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Fixing super payments

If you've received an email from MYOB about a super payment with a Clearing House Error, here's a description of each error and what you need to do.

More troubleshooting

Issue

Solution

A super payment has the status Payment failed

This means there was an error processing one or more super contributions in the super payment. The person(s) who authorised the super payment will receive an email with details about what went wrong, and you can find details of specific errors in this topic. If you need more help, contact us.

A super payment has been authorised in error

In most cases, it’s too late for MYOB to stop a super payment once it’s been authorised. If you've authorised a super payment in error, submit a support request in My Account immediately and ask us to stop the payment urgently.

We’ll check whether there’s still time to request a stop, but we can’t guarantee that we’ll be able to stop or recall the payment – even if you contact us straight away.

If the payment has already reached the super fund, or it’s been processing for 5 or more business days, MYOB can’t stop the payment. Contact the superannuation funds directly to request a refund.

If you need the payment reference numbers, submit a support request in My Account and ask us for them.

For help submitting a request, see Submitting a support request in My Account.

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 change any of the Pay Super details, including who can authorise payments. See Changing Pay Super details.

I need to fix overpaid or underpaid super

If the incorrect super payment is from a previous payroll year, check with your accounting advisor before trying to fix it, as it can affect your STP reporting.

If you need to fix overpaid or underpaid superannuation, you can adjust the superannuation amount in a future pay, or create a separate pay for the adjustment. Here's all the details.

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 record (in the Payroll details tab > Tax tab) doesn't meet the ATO's validation criteria.

If the Tax File Number in your employee's record 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 having issues with a SMSF's ABN

If there's an issue with an SMSF fund that's been set up in MYOB, 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.

More about setting up super funds

I'm setting up a super fund in MYOB 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 us.

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 superannuation payments for more information.

I've recorded a payment using the wrong MYOB account

If you made a super payment, but selected the wrong bank account in the 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 and click Reverse Transaction). 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 MYOB category you nominated when you set up Pay Super, and credit the category which you incorrectly selected in the Create super payment screen.

If you need to change the actual bank account your super payments are withdrawn from, you can change your Pay Super details.

No employees are showing in the Create super payment screen

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

• Check that you've selected the Pay using Pay Super option in each of your super funds in MYOB. See Check your super fund and employee details.

No super payments are showing in the Create super payment screen

• Check the date range you've set - only the super contributions from pays recorded within this date range will show

• Check that you've selected the Pay using Pay Super option in each of your super funds in MYOB. See Check your super fund and employee details.

Can't find your answer?

Our team are here to help - contact us.

If you've received an email from MYOB about a super payment with a Clearing House Error, here's a description of each error and what you need to do. If your error is different, see Troubleshooting Pay Super payments.

  • Source Failed - Your direct debit has been dishonoured. You'll need to:

    1. Make sure you have adequate funds in your bank account.

    2. Make sure you've provided the correct bank details. Need to change your bank details?

    3. Reverse and reprocess the super payment.

  • Source Cancelled - You have requested for the direct debit to be stopped. If SuperChoice have already debited these funds, then funds will be refunded back to your account within 3 days.

  • Destination Failed - Payment to a Super fund has dishonoured due to invalid bank account details provided for an SMSF, or it's an APRA fund that is no longer active.  The payment will be refunded and you will then need to:

    1. Wait until you have received your refund from the super fund to confirm the refund amount.

    2. Using the amount returned, identify the affected fund.

    3. If it's a SMSF, make sure you enter the correct bank account details in AccountRight. You can't edit existing SMSF in AccountRight so you'll need to create a new SMSF with the correct bank details.

    4. If it's an APRA fund, ensure that fund is accepting contributions. You can check the list of active funds at superfundlookup.gov.au. If the fund has merged with another fund, you'll need to add the new super fund into AccountRight and assign it to the impacted employees.

    5. Reverse and reprocess the super payment.

  • Destination Cancelled - You have requested for the payment to the Super funds to be stopped.  The payment will be refunded and you'll need to reverse and reprocess the super payment.

  • 4001: Missing request header 'X-Username' for method parameter of type String - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4001: Missing request header 'X-Password' for method parameter of type String - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4002: <field name> is missing for <employee name> with TFN <employee's TFN> and Contribution Total <total amount> - You'll need to update the employee's details in AccountRight to enter the missing information.

    1. In AccountRight, go to the Card File command centre > Cards List.

    2. Click the Employee tab.

    3. Open the employee's card.

    4. Update the required details.

    5. Click OK.

    6. Reverse and reprocess the super payment.

  • 4003: Only supply one payment type element in employer's payment details - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4004: Only supply one fund type element - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4006: All SMSF ABN values must be unique, duplicate SMSF <fund name> - Please ensure that batch payments don’t contain the same SMSF. If you need to pay the same SMSF please process in separate batches. If you continue to have issues, submit a support request via My Account or contact us.

  • 4007: The pay period dates are invalid or end date is before the start date for member <employee's name> - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4009: Address value must be supplied for member <employee's name> - You'll need to update the employee's details in AccountRight to enter the missing address information.

    1. In AccountRight, go to the Card File command centre > Cards List.

    2. Click the Employee tab.

    3. Open the employee's card.

    4. Enter the employee's address.

    5. Click OK.

    6. Reverse and reprocess the super payment.

  • 4011: The totalMemberContributionAmount equals <amount> but the SUM of the other amounts equals <amount> for member <employee's name> - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4012: The amountForFund is <amount> but the SUM of the totalMemberContributionsAmount for members equals <amount> for fund <fund name> - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4013: Employer payment amount is zero - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4013: The directCreditPaymentAMount equals <amount> but the SUM of all of the amountForFund equals <amount> - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4014: Employer payment amount is zero - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4014: The directDebitPaymentAMount equals <amount> but the SUM of all of the amountForFund equals <amount> - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4015: Invalid ESA for SMSF <fund name> - The details for the SMSF are incorrect, please confirm the SMSF is active. You can check this by visiting superfundlookup.gov.au You can't edit existing SMSF in AccountRight so you'll need to create a new SMSF with the correct details then reprocess the returned super contribution.

  • 4016: Contribution <amount> value is zero for member <employee's name> - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4017: Employer payment amount is zero - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4017: The dataOnlyPaymentAMount equals <amount> but the SUM of all of the amountForFund equals <amount> - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4018: Duplicate request - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4019: The TFN is invalid for member <employee's name> - You'll need to check and update the employee's tax file number in AccountRight.

    1. In AccountRight, go to the Card File command centre > Cards List.

    2. Click the Employee tab.

    3. Open the employee's card.

    4. Click the Payroll Details tab > Taxes tab.

    5. Confirm the employee's Tax File Number is correct.

    6. Click OK.

    7. Reverse and reprocess the super payment.

  • 4020: Unable to process request - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4021: Employer payment amount cannot have more than two decimals - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4022: Contribution superGuaranteeAmount.value cannot have more than two decimals for member <employee's name> - You'll need help from the PaySuper team. You can submit a support request via My Account or contact us.

  • 4022: An invalid bank account details were supplied for SMSF <fund name>. Account BSB and account number cannot be zeroes - The SMSF bank details are incorrect. You can't edit existing SMSF in AccountRight so you'll need to:

  • 4030: Fund <fund name> not found - Please check that you are using a complying active fund. You can check this by visiting superfundlookup.gov.au

  • 4030: SMSF <fund name> not found - Please check that you are using a complying active fund. You can check this by visiting superfundlookup.gov.au

  • 4030: Employer <employer ID> not found - One of the systems used by Pay Super to check a business's details or ABN is experiencing an outage. Try submitting the super payment again later.

More troubleshooting

Issue

Solution

A super payment has the status Payment Failed

This means there was an error processing one or more super contributions in the super payment. The person(s) who authorised the super payment will receive an email with details about what went wrong, and you can find details of specific errors in this topic. If you need more help, contact us.

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

In most cases, it’s too late for MYOB to stop a super payment once it’s been authorised. If you've authorised a super payment in error, submit a support request in My Account immediately and ask us to stop the payment urgently.

We’ll check whether there’s still time to request a stop, but we can’t guarantee that we’ll be able to stop or recall the payment – even if you contact us straight away.

If the payment has already reached the super fund, or it’s been processing for 5 or more business days, MYOB can’t stop the payment. Contact the superannuation funds directly to request a refund.

If you need the payment reference numbers, submit a support request in My Account and ask us for them.

For help submitting a request, see Submitting a support request in My Account.

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 change any of the Pay Super details, including who can authorise payments. See Changing Pay Super details.

I need to fix overpaid or underpaid super

If the incorrect super payment is from a previous payroll year, check with your accounting advisor before trying to fix it, as it can affect your STP reporting.

If you need to fix overpaid or underpaid superannuation, you can adjust the superannuation amount in a future pay, or create a separate pay for the adjustment. Here's all the details.

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.

More about setting up super funds

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 us.

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 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, you can change your Pay Super details.

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.

Can't find your answer?

Our PaySuper team will be happy to help – contact us.