Not receiving SMS when authorising Pay Super Payments

Im still on hold.

Hi tashd1,

I’m really sorry this still hasn’t been sorted, especially after spending so much time on the phone. If you’re still not getting the SMS code to authorise super payments, it might be worth checking a couple of things:

• Make sure the time and date settings on your phone are set to automatic.
• Double-check that your mobile number is entered in the right format with the country code and phone number.

If your number is currently saved starting with 0 and it’s still not working, try changing it to +61 instead.

Cheers,

Princess

This is now happening to me as well.  It has never happened before.  The number has not changed so I don't expect I should need to change it unless something has changed on MYOB end.  

Is there perhaps a relation to the Telstra outage today?

Hi motway,

There haven’t been any reported issues on our side at the moment around delayed SMS codes for super. If it’s already been around 20 minutes and the code still hasn’t come through, it’d be best to reach out to our support team via the Contact Us page so they can check it more closely. It’s also possible the Telstra outage you mentioned could be playing a part here too, so that’s definitely a fair thing to keep in mind

Cheers,

Doreen

Hi,

My phone settings are correct and this was occurring before the Telstra outage, I have sent an email and waited on hold for two hours and attempted the live chat, have it open for an hours waiting for someone to reply to be, no reply on the live chat and not reply to my email. this issue is stall not rectified for me. Is there a contact to the Pay Super service direct?

Hi Trudiw1,

Hi Trudi, that definitely sounds like a hassle, especially after you’ve already tried email and live chat. Since you mentioned this was happening before the Telstra outage, it does sound more like something specific to the Pay Super authorisation step.
 

A few things worth trying:
 

 - sign out of MYOB completely, then sign back in before requesting a fresh code

 - if a code was already requested, let that one expire first, then use the resend option

 - double-check that the mobile number linked to the Pay Super authoriser or Pay Super administrator is still the current verified number

 - if that number was changed recently, make sure those MYOB account details have been updated before trying again

If the SMS still doesn’t come through after that, this would need a further check on the back end. If you already have a case, please hang tight for our team’s response as they’re still working through older cases at the moment.

Regards,
Earl

Thank you to the person that said to delete your phone no. and replace with partner's no., then re-enter yours again.

It then works

Hello Earl,

Thank you, I have managed to get authorisation buy changing the phone number to a different number in both my account and the super authorisation. I will leave it as it is, happy that the payments are able to be authorised.

Kind regards,

Trudi 

Amanda, I have tried the chat and unfortunatrely I went in circles for 30 minutes. So I logged 3 support requests (spread over 2 weeks) but nothing further heard about these either. I receive 2 factor id codes through my mobile, and checked my account which shows my mobile number. Could it be something in my phone that is not set up to receive the code. Im out of ideas but clearly need to get it resolved. 

Hi CCM94,

Totally understand why you’d be thinking that at this point. It’s hard to know from here whether it’s a phone setting issue or something on the Pay Super setup.

If you’re the Pay Super administrator on the file, you should be able to update your mobile number in your Pay Super settings. You can follow the steps in this guide. Once that’s done, try processing the super payment again and see if the SMS code comes through for authorisation. If it’s still not working after that, it’ll need a closer look from the team. I’ve seen your cases and already followed them up, so the team should be in touch with you as soon as they can.

Cheers,

Princess