NDIS invoice rejected? Why it happens and how to fix it

If an invoice just got rejected

1. Find the reason. Plan managers word this differently and some give very little. Ask for the exact reason if it isn't clear. If you've heard nothing after a week, chase with the invoice number and a copy attached.
2. Check it against the ten causes below. The first five are mistakes on the invoice, the last five are not.
3. Fix it and resubmit under a new invoice number. Never reuse the old number. It makes the corrected invoice look like a duplicate of the one they already have.
4. Ask the plan manager to cancel the old one. Copy and paste: "Hi [name], please cancel invoice 1042 for [participant]. The corrected invoice, number 1043, is attached."
5. Expect to wait again. Payment usually takes 2 to 10 business days, and it varies by plan manager. The clock starts when they accept an invoice, so a rejected one means waiting again.

Not sure what a correct invoice looks like? There's a worked example in how to invoice a plan manager, including what to do if you're paid less than you invoiced. If you invoice with Crestyn, it sends to the plan manager's inbox and tracks delivery and payment status, so you can see what happened to it.

Five mistakes on the invoice (you can fix these)

1. Wrong or outdated line item code

A new price catalogue starts each 1 July, and codes can be retired or added. The old bundled respite (short term accommodation, STA) codes still work until 30 June 2027, then they stop, so use the new ones for new agreements. See the 2026-27 changes. The code also has to match the day and time you worked.

Look at the whole code, not just the first digits. 04_104_0125_6_1 is weekday community access, but 04_104_0136_6_1 is Saturday group support. Look up any code in the line item directory. You can search by code or name on your phone.

2. Rate above the price limit

Plan managers can't pay above the price limit for a code (NDIS Pricing Schedule 2026-27). Check the rate on every line is at or under the current limit for the area where you delivered the support, even if you agreed a higher rate with the participant. Common limits are in the 2026-27 rates guide. Crestyn flags any rate over the limit before you send.

3. Missing or wrong fields

No ABN, no participant name or NDIS number, no support dates or no unique invoice number can be enough for checking software to reject an invoice. An invoice date can't be earlier than the support date. Whether you write "Tax Invoice" or "Invoice" depends on whether you're registered for GST. The full list is in NDIS invoice requirements.

4. Repeated invoice number

A common self-inflicted cause: reissuing a corrected invoice under the same number, or two numbering sequences colliding after you copy a spreadsheet. A correction needs a new number, and the original cancelled. Crestyn's numbering can't duplicate, and amending an invoice voids the original.

5. Totals that don't add up

Three hours at $73.58 is $220.74. Quantity times rate has to equal the line, and the lines have to add up to the total. Checking software can stop there. If you change a rate, redo the maths.

Five problems the invoice can't fix

6. Participant budget used up

If the budget category is empty, a perfect invoice can't be paid from it. You can't see the budget. Only the participant, their nominee or the plan manager can. For ongoing supports, agree a heads-up when funds run low.

7. Your plan manager wants something extra

Some plan managers ask for more than the standard fields, and not all tell you up front. Most have an invoicing guide on their website, so look for that first. Then ask them what they need on invoices when you set up, and note it down.

8. Plan ended, changed or in review

Supports delivered after a plan ends fall into a gap. Check plan dates for regular clients, especially near review time.

9. Sent to the wrong place

The invoice is always made out to the participant, but it goes to the plan manager's accounts email. Check you have the right plan manager, especially if the participant has switched.

10. Needs a quote or prior approval

Some supports have no fixed price limit and are quoted for instead, and some need agreement before delivery. If approval was never given, the invoice is where it shows up.

Occasionally the participant or their nominee will query a claim that goes over what you agreed. It's rare, but it's why the service agreement should change before the work does.

Fix 1 to 5 yourself. Causes 6 to 10 need a conversation, ideally before the shift.