Forum Discussion

NaomiC8426's avatar
NaomiC8426
Member
2 days ago

PaySuper and Change ABN

When attempting to process my first PaySuper run, it came up saying that one or more of the Super Funds selected are invalid.

 

I attempted to process each employee one at a time and this failed for all 5 employees.

I re-created the Super Funds and updated the employee records and then attempted to process again - got the same message.  I have checked all the Super Funds on their websites and on ABN Lookup Tool and they are all active. The ABNs and USI's look correct also. 

 

I suspect it may have something to do with an ABN Change to our business.  The old ABN is showing up in our My Account area.  Two support requests have been lodged (one by the Primary holder), but 14 days later, I haven't received any answers or support.  Can you provide some advice?

1 Reply

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    2 days ago

    Hi NaomiC8426,

     

    I can see you’ve already put a lot of time into checking all the Super Fund details, and that’s a fair bit to work through.

     

    We don’t often see an ABN change affect Pay Super processing, but in this case it does sound like it could be part of what’s going on, especially since you’ve already double-checked the fund details and even recreated the super funds. I also had a look at your support cases and noticed one of them has been waiting much longer than it should, which really isn’t good enough.

     

    Because this one needs a proper look from our support team, I’ve followed it up from my side. I can’t lock in a timeframe just yet because the team is working through a high volume of cases at the moment, but I have given it a nudge and I’ll keep an eye on it to help make sure it gets the attention it needs.

     

    Cheers,

    Princess

     

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