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  • SBSCH troubleshooting

    If you experience an issue with the Small Business Superannuation Clearing House (SBSCH) please refer to troubleshooting below:

    Issue

    Possible cause

    Resolution

    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 portal menu and are using the Business Portal.

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

    By default, Administrators (myGov users with ABN/s connected and Administrator access or Administrator AUSkey holders) will automatically have permissions set for them in Access Manager for the SBSCH to view and lodge.

    Standard users will need to have permissions set for them by the Administrator to allow them to view and/or lodge for the SBSCH.

    The Administrator will need to log in to Access Manager. This is a menu item in the portal.

    Refer to Access Manager for further information about Administrator access.

    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.

    You are a tax agent or BAS agent and can’t see the Client’s employer obligations menu item in the Tax Agent Portal or BAS Agent Portal.

    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. Client’s employer obligations will then display in the portal menu.

    You can't print a record of a Payment Instruction that's been submitted but not yet paid.

    This functionality is not currently available.

    Under the 'current' tab of the Payment Instructions page, select Update to open the submitted Payment Instruction.

    Use your browser’s print function to create a PDF to print the Payment Instruction displayed or, use screen capture software to create a copy.

    Select Cancel to close the Payment Instruction.

    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 portal.

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

    You are unable to see any employees in the SBSCH.

    Incorrect ABN used when when linking ABN to myGov (Manage ABN connections) or applying for an AUSkey.

    The ABN that you use to link to myGov or register for an AUSkey must be the ABN for the entity that is using the SBSCH.

    If you have used an incorrect ABN when linking to myGov or applying for your AUSkey, you will need to relink the ABN to myGov or apply for a new AUSkey for the correct ABN. When authenticating into the portal, you need to select the correct ABN for the linked ABN or AUSkey that you are using for the SBSCH.

    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.

    An Administrator (myGov user with ABN/s connected and Administrator access or administrator AUSkey holder) will need to log in to Access Manager and set permissions for standard users.

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

    The 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: 09 Aug 2018QC 54813