Superannuation Issue - unable to allocate payment

and now the call has been disconnected! 

Hi melindawatson,

I’m sorry you’ve had to spend so much time chasing a clear explanation and being passed between different teams. That’s not the experience we want for you.

If a superannuation payment appears in your bank feed but the matching transaction is missing, it may be hidden because of a date mismatch, an accidental reconciliation or the wrong account being selected. Please check the following:

• The transaction may already be marked as cleared or ticked and reconciled, which means it won’t appear as available for matching
• The date you processed the super payment may be different from the date it cleared and appeared in your bank feed. Try widening your search and date filters
• The Pay Super entry may have been posted to a different ledger account from the one linked to your active bank statement. Open the super payment transaction and check the Pay from account

If the transaction is still missing after these checks, please reply to your existing support case (03316903) or contact our support team again through any of the options available on our Contact Us page. The team can then review the transaction in your specific file and work through it with you.

Cheers,

Princess

Thanks for responding Princess. 

I can confirm that the transaction date is correct, the correct account has been used and the funds have been debited correctly, however there is no transaction to allocate the payment to. 

I have replied to the no-reply email, however am wondering if the email will go through as the email address is no-reply!

Please have someone from the team reach out to me.

yes, super payment was allocated to the correct bank account, and the pay form account is the account that the debit has occurred.

the transaction hasn't been reconciled previously either. it has me stumped! 

Hi melindawatson,

Thanks for the confirmation of the transactions. We’ve checked your support request, and your reply isn’t showing in the email thread on our side. No worries, we’ve followed up with the support team handling your case so they can pick this up. Please keep an eye on your inbox for their response, and it’s worth checking your spam or junk folder too in case the email has taken a little detour.

Cheers,

Doreen

Thanks Doreen, hoping they can call be please.

regards

melinda

Hi Melinda, 

Did you receive a reply yet from MYOB, as I have a client with the same issue?

Hi Lesa

I have now reached out and additional two times, once I spoke to MYOB and they weren't able to trouble shoot and said they would call back the next morning. This didn't occur. I followed up and was told again someone would call back. MYOB needs to do better as this issue is impacting us

Totally agree. I have put my query on the community - same issue but with 3 bank feeds affected, and duplicated super payment reference numbers. By chance, did the missing matching transaction appear in the bank rec screen?

The transactions have come through from the bank feed, as the withdrawal from the bank occured. However, the corresponding transactions from the Pay Super process have not come through to the bank feed, which is what is causing the withdrawals to remain unallocated