Can't login to Super Portal?

[Consultec]

Trying to pay super but it won't accept my password/login details which have never changed and no option top choose "forgot password" basically cannot pay super?

[Melisa_D]

Hi @Consultec, 

Thanks for your post and welcome to the Community Forum ! If you're still having troubles with this can you please confirm if you get any error messages when attempting to sign in ?

[Consultec]

Thankyou Melissa, I have literally just this second worked it out. I used the password that I log in to MYOB with. I don't understand what has changed though. When I set up the Super Portal up a few years ago I had a password for the Super Portal itself (the purple screens), when I clicked on "Pay Super" I used this password. Just now I clicked on "Pay Super" but instead of entering my Super Portal password I thought I would enter my MYOB login password and it has givem me access? Did I miss the memo? And now I see the status as "Processing payment" and nothing seems to be happening? I assume there is another issue going on? TIA.

[Melisa_D · Accepted solution]

Hi @Consultec, 

Thanks for the update, I'm glad to hear that you've been able to login. Super portal and Pay super are different services, in the upgraded version of Essentials Pay Super is now used and you can login with your MYOB Email address and password to access super. I've linked some information on this here: 

• Set up Pay Super 
• Make superannuation payments 

In regards to the Processing payment status, we did have an issue last week where the Pay Superannuation service had been temporarily disabled while our teams deal with a duplication error with payment. This has now been re-enabled and the payment statuses should update shortly. If this doesn't update by end of day today please let me know. 

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

[Consultec]

Thanks Melisa,

Yes I have now noticed that the payment has been deducted from the bank account. This is a lot easier & quicker than previously so is a bonus I guess. I know there was an update as I had to sign/agree to this when processing this last Pay Super but there didn't seem to be any notification that the process would change as such and what to do, again perhaps I missed this email.

I assume the information that used to be sent in the Super file that we uploaded is now automatically sent? 

Thanks

Jen

[Melisa_D]

Hi @Consultec, 

Apologies for the delay in my response, this attached document has information on the changes to the way super payments are now processed. 

[HughBooks]

When trying to log in to Pay Super, I recieved the message; "Something went wrong. Please try again or refresh the browser." After about 20 min of fruitless troubleshooting, I found this thread, tried my new MYOB password, and it logged right in.

So, FYI for anyone getting this message, I hope you find this thread faster than I did when getting this misleading error message.

@Melisa_D, I'm not sure where else to request that this be fixed - can a more accurate error message be given when the login credentials are wrong?

[Melisa_D]

Hi @HughBooks,

Glad to hear you've been able to login. We appreciate your feedback and I've passed it on to the right team.