Super Payment Failed

[Sky1]

Hi,

First time processing super via MYOB pay super, Status is Failed. I have checked troubleshooting pay super but unable to find the reason.

[Melisa_D]

Hi @Sky1, 

Thanks for your post and welcome to the Community Forum ! I'm happy to take a look into this for you, can you please send me a private message with the following details:

• Serial number 
• Your full name and email address 
• Date of the super payment 
• Super payment amount 
• Screenshot of the manage payments window 

[Sky1]

Hi Melisa,

I have messaged you yesterday.

Thanks

Regards

Akash

[Melisa_D]

Hi @Sky1, 

Thank you, I've responded to your private message with the information in regards to this. 

[Sky1]

Hi Melisa,

I have messaged you on 01/06/22, waiting for your response. Issue is still not resolved.

[Sky1]

Hi,

First time processing super via MYOB pay super, Status is Failed. I have checked troubleshooting pay super but unable to find the reason. I raised this issue before 2 weeks before also and i was told below. 

"I've had a look at our records and the error, it looks like the payment has failed as there is missing last names entered for a few employees. I've spoken to our internal specialists and they have advised because you have a large amount of employees, it would best be to export the employee cards only by first and last name. Once exported you can check to see which employees are missing their last name in the last name field."

But, I have checked and all the last names were entered already, few staff have their whole name as first name and "." as last name in official records so thats how their MYOB card is.    Also, while processing super there were few errors like country missing for employee, membership number missing etc. After fixing all those multiple erros, i managed to process super. i beleive if last name was missing, the system wouldnt have let me process it.

Regards

Sky

[Melisa_D]

Hi @Sky1, 

Apologies for the delay in my response, I've responded to your private message. As mentioned in the private message the error we have received from super choice is that the first and last name fields for employees is null. You will need to enter in the first name in the last name field so that the payment can be processed. 

Do let us know how you go.