Forum Discussion

LDOG's avatar
LDOG
Experienced User
3 months ago
Solved

Returned Super Payment

We had a new employee's super payment returned by Mercer due to an incorrect SPIN being used for this employee. 

 

I had all sorts of issues with physical MYOB just not wishing to follow the MYOB instructions in reversing the super payment, kept timing out.  After a very lengthy call with MYOB, and many attempts the reversal seems to have happened and the returned payment has been done.

 

However, under payments the remittance of the returned payment is still showing as 'Processing Payment' - I remitted it 3 days ago. 

I contacted Mercy Super and they need a 'conversation ID' used by the MYOB clearing house - has anyone been asked for this - where do I look for this?

 

Thanks

Leanne

 

  • Doreen_P's avatar
    Doreen_P
    3 months ago

    Hey LDOG,

     

    You’ve wrangled a lot there and got the reversal through. Seeing the remittance sitting at processing payment after 3 days is normal, as Pay Super clears for up to 5 business days. If the status is still showing the same after that, it’s best to reach out to the Pay Super team so they can check the batch. For the conversation ID Mercer is asking for, pop an email to paysuper@myob.com and the team can provide it.

     

    Cheers,

    Doreen

5 Replies

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    3 months ago

    Hi LDOG,

     

    Great to hear they’re looking into the payment issue. Rejected super amounts can show up twice on your balance sheet if the payment was recorded incorrectly, usually from an incorrect reversal or a duplicate entry. To sort it out, find the transaction that’s causing the double-up, then either reverse or delete the wrong one. I’ve added a couple of quick reads below to help you sort out rejected super payments. 

    You can also connect with our live chat team via MOCA (our virtual assistant), or log a support ticket in My Account and we’ll walk you through it. 

     

    Cheers,

    Princess

  • Doreen_P's avatar
    Doreen_P
    MYOB Moderator
    3 months ago

    Hey LDOG,

     

    You’ve wrangled a lot there and got the reversal through. Seeing the remittance sitting at processing payment after 3 days is normal, as Pay Super clears for up to 5 business days. If the status is still showing the same after that, it’s best to reach out to the Pay Super team so they can check the batch. For the conversation ID Mercer is asking for, pop an email to paysuper@myob.com and the team can provide it.

     

    Cheers,

    Doreen

  • LDOG's avatar
    LDOG
    Experienced User
    3 months ago

    Good Morning Doreen

     

    Pay Super Team are currently looking into for me; the payment is now showing completed however the super fund are unable to check their side in regard to the payment hitting the employee's super account.  

     

    I also now have the rejected amount sitting in my balance sheet twice causing the GL account to be unbalanced as at 31 October 2025 - need to get this sorted so I hope the Pay Super Team can assist me in this area also.

     

    Cheers

    Leanne

  • LDOG's avatar
    LDOG
    Experienced User
    3 months ago

    Thanks Princess

     

    This issue is that the reversing process as instructed by MYOB wasn't working, MYOB would keep freezing. 

     

    Once I know that the superannuation has hit the employees account, I will reach out to the MYOB support team to see if we can resolve without have to try the whole reverse process again.   Appreciate your input.

     

    Cheers

    Leanne

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    3 months ago

    Hi LDOG,

     

    It’s not normal for MYOB to keep freezing when you’re reversing or recording a transaction, so this is something we need to take a closer look at. When you’re ready, reach out and our team will jump in to help get it sorted.

     

    Cheers,

    Princess

Looking for something else?

Search the Community Forum for answers or find your topic and get the conversation started!

Community home

Dig into MYOB Academy for free courses, learning paths and live events to help build your business with MYOB.