Frequently Asked Questions

What details do I need to give to my employer?

You will need to provide your employer with:
  • Your Professional Super member number which you can find by logging into your account
  • Our USI/SPIN: 34 300 938 877 006
  • Our ABN: 34 300 938 877
You can find all these details on the pre-filled super choice form which you can download from our PDS and Important Docs page.

How do I transfer previous super accounts or lost super to Professional Super?

If you have added your TFN to your Professional Super account, you will be able to use the 'Find or combine my super' feature.
The 'Find or combine my super' feature uses data from the ATO to search for any previous or lost super accounts. It also gives you the option to combine these accounts into your Professional Super account.
Alternatively, you can find your lost, active and inactive super through your MyGov account if it’s linked with the ATO.
Please note that super funds are only required to report to the ATO once every 12 months. So, if your previous super account was made within that time and it's not showing in the results, contact our team at hello@professionalsuper.com.au and we can help you with alternative methods.

How do I fill out the ATO’s super choice form?

To start, you’ll need to select that your super fund is an APRA regulated fund.
You can find your member number by logging in to your Professional Super account, or by referring to the pre-filled ATO super choice form attached to your ‘Welcome Email’.
You’ll also need the following details:
  • Fund ABN: 34 300 938 877
  • Fund name: Student Super Professional Super
  • Fund address: Suite 4.01, 50 Holt Street Surry Hills NSW 2010
  • Phone: 1300 707 746
  • USI: 34 300 938 877 006

Where can I find my member number?

You can find your member number by logging in to your Professional Super account, or by referring to the pre-filled ATO super choice form attached to your ‘Welcome Email’.

How much super should my boss pay me?

Your boss must pay you a minimum of 10%* of your ordinary time earnings (OTE) if you are over 18 and earn more than $450 in a month. Ordinary time earnings include your regular income, bonuses, commissions and loadings.
* This has increased from 9.5% after the 1st July 2021.

Where can I find the Letter of Compliance?

You can find a copy attached to your ‘Welcome Email’, or you can head to our PDS and Important Docs page and download it from there.

Why is my balance zero when I have super on my payslip?

When you see super on your payslip, unlike your wages, it does not necessarily mean that it’s been paid.
The super you see on your payslip is the amount of super you have earned for that particular pay period.
Your employer can choose how often they pay super you super (e.g. fortnightly, monthly etc.), it doesn’t have to be paid at the same time as your wages.
By law, your employer is required to make a payment at least every 3 months. So, if you have only started working at your employer within the last 3 months, they may not have made a payment to your account yet, explaining why your balance is still zero.
You can ask your employer how often they pay super to get a better idea of when to expect your super payments.
Professional Super will send you an SMS and email reminder every time you receive a contribution!
See the table below for the break-down of the quarterly periods and when the payment is due.
PeriodDue Date
1 January - 31 March
28 April
1 April - 30 June
28 July
1 July - 30 September
28 October
1 October - 31 December
28 January
For example, if you have a payslip showing super for the period 10-17 July, your employer doesn’t need to pay you for this amount until October 28.
If you have been working and the super payment due date passed before you gave your employer your Professional Super account details, it is possible your employer created another super account for you with their default fund.
You can ask them which super fund they paid into, and if you want to combine this into your Professional Super account send us an email at hello@professionalsuper.com.au and we can help you with this.

Where can I find my super account details?

We know how important it is to let employers know about your super details, so we’ve created a pre-filled copy of the ATO Super Choice Form. It was attached to your ‘Welcome Email’.
If you can’t find the email, you can log into your Professional Super account, go to ‘Tell Your Employer’ from the dashboard and email yourself a copy.
You can also find it by going to PDS and Important Docs and downloading the Super Choice Form.
To help you fill out this form, our fund details are:
  • Fund name: Student Super Professional Super
  • Fund phone number: 1300 707 746
  • Australian Business Number: 34 300 938 877
  • Unique Superannuation Identifier: 34 300 938 877 006
  • Fund address: Suite 4.01, 50 Holt Street Surry Hills NSW 2010
  • You can find your member number by logging into your Professional Super account.

Where can I find your ESA, BSB and account no?

It sounds like you might be filling out the ATO’s super choice form. But, you’ve selected the wrong type of fund - those details are only required for Self-Managed super funds.
Professional Super is an APRA-regulated fund, so please make sure you are filling out that part of the form.
To help you fill out this form, our fund details are:
  • Fund name: Student Super Professional Super
  • Fund phone number: 1300 707 746
  • Australian Business Number: 34 300 938 877
  • Unique Superannuation Identifier: 34 300 938 877 006
  • Fund address: Suite 4.01, 50 Holt Street Surry Hills NSW 2010
  • You can find your member number by logging into your Professional Super account.

What’s Professional Super’s SPIN?

Professional Super’s SPIN is the same as our USI which is 34 300 938 877 006.

What is super?

Superannuation is money for your retirement. You accumulate super while you are working in order to provide you with an income in retirement.
If you are over 18 and earn $450 or more in a month, your employer is generally required to pay you 10% on top of your ordinary time earnings into a superannuation account. This increased from 9.5% on 1 July 2021.

What is SG?

SG stands for Superannuation Guarantee and is the super your employer is required to pay. This is currently 10% of your ordinary time earnings. This increased from 9.5% on 1 July 2021.

How long can it take for a contribution to be seen in my account?

Up to 5-10 business days.

What’s contributions tax?

The government takes contributions tax from all concessional (before-tax) super contributions, like employer contributions.
It’s a tax charged by the government, not a fee deducted by Professional Super. It applies to every super fund and occurs each time a concessional contribution comes in.
You cannot opt-out of this tax or claim it back on your tax return.
If you have provided your TFN, the contributions tax rate is 15%.
If you earn below $37,000 you may be eligible for an automatic refund of some or all of your contributions tax. You can find out more about this under ‘Low Income Super Offset Tax’ on our government incentives page.

My name on my account is wrong, what do I do?

If you have not added your TFN to your Professional Super account and have a zero balance, go to ‘My Profile’ from the main menu of your account and you can update it there.
If you have provided us with your TFN and:
  • you joined us within 7 days, you can email us your ID and we can change it for you.
  • you joined more than 7 days ago, we need you to post in a certified copy of your ID to our administrators. Please send it to the following address:
DDH Graham
PO Box 3528
Tingalpa DC
QLD 4171
For more information on how to get your ID certified email us at hello@professionalsuper.com.au.

What are Professional Super’s fees?

Your account balanceFlat dollar admin feePercentage based fee per annum
$0 - $999
Nil
Nil
$1,000 - $4,999
$0.75 per week ($39 p.a)*
0.99% of your account balance p.a.*
$5,000 +
$1.50 per week ($78 p.a)*
0.99% of your account balance p.a.*
For more information about our fees structure, feel free to check out our dedicated page here.
* If your account balance at the end of the financial year is less than $6,000, the total combined amount of administration fees, investment fees and indirect costs that were charged to your account during the year (and not rebated) will be capped at 3% of your account balance, and any amount charged in excess of that amount will be refunded to your account.

What are admin fees?

Admin fees are fees charged to cover the general costs of managing your account.

What’s net investment earnings?

Superannuation is money that is set aside for your retirement, and is invested with the aim of growing it over time.
When your balance is above $1,500 you will be invested in index funds. This means that your balance will move with the market. Our net investment earnings show you the return on your investment.
Investment return and can be positive or negative. It is important to remember that super is a long-term investment and therefore, will be exposed to many market cycles.

Why do you charge fees?

We charge fees to cover the general cost of managing your account and the investments we make on your behalf.

I can’t log into my account, can you help me?

We can help you with this! Please send us an email at hello@professionalsuper.com.au. So we can locate your account, please let us know your:
  • Full name
  • Date of birth
  • Address and postcode
We will then be able to confirm the mobile number and email on your account so you can reset your password and login.

How can I change my password?

Please go to the Professional Super login page and click on the 'forgotten your password' link. It will ask for your email, date of birth and mobile number. We will send you a code via SMS to reset your password.

How do I update my mobile number?

Our Member Services Team can help you with this. Send us an email at hello@professionalsuper.com.au and we can update your mobile number for you.
So that we can locate your account and update your details, please send us an email with your:
  • Full name
  • Date of birth
  • Professional Super member number
  • New mobile number
You can find your member number by logging in to your Professional Super account, or by referring to the pre-filled ATO super choice form which was attached to your ‘Welcome Email’.

How do I change my email address?

Simply log into your Professional Super account, click on ‘My Profile’ in the main menu. From there you will be able to update your details.

How do I change my residential address?

Simply log into your Professional Super account, click on ‘My Profile’ in the main menu. From there you will be able to update your details.

How do I add a beneficiary to my account?

You can add a beneficiary by filling out our ‘Beneficiary Nomination Form’. You can find this form on our PDS and Important Docs page.
Once completed please email the form back to us at hello@professionalsuper.com.au and we will update this on your account for you.

I’ve changed my name, how do I update the name on my account?

To update your name, you will need to post us a certified copy of a document showing your old name and new name.
This can be a marriage certificate or change of name certificate. Please post the certified copy to our administrator:
DDH Graham
PO Box 3528
Tingalpa DC
QLD 4171

How do I get a TFN?

You are able to apply for a TFN in three ways:
  1. Applying at Australia Post
  2. Applying at Department of Human Services (Centrelink) Centre
  3. Applying via Post
Check out our TFN page for more information on how to apply.
Get started today as it can take up to 28 days to receive your TFN after you’ve lodged your application.
If you already have a TFN and can’t remember it, you can call the ATO on 13 28 61.

I can’t find my TFN, what do I do?

You can find your TFN by logging into your MyGov account linked with the ATO.
Alternatively, you can call the ATO on 13 28 61. You’ll need to confirm some personal information and then they’ll tell you it over the phone.

How old do you have to be to have a super account?

There is no minimum age to have a super account.

How do I set up a third party authority?

You can do this by filling out our ‘Third Party Authority’ form found under PDS and Important Docs.
Once completed, email the form back to us at hello@professionalsuper.com.au and our Member Services Team will update this on your account for you.

I received an email saying I left the fund, but I didn’t want to close my account. How can I keep my account open?

If your account was closed but you want to stay with Professional Super, send us an email at hello@professionalsuper.com.au and we can re-open your account.
If you transferred all your money to another super fund, your account with us would have been automatically closed.
If you want your super money back with Professional Super, once we have re-created your account and you've added your TFN, you can use the 'Find or combine my super' feature. This will help you search for your other super accounts. Then, you can combine them back into Professional Super.

Can I make an employer payment via BPAY or EFT?

No. Employer payments must be made via a solution that meets the SuperStream rules.
You can make a payment through:

My accounting software can’t find your super fund, how can I make a payment?

You will need to contact your software provider to ask them to add our super fund. All you will need to provide them with is our Letter of Compliance which you can find here.
Alternatively, if you have less than 20 employees, you can use the free ATO Small Business Clearing House to make super payments to your employee.
Remember that employees have the right to choose their own super fund. If they’ve asked to be paid into Professional Super it’s important you facilitate this.

I’ve made a mistake paying an employee - how can I get a refund?

That’s no problem! Please email us at hello@professionalsuper.com.au and our Member Services Team will send you our Refund Request Form. Once completed, please send it back to us so that we can refund the payment.

How do I certify my documents?

  1. Take a photocopy of the original document (e.g. your driver’s license).
  2. Take both your original document and the photocopy to an authorised person who can certify them and
  3. Get the authorised person to stamp or write on each page of the photocopied document ‘I certify this to be a true copy of the document shown and reported to me as the original’, followed by their signature, full name, qualification, registration number (if applicable) and the date.
People who can certify your ID include:
  1. A teacher employed on a full-time basis at a school or tertiary education institution.
  2. A healthcare professional such as medical practitioner, nurse, pharmacist, dentist, optometrist, chiropractor, physiotherapist or psychologist.
  3. A justice of the peace.
  4. A police officer.
  5. A legal practitioner.
  6. A member of a professional accounting association.
  7. A permanent employee of Australia Post with two or more years of continuous service.

How can I access my money?

There are several ways you can access your super:
If you have reached preservation age (you are over 55)
Preservation age is the age you can access your super when you are retiring, or transitioning to retirement. The general age is 55-60 years old.
Your preservation age will depend on when you were born. You can find the breakdown on the ATO’s website.
You can access your super if you have reached 65 years of age, regardless of your working status.
If you haven’t reached preservation age
If you are under 55, you can access your super in limited circumstances such as:
  • On compassionate grounds, including due to COVID-19
  • Due to severe financial hardship
  • Due to a terminal medical condition
  • Due to temporary or permanent incapacity
You can check out the ATO page for more information.

How can I close my account if I have a zero balance?

Our Member Services Team can help you close your account. Please send us an email at hello@professionalsuper.com.au and we can close it for you. For security reasons, you will need to confirm your:
  • Full name
  • Date of birth
  • Member number
You can find your member number by logging in to your Professional Super account, or by referring to the pre-filled ATO super choice form which was attached to your ‘Welcome Email’.

How can I close my account if it has money in it?

We’re sad to see you go :(
If your Professional Super account has money in it, you will need to create an account with a new fund and transfer your balance. Please contact your new super fund for help with this.
Once the transfer has processed and your entire balance has been moved to another super fund, your account with us will be automatically closed. You don’t need to worry about letting us know.

I’m leaving the country permanently and want to access my super. How do I do this?

We’re sad to see you go :(
If you are leaving the country permanently, or your visa is expiring/cancelled and you want to claim your super, you can submit an application for a Departing Australia Superannuation Payment (DASP) via the ATO.

How do I make a DASP claim?

We’re sad to see you go :(
If you are leaving the country permanently, or your visa is expiring/cancelled and you want to claim your super, you can submit an application for a Departing Australia Superannuation Payment (DASP) via the ATO.

How do I apply for financial hardship?

We are sorry to hear that you are experiencing financial hardship and we will do everything we can to help you through this process. To be eligible to access your super you must meet this criteria.
If you meet this criteria, you can apply by emailing us at hello@professionalsuper.com.au and request a Financial Hardship Application Form. You’ll need to fill out the form and send it back to us, along with:
  • A Centrelink Q230 letter (if you don’t provide your Centrelink Reference Number on the form)
  • Evidence of your income
  • Proof of debt to support the amount being requested
  • Certified ID

I am deaf, have a hearing or speech impairment, do you have an option to support me contacting the fund?

Yes we do! You can write to us at hello@professionalsuper.com.au.
If you’d prefer to have a phone based conversation, you can contact us through the National Relay Service (NRS). The NRS has specially trained staff called relay officers who act as a bridge between you and the organisation you’re calling —in this case Professional Super.
Find out more about the National Relay Service here.

I don’t speak English, do you offer translation services?

Yes we do! You can write to us at hello@professionalsuper.com.au.
We are registered with the Translating and Interpreting Service (TIS). You can use this service to access an interpreter who can assist you to have a conversation with us.
Call TIS on 131 450, follow the prompts and quote “Professional Super” and our phone number 1300 707 746 as the organisation you’d like to connect with. TIS will connect you with an interpreter and the fund.