TL;DR: Linking your myGov account to your NDIS participant portal can fail due to mismatched personal details, expired activation codes, or locked accounts. This guide explains the exact steps to resolve these common errors, obtain fresh activation codes, and connect with the right help desk to restore your access.
Which NDIS portal should you be using to access your plan?
You will use either the my NDIS participant portal or the myplace participant portal, depending on whether your current NDIS plan was created in the NDIA's new computer system. Your NDIA planner will inform you during your plan meeting if your plan is developed in the new computer system. If it is in the new system, you will use the my NDIS participant portal to check details and manage your funding. If your plan is not in the new computer system, you must use the myplace participant portal instead.
You can access the portal linked to your current NDIS plan through the Australian Government's myGov website. Once you have signed in, you can use the toggle to switch between the myplace and my NDIS participant portals, but you can only make claims through one of these portals. For the best experience, the NDIA recommends using specific web browsers, including Microsoft Edge, Chrome, Safari, and Firefox. If you are currently applying for the NDIS - A Step-by-Step Guide, setting up your portal access is the primary way you will manage your funding once your access is approved and your plan is active.
Why does your myGov and NDIS portal linking request fail?
Linking requests typically fail because of mismatched personal details between systems, expired activation codes, or incorrect phone numbers stored in the NDIS database. To successfully link the National Disability Insurance Scheme (NDIS) to your myGov account, your last name and date of birth entered during the linking process must exactly match the records held by the NDIA. If there is a typographical error or if you have recently changed your name, the myGov system will reject the link.
Another common cause of failure is using an expired activation code. Activation codes have strict time limits: an SMS activation code is only valid for 15 minutes, while an activation code obtained via a phone call expires after 10 days. If you do not enter the code within these specific windows, the transaction fails and you must request a new code. Additionally, linking will fail if you do not have a registered mobile number or if the NDIA has an outdated phone number on file. Because the system relies on sending a one-time code to complete required security checks, an incorrect number prevents you from receiving the necessary SMS details. This security protocol also protects your information, which is a major focus for those learning about Navigating the NDIS Safely: A Participant's Guide to Avoiding Scams and Fraud.
How do you request and use an NDIS activation code?
You can request an NDIS activation code by calling the NDIA on 1800 800 110 or by having a code sent directly to your registered mobile phone. When you link the my NDIS participant portal or the myplace participant portal to your myGov account for the first time, the system will prompt you for this activation code. Before making the request, it is highly recommended to call the NDIA on 1800 800 110 to verify that they have your most up-to-date phone number.
Once you request the code, remember the expiry rules. The SMS code is only active for 15 minutes, whereas a code provided over a phone call remains valid for 10 days. If these windows elapse, you must restart the request process. To link your account with the code, sign in to your myGov account. Scroll to the bottom right of the homepage and select the 'view and link services' link. From the list of Australian government services, select 'National Disability Insurance Scheme'. On the next screen, enter your unique activation code, your last name, and your date of birth, then click 'submit'. Finally, read and agree to the terms and conditions to complete the link. Once linked, you can use the same myGov account to access both the my NDIS and myplace portals.
What should you do if your myGov account becomes locked?
If your myGov account is locked or closed, you must contact the myGov help desk by calling 132 307. The myGov platform automatically locks or closes accounts under specific security circumstances to prevent unauthorised access. This occurs if you enter your password incorrectly multiple times, enter your 2-factor authentication code incorrectly multiple times, or if the myGov security team believes your account has been compromised.
Because this is a security lockout managed at the whole-of-government platform level, the NDIA helpline cannot unlock your myGov account for you. You must resolve the lockout directly with myGov. When you call the myGov help desk on 132 307, the support staff will verify your identity before restoring your access. Once they unlock your account, you will be able to sign in using your digital ID, passkey, or your username, email, and password. From there, you can proceed to the portal homepage to view your budget or make claims. If you are also managing other linked services like Centrelink, keeping your myGov account secure is essential for continuous access to all your government portals.
How do nominees and child representatives avoid linking errors?
Nominees and child representatives must always use their own personal myGov account to access the participant's portal rather than signing in with the participant's myGov credentials. Using the participant's own myGov account if you are a nominee or child representative is a direct violation of system rules and often causes linking failures. The system is designed to trace identity and authority, so your myGov profile must match your registered status as a representative.
Once you sign in to your personal myGov account, you will link to the participant's portal. This allows you to complete transactions on their behalf while maintaining correct audit trails. If you are acting as a representative, you will still follow the same linking process on your myGov account using the 'view and link services' menu. Ensure your personal details (such as your name and date of birth) match what the NDIA has on file for you as the official nominee. Once linked, you will see the home screen where you can manage claims, view budgets, or upload supporting documents. If your name or contact details do not match across systems, you must contact the NDIA to update your representative record before the link will succeed.
How do you resolve identity mismatches with other linked services?
You can resolve identity mismatches by updating your name and personal details directly with each linked agency, ensuring your myGov profile matches your records with Centrelink, Medicare, or the NDIS. To successfully link services like Centrelink or Medicare to your myGov account, your name recorded with myGov must exactly match your name on the record of the service you want to link. If they do not match, you must update your details.
For Centrelink, you can update your name by calling your regular payment line. If you are linking Centrelink, you can do so using a single-use linking code (obtained over the phone or at a service centre) along with your Customer Reference Number (CRN). You can find your CRN on previous letters or on your concession card. For Medicare, you must call Medicare on 132 011 to update your name on their records. If myGov itself holds an incorrect name, you must contact Centrelink on your regular payment line (if linked to myGov) to update it, and this update can take up to 24 hours to reflect in myGov. Linking Medicare requires your Medicare card number, Individual Reference Number (IRN), and a single-use Medicare linking code. Ensuring these cross-agency details are identical is one concrete next step to preventing frustrating errors across your entire myGov dashboard, allowing smooth movement between the NDIS, Medicare, and Centrelink online portals.
Key Takeaways
- Verify your portal type: Check with your NDIA planner during your plan meeting to confirm whether your plan is managed in the new computer system (using the my NDIS portal) or the older system (using the myplace portal).
- Watch the clock on codes: Enter your NDIS activation code quickly, as SMS codes expire in 15 minutes, while telephone-issued codes expire after 10 days.
- Use individual accounts: Nominees and child representatives must use their own personal myGov accounts to access portals, never the participant's credentials.
- Call the correct help desk: Contact myGov directly on 132 307 for account lockouts, call the NDIA on 1800 800 110 for portal registration errors, and contact Medicare on 132 011 for Medicare-specific linking errors.
This article provides general information about the myGov and myplace participant portals. Processes and contact points change — check the official source before acting.
Information current as at 10 August 2026.
