Superannuation Payment Process
On Pay Day, CloudPayroll sends a message to our clearing house to debit the employer’s bank account at 9pm (AEST).
On the Superannuation > Superannuation Payments screen, you will see this new transaction as debiting.
If you go to Superannuation > History, the Payment Status will change from Open to Debiting once the debiting process has started.
After we have received confirmation back from the employees super funds that a payment has been received, the debiting status on both the Superannuation > Superannuation Payments and the Superannuation > History will update from Debiting to Paid.
Payment Exception Scenarios
Debit Failed
A superannuation payment may fail to debit for one of two reasons: there are insufficient funds in the superannuation bank account, or the bank details are incorrect. Once you have resolved the issue, please refer to the One-Off Payments instructions to process the payment again.
- Superannuation > Superannuation Payments
Superannuation > History
Refund
After a period of time, superannuation funds may refund some contributions. The timing of this can vary depending on the super fund's response time. The Superannuation Contact will receive an email from CloudPayroll when a refund occurs. If you go to the Superannuation Payments screen, you will be able to see who the refund relates to and take the required action. These error messages come directly from the employee's super fund, so some of the messaging may not always be clear. Please reach out to CloudPayroll if you need assistance. Once you have corrected the employee's super details, please refer to the One-Off Payments instructions to process the payment again.
Validation Failed
Some transactions or funds may fail validation. This could be because an APRA fund has become inactive or an SMSF has not yet been set up in CloudPayroll.
Warnings
Some transactions may be processed and paid successfully but come back with a warning. These warnings could relate to an incorrect or changed member number, or an incorrect Electronic Service Address (ESA) for an SMSF.
Client Managed
If you would like to manage a particular payment yourself, CloudPayroll can mark the payment as Client Managed, which excludes it from the automated debiting process. Any unpaid transaction that is older than six months will also automatically be changed to Client Managed.
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