PAY SUPER NOT WORKING

[NIBI65]

I have tried numerous times to process my superannuation payment through MYOB Essentials Accounting + Payroll but it keeps coming up with the following error message :

It looks like something went wrong with your payment. If you need help, contact MYOB Support.

Please assist as today is the superannuation payment due date and if I don't pay today I will have to submit a superannuation guarantee charge statement to the ATO and I will be penalised by not paying by the due date.

[KirstySuth]

I'm having the exact same problem and I have am on hold for one hour with MYOB.

[NIBI65]

Have you had it resolved yet ?

[SamaraM]

HI @NIBI65 and @KirstySuth 

That error usually occurs when one or more Super Funds involved in the Super Payment Transaction are no longer accepting contributions or changed their details.

Could you please check with the fund you are trying to pay to the following details are the same as what you have entered on the software:

• Name of the fund 
• ABN
• USI or SPIN number 
• Employee Member Number

If the fund confirms that the details are correct and they have not restricted contributions, feel free to respond with the details (except for the employee details), and I can investigate the issue for you. 

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

[KirstySuth]

Hi SamaraM

Thanks so much for your help.

I have checked with the fund - Future Fund and fixed that all up. I even created a new super Future Fund account and attached that to the employees as suggested in another community forum.

I have a different error message that says: " It looks like something went wrong with your payment. Call MYOB."

I have tried only paying super without the Future Fund, Ive tried paying each of super funds separately but that didn’t work.

I called MYOB, waited 2 hours and got through. They also said that a super fund wasn’t working and they would call back to help fix it and they haven’t called back.

Now I can’t submit the super on time.

[Glenview]

Pay super has been processisng for 6 days now, the money has come out of my account. Whats going on?

[SamaraM]

Hi @KirstySuth 

Sorry to hear that you have had that experience with contacting our phone-based team.

I couldn't find a fund specifically called "Future Fund". Could you please provide some more details to help me assist you further:

• Full Name of the fund 
• ABN
• USI or SPIN number 

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

[SamaraM]

Hi @Glenview 

If the status is showing as "Processing Payment", then the payment has been sent for processing and the direct debit has been initiated. This status generally remains for 1-3 business days.

If this status is showing for more than 5 business days, then I can have a look into why that is occurring. Can you please provide the following over Private Message:

• Serial number or client ID
• Account name and name of the primary contact on the account
• Screenshot showing the Manage Payments window where it shows the status  

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

[SAMI1]

I am having the same issue, but with Sunsuper Superannuation Fund and I have checked the details and all are correct.  I urgently need assistance please.

[SamaraM]

Hi @SAMI1 

Welcome to the Community Forum. Recently, SunSuper and QSuper have merged to create a new SuperFund called Australian Retirement Fund.

If you haven't updated your employees' fund details since then, then it may cause issues sending the super payment through. Your employees should have been notified of this change and can supply you with the new fund information.

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