We lodged Employee Super in June with the SBSCH and one of the amounts was rejected/unsuccessful due to incorrect account details. the details were updated as soon as the email advising us of the rejection was received. We have not received the funds back into our business account and nor have the funds been paid to the new details that were entered. How do we trace where the funds are please
Sorry to hear of these issues.
Sounds like you have done what the email asked you to do within the seven business days required. From here we'll key a new payment instruction.
If it's been more than 28 days and the fund hasn't received payment we'll need to investigate this. Check out the Small Business Superannuation Clearing House page on our website – Payment errors and Help and support to speak to a live chat consultant or details for our SBSCH area.
We have had the same issue, we made payment to an employee who had changed their super fund with out notifying us, the payment was rejected but have no idea where it has gone. It is untraceable particularly when the Superannuation Guarantee Transaction report in the ATO online reporting system is unable to update any transactions since June 2021. Very frustrating trying to contact somebody to solve the issue.
Sorry to hear of these issues.
Sounds like you have done what the email asked you to do within the seven business days required. From here we'll key a new payment instruction.
If it's been more than 28 days and the fund hasn't received payment we'll need to investigate this. Check out the Small Business Superannuation Clearing House page on our website – Payment errors and Help and support to speak to a live chat consultant or details for our SBSCH area.
Hi
I have a similar issue. My client made a payment to an employee whose super fund had changed their USI and the employee did not notify us.
We received an email from SBSCH saying: Important: unsuccessful payment. The Small Business Superannuation Clearing House (SBSCH) attempted to make a payment on your behalf. The superannuation fund you nominated has returned the payment to us because 'the member was not found or invalid member details were provided.' The member or fund information must be corrected immediately so we can re-send your payment with the correct information to the superannuation fund. Please log in to your SBSCH account to view the details of the unsuccessful payment and make the changes required.
I have updated the details after obtaining the information from the employee, is there anything else I need to do? The client has not received the funds back and we are within the 7 days of being notified, but it is really unclear if we need to do anything else. I was on the phone to SBSCH earlier today but after 1.25 hours I got disconnected.
Hi @Bree,
Sorry to hear you couldn't contact us.
There isn't anything else you need to do. If you provide the correct information within 7 days, the payment is sent back to us automatically and we'll forward it on again. It's when you don't send the correct details that we'll send the payment back to you.
5 Nov 2025 · 6 min read time
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