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Understanding online security
We’re here to help you stay safe online and on-the-go.
Your online security is important to us
Our tips and resources can help you stay safe and bank online with confidence.
Need help with your security right away?
If you think your online security has been compromised, it’s important to act fast. Get in touch with Suncorp Bank on 13 11 55 24 hours a day, 7 days a week.
Use our Easy English guide. Many people can find it hard to read and understand written information. We've created an Easy English Guide to Scams and Fraud (PDF) to help explain how to stay safe online.
You can find more easy-to-read banking guides on the Australian Banking Association website.
Important security contacts
Latest updates
Scam Warning – latest update 29/09/2023
Be alert to offenders impersonating Suncorp Bank’s fraud team. Do not act.
Scam Warning – latest update 15/09/2023
We’ve seen several reports relating to a Bank of Scotland bond scam where offenders are impersonating Suncorp Bank employees. If you are contacted in relation to this - do not act. If you think you may have been impacted by a scam, please contact your financial institution immediately.
Scam Warning – latest update 15/09/2023
Suncorp Bank customers should be alert to receiving messages or calls claiming to be from our fraud team asking them to transfer money or share passwords. If you receive a call or message like this, please call us immediately on 13 11 55
Scam Warning – latest update 15/06/2023
Suncorp Bank customers should be alert to receiving messages or calls claiming to be from our fraud team asking them to transfer money or share passwords. If you receive a call or message like this, please call us immediately on 13 11 55.
Scam Warning – latest update 24/04/2023
Suncorp Bank customers should be aware of fraudulent phishing text messages which claim to be from Australia Post. The messages ask customers to follow a link and enter their card details to make a payment for outstanding postage or to arrange redelivery.
Scam Warning – latest update 05/04/2023
Customers should be alert to emails or calls by offenders pretending to be from Suncorp Bank offering high interest Terms Deposits and Bonds. If you receive a call like this, please call us immediately on 13 11 55.
Scam Warning – latest update 02/02/2023
We are continuing to see the development of text message scams. Suncorp Bank customers are reminded to be alert to receiving messages claiming to be from Suncorp Bank. The latest round of these messages may include another bank’s phone number.
Scam Warning – fraud team impersonation scam
Suncorp Bank customers are encouraged to be alert to receiving messages claiming to be from our fraud team asking them to transfer money.
Scam Warning – family impersonation scam
We are continuing to see the impact of “hi mum” text message scams, with many people receiving scam messages such as:
“hi mum, i’ve smashed my phone, can you whatsapp me, heres my new number 04XXXXXXXX…”
Do not engage in a request like this, and never send money or share your bank details or other sensitive information without validating the identity of the recipient.
Beware of increased phishing activity
Suncorp is aware of increased SMS and email phishing messages (these are messages that appear to be from your bank, phone company or similar organisation but are in fact fraudulent). These messages may request that you update your payment card details via a link in the message.
Always validate this request directly with the company before providing any card details.
Optus data breach
Suncorp is aware of the recently announced data breach impacting current and former Optus customers. While this data breach has not impacted any Suncorp systems, Suncorp encourages impacted customers to maintain a heightened level of awareness around your banking activity and
to contact us immediately if you have any concerns. If you would like assistance with updating any of your banking credentials please call us
on 13 11 55.
Warning: Suncorp corporate bond scam
A scam involving fake Suncorp bonds is currently active in the market. If you’ve received calls or emails from anyone offering you the opportunity to purchase Suncorp bonds, be extremely cautious.
Security tips to help prevent remote access scams
We have seen an increase in remote access scams, which is a method scammers use to gain access to your computer and Internet Banking remotely before stealing your money.
Here are some helpful tips to help prevent a remote access scam from happening to you:
- Do not provide any person with remote access to your computer or device. Scammers may call you pretending to be your bank or another organisation. They may ask you to provide your banking details, log in details, passwords, or other personal information via a link or over the phone. Do not share this information and hang up immediately.
- Never click on an email link that is asking you to log in to your Internet Banking. Suncorp Bank does not send direct links to your Internet Banking in legitimate emails. Always access Internet Banking manually via suncorp.com.au or suncorpbank.com.au.
- Suncorp Bank will never ask you to share your one-time password. Do not disclose these codes to anyone, not even a caller claiming to be from Suncorp Bank or another organisation.
- If you get a spontaneous call and you are unsure, hang up immediately and call back on the publicly listed phone number.
- Do not be pressured by a threatening or persistent caller. It’s ok to hang up.
- Log into Suncorp Bank Internet Banking where you can set a lower transfer limit if you do not plan on transferring large values in the near future. You can increase this limit again later if you need to.
- Change your password.
- Do not store or save personal information such as account numbers, customers ID, passwords, or passcodes on your mobile device.
- Set up a PIN, fingerprint, face ID or passcode on your compatible device.
- Set up outgoing payment notifications so you can get notified when money goes out of your account via the Suncorp App.
- Temporarily lock your eligible Visa Debit card via the Suncorp App.
- Always access Internet Banking manually via suncorp.com.au or suncorpbank.com.au. Never access Internet Banking via a link in an email.
- Check your transaction history regularly. If something looks suspicious, please contact us immediately.
Frequently Asked Questions
If you think you’ve been the victim of a scam in relation to your Suncorp banking, the most important thing to do is act fast. Contact us on 13 11 55.
- Do not click on any links.
- Check your accounts and cards for any suspicious transactions. Never send money to unfamiliar accounts.
- Contact us on 13 11 55. The sooner we know about the scam, the more we can do to help.
- Report the scam to the relevant agency to help stop the scammer. If you need more information you can visit idcare.org or scamwatch.gov.au.
- Do not allow anyone to have remote access to your computer or your Internet Banking.
If you suspect your bank account or your credit or debit card has been the target of fraudulent activity, you need to report it to us as soon as possible. The sooner we’re made aware of the potential fraud, the quicker we can act. If you think you’ve been the victim of a scam in relation to your Suncorp banking, contact us.
Scam (phishing) emails/SMS/calls are designed to trick people into giving out their personal and banking details. While scam emails are becoming more sophisticated, there are some things to look out for when trying to spot a genuine communication from us:
- Check whether the email address or SMS is coming from us. If it isn’t from a @suncorp.com.au address, it’s probably fraudulent.
- It's important to remember that we'll never send you text messages or emails that ask you to confirm, update or disclose personal or banking information. If you are unsure, please contact us.
- Does the email have poor punctuation or grammar? This may be a sign of a fake email (although, they can sometimes have perfect punctuation and grammar!).
- Does the email instruct you to open our Internet Banking, login page or an attachment? Does it explain how you need to verify your details, reset your account or supply personal details? We will never send you an email asking you to supply this information.
If you’ve received a suspicious email, SMS or telephone call appearing to be Suncorp Bank, DON'T click on any links or attachments in the email. Forward the email to us at security@suncorp.com.au.
If you think you’ve been the victim of a scam in relation to your Suncorp banking, contact us.
Identifying a fake website can be tricky, but there are some tell-tale signs to help you figure out when you’re on our official site:
- Check the URL in the address bar. If the URL you’re accessing isn’t our official Internet Banking via suncorpbank.com.au or through our mobile apps, it may be a fake address.
- Did you start Internet Banking by clicking a link in an email? It may be linking to a fraudulent site.
- Check for a security padlock symbol in your browser before typing in any personal information. The official Suncorp website will always display this symbol.
- Does your last sign-in date match when you logged in last? If it doesn’t, your account may have been accessed without you knowing.
- If you suspect you have found a non-genuine Suncorp Bank website, please email security@suncorp.com.au.
There are other warning signs to be on the look at for when spotting a fake Suncorp Bank website. Being familiar with our Internet Banking and official mobile apps can help protect you when banking online.
If you think you’ve been the victim of a scam in relation to your Suncorp banking, contact us.
Even if you’ve had an account for a while, some tasks around Internet Banking can be confusing. We’ve created some tips and resources to help you feel comfortable banking online.
We’ve also put together some of the most frequently asked questions about Internet Banking to help guide you through common troubleshooting issues.
