Forum Discussion

Kimmy12345's avatar
Kimmy12345
Experienced User
3 years ago
Solved

Super - Unable to record payment

Hi,   I have been trying to process my super payment for Feb since yesterday. Yesterday I was unable to as it said I had 2 employees with the same member number which was incorrect.  One employee h...
  • Sam_R's avatar
    Sam_R
    3 years ago

    Hi Kimmy12345,

     

    Thank you for your post.

     

    There have been some superfund mergers lately that could be causing this error you're receiving. Could you please check the Superfund details entered into your software match what is on the ATO Superfund lookup page: superfundlookup.gov.au.

     

    Let me know how you go. 

     

    If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

Kimmy12345's avatar
Kimmy12345
Experienced User

Hi Sam,

 

I have checked each one of the 5 Superfunds we use and nothing has changed. In saying that, if there was an issue with the superfunds, I would think that I would still get past the step that I got to. It seems more that it is an issue with my details as I cant even log in to "the Pay SUPER portal - my details are "invalid". Would the difference in name spelling cause this?

 

Just for reference I have been on the phone for 1.75 hours now and it is still telling me I have a 45min wait. This is after an hour when an operator answered and said it would only be another 10-15min wait to get through to the relevant department. Very poor service. I am so disappointed - I really loathe having to call MYOB for this reason as it was 3.5hrs wait over 2 days last time with no resolution as I hung up in despair.

Sam_R's avatar
Sam_R
Former Staff
3 years ago

Hi Kimmy12345,

 

Thank you for letting me know and sorry to hear about your experience with phone support. If you did want to provide additional feedback on this, you can submit a formal complaint to our Feedback & Complaints channel available through our Contact Us page.

 

Usually when this error occurs, a red cross icon will appear next to the employee that is having issues, and once you hover over the red cross/warning icon it will display the details that need correcting. Does this appear for you? 

 

In regards to you not being able to log in, could you please send me a private message with the email address you're using to sign in?