I haven’t received my payments after I’ve sent an invoice to an email address, what should I do?

Capital Guardians send payment every Friday for customers from homecare/residential care, and within three days for NDIS customers, after an invoice is approved by clients.

1. If the payment has not arrived after the date mentioned above, please check if the invoice is listed in ‘Recent Transactions’ in the Transactions menu.  If the invoice details are present, but the status is ‘to be approved’, it could mean that the customers’ balance is insufficient or the invoice is still being revised for NDIS clients.
2. If you emailed the invoice, ensure you received an email confirmation to confirm invoices.

1. 1. If not, please login in our website, select Batch > Email, see if there are any invoices that have not yet been clicked confirmed.
   2. Have you ensured that the billing ID under accounts matches the account number/code in the invoice?

If you have not done so, please go to accounts, click set billing ID to match the account number/code in the invoice.