Frequently Asked Participant Portal Questions

How do I activate my Portal?

All our customers are given automatic access to the Portal. If you have any problems accessing the Portal, please call our friendly Customer Care Team on 1800 549 670.

How do I log in to my Portal?

If you’re an existing Portal user, simply head to https://portal.plantracker.com.au and enter the email address you used to create your account as your ID, and create a password.

All new customers are given automatic access when they register with us.

Passwords need to be a minimum of 8 characters including letters and numbers and you can’t reuse any of your last 3 passwords.

If you’ve forgotten your password, you can click on ‘forgot password’ and we’ll send you a link to reset your password.

How do I provide consent to my Support Coordinator/Nominee to access my Portal? 

Please call us on 1800 549 670 to organise access for another person to use your Portal. Alternatively, you can send us an email to [email protected].

Once you have organised access, you can view all the people who have access under My Team in your Portal.

I’m a parent/guardian of a participant. How do I get access to their Portal? 

Please call us on 1800 549 670 if you need to organise access to the Portal. Alternatively, you can send us an email to [email protected].

Once access has been set up, you can view all the people who have access under My Team in the Portal.

How do I approve an invoice for payment? 

You have full control over how your invoices are approved with 3 different options available. Just log in, go to My Profile and click ‘edit preferences’ to choose the option that suits you.

1 – SMS approval

2 – Email approval

3 – No approval needed

You can change your preference at any time.

In your portal, go to My Invoices and click on the relevant invoice to approve. You’ll see you can search for invoices by Provider, date, number or status.

How do I submit a reimbursement? 

You can submit a reimbursement via your Portal in two ways:

1. The fastest option is through FastPay, which automatically processes details and checks the information is correct. All you have to do is enter your reimbursement details directly in your Portal and click submit when you’re finished.
2. You can also upload your invoice for reimbursement as a PDF or JPEG. This way takes a little longer for us to process, as we manually check and validate all details.

And if you need to check price limits or support details for your reimbursement, you can click on the name of your support or service in your Portal and head to our Price Guide Wizard to instantly get these details.

When will I be reimbursed? 

If you submit your reimbursement in your Portal through FastPayment, we can have payment to you within days (please remember, payment can take up to 2 days to reach a bank account depending on your bank).

For reimbursements that have been uploaded as invoices, payment takes up to 5 days as we manually process and validate all details.

One of the great things about your Portal is you get detailed live statuses for your reimbursements. Save time calling us – you can see what’s happening behind the scenes with each reimbursement through your Portal.