Initiating one-off withdrawals and rollovers to your clients

On behalf of your client, you can initiate online withdrawal and rollover payments for eligible superannuation accounts. Withdrawal payments can be paid to either your client’s nominated account or to another account of their choice. Rollover payments can be paid to either a self-managed superannuation fund (SMSF) or an APRA-regulated superannuation fund.

 

How to initiate a superannuation payment

To start the process, simply click the Make a payment button from your client's account in Adviser Online.

Limits on adviser initiated payments

  • You can initiate a single withdrawal of up to $500,000, or a single rollover for any amount. The amount left in the account after the withdrawal or rollover must meet the minimum balance requirements.
  • Once you’ve initiated a payment, you'll be able to initiate another online payment after three days.
  • There must be sufficient available cash in your client’s account for the payment to be made without any delays. If there isn’t enough cash available to make the payment, you’ll need to lodge asset sale orders before requesting the payment.

Approval for withdrawal and rollover payments

Your client will need to approve all withdrawal or rollover payments from their superannuation account via the Macquarie Authenticator app or via the print, sign and upload method. If your client uses the Macquarie Authenticator app, they’ll receive a notification from the app with the payment details. See Macquarie Authenticator for more information.

Please note you can make one payment every three days.

To submit a withdrawal request

Please note, if you want to make a tax deduction for your client, please submit the deduction request before submitting a withdrawal request.

  1. Log into Adviser Online
  2. Search for the client’s account using the global search bar
  3. Click Account Overview
  4. Click Make a payment
  5. Click the checkbox ‘I do not wish to claim a tax deduction for my client or if I do, I have already submitted one that has been processed by the Fund.’
  6. Click Next
  7. Select the payment type of Partial withdrawal
  8. Select the account to pay to, or enter new account details
  9. Enter the payment amount
  10. If accessing restricted/preserved benefits, select the early release of superannuation declaration that applies, and upload supporting documentation (if applicable)
  11. If the account contains funds transferred from the UK, enter any required details
  12. Click Review
  13. Confirm payment details then click Submit.

To submit a request to rollover to SMSF

Please note, you must use an approved SuperStream messaging provider for rollovers to an SMSF.

  1. Log into Adviser Online 
  2. Search for the client’s account using the global search bar 
  3. Click Account Overview 
  4. Click Make a payment 
  5. Click the checkbox ‘I do not wish to claim a tax deduction for my client or if I do, I have already submitted one that has been processed by the Fund’. 
  6. Click Next 
  7. Select the payment type of Partial rollover 
  8. Select to rollover into SMSF 
  9. Enter the SMSF details including the account name, BSB, account number, ABN and electronic service address. For more information search “Electronic Service Address” on the ATO website.
  10. Click Verify. This will verify the SMSF details against the details held on file with the ATO 
  11. Enter the payment amount 
  12. If the account contains funds transferred from the UK, enter any required details 
  13. Click Review 
  14. Confirm payment details then click Submit.

To submit a request to rollover to APRA-regulated fund

  1. Log into Adviser Online 
  2. Search for the client’s account using the global search bar 
  3. Click Account Overview 
  4. Click Make a payment 
  5. Click the checkbox ‘I do not wish to claim a tax deduction for my client or if I do, I have already submitted one that has been processed by the Fund’. 
  6. Click Next 
  7. Select the payment type of Partial rollover 
  8. Select to rollover into APRA-regulated super fund 
  9. Enter the Unique Superannuation Identifier (USI) of the APRA fund and click Search. The details of the APRA fund will be populated. 
  10. Enter the client’s account / policy / membership number 
  11. Enter the payment amount 
  12. If the account contains funds transferred from the UK, enter any required details 
  13. Click Review 
  14. Confirm payment details then click Submit.

Approvals via Macquarie Authenticator app

If your client is approving via the Macquarie Authenticator app, they’ll receive a notification from the app with the payment details when you submit the request. They can approve or deny the request directly from the app.

Notifications can also be re-sent from Request Centre.

You can view the status and progress of payments in Request Centre, including payments awaiting client approval via the Macquarie Authenticator app.

Once the client approves the payment, you’ll receive a notification in Adviser Online.

Approvals via print, sign and upload

If your client does not have the Macquarie Authenticator app, they’ll need to approve via the print, sign and upload method. When you submit the request, the consent form will be automatically downloaded to your device.

You can also re-download the consent form from Request Centre.

You’ll need to print the from, get your client to sign it, and then upload the signed form to Request Centre by following these steps:

  1. Log into Adviser Online
  2. Navigate to Request Centre 
  3. Search for the request using approval ID, account name or account number
  4. Expand the request accordion
  5. Drag and drop or browse for the signed print, sign & upload document
  6. Click Submit.

Note, if the print, sign and upload document has been signed with an approved electronic signature, please ensure the certificate of completion is also uploaded to the request.

View status of approvals

You can view the status and progress of payments in Request Centre. This includes payments awaiting client approval via the Macquarie Authenticator app.

Once the client approves the payment, you’ll receive a notification in Adviser Online.

Tax on adviser initiated superannuation payments

For clients under the age of 60, tax may apply on payments. All amounts selected will be net of any applicable tax.
 
In other words, the amount you choose will be the amount they receive in their bank account. This means the amount that is withdrawn from their account may be higher.
 
If your client is aged 60 or over at the time of the payment, tax is not applicable.

How long it takes for your client to receive the funds

If there is enough available cash in the account to make the payment, your client will generally receive the funds in one to three business days. This may be impacted by your client’s financial institution. 
 
In some instances, the amount of available cash at the time of the request will be higher than when we attempt to make the payment. This could happen if an investment trade is placed around the time of the payment request.

In this situation, it will take longer for your client to receive the proceeds as we’ll need to wait for cash to become available again.

We recommend not placing any trades if you intend to initiate these payments to avoid any delays.

Amend or cancel an adviser initiated payment

Once created, payment requests can’t be amended. If you want to cancel a payment created via Adviser Online, you can do this from Request Centre while the request is ‘Awaiting client approval’.

To cancel a payment: 

  1. Log into Adviser Online
  2. Navigate to Request Centre
  3. Search for the request using approval ID, account name or account number
  4. Expand the request accordion
  5. Click Cancel Payment.

The payment will be cancelled. If the approval method was ‘Authenticator app’, the notification sent to your client will disappear.

Chat to us on Adviser Online

Chat in real-time with an adviser consultant Monday to Friday, 8am to 7pm Sydney time (excluding public holidays).

Resolve a complaint

Everyone at Macquarie is commited to providing our clients with the highest standard of products and services available. If you have feedback we would like you to tell us about it. 

Talk to us today

To speak to a specialist complete this form and we'll be in touch.