Need help managing your account? 

Customer Support

EOFY Super Guarantee Payments Cut-Off Guide
22 June 2022

Check out our FAQs

We've answered the most common questions in our FAQ section. 

Request support

Fill out the Support form and share as much detail as you can.

We'll get back to you ASAP.


Note: Make sure you have your account details handy.

Visit ZenDesk Support

Call Us

Is it urgent?
 

Chat with one of our dedicated client service team members.

They are in Australia and work Eastern Standard Time business hours. 

SuperChoice-FAQ.jpg

Frequently asked questions

How do I add a member to a fund?


Go to your Portal Dashboard and click on the "Add Member" button to add in the new member details.

You will be shown the “Add Member” screen where you can add the required details and save.

Remember to provide all the mandatory information required, otherwise you will be presented with a validation error and will not be able to submit your information until the validation error has been resolved.

Once you have reviewed all the member details, click the “Confirm and Send” button on the Review screen.


This will add these member records to the database and send a message through to the Super Fund, known as a Member Registration Request (MRR), notifying them of the new member.

Note: If you are using a file upload for your submissions and the member data is in the file, the Portal automatically creates the new members using that data. So, you will not need to use this manual Add Member process.




How do I update employee details?


Go to your Portal Dashboard and click on the "Member Maintenance" button.

If you have access to multiple employer entities, you will be asked to select the relevant employer record from the drop-down list.

You can select all employers your user ID is linked to and all members will be displayed in the “Review” screen.

Click on the "Person" icon under the Actions column.

You will be presented with the “Member Management” screen where you can update the required details and save them.


Once you have made all the required updates, click “Confirm and Send” on the “Review” screen.


This will update the database and send a message through to the Super Fund, known as a Member Registration Request (MRR), notifying them of this change.

Note: If you are using a file upload for your submissions and the updated member data is in the file, the Portal will automatically update the member’s data. So, you will not need to use this manual Member Management process.




How do I update employer details?


Go to your Portal Dashboard and click on the “Employer Details” button.

Depending on your access level, you can update business, contact and payment details, manage employer details with funds you are contributing to, schedule pay cycles, manage users and preferences.

Click “Save” to submit the changes to an employer's details.




How do I update my user account details?


Go to your Portal Dashboard and click on the “User Details” button.

Select the user from the list of available users. Depending on the permissions you have been set up with, you may be able to manage other users’ details.

Select the type of information you want to update using the tabs at the top of the screen.

If you need to deactivate a user, click the “Deactivate User” button. Note that this will not delete the user account.

To reset a user’s password, click the “Reset Password” button.




How do I add a user to my employer account?


Go to your Portal Dashboard and click on the “User Details” button.

On the “User Maintenance” screen, click “Add user” and enter their details.

Click Save to finalise the process.




How do I update my employer access


Go to your Portal Dashboard and click on the “User Details” button.

Select the “Employer Access” tab to allow a user to assign access to employers.

Select “Add/Remove Employers” to display a list of the associated employers that a new user can be granted access to.

Select the employer and click on the arrow button “>” to move the employer to the Selected Employers section. Then click on the “Update” button.

Once you have assigned the employers to the appropriate user, make sure you scroll down and select “Save” within the “Employer Access” screen.




How do I set up an additional employer entity?


To set up an additional employer entity (one with a different ABN), please raise a support ticket.

Select the “Support” button on our site at superchoiceservices.com/customer-support. Please ensure you send us the following information:

a) The existing Parent company’s ABN

b) The additional company’s Name and their ABN


When we set up the new employer, we will replicate your existing contact details that are registered on the Portal.


Note: A fee of $150 is charged for each ABN we set up for you. This fee will appear on your next invoice.




How do I access all my notifications?


Go to your Portal Dashboard and click on the little bell icon to access Notifications.

A small notification box will appear which displays member and contribution notifications of either:

Information = (Green), Warnings = (Yellow) and Errors = (Red) buttons

If a number of Notifications are displayed, click on any of the buttons.

It will display the Reports screen with data for that particular message type and severity.

You can then drill down into the notifications as well as download them as needed.




How do I find my refund information?


Simple View

From the dashboard, click on “History”.

Click on the Status dropdown list and select “Uncheck All”.

Then, scroll down and click on “Fund Error Response” to select it.

Make sure that the date filter is set to an appropriate period and then click “Apply Filter”.

All the submissions that match your selected criteria will then be displayed.

The total refund amount for each submission is visible in the “Refunded $” column and the total number of refunds for each submission are visible in the “Issues” column.

To view the members affected, click on either the filename or the GRID icon to open the submission.

The validation screen will then display each affected member.

Click on the section with the red error icon. Then, hover over the highlighted field to see the reason for the refund.

You can also download a report of all the affected members with the Download button at the bottom of the screen.

Complex View

Go to your Portal Dashboard and click on the little bell icon to access Notifications.

If a number of Errors are displayed, click on the “Error” button. This will display a screen with a range of pre-populated message filters.

Then select the red button appearing under the column header No. of Contributions.

This will display each contribution record including each contribution record, the member details of the refund and the $ amount.

Click on the member you want to review. An explanation will be displayed as to why the refund occurred.

You can download the record by clicking on the “download” icon on the far right of the record line.

Note: On any day that you receive a refund, the Portal will email you to advise this has occurred.




How do I locate the member number for a new employee I set up?


Simple View

From the dashboard, click on “History”.

Click on the Status dropdown list and select “Uncheck All”.

Then, scroll down and click on “Fund Member Response” to select it.

The number of ‘member number updates’ will be visible in the “Issues” column.

To view the members affected, click on either the filename or the GRID icon.

The validation screen will then display each affected member.

Click on the section with the blue icon. Then, hover over the highlighted field to see the ‘member number update’.

You can also download a report of all the affected members with the Download button at the bottom of the screen.

SuperChoice will update the portal records with the new member number but you should make sure to update payroll so there are no matching issues on the next load.

Complex View

Go to your Portal Dashboard and click on the little bell icon to access Notifications.

If a number of Notifications are displayed, click on any of the ”Member Notification” buttons. It will display a screen with a range of pre-populated message filters.

Select the “Search” button appearing under the “Group Messages

” field populating a list of messages.

Click on the button appearing under the column header No. of Member Events.

Each member record is displayed showing the fund information and member number.

You can download the record by clicking on the “download” icon on the far right of the record line.

Note: On any day that you receive member number updates, the Portal will email you to advise this has occurred.




What are matching exceptions when I upload a file?


The Portal validates the information you are submitting to us. There are three types of matching exceptions:

  • Employer matching exceptions
  • Member matching exceptions
  • Validation issues

Hints and tips

Employer Matching exceptions

If you received an Employer matching exception, your file may have an employer listed that is different to the employer registered to the Portal account you are logged in to.


This exception is only likely to occur if you have uploaded a file for an employer using the login details of a different employer in scenarios where you may process super contributions for more than one employer.

Please check you have used the correct employer login details before proceeding to upload your file with.

Member matching exceptions


Your data relating to the member is different to the data we have on file. Alternatively, there may be a possible match with an existing member record.

For example, the file may not contain the complete details for a member’s Self-Managed Super Fund. In which case, you will be prompted to Create SMSF.

Make sure to enter the appropriate details and select the record you wish to keep by clicking the correct line.

You will also be prompted to confirm changes to key data fields like DOB, Name and TFN.

Validation issues

Make sure to correct the errors highlighted in red on your screen. Navigating away from the field you have amended will save your changes.

You can download a list of Validation messages at the bottom of the screen. Just click the “download icon" and a file will appear at the bottom of your web browser.

You can then open the CSV file containing an explanation of each of the Validation messages.

Note: Any changes that you make in the Portal should also be made in your payroll system. This will help to avoid that same issue occurring on the next submission.




I can't log-in


If you are having trouble logging in, it may be you are using the wrong URL.

This can occur where you have bookmarked the page AFTER you have logged in to the Portal.


To avoid this issue, make sure that you bookmark the Portal login page before you enter your login credentials.


Note: Do not save the link after you have logged in as you will not be able to access again.




I'm having trouble registering


If you are having trouble registering, it may be that you have been timed out.

Wait 15 minutes and you can try registering again.




What is the best type of file to upload?


The best file format to use is the ATO’s standard “Superstream Alternative File Format” (SAFF) file.

The standard ATO file is saved as a .csv file. Uploading contribution data is far simpler using this file specification and format as it is already mapped to the Portal database.


Your payroll software should produce a contribution file that meets the ATO SAFF standards.


Note: If you are new to the Portal and wish to upload a customised file (non-SAFF), please contact your Administrator and ask them to arrange for your Custom Files to be mapped to the Portal database by SuperChoice .




How do I upload a new contribution file?


Go to your Portal Dashboard and select the “Upload a new file” button.

Next, set the Start and End dates for the period to which the contribution relates. This is called either the “Contribution Period” or “Pay Cycle” in the Portal.

The Pay Cycle will default to that selected during the registration process.

If the Pay Cycle dates need to be changed, select the ”Use specific dates” button and manually select the Period Start and Period End dates that apply to the contributions being remitted.

Select the “Select File to upload”

to browse your PC for your saved contribution file.

Click “Next”, and then select the correct employer. Then click the “Apply All” button.

A pop-up dialogue box will ask you to “Confirm” or “Cancel” your selection. To continue loading the file, select “Confirm”.

The “Review” screen is the last stage of the process. Here you can review the data that has been uploaded and fix any remaining errors and/or warnings.

If you would like more information on these exceptions, refer to the “11. What are matching exceptions when I upload a file?” question.


Once all errors have been resolved the “Next” button is enabled and will appear for you.


The “Summary and Submit” screen will provide a fund breakdown of the submission, allow you to review the grand totals and confirm the payment summary details. If you are paying contributions via direct credit, please take note of the unique Payment Reference Number (PRN) and the banking details.

You will need to include the PRN as a reference when you send your contribution via BPay or EFT.




How do I view past payments?


Go to your Portal Dashboard and select the “Payment” Tab.

Select the date parameters required for the period and payment types you wish to view.

Past payments and batch information for each payment is then displayed.

To view details of a payment, click on the “plus button” (+). This will expand the payment to reveal the date:

  • the contribution batch was submitted;

  • the payment was received from employer;

  • contributions were sent to the Super Fund and

  • any refunds were sent back to the employer.




How do I know if my fund has recieved the money?


There are several ways you can check to see if a Super Fund has received your contribution:

Log in to the Portal and locate your submission on the “Contributions” screen.

Check the status by clicking the (+) button. Make sure it displays Sent to fund.

3. If the status is only Paid but not Sent to Fund, check back again once the funds have cleared.

4. If the status displays Error Paying to Fund,

, there may be an issue with your payment that requires investigation.

Please contact us via the website at superchoiceservices.com.au/support. There you can log a support request for assistance.




How do I cancel a submission?


If you need to cancel a submission made in error you need to log a support ticket through the page: superchoiceservices.com.au/support.


If it's urgent, best to call us on 1300 659 456.




What do the SuperStream error messages mean?


The ATO has created a document to help you understand what the standard response messages mean.

https://softwaredevelopers.ato.gov.au/sites/default/files/resource-attachments/Schedule_6_Error_Code_Management_v2.0_Apr2017.pdf


Refer to page 12-13 of the above document for standard specific error codes.