Re: Super payments not processing but paid

Hi smclarke, 

Thanks for your post and welcome to the Community Forum ! Can I please confirm if the payment has come out of your clients bank account ?

Hi Melisa_D  

Thanks for getting back to me. No, nothing has come out of the bank account yet. 

Regards, 

Shaun 

Hi smclarke, 

For super payments that are still showing as Processing payment and payment has not come out of the bank account yet 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 will need to reverse and reprocess the payments.

Do let me know how you go. 

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

Hi Melisa_D 

in regards to the super fund name, is that for all employees? we've managed to process 2 payments in the past with no issue.

Hi smclarke, 

Yes, please check all superfund names. Once checked and made the required changes you should be able to reverse and reprocess the super. 

Hi All,

I have just been on the chat to a super specialist as I had my super payments taken out of our account but the status still states processing.

Apparently the payments will be fixed by the end of the week.

Told them to put a notice up and to let their call team staff know this as I was put through to the specialist super team as the person was no help and was number 2 in the queue and still was number 2 when I hung up after 50 mins.  I was also on the chat box to see which was quicker.  The super specialist on the chat box gave me this information that it will be fixed by the end of the week.

Hope it helps you guys out there before waiting forever to get an answer.

Jacki