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Daer's avatar
Daer
Trusted User
1 month ago
Solved

Can't authorise super payments as phone number is different for super settings and MYOB account settings.

Hi, I'm having trouble authorising super payments now that I have been set up as an authoriser because the phone number shown in the superannuation settings section is different to my phone number on my actual MYOB account, which I updated to the current number last year.


When I go to Super settings and attempt to update it in just that section it tries to get me to give an SMS code which I am unable to provide because that phone number no longer exists.  I have email authorisation set up on the main account, not SMS verification, because of previous issues when I changed my number.  The owner of the business is away, which is why I was given the ability to authorise in the first place so I can't check if their login can update my number.

 

I've included a screenshot in case there's another section I need to go into to change my contact details beyond what I've already tried.

 

How can I change my phone number so it is the same in every part of MYOB please?

  • Daer's avatar
    Daer
    9 days ago

    I changed my number to +61 - and unfortunately that didn't work, just another email saying there'd been a change.

    So in a bout of frustration on the following work day I changed my number back and forth from +61 to 04 a few times and eventually I got the email I desperately needed (below) and this issue is now resolved. Somehow. (The format I ended up with was +61 in the end, but I can't say that made the difference but I'm glad it's over). Maybe it got scared of how hard I was hitting the keyboard by the end of it, and so did what I wanted?!

    Verify your mobile number to start authorising super payments



    You’ve been confirmed as an MYOB Pay Super authoriser or administrator for xxx. This means you can authorise superannuation payments made in your MYOB software. Pay Super administrators can also make changes to Pay Super settings, such as user roles and superannuation limits.

    But before you can authorise payments or make changes, you need to provide us with your mobile phone number and help us verify that it’s really yours.

    You can do this here (after you’ve logged in using your MYOB account details):

     

5 Replies

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    28 days ago

    Hi Daer,

     

    Thanks for sharing the screenshot, and sorry for the delay getting back to you.

     

    You’re already in the right spot, and there isn’t another section where you’d be able to update those contact details. Because this is a phone number change, the best option at the moment is to have your Pay Super administrator update it for you through the Pay Super settings. I understand they’re away right now, but this is still likely to be the quickest way to get everything updated.

     

    Cheers,

    Princess

  • Daer's avatar
    Daer
    Trusted User
    22 days ago

    Thanks for that!  Finally did that and got this message what I try to authorise super:


    "You need to verify your mobile number before you can authorise payments. Please check the email we sent you for information on how to do this."

     

    The email (only received the one from MYOB today) reads:

    Pay Super details have been updated

    Hi xxx,

    We’ve processed a request made by xxx to update the Pay Super details for your business: xxx. These changes will apply to all future super payments. You’ll receive email updates for the following changes:

    • Business details
    • Bank details
    • Payment limits
    • Pay Super users added, removed, or a user’s mobile number changed
    • Number of authorisations required to make a payment

    To review your details, go to Payroll settings, then Superannuation payments.

    If you have any questions about this email, get in touch with our security team.

    Regards,

    The MYOB Team

    ~~~

    There is no other email or message.  I logged in to the Payroll settings again, checked the new number was in there and I am listed as a Pay Super Administrator, and hit save but this hasn't changed anything.

     

    I'm sorry, what am I still missing?

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    21 days ago

    Hi Daer,

     

    Thanks for checking that and making sure your number’s been added. If you’re still not getting the SMS code to authorise super payments, it’s worth checking a couple of things first:

    • 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, including the country code
    • If your number is saved starting with 0 and it’s still not working, try changing it to +61 instead

    Hopefully that does the trick. If it’s still not working after that, please reach out to our team by phone or through our virtual assistant, MOCA, which can connect you with our live chat team.

     

    Cheers,

    Princess

  • Daer's avatar
    Daer
    Trusted User
    9 days ago

    I changed my number to +61 - and unfortunately that didn't work, just another email saying there'd been a change.

    So in a bout of frustration on the following work day I changed my number back and forth from +61 to 04 a few times and eventually I got the email I desperately needed (below) and this issue is now resolved. Somehow. (The format I ended up with was +61 in the end, but I can't say that made the difference but I'm glad it's over). Maybe it got scared of how hard I was hitting the keyboard by the end of it, and so did what I wanted?!

    Verify your mobile number to start authorising super payments



    You’ve been confirmed as an MYOB Pay Super authoriser or administrator for xxx. This means you can authorise superannuation payments made in your MYOB software. Pay Super administrators can also make changes to Pay Super settings, such as user roles and superannuation limits.

    But before you can authorise payments or make changes, you need to provide us with your mobile phone number and help us verify that it’s really yours.

    You can do this here (after you’ve logged in using your MYOB account details):

     

  • scotzam's avatar
    scotzam
    Experienced Cover User
    8 days ago

    Worked for me too. Thank you! I has this happen previously with another client and it took weeks for MYOB to resolve

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