Super fund has become inactive in MYOB

Hi Bel5, 

10 years is certainly a long time, and I can see you’ve already checked the fund name, ABN, and USI, and that this started after the upgrade. Sorry you’ve had to spend more time checking details that were working before. Since those details appear correct, Support will need to investigate why Pay Super is rejecting the contribution; the message doesn’t necessarily mean the fund itself is inactive.

To keep your account and employee details private, please submit a support request through My Account > Support > Contact support: How to submit a support request. You can also use the chat bubble on the MYOB support page to see the available support options.

Regards,

Genreve

Hi tilly7175, thanks for posting. I can see why this is concerning, especially with two super payments now due.

That message doesn’t always mean the fund details have changed. It means MYOB Pay Super couldn’t validate the fund when the payment was created. As the Asgard fund has now disappeared from your super fund list, the support team will need to check this from their side.

You don’t need to create another case. Your existing case is the right place for this account-specific issue, and you can send the screenshot, fund ABN, and USI if those details weren’t included originally. Wait times are longer than we'd like, but rest assured the team will be able to help.

Regards,
Genreve

Did this get resolved? I'm having the same issue.

Hi FJ1959,

Thanks for getting in touch. If you’re seeing the error “One or more super funds selected is inactive and can’t accept payments,” it’s usually because the fund has merged, its USI or ABN details have changed, or the fund record has become corrupted. It could also occur if the ABN from which the business is making superannuation payments is cancelled or invalid.

As a first step, please check the fund’s details in Super Fund Lookup using its SPIN/USI rather than the fund name, to make sure the information is correct. You can also try creating the fund again with a slightly different name, linking it to the employee’s profile, and processing the super payment again. If the issue continues, our support team will need to take a closer look at the fund details and setup. Please contact them by phone or start a live chat with our virtual assistant, MOCA, and they'll help investigate why the fund isn’t accepting payments.

Cheers,

Princess

Hi, I am having the same problem with an employee on Asgard.  

I am also having this issue...so many issues with payroll after all the upgrades this year. No details have changed with CBUS...but cant pay super as keep getting this note;

One or more super funds selected is inactive and can't accept payments. <Link>Find out more, https://superfundlookup.gov.au/</Link>

This link doesn't even work unless you modify it. Then CBUS does not even show up in the search link. But I googled it and USI is still the same/ unsure on their ABN?

Is there a MYOB contact number to call, Used to be able to ring and speak with a consultant, but cant seem to find a contact number now?

As every payroll I enter "fails" to send off STP...been happening for months now (since an upgrade to your system) and my accountant has been fixing up.. but there is NO reason why this is happening and it is still happening EVERY pay run. So frustrating.

Hi Bel5,

Sorry you’re having trouble paying super to Cbus. We’ve seen a similar issue resolved by updating the super fund details, especially the ABN and USI, under Payroll settings > Superannuation funds, then saving the fund. When selecting the fund, please choose Construction & Building Unions Ssuperannuation Fund rather than just Cbus Super. You can check the fund details on the MYOB super products list. If you’re still having trouble, please contact our Support team via the Contact Us page. 

Cheers,

Doreen

Hi Doreen,thanks for the reply.

So just for back story info, we have been using your software for ~10 years and I have been paying super into this CBUS account with no issues for over 2 years (off the top of my head). Then all of a sudden, since you have upgraded, it will not process. I have checked 'payroll settings' and the CBUS details are correct - correct "construction and building super fund etc" name, correct USI, correct ABN. There was no phone number or website for CBUS, so I added these and saved them...but this was not needed for the last 2 years?? There is NOTHING in the "employer membership no" box, but that is greyed out regardless and most of the other boxes are greyed out as well. My accountant says the issue is from your end and I have even contacted CBUS to ensure their details are correct as read a reply to someone else and your reply to me saying CBUS maybe had changes to their ABN,USI or of they have merged with another fund etc. They gave me a stock reply asking for more of my details... but I did note this at the bottom of their reply email? 

United Super Pty Ltd ABN 46 006 261 623 AFSL 233792 as Trustee for the Construction and Building Unions Superannuation Fund ABN 75 493 363 262

Please I need to sort this out.

The contact us page... does not give me any way to contact you?