When you submit a superannuation batch through HeroClear, the platform's super clearing house, the super funds and the ATO's SuperStream network may return a response code for each contribution. These codes let you know whether your submission was accepted, needs attention, or couldn't be processed.
This article explains the most common response codes you may encounter, what they mean, and the steps to resolve them. All error codes and their resolutions are sourced from the ATO's official SuperStream guidance.
Understanding Severity Levels
Understanding severity levels
Not every fund response means something went wrong. Here's what each level means:
| Severity | What it means | What you need to do |
|---|---|---|
| 🔴 Error | The contribution or transaction was not processed and the fund has returned the money (or will). Action is required. | Follow the steps in the "How to fix" column. Once the error is resolved outside of the original batch, you must manually dismiss the error from your dashboard. |
| 🟡 Warning | The transaction was processed successfully, but there's something you should review or correct for future submissions. | Review the guidance — no immediate resubmission needed unless specified. |
| 🟢 Information | Everything went successfully. This is a notification only. | No action required unless specified (e.g. updating a member number). |
Dismissing Resolved Errors from the Dashboard
If you have resolved a super batch error (for example, by resubmitting the rejected funds in a separate batch), the "Compliance Risk" notification will not automatically disappear from your Payroll dashboard. To remove it:
- Locate the error on your Payroll Dashboard.
- Click View Individual Batches to see the Dismiss option.
- Select Dismiss to remove the error from view.
Note: Dismissing the error removes it from your active dashboard view, but the error will still show in that particular super batch in your Super Payment reports for reporting purposes.
Common HeroClear error codes
| Error Code | Severity | What it means | How to fix |
|---|---|---|---|
| Mandatory data element not supplied: Phone number | 🔴 Error | The employee is missing a phone number from their details | Add the missing phone number to the employee's details and resubmit. |
| SUPER.GEN.GEN.21 | 🔴 Error | Member not found with the details provided | 1. Confirm the details submitted match what the employee gave you (name, date of birth, fund details). Encourage the employee to contact their fund to validate their details. 2. If the details were wrong, resubmit the contribution with the correct member information. 3. If no new details are available, follow your choice of fund obligations to ensure the employee's super can be received. |
| SUPER.GEN.GEN.22 | 🔴 Error | Employee is no longer a member of this fund | 1. Let the employee know the outcome and encourage them to contact their fund to check their membership status. 2. If the employee provides new fund details, resubmit the contribution to the new fund. 3. If no new details are available, follow your choice of fund obligations. |
| SUPER.GEN.GEN.4 | 🔴 Error | A required piece of information was missing from the submission | Fix the missing information and resubmit the message. |
| SUPER.GEN.GEN.12 | 🔴 Error | The payment reference number could not be matched | 1. Check that the payment was successfully made and debited from your account. 2. Ensure the payment reference number on your contribution matches the one on your payment. 3. Resubmit the contribution with the correct payment reference number. |
| SUPER.GEN.GEN.13 | 🔴 Error | The BPAY biller code is not recognised | 1. Check the BPAY biller code and confirm it is correct with your bank. 2. Resend the contribution with the correct BPAY biller code. |
| SUPER.GEN.GEN.14 | 🔴 Error | The BPAY customer reference number is not recognised | 1. Check that the Customer Reference Number (CRN) is correct and matches the fund's details. Contact the fund directly if needed. 2. Resend the contribution with the correct CRN. |
| SUPER.GEN.CNTRBTN.4 | 🔴 Error | This fund cannot accept contributions (closed, pension, or defined benefit fund) | 1. Let the employee know the fund cannot accept their contributions. 2. If the employee can provide new fund details, resubmit to the new fund. 3. If no new details are available, follow your choice of fund obligations. |
| SUPER.GEN.CNTRBTN.5 | 🔴 Error | A Tax File Number (TFN) is required for this contribution type | 1. Let the employee know the fund cannot accept this contribution type without their TFN. 2. Ask the employee to provide their TFN to the fund. 3. Once the fund confirms the TFN is registered, resubmit the contribution. |
| SUPER.GEN.CNTRBTN.6 | 🔴 Error | The payment received was less than the amount on the contribution message | 1. Review the error message and determine the correct amount. 2. Resend the contribution with a payment that matches the contribution amount exactly. |
| SUPER.GEN.CNTRBTN.8 | 🔴 Error | The employee does not meet the fund's age or eligibility requirements | 1. Check the employee's age and contribution type to confirm they are eligible. 2. Let the employee know the fund cannot accept their contribution if they do not qualify. 3. If the employee can provide details for a new fund, resubmit. 4. If no new details are available, follow your choice of fund obligations. |
| SUPER.GEN.CNTRBTN.12 | 🔴 Error | Member registration could not be processed due to errors | Contact the fund directly to find out what information is missing or incorrect. |
| SUPER.GEN.CNTRBTN.13 | 🔴 Error | Member details need to be updated directly by the employee, not the employer | Let the employee know they need to update their details directly with the fund. |
| SUPER.GEN.CNTRBTN.22 | 🔴 Error | No member account found and no default employer relationship with this fund | 1. Let the employee know they don't have an account with the nominated fund and ask them to provide alternate fund details. 2. Resubmit if the employee provides new or updated details. 3. If no new details are available, follow your choice of fund obligations. |
| SUPER.GEN.CNTRBTN.23 | 🔴 Error | The fund is not open to new members | 1. Let the employee know the fund cannot accept them as a new member and ask them for alternate fund details. 2. Resubmit if the employee provides new or updated details. 3. If no new details are available, follow your choice of fund obligations. |
| SUPER.GEN.CNTRBTN.10 | 🟡 Warning | The fund will not process member record update requests from employers | Note that this fund does not accept member update requests from employers. No further action is required. |
| SUPER.GEN.CNTRBTN.11 | 🟡 Warning | The contribution was processed, but the USI provided was incorrect (the fund identified the correct USI) | Update the USI for this employee in your records for future contributions. You can use the Fund Validation Service to confirm the correct USI. |
| SUPER.GEN.CNTRBTN.21 | 🟡 Warning | The SMSF's ABN is not registered with an Electronic Service Address (ESA) | Ask your employee to register their SMSF with an ESA provider. All SMSFs must have a registered ESA to receive super contributions. |
| SUPER.GEN.CNTRBTN.1 | 🟢 Information | Member registration was successful | Update your records with the Member Number provided by the fund. |
| SUPER.GEN.CNTRBTN.7 | 🟢 Information | The payment received was more than the amount on the contribution message — the transaction was still processed | 1. Review the contribution to identify the discrepancy. The fund will refund any excess amount. 2. Ensure the payment amount and contribution amount match on all future submissions. |
| SUPER.GEN.CNTRBTN.20 | 🟢 Information | Member was successfully verified | The employee's membership has been confirmed. Proceed with contributions to this fund. |
| SUPER.GEN.RLVR.2 | 🟢 Information | Rollover was successfully processed | No action required. |
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