Pay Super -Invalid Employee Membership Number

[LouiseTrack40]

When completing our quarterly super returns via the Pay Superannuation function I keep getting an error message for one employee sating that I need to enter a valid employee membership number. I have checked the paperwork he provided and it matches what is entered against his card including fund spin and ABN number. Have also contacted the fund directly and they have confirmed his membership number is correct.

I have attempted to call the help desk and have had no joy in speaking to anyone despite 4 call backs and over 3.5hrs of waiting! But thats another story!

Some direction on this would be appreciated.

[Theresa_D]

Hi @LouiseTrack40 

Thanks for your post. Apologies for the delay in getting this resolved via phone support.  Please refer to the help article Troubleshooting Pay Super payments which includes information on this error message. 

Let me know if that resolves it for you, if so please mark 'Accept as Solution' to help other users find this information easier. 

[LouiseTrack40]

Hi Theresa,

I have double checked the super info as per the link below and its is all correct in the employee card, including the USI number.

What can I do from here?

[Theresa_D · Accepted solution]

Hi @LouiseTrack40 

Thank you for verifying that this information is correct.  For some super funds there is a very similar identifyer which requires entering the information based on a Member Number Rule (such as add a specific prefix).  I have sent you a private message regarding this so private information is protected.  

I will reply to your private message and continue assisting until this is resolved. Thank you for your patience. 

[Jieunc]

Dear Theresa,

I have the same problem as above. However, the red x error only appear next to one transaction of payroll for this employee. I tried to contact your consultants but cannot reach them.

Could you please kindly help us with this? We need it urgently because the next business day is Supper due date.

Thank you so much. 

[Melisa_D]

Hi @Jieunc, 

Thank you for your post, so I can take a look into this for you can you please send me a private message of the employees Superfund name, Superfund ABN and USI. 

[Jieunc]

Hi Theresa,

Thank you for your response. Luckily the issue has been fixed now. 

Regards,

Amy.

[KB6]

I am having the same problem. The New employee provided all their details but MYOB Super is not accepted it. Stating the member number is invalid.  Please confirm how this can be rectified?  Thank you

[Jieunc]

Hi there!

I was authorised to call the superannuation supplier of my employee and found that my employee was confused and gave me the wrong membership number (short of 0 at the begining). In addition, my case was with CFS fund and it has two account in MYOB hence you should choose the right once with correct fund ABN and SPIN.

Hope it helps.

[KB6]

Thanks. I will try checking all those details again.