That sounds incredibly frustrating, especially after spending that long on the phone without getting a clear explanation.
One thing I’d check before allocating anything manually is whether the super payment was recorded against the correct bank account when it was processed. In MYOB, an existing super payment should generally be matched to the bank feed transaction rather than allocated, otherwise you can potentially create a duplicate transaction.
If nothing is appearing under Match, I’d suggest checking the original super payment details and confirming which “Pay from” account was selected. There are cases where the payment has been recorded against an account such as Undeposited Funds instead of the actual bank account, which prevents it from appearing as a match in the bank feed. In that situation, MYOB’s community guidance has been to record a transfer between the relevant accounts and then match that transfer to the bank feed.
I’d also avoid simply allocating the bank withdrawal to Superannuation Payable until you’ve confirmed whether MYOB has already created the underlying payment transaction, as that could result in the expense or liability being duplicated.
So, my checklist would be:
• Confirm the super payment status is completed/processed.
• Check the original payment and the Pay from account used.
• Look under Match Transactions, not Allocate.
• Check whether the transaction has already been reconciled, as that may prevent it appearing in the bank feed matching window.
• If the payment was posted to the wrong account, investigate a transfer between that account and the actual bank account so the bank feed can be matched.
Hopefully that helps narrow down where the disconnect happened. If you can share a screenshot of the bank feed entry and the super payment details (with sensitive information removed), it should be easier to pinpoint exactly where the transaction has gone missing.
