Superannuation returned Reversed & paid twice
Just checking to see if anyone has had this problem. I have been trying to fix this since the 13th May 2026 with numerous calls.
I had super returned for a staff member.
I called MYOB **bleep** Support and she guided me to reverse the entry (all 18 of them) and then guided me to re-do it (all 18 of them even though i kept on asking her are you sure this will not go through our bank again) She kept saying no it will not all come out of your bank for sure.
But guess what a couple of days later on 15th May there it is it came out of my clients bank account the whole amount.
I called MYOB and after 2 hours on hold i was told it wasnt something the support person could do as the entry in Manage payments was still showing processing and it needed to show it as processed. That i should send all my supporting evidence to mailto:paysuper@myob.com and they will help me.
This is what i had to send to them:
Please email this as new email message to paysuper@myob.com and include this details :
- customer/business name
- serial number / client ID
- affected employee
- original batch/payment date
- reversal date
- reprocessed date
- duplicate whole-batch amount
- confirmation that status is Processing
- proof/screenshot of the duplicate debit
I then got an email back saying:
MYOB Pay Super – Autoreply
Thanks for contacting the MYOB Pay Super team.
We’re currently receiving a high volume of enquiries, so our response time is approximately 10–12 business days.
You may be able to resolve your query sooner using these options:
Payment limit change: You can update your Pay Super payment limit yourself at any time by following these steps:
http://help.myob.com/wiki/x/IhCc
From 16th April 2026, we are no longer processing limit changes on your behalf. If your enquiry is about a limit change, this case will be closed and you’re welcome to action it directly.
Payday Super info: Visit our Payday Super Support Hub for guides, FAQs and updates: https://www.myob.com/au/support/myob-business/payday-super-support-hub
Technical issues: For system errors, access or performance issues, contact our Support Team on 1300 555 123.
Accountant or bookkeeper partners: for additional Pay Super training, your MYOB Account Manager can help arrange a session with a Partner Solutions Consultant.
Regards,
MYOB Pay Super team
After not hearing back from them i decided to spend nearly 2 hours again on hold waiting to talk to someone to be just told sorry the payment has gone through and we cant help you. You have to call the super funds or take it out of next pay (18 staff, 18 super funds)
Does anyone on the forum have any quicker way i can fix this problem ??
Because MYOB wont help
Regards,
The MYOB Team
