In short: most missing CDPAP paychecks come down to four things: no active service authorization, time entered or approved late, hours over the weekly authorization, or the aide being on hold, often for the yearly health assessment. Check those first. Then call PPL at 1-833-247-5346 and escalate to your plan or the Department of Health if it is not fixed.
Last checked September 27, 2026, against PPL's New York CDPAP FAQ and consumer guide, and Department of Health contacts. This site is not PPL or the state.
When pay is due
- PPL pays weekly on Thursdays for the week before. The pay week runs Sunday to Saturday.
- The Department of Health's consumer guide says aides must enter time by Saturday 11:59 p.m. ET, and the consumer must approve by Sunday noon ET, to be paid in the next payroll.
- New direct deposit accounts can take a pay cycle to verify. PPL may send a paper check to the address on file in the meantime.
Step by step: find the cause
- Check the authorization. Log in to PPL@Home and open the Service Authorizations tab. If it is empty or expired, PPL cannot pay. Your plan or local office has to send a new one. This often happens after a reassessment or plan change.
- Check the hours. PPL says it can only pay authorized hours, and the weekly count resets Sunday at 12 a.m. Time over that is not paid.
- Check that time was approved. In Time4Care or PPL@Home, look for entries still waiting for the consumer's approval, or rejected. Consumers can also approve by phone at 1-833-278-3959.
- Check hold status. PPL puts aides on hold if the yearly health assessment is overdue. Aides on hold cannot submit time and should not work until it is done.
- Check for hospital days. PPL says aides cannot be paid while the consumer is in a hospital or facility, except on the day of admission and the day of discharge.
- Check bank details. Make sure the payment method in PPL@Home is right.
Then take these steps
- Call PPL at 1-833-247-5346 (Mon–Sat 8 a.m.–8 p.m. ET) or email nycdpap@pplfirst.com. Give the aide's name, the consumer's name, the dates, and the hours. Get a ticket or reference number.
- If the authorization is the problem, call your plan's care manager or the local social services office. Ask them to send PPL a current authorization and to tell you the date they sent it.
- If PPL still does not pay, contact the Department of Health: statewideFI@health.ny.gov, 1-866-712-7197 for managed care members, or 518-474-5888 if the local office serves you. The consumer guide also lists 1-833-947-8666 (Mon–Fri 8:30 a.m.–4:30 p.m.).
- In a Medicaid long-term care plan? ICAN, the free ombudsman, is at 1-844-614-8800. The state's MLTC complaint line is 1-866-712-7197.
- Unpaid hours that were authorized and approved? The NYS Department of Labor takes claims when a worker was not paid for all hours worked. Its unpaid wages page explains how to file.
Class action settlement notice
A class action settlement notice covers aides paid through PPL in NYC, Nassau, Suffolk, and Westchester from March 1, 2025, to April 30, 2026. Details are at PublicPartnershipsSettlement.com or 1-800-314-2601. Read the official notice yourself for deadlines. We are not part of the case.
Keep a pay log
| Date | Hours worked | Entered on | Approved on | Paid? | Call ref # |
|---|---|---|---|---|---|
Common mistakes
- Working after the authorization ends while waiting for the new one.
- Approving time late on Sunday afternoon.
- Letting the yearly health assessment lapse.
- Logging hospital days other than admission and discharge days.
Frequently asked questions
When does PPL pay CDPAP aides?
Why is PPL not paying my hours?
Can a CDPAP aide be paid while the consumer is in the hospital?
Who do I call if PPL does not fix it?
Free public numbers used in this post
- NY ConnectsLong-term services and supports. Relay 7-1-11-800-342-9871
- HIICAP (free Medicare and Medicaid counseling)Mon–Fri, 8:30 a.m.–5:00 p.m.; say your county1-800-701-0501
- ICAN, Independent Consumer Advocacy NetworkTTY 711; free help with appeals and fair hearings1-844-614-8800
- New York Medicaid ChoicePlan enrollment, not appeals. TTY 1-888-329-15411-800-505-5678
- NYC HRA Medicaid Helpline1-888-692-6116
- NYC DSS OneNumberHRA Home Care Services Program718-557-1399
- PPL, statewide CDPAP fiscal intermediaryTTY 1-833-204-9042; Mon–Sat, 8:00 a.m.–8:00 p.m.; does not decide hours or appeals1-833-247-5346
- MedicareTTY 1-877-486-20481-800-MEDICARE (1-800-633-4227)
- OTDA fair hearing requests: otda.ny.gov/hearings
These free public lines can also help. They do not sell anything.
Next step
Want help with this? Get free one-on-one guidance.
If pay problems keep coming back, it often means the authorization or plan of care needs attention. Our short caregiver checklist lets you ask for free one-on-one guidance. It is optional and does not replace PPL or your plan.
You can also call NY Connects free at 1-800-342-9871 or HIICAP at 1-800-701-0501. Free, any age, on Medicaid or not. They do not sell services.
Sources
Official pages checked September 23, 2026. Your own notice and current official guidance control if anything here differs.
- PPL, New York CDPAP FAQ (authorizations, pay schedule, hospital stays, health assessment hold): https://pplfirst.com/new-york-cdpap-frequently-asked-questions/
- NYS DOH, CDPAP consumer resources guide (time deadlines, DOH support center): https://www.health.ny.gov/health_care/medicaid/program/longterm/cdpap/docs/consumer_resources.pdf
- NYS DOH, Consumer Directed Personal Assistance Program (DOH escalation contacts): https://www.health.ny.gov/health_care/medicaid/program/longterm/cdpap/
- NYS DOH, MLTC complaints: https://www.health.ny.gov/health_care/managed_care/mltc/mltcomplaint.htm
- NYS Department of Labor, Unpaid/Withheld Wages: https://dol.ny.gov/unpaidwithheld-wages-and-wage-supplements
- Public Partnerships settlement website: https://www.publicpartnershipssettlement.com/
Next step
Want help sorting out the next step?
If a relative is preparing to become a CDPAP personal assistant, or your family is choosing between CDPAP and agency care, leave your name and email and we will send the free caregiver checklist with a plain-language summary of which rules apply. It is held by this site only and never passed to any agency, intermediary, trust, or attorney. The free public numbers above are always an option too.
You can also call NY Connects free at 1-800-342-9871 or HIICAP at 1-800-701-0501. Free, any age, on Medicaid or not. They do not sell services.