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Why isn't an invoice showing up for export?

Check the shift, funding allocation and your search when an item is missing from Export Invoices.

Key Points

  • A shift only shows in Export Invoices when it's approved, has billables, and those billables are allocated to the client's current funding allocation.

  • Where a billable goes depends on how its funding allocation is set up. Self Managed and Nominated Third Party (plan managed) allocations go to Export Invoices. Funding Body (NDIA managed) allocations with Claim to Portal ticked go to the Funding Exchange.

  • A billable that isn't allocated to a funding allocation goes to the Funding Exchange by default.

  • An item that's already been exported won't show again unless the export is reverted.

  • Check your search dates and filters - Export Invoices only shows what matches them.

Check the shift

  1. Open the shift on the Roster Schedule.

  2. Check the shift is approved. A shift is approved when the timesheet that includes it is approved.

  3. Check it has a billable (service item) for the client, with a quantity.

  4. If the shift was cancelled, check the cancellation type. Organisation cancellations and client cancellations with notice aren't charged. A short notice or no show cancellation is only charged if the billing flag is changed to CANC and the shift is completed. See What happens to billables when I change a shift?

Check the funding allocation

  1. Open the client's record and go to their funding allocations.

  2. Check the allocation covers the date of the shift, and has an end date. Allocations with no end date don't produce invoices.

  3. Check the service item on the shift is allocated to that funding allocation. If it isn't, it goes to the Funding Exchange instead.

  4. Check the funding administrator is set.

Check how the allocation is set up

If the allocation is set to Funding Body with Claim to Portal ticked, or the item isn't allocated to any funding allocation, it goes to the Funding Exchange, so look for it there instead. If it should be invoiced, it needs to be on a Self Managed or Nominated Third Party allocation. For how to set up each type, see How should I set up funding allocations for self-managed, plan-managed and NDIA-managed participants?

Check your search

  • Make sure the dates cover the service date.

  • Clear any filters, such as status, client or funding type, and search again. Exported items only show when the status filter is set to Exported.

  • If the item was exported before, it won't show as new again. Click Revert Export to return it to new so it can be exported again. If you export by API, for example to Xero or MYOB, remove the old invoice from that system first.

Still missing

Contact our Support team with the client's name, the date of the service and a screenshot of your Export Invoices search.

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