Forum Discussion

melindawatson's avatar
melindawatson
Experienced User
27 days ago

Superannuation Issue - unable to allocate payment

Superannuation has been processed and the payment has successfully been debited from the bank account. The withdrawal is showing correctly in the bank feed, however, there is no corresponding transac...
superannuation
melindawatson's avatar
melindawatson
Experienced User
27 days ago

and now the call has been disconnected! 

Princess_R's avatar
Princess_R
MYOB Moderator
27 days ago

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

  • melindawatson's avatar
    melindawatson
    Experienced User
    27 days ago

    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.

     

    • Doreen_P's avatar
      Doreen_P
      MYOB Moderator
      25 days ago

      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

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