Is the Super Payment refernce number supposed to autoupdate? ie each new super payment automatically gets assigned the next number.
Ours is defaulting to PS000003 and has never changed. To date we have been manually updating it to the next sequential number but sometimes that step doesn't happen which means we have duplicate reference numbers for payements.
Hi Edwina,
I'd understand it’s not ideal having to manually update those references each time you process super payments, but at the moment that’s the only option available.
This has already been raised with our developers, and they’re aware of the feedback coming through. We don’t have a definite timeframe to share just yet, but we’ll pass on more information as soon as we have it.
Cheers,
Princess
I did this a month ago and no response from MYOB yet. Just a phone call asking why I'm not accepting online payments.
this is a basic expectation of software not a special task - how do I escalate this successfully?
Hi Edwina,
I understand how frustrating this is, especially when you’ve already raised a case and are still having to manually change the reference number each pay run.
I’m also sorry you have not yet received an update. We are currently experiencing a high volume of support requests, which is contributing to longer response times.
If the reference number keeps defaulting to the same value, it usually means the team needs to review the stored data behind the affected list in the file.
As a case is already lodged, it will be picked up and worked on by the team handling these requests.
Regards,
Genreve
Hi Genreve_S
I find this pretty frustrating; I raised a ticket in My Account last Friday and have not heard a thing. I've just run payroll again for the week and have had to manually change the reference.
How and why is this occurring? How many days does it take to get support on this issue?
Hi Edwina,
Thanks for following up. I understand it’s cumbersome having to manually change the reference number, especially when it should be updating automatically.
If you’re seeing the same behaviour on your file, this will need the team to check the stored data on the affected list and update it where needed. Please reach out to our team via Live Chat through MOCA, our virtual assistant or submit a support case through My Account so they can look into your file directly.
Regards,
Genreve
Has there been an update on this please? As per my comment above this is happening for me too and I am stuck on Number 1 - its far from ideal to have manually do this along with everything else in this new process.
I have just started using MYOB to execute Pay Day Super and this happens to me too. It would not accept the payment with the original reference of PS0001 which, for a new user, is very confusing. I was guessing when I manually changed it to '2' and now it works.
Hi NeilRa,
The super payment reference should auto-update, so it sticking on the same PS number isn’t how it’s meant to behave. This issue with the super reference not updating is already on our devs’ radar, but there haven’t been any updates yet. It’s best to reach out to our team so they can add your account to the affected list and make sure you get an update once it’s sorted. You can contact them on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account.
Cheers,
Doreen
