Banking Credit Cards Frequently Asked Questions

Yes, you can. To activate your credit card in Internet Banking , go to My Accounts > My Bank Accounts > Go to Credit Card Services (link beneath your credit card number) > Card Services > Activate my card.

Alternatively, you can contact us and we’ll help activate your card.

You’ll need to contact your service provider directly to establish a direct debit with them. For example, if you want your gym to automatically direct debit your payments from your card, the gym can set this up for you.

If you would like to set up a direct debit to make your credit card repayments automatically, please complete the Suncorp Bank Clear Options - Personal Card AutoPay/Direct Debit Authority form and return to your nearest Suncorp Bank branch or by post.

Important - it can take up to 3 business days for your AutoPay/Direct Debit payment to be cleared from the bank account you have nominated to be debited. Until the payment is cleared, these funds will not be available for use.

If your credit card application is approved, you’ll receive your new card within 5-7 business days.

You’ll need your:

- Personal details – e.g. name, DOB

- Contact details – e.g. residential address, phone, email

- Financial details – e.g. details of income and expenses

- Employment details – e.g. employer name, length of employment

- Personal identification – e.g. Driver’s licence number (if you have one)

- Details of issuing institution and amounts for balance transfers

The online credit card application should take you less than 10 minutes to complete and processing the application should take 5-7 business days.

If you’ve misplaced your credit card, you can temporarily lock your card via Internet Banking.

To lock or unlock your card, log into Internet Banking, then go to Credit Card Services > Card Services > Card Activation/Deactivation A One-Time Pin (OTP) will be required.

While your card is locked, all transactions will be declined until you unlock it via Internet Banking or by contacting us.

However, if your credit card is lost or stolen, please call us immediately on 13 11 55 (from overseas, call +61 7 3362 1712) and follow the prompts.

Our Customer Service Team is available 24/7 They can cancel your lost or stolen card and issue a new card. Please allow up to 7 working days for the new card to arrive in the post.

We’ll also review your recent account activity with you to help identify any unauthorised transactions.

When you report your card as lost or stolen:

• we will immediately cancel your card
  
• we will send you a new card, which will arrive within 7 business days
  
• your new card will have a new number and expiry date, and you will need to set up a new card PIN.

When your new card arrives:

• you will need to activate the new card before you can use it
  
• you can set up a new PIN when you’re activating your new card
  
• if you have any direct debits or recurring instructions on your card, you will need to update these with your new card details.

Your personal identification number (PIN) is a fraud and security measure for over-the-counter purchases, ATM and branch usage.

To easily set up or change your credit card PIN, register or log into Internet Banking and go to My Accounts > My Bank Accounts > Go to Credit Card Services (beneath your credit card number) > Card Services > Change Card PIN.

If you know your existing credit card PIN, you can also change it at any Suncorp Bank ATM.

Alternatively, you can contact us or visit your nearest Suncorp Bank branch to request a new credit card PIN (may take a few days to arrive).

A new card will automatically be sent to you. If you’re not sure whether we have your correct mailing address, for example if you've moved recently, please contact us.

Complimentary international travel insurance is available for Platinum Card holders only.To find out what it covers, please refer to our Complimentary Insurance T&Cs.

For the following disputes you should contact the merchant first:

• Recurring payments, direct debits, memberships and subscriptions
• Duplicate billing or incorrect charge amounts
• Refunds and non-receipt of goods or services
• Incorrect payment details (paid by other means)

If you cannot contact the merchant you should fill out the transaction dispute form for personal credit accounts.

For fraudulent transactions you should immediately report your card as stolen and fill out the transaction dispute form for personal credit accounts.

To increase your credit card limit, simply contact us and we’ll assess your request.

Note: An application to increase a credit limit is subject to our credit criteria.

You are able to request a decrease on your credit limit through:

1. Internet Banking or
2. contacting us.

To request a credit limit decrease through Internet Banking simply log in, Go to Credit Card Services>Card Services>Credit Limit Decrease and follow the prompts. If you have not used Internet Banking before, you will need to register first. It is important to note that your credit limit can't be lower than your product minimum and should you wish to reinstate your previous credit limit after it is decreased, your application to increase your credit limit will be subject to our lending criteria at that time.

The credit card validation (CCV) number is a 3-digit number printed on the signature panel on the back of your card.

It’s an extra security measure to ensure you have access to, or physical possession of, your card.

From 28 April 2018, card services will no longer support outdated browsers or operating systems.

To protect your data to the highest standard, please ensure your browser and operating systems are up to date. If you don’t update your browser and operating system, you’ll no longer have access to Card Services.

Please read for further information on minimum system requirements.

To add or remove a cardholder, simply contact us or visit your nearest Suncorp Bank branch.

Note: Fees and charges may apply for Suncorp Bank Clear Options Business Credit Cards.

You are able to request to close your credit card account by:

1. Internet Banking or 
2. contacting us.

To request your credit card account to be closed through Internet Banking, simply log in, Go to Credit Card Services>Card Services>Account Closure Request and follow the prompts. If you have not used Internet Banking before, you will need to register first.

You can use any ATM where Visa is accepted. You can save on third party ATM operator fees by using our extensive Suncorp Bank and atmx ATMs, which won’t charge you any ATM operator fee. However, you will still be charged cash advance fees. You can also take advantage of accessing the Big 4 bank ATMs fee-free as well. Please note that terms and conditions apply. Find out more on our Suncorp Bank ATMs page.

To find your nearest ATM, please visit our ATMs page.

Visa Secure is a service that helps minimise the risk of fraudulent purchases being made with your Visa card/s when you shop online at participating online stores.

Suncorp Bank credit cards are covered by Visa Secure.

For more information, please visit the Visa Secure page.

Interest is calculated by multiplying the applicable daily percentage rate by the daily unpaid balance of its balance type (including related fees and interest) for each day of that statement period, and then adding those amounts together.

Most reward credit cards do not have a cap on the number of reward points you can earn on your Suncorp Bank Clear Options.

For Suncorp Bank Clear Options Business cards, rewards are capped at 80,000 per 12-month period per Business cardholder.

For Suncorp Bank Clear Options Platinum cardholders enrolled in the Qantas Frequent Flyer program, you can only earn rewards points on eligible transactions up to $8,000 per statement period.

One-Time PIN (OTP) is a randomly generated 6-digit code which is a stronger method of authenticating your activities on Card Services. Each time you access Card Services, you’ll be required to enter an OTP. The OTP is received via SMS to your registered mobile number.

One-Time Pin (OTP) relies on you having your correct mobile phone number registered with us. To check your details, please give us a call on 13 11 55.

Credit card customers will only be able to access post login via One-Time Pin (OTP) verification. If you don’t have a mobile phone, you won’t be able to access card services. You will continue to have access to other (non-credit card) internet banking services.

No, after logging into internet banking and clicking Go to Credit Card Services, a One-Time Pin (OTP) will be triggered and will need to be validated before entering Card Services. An OTP will not be triggered for any other internet banking services.

When you access Card Services, you will be required to enter a One-Time Pin (OTP) as a second level of authentication/added security to account maintenance functions online. This OTP will be delivered to you via SMS.

You only need to enter one OTP per session. Once you have entered your One-Time Pin (OTP), you can do as many things as you like within that session.

To ensure the security of your account, access to Card Services will require a One-Time Pin (OTP). Once you have verified the OTP, you will be able to view and/or amend details on your account such as (but not limited to):

• Download Credit Card Statements
• Redeem Select and Credit
• Manage your communication preference
• Upload documents

One-Time Pin (OTP) is an additional security measure to protect your online account from being compromised. Should your Internet Banking credentials be compromised for any reason, the intruder will need to have your mobile phone to be able to access Card Services.

Once you have successfully updated your mobile number with us, the One-Time Pin (OTP) will be available immediately.

No, this enhanced security feature is free to all customers.

No, you will need your mobile phone to access Card Services.

If you don’t receive your One-Time Pin (OTP) you can ask for an OTP to be ‘resent’ via the OTP screen. This will expire after eight minutes. If you still don’t receive your OTP, contact us.

The One-Time Pin (OTP) will be sent to your mobile phone instantly. The receipt of the OTP will depend on your network coverage and can be delayed.

The One-Time Pin (OTP) is valid for five minutes only. After this time, you will need to generate a new OTP. You can do this through the OTP screen.

If you enter your One-Time Pin (OTP) incorrectly in three consecutive attempts, your access to Card Services will be blocked. If this happens, you will need to contact us to reset the OTP.

No. The way you log into Internet Banking won’t change (you will still require your Customer ID and Password). A One-Time Pin (OTP) will only be triggered after you click on Go to Credit Card Services.

Yes. You’ll need to activate international roaming on your mobile phone before you travel overseas in order to receive the One-Time Pin (OTP). Contact your network provider as SMSs may incur an additional cost.

Yes. One-Time Pin (OTP) is supported in a number of international countries. If you plan to travel and will be using a non-Australian number, please ensure you update your mobile number on our system before you leave. 

No, a One-Time Pin (OTP) will not get forwarded. This would compromise your online security. Please ensure your contact details in our system are up to date.

No, the One-Time Pin (OTP) will only be sent to the primary mobile phone number in our system. 

No, this is available to all Credit Card customers and will be a mandatory requirement to access Card Services.

You can make payments to your credit card through:

- Internet Banking

- Suncorp Bank Telephone Banking

- BPAY®, using the biller code 999532 and your credit card number as the reference number

- Pay in person at a Suncorp Bank branch

- Direct debit

- Mail

Further details of repayment options are included on your monthly credit card statement.

When you make a payment to your account using the Reference Number shown on your statement (which is also your Account Number), the available limit is updated for you as the primary cardholder as soon as the payment is processed.

For purchases made by additional cardholders, their available limit will be updated when your next statement is issued. If you need to make credit available to them earlier, you can make payments to your account using the additional cardholder’s card number as the Reference Number.

A balance transfer is when you transfer the balance of your credit or store card account from another financial institution (excluding Citigroup and other Suncorp Bank credit card/s) to your Suncorp Clear Options Credit Card.

You can choose to transfer a full or partial amount of your credit or store card balance to your Suncorp Clear Options credit card account, up to 80% of your approved credit card limit. Once your balance has been transferred, be sure to close your old credit card account as this will not occur automatically.

You can apply for a balance transfer online or contact us today.

A Balance Transfer lets you:

• Use up to 80% of your Suncorp Bank Credit Card limit to pay down your balances on other credit cards or loans.
• Take advantage of a lower interest rate for the promotional period of the balance transfer. Use the benefits from the lower rate to increase your credit card repayments to pay down your Balance Transfer prior to the offer reverting to the Cash Advance rate at the end of the promotional period.

Whilst taking advantage of the above points, you should remember that no interest free days are applicable to retail purchases when you have a balance transfer. This means any additional purchases will be charged interest at the Annual Percentage Rate for retail purchases.

To get the most out of your Balance Transfer it is important that you follow the below recommendations:

• Make additional payments (more than the Minimum Payment Due) throughout the promotional period to reduce the amount you owe.
• Ensure you pay the outstanding balance prior to the end of the Balance Transfer offer. Any outstanding balances that were transferred will revert to the Cash Advance Rate at the end of the promotional period.
• Track any additional spending on the credit card as it will incur the applicable purchase interest rate.
• Close other credit cards and loan accounts once they have been repaid. The benefits of doing this are discussed in the question below. 

Some of the benefits from closing your other credit cards and loans are:

• It will help reduce the total amount of credit card and loan annual fees you pay.
• Simplify your finances and decrease the number of cards you hold.
• Prevent you from accruing additional debt, by decreasing the available credit options.
• Help prevent increases in your monthly debt obligations.
• Reduce the amount of credit recorded against your credit bureau record.

Once a Balance Transfer is processed on your Suncorp Bank Credit Card, the interest charges will be as follows:

• During the promotional period, balances transferred across will be charged an interest rate as per the Balance Transfer offer you accepted.
• There will be no interest free days, this means all retail purchases will be charged interest at the Annual Percentage Rate for retail purchases.
• Any transferred balances that remain outstanding at the end of the promotional period, will revert to the cash advance rate.

For example, if your Balance Transfer rate is 0 % p.a. for 12 months, during the 12 months all additional purchases will be charged interest at the Annual Percentage Rate and at the end of the 12 months, any outstanding balances from the Balance Transfer will revert to the Cash Advance Rate. The additional purchases made throughout the promotional period will remain at the applicable Annual Percentage Rate.

We will apply payments firstly to:

• Fixed Payment Options Monthly Instalment(s) due in the current Statement Period (if applicable); and then.
• to the portion of the Closing Balance of your most recent statement which attracts the highest interest rate; and then
• to the portion of your balance which attracts the next highest interest rate;
• and so on.

Payments are then applied to balances that have not yet been billed on your statement in a similar fashion.

A Balance Transfer fee can be applicable on some promotional offers. This fee is calculated as a percentage of the total amount being transferred and is added to the Balance Transfer amount.   

For example, Balance Transfer amount of $10,000 with a 2% Balance Transfer Fee, results in the outstanding balance of your credit card to increase by $10,200 of which $200 is the Balance Transfer Fee.

At the end of the balance transfer period, the interest rate on any outstanding transferred balance and balance transfer fee will revert to the variable Annual Percentage Rate for Cash Advances.

You can make payments to your credit card while you are travelling overseas via:

- Internet Banking

- Suncorp Bank Telephone Banking

- BPAY®

- Direct debit

It’s when you first use the card, and this includes card activation. From there, it’s charged on each anniversary of the date on which your card was first issued to you.

To find out when your card was issued, and when you’re charged the annual fee, please log in to Internet Banking and go to ‘Card Services’ to obtain a copy of your first statement.

Alternatively, you can contact us or visit your nearest Suncorp Bank branch.

To avoid credit card fees you can:

• Check that you’ve got enough available funds for your purchase to avoid overlimit and dishonour fees. You can do this quickly on the Suncorp Bank App or login to Internet Banking. Take advantage of our free budget planner.
• Schedule credit card automatic repayment/direct debits to avoid late payment fees. To set up automatic repayment reminders, please complete the Suncorp Bank Clear Options - Personal Card AutoPay/Direct Debit Authority form and return to your nearest Suncorp Bank branch in person or by post.

You’ll receive a credit card overlimit fee when the outstanding balance of your credit card exceeds your approved credit limit. This fee only applies to accounts activated prior to 1 July 2012.

You'll be charged an overlimit fee each statement period when your credit limit is exceeded.

The fee will be charged to your account in the following statement period.

Visit our credit card fees terms and conditions for more information.

Yes, but you can only upload credit card related forms.

The Document Upload function is available for all Suncorp Bank Credit Card Primary Cardholders.

Valid file types are PDF, DOC, JPEG (or JPG) and PNG.

Yes, each file uploaded cannot exceed the maximum size of 6MB.

The wait time varies depending on the type of request you make, but generally it will be completed within 2-4 business days.

If you’ve made your request through Card Services, then yes, you can check the status at any time.

There are a number of documents accepted through Document Upload – please view the full answer for a complete list.

You can submit forms and requests quickly and securely using the Document Upload function in Internet Banking. For complete instructions, please view the full answer.