Support Query
A fund has been registered for SuperStream through Simple Fund 360 but is not receiving contribution data. Why is this occurring?
The most common reasons a fund with SuperStream set up may not receive contribution data are:
- The ESA has not been properly entered in the Fund Details screen.
- The trustees/members did not provide the Electronic Service Address (ESA) to their employer.
- Contribution data would not be sent through the ESA as it has not been provided.
- Contribution data would not be sent through the ESA as it has not been provided.
- The employer is provided with the ESA but they are not ready for SuperStream.
- An example of this is if the employer's payroll software does not support sending contribution data with the SuperStream format, resulting in no data being received.
- An example of this is if the employer's payroll software does not support sending contribution data with the SuperStream format, resulting in no data being received.
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Contribution data is sent to a Clearing House under Superstream format. However, the data sent out from the Clearing House is not under SuperStream format.
- In this situation, contribution data will never be sent to the SMSF Messaging Provider and Simple Fund or Simple Fund 360 will never receive contribution data.
- In this situation, contribution data will never be sent to the SMSF Messaging Provider and Simple Fund or Simple Fund 360 will never receive contribution data.
- The fund’s ABN is registered in more than one gateway and contribution data was sent to a gateway other than BGLSF360.
- In this scenario, Simple Fund 360 will never receive contribution data.
Note: What is a Clearing House
As per the ATO article "SuperStream for employers", a clearing house pays super to an employee's super fund for employers.
A single electronic payment is sent to the clearing house with all the employees' super contribution data, and the clearing house handles the allocation of contributions and contribution data.
Troubleshooting
The recommended actions to troubleshoot missing contribution data are to:
- Ensure the ESA is correctly entered and saved in Fund Details.
- Generate a Trustee Change of ESA Notification Letter to ensure the relevant employer has been notified of any ESA changes.
- If applicable, ensure the employer has updated the Clearing House linked to their payroll system.
Re-save Fund Details
| From the Main Toolbar, navigate to Fund. |
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Select Fund details |
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In the Identification section, ensure the ESA field has been filled correctly, then click Save changes.
Generate a Trustee Change of ESA Notification Letter
| From the Main Toolbar, navigate to Reports. |
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Select Reports |
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Select Letters / Minutes or search for the "ESA Notification letter":
We recommend using the default template when generating the ESA Notification letter. This can be achieved by selecting the "Default Badge" when generating the letter.
This letter will need to be forwarded to the Trustee's employer, who will then need to ensure the ESA is updated in their payroll system.
- Additionally, any Clearing House connected to the payroll system will need to have the ESA details updated as well. This situation can differ based on the employer's payroll structure.
If any of the above solutions did not provide an answer for why your contribution data is not being received, please contact our team by logging a support call.