Forum Discussion

AlisonS1's avatar
AlisonS1
Contributing User
2 years ago
Solved

Failed Super payment

I have had a Failed Super payment for my 3rd quarter 21/22 (for the 1st time ever with no changes, constant staff and payroll/super details - nothing is any different to many previous Super payments ...
  • Melisa_D's avatar
    Melisa_D
    2 years ago

    Hi AlisonS1, 

     

    As of 31 March 2020 we did end support of this operating system, information on this is available on this Community Forum post Windows 7/Windows Server 2008 R2 - End of Support. However by being on Windows 7 this wouldn't have affected the superannuation payments. 

     

    I do have an update from the team in regards to your particular issue, the team have found the reason of the failure of those payments is due to the payment on the 5/4/2022. The payments that you have processed and are currently in processing should not be deducted from your account.

     

    So that you can process the super payments you will need to fix the Super fund for MERCER SMARTSUPER PLAN (USI: 19905422981888) and check to see what is in the employer membership number field, it needs to either have a number or left blank (No spaces, symbols or specialist characters). It would best be to clear the field and Save. 

     

    Once you've done this, you can reverse the last super payment you recorded and reprocess it. It should then work. 

     

    Please let me know once you have reprocessed so I can check our records to see if it looks normal on our end. 

Melisa_D's avatar
Melisa_D
Former Staff

Hi AlisonS1, 

 

As of 31 March 2020 we did end support of this operating system, information on this is available on this Community Forum post Windows 7/Windows Server 2008 R2 - End of Support. However by being on Windows 7 this wouldn't have affected the superannuation payments. 

 

I do have an update from the team in regards to your particular issue, the team have found the reason of the failure of those payments is due to the payment on the 5/4/2022. The payments that you have processed and are currently in processing should not be deducted from your account.

 

So that you can process the super payments you will need to fix the Super fund for MERCER SMARTSUPER PLAN (USI: 19905422981888) and check to see what is in the employer membership number field, it needs to either have a number or left blank (No spaces, symbols or specialist characters). It would best be to clear the field and Save. 

 

Once you've done this, you can reverse the last super payment you recorded and reprocess it. It should then work. 

 

Please let me know once you have reprocessed so I can check our records to see if it looks normal on our end. 

AlisonS1's avatar
AlisonS1
Contributing User
2 years ago

Thanks you Melisa and staff,

 

Yep the Mercer Fund had a tiny fulls top in the employer NUmber area that i deleted.

 

Ive reprocessed the payemnt and its currently 'processing'.

 

Many thanks, hopefully this will work.

 

Much appreciated Alison Sigley

 

 

  • Melisa_D's avatar
    Melisa_D
    Former Staff
    2 years ago

    Hi AlisonS1, 

     

    You're so welcome ! I've taken a look at the payment and I can see that it has appeared to processed correctly this time, it is still in processing status but will be updated once complete. 

     

    Feel free to come back to the Community Forum if you have anymore questions, we are more than happy to assist.

  • AlisonS1's avatar
    AlisonS1
    Contributing User
    2 years ago

    Hi Melisa,

     

    The last 10K Super payment is still processing after 4 days in 'manage super' in AccountRight.  Should be thru by now ??

     

    In addition I want to do my my EOFY payroll finalisation thru the payroll reporting centre. Can I go ahead with that ?

     

    Thanks Alison (as she enrvousyl awaits processing of the super payment)

     

     

     

     

  • Melisa_D's avatar
    Melisa_D
    Former Staff
    2 years ago

    Hi AlisonS1, 

     

    Sorry for the delay in my response. Did you still need assistance with this ?