Troubleshooting Pay Super payments

A red cross is displaying against a super payment

If a payment shows a red cross error icon, it means there's some missing or incorrect information in your company file for the employee or their superannuation fund. Note that the Pay Super transaction won't record until you've addressed whatever is causing the error to display. Alternatively, you can choose to select only those payment lines which are not showing the error icon to record only those payments.

Click anywhere in the line that contains the error icon. Additional error icons will show what needs attention – hover your mouse over these for more details.

For example, an employee's superannuation membership number might be wrong, or their membership number is correct but the wrong super fund has been chosen.

See Check super fund and employee details for help updating these details.

A reversed Pay Super transaction is still showing on the Manage Payments window

After reversing a Pay Super transaction it will remain on the Manage Payments window.

If you'd like the ability to delete or hide reversed Pay Super transactions, vote for this feature on the AccountRight Idea Exchange.

A super payment has been authorised in error

MYOB can't stop authorised payments.

But if it's before 4pm (Melbourne time) and the payment hasn't been debited from your account, contact your bank and request them to stop the direct debit.

If the payment has already been debited from your account and your bank can't recall the funds, you'll need to contact the super funds and request a refund.

If you need payment reference numbers for any super payments, contact our support team who will be happy to help.

A super payment is stuck with the status of Processing Payment

This status may remain for up to 3 days while the payment is sent for processing and the direct debit is initiated. If this status is showing for more than 5 days, contact us to look into it.

I need to change who can authorise super payments

A Pay Super Administrator can make this change online, otherwise you'll need to fill in a form to request this change.

To learn more, see Add a Pay Super payment authoriser.

I need to fix incorrect super from a previous month

If there are only a few incorrect pays, it's best to delete and re-enter these. If the pays have been previously reconciled, make sure that you reconcile the bank account again.

If there are many incorrect pays, it may be easier to make correcting entries. Learn more...

I'm getting a "lock period" error when reversing a Pay Super transaction

Our experts are investigating an issue where the following error displays when reversing a Pay Super transaction, even if the transaction isn't within a locked period.

In the meantime, you'll need to turn off the lock period preference to be able to reverse the payment (Setup > Preferences > Security tab). After reversing the payment, you can turn the lock periods preference back on.

I'm getting a Tax File Number Invalid error

If you see the Tax File Number Invalid message when making a super payment, it means the Tax File Number you have specified in the employee's card (in the Payroll Details tab > Tax section) doesn't meet the ATO's validation criteria.

If the Tax File Number in your employee's card is correct (as far as you're aware), the employee will need to contact the ATO to have this investigated.

I'm getting an error about an invalid employee membership number

If you're getting the error "You need to enter a valid employee membership number for this employee", check the membership number in the employee's card.

If you've confirmed the membership number is correct, check the super fund you've specified for the employee.

Some super funds have similar names, so it's possible the wrong one has been chosen, in the Registered Name drop-down, try entering and searching for the fund's SPIN/USI as this is unique to your super fund.

Here's an example of super funds with similar names...

COLONIAL FIRST STATE - FIRSTCHOICE WHOLESALE SUPER

COLONIAL FIRST STATE ROLLOVER & SUPERANNUATION FUND

COLONIAL PERSONAL SUPERANNUATION PORTFOLIO

COLONIAL RISK SUPER

COLONIAL SELECT PERSONAL SUPERANNUATION

COLONIAL SELECT PERSONAL SUPERANNUATION ADFPS

COLONIAL SELECT PERSONAL SUPERANNUATION MPPS

COLONIAL SELECT PERSONAL SUPERANNUATION PRUPS

COLONIAL SELECT PERSONAL SUPERANNUATION SCPS

COLONIAL TRADITONAL AND PERSONAL SUPER

I'm getting the error "SuperServiceLineValidationError" when authorising a super payment

This error can occur if there's incorrect details stored for the employee who's super payment is showing this error. 

Ask the employee to confirm they've provided you with the correct super fund and membership details. Then check those details have been entered correctly in their employee card (Card File command centre > Cards List > Employee tab > open the employee's card > Payroll Details tab > Superannuation tab). 

This error can also be caused by incorrect characters on the Profile tab of the employee's card. Look for anything odd, like:

• non-alphanumeric characters in the employee's name. Characters like ` ' ñ or any other irregular characters.

• letters in the employee's phone number.

If you make any changes in the employee's card, don't forget to click OK.

I'm getting the error MYOB.Huxley.API.Huxley.ApplicationException

If you're getting the error MYOB.Huxley.API.HuxleyApplicationException when clicking on Pay Superannuation, it might mean a super fund isn't selected for one of your employees.

See Check super fund and employee details for instructions.

I'm having issues with a SMSF's ABN

If there's an issue with an SMSF fund that's been set up in AccountRight, you'll see this message:

"Payments can't be made to this employee's fund. Please verify the ABN with the employee. Deselect this payment to continue."

As SMSF funds can't be edited, you'll need to do the following before you can make a contribution to the fund:

1. Create a new SMSF that has the correct ABN.

2. Link the new SMSF fund to the employee.

3. Delete the old SMSF fund from the Superannuation Funds List.

I'm setting up a super fund in AccountRight but can't find the fund in the list

Try searching by the fund's SPIN/USI . You can also check our list of super funds to make sure the fund can be paid using Pay Super. Still can't find the fund? Contact product support.

I've processed a super payment to the wrong fund

If the membership number or super fund details you've entered in an employee's card are incorrect, the super fund will return the payment.

See Reversing and reprocessing superannuation payments for more information.

I've recorded a payment using the wrong AccountRight bank account

If you made a super payment, but selected the wrong bank account in the Pay From Account field, here’s what you can do:

• If the payment hasn't been authorised yet, you can reverse it (open the Pay Super transaction then go to Edit > Reverse Pay Superannuation). You'll then need to re-record it with the correct account selected.

• If the payment has been authorised, you'll need to record a journal entry to debit the AccountRight account you nominated when you set up Pay Super, and credit the account which you incorrectly selected in the Pay Superannuation window.

If you need to change the actual bank account your super payments are withdrawn from, download the Pay Super Change of Details form. Return the completed form to paysuper@myob.com for processing.

No employees are showing in the Pay Superannuation window

If an employee is not appearing in the Pay Superannuation window:

• Make sure they've accrued super which is due to be paid to the fund. Run the Payroll Activity [Detail] report to check.

• Check that you've selected the Pay directly from AccountRight option in the Superannuation Fund Information window for each of your employee funds. See Check your super fund and employee details.

No super payments are showing in the Pay Superannuation window

Check that you've selected the Pay directly from AccountRight option in the Superannuation Fund Information window for each of your employee funds. Check your super fund and employee details.

If you've upgraded from an older AccountRight version (v19 or earlier), your superannuation might have been set up using Expense categories instead of Superannuation categories. This will prevent the super from showing in the Pay Superannuation window.

To fix this, you'll need to set up your superannuation categories then transfer your paid super amounts to the superannuation payroll categories. See this AccountRight v19 support note for more details.