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ElkaS's avatar
ElkaS
Trusted Cover User
3 years ago
Solved

Super Authorised but popup window said 2nd authorisation needed

I'm an authoriser of Super in our files and I completed the authorisation yesterday for 2 payroll files via SMS Code and the Status says Processing Payment. However I had a window pop up that said "Almost there!.... You've authorisaed the payment, but someone else also needs to authorise it". When our Pay Administrator logged in and went to the Manage Payments window the status also said Processing Payment and she couldn't do another authorisation.  Does this mean that the direct debit will be taken from our bank acct today or if our Pay Administrator needs to approve it first - how does she do this? Thanks, Elka

 

 

  • ElkaS's avatar
    ElkaS
    3 years ago

    Thanks Tracey_H , I assume that's due to the error in doubling of direct debits that's recently occurred and being looked into, and so the payment will only be taken out when resolved? Cheers, Elka

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  • Tracey_H's avatar
    Tracey_H
    Former Staff
    3 years ago

    HI ElkaS 

     

    Thanks for your post. Due to other circumstances, we have disabled Pay super processing at this time. We do hope to have that process back in place soon. We do apologise for the inconvenience caused.

     

    With regard to the authorisation message, this is being looked into by our teams.

    • TODonnell's avatar
      TODonnell
      Experienced User
      3 years ago

      **edit**

      I have just seen a response where you are stating super processing has been disabled?

      So can I process oour super or not???

      Thanks

       

      Hi, we have also had super payment issues. We have had our super returned to us, yet there were no errors & yet nothing states why it was returned.

      We reversed the super payment & resubmitted it, now for it to come up stating the above message that it needs to be authorised - yet there is no where for anyone to be ablelto authorise it. 

      We have enven checked our bank, where there is also no where for anyone to authorise.

      Can you pelase advise what is going on?

      Everything was working fine before MYOB changed how they are now paying the super?

       

       

       

      • Tracey_H's avatar
        Tracey_H
        Former Staff
        3 years ago

        Hi TODonnell and ElkaS 

         

        The service that facilitates our superannuation payments has been re-enabled, as such, super payments are being processed.

         

        • If your super payment was refunded you will need to reverse and re-process that payment.
        • If the payment was not refunded you don't need to do anything.
        • If the super payment was deducted twice and refunded, record a Spend money for the second withdrawal and a Receive money for the refund

         

        With regard to the message asking for a second authoriser. Our teams are investigating this, in the meantime, you can simply click ok and ignore it and the payment will be processed.

         

        Please let me know if you need further help.

    • ElkaS's avatar
      ElkaS
      Trusted Cover User
      3 years ago

      Thanks Tracey_H , I assume that's due to the error in doubling of direct debits that's recently occurred and being looked into, and so the payment will only be taken out when resolved? Cheers, Elka