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If you are experiencing difficulties with Online Services, the information shown below may contain the answer to your problem. If you still need assistance after browsing the following information, please contact us. Please select one of the following links to view the solution for each situation:
In the Getting Started Guide, The browser test failed or didn't show me which browser I'm using.If you didn't see which browser version you are using, you may need to enable JavaScript, or you may be using a browser that doesn't support JavaScript. If you did see your browser version, but also saw the following message then we don't recommend running online services in your browser. You will need to upgrade your browser to a newer version.: "Your browser is not capable to run Online Services because it is not Version 5 (IE) or 6 (Netscape) or above. Your browser will need to be upgraded." In the Getting Started Guide, the encryption test failed.If you don't have a browser capable of using 128bit encryption you will need to upgrade your browser to a more recent version.. If you do have a capable browser, please check that SSL 3.0 is enabled. See How to Enable SSL. If you connect to the Web through a Web proxy, You may need to change your proxy settings. Please ask your System Administrator/Internet Service Provider for more information. In the Getting Started Guide, the cookie test failed.If you don't have a browser capable of using cookies you will need to upgrade your browser to a more recent version. If your browser is Internet Explorer version 5.0 or above, or Netscape v6.0 or above, you may have privacy settings which do not allow cookies. If this is the case, Online Services may not work correctly. To change the settings controlling which cookies are accepted in Internet Explorer v5.0 and above:
To change the settings controlling which cookies are accepted in Netscape v6.0 and above:
I need to upgrade my browserTo upgrade your browser, either:
I need to enable JavaScriptInstructions for enabling JavaScript in Internet Explorer v5.0 and above:
Instructions for enabling JavaScript in Netscape v6.0 and above:
I need to enable SSLInstructions for enabling SSL in Internet Explorer v5.0 and above:
Instructions for enabling JavaScript in Netscape v6.0 and above:
Do I need a high speed internet connection?No - the system has been designed to perform well using lower speed (bandwidth) connections. Can more than one staff member have access to Online Employer Services?Yes - any number of staff can have access, they just need to register. I can’t remember my UserID and/or password to loginMember Services: For Member Services, your UserID is your Membership Number.
Employer Services: Contact Customer Service on 1800 675 839 ( 8:00am to 10:00pm Sydney time Monday to Friday). When I attempt to login to Online Services, I am returned to the login page instead of into the site.If your browser is Internet Explorer version 5.0 or above, or Netscape v6.0 or above, you may have your browser security settings set to "high", which will prevent you from being able to use Online Services. In Internet Explorer v5.0 and above, you can add the URL for Online Services to your trusted sites zone. This will allow you to use Online Services without compromising your security Settings for all other sites you visit. To add Online Services to your trusted sites zone in Internet Explorer v5.0 and above, follow these steps:
Alternatively, you could lower your security settings for all websites you visit, by following these steps: Internet Explorer v5.0 and above:
Netscape v6.0 and above:
I’ve logged in to Online Employer Services, but I don’t know what to do next.If you’re unsure how to use the site, you can find step by step instructions in the Online Employer Services User Guide. How do I pay for my contributions in Online Employer Services?The three payment options available are Direct Debit, EFT/Direct Deposit and Cheque. Direct DebitPrime Super's preferred payment method is direct debit. To pay by the direct debit payment method, the employer must complete & sign in the Bank Deduction Authority Form. Your account will not be debited until a signed & completed copy of this form has been received.
After you have completed and returned a copy of the form, just select the Direct Debit payment method when you submit your contribution return on the Employer Services website, and your account will be debited automatically when the return is processed. EFT/Direct DepositTo complete a payment using the EFT/Direct Deposit method, you will need to make a deposit into Prime Super’s bank account after you have submitted your contribution return on the employer services site. The Prime Super BSB and Account Number will be displayed on the confirmation screen if you have selected this payment method, and also on the Help page within the employer services site. As an example, you may choose to make this deposit through Internet Banking. To do so, you would:
ChequeFor cheque payments, you should print out a copy of the confirmation screen shown after you submit your contribution data, and forward the printed confirmation screen and your cheque to: Prime Super When I print pages from Online Services, the right hand side of the page is missingWhen printing some pages, the information may be too wide to fit on a printed page. To fit all the information on a printed page, you can change your page setup to Landscape instead of portrait. To do this;
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