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RossGBD's avatar
RossGBD
Cover User
2 months ago

Super Payment Status Still at 'Processing Payment'

Hi MYOB Team,

 

I have got a situation where a client has made super payments during the 2023 financial year however, the status in the Super payments screen is still being shown as 'Processing payment'!  The payments have come through the bank feed, auto allocated and received by the Super Funds as confirmed from the Super Fund Statements.  Any reason why the status hasn't gone to 'Completed' status? Further, are there reasons to believe that this may complicate matters for the client with the ATO in terms of the reporting of the SG as the ATO may come to believe that SG may not have been paid simply because of the status of the payments in MYOB? 

 

This issue has persisted throughout the 2023 FY for the client. 

 

Any good response/help on this issue will be much appreciated. 

 

Regards

 

RB

2 Replies

  • Isaiah_C's avatar
    Isaiah_C
    MYOB Moderator
    2 months ago

    Hi RossGBD,

     

    Totally get why that's a bit of a head-scratcher, especially when the payments have already left the bank and the funds have confirmed they've received them. Sometimes the status in the Super Payments screen can get stuck on "Processing" even though everything's actually gone through fine in the background. It's more of a display/status sync thing rather than the payment not being made. That said, to get this properly checked and updated for you (and to be 100% sure everything lines up on the backend), the best crew to look into this is our Pay Super team. They've got the tools to dig right into those transactions. Could you flick them an email at paysuper@myob.com with the details? They'll be able to investigate and get that status sorted for you.

     

    As for the ATO side of things, if the super funds have confirmed receipt and it's showing in your bank feed, you should be all good. But again, the Pay Super team can double-check everything matches up just to give you peace of mind.

     

    Regards,

    Sai 

  • RossGBD's avatar
    RossGBD
    Cover User
    2 months ago

    Thanks, Isaiah_C​  for getting back to me. I have forwarded the query to the SuperPay team as you suggested. 

    Cheers

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