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  • Clearing house troubleshooting

    Find out how to resolve problems you may have when using the Small Business Superannuation Clearing House (the clearing house).

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    'Time out' errors when trying to submit a payment instruction

    Possible cause

    This issue is caused by an invalid unique superannuation identifier (USI) or ABN in an employee's super fund details.

    Resolution

    If the system is timing out when trying to submit a payment instruction, 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

    Possible cause

    AUSkey was retired on 27 March 2020.

    Resolution

    You'll need to use myGovID and Relationship Authorisation Manager (RAM) to access Online services for business.

    Unable to lodge a payment instruction

    Possible cause

    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.

    Resolution

    When a super fund changes an 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.

    Error when trying to update your details or register with the clearing house

    Possible cause

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

    Resolution

    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 in this format:

    • Area code: 04
    • Phone: XXXXXXXX

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

    Possible cause

    Client is not ‘in focus’.

    Resolution

    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.

    Message ‘Invalid reference number’ appears when making a payment by BPAY

    Possible cause

    This may be a result of having 2 zeros at the start of the PRN.

    Resolution

    Remove the 2 zeros from the start of the PRN when making the payment.

    Small business cannot see link to clearing house in Online services for business

    Possible cause

    The link to the clearing house doesn’t display in the menu.

    Resolution

    To access the link to the clearing house you need to select Employees in Online services for business. A screen displays which will include a link to the clearing house.

    Tax agent, BAS agent or payroll provider cannot see link to clearing house in Online services for agents

    Possible cause

    The link to the clearing house doesn’t display in the menu.

    Resolution

    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.

    Unable to see any employees in the clearing house

    Possible cause 1

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

    Resolution 1

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

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

    Possible cause 2

    You are accessing the clearing house via ATO online services for an individual (via myGov) instead of accessing the clearing house in Online services for business.

    Resolution 2

    If you are a small business operator or sole trader with an ABN, you need to log in to Online services for business to access the clearing house.

    Message 'Enter a Fund Name to continue' appears when entering an employee's super fund name

    Possible cause

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

    Resolution

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

    Message 'Enter an account name' appears when entering bank details for returned payments

    Possible cause

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

    Resolution

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

    Message 'The fund ABN is invalid, enter a different ABN' appears

    Possible cause

    Spaces have been included in the ABN.

    Resolution

    Take out any spaces and retry.

    Message 'Enter a valid email address' appears when updating your employer details

    Possible cause

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

    Resolution

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

    You can access the clearing house but you cannot submit

    Possible cause

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

    Resolution

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

    The View permission will only allow access to the clearing house – 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.

    1. Under 'Access and permissions', select the appropriate name.
    2. Under the 'ATO Transactions' section, next to Small Business Super Clearing House make a selection to Lodge and/or View.
    3. Click Save.
    Last modified: 26 May 2021QC 54813