PaySuper error message - Your login to Pay Super may have timed out.

Hi Doreen,

Thank you for your detailed reply. I have done most of those things but will check on some of them I haven't done.

Seems like we have to do a lot of background work to get this process to work for us. The steps you have provided are a great deal of work.

Can I ask why I have to go through such a lengthy process when MYOB could just reset the Pay Super link instead? 

Hi APMMichelle,

The message "Your login to Pay Super may have timed out." pops up when your Pay Super access hasn’t fully refreshed yet or there’s been a change to super details while you’re trying to record the payment. Here are a few quick things you can test:

Check your access

• Make sure you have full / Administrator access in the file.
• Ask another Pay Super admin to try creating the payment and see if they get the same error.

Check and clean up super funds

• Go to Settings (⚙️) → Payroll settings → Superannuation funds.
• Look for any duplicate funds / SPINs / USIs / names.
• If you find any, delete the duplicates and reassign the correct fund to affected employees.

Refresh the fund and your browser

• Log out of MYOB, clear your cache and cookies, then log back in.
• For one employee, unlink their super fund, delete and re-add the fund, then re-link it. This refreshes the fund setup.

Refresh your role in the file

• Log out, then have someone with Administrator access:
  
  • Go to Settings → Users and permissions, change your role away from Administrator, save, then change it back to Administrator and save again.
• Log back in and try creating the Pay Super payment again.

If you’ve worked through all of that and it’s still not letting you record, reach back out to our team so they can reset your Pay Super link on their side. You can contact them on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account.

Cheers,

Doreen