Question 1

What is Mobile Phone Internet Banking and is it safe?

Accepted Answer

You can use a mobile phone to do your Internet Banking. From checking your balance information, paying bills and transferring funds, you can do it all by mobile phone.

It’s as safe as using a personal computer, but always remember to keep your device software up to date and follow basic security measures, like installing security software for mobile phones to protect your phone and Internet Banking credentials.

We only support mobile phones that use SSL encryption to keep your information secure.

Question 2

How do I send secure messages?

Accepted Answer

You can send secure messages, in the form of enquires and requests at any time, to our Suncorp team via Internet Banking . Secure messages are protected, so no one else can read your messages.

Question 3

What are the recommended browsers for visiting Suncorp online?

Accepted Answer

We recommend the following browsers:

Browser	Operating System
Browser	Windows 7,8,10	MAC OSX
Internet Explorer 11 or above	Yes	-
Microsoft Edge or above	Yes	-
Google Chrome 65 or above	Yes	Yes
Mozilla Firefox 59 or above	Yes	Yes
Safari 11.0.3 or above	-	Yes

Question 4

Why should I use the most recent version of my browser?

Accepted Answer

We recommend regularly updating your browser to the most recent version to ensure the best experience and latest security when visiting Suncorp online.

If your browser isn’t the most recent, it may not be able to perform certain transactions or view our website content.

Question 5

How do I find out how much interest I earned, for tax purposes?

Accepted Answer

To find how much interest you earned, simply select ‘My Interest’ from the menu to view your interest details for the previous and current financial year.

Question 6

What is a balance alert or balance notification, and how can I set them up?

Accepted Answer

A ‘balance alert’ notifies you via email when your balance goes over, or falls below, a certain amount. To set up a balance alert, simply log in to Internet Banking, and click the icon next to the account you wish to set up an alert on.

If you have a clear options credit card, you can be alerted if your card balance comes to within $100 of its limit.

Question 7

How do I switch from paper statements to eStatements?

Accepted Answer

You can switch from paper statements to eStatements in Internet Banking or on the Suncorp Bank App. Simply select ‘eStatements’ from the menu, and then switch the ‘online’ button for each account you’d like to receive electronically.

Question 8

I need a copy of my eStatements, how can I get them?

Accepted Answer

You can access any statements issued since 1 July 2013 in Internet Banking via the eStatements option on the left-hand menu.

If you no longer have the original paper statements and require copies of statements from prior to 1st July 2013, we can organise these at a cost of $3 per statement.

You can access your credit card eStatements via Internet Banking under your credit card number on the My Accounts page.

Question 9

Can I see eStatements for closed accounts?

Accepted Answer

You’ll still be able to view your eStatements for closed accounts in your Internet Banking, if you chose to receive eStatements when the account was open.

Question 10

How often will I receive my eStatements or paper statements, and where will it be sent to?

Accepted Answer

Depending on which account type you have, you can choose to have your paper statement mailed monthly, quarterly, every six months or annually to your home address.

eStatements are available two days after the last day of the month and are sent to your primary email address.

Question 11

Which personal banking products can receive eStatements?

Accepted Answer

eStatements are available for:

Personal transaction and savings accounts
Term deposit accounts
Personal loans
Home loans

Statements for Everyday Options sub-accounts’ appear within the statements of the main account to which they are linked.

eStatements are not available for Kids Savings Accounts or accounts with passbook access.

Question 12

Why can't I see my eStatement?

Accepted Answer

You’ll only see eStatements that you have rights or access to. If you think you should have access to eStatements, simply send us a secure message via Internet Banking or contact us.

Question 13

Can I apply for additional accounts in Internet Banking?

Accepted Answer

It’s easy to open a new account if you’re an existing customer. Simply log in to Internet Banking and select “Open new account/loan”. If you don’t have Internet Banking and you’re an existing customer, you can contact us or visit your local store to apply.

Question 14

Why aren't all my accounts listed on the account balances page?

Accepted Answer

There are two reasons why your accounts may not be listed on the account balances page:

The account isn’t linked to Internet Banking. To add another account in the app, click on ‘Add Account’ at the top of the balances screen, and add any accounts that are missing.
The account is not included in your default profile. The Mobile Banking Apps don’t support different profiles. To add another account, simply choose the ‘Add Account’ option at the bottom of the Balances screen.

If your linked account is not showing, please contact us and we’ll resolve the issue.

Question 15

What are the latest interest rates?

Accepted Answer

To view the latest Suncorp Banking interest rates, please visit our Interest Rate page.

Question 16

What is a designated name in Internet Banking, and how do I change it?

Accepted Answer

A designated name in Internet Banking is a nickname that you can give your account to easily recognise it – for example, you might call your account “Holiday” or “Bills”. All you need to do is go to ‘Manage My Accounts’ and click on the ‘change’ link next to the account name.

Question 17

What is a recurring transfer in Internet Banking?

Accepted Answer

A recurring transfer is a periodical payment that you set up yourself via Internet Banking. The standing instructions given to Suncorp allow for periodical payments to be made from your account.

The value of the transfer and intervals for recurrence are set by you in Internet Banking. These are useful for paying rent (e.g. to an account that is not Suncorp – “external”), or covering mortgage repayments (e.g. to your own Suncorp loan account – “internal”), for example. If you need support in setting up recurring transfers call us on 13 11 55.

Question 18

What is a regular payment in Internet Banking?

Accepted Answer

A regular payment is a recurring transfer from your credit card, debit card or bank account for an ongoing service provided. A regular payment could be arranged for regular bills like utilities, phone, insurance, or memberships. The amount of each payment is processed electronically and may stay the same, or may fluctuate.

Regular payments cover two types of instructions. A Direct Debit is arranged on your account, by you – the customer – and is processed by Suncorp Bank. A recurring payment is a regular payment that is linked to your Suncorp Clear Options Credit card of Suncorp Bank Visa Debit card.

Question 19

Can I stop a pending transaction in my account?

Accepted Answer

When a transaction is pending on a Visa Card, we’re unable to prevent that transaction from being deducted from your account. However, if a transaction is finalized through your account, you can dispute it by completing a Visa dispute form.

If the payment is being held in error, the merchant may not finalize the transaction and the amount may be returned into your account automatically. It generally takes up to 10 business days for the authorisation to be released back to the account, although this time period may be longer depending on the type of merchant that has processed the transaction.

Question 20

How can I make automated payments?

Accepted Answer

There a few ways to make automated, regular payments or withdrawals from your account, debit card, or credit card. This might be useful for paying bills regularly (e.g. a monthly gym membership), or for managing your money (e.g. to cover a loan repayment). Arranging instructions for automated payments saves you time, and ensures payments are made in a timely manner.

Question 21

What ways can I make automated payments in Internet Banking

Accepted Answer

To set up a regular payment (direct debit or recurring payment), you must give authority to your service provider (not Suncorp Bank) to regularly debit your account as agreed with you.

The regular payment could be for a set amount every period; or a variable amount, where the merchant will deduct each exact bill payment.

You can also elect the regular payment to be paid on the same date each month (e.g. 1^st of the month), or at the same interval (e.g. every 8 weeks).

Question 22

How do I set up future dated or recurring transfers on my bank accounts?

Accepted Answer

You can set up recurring transfers by:

Logging on to Internet Banking and visiting the ‘Transfer Money’ area, then
Setting up a transfer in the ‘Timing’ section and choosing the ‘Recurring payment’ option

Future-dated or recurring transfers are ‘initiated’ on the day you selected, but the funds may not be available until the following day. The funds may take up to 48 hours to reach another financial institution.

If the transfer is unsuccessful, you will receive an email notification. You can log on to Internet Banking and read your secure message to determine which transaction was unsuccessful.

Question 23

I've just submitted a transaction or BPAY® incorrectly, can I reverse it?

Accepted Answer

We’ll try, but it depends on your circumstances. If your transaction or money transfer date was set to ‘immediate’, please contact us right away and we’ll attempt to reverse the payment for you.

Unfortunately, we’re unable to reverse a BPAY® transaction in Internet or Mobile banking. Please don’t try and repeat the same process with a new transaction, this will register as two separate transactions. You may have to contact the Biller to notify them.

If your transaction was set up as a recurring or future dated transaction, you can go into the transfers or BPAY® section of Internet Banking and cancel the transaction in the ‘future dated’ table.

Question 24

Why is the process for closing a regular payment different if I have arranged it on my credit or debit card (called a “recurring payment”) rather than my bank account (called a “direct debit”)?

Accepted Answer

Recurring Payment instructions using a Suncorp Bank Visa debit card or Suncorp Clear Options Credit Card is processed through the Visa card payment system to your service provider’s merchant system (i.e. Visa, Mastercard, American Express, Diners). Card scheme rules require that a customer must first contact merchants (i.e. your service provider) before Suncorp can act on instructions to cancel recurring payments.

Direct Debits set up on your Suncorp Bank account means the transaction amount is debited from your specific account, as authorised by you. It is then processed through the Bulk Electronic Clearing System (BECS). Since this process is managed by Suncorp Bank, you can notify us if you’d like your direct debit cancelled when it is set up on your own account number.

Question 25

How do I change the details of my regular payment?

Accepted Answer

Contact your service provider if your card number changes or contact Suncorp if you wish to change the account your regular payment is paid out of.

It is your responsibility to update your service provider with new information if your card expires.

If you have recently switched banks to Suncorp and wish to obtain a list of regular payments set up on your old accounts at another institution we can assist in providing a Regular Payments List if bring this completed form into your local store.

Question 26

What should I consider if I set up automated, regular payments?

Accepted Answer

Always keep a record of the direct debits or recurring payments you have established. It’s important to keep enough funds in your account to cover automated instructions so your account maintains a positive balance. If you don’t have enough money in your bank account to cover a direct debit you may be charged a dishonour fee by Suncorp and an overdue fee by the service provider.

To help make sure you do no overdraw your account you can arrange a sweep.

Regular payments are a convenient way to pay bills if you know they will occur regularly. It is also possible to manage your payments by setting up recurring external transfers. This allows you to completely control regular bill payments as you can start, stop and change the automatic payment yourself.

Question 27

How do I cancel a regular payment?

Accepted Answer

The steps for cancelling a regular payment depend on whether it is linked to your bank account (a direct debit) or to your credit or debit card (a recurring payment):

Cancel a direct debit linked to your transaction or savings account:
1. Call us on 13 11 55 or visit your local Suncorp Store with a completed Direct Debit Stop/Cancellation Request. This form requests your BSB and account number, and the debit user’s detail (i.e. the service provider the regular payment is set up with). It is possible to temporarily stop, or permanently cancel, a direct debit.
2. Once received, Suncorp Bank will forward your instruction to cancel the direct debit to your service provider’s financial institution. You may contact your service provider to advise them, but it is not necessary.
Cancel a recurring payment linked to your Suncorp Clear Options Credit Card or Suncorp Bank Visa Debit card:
1. You must contact the service provider the recurring payment was established with and arrange for it to be cancelled. It is a good idea to keep any correspondence for reference.
2. Your service provider (e.g. phone company or gym) cannot be contacted on your behalf when the recurring payment has been set up with a credit card or debit card. The onus is on you to cancel the recurring payment with your provider by asking for the recurring payment to be removed and confirming the credit card number or debit card number that is being removed.

Question 28

How can I change the frequency of my recurring payments (including home loan repayments)?

Accepted Answer

You can change the frequency of your recurring payments at any time. Simply log in to Internet Banking and select ‘Transfer Money’, and then click the ‘Edit’ button next to the relevant transfer.

To change the frequency of your home loan repayments from funds stored in a Suncorp Bank account, log in to Internet Banking and select ‘Edit’ in the ‘Transfers’ tab.

If you have direct debit set up from your Suncorp account or an external bank account, or you’re repaying your home loan from an external bank account, you’ll need to contact us to change your repayment frequency.

Question 29

What type of transactions can I perform via Mobile Phone Internet Banking?

Accepted Answer

Mobile Phone Banking allows you to:

View account balances on your registered accounts
See the last 180 transactions from your accounts
Transfer money to your accounts and other bank accounts which can be set up as immediate, future dated or recurring
Pay BPAY bills and view bill summaries
Approve business payments, if you’re a business payments credit user

Question 30

How do I set up direct debit in Internet Banking?

Accepted Answer

To arrange a direct debt from your Bank Account, simply give these payment details to the organisation involved with the payment:

the name of your financial institution: Suncorp Bank
your name as it appears on your account
your account number
our BSB no. 484-799

Question 31

How do i make a transaction inside of Internet Banking  of my account has two or more signatories?

Accepted Answer

If there’s an account where 2 people must sign, the other nominated party must approve the transaction. They’ll receive an email and secure message prompting them to review the transaction.

If there are multiple parties that can approve transactions, they’ll have to log in to Internet Banking and approve the transaction.

Once approved, the transaction will process based on your instructions.

Question 32

What is a future dated transaction?

Accepted Answer

A future dated transaction is any transaction that you select in Internet Banking to occur in the future, rather than immediately. You can find more information on how to set up future dated transactions .

There are set time limits on how far in advance you can set up a future dated transaction. You will have up to 60 days in advance for Funds Transfers and BPAY, and up to 7 days in advance for online business banking payments.

If a daily limit applies to a future dated transaction, this limit will be checked on the future date of your transaction.

Question 33

How can I find my transaction history in Internet Banking, and search for a particular transaction?

Accepted Answer

You can get a quick 30-day transaction history by clicking your account name. For a more detailed search, go to ‘Transaction History’ and select ‘Advanced search’, where you can choose search options and find a particular transaction.

Question 34

What is an external transfer, and how do I know if it has worked?

Accepted Answer

It’s a simple way to send money to an account within Australia. It’s sometimes called a ‘pay anyone transfer’. If your transaction is successful, you’ll get a screen receipt. By selecting your transaction date as immediate, you’ll get a transaction reference number too.

Question 35

Can I use POLi payments to make external transfers from Internet Banking?

Accepted Answer

Yes, you can. To use POLi payments, you must have an external transfer password set up or use a Security Token Code.

A Security Token Code can be quickly generated using our free Suncorp Secured App from your mobile phone

Note: Suncorp does not endorse POLi payments as a third-party website. We are not liable for any loss, damage or consequential loss or damage if you use or attempt to access Internet Banking without using Suitable Software. For more information, please see the Internet Banking Terms and Conditions.

If you require further assistance, please contact us anytime via secure message or call 13 11 55 (+617 3362 1712 from overseas).

Question 36

What is my Internet Banking Customer ID?

Accepted Answer

It’s a number that’s given to you when you register with Internet Banking. It’s different from your account number and everyone gets a Customer ID. You’ll enter it every time you log in to Internet Banking.

If you don’t have one, you’ll need to register for Internet Banking.

Question 37

How do I reset my Internet Banking password?

Accepted Answer

You can easily reset your Internet Banking password online if you have a registered phone number with us.

If you don’t have a registered phone number, simply contact us or visit a local Suncorp Bank store and we’ll take you through the process of selecting a new internet Banking password.

Question 38

How do I access and register for Internet Banking?

Accepted Answer

After opening an account, you can register for Internet Banking. Head over to ‘Register for Internet Banking’ page to get started.

You’ll need your TAC (Telephone Access Code), which you should have received when you opened your account. If you don’t have a TAC, contact us and we'll arrange one for you.

To make external transfers from your account, you’ll get a proxy security token that allows you to log into a secure internal banking environment. You will then need to order a permanent security token through the Security and Settings area which will allow you to make external transfers from your account(s).

Each account type may incur fees and charges if you process transactions via Internet Banking. You can read the Fees and Charges brochure.

Question 39

How to I add an account or card to Internet Banking?

Accepted Answer

To add an account to Internet Banking, go to ‘Manage My Accounts’, enter in the account or card number, and click ‘Add’.

Internet Banking will only let you add accounts that you have rights or access to. If you can’t add an account or card number, you can contact us or visit a local store.

Question 40

How do I cancel my Internet Banking registration?

Accepted Answer

To cancel your Internet Banking registration, please contact us so we can delete your Internet Banking Customer ID.

If you decide to register again as a new user, you will be given a new Customer ID. We can’t reinstate your old Customer ID.

Question 41

How do I access Suncorp Internet Banking from my mobile device?

Accepted Answer

You can easily download the Suncorp Bank mobile app from the App store or Google Play store by searching for “Suncorp Bank.”

If you need to access functionality from your mobile device or tablet that’s available via Internet Banking and not the Suncorp Bank mobile app, navigate to suncorp.com.au and click on the “login” button. From there, your navigation experience will depend on what sort of device you’re using.

Apple iOS devices

When you first view the login page, you’ll automatically be viewing the mobile version. If you’d like to view the full version of the site, you’ll need to log out and then click on “Go to Full Site”. You’ll be redirected back to the login page. Once you’ve logged in, you’ll be looking at the full version of the Internet Banking site.

Android devices

When you first view the login page, you’ll be viewing the full version of the site. If you want to view the mobile site, you’ll need to log out and select “Go to Mobile Site” from the logout confirmation page. You’ll then be redirected to the mobile version of the site.

Question 42

Why am I having difficulties logging onto Internet Banking?

Accepted Answer

If there are technical issues with Internet Banking, we’ll always post a message on the Login page. You may also want to try another web browser if you’re having issues. If you’re still having Internet Banking login issues, you can contact us at any time.

Question 43

Why do I receive a session timeout message when using Internet Banking?

Accepted Answer

To protect your personal information, Internet Banking will automatically log you off if there has been no activity for 15 minutes. If you wish to continue, simply log back on.

Question 44

What is a Security Token Code, and how to I order or activate Physical Security Token replacements?

Accepted Answer

To maintain a high level of safety for our customers, a Security Token Code is required to approve certain banking transactions, such as changing your daily transfer limit. You can quickly generate a Security Token Code via the Suncorp Secured App in just a few clicks. The app is free and replaces the Physical Security Token, which costs $20.

To order a Physical Security Token:

Log in to Suncorp Internet Banking
Click ‘Settings & Security’ section
Choose ‘Order/activate a token’

New or replacement Physical Security Token cost $20, which will be taken from the account you nominate. The token will expire after 5 years, and the expiry date is printed on the back of the token.

Once you’ve received your token, you can activate your token by clicking the ‘order/activate’ link in the extra security section. Type in the serial number (located on the back of your token) and the token will then sync with your Customer ID.

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