When you submit a superannuation batch through HeroClear, Employment Hero'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:
The table below defines each severity level for HeroClear errors, what it means and what you need to do.
| 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). |
Items in {curly braces} in error messages are placeholders — the actual value (e.g. the ABN, USI, or member ID) gets filled in at runtime.
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 issues and what to do
The table below lists common HeroClear issues, what each one means and what to do about it.
| Issue | What it means | What to do |
|---|---|---|
| "Gateway Timeout" error when validating a batch | A system-level API error. | Do not retry excessively. Contact Employment Hero support with the batch ID and business ID. |
| "Connection lost, retry!" on HeroClear settings | An intermittent error. | If the issue persists, contact Employment Hero support with your business ID and whether the issue is persistent or intermittent. |
| PayID showing as "not valid" or "does not exist" | Can be caused by bank-specific restrictions (e.g. some banks have restrictions on the Description field) or the PayID not yet being registered. | Contact Employment Hero support with your business ID and the specific error message. |
| "HeroClear batch no data" | The batch was created but contains no employee data. | Ensure employees and contribution amounts are included before submitting the batch. |
| HeroClear showing as enabled for some users but not others | An intermittent display issue. | If persistent, contact Employment Hero support. |
| What is a CTER and what should I do when one occurs? | A CTER (Contribution Transaction Error Response) is a SuperStream message returned by a super fund when a payment can't be allocated. Under SuperStream v3 from 1 July 2026, super funds have 3 business days to allocate or return a contribution (down from the current 20 business days). | You must correct the error and re-submit promptly. Contact Employment Hero support for assistance with resolution. |
| Multiple super payment errors for one employee | More than one error has been returned for a single employee's contribution. | Review and correct the data for the affected employee (e.g. member number, fund details). Contact Employment Hero support if you need further assistance. |
Pre-validation: What HeroClear checks before you submit
When you click Validate on a super batch, HeroClear runs its own data quality checks before anything is sent to the ATO or the super fund. This is the pre-validation layer.
- Pre-validation errors block submission — the batch cannot be lodged until the issue is fixed.
- Pre-validation warnings allow submission to proceed but flag something that should be corrected to avoid future problems.
How this differs from CTER/MVOR errors: Pre-validation errors are caught by HeroClear before the message leaves the system. CTER and MVOR errors are returned by the super fund after submission. Pre-validation means "fix before you can submit"; CTER/MVOR means "submitted but rejected, fix and resubmit".
Pre-Validation Errors (block submission)
The table below lists the HeroClear pre-validation errors that block submission, showing each message, code, meaning and action to take.
| Message | Code | What it means | Action |
|---|---|---|---|
| Mandatory data element not supplied: employer ABN | SUPER.GEN.GEN.4 | The employer ABN is blank in payroll settings. | Add the employer ABN in payroll settings and re-validate. |
| ABN is not valid: employer ABN | SBR.GEN.GEN.1 | The employer ABN is not a valid 11-digit number. | Correct the employer ABN in payroll settings and re-validate. |
| Mandatory data element not supplied: employer name | SUPER.GEN.GEN.4 | The employer/business name is blank. | Add the employer name in payroll settings and re-validate. |
| Mandatory data element not supplied: Member name | SUPER.GEN.GEN.4 | The employee has no name on record. | Update the employee's name in their payroll record and re-validate. |
| Mandatory data element not supplied: Date of birth | SUPER.GEN.GEN.4 | The employee's date of birth is missing. | Add the employee's date of birth to their payroll record and re-validate. |
| Mandatory data element not supplied: Member number | SUPER.GEN.GEN.4 | The employee has no super fund member number and is not on the employer default fund. | Add the employee's member number to their super details. If unknown, request it from the employee. |
| Mandatory data element not supplied: TFN | SUPER.GEN.GEN.4 | A TFN was indicated as provided but the field is empty. | Obtain the employee's TFN, update their payroll record, and re-validate. |
| Data element contained an invalid value: TFN format is invalid | SUPER.GEN.GEN.5 | The TFN is not in a valid format (must be 8–9 digits and not start with 0). | Verify the TFN with the employee, correct in their payroll record, and re-validate. |
| Mandatory data element not supplied: Phone number | SUPER.GEN.GEN.4 | No phone number is recorded for the employee. | Add a phone number to the employee's payroll record and re-validate. |
| Mandatory data element not supplied: payroll number or TFN | SUPER.GEN.GEN.4 | The employee's TFN is a known placeholder value and no payroll number is recorded. | Add the employee's payroll number or correct their TFN and re-validate. |
| Mandatory data element not supplied: fund ABN of {fund name} | SUPER.GEN.GEN.4 | The super fund has no ABN on record — affects every employee assigned to this fund. | Update the fund's ABN in the fund settings and re-validate. |
| ABN is not valid: fund ABN of {fund name} | SBR.GEN.GEN.1 | The fund ABN is not a valid 11-digit number. | Look up the correct ABN on superfundlookup.gov.au, update the fund record, and re-validate. |
| Bank State Branch is invalid or not known: {bsb} | SUPER.GEN.GEN.15 | The employer's funding bank BSB is not a valid 6-digit number. | Correct the BSB in the employer's bank account details and re-validate. |
| Account Number is invalid or not known: {account number} | SUPER.GEN.GEN.16 | The employer's bank account number is invalid. | Correct the account number in the employer's bank account details and re-validate. |
| Account Name is invalid or not known: {account name} | SUPER.GEN.GEN.17 | The employer's bank account name contains characters not accepted by SuperStream. | Correct the account name (only letters, digits, spaces, and basic punctuation are allowed) and re-validate. |
| Bank State Branch of superfund is invalid or not known: {bsb} | SUPER.GEN.GEN.15 | The fund's BSB returned by FVS is not a valid 6-digit number — a fund data issue, not something you can fix. | Contact Employment Hero support with the fund name and USI. |
| Account Number of superfund is invalid or not known: {account number} | SUPER.GEN.GEN.16 | The fund's bank account number returned by FVS is invalid — a fund data issue. | Contact Employment Hero support with the fund name and USI. |
| Account Name of superfund is invalid or not known: {account name} | SUPER.GEN.GEN.17 | The fund's bank account name returned by FVS contains unsupported characters — a fund data issue. | Contact Employment Hero support with the fund name and USI. |
| Data element contained an invalid value: {field} (employer organisationalName) | SUPER.GEN.GEN.5 | The employer name contains characters not supported by SuperStream (e.g. emojis, accented characters, or symbols outside the allowed ASCII set). | Remove or replace the unsupported characters in the employer name in payroll settings and re-validate. |
| Data element contained an invalid value: {field} (employee name or address fields) | SUPER.GEN.GEN.5 | A free-text field on the employee record contains characters not supported by SuperStream. | Edit the employee record to remove or replace unsupported characters (e.g. accents, symbols) and re-validate. |
| Mandatory data element not supplied: Electronic Service Address (ESA) for SMSF | SUPER.GEN.GEN.4 | The employee's fund is an SMSF and no ESA is recorded. | Add the ESA to the SMSF fund details. |
Pre-Validation Warnings (submission proceeds, action recommended)
The table below lists the HeroClear pre-validation warnings that still allow submission, showing each message, code, meaning and recommended action.
| Message | Code | What it means | Action |
|---|---|---|---|
| No member number provided. Payment can still be processed, but we recommend adding one to ensure it's allocated correctly. | SUPER.GEN.GEN.4 | The employee is on the employer default fund and has no member number yet — the fund will accept the payment but will allocate it using name/TFN matching alone. | Ask the employee for their member number once the fund responds, and update their record for the next batch. |
| TFN failed the TFN algorithm check | SUPER.GEN.GEN.9 | The TFN passes the format check (correct length/digits) but fails the checksum algorithm — likely a data entry error. | Verify the TFN directly with the employee and correct in payroll. The contribution will still be submitted but may be rejected by the fund if the TFN is wrong. |
| The employee's TFN does not appear to be valid. Contributions will still be processed, but the TFN will not be passed on to the employee's superannuation fund if you proceed. | SUPER.GEN.GEN.9 | The TFN on record is a known placeholder value (e.g. 000000000) indicating the TFN is withheld or not yet provided. | Ask the employee to provide their valid TFN and update payroll. Without a TFN, the fund taxes the contribution at the top marginal rate. |
| {fund name} (USI: {usi}) has contribution restrictions. Please contact the fund to confirm eligibility. | FUND.CONTRIBUTION.RESTRICTION | FVS indicates this fund has contribution restrictions — it may not accept contributions for all member types. | Contact the fund directly to confirm whether the employee is eligible to receive contributions. The batch will still be submitted. |
Common HeroClear error codes
The table below lists common HeroClear error codes with their severity, what each one means and how to fix it.
| 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. |
SuperStream error code reference
General errors (SUPER.GEN.GEN.* / SBR.GEN.GEN.*)
The table below lists the general SuperStream error codes, with each code's severity, short description, meaning and action to take.
| Code | Severity | Short description | What it means | Action |
|---|---|---|---|---|
| SBR.GEN.GEN.1 | 🔴 Error | ABN {abn} is not valid | The ABN doesn't pass format/checksum validation. | Look up the ABN on abr.business.gov.au, correct the employer or fund ABN in payroll, resubmit. |
| SBR.GEN.GEN.14 | 🔴 Error | Invalid Entity Identifier Scheme | The identifier scheme used is not one of the allowed values. | Technical — contact Employment Hero support. |
| SUPER.GEN.GEN.1 | 🔴 Error | TFN quoted indicator does not match Entity ID scheme | The "TFN not provided" flag contradicts the actual identifier scheme used. | Technical — contact Employment Hero support. |
| SUPER.GEN.GEN.4 | 🔴 Error | Mandatory data element not supplied | A required field in the message is empty. | Populate the named field in the employee/contribution record, resubmit. |
| SUPER.GEN.GEN.5 | 🔴 Error | Data element contained an invalid value | A field has a value outside the allowed list. | Correct the field to one of the allowed values, resubmit. |
| SUPER.GEN.GEN.6 | 🔴 Error | Missing context declaration | The message structure is missing a required XBRL context block. | Technical — contact Employment Hero support. |
| SUPER.GEN.GEN.7 | 🔴 Error | Conditional data element rule failure | A field that should have been provided based on another field's value is missing. | Populate the conditional field, resubmit. |
| SUPER.GEN.GEN.8 | 🔴 Error | Tuple has too many occurrences for a context declaration | A repeating data block appears more times than allowed. | Technical — contact Employment Hero support. |
| SUPER.GEN.GEN.9 | 🟡 Warning | TFN failed the TFN algorithm check | The TFN supplied has an invalid format (failed checksum). | Verify the TFN with the employee, correct in payroll, resubmit. |
| SUPER.GEN.GEN.10 | 🔴 Error | Too many instances of a context declaration | The same XBRL context appears more times than allowed. | Technical — contact Employment Hero support. |
| SUPER.GEN.GEN.11 | 🟡 Warning | ABN {abn} not known to the Message Receiver | The message went to the wrong fund or gateway endpoint. | Confirm you're sending to the correct fund/clearing house endpoint; verify the employer ABN is correct. |
| SUPER.GEN.GEN.12 | 🔴 Error | Payment reference {payref} cannot be matched | The payment reference number (PRN) used in the payment doesn't match the PRN in the contribution data. | Confirm the PRN used in the payment matches the PRN in the contribution data; resend payment with correct PRN. |
| SUPER.GEN.GEN.13 | 🔴 Error | Unknown BPAY Biller Code | The BPAY biller code doesn't exist. | Verify the correct BPAY biller code with the fund or clearing house, correct in payroll. |
| SUPER.GEN.GEN.14 | 🔴 Error | Unknown BPAY Customer Reference Number | The BPAY CRN is unrecognised. | Confirm the CRN with the fund/clearing house, correct in payroll. |
| SUPER.GEN.GEN.15 | 🔴 Error | Bank State Branch {bsb} is invalid or not known | The BSB doesn't match a valid Australian bank branch. | Verify the BSB (six digits, format XXX-XXX) with the receiving party, correct, resubmit. |
| SUPER.GEN.GEN.16 | 🔴 Error | Account Number {acntno} is invalid or not known | The bank account number is invalid or doesn't exist at the BSB. | Verify the account number, correct, resubmit. |
| SUPER.GEN.GEN.17 | 🔴 Error | Account Name {actname} is invalid or not known | The account name doesn't match what the receiver has on file. | Verify the account name with the receiver, correct, resubmit. |
| SUPER.GEN.GEN.20 | 🔴 Error | Unknown property within PartProperties | An ebMS3 envelope property is unrecognised — message-level technical issue. | Technical — contact Employment Hero support. |
| SUPER.GEN.GEN.21 | 🔴 Error | Member not found with supplied information | The fund cannot match the employee to a member record using the details supplied. | Verify the employee's super details (member number, name, DOB, TFN, USI) with them or use MVR to validate before resending. |
| SUPER.GEN.GEN.22 | 🔴 Error | No longer a member of specified superannuation fund | The employee no longer has an account at the fund you're paying into. | Get the employee's current fund details (or request stapled fund details from the ATO), update payroll, resubmit. |
| SUPER.GEN.GEN.23 | 🔴 Error | Mandatory PartProperty is missing | A required envelope property is missing. | Technical — contact Employment Hero support. |
| SUPER.GEN.GEN.24 | 🔴 Error | PartProperty is invalidly formatted | An envelope property has a malformed value. | Technical — contact Employment Hero support. |
| SUPER.GEN.GEN.25 | 🔴 Error | Unable to verify SMSF information | The ATO/fund couldn't verify the SMSF's details (ABN, ESA, bank). | Confirm SMSF details with the employee, refer to the ATO SMSF Verification Business Implementation Guide. |
| SUPER.GEN.GEN.26 | 🔴 Error | Unable to verify SMSF member | The SMSF member couldn't be verified — usually a name/TFN mismatch. | Verify member details with the employee against ATO records. |
Rollover errors (SUPER.GEN.RLVR.*)
The table below lists the SuperStream rollover error codes, with each code's severity, meaning and action to take.
| Code | Severity | What it means | Action |
|---|---|---|---|
| SUPER.GEN.RLVR.1 | 🔴 Error | Partial rollover indicated but no amount supplied. | Either set to full balance transfer or provide the requested rollover amount, resubmit. |
| SUPER.GEN.RLVR.2 | 🟢 Information | Rollover completed successfully. | None needed. |
| SUPER.GEN.RLVR.3 | 🔴 Error | ABN inconsistency in rollover message. | Technical — contact Employment Hero support. |
| SUPER.GEN.RLVR.4 | 🔴 Error | Product ID inconsistency in rollover message. | Technical — contact Employment Hero support. |
| SUPER.GEN.RLVR.5 | 🔴 Error | Rollover process unsuccessful (no specific reason). | Contact the receiving fund for details on why the rollover failed. |
| SUPER.GEN.RLVR.6 | 🔴 Error | Rollover could not be processed due to fund rules. | Contact the fund to find out which rule was triggered and what's needed. |
| SUPER.GEN.RLVR.7 | 🔴 Error | Rollover could not be processed due to a pending claim (e.g. insurance, hardship). | Resolve the pending claim with the fund before resubmitting the rollover. |
| SUPER.GEN.RLVR.9 | 🔴 Error | The account for the provided member identifier has been closed. | Get the member's current active account details from them, resubmit to the correct account. |
| SUPER.GEN.RLVR.10 | 🔴 Error | Fund cannot accept KiwiSaver components. | Choose a fund that accepts KiwiSaver components, or separate the KiwiSaver portion from the transfer. |
| SUPER.GEN.RLVR.11 | 🔴 Error | Tax components and preservation amounts do not match. | Originating fund issue — review and resubmit with a correct breakdown. |
| SUPER.GEN.RLVR.12 | 🔴 Error | A duplicate record has been identified. | Don't resubmit — check the status of the original record with the fund. |
Contribution errors (SUPER.GEN.CNTRBTN.*)
The table below lists the SuperStream contribution error codes, with each code's severity, meaning and action to take.
| Code | Severity | What it means | Action |
|---|---|---|---|
| SUPER.GEN.CNTRBTN.1 | 🟢 Information | Member registration request was successfully processed. | Update your records with the Member Number provided by the fund. |
| SUPER.GEN.CNTRBTN.4 | 🔴 Error | Contributions cannot be accepted — closed product, defined benefit, or pension fund. | Confirm the correct active accumulation product with the employee, update payroll, resubmit. |
| SUPER.GEN.CNTRBTN.5 | 🔴 Error | Member TFN required for this contribution type. | Obtain the employee's TFN, update payroll, resubmit. |
| SUPER.GEN.CNTRBTN.6 | 🔴 Error | Payment is less than what has been specified in the contribution data. | Reconcile the payment against the data message and top up the shortfall. |
| SUPER.GEN.CNTRBTN.7 | 🟢 Information | Payment is more than what has been specified — the transaction was still processed. | The fund will usually refund the surplus or contact you about it — reconcile and ensure amounts match in future submissions. |
| SUPER.GEN.CNTRBTN.8 | 🔴 Error | Contributions cannot be accepted due to age or eligibility restrictions. | Contact the fund to confirm the restriction; you may need to use a different contribution type or fund. |
| SUPER.GEN.CNTRBTN.10 | 🟡 Warning | MRR update will not be processed by fund. | Note that this fund does not accept member update requests from employers. No further action is required. |
| SUPER.GEN.CNTRBTN.11 | 🟡 Warning | Contribution processed but incorrect USI provided — the fund applied the correct one. | 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.12 | 🔴 Error | Registration for this member can't be processed due to errors. | Contact the fund for the specific error details, then correct and resubmit. |
| SUPER.GEN.CNTRBTN.13 | 🔴 Error | Maintenance data for this USI cannot be actioned when received from employers. | Let the employee know they need to update their details directly with the fund. |
| SUPER.GEN.CNTRBTN.16 | 🔴 Error | Government super contribution cannot be accepted. | ATO-actioned — contact the ATO if you need further detail. |
| SUPER.GEN.CNTRBTN.17 | 🟢 Information | Government contribution amendment request has been processed successfully. | None needed. |
| SUPER.GEN.CNTRBTN.18 | 🔴 Error | Government contribution amendment request cannot be processed. | ATO-actioned — contact the ATO. |
| SUPER.GEN.CNTRBTN.19 | 🟡 Warning | Insufficient funds in member account. | ATO-actioned — review with the ATO. |
| SUPER.GEN.CNTRBTN.20 | 🟢 Information | Member was successfully verified (MVR succeeded). | None needed — proceed with the contribution. |
| SUPER.GEN.CNTRBTN.21 | 🟡 Warning | SMSF ABN not known to the Message Receiver — the SMSF's ABN isn't registered with the ESA you're using. | 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.22 | 🔴 Error | No account exists and you do not have a default relationship with the 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 super fund is not open to new members (often a legacy or corporate product). | 1. Let the employee know the fund cannot accept them as a new member and ask 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. |
Inactive codes (do not use from 1 July 2026)
The following codes are no longer in use from 1 July 2026: SUPER.GEN.RLVR.8, SUPER.GEN.CNTRBTN.2, SUPER.GEN.CNTRBTN.3, SUPER.GEN.CNTRBTN.9, SUPER.GEN.CNTRBTN.14, SUPER.GEN.CNTRBTN.15, SUPER.GEN.GEN.2, SUPER.GEN.GEN.3.
When to fix the issue yourself vs. contacting Employment Hero support
The table below explains which scenarios you can fix yourself and which require contacting Employment Hero support for HeroClear issues.
| Scenario | What to do |
|---|---|
| Business errors — anything involving employee data the employer can correct (member details, TFN, BSB/account number, fund choice, USI, payment reference) | Fix directly in payroll and resubmit. |
|
Technical errors — message-structure problems that cannot be resolved from within payroll: GEN.4, GEN.5, GEN.6, GEN.7, GEN.8, GEN.10, GEN.20, GEN.23, GEN.24, RLVR.3, RLVR.4 |
Contact Employment Hero support. |