SUPER WONT REVERSE

Hi  QVS 

'

We have recently been working to resolve an issue impacting some customers where a duplicate payment of superannuation contributions was made. When this happened we immediately ceased sending funds to SuperChoice, which means some customers not impacted by the duplicated payment issue needed to be refunded their superannuation contributions payment and asked to resubmit.

Impacted customers were contacted Friday 18 February and given information on how to reprocess this payment.

If you were not impacted by this and still getting errors,  please send me your product serial number and login email address by Private Message. so we can investigate your specific case further. 

The system is not operating so your reversal will not go through until it is operating again, but MYOB won't provide an estimate as to when that will be or how we will be notified that is is operational again.

I had the same problem trying to perform a reversal.

It's a waiting game again. Don't expect too much, that way you won't be disappointed.

I STILL don't have this issued fixed and our super from November is now overdue and we will be penalized with interest.  No response from MYOB and no fix. VERY disappointed.

Hi QVS 

If you're still getting the error that another person needs to authorise, please click on Ok and process the payment as it should go in the processing stage. If you have already done that, please confirm the status of those payments under the Manage payments window so we can advise the next steps to do. 

Hi Komal,

It was the most important thing that I haven't had a resolution from yet which was it won't allow me to reverse the november contributions to lodge again - it says action cannot be performed.

FYI Our pay super has only one person required for authorisations

Hi QVS 

I had raised your specific issue with our teams, however, as it's still not resolved, please send me a screenshot of the Manage Payments window and I will follow it up. 

Screenshot removed due to privacy concerns ^KS

Hi QVS 

The screenshot attached was for the Pay Superannuation window. Please go to Payroll>>Manage Payments and attach a screenshot of that window as that would point us towards the issue with the reversal. 

The problem is in the reversal stage but i have attached the window you have requested.

You will see the one that says 'payment failed' - this is the one that won't allow me to reverse and relodge

Hi QVS 

Thanks for attaching the screenshot, everything looks okay there. Our developers have asked for the following information as your login should not present this error:

Try to reverse the payment again and after you get the same error message, retrieve the diagnostic log as per instructions given in this help article and attach it to the post here.