Question 1

What is Mobile Phone Internet Banking and how does it work?

Accepted Answer

Mobile Banking on the Suncorp Bank App allows you to do many of the things you would usually do via Internet Banking, but on your mobile. This includes transferring money, checking account balances, paying bills and managing cards. For more information on what kinds of transfers you can do using Mobile Banking, check out this useful FAQ.

To ensure the highest level of security standards, we only support phones that use SSL encryption.

Question 2

How do I send secure messages?

Accepted Answer

You can send enquiries and requests via secure messaging through Internet Banking. Once we receive your message, one of our consultants will usually reply within two business days. To compose a new secure message:

Log in to Internet Banking, head to the left-hand menu and click ‘Secure messages’.
Click ‘Compose new message’, and select a subject from the drop-down menu.
Type your message and click ‘Send’.

Secure messages are protected, so no one else will be able to read your message.

Question 3

Why is Internet Banking not working on my browser?

Accepted Answer

If you’re having trouble accessing Internet Banking online, try:

Re-typing the address. Please make sure you’re typing suncorp.com.au/banking into your web browser, and not using an old website address you may have saved elsewhere.
Updating your browser. If your browser isn’t up to date, you may not be able to perform certain transactions or view content. We recommend: Microsoft Edge or above, Google Chrome 65 or above, Mozilla Firefox 59 or above and Safari 11.03 and above.
Clearing the cookies and cache in your Internet browser, then try again.
Using a different Internet browser, such as Firefox or Chrome, and see if the error continues.

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 Bank 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’ve earned for tax or other purposes?

Accepted Answer

You can see how much interest you’ve earned via Internet Banking and the Suncorp Bank App.

Via Internet Banking

Log into Internet Banking.
Select ‘My Interest’. From there, you can view the interest earned on each of your accounts for the current and previous financial year.

Via the Suncorp Bank App

Log into the App.
On the main Banking screen, tap on an interest-earning account, then tap on ‘Account Details’. From there you can view the interest earned on this account for the current and previous financial year.
From the ‘Account Details’ screen, you can also tap on ‘View full interest summary’ to view the interest you’ve earned on all of your interest-earning accounts during the 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 account balance goes over or falls below a certain amount, or if you’re within $100 of your credit card limit. The notification will be sent to the email address you’ve registered with us. If you need to update your email address, you can do this through Internet Banking. Find out how.

To set up a balance alert for your account, simply log into Internet Banking, and then click the balance alert icon to the right of the account you want to set up an alert for. To delete a balance alert, click on the balance alert icon next to your account and follow the same steps.

Question 7

How do I switch from paper statements to eStatements?

Accepted Answer

If you have an eligible account, you can easily switch from paper statements to eStatements at any time through Internet Banking or the Suncorp Bank App.

Please note, if your account is in joint names or has more than one party attached to it, all parties will have to switch over to eStatements to ensure paper statements are no longer posted.

Through Internet Banking:

Log in to Internet Banking.
Select ‘eStatements’ from the quick links on the left hand side.
Under the Statement Delivery heading, choose “Online” next to any eligible accounts you’d like to switch over to eStatements.

Through the Suncorp Bank App:

Launch the Suncorp Bank App.
Under the banking heading, select the “Manage” button.
Select ‘eStatement preferences’ and then choose the relevant eligible account you want to switch to eStatements.
Confirm the email address you want notifications to be sent to (we’ll let you know when your eStatements are ready to view).

Rather than waiting for paper statements to arrive in the mail, eStatements can give you more convenient access to your statements at any time. They also enable you to store information without having to have a physical copy on hand, and are much better for the environment than paper statements.

Question 8

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

Accepted Answer

You can access any eStatements issued since 1 July 2013 in Internet Banking or the Suncorp Bank App. Simply log in to Internet Banking and select ‘eStatements’ from the left hand menu to see a list of available statements.

You can also do this in the Suncorp Bank App by selecting the account then tapping ‘eStatements’. You’ll need to add your account to the Suncorp Bank App if you haven’t done so already.

You can also view a short video showing you how to switch to e-statements.

To view eStatements for your credit card, please visit the Credit Card Services Portal. This can be accessed under your credit card number on the My Accounts page, in Internet Banking, or through the Suncorp Bank App.

For copies of your statements prior to 1st July 2013, please get in contact with us on 13 11 55 and we’ll organise for them to be issued to you free of charge.

Question 9

Can I see eStatements for closed accounts?

Accepted Answer

As long as you chose to receive eStatements when the account was open, you’ll still be able to view them through Internet Banking and the Suncorp Bank App. After closing your account, you may have removed it from Internet Banking or the Suncorp Bank App – you’ll need to re-add it to view your eStatements.

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 can be viewed in Internet Banking or the Suncorp Bank App. We will let you know once a new eStatement is available by sending a notification to your primary email address.

Question 11

Can I see eStatements for closed accounts?

Accepted Answer

As long as you chose to receive eStatements when the account was open, you’ll still be able to view them through Internet Banking and the Suncorp Bank App. After closing your account, you may have removed it from Internet Banking or the Suncorp Bank App – you’ll need to re-add it to view your eStatements.

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 bank accounts in Internet Banking and the Suncorp Bank App?

Accepted Answer

If you’re an existing Suncorp Bank customer, you can request to open the following account types in Internet Banking or the Suncorp Bank App:

Personal:

Everyday accounts
Savings accounts
Term deposits (open and/or renew)
Home loans
Suncorp Bank Clear Options Credit Cards
Suncorp Bank PayLater

Business:

Transaction accounts
Saving accounts

How to open bank accounts via Internet Banking:

Log into Internet Banking and select ‘Open new account/loan’.

How to open bank accounts via the Suncorp Bank App:

Log into the App and tap on ‘Open or add account’ from the main Accounts tab.
Then tap ‘Open a new account or product’.

Question 14

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

Accepted Answer

There could be two reasons why your account isn’t listed on your account balances page:

The account isn’t linked to Internet Banking. To add it, select ‘Add account’ at the top of the balances screen, and fill in your account details.
The account isn’t in your default profile. For example, this could be your business account listed under a different name/profile. You can add the account by following the same steps as above.

If your account is still not showing, please contact us so we can try to resolve the issue.

Question 15

What are the latest interest rates?

Accepted Answer

To see your current interest rates, select your account type from the list below:

Question 16

How do I give transaction accounts a nickname in Internet Banking and the Suncorp Bank App?

Accepted Answer

You can give your main transaction account and sub-accounts nicknames, like ‘Holiday’ or ‘Bills’.

To do this via Internet Banking, simply:

Via the Suncorp Bank App, simply:

Log into the App and tap on the transaction account you want to rename.
Tap on the '...' icon to the right of the account name.
Tap ‘Edit Account Name’ and type in your new account name.

Question 17

What is a recurring transfer and how do I set one up in Internet Banking or the Suncorp Bank App?

Accepted Answer

A recurring transfer (also known as a regular or automated transfer or payment) is a periodic payment between your own accounts or to an external account that you set up via Internet Banking or the Suncorp Bank App. Transfers can recur on a weekly, fortnightly or monthly basis. Osko is not available for recurring payments.

Via Internet Banking:

Non BPAY® payments

Log into Internet Banking and select ‘Transfer Money’.
Select the type of transfer you want to make (‘My Account’ or ‘Pay Someone’ transfers are eligible for recurring transfers).
Select the account and amount of your transfer. Under ‘When’, choose ‘Recurring’, then set the frequency and start/end dates.
Review and click to confirm.

BPAY® payments

Log into Internet Banking and select ‘BPAY – Pay Bills’.
Choose the type of BPAY payment (new, tax or multiple). Then select the account, enter the BPAY Biller Code/Customer Reference and the payment amount.
Under ‘When’, choose ‘Recurring’, then set the frequency and start/end dates.
Review and click to confirm.

You can view and cancel any recurring payments you’ve set up from Internet Banking’s ‘Transfer Money’ page (non-BPAY) or the ‘BPAY – Pay Bills’ page. Look for these under ‘Future Dated Transfers’ near the bottom of these pages.

Via the Suncorp Bank App:

Log in to the Suncorp Bank App
Tap on the ‘Transfer’ icon in the menu bar and choose the type of transfer you want to make (‘Transfer’, ‘Pay Someone’ or ‘BPAY’).
Choose the account from which you want to set up a recurring transfer.
Under ‘When’, choose ‘Recurring’ and set the frequency and start/end dates.
Review and tap to confirm recurring payment details on the' Confirm Payment' screen.

You can view, edit or delete any recurring payments you’ve set up by tapping on ‘Scheduled payments’ from the Suncorp Bank App’s Accounts tab.

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 Bank 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 finalised 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 finalise 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 Bank 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 Bank 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 Bank and wish to obtain a list of regular payments set up on your old accounts at another institution, you can use our Account Switching self-service tool in Internet Banking. Learn more about the Account Switching tool.

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 Bank 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 Bank 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 a direct debit set up from your Suncorp Bank 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, and
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 in Internet Banking if my account has two or more signatories?

Accepted Answer

Accounts such as joint business accounts that require two or more signatories to authorise a transaction can access and manage these authorisations from:

> the desktop site of Internet Banking

and

> the mobile site of Internet Banking, accessed from the Suncorp Bank App.

Appropriate signatories will receive an email and a secure message in Internet Banking prompting them to review and authorise the transaction. If a transaction hasn’t been authorised on or before the transaction date requested, it will not be processed and will be deleted from Internet Banking.

Question 32

What is a future dated transaction and how can I set one up in Internet Banking or the Suncorp Bank App?

Accepted Answer

A future dated transaction is one that you schedule to happen in the future, rather than immediately. Future dated transfers will be initiated on the day you’ve chosen, however the funds can take up to 48 hours to reach another financial institution.

You can set up future dated transactions via Internet Banking or the Suncorp Bank App.

Via Internet Banking

Non-BPAY® payments

Log into Internet Banking and select ‘Transfer Money’.
Select the type of transfer you want to make (‘My Account’ or ‘Pay Someone’ transfers are eligible for recurring transfers).
Select the account and amount of your transfer. Under ‘When’, choose ‘Recurring’, then set the frequency and start/end dates.
Review and click to confirm.

BPAY® payments

Log into Internet Banking and select ‘BPAY – Pay Bills’.
Choose the type of BPAY payment (new, tax or multiple). Then select the account, enter the BPAY Biller Code/Customer Reference and the payment amount.
Under ‘When’, choose ‘Recurring’, then set the frequency and start/end dates.
Review and click to confirm.

You can view and cancel any recurring payments you’ve set up from Internet Banking’s ‘Transfer Money’ page (non-BPAY) or the ‘BPAY – Pay Bills’ page. Look for these under ‘Future Dated Transfers’ near the bottom of these pages.

Via the Suncorp Bank App:

Log in to the Suncorp Bank App
Tap on the ‘Transfer’ icon in the menu bar and choose the type of transfer you want to make (‘Transfer’, ‘Pay Someone’ or ‘BPAY’).
Choose the account from which you want to set up a recurring transfer.
Under ‘When’, choose ‘Recurring’ and then set the frequency and start/end dates.
Review and tap to confirm recurring payment details on the' Confirm Payment' screen.

You can view, edit or delete any recurring payments you’ve set up by tapping on ‘Scheduled payments’ from the Suncorp Bank App’s Accounts tab.

Question 33

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

Accepted Answer

You can find a 30 day transaction history by logging in to Internet Banking and clicking the account name. For a more detailed search:

Click on the account and go to ‘Transaction history’.
Select ‘Advanced search’.
Choose your search filter options to find a particular transaction.

Question 34

How do I know if my payment to someone has worked?

Accepted Answer

If your payment to someone is successful, you’ll get a screen receipt with the transaction details, including the reference number.

Question 35

What is my Customer ID for Internet Banking

Accepted Answer

Your Internet Banking CID (Customer ID) is the number given to you when you register for Internet Banking, which you’ll need to enter every time you log in. Your CID is different from your account number.

If you’ve forgotten your CID, simply head to the Internet Banking log in page and click on the link that says ‘Forgot your Customer ID?’. From there, you’ll be asked to provide some details to verify your identity (such as your name and date of birth).

After you’ve filled in your details, follow the prompts to get a verification code sent to your registered mobile number. Once your details are all verified, your Customer ID will be displayed on the screen.

If you don’t have a registered phone number with us, please contact us or visit a Suncorp Bank branch.

Question 36

What do I do if I’ve forgotten my Customer ID?

Accepted Answer

If you’ve forgotten your Customer ID, simply head to the Internet Banking log in page and click on the link that says ‘Forgot your Customer ID?’. From there, you’ll be asked to provide some details to verify your identity (such as your name and date of birth).

After you’ve filled in your details, follow the prompts to get a verification code sent to your registered mobile number. Once your details are all verified, your Customer ID will be displayed on the screen.

Question 37

How do I reset my Internet Banking password?

Accepted Answer

You can reset your Internet Banking password online. You’ll need your Customer ID (CID) and a registered mobile number.

If you’re having difficulty resetting your password or logging in please check our Internet Banking password and log in support page.

Question 38

How do I set up and register for Internet Banking?

Accepted Answer

After opening an account, you can register for Internet Banking. After doing so, you’ll receive a Customer ID. To register, you’ll need:

If you’re missing any of these, please contact us.

After you’ve registered for Internet Banking, you can start adding your accounts and cards. To add one, go to ‘Manage my accounts’, enter the account or card number and click ‘Add’. You can only add accounts that you have rights to access. If you can’t add your account, please contact us.

If you’d like to cancel your Internet Banking account, please get in touch with us.

Question 39

How do 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 branch.

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 Internet Banking from my mobile device?

Accepted Answer

You can bank from your mobile by downloading the Suncorp Bank App.

Question 42

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 43

What is a Security Token Code, and how does it work?

Accepted Answer

A Security Token Code is a randomly generated code that’s required to complete certain high-level transactions and add an extra layer of security to your payments. For example, in order to change your daily limit or transfer more than $3,000 from your account per day, you’ll need a Security Token Code. You can generate one quickly using the free Suncorp Bank Secured App.