Heffron Online Services

Heffron Online Services

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Heffron Online Services FAQ's

Browser Problems (Click to Expand).

How to turn off compatibility view in Internet Explorer 9.

This can help resolve display or function issues with Heffron's web pages.


To disable compatibility view in Internet Explorer 9, complete the following steps:

  • 1.Open Internet Explorer 9.
  • 2.Click Tools and you will see an option called Compatibility View.
  • 3.If there is a checkmark next to Compatibility View, click it to remove the checkmark. If there is no checkmark, move to step four.
  • 4.Open the Tools menu again. Select Compatibility View Settings.
  • 5.Make sure that "Display all websites in compatibility view" is unchecked, then click Close.
  • 6.Reopen Tools, click F12 Developer Tools. This will open a bar across the bottom of your browser page.
  • 7.In the top of that bar, click Browser Mode.
  • 8.Select Internet Explorer 9 from the drop-down.
  • 9.Press F12 on your keyboard to close the developer tools bar.
  • 10.Close and reopen your browser. Return to members.heffron.com.au.
  • 11.Press F5 on your keyboard to refresh the browser.

How to clear the cookies and cache.

  • Clearing cookies can fix issues related to: Sign-in problems, like not being able to sign-in, not being able to stay signed-in, and error messages about setting your user cookie.
  • Clearing cache can fix issues related to: Browser never finishes loading page, page hangs or freezes, seeing old page content, and online applications (like games) not responding


Cookies are small pieces of information stored on your computer by your browser to customize what you see on a webpage. The cache is website information that is stored on your computer, so webpages will load faster. Clearing your cache and cookies can help resolve many browser functionality issues.

To set your browser to clear cache and cookies, click the link to locate the instructions for your browser:


  • Other browsers: If you're running a browser other than those listed above and want more information about clearing your browser's cache and cookies, refer to your browser's help file.
  • Warning: Clearing your cookies will clear website passwords, sign-in information (whether sites recognize you), site-specific preferences, etc.

Microsoft Internet Explorer

* IE 7.0:

Operating system:
- Windows XP

  1. Select Tools | Internet Options.
  2. Select the General tab.
  3. Under "Browsing history," click Delete.
  4. Click Delete files and then click Yes to confirm the deletion. 
  5. Click Delete cookies and then click Yes.
  6. Click Close to close the "Delete Browsing History" dialog box.
  7. Click OK to close the "Internet Options" window. 
  8. Close and restart your browser.

* IE 8.0 or newer:

Operating systems:
- IE 8: Windows XP, Vista, and 7
- IE 9: Windows Vista, 7 and 8

  1. Select Tools | Internet Options.
  2. Under "Browsing history," click Delete.
  3. Check the checkboxes for:
    • Temporary Internet files
    • Cookies
  4. Click Delete.
  5. Click OK to close the "Internet Options" window.
  6. Close and restart your browser.

        Note: For Internet Explorer 9, you can also do shortcut keys (Ctrl+Shift+Del | Clear Now) to pull the clear browsing history pop-up window. 

Mozilla Firefox

* Firefox 3.5 and 3.6:

Operating systems:
- Windows 2000, XP, Vista, 7 and 8
- Mac OS X 10.5, 10.6, and 10.7

  1. Choose the menu option for your computer:
    • PC: Select Tools | Clear Recent History.
    • Mac: Select Firefox | Clear Recent History.
  2. Click the down arrow  at the left of Details.
  3. Check to ensure the following checkboxes are checked:
    • Cookies
    • Cache
    • Active Logins
  4. In the Time range to clear pull-down menu, select Everything.
  5. Click Clear Now.
  6. Close and restart your browser.

        Note: You can also do shortcut keys (Ctrl+Shift+Del | Delete) to pull the clear browsing history pop-up window. 

* Firefox 4.0 and newer:

Operating systems:
- Windows 2000, XP, Vista, 7 and 8
- Mac OS X 10.5, 10.6, and 10.7

  1. Select Firefox | History | Clear Recent History.
  2. Click the down arrow  at the left of Details.
  3. Check to ensure the following checkboxes are checked:
    • Cookies
    • Cache
    • Active Logins
  4. In the Time range to clear pull-down menu, select Everything.
  5. Click Clear Now.
  6. Close and restart your browser.

        Note: You can also do shortcut keys (Ctrl+Shift+Del | Delete) to pull the clear browsing history pop-up window.

Apple Safari

Operating systems:
- PC Safari 3.5: Windows XP and Vista
- Mac Safari 3.5: Mac OS X 10.4.9 or newer
- PC Safari 4 and 5: Windows XP, Vista, 7 or 8
- Mac Safari 4: Mac OS X 10.4, 10.5, and 10.6
- Mac Safari 5: Mac OS X 10.6 and 10.7

  1. Choose the menu option for your computer:
    • Mac: Select Safari (Gear icon gear icon) | Reset Safari.
    • PC: Select Edit (Gear icon gear icon) | Reset Safari.
  2. Check to ensure the following checkboxes are checked:
    • Empty the cache
    • Remove all cookies
  3. Click Reset.
  4. Close and restart your browser.

Google Chrome

Operating systems:
- Windows XP, Vista, 7 and 8
- Mac OS X 10.5, 10.6, and 10.7

  1. Select Tools (Wrench icon wrench icon) | Settings.
  2. Select Settings at the left.
  3. Click Show advance settings... link.
  4. Under Privacy, click on the Clear browsing data... button.
  5. Check to ensure the following checkboxes are checked:
    • Empty the cache
    • Delete cookies and other site data
  6. Click Clear browsing data.
  7. Close and restart your browser.

        Note: You can also do shortcut keys (Ctrl+Shift+Del | Clear browser data) to pull the clear browsing history tab.

Using Heffron's Online Services (Click to expand).

I haven't got a username and password, how do I get one?

Go to the login page for the form : (click here to open in a new tab/page).

Immediately below the login box, there is a section called "New Members". Click the black "Join Now" button. You will go through a short registration process where you give us information about your firm so that we can link you to an existing client company or create a new one.

You will also be asked to set a password. This must be at least 8 characters and is stored in an encrypted form - it is not visible to Heffron staff.

Create a shortcut on my desktop to Heffron's online sevices site.

How do I re-set my password - either because I want to change it or I've lost it?

You can re-set that password any time by :

  • logging in and clicking on "My Details" (in a menu bar across the top of each page); or
  • clicking "Lost Password" on the login screen. This will trigger an email to the email address that constitutes your user name and you will have the ability click on a link to re-set your password.

I have to give a username and password, can everyone in my firm use a generic email address (eg: HeffronLogIn@myCompany.com.au)?

We ask that you use your own email address for a number of reasons:

  • We will use the email address you login with to communicate with you (eg send you the completed certificate and ask questions) – hence it is generally easier to ensure that this is dealt with promptly if you use your own email address
  • We also use this email address if you need to re-set the password (because you have forgotten it). Hence you will need to have access to this email address.
  • Obviously your login details are a reasonably important thing in that anyone with your details can login and see data previously submitted by your firm. For example, they could see financial data about previous actuarial certificates, trustee and member information for other funds where Heffron has been involved with that fund in the past etc. If a single email address is used for all staff, it will need to be re-set every time someone leaves. If each staff member has their own email address, you simply need to tell us when someone leaves and we will disable their login
  • Sometimes firms ask us to set security levels so that (say) not all staff can see the partner’s superannuation fund – we therefore need to be able to ascribe a particular security level to each individual

Security - at a firm level

Different people often prepare and submit certificate requests. Sometimes, one member of staff will prepare a request but it will be reviewed and submitted by another. Our form accommodates this as all users at the same firm can access each other's forms.

Someone in my firm has resigned, do I need to do anything?

Yes - please contact us to let us know. We will disable their login. They may well use Heffron in their new position. If so, they will be set up with a new login (their new email address) and password and will no longer have access to any work they did for your firm.

Can I save a form and come back to it?

Yes. You can “Save and exit” any time (there is a button for this on the left hand side of most pages). When you return, simply select the “In progress” tab. Incomplete forms for your firm will be saved there. “Pending” forms are those you have submitted but have not yet been processed by us.

I just entered a form and it asked me to pay. We usually get sent an invoice and we pay then. How do I change this?

The first time you use the form, you will be treated as someone who is new to Heffron and therefore it will not automatically recognise that you have made particular payment arrangements (such as paying on account, agreement to a particular price), nor will the form allow you to see historical data entered by your firm. As soon as you have submitted one actuarial certificate, we will carry out a security check at our end and “link” you to the correct firm. The next time you log in, you will have the full functionality – ie, the ability to see past actuarial certificate requests, autopopulate details we already have (such as fund name, trustee and member data etc). Importantly, you will also be automatically presented with whatever payment options your firm has arranged. If you have arranged to be invoiced rather than paying up front, you will be given an opportunity to bypass our payment gateway. (You will have the option to tick - or not - a box which says "Use payment gateway". If you leave this box unticked, you bypass the payment process.)

You can pre-register with us to avoid this on your first use of the form. Simply email actcert@heffron.com.au and ask us to arrange this. We will do so and you will be sent an email inviting you to set your password. You will be immediately connected to the right firm.

For BGL Users (Click to expand).

Should I create entries before I enter data into the form?

Yes. The data you enter should include earnings allocations and hence you should create entries first.

I need to use an actuarial % to create entries – which one should I use?

There are a number of ways you can approach this:

  • Treat the fund as if it is entirely in accumulation phase and create entries that way; or
  • Use last year’s % (updated to reflect obvious changes such as a new member account converting to pension phase); or
  • Determine your own approximate %.

You can even use our form to estimate the % by entering data with no earnings allocated and THEN (once you have created entries using that %), update the closing balances on our form before you submit it to us.

Do I need to enter all the information in the form? I’d rather just send the accounts and let Heffron do the data entry.

Absolutely fine. The form is designed to be used as little or as much as you want. Some clients enter all data because they want the convenience of an immediate actuarial % estimate. Others want to minimise the amount of time they spend entering data and hence just populate the name of the fund, trustee and member details, upload documents, make a payment and submit.

The only thing to bear in mind is that if you don’t enter all accounts and transactions, you will not receive a reliable estimate %.

Do I really need to enter every single transaction?

No. There are a number of time savers here:

  • We have a “regular transactions” option – use this for (say) monthly pension payments, monthly contributions etc. Even if your transactions are not perfectly regular, you can enter a total in this field if they are close to regular (eg 6 roughly equal transactions in August, October, December, February, March and April will probably be fairly close). If we are concerned with the way you have entered the data, we can edit it – this is why we ask you for the general ledger
  • If you have a large number of small transactions (say they add up to less than 1% of the account balance), you can summarise these into a single amount and either use the regular transactions feature or select a single date that is likely to be in line with the “average”
  • When you use “Rollover In/Out” to start a pension or reflect a transfer from one account to another (eg contribution splitting) you will be asked whether there is an equivalent transaction (in the opposite direction) in another account. You simply need to identify which account it is and the system will automatically populate it for you.
  • There is no need to enter small transactions such as minor expenses allocated specifically to the member account etc – these can simply fall into the investment earnings.

Do I really need to enter the dates for all accounts, the fund etc?

Where you are asked to enter a date for the opening / closing balances of an account, the form will assume 1 July and 30 June respectively. Hence there is no need to enter a date if you are dealing with an account that was in place all year. However, if it stopped or started during the year, please enter the date.

For Class Users (Click to expand).

I have to log in to your form even though I have already logged into Class. Why?

While Class passes data to our form, we maintain our security separately. There is always a risk (however small) that Class’s security (or ours) might be compromised and neither party would want that to compromise the other’s. Hence you have separate logins for our form and Class and you can change one without affecting the other.

When I request an actuarial certificate via Class, Bendzulla (rather than Heffron) appears. How do I change this?

Your firm’s actuarial certificate provider is set at a “business” level rather than something you choose each time you request a certificate. To select us:

  • go to the Business Settings screen in Class
  • then go to the Fund Settings tab
  • select Heffron from the Actuarial Certificate Provider dropdown

The next time you request an actuarial certificate, the system will default to us. You will be diverted to our form and asked to login.

If I’ve come from Class, I’ve provided all the transaction data – why do I also need to upload documents?

In the overwhelming majority of cases you won't be required to submit any other documents. However, no system is perfect and we carry out a number of manual checks to ensure that nothing has gone awry in the data transfer. One of the things we do is compare the electronic data with the “whole of fund” information provided in the financial statements, member statements etc. Sometimes, we also have questions about the fund and the answers are not immediately apparent from the transaction data (for example, it looks like this fund might actually have segregated assets or it looks like this fund might not have met the minimum pension). Often we can answer our own questions (rather than coming back to you) if we have more information about the fund via these reports.

When I submit certificates there is a screen that is supposed to show data about the administrator (but it's blank and I have no means of editing it) and then some strange numbers down at the bottom of the screen. What do these mean?

For other certificate providers, you need to provide details of your firm every time you submit a request and this form is generally used to provide that data. We don't need it (your login tells us who you are) and hence it's not relevant for us. Don't worry if it hasn't been automatically populated by Class - it may use fields you've never actually completed because you haven't needed them.

The numbers at the bottom of the screen are also figures that some actuaries use in their calculations (closing balances without earnings etc). Again, we don't use these - we use exactly what you send us in terms of opening and closing balances directly from Class. The best way to check that we are using the right information is to have a look at the "Accounts" tab - this will give you a summary of the various account balances and should match your Class reports.

There’s no price on Class, how much does it cost?

Our standard price for Class users is $160 + GST. Further discounts may be available based on volume. We also offer payment arrangements such as paying on account, paying monthly etc. Contact us on 1300 172 247 to discuss your needs. Once a particular price has been arranged, it will appear on the screen when you request a certificate. If you have arranged to pay on account (rather than each time you request a certificate) you will be able to bypass our payment gateway (you will see a check box that gives you the option to use the gateway if you want to).