Contact cannot see funding in the portal

What "funding" means in the portal

In the portal, "funding" refers to the participant's NDIS plan information — their support plan, budget categories, how much has been spent, and how much remains. The core financial view.

Access to this is controlled separately from the ability to log in. A contact can have a valid login but still not see funding if the permission isn't turned on.

Step 1 — Check funding access is enabled

Every contact linked to a customer has a Funding access (connected) setting.

1. Open the customer's profile (not the contact's).
2. Go to the Contacts section.
3. Find the contact reporting the issue.
4. Check whether Funding access is enabled.

If off, turn it on. The contact should be able to see funding on next login. Check with your team lead if unsure whether they should have access.

Step 2 — Confirm the correct customer link

A contact can be linked to multiple customers. If funding access is on for one but not another, they'll see one but not the other.

• Ask which participant they're trying to view
• Open that customer's profile and check whether the contact appears
• If missing, the contact may need to be linked — check with your team lead

Step 3 — Check there is an active support plan

Even with funding access enabled, a contact won't see anything if the customer doesn't have an active support plan. Funding data comes from the support plan.

• Check whether the customer has a current support plan
• Check the start and end dates — ended or not-yet-started plans may not display
• If a plan needs to be created or updated, action before asking the contact to retry

Step 4 — Confirm the contact can log in

If unsure whether their login is working, confirm before investigating funding.

• Ask them to confirm they can log in and see the portal dashboard
• If they can't log in, see Customer can't log in first