AustralianSuper 4+

Further to my earlier email, somehow I got switched to an earlier account that I no longer use on the web page and my iPad. On my phone it said my account was locked. I have been using the app for a few years without trouble, then on Saturday I couldn’t get in. I don’t know how all this happened. It was resolved over the phone today. I found it frustrating that there was no way of getting help on the weekend. I was nervous because you hear so much about scammers.

My app was working fine earlier this week but now it is terrible, all my data for the past few years has gone and it is treating my account as if it is brand new with no funds in it. Alarming!

Hi Trevor, sorry for the inconvenience caused. I am glad to know that the issue was resolved for you. The best course of action in such situations is to ring Contact Centre on 1300 300 273 to walk through the situation as they will be able to triage and escalate to the right team to address your concerns. Thank you.

The UI format on home page is disappointing. My Choice income shows as zero although it shows what my next payment is. Fees are shown as zero which is incorrect, we have to go to transaction page to find that out. Then we have Member Direct Option down below, wasted space if we’re not interested. Overall, very disappointing app with a lot of other info available (some I don’t want to see in an app for security purposes), but unnecessary in an app, with features I do want either incorrect or not there (I want to see performance for each asset class same as on desktop). I expected a lot better from Australian Super so very disappointed with this version. PS how on earth do I log into my super account? The Choice Income account uses Face ID & comes up immediately. When I log out I don’t get the option to log in to my separate accumulation super account! What am I supposed to do to log in to my second account? Turn off Face ID every time I want to swap accounts? Not a great or secure idea to do business. This is all way too complicated for something that should be simple & user friendly.

Hi there, we're very sorry to hear you're having issues. Please can you contact us at mobile@australiansuper.com and we can help you troubleshoot. Thanks.

After my previous review blasting Australian Super’s app and, in particular, their poor communications, I was contacted by an Australian Super representative who apologised for the original problem, explained that it had been caused by a technical issue and asked if the app is now working properly, which it is. He also gave me a direct phone number for Choice pension-mode super inquiries. I feel reassured but did suggest to the representative that Australian Super should focus more on person to person contact than app-based chat bots and other AI ‘tools’. I was impressed that Australian Super got in touch very quickly after reading my review. I’ll continue to use the app because I find it very useful - so long as it keeps working properly.

Hi there, thanks for taking the time to update your review. Much appreciated and apologies for the inconvenience you experienced.