Superannuation Issue - unable to allocate payment

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

and now the call has been disconnected!