Hi
I have started using payday super and 1 employee's 2x payments have been refunded bank into the bank. His superfund is QSuper the membership number matches from the SBSCH and MYOB. When I set it up there were no issues or notices of any mismatched information. Can someone please advise why these 2 payments have been rejected/refunded??? I have attached a screenshot of one. I have asked the employee if he has changed funds and he has not.
Hi TheCoolShop,
Appreciate you sharing that screenshot with the Community.
When you have a moment, could you check your email for any notifications relating to this super payment? If there’s an email about the payment, it should include an error or reason for the refund, please save that error and reach out to our back-end team with those details so they can dig into what’s happened behind the scenes. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.
Regards,
Earl
thanks- no email has come through just spotted the 2x refunds in the bank run this morning. I'm running another pay run tomorrow so will advise if that employees super transactions get refunded again. It's very odd as it was just the last 2 and i started this pay day super on the 20/3/26 and have not been refunded those payments for this employee. (as of yet- as they are the same amount one cannot be sure which PS run they relate to!) I will keep you updated. I processed just those 2 through the SBSCH this morning so we don't fall behind, whilst its still active. If it happens again at least i have until the 1/7/26 to resolve it. :)
there have, so far, been no other refunds from this employee's account however i want to monitor it for the next couple of pay cycles as am unsure how long the super fund takes to reject a payment.
hi Earl_HD
Its happened again, just the one super payment same employee. see attached it is very odd- i worked out his super fund was in MYOB as QSuper which is now australian retirement fund so that was changed in MYOB. Why would this one transaction be rejected after my initial post here- none other have been.
Hi TheCoolShop,
Thanks for coming back to us and for the extra detail about the fund change from QSuper to Australian Retirement Fund. Because this is a one-off rejected super payment for a specific employee, we’ll need to jump into your actual file and see the exact error coming back from the super portal, which we can’t safely do from here. The best next step is to reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account.
Regards,
Sai
