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LindaC11's avatar
LindaC11
Experienced Cover User
5 years ago
Solved

Pay superannuation - unable to record

Hi,

 

I am trying to pay this months superannuation but i get an error message on one employee super contribution saying:

"This fund can no longer receive contributions using pay Super.  Edit the fund from the super fund list and select a valid fund name"

 

I have looked and the fund name is correct and it brings up all the correct information.  I also rang the fund involved and they have received all of our previous payments and none of their details have changed.  I have also tried creating a new fund with the checked details but this wont proceed either.

 

 

 

 

 

 

  • CloverQ's avatar
    CloverQ
    5 years ago

    Hi LindaC11 

     

    Thank you very much for the information. 

     

    I've checked with relevant team, they also received a few other contacts of having the same problem. The teams are currently investigating the root cause of this matter. 

     

    In the meantime, creating a new Super fund then link it in employee card has worked for some affected users. Could you please give it another try to create a new fund via Lists > Superannuation (this should validate the super fund details). You can rename the existing one to differentiate them.

     

    Then, please go into the employee card, select a different fund, save. After that, go back in the employee card, change the fund to the newly created one, save. Please complete theses steps to each affected employee, then trying recording Pay Super again. 

     

    Please do let us know how you go.

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  • CloverQ's avatar
    CloverQ
    Former Staff
    5 years ago

    Hi LindaC11 

     

    Could you please advise the Super Fund details that's selected for this employee? 

     

    You can locate that via the employee card > Payroll Details > Superannuation > drill into the arrow next to the super fund. A screenshot of the fund information would be most helpful.

    • LindaC11's avatar
      LindaC11
      Experienced Cover User
      5 years ago

      Hi Clover,

       

      I have attached a screen shot of the super details and the message i receive when i try to pay the super.

      I have rung the superfund and they have confirmed that none of their details have changed.  We paid into this fund in September and October 2019 without a problem.  Your help would be greatly appreciated.

      Linda Coyle

       

      <Edit: removed screenshot containing sensitive information>

      • CloverQ's avatar
        CloverQ
        Former Staff
        5 years ago

        Hi LindaC11 

         

        Thank you very much for the information. 

         

        I've checked with relevant team, they also received a few other contacts of having the same problem. The teams are currently investigating the root cause of this matter. 

         

        In the meantime, creating a new Super fund then link it in employee card has worked for some affected users. Could you please give it another try to create a new fund via Lists > Superannuation (this should validate the super fund details). You can rename the existing one to differentiate them.

         

        Then, please go into the employee card, select a different fund, save. After that, go back in the employee card, change the fund to the newly created one, save. Please complete theses steps to each affected employee, then trying recording Pay Super again. 

         

        Please do let us know how you go.