SUPERANNUATION PAYMENT STILL PROCESSING

[JackiA]

Hi, Can anyone help me with how long the super payments are taking to process.

I paid super last Friday 18 Feb and they are still processing.

The wait time on the phone is over 1/2 hr and the live chat I am still waiting on The Payroll Team to answer my messages when the wait time was 7 mins I am up to 40mins now.

Thanks in advance.

Jacki

[Komal_S]

Hi @JackiA 

Thank you for your post. The Pay Superannuation service has been temporarily disabled while our teams deal with a duplication error with payment. While we do understand that some users would like to process their superannuation and have through to the superannuation funds as soon as possible, and our teams are working on this. 

We do hope to have that service enabled later this week so that those payments can be made. We will have more information available for users once that service has been re-enabled.

[SammiB]

@Komal_S 

The pay super has not been working since the 16 Feb, why has MYOB not issued an email advising the temporary hold or even have a notice on the Main page of the community board?

Another let down by MYOB.

[Komal_S]

Hi @SammiB 

Thank you for your feedback.

The focus of recent communications on this wider superannuation situation has been around keeping customers informed of their funds and the return of those. However, we are looking into how we can best communicate the temporary disablement of that service across to our customers who were not impacted by the issue of duplicate payments. 

[SammiB]

@Komal_S 

As a MYOB partner I would think that I would be informed by MYOB of the issue, not my clients ringing wondering why their super payments are still processing after a week.

Yes the refund of the super payments is important, I had clients affected, but MYOB should at least inform their MYOB partners of any issues as when they arise.

[Melisa_D]

Hi @SammiB, 

Our teams are working to resolve this as quickly as possible, further updates on this will be made on our Community Forum post Superannuation Service currently not processing payments - Feb. 2022. 

[HmmmReally]

Not wanting to just post a me too but.... We processed our last payment 7 days ago. Tried ringing last Friday and after 45 minutes on hold was told that the payment would clear that day or on the Monday thereafter.  It's now Tuesday and there still no sign of the payment having been processed.

Tried ringing the "support team" and after 45 minutes was then hung up on. 

Where can I send my invoice for the time wasted?

[Tracey_H]

Hi @HmmmReally 

For super payments that are still showing as Processing payment you will need to check the following:

• the Super fund name entered into your software matches what is on the ATO Super fund look up page: superfundlookup.gov.au 
• the employee is registered for the correct fund as some funds share the same USI. 

Once you have made any required changes you can reverse and reprocess the payments.

Please let me know if you need further help.