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  • SBSCH troubleshooting

    If you experience an issue with the Small Business Superannuation Clearing House (SBSCH) refer to the table below.

    Table: SBSCH troubleshooting

    Issue

    Possible cause

    Resolution

    Users are currently experiencing 'time out' errors when trying to submit their payment instruction.

    This issue is caused by invalid USI or ABN details for an employee.

    If the system is timing out when trying to submit a payment instruction please check your employee’s super fund details are correct. You will need to cancel the instruction, update the super fund details and create a new payment instruction.

    AUSkey login option not appearing for the Business Portal

    AUSkey was retired on 27 March 2020 due to limitations for users and not keeping pace with technology changes.

    You'll need to use myGovID and Relationship Authorisation Manager (RAM) to access the Business Portal.

    Unable to lodge a payment instruction

    There may have been a change in ownership of a superannuation product that one of your employees has chosen.

     

    Your employee will have this information.

    When a super fund changes an Australian business number (ABN) or Unique Superannuation Identifier (USI) you need to:

    • update the employee's details with the new ABN and USI
    • delete any payment instruction created before updating the employee's details
    • create a new payment instruction
    • submit the payment instruction.

     

    You are receiving an error when trying to update your details or registering with the SBSCH.

    You have only entered a mobile number in the mobile phone field.

    You will need to enter a work number. If a work number is not available you will need to enter your mobile number into the work hours phone number field as per this format.

     

    Area code: 04 Phone: XXXXXXXX

    You can’t see Manage Employees in the Business Portal menu

    Manage Employees will only display in the portal menu if you have permissions to access the SBSCH.

     

    By default, principal authorities and authorisation administrators (in RAM) will automatically have permissions set for them in Access Manager for the SBSCH to view and lodge.

    Other users will need to have permissions set for them in Access Manager by a principal authority or authorisation administrator to allow them to view and/or lodge for the SBSCH.

     

    Under 'Access and permissions', click onto the appropriate name.

     

    Under the 'ATO Transactions' section, next to Small Business Super Clearing House AND Super Clearing house make a selection to Lodge and/or View.

     

    Click Save.

     

    The view permission will only allow access to the SBSCH – you will need the ‘lodge’ permission to allow you to submit.

     

    Refer to Using Access Manager for further information.

    You are a tax agent or BAS agent and can’t see the STP reporting menu in Online services for agents.

    Client is not ‘in focus’.

    Select the client record to bring the client ‘in focus’. You may need to set permissions in Access Manager for the standard users in your practice. STP reporting will then display under the Business menu.

    You receive the message ‘Invalid reference number’ when making a payment by BPAY.

    This may be a result of having two zeros at the start of the PRN.

    Remove the two zeros from the start of the PRN when making the payment.

    You are a small business and cannot see the link to the SBSCH in the Business Portal.

    You are a tax agent, BAS agent or payroll provider and cannot locate the SBSCH link in Online services for agents.

    The link to SBSCH doesn’t display in the menu.

    To access the link to the SBSCH you need to select Manage Employees in the portal menu. A screen displays which will include a link to the SBSCH.

     

    To access the link, select the client record to bring the client 'in focus', then go to the Business menu and select Small business super clearing house. will navigate you to the SBSCH.

    You are unable to see any employees in the SBSCH.

    Incorrect ABN used when linking your myGovID to your ABN in RAM.

    The ABN that you link your myGovID to in RAM must be the ABN for the entity that is using the SBSCH.

     

    See Principal authorityExternal Link on the RAM website for details on linking an ABN.

    You are unable to see any employees in the SBSCH.

    You are accessing the SBSCH via ATO online services for an individual (via myGov) instead of accessing the SBSCH in the Business Portal.

    If you are a small business operator or sole trader with an ABN, you need to log in to the Business Portal to access the SBSCH.

    You receive the message 'Enter a Fund Name to continue' when entering an employee's super fund name.

    Certain characters (such as '&') are not accepted.

    Add the super fund name again replacing '&' with 'and'.

    You receive the message 'Enter an account name' when entering bank details for returned payments.

    Certain characters (such as '&') are not accepted.

    Add the bank account name again replacing '&' with 'and'.

    You have received a message 'The fund ABN is invalid, enter a different ABN'.

    Spaces have been added into the ABN.

    Take out any spaces and retry.

    You receive the message 'Enter a valid email address' when updating your employer details.

    All authorised contacts have compulsory email fields that need to be populated.

    Check the email addresses are valid for each authorised contact listed on the 'Update details' page.

    You can access the SBSCH but you cannot submit.

    Permissions need to be set in Access Manager to allow you to view and/or lodge.

    A principal authority or authorisation administrator (in RAM) to set permissions for you in Access Manager.

     

    The view permission will only allow access to the SBSCH – you will need the ‘lodge’ permission to allow you to submit.

     

    The principal authority or authorisation administrator will need to log in to Access Manager.

     

    Under 'Access and permissions', click onto the appropriate name.

     

    Under the 'ATO Transactions' section, next to Small Business Super Clearing House make a selection to Lodge and/or View.

     

    Click Save.

    See also:

      Last modified: 22 Jun 2020QC 54813