Forum Discussion

Contributing User

22 days ago

Solved

No Pay Super verification email

I have all Roles & Permissions assigned as my User Type, and added myself as a Pay Super Administrator (checked correct email and phone number), but I am not receiving the verification email to confirm my phone number for authentication. It is not going to junk, and I cannot "resend email". I can only remove the Pay Super Administrator and redo, but this has not solved the issue. I am using the Web Browser to complete. I'm out of ideas.

Acton1
6 days ago
Hi,
I managed to solve my problem without needing to contact Customer Service. This may assist you?
I selected “Two” for the number of people who need to authorise super payments. I then re-invited the new user, as I had previously removed them before selecting “Two”. This seemed to prompt the email for mobile verification.
Once we verified the mobile number, I went back and changed the selection to “One” person needing to authorise super payments.
We have now successfully authorised the super payment with the new user who can authorise payments.
Hopefully this helps if anyone else experiences the same issue.

5 Replies

Acton1
Member
6 days ago
Hi,
I managed to solve my problem without needing to contact Customer Service. This may assist you?
I selected “Two” for the number of people who need to authorise super payments. I then re-invited the new user, as I had previously removed them before selecting “Two”. This seemed to prompt the email for mobile verification.
Once we verified the mobile number, I went back and changed the selection to “One” person needing to authorise super payments.
We have now successfully authorised the super payment with the new user who can authorise payments.
Hopefully this helps if anyone else experiences the same issue.
Alex10
Contributing User
1 day ago
Acton1
Brilliant, that worked. Thank you very much!
Genreve_S
MYOB Moderator
22 days ago
Hi Alex10,

That sounds like you have checked all access, and the email still didn't come through.

If there’s another Pay Super Administrator on the business, ask them to remove and re-add your Pay Super access again. That should trigger a new verification email.

If the email still doesn’t come through, or there isn’t another admin available, you’ll need to contact support for further help. You can reach out by creating a ticket in My Account or connecting with our live chat team through MOCA, our virtual assistant.

Regards,
Genreve
Alex10
Contributing User
6 days ago
Hi Genreve_S,
Thanks for that. Unfortunately that has not triggered the email either.
I have attempted to process super and it allows me to login and submit, but my phone number is not verified so I cannot authorise it. The error refers to the email I should have received to verify my phone number.
Acton1
Member
6 days ago
Hi
I am having the exact same problem. I have done all the "tricks" to trigger the email verification still nothing!! Extremely frustrating. I will give the live chat team a go! Will let you know if I get the problem solved.