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Office of Financial Management

FAQs

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​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​FAQs Regarding New Electronic Invoicing Procedures

Can I still submit my invoices through the mail (US mail, FedEx, UPS, DHL etc.)?

No. Effective immediately, you must submit all your future invoices via email to invoicing@nih.gov Our goals are to ensure that invoices are received and processed in a timely manner and to ensure the continuity of operations under a broad range of circumstances (e.g., pandemic).

Are there instructions I need to follow to submit my invoices electronically? Where can I find the instructions?

Yes, we have developed detailed step-by-step instructions for our vendors/contractors to follow to ensure their electronic invoices are submitted correctly. Please be sure to follow the instructions carefully.

Please click on the following link for the instructions:

https://ofm.od.nih.gov/SiteCollectionDocuments/Invoice%20Submission%20via%20Email%20to%20NIH%20OFM%20with%20Example%2004232020_Final.pdf?csf=1&e=N3qXTg​​​

Can I submit multiple invoices in one email?

No, only one invoice is allowed per email submission.

I used forward slash / to separate items in the subject line, is that acceptable?

No, you must use the pipe character | to separate information in the subject line of your electronic invoice submission. You get this character by simultaneously pressing the shift key and backslash (\) key on your keyboard.

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How will I know if my electronic invoice submission was received?

Invoices are processed in the order they are received. Please allow 5-7 business days for processing before inquiring on the payment status. As an option, you may add a read receipt on your sent emails to confirm delivery.

I made an error on my electronic invoice submission. How do I cancel my electronic invoice submission?

Immediately contact customer service at 301-496-6088 to cancel your electronic invoice submission. Please be sure you mention the invoice number, so our staff knows exactly which invoice to cancel. The Customer Service Office is open Monday – Friday from 8:30 am to 5:00 pm (Eastern Standard Time) and is closed daily between 12:00 pm to 1:00 pm (Eastern Standard Time).

​​If after hours, please send an email to ofm_customer_service@incontactemail.com​ and include in the body of your email the invoice number of the electronic invoice submission you’d like us to cancel.

If I left some information out of my previous electronic invoice submission, should I send the same invoice again?

Submitting multiple copies of the same invoice causes duplication issues that can delay the processing of your invoice. Please refrain from sending multiple copies of the same invoice unless you were notified by an OFM representative to resubmit the invoice.

I received a notification that my electronic invoice submission did not satisfy the subject line requirements, do I need to resubmit the invoice?

No, you do not need to resubmit the invoice if you received this notification. The notification serves as a reminder to ensure that you correctly submit future invoices electronically. Please carefully read the Contractor/Vendor Electronic Invoice Submissions instructions before sending future submissions to reduce the chances of receiving these notifications. You should have received the instructions from your NIH Contracting Officer (CO).

I never received a notification in the mail as to why my invoice was rejected.​

Effective April 1, 2020, all invoice rejection notices are sent electronically to the remittance email address you provided in the body of your electronic invoice submission. If you do not include a remittance email address in the body of your email, we will send the notification directly to the sender of the original email.

Can I follow-up on my electronic invoice submission by send an email to the Invoicing@nih.gov​ email address?

No, this email address is strictly for electronic invoice submissions and is not utilized for correspondence.

Please direct your follow-up questions to our customer service staff by calling 301-496-6088, emailing ofm_customer_service@incontactemail.com​or launching a webchat from the following link https://ofm.od.nih.gov/Pages/Chat.aspx.

Please refrain from including the invoicing@nih.gov email address in ANY email communications with your NIH contacts responsible for entering receiving or the handling of your order.

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