Not receiving SMS when authorising Pay Super Payments

Try checking the SMS spam folder of your phone. 

If you have an iphone, click the menu on the top right-hand corner, select "spam", and if you find your MYOB codes there, you can "mark as not spam" so they come through normally from now on. 

I'm having this issue since July 1 this year....any help from MYOB would be appreciated. 

After many requests for assistance from MYOB, including hours long wait times to speak to anyone, and MYOB repeatedly closing my case before it was resolved. YOU have solved the mystery.

Thank you. Like you, I had no idea there was a SPAM folder. And there were all my codes.

:-)

Sharing a further update as to the solving of this mystery, in case it assists other people. An extremely helpful person on MYOB phone support suggested that I check the "spam" folder of my iPhone SMS messages (which I didn't even know existed). I found this by clicking the menu in the top left-hand corner of the SMS messages page.

Sure enough, there were about 50 authorisation codes that I have tried to send over the past 2 months.

There is then the option to mark as "not spam" and the codes are now received in the usual way. 

Hi CCM94,

Totally understand why you’d be thinking that at this point. It’s hard to know from here whether it’s a phone setting issue or something on the Pay Super setup.

If you’re the Pay Super administrator on the file, you should be able to update your mobile number in your Pay Super settings. You can follow the steps in this guide. Once that’s done, try processing the super payment again and see if the SMS code comes through for authorisation. If it’s still not working after that, it’ll need a closer look from the team. I’ve seen your cases and already followed them up, so the team should be in touch with you as soon as they can.

Cheers,

Princess

Amanda, I have tried the chat and unfortunatrely I went in circles for 30 minutes. So I logged 3 support requests (spread over 2 weeks) but nothing further heard about these either. I receive 2 factor id codes through my mobile, and checked my account which shows my mobile number. Could it be something in my phone that is not set up to receive the code. Im out of ideas but clearly need to get it resolved. 

Hello Earl,

Thank you, I have managed to get authorisation buy changing the phone number to a different number in both my account and the super authorisation. I will leave it as it is, happy that the payments are able to be authorised.

Kind regards,

Trudi 

Thank you to the person that said to delete your phone no. and replace with partner's no., then re-enter yours again.

It then works

Hi Trudiw1,

Hi Trudi, that definitely sounds like a hassle, especially after you’ve already tried email and live chat. Since you mentioned this was happening before the Telstra outage, it does sound more like something specific to the Pay Super authorisation step.
 

A few things worth trying:
 

 - sign out of MYOB completely, then sign back in before requesting a fresh code

 - if a code was already requested, let that one expire first, then use the resend option

 - double-check that the mobile number linked to the Pay Super authoriser or Pay Super administrator is still the current verified number

 - if that number was changed recently, make sure those MYOB account details have been updated before trying again

If the SMS still doesn’t come through after that, this would need a further check on the back end. If you already have a case, please hang tight for our team’s response as they’re still working through older cases at the moment.

Regards,
Earl

Hi,

My phone settings are correct and this was occurring before the Telstra outage, I have sent an email and waited on hold for two hours and attempted the live chat, have it open for an hours waiting for someone to reply to be, no reply on the live chat and not reply to my email. this issue is stall not rectified for me. Is there a contact to the Pay Super service direct?