WHEN WILL I GET HELP

Question

UNABLE TO AUTHORIZE SUPERANNUATION - NOT RECEIVING SMS - I have repeatedly requested help on this issue, through the community and via my account. Last Wednesday 08/07/26 I spent 2.5 hours on the line only to be told my (new) case (#03197629) had been forwarded to the technical team and would be resolved in 48 hrs hours. This morning 13/07/26 I come in to work and received an email from MYOB stating that my case had been closed due to no further correspondence from me - an assumption the problem had resolved itself.  WHAT? And no I still cant authorize super payments. can someone please help me.

Princess_R · Answer

Hi @lba,

Sorry you’ve had such a rough run with this. Thanks for following up and working through all the steps other users shared. I’ve reached out to the team about your case and followed it up from my side. They’ve confirmed they’ll reopen it, take another look, and email you back tomorrow. Once they get your mobile number verified properly, you shouldn’t need to keep calling every week just to get your super payments done.

Cheers,

Princess

lba · Answer

Hi Princess, the team member was NOT able to get a code to my phone.

They where able to generate a code through their own phone and/or myob system, whilst I was on the phone to them. This allowed two superannuation payments to be authorized.

This was the 2.5 hrs I spent on the phone, initially on hold.

The problem was NOT SOLVED.

I am unable to process last weeks Super (our payroll is weekly).

The case was opened so the technical team could assess the issue further - they then closed it without doing anything.

To date I have tried everything that has been offered as a remedy by MYOB and noted and tried what had worked for other users in the forum. I have repeated this over and over again.

Once again I'm asking when will I get assistance - current Super is now by 15/07/26.

Surely I don't need to spend another 2.5hrs on the phone in order for MYOB authorize the payment as a quick fix......requiring me to call each week???

Princess_R · Answer

Hi @lba,

That would be so frustrating to deal with, and I completely get why you’d be feeling this way. That’s definitely not the experience we want you to have.

I checked the case and can see the team helped update your phone number and get a code through. If the issue’s still not resolved, you can email back to the case and let the team know it’s still happening so they can pick it back up. You can also have a look at this forum post too, as a few users have shared what worked for them in getting their SMS code working again.

Cheers,

Princess