Super Authorised but popup window said 2nd authorisation needed

[ElkaS]

I'm an authoriser of Super in our files and I completed the authorisation yesterday for 2 payroll files via SMS Code and the Status says Processing Payment. However I had a window pop up that said "Almost there!.... You've authorisaed the payment, but someone else also needs to authorise it". When our Pay Administrator logged in and went to the Manage Payments window the status also said Processing Payment and she couldn't do another authorisation.  Does this mean that the direct debit will be taken from our bank acct today or if our Pay Administrator needs to approve it first - how does she do this? Thanks, Elka

[Tracey_H]

HI @ElkaS 

Thanks for your post. Due to other circumstances, we have disabled Pay super processing at this time. We do hope to have that process back in place soon. We do apologise for the inconvenience caused.

With regard to the authorisation message, this is being looked into by our teams.

[ElkaS · Accepted solution]

Thanks @Tracey_H , I assume that's due to the error in doubling of direct debits that's recently occurred and being looked into, and so the payment will only be taken out when resolved? Cheers, Elka

[TODonnell]

**edit**

I have just seen a response where you are stating super processing has been disabled?

So can I process oour super or not???

Thanks

Hi, we have also had super payment issues. We have had our super returned to us, yet there were no errors & yet nothing states why it was returned.

We reversed the super payment & resubmitted it, now for it to come up stating the above message that it needs to be authorised - yet there is no where for anyone to be ablelto authorise it. 

We have enven checked our bank, where there is also no where for anyone to authorise.

Can you pelase advise what is going on?

Everything was working fine before MYOB changed how they are now paying the super?

[Tracey_H]

Hi @TODonnell and @ElkaS 

The service that facilitates our superannuation payments has been re-enabled, as such, super payments are being processed.

• If your super payment was refunded you will need to reverse and re-process that payment.
• If the payment was not refunded you don't need to do anything.
• If the super payment was deducted twice and refunded, record a Spend money for the second withdrawal and a Receive money for the refund

With regard to the message asking for a second authoriser. Our teams are investigating this, in the meantime, you can simply click ok and ignore it and the payment will be processed.

Please let me know if you need further help.

[Nincha]

Hi Tracy, when the super payment will reach superfunds? We paid on 11 February. It is 2 weeks today. Where do you keep the money meanwhile. Could you just refund them if you are unable to process the payment?

[Tracey_H]

Hi @Nincha 

I have replied to your post here. Generally speaking, we do aim for 5 day turnaround time for those payments, however, we are seeing what we can do to expedite the process for customers at this time.

[idrck]

Hi Team 

I am tagging onto this post reply.

Our funds were returned and I have now reprocessed but confirming as long as the payment says completed in the manage superannuation screen then the payment is ok and ignore the second authorisation message as detailed in your reply "With regard to the message asking for a second authoriser. Our teams are investigating this, in the meantime, you can simply click ok and ignore it and the payment will be processed."

Thank you

Donna

[Tracey_H]

Hi @idrck 

That's correct, if only one authoriser is set up you can ignore that message and the payment will be processed.

Please let me know if you need further help.

[H-TS]

For the record, this comment...

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@Tracey_H wrote:

With regard to the message asking for a second authoriser. Our teams are investigating this, in the meantime, you can simply click ok and ignore it and the payment will be processed.

---

...is the kind of message I wouldn't mind receiving as a mass email to all registered pay super users. I shouldn't have to come here to the forum to investigate it. 

I am already subscribed to the status issues emails, why can't we be notified about stuff like this? Because you don't want the users to know just how many issues there are that we don't know about because they don't necessarily affect us directly? Instead, I've wasted 5 minutes whinging when if MYOB had just sent an email to us all when you became aware of the issue, I would have just clicked OK and been done with it.