Unable to Match Super Payments to PaySuper Transaction

Hi, harjit

Thanks for your post, and welcome to the MYOB Community Forum.

For us to further assist you with this, kindly send us a screenshot of the unallocated transaction and the completed super payment. Make sure to remove sensitive information before posting in the Forum.

Regarding the super payment that is showing as completed already, it cannot be brought back to pending authorisation status as it is already authorised.

We are looking forward to your response.

Best regards,

Doreen

Hi Doreen,

Thanks for reaching me.

Please see attached the screenshots. 

The PaySuper transactions were created a long ago and client was matching it as they were paying but somehow these three transactions got marked as 'Completed' but hasn't matched with the transactions in reality.

I haven't screenshot the third transaction but the payments match exactly with the Paysuper transactions.

Hi, harjit

Thanks for your response and for providing the requested screenshot.

Basically, to make a transaction appear so it can be matched in MYOB Business,  there are 3 requirements that need to be met:

• The transaction needs to go to the bank account that you have set up as your bank feed account. You can check this by going into the transaction and taking a look at the account number at the top of the screen. This account number needs to be the same as the one listed in Banking>>Bank Feeds>>Account.
• The transaction needs to have a similar date range and amount for that bank feed transaction. I would recommend finding the transaction via the Banking>>Bank Register window to check that the particular transaction has been entered correctly.
• Finally, the transaction must not be reconciled or marked as cleared in the Banking>>Reconcile Accounts window. For example, if you open up the Banking>>Reconcile Accounts window and there is a tick next to the transaction it has been marked as cleared. This would make the transaction not be able to be matched.

So provided that those payments impact the correct bank account, are on a suitable day, have a suitable amount and are not reconciled or marked as cleared you should be able to match that transaction. 

Should you need further support, we are here to assist you promptly.

Best regards,

Doreen

Hi Doreen,

I tried checking through all the steps.

- Amount, Bank Account and Date Range is correct.

- The transaction has been marked as 'Completed' and I am not able to find out, how its marked 'Completed'.

- Checked through all the super payments for the past two years and couldn't find any transaction, it has been marked against.

Can someone from support team jump on to the file and check for me.

Thanks.

Hi, harjit

Thanks for your response.

Please confirm if you reversed and then reprocessed super payments. Also, please check under reconciled accounts if there are transactions that were allocated but should not be allocated yet, as this may cause an issue.

We are looking forward to your response.

Best regards,

Doreen

Hi, harjit

We recently requested additional information and are awaiting your response. Kindly let us know if you still need further assistance. Don't hesitate to reach out to us. We are delighted to assist you.

Best regards,

Doreen

Hi Doreen,

The transactions were not reversed/reprocessed. Not able to see any other transaction of the same amount with which these transactions might possibly be matched. 

Checked transactions for the past two years.

Thanks for your patience.

Hi, harjit

Thanks for your prompt response.

Please allow us to check on this so we can further assist. We truly appreciate your patience. We will update you as soon as possible.

Best regards,

Doreen

Hi, harjit

We hope this message finds you well. We wanted to inform you that we've sent you a private message regarding your inquiry. Please feel free to reply to the private message, and we'll be more than happy to help.

Best regards,

Doreen

Hi Doreen,

I am not able to find any private message. I joined back the work today after Christmas break.

Will you be able to please send the message again.