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Identify scams at home

Warning Signs

We’ll never send you emails asking you to verify details or reset your account password. Do not click on links contained within these emails; please type into your web browser or visit the mobile banking app to check on your account.

Be cautious if someone calls to ‘fix’ your computer or claims to be from Suncorp Bank. If you have not organised this service directly and do not recognise the phone number, do not provide any information or access to your information. Instead, ask for their name and contact number and do some independent research or investigation to find out if the call is legitimate.

We’ll never call you and ask for payment when helping you safeguard your banking or ask you to 'Logon to Internet Banking' through an email.

How to Identify a Hoax

  • Poor grammar and spelling (although sometimes they can be grammatically perfect!).
  • Links to web addresses that are different to what you would usually expect (although there are ways to make links appear legitimate).
  • Urgent appeals for help or personal details (like credit card or account numbers, PINs or passwords).
  • Someone calls to ‘fix’ your computer and you have not organised this service directly or recognise the phone number.
  • Your computer begins to run very slow
  • The look of your computer has changed and/or opens up websites automatically that you don't normally visit.

Tips to Protect Yourself

  1. Never give your login details to another person or company.
  2. Never input or provide a token code for a third party.
  3. Always access Internet Banking via or our official mobile apps.
  4. Be wary of emails from any email addresses that you don't know or trust. Delete any emails you think are suspicious.
  5. Never click onto a link or an attachment in an email, obtained from a source you don't know or trust.
  6. Never provide your personal or security details, including Customer ID or passwords, in response to any email or phone call. Suncorp will never request this information from you via email.
  7. Always scan any new programs or files for viruses before you open, install or use them. Your anti-virus software may do this for you automatically.
  8. If your anti-virus detects a virus or malware and removes it, ensure that you update any passwords you may use on that computer.
  9. We recommend visiting the ACCC ScamWatch for latest news and alerts in your area. 

What to do if you're suspicious of an email

  • If you receive a suspicious email appearing to have been sent by Suncorp Bank, DON'T click on any links or attachments in the email.
  • Forward the email to us at
  • If you suspect you have responded to a fraudulent email or been a victim of fraud, contact us immediately on 13 11 55.

Hoax email example - updated September 2015

Customers have been recently receiving fake emails regarding a "system upgrade" and asking you to verify information. This email is 100% fake and we'll never email you asking you to verify any personal information via email or login to Internet Banking.


This is an image of hoax email. These are sometimes hard to discern, so if you're unsure, the best thing to do is call us on 13 11 55.

Got a Question?

Ask Scout, the Suncorp Virtual Assistant