When creating a support ticket please make sure as much information as possible is included in your request, so we can action your request in a timely manner.  

What we need from you: 

1. Batch ID, Number of users (employers) impacted and company ABN and trading name 
2. If you have accompanying screen shots detailing errors/warnings that are relevant and will help with the investigation, please also include these

We can help you and your customers cancel a direct debit contribution, if it meets the following criteria: 

• If a request to cancel a direct debit contribution is received, and a cancellation request can be processed by the team before 3.30pm AEST on the same date of the contribution submission, we can cancel the contribution and prevent a debit from occurring. 

If a request to cancel the direct debit contribution is received, and a cancellation request is unable to be processed by the team before 3.30pm AEST we cannot stop the debit from occurring. Beam support will prevent the payment from leaving the clearing house to be sent on to the super funds. Once the money has cleared (3 business days), this amount will be refunded back to the customer.  

The Beam Support team can provide remittance advice requests if needed, however this information is available from Beam APIs and can be used to provide to your customers directly from within your software. You can also let your customers know how they can obtain this information directly, should they need the information. 

Beam’s hosted registration UI is a registration portal for your employers to register to use Beam Super Payment. 

A customer doesn’t have to choose ART as their default fund, but the default super fund the customer nominates must: 

The customer can select multiple default funds within Beam Super Payments. 

Some common errors customers may get when submitting a super contribution are listed below with details on how to fix the error. When an error message appears, the customer must action all error messages or exclude affected employees before they are able to submit the contribution.  

Beam will notify the customer with warning messages which flags missing information about their employee. Warning messages provide notification of missing information under the SuperStream guidelines. Where possible, the information should be updated where the information is available. A warning will not prevent affected contributions being included in the submission (like an error message would), however rectifying the warning will prevent the same warning appearing in future contributions and ensure you meet your obligations. 

If you need help with errors and/or warnings with your customers super contribution, please contact Beam Support via Salesforce, who will be able to assist. 

An error will appear if the ABN of the SMSF is unknown to the ESA provider. This could be for two of reasons:

1. 1. The incorrect Electronic Service Address (ESA) provider was selected
2. 2. The subscription with the ESA provider has lapsed and the ESA is rejecting the SuperStream message.

The error is only for the SuperStream message which includes the member details and employer information for the payment. The payment will still be processed successfully to the nominated SMSF bank account. 

The customer should obtain the correct ESA provider and update the employee’s choice of fund details prior to their next batch being submitted.  

Below are the different payment status messages and what they mean: 

If you are contacted by a customer advising that they have made their payment using the incorrect PRN, please raise a Service Now request. It is important that all the information listed below is provided: 

• – Trading Name and ABN 
• – Contribution amount ($) 
• – PRN used 
• – Batch ID

The two main reasons a customer may get a refund are: 

1. 1. The customer has used the incorrect PRN and therefore the payment cannot be reconciled to a submitted contribution. 

2. 2. The customer has paid the money using the correct PRN but the contribution has already been cancelled. The contribution will remain active for 10 business days.  

If payment has been made, and it is within 10 business days of when the customer submitted their contribution, you can contact Beam Support for assistance.  You will need to provide us with the employer, contribution and payment details so we can investigate if the payment can be matched manually. 

If the correct matching payment has not been received after 10 business days from the date of when the contribution was made, Beam’s automated processes will cancel the contribution and refund any incorrect payment received. If this happens, the customer will need to submit a new contribution to be paid, using the correct PRN. 

Customers will be notified either by: 

• – If an automated rejected contribution/s for a member of a super fund happens, it will be sent back through contribution notifications. It will include the members name, intended superannuation fund, refund reason and amount.  

• – If a manual refund/s happens, it will result in a manual notification sent to you through Service Now. It will include the members name, intended superannuation fund, refund reason and amount. This information can then be forwarded to the customer. These refunds occur when refund/s are received outside of the SuperStream standards, meaning the superfund has not sent all required information about the refund and requires the Beam Support team to follow up. 

Yes, Beam can offer an integrated STP solution from within your payroll software so your customers can report payments such as salaries and wages, PAYG withholding and super information each time your customer pay their employees. You can find out more about our STP services here. 

Our partners can enjoy a straightforward fee structure, with a fixed $5 monthly charge per ABN for access to Beam STP services. This includes unlimited transactions, so customers have the freedom to process as many as they need, with no variable costs and surprises at the end of the month.