Forum Discussion

Contributing User

22 days ago

Superannuation Payment via Clearing House and Wrong Member Number

Hello, we recently completed a super payment for an employee. However the employee had accidentally provided an incorrect member number. The clearing house attempted everyday to try and pay t...

Doreen_P

MYOB Moderator

22 days ago

Hi there thomas4,

MYOB will not endlessly attempt to remit a super payment if it doesn't initially go through. If a super payment fails, it will not be retried automatically. Instead, it will bounce back to your bank account, and you'll need to reprocess it. To make sure that any issues causing the failure, such as insufficient funds or incorrect details, can be addressed before attempting the payment again. It takes up to 10 business days for a super payment to be received by the fund. You can also reach out to the Pay Super team for more information.

Best regards,

Doreen

thomas4
Contributing User
22 days ago
Thank you for your reply.

I asked my manager and got some more details.

Payrun 1 was completed.
The super accrued in Payrun 1 was paid out.
The superannuation from Payrun 1 bounced back.
Payrun 2 was completed after the first superannuation bounce back.
The super accrued in Payrun 2 was paid out.
The superannuation from Payrun 2 bounced back.
We fixed the member number (after being given the incorrect details twice).
No payrun was completed after the second payrun nor any super repayment paid but for some reason the clearing house paid out the second super payment again but now to the correct member number.

So what we're concerned about is after the second payrun's super bounced back we then fixed the super number but then myob by itself sent out another payment for the second payrun's super without any prompting? We just want to be careful that we don't end up making extra super payments without going through MYOB's authorisation process.
- Earl_HD
  MYOB Moderator
  21 days ago
  Hi thomas4,
  
  It is unusual that there was no prompt message when sent out another payment for the second payrun's super after the super number was fixed. Typically, there should be a prompt or confirmation message before any automatic payments are processed to ensure that users are aware and can authorize the transaction. This is part of MYOB's authorisation process to prevent unintended payments.
  
  Additionally, you can reach out to our support team for more assistance. You can contact them through live chat via our virtual assistant MOCA or by raising a support ticket through myaccount.myob.com.
  
  Regards,
  Earl