Issue: 

You have received a notification that a Rollover has been rejected with the following message:

Cause:

This rejection message is received when the Rollover In/Rollover Out has been rejected by the other fund. When rejecting a Rollover event, they can choose a reason from a set list only. 

Generally this message is chosen by the rejecting fund when the member details they hold do not match what has come through SuperStream. 

Resolution:

Please confirm the following with the member:

• They have a current open member account with the external fund you are attempting to Rollover In to or Rollover Out of
• They have provided you with the correct Member Account Identifier/Member Account Number 
• Their details with the external fund match what is in Class including full name (including any middle name/s), date of birth, address. 
• The Member Account Identifier/Member Account Number was correctly entered into the 'Member ID' box in the Rollover event

Once this has been confirmed, we recommend contacting (or having the member contact) the APRA/SMSF to ask why the Rollover was rejected. 

Once you know why it was rejected, you can make any necessary changes and reinitiate the Rollover In/Out from the Rollover & Release Authority Console. 

If this still does not work, you could consider asking the external fund to initiate the Rollover In/Rollover Out from their end.