The most common reasons plan-managed invoices are paused, how we resolve them, and what participants can do to speed things up.
- "Held" means the invoice has been received by your plan manager but not yet approved for NDIA claim submission
- Most common reason: the unit price on the invoice exceeds the NDIS price limit (PAPL) for that support item — the provider needs to reissue at the correct rate
- Invoice date falls outside the participant's current plan period — supports must be delivered and invoiced within the active plan dates
- Support item number on the invoice doesn't match the service description — a mismatch triggers a manual review
- The participant's budget for that support category is at or near zero — the plan manager cannot approve a claim that would exceed the allocated amount
- ABN on the invoice doesn't match the ABN on file for that registered provider
- Invoice appears to be a duplicate of one already paid or claimed in a previous PACE batch
- What plan managers do: contact the provider with a specific reason and a request for a corrected invoice or supporting documentation
- Simple corrections (typographical ABN error, wrong invoice date) typically resolve within 1–2 business days
- Pricing disputes or missing documentation may take longer — the provider needs to engage with the NDIA or reissue the invoice
- What participants need to do: in most cases, nothing — your plan manager handles resolution; you will see the invoice status as "on hold" in your portal
- Prevention: ensure your providers have the current NDIS Price Arrangement and Price Limits document before submitting invoices each year
