Learn what the different Action Required Statuses mean and how you can fix them.
This article is for:
- Passport users who want to understand their Action Required Status.
Understanding why your invoice is stuck in Action Required is an important step in correctly submitting your invoice to your Passport Agency for review and reimbursement. This article will outline some possible reasons an invoice can be stuck in Action Required, and what action needs to be taken on your part to resolve the error.
**Please note: No further action will be taken by the Payment Processing Office regarding invoices in Action Required (nor will it be visible to your Passport Agency) until you complete the error or resubmit the expense.
How do I know if my Invoice is in Action Required?
By going to your Invoices tab, located on the left hand side of your MyDirectPlan dashboard, you will be able to find a list of all the invoices you have submitted, as well as their status.
You'll know when an invoice is marked 'Action Required' because of the red label on the right hand side of invoice information, as seen here:
Why is my Invoice in Action Required?
There are many different reasons an Invoice can be stuck in Action Required. Below is a list of the common Action Required errors, and how you can fix them.
1. Action Required due to Support Worker Registration
2. Action Required due to Duplicate Expense
3. Action Required due to Payee
4. Action Required due to Missing Receipt
5.Action Required due to Person Managing Funds Unverified
1. Action Required due to Support Worker Registration
"Have you registered your Worker with your Passport Agency? If not, it is also possible that the name, postal code, and/or phone number entered by this Worker does not match the record at the payment processing office. You may proceed without having your Worker update this information, but payment processing may be delayed."
In order to correct this error, please ensure that you have submitted your Support Worker form to your Passport Agency. If they do not have your Support Worker's information on file, and if you do not input the information exactly as your Passport Agency has it on file, you will receive this error.
Please check that all information you have on MyDirectPlan, as well as the information entered by your Support Worker on their account reflects the information your Passport Agency has, and be sure that you have submitted your Support Worker form for the worker associated with the invoice.
To check your workers status, head to the "Manage Workers" tab on MyDirectPlan:
For more information on these statuses, check out this knowledge base article.
If you still can't figure out why your invoice is stuck, please contact us.
2. Action Required due to Duplicate Expense
"This invoice has already been submitted."
The most common reason this error is occurring is likely due to the fact you are submitting two expenses for the same provider on the same invoice, which is triggering the system to think you are submitting duplicate invoices.
An example would be submitting two Uber expenses (a trip there and a trip back, for example) on the same date as two different expenses.
The recommended solution is combining two expenses incurred by the same provider on the same date into one expense for the combined amounts. Alternatively, you can skip this step and press the resubmit button anyways.
To Combine expenses:
(1) Click on the indicated expense and click "Edit" to change expense details.
(2) Add any expenses that have the same start and end dates with the same service providers so they appear on one expense line only.
(3) Cancel the combined expenses. Any expenses that have already been combined can now be cancelled. In order to cancel an expense, select the "cancel" button:
Once all expenses with the same start/end date and service provider have been added to the same expense line, you can then select the "resubmit" button.
For further help with combining and cancelling duplicate expenses, please contact MyDirectPlan support: contact us.
3. Action Required due to Payee
"Please contact your Passport Agency. Either your Payee has not been registered, or their name, postal code and/or phone number does not match the record at the payment processing office. You may proceed but payment may be delayed."
In order to correct this error, please make sure that your Payee is verified.
In order to verify your Payee, the information you have for them on MyDirectPlan must reflect the same information they have at your Passport Agency.
If you are unsure of who is on file, please contact your Passport Agency and inquire about who they have listed as the Payee and make changes as needed so that the information on MyDirectPlan corresponds correctly.
To view your Payee profile on MyDirectPlan:
(1) Head to your Account Settings, on the left hand side of MDP:
(2) Once inside your Account Settings, find your profile and select "My Profile":
(3) You should now be able to locate your Payee profile:
Selecting your Payee profile will show you all the information you have entered. Please ensure the information you have entered matches what your Passport agency has.
For more information on the payee profile, visit this article.
If you still can't figure out why your invoice is stuck, please contact us.
4. Action Required due to Missing Receipt
"Receipt is missing: please correct any errors then press "RESUBMIT."
In order to correct this error, please make sure that you attach a receipt to your expenses. Supported file types include: pdf, jpg, jpeg, gif, tif, png.
To add your receipt(s):
(1) Click on the indicated expense and click "Edit" to add your receipt(s).
(2) You will now have the ability to add your receipt(s):
(3) Once this is done, click the "Resubmit" button to resend the claim to the Payment Processing Office. The status of the claim should change to "Under Review" immediately after doing this.
If you still can't figure out why your invoice is stuck, please contact us.
5. Action Required due to Person Managing Funds Unverified
In order to correct this error, please make sure that your Person Managing Funds is verified.
In order to verify your Person Managing Funds, the information you have for them on MyDirectPlan must reflect the same information they have at your Passport Agency.
If you are unsure of who is on file, please contact your Passport Agency and inquire about who they have listed as the PMF and make changes as needed so that the information on MyDirectPlan corresponds correctly.
To view your Payee profile on MyDirectPlan:
(1) Head to your Account Settings, on the left hand side of MDP:
(2) Once inside your Account Settings, find your profile and select "My Profile":
(3) You should now be able to locate your Person Managing Funds profile:
Selecting your Person Managing Funds profile will show you all the information you have entered. Please ensure the information you have entered matches what your Passport agency has.
If you still can't figure out why your invoice is stuck, please contact us.
So now you know a bit more about the top reasons invoices go under Action Required in MyDirectPlan. We hope you found this article helpful.
Still need help?
- If you still need help understanding your Action Required status, please fill out a contact form so our support team can assist you.
- For questions about your approved or remaining Self-Administered Passport funding for the fiscal year, please refer to the Ministry of Children, Community and Social Services' official Passport Program information page and/or contact your Passport Agency.
