Superstream contributions not received

Ann Davis

• 27 May 2025 06:11

I have two superstream notifications where funds were not received due to a bank account error.  

Now I have received the contributions but also received two further superstream notifications.

Does superstream or employer need to process a superstream transaction reflecting the initial rejection, otherwise the superstream contribution notifications are overstated.

 

 

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  Norman Michael

  • 16 June 2025 23:31

  Hi Ann,

  Thank you for your post and also for logging a support call to help us investigate this issue further — just wanting to share a quick summary here in case others run into a similar issue.

  In Simple Fund 360, SuperStream contribution messages and actual payments are handled separately. The platform processes the data it receives but doesn’t have visibility over payment rejections or refunds — as these are managed outside the software.

  Currently, there’s no in-product option for users to reject a contribution message. However, if required, we can remove the message from the SuperStream Contribution Dashboard on your behalf. Just note that once a message is removed, it cannot be restored, so this may not be the ideal solution for everyone — especially if keeping a full record is important.

  We understand this can cause some confusion in cases of payment errors and are considering future improvements to better handle these scenarios.

  Hopefully this helps others who may be in a similar position. If you’re experiencing a similar issue and would like to discuss, please reach out to our support team so we can assist further.

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