Super payments not working MYOB Business Pro

[Kristelle]

Have recently migrated to MYOB Business Pro, set up the super details for payment from MYOB, but it keeps coming up with:

"A problem occurred with processing this super payment. Please refresh the browser, check the details and try again."

Two different days I have tried this & it still keeps saying the same thing. Looked at the forum regarding this, have found the same issue mentioned, but there is never a resolution posted. Any ideas what can be done. The super payment is getting later & later because I can't do this. As far as I can see there is nothing that is incorrect in the details of the employees, ect (nothing changed from when I was processing super through AccountRight Live). The set up seems to have been done correctly according to the emails & MYOB confirmations. There is nothing to indicate what is making it not go through either, except for that error message, which is very vague.

[Kristelle]

Would really like a resolution to this, considering it's now the end of quarter & the date for payment is coming up, so I need the supers to be paid asap. Any ideas on what could be the issue?

I have noticed that all the previous super payments made in accountright (that have been processed & gone through) are now sitting saying 'processing payment' since we migrated to Business Pro. Could this have something to do with why it won't process any new ones in the migrated version? 

I have double & triple checked the employees super details & everything is correct.

[Sam_R]

Hi @Kristelle,

Thank you for your post. 

I have seen this error occur when users are trying to process super payments that were generated from pay runs created in the pre-migrated file. 

Could you please confirm if this is the case for you? If so, you would need to reverse each of the pay runs that included these super payments and re-enter them so they are created in the migrated file. It should then allow you to process these payments. 

If the above does not resolve your situation, please feel free to reach out so I can look into this further with you. 

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

[Kristelle]

Hi Sam

Thank you for your response. I have gone to the payruns & they are ones that have been done since migration.

The super has been set up (have done the verification with the number from the myob credit to our account, ect), so am not sure what is stopping the payment from going through.

Kristelle

[Sam_R]

Hi @Kristelle,

Thanks for confirming that.

Could you please confirm the last 4-digits of your serial number? 

[Kristelle]

Hi Sam

I did have someone by the name of Komal reply to me as well, asking for the serial number & ABN, so hopefully it is being followed up? Are you able to check that, so I know that this will hopefully be resolved soon, as the super payments need to be done.

Thanks, Kristelle

[Sam_R]

Hi @Kristelle,

I can see Komal has assisted you further via private message.

Do reach out if you had any further queries for me.