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In-app Help Centre

The Help Centre is available from the header — click the Help icon (question mark) on any page. It opens a drawer on the right side of the screen. The Help Centre surfaces articles relevant to the page you’re on first, then lets you browse or search the full library. Articles cover how-to guides for common tasks, explanations of NDIS billing concepts, and tips for specific workflows.

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Support by email

For issues not covered in the Help Centre, contact support: Email: support@coordhub.au Response times:
  • General questions and how-to help: within 1 business day
  • Bug reports: acknowledged within 4 business hours, resolved within 1–3 business days depending on severity
  • Billing-critical issues (e.g. PRODA export failure at month-end): same day where possible
What to include in your support request:
  1. Your organisation name
  2. The participant or record you were working with (if relevant — first name and NDIS number suffix is enough)
  3. What you were trying to do
  4. What happened instead
  5. The exact error message if one appeared
  6. A screenshot if you can capture one
The more specific your request, the faster it gets resolved. “It’s not working” is harder to help with than “When I click Generate on the PRODA export with date range 01/06–30/06, the file downloads but has zero rows.”

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Reporting a bug

If something in CoordHub isn’t behaving as expected, email support@coordhub.au with “Bug:” at the start of your subject line. Include the steps you took to reproduce the issue.

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Suggesting a feature

Feature suggestions are welcome. Email support@coordhub.au with “Feature request:” in the subject line and a description of what you’d like to see and why it would help your workflow.
Check What’s New (the tab at the top of this page) to see what’s been recently added to CoordHub — your feature request may already have shipped.
Is there a phone support number? CoordHub support is email-only. Email gives you a written record of the resolution — useful for compliance purposes — and allows the support team to reproduce issues in a controlled environment.Can I request a training session? Yes — email support@coordhub.au with “Training request:” in the subject line. Training sessions are available for new organisations onboarding their team.Where do I report something that looks like a security issue? Email support@coordhub.au with “Security:” in the subject line. Do not include sensitive participant data in the email body — describe the issue in general terms and the team will follow up securely.