ClickSuper follows a simple process - clients upload their superannuation data from their payroll software within a file and provided the file has no errors, it then needs to be scheduled/ authorised for processing. ClickSuper is integrated with a large number of Australia's leading payrolls however so there are a number of possible configurations to this process designed to accommodate our diverse range of clients. The following guide has been created to help our new clients to ClickSuper navigate what they need to do, however please feel free to reach out to us directly for help if needed.
This guide assumes that an organisation wanting to pay superannuation into ClickSuper has been registered successfully. If you need help with registering please see the Registering - Superannuation guide or reach out to the Support team by emailing firstname.lastname@example.org or clicking here to chat with us. Our support hours are Monday to Friday, 9am – 5:30pm (AEST), excluding public holidays.
This guide has been organised into the following steps. Please click the relevant guide as applicable.
First step: Uploading
Clients have two options for uploading - manual upload or direct upload from their payroll.
If you need to save the superannuation file on your computer, you will be manually uploading the file to ClickSuper so you will be a manual upload client. If you do not need to save your file on your computer - the file is sent from your payroll software directly to ClickSuper - then you will be a direct upload client. Please click here to jump to the relevant guide for direct upload clients or keep reading below for the relevant guide for manual upload clients.
To upload a file into ClickSuper once the file that you want to upload is saved on your computer (your payroll provider will be able to help with this process if needed) please log in to ClickSuper. If you are not sure how to log in, please see this guide: Logging in to ClickSuper.
Clients can upload a super file into ClickSuper by clicking the NEW button in the bottom left hand corner of the page in the black menu bar as shown below (this is not visible in the MY ORGANISATION menu but available in all other menu options. We recommend going to the UPLOADS menu on the left hand side so it is easy to track a batches upload progress):
A menu will load with options that clients can select; your screen may look a little different depending on your account configuration. Regardless, please select the UPLOAD option as listed below:
A window will appear in the middle of the page which will allow clients to select and upload their super file. Please leave the Document Type on the default setting - Contribution. To select the file from your computer, please click the Select Files button as highlighted below and locate the file on your computer.
After selecting your file(s), click on the tick icon to complete the upload process.
For our direct upload clients, your super file is submitted on your behalf straight from your payroll software system. If you are unsure how to do this, please liaise with your payroll software provider directly for assistance with this process. ClickSuper can only help once a file has been uploaded into the ClickSuper system; we do not have visibility within your payroll software system.
If your payroll software is asking for a username and password or login credentials in order to submit your file please reach out to us directly for these details.
Second step: Fixing errors
To view the status of your files, please click on the UPLOADS menu option on the left hand side. This will display a list of all the super files uploaded for your organisation along with pertinent information relating to the upload such as date uploaded and processed, the amount within the file and importantly - the status of the file.
Some direct upload clients will not show any files on their Uploads menu - this is because the files are loaded elsewhere so your payroll software provider can view them and assist their clients. However the status and any appropriate errors relating to the failure will be visible within your payroll software. If you are not sure, please reach out to your payroll software provider to confirm.
In the example below, two files have been uploaded - one with a status of Success and one with a status of Failed. For an in-depth walkthrough of the Uploads menu including different statuses please see the following guide: Uploads.
The top file listed has a status of Success which is great - there are no errors within the files so this can be paid on behalf of your organisation's employees. The bottom file however has a status of Failed which means that there are errors within the file. Failed files cannot be paid - the entire file needs to have status Success in order to be paid.
In order to see why a file has failed, clients need to view the error report which lists the errors ClickSuper has found within the file. To view the error report, please click status Failed and then click the ERRORS button at the bottom of the page (in the black menu bar)
An error report will be displayed as below. Error reports are only displayed for files with the status Failed.
The error report displays simple identifying information such as the name of the file and when it was uploaded at the top of the report. If you are a direct upload client the above error report will look a little different in your payroll software but the same information will be displayed.
The error report also provides specific information for each error. In the above example the error has occurred within the superfund/ recipient area of the file, specifically relating to the TargetProductID field - or USI (unique superannuation identifier) field. The specific USI in question causing the error is ASF0001AU which relates to Austsafe Superannuation Fund - the Organisation Name of the entity we are trying to upload a payment to. It is in this fashion the error report drills down into the file, providing more specific information regarding the error so clients can pinpoint the problem.
The message of the error is advising that the TargetProductID must be a Superstream compliant USI. This tells us that there is something wrong with the superfund details provided for Austsafe Superannuation Fund.
To investigate the above error clients should use our Search facility to search our superfund database and see if the ABN and USI for the superfund are valid. For a guide on how to do this please see the following guide: Search. If when searching by the ABN and USI there are no results it is likely that the superannuation fund no longer exists which is the case in this particular issue. Each error is different however - not all errors relate to superfunds.
Some common errors our clients encounter include (but are not limited to):
- invalid ESA for a SMSF
- invalid TFN for an employee
- restricted funds
- missing employee data - email address, postal address, phone number
When the erroneous data has been identified, please update within your payroll software and re-upload a new file into ClickSuper containing the updated data. If you are unsure how to do this please contact your payroll software provider for assistance. If another error appears after upload the same process should be followed - reading the error report (either in ClickSuper or your payroll software), investigating the error, fixing the error and then re-uploading a new file containing the updated data until the file status is Success or Waiting User Response (depending on your account configuration).
If your file has status Success - congratulations, your file is ready to be paid. Please jump to our next section Scheduling Payments.
If your file has status Waiting User Response this either means that you need to accept the file within your payroll software or accept the file within ClickSuper. If you are unsure which scenario relates to your organisation please reach out to your payroll provider to confirm. All clients that receive a Waiting User Response status can however accept the file within ClickSuper provided your files appear on the Uploads Menu.
To accept a file with status Waiting User Response, please click on the status Waiting User Response so that the row of the file is highlighted dark blue as below:
Once highlighted, please click the Reconcile button. This is located in the black menu bar at the bottom of the page.
This will bring up a Reconciliation Report as shown below:
The Reconciliation Report provides an overview of the superfunds and the overall amounts that will be paid to each superfund as well as a total amount of the file. If any part of the Reconciliation Report appears wrong - especially the total amount - please click the REJECT button at the bottom of the report. This will reject the entire file and no payments will be able to be processed from this file. The status of the file will update to Rejected on the Uploads page to confirm this has happened.
If the details in the Reconciliation Report are correct however please click the ACCEPT button at the bottom of the report. This will push the payments listed for each superfund to the Payments Menu which can be scheduled/ authorised for payment (depending on account configuration). The status of the file will update to Success on the Uploads page to confirm this has happened.
If a file is neither Accepted or Rejected it will remain with status Waiting User Response and no payments will generate from it.
Once a file has been uploaded successfully clients need to schedule, or authorise a payment to occur.
Clients can either manually schedule their payments for debit or clients can have their payments automatically scheduled for debit on the same date a file is successfully uploaded (and accepted if applicable) to ClickSuper. If you are unsure if your organisation is meant to manually schedule their payments for debit or if the process is automatic please assume for now that you will need to manually schedule whilst we go through the process. Alternatively please reach out to us and we can confirm for you.
We have a video guide for scheduling if you would like to skip the written guide - please see Scheduling Video Guide to view it.
To schedule payments for debit, please click on the DASHBOARD menu option on the left hand side. The Dashboard provides a quick overview of an account - for more information on the Dashboard please see our Dashboard guide.
The Payment Status Table shows the payments that have been paid, in the process of being paid and awaiting approval. The default status displayed shows payments that are awaiting payment or are in the process of being paid. Our manual scheduling clients will be looking for Unscheduled payments - payments that are currently unscheduled but need scheduling/ authorisation to be paid.
If there are no Unscheduled payments listed on your account but instead Scheduled payments are listed then this means your account is on auto schedule and have been scheduled automatically on your behalf. Provided the file is uploaded (and accepted if applicable) before 4pm AEST each business day, the debit will occur the same day. For more information on the different payment statuses please see the Payments guide. We are also happy to check your account to confirm - please feel free to reach out to us.
To schedule a payment please click the number displayed next to the appropriate status - Unscheduled.
Any payments with the status of Unscheduled will be displayed as below.
The total amount listed should match the total of all files uploaded which clients intend to pay. If it does not match your intended total do not schedule - ClickSuper will debit any payment that has been scheduled. Clients can click through the PAYER and PAYEE tabs to see additional information regarding the payments.
If you are happy with the amount to be scheduled, click on the Payee Name (name of the superfund) so that the payment row is highlighted and then click the SCHEDULE ALL button (to schedule all unscheduled payments at once) or the SCHEDULE button to schedule only the payment that is highlighted.
After clicking either the Schedule All or Schedule button a calendar will appear. On the calendar please select the date that you would like the debit to occur on and then click the tick button to confirm.
The status for the payments will now change to Scheduled status.
This means that payments have been scheduled for debit and will be debited at 4pm AEST on the date specified.
Well done! Nothing further is needed - you have successfully uploaded and scheduled a superannuation file into ClickSuper. Once debited, monies will take three business days to clear and then will be paid at this point to the relevant superannuation funds. For more information on this process please see Direct Debit Payment Schedule.
For further questions that you may have we recommend reading over the Overview of ClickSuper Help Portal page or reaching out to us directly for help.
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