Payday Super - Confirmation Email

Unfortunately, the advice provided does not offer a solution. I have updated my number several times and still nothing. The verification email is non-existent! And this is the case for other pay super administrators I have set up.

Reaching out to support is futile as business do not have the luxury of waiting around for 3+ hours to get a real time response. And online support doesn't respond.

Hi mky2004,

It’s definitely a hassle when the mobile verification email doesn’t come through, especially when it slows everything down. Pay Super authorisers still need to be separately SMS-verified before they can approve super payments. We’ve seen a few customers run into the same thing, and in some cases updating the mobile number has helped. You can also check this forum post for more info. If updating the number doesn’t do the trick, please reach out to our team through any of the support options on our website.

Cheers,

Princess

Hi Princess,

thank you for the response - however i am not sure it actually addresses the problem.  We need the SMS verification before we can authorise the payday super and we have to pay the super on pay day - it is now the law.  We have updated the mobile number but the verification of the mobile number email does not come through.  

So i sort of need a solution - now

We have had emails from MYOB for the past year stating that MYOB is Payday Super ready to use - when we have to use it, it does not work.  We have used alternative super payment options since 2004 when we first purchased MYOB software.  What is MYOB doing to rectify the current problems with the verification email that has not come in.

I have been on hold to MYOB  for 1.5 hours so far and still have the same message - very busy.

Hi DP2 and mky2004,

Thanks for getting back to us, and I’m sorry this has been so frustrating. If updating the number hasn’t helped, the next step is to take a closer look at your specific Pay Super setup. That part does need our support team to check directly, as they’ll need to review what’s happening in your file.

We know wait times have been longer than usual because demand is higher across our support channels right now, but our team is working hard to get through customer enquiries as quickly as possible and help everyone who needs support. While you’re waiting in the queue, you can also connect with our live chat team through our virtual assistant MOCA.

Cheers,

Princess

Hi Princess,

I am still in on hold and they are advising that wait time is in excess of three hours.  The demand is higher because of the problem with the MYOB system, or because the support team is not resourced?

Will the virtual assistant MOCA be able to review what is happening in my file - as you have suggested that is what is needed?

Hi mky2004,

Thanks for following up. It’s a really busy time at the moment with payroll and EOFY, so support demand is much higher than usual. Our team is doing their best to work through enquiries as quickly as possible, but I know that doesn’t make the wait any less frustrating when you need help straight away.

MOCA is our virtual assistant for basic help and self-service options. If you enter "get help from support team", it can escalate you through to our live chat support crew.

Cheers,

Princess

Hi DP2.  The solution that worked for me was as follows.

I had used the normal mobile number that gets us into MYOB however i did not receive a confirmation email.  So i used +61 in front of it which did not trigger an email.

I then put in an alternative mobile number including +61 which triggered a confirmation email.  So accepted that and then put in my original number and got a second confirmation email.  This worked and we were able to process the super payments.

It has been a long day on MYOB hold,  been kicked off the hold system twice and i hope i never have to go back there again.

I hope this fix works for you

Hi Princess_R​

I've tried the solution as provided above by  mky2004​ however this has not worked. 

How difficult can it be to receive an authorisation email to validate my phone number?

I have received an email to say my details have changed,  but i have not received and email yet to validate my phone number. 

This is very frustrating and very disappointing.  

I have tried phoning the help line but do not have the time to wait on hold. 

Hi Joli,

Sorry that workaround still hasn’t done the trick. For this one, it’s best to get in touch with our support team directly so they can take a closer look at the phone number validation side of things. For faster communication, you can reach them on Live Chat via our virtual assistant, MOCA.

Cheers,

Doreen