Internet Banking FAQs

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. 

It's easy to open a new account if you're an existing customer and by using Internet Banking.

1. Login to Internet Banking and select "Open a new account/loan"
2. Select the type of account
3. Click "Open Now" and follow the prompts

If you do not have Internet Banking and are an existing customer, you can apply by visiting a branch or calling us on 13 11 55.

You'll still be able to view your eStatements for closed accounts in Internet Banking if you chose to receive eStatements while the account was opened.

If you have a Recurring Transfer set up, you can change the frequency of this at any time by selecting 'Transfer Money', and then clicking on the 'Edit' button next to the relevant transfer (which should be listed on the page). If you want to change the frequency of your home loan repayments, and you make those repayments from funds stored in a Suncorp Bank account, you change your repayment frequency within Internet Banking by logging in, and then selecting 'Edit' in the 'Transfers' tab.

If you have a direct debit set up, either from a Suncorp account or an external bank account, or if you are repaying your home loan from an external bank account (for example, from any non-Suncorp Bank account) and have a direct debit in place, you will need to contact the call centre on 13 11 55 to change your repayment frequency.

For a quick 30 day history, click on your account name. For a more detailed search, go to Transaction History, select 'advanced search', and choose the search options that suit your needs.

To register for Internet Banking, you'll just need at least one account number and a Telephone Access Code (TAC). You may have received this via SMS if you opened an account online or at a branch. If you don't have a TAC, just call us on 13 11 55 and we can arrange one for you. From there, just go to the 'Register for Internet Banking' page to get started.

This is a proxy security token that enables you to log onto a secure internet banking environment, and you can order a permanent security token through the Security and Settings area, which will allow you to make external transfers from your account(s). If you require assistance through this process our Internet banking experts are available on 13 11 55.

Internet Banking is free, however if you process an international transfer, make a business payment or order a security token, you may be charged a fee. Each account type may incur fees and charges if you process transactions via Internet Banking so it is best to read our Fees and Charges brochure which is also available from any Suncorp Bank branch.

Go to Manage My Accounts, enter in either the account or card number, and click on '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, call us on 13 11 55.

You will need to call us on 13 11 55 so that we can delete your Internet Banking Customer ID.

If you decide later that you want to use the service again, you will need to register again as a new user where you will be given a new Customer ID. We cannot reinstate your old Customer ID.

Simply select 'My Interest' from the menu to view your interest details for the previous and current financial year.

You can set up recurring transfers in Internet Banking, via the 'Transfer Money' section. This is a simple way to make managing your money easier and might be useful for payments like rent, gym membership, home loan or if you're putting money into a savings account. When setting up the transfer, in the 'Timing' section, simply choose the 'Recurring payment' option. You can make recurring payments weekly, fortnightly or monthly.

Future dated or recurring transfers are 'initiated' on the day you selected but the funds may not be available to the following day. If you have a recurring or future dated external transfer, the transfer will initiate on the day you selected but it may take 24-48 hours for the funds to reach the other bank or financial institution.

If the transfer (bill payment, funds transfer, business payment) is unsuccessful, you will receive an email notification . Log on to Internet Banking and read your secure message to determine which transaction was unsuccessful.

If a scheduled transfer date is a public holiday or weekend, the transfer will occur on the first business day after the weekend/public holiday.

At Suncorp Bank we are flexible with the issue of our mailed statements and eStatements. Depending on your type of account , you can choose to have them mailed monthly, quarterly , every six months or annually. Note that for everyday banking, we are required to send you a statement at least every six months. Please visit your local branch or call us on 13 11 55 for any changes required.

For eStatements, these are available two days after the last day of the month. We will send an email to the primary email address attached to your profile when a new eStatement is ready. If you have multiple user profiles, we'll send an email to the primary email address for each profile.

If the transaction or money transfer date was set to 'immediate', please call us on 13 11 55 as soon as possible and we'll attempt to reverse the payment for you. Unfortunately, reversing a BPAY® in Internet or Mobile banking is not available. Please do not try to fix it by repeating the same process, as it will register as two separate transactions.

If the 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. If we are unsuccessful in reversing a BPAY® Bill Payment, you may have to contact the Biller to notify them.

An eStatement is an electronic version of a traditional paper statement. Both are legal documents. eStatements are free of charge, and can be downloaded as a PDF, and printed, or saved.

We offer eStatements issued from 1 July 2013 onwards. If you'd like to order a statement from prior to this date, please send us a secure message in Internet Banking, call 13 11 55, or visit a Suncorp Bank branch. Fees and charges may apply.

To switch from paper statements to eStatements, you can do so in Internet Banking or 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. If at anytime you wish to switch back to paper statements, simply select the 'Paper' button on the eStatements page. You'll still be able to view any eStatements you have already received in Internet Banking.

For credit card statements, just log into Internet Banking and click 'Go to Credit Card Services', found on the eStatements page, or under your credit card number on the My Accounts page. Credit Card eStatements are available for personal credit cards only, and only in Internet Banking, not in the Suncorp Bank App.

A 'Balance' alert allows you to be emailed if your account balance goes over a set amount, falls below a set amount, or if you have a Clear Options credit card, you can be alerted if your card balance comes to within $100 of its limit.

Balance alerts are typically emailed early each morning to your nominated email addresses. A detailed secure message will also be sent to your inbox within Internet Banking. To set up a balance alert, log in to Internet Banking, and click on the icon next to the account you wish to setup an alert on. This is a free feature.

A designated name is a nickname you give to an account to easily recognise it. For example, you can call your accounts "Holiday", "Bills", "Christmas", "School Fees" etc. To change the designated name of an account, go to Manage My Accounts and click on the 'change' link next to the account name. Don't forget to save your changes before leaving the page.

A future dated transaction is any transaction (e.g. Funds Transfer, Bill Payment, or Business Payment) that you select in Internet Banking to occur in the future, rather than immediately. The time limit on how far in advance you can setup your transaction varies with the type of transaction you are performing. Time limits are up to 60 days in advance for Funds Transfers and BPAY®, and up to 7 days in advance for Business Payments.

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

Secure messages enable you to send secure enquiries and requests to Suncorp Bank Internet Consultants via Internet Banking. You must be logged on to Internet banking to use secure messages. Secure messages are protected by Suncorp Bank Internet Baking's high security so no one else can read your messages.

A security token is used as another form of identification when banking online, and enables you to transfer money from Internet or Mobile banking. To order one, log in to Suncorp Internet Banking, click the Security & Settings tab on the left hand side and choose 'Order a Security Token'. New or replacement tokens cost $20, which will be taken from the account you nominate.

Once you've received your token, simply log in again, go to the Settings and Security section, and click the "order/activate" link in the extra security section. Type in the serial number (located on the back as per the photo above) and the token will then sync with your Customer ID.

Tokens expire after 5 years, and the expiry date is printed on the back of the token. We will send you an alert in Internet Banking before your token expires, so that you can order a new one. Please order and activate a new token before your old token expires, otherwise you may have difficulties logging into Internet Banking.

An External Funds Transfer Password (ETP) is a password that is needed to transfer funds to an external account with another financial institution. It is different to your Internet Banking password and provides a second level of security when performing higher risk transactions.

To apply for a ETP, log in to Internet Banking, and select 'Security' in the left hand menu, followed by 'external transfer password application'. Your ETP will be sent to you by post for security reasons. If you have lost your ETP, you can request a replacement through Internet Banking.

A simple way to transfer money from your Suncorp Bank account to an account at another financial institution in Australia. It is sometimes known as a 'pay anyone transfer'. External Transfers are fee free on most Suncorp Bank products.

If your transaction has been successful, a receipt screen will be displayed. If you selected your transaction date as Immediate, a transaction reference number will also be generated.

Suncorp Bank Mobile Phone banking is Internet Banking accessed by a mobile phone to allow customers to access account balance information, transaction history, pay bills and transfer funds via the web browser on their mobile phone.

Suncorp Bank Mobile Phone Banking is as safe to use as a personal computer. You should follow the same basic security precautions you do with a personal computer. This would include being careful about what is installed on the phone and applying security patches as they become available.

Suncorp Bank will only support mobile phones that use SSL encryption to maintain the security of your information. Security software such as Anti-Virus, Anti-Spyware and firewalls for mobile phones are emergent technology which you should consider installing on your mobile phone to protect your mobile phone and Internet Banking credentials.

Your Internet Banking Customer ID is a number that is automatically generated and allocated to you upon your initial registration with Internet Banking. It is different to your account number(s) and you'll enter it every time you logon to Internet Banking. Everyone gets their own Customer ID regardless of whether they have joint accounts with another person or party. If you do not have an Internet Banking customer ID, you will need to register for Internet Banking.

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 with us you will need to call us on 13 11 55 and one of our Internet Customer Service Representatives will take you through the process of selecting a new Internet Banking Password.

Your Internet Banking password:

• must be between 6 and 8 characters and can contain letters, numbers or both
• will be case sensitive so check your caps lock
• can't contain special characters (eg. $%&;#) or spaces
• can't be your Customer ID
• can't contain consecutive numbers (eg. 123456)
• for security reasons shouldn't contain part of your name, date of birth, drivers licence or anything that would be in your wallet

Mobile Phone Banking will allow 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 setup as immediate, future dated or recurring.
-You can pay BPAY� bills with immediate, recurring and future dated options. If you utilise BPAY�- View, you can view bill summaries and pay your bills.
-If you are a business payments credit user, you can approve business payments.

eStatements are available for personal transaction and savings accounts, term deposit accounts, personal loans, and home loans. Everyday Options Sub-accounts' statements are linked to the main account they are connected to. eStatements are not available for Kids Savings Account or accounts with passbook access.

If there are known technical issues with Internet Banking, we'll always post a message on the Logon page. You may also want to try another web browser if you're having issues. If you are still having Internet banking login issues, call us on 13 11 55.

There are two reasons why an account may not be listed on the account balances page.
1. If the account isn't linked to Internet Banking. Only accounts that you personally have linked to Internet Banking will appear on the account balances screen. 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. You can only link Suncorp Bank accounts.
2. The account is not included in your default profile. The Mobile Banking Apps don't support different profiles - it is only your default profile that can be shown. If you need to see an account in an App, it needs to be in your default profile. Accounts can be included on more than one profile if required. To add another account, simply choose the Add Account option at the bottom of the Balances screen. If you believe you have linked an account that is not showing, please call us on 13 11 55.

You'll only see eStatements for accounts that you have rights or access to. If you think you should have access to eStatements simply send us a secure message or call us on 13 11 55.

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.

If you have a '2 people to sign' setup on your account, if you have nominated one other party to approve a transaction, they'll receive an email and secure message. If you have multiple parties that can approve transactions, simple make them aware that they can go in and approve the transaction on a 'first come first served' basis. Once approved, we'll then process the payment based on your instructions.