Frequently Asked Questions

What details do I need to give to my employer?

You will need to provide your employer with:
  • Your mobiSuper member number which you can find by logging into your account
  • Our USI/SPIN: 34 300 938 877 004
  • 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 much super should my boss pay me?

Your boss must pay you a minimum of 10.5%* of your ordinary time earnings (OTE) if you are over 18. Ordinary time earnings include your regular income, bonuses, commissions and loadings.
*This increased from 10% on 1 July 2022.

Where can I find the Letter of Compliance?

You can find a copy on our PDS and Important Docs page and download it from there.

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.
mobiSuper 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: mobiSuper
  • Fund phone number: 1300 222 622
  • Australian Business Number: 34 300 938 877
  • Unique Superannuation Identifier: 34 300 938 877 004
  • Fund address: DDH Graham PO Box 3528 Tingalpa DC QLD 4173
  • You can find your member number by logging into your mobiSuper account.

What’s mobiSuper’s SPIN?

mobiSuper’s SPIN is the same as our USI which is 34 300 938 877 004.

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, your employer is generally required to pay you 10.5% on top of your ordinary time earnings into a superannuation account. This increased from 10% on 1 July 2022.

What is SG?

SG stands for Superannuation Guarantee and is the super your employer is required to pay. This is currently 10.5% of your ordinary time earnings. This increased from 10% on 1 July 2022.

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 mobiSuper. 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 mobiSuper 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@mobisuper.com.au.

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.
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@mobisuper.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 do I update my mobile number?

Our Member Services Team can help you with this. Send us an email at hello@mobisuper.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
  • mobiSuper member number
  • New mobile number
You can find your member number by logging in to your mobiSuper account.

How do I change my email address?

Simply log into your mobiSuper 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 mobiSuper 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, if you've made a non-binding nomination, please email the form back to us at hello@mobisuper.com.au and we will update this on your account for you.
If you’ve made a binding nomination, please post the completed form to:
DDH Graham
PO Box 3528
Tingalpa DC
QLD 4171

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.

Where can I find my TFN?

Here are some places to check when searching for your TFN:
  • Login to your myGov account
  • Payment summaries from your employer
  • Lodged income tax returns (this is would be from the ATO)
  • Previous super statements
  • Ask your accountant
Or you can call the ATO, they will be able to help you locate your TFN.

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@mobisuper.com.au and our Member Services Team will update this on your account for you.

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 mobiSuper 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@mobisuper.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
  • 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 it has no money in it?

Our Member Services Team can help you close your account. Please send us an email at hello@mobisuper.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 mobiSuper account.

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

We’re sad to see you go :(
If your mobiSuper 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@mobisuper.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@mobisuper.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 mobiSuper.
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@mobisuper.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 “mobiSuper” and our phone number 1300 222 622 as the organisation you’d like to connect with. TIS will connect you with an interpreter and the fund.

What is the difference between binding or non-binding beneficiary nominations?

There are two types of beneficiary nominations:
1. Non-binding beneficiary nomination
This nomination is who you would prefer to receive your super benefit. The Trustee will take your nomination into account, but they are not legally bound to follow it. This nomination does not expire.
2. Non-lapsing binding beneficiary nomination
This nomination gives you greater certainty on who will receive your super benefit. The Trustee must pay your super to the person(s) you have nominated if you have a valid non-lapsing binding nomination in place.
You can complete a nomination by filling out the Beneficiary Nomination Form.

Who can I nominate as a beneficiary?

There are five categories of people you can nominate as a beneficiary to your super. They include a Legal Personal Representative (LPR), a spouse, children, financial dependent or a person you’re in an interdependent relationship with.

How do I can update or cancel a beneficiary?

Both types of beneficiary nominations are non-lapsing, which means they don’t expire. It is important that if your circumstances change, you review your beneficiary nominations. You can update your beneficiary nominations at any time.
If you want to cancel your beneficiary nomination (removing all beneficiaries nominated), please complete the Cancellation of Beneficiary Nomination Form.
If you want to update your beneficiaries nominated, you can simply complete a new Beneficiary Nomination Form, you do not need to complete the cancellation form, the new form will override your previous nomination.

Can you access your mobiSuper account online?

Yes. At mobiSuper, we know you want access to your super information wherever you may be. Our user-friendly website gives you full access to your account online, where you can check your balance, change your investment options, or update your personal details at any time.

Why should you only have one super fund?

There are many sensible reasons to keep all your super in one fund. If you’re holding multiple accounts, you’ll likely be paying multiple fees which may be eroding your retirement nest-egg. You could also be paying for duplicate insurance cover. Keeping your super in one account may help save you money, and allows you to keep track of your super balance and performance, making it easier to adjust your fund to suit every phase of your life.
Before deciding to consolidate your super, please ensure you have considered any potential loss of existing insurance or other benefits you may have with your existing fund. You should read the important information about the features and the benefits of investing with MobiSuper before making a decision. Refer to the PDS and TMD, available at mobiSuper.com.au.

Why you need to value your super

Your super is likely one of the biggest investments you’ll ever make. The Government has established the system to encourage Australians to save for retirement and take responsibility for their future wellbeing.
Relying on the government pension alone may not be sufficient for many Australians seeking a comfortable retirement. By focusing on your super today, you can take charge of your investments, maximise your wealth and achieve the comfortable lifestyle you desire in retirement.

What is the government co-contribution

The superannuation co-contribution is an initiative that helps low and middle-income earners to build their super savings. If you earn less than $57,016 between 1 July 2022 and 30 June 2023, and make contributions to your super fund, then you could receive an additional super payment of up to $500 from the Government.

What is salary sacrificing into mobiSuper?

Salary sacrificing is an arrangement you make with your employer to sacrifice some of your pre-tax income into super. This lets you grow your super faster while potentially lowering your taxable income, and thereby potentially reducing the amount of tax you need to pay.

Can you choose your own super fund?

The Government has given freedom to most Australians to choose their own super fund. When you start a new job, or at any time during your employment, you can give your mobiSuper details to your employer and ask them to start paying your superannuation into your mobiSuper account.
It’s important to provide your Tax File Number to your employer as this ensures you’re taxed correctly on your superannuation and income.
If you choose not to provide your TFN:
  • You may pay a higher rate of tax on your benefits
  • It may be more difficult to locate or consolidate your super benefits in the future or to receive benefits
  • We’ll be unable to accept after-tax contributions from you
  • Higher tax may be paid on your concessional contributions.
This excess may be reclaimed if you provide us with your TFN within the same financial year or the following three years.

Is it easy for your employer to contribute to mobiSuper?

Yes. Once you’ve signed up with mobiSuper, we provide you with all the necessary paperwork to hand over to your employer or payroll department.

How much insurance do you need?

The level and type of insurance you require depends on your personal circumstances and needs. When selecting insurance cover, these are some of the points to consider:
  • How would your family make ends meet without your income?
  • How much do you currently owe on mortgages, loans and other financial commitments?
  • What are your day-to-day expenses, such as groceries, utilities and school fees?
You should also speak to a financial advisor for personal advice tailored to you.