CTA: 

 

Call us on
13 11 75

Find a branch

Register Now

Common FAQs

How do I register for Internet Banking?

New Users

Phone banking users

• If you have registered for phone banking and know your telephone access code, (TAC) you can register for internet banking straight away.

• You will need your account numbers you wish to see online, your TAC and a valid email address.

If you have forgotten your existing ID or password information, call 13 11 75 to be identified and have your password reset.

What computer settings does Internet Banking work with?

Supported Browsers

• Internet Explorer 6 Service Pack 2

• Internet Explorer 7

• Internet Explorer 8

• Mozilla Firefox 2

• Mozilla Firefox 3

• Safari 2

• Safari 3

• Google Chrome

Suncorp Bank cannot guarantee Internet Banking will function correctly on browsers not mentioned in the above list.

If you are having problems using Internet Banking with any of the above browsers, send a secure message via Internet Banking with your browser type and the issue.

Operating Systems

• Windows XP with Service Pack 2

• Windows Vista

• Windows 7

• MAC OSX

Make sure your operating system and web browser are up to date by accessing http://windowsupdate.microsoft.com or http://www.apple.com/support for OS X.

Resolution

• Suncorp Internet Banking and the Suncorp website are best viewed at 1024x768 pixels or higher. For windows users, this can be changed via: control panel / display / settings.

How do I make the text bigger in Internet Banking?

• Use the increase text icon in Internet Banking which is located in the top right of the site.

• Depending on your browser you can increase the size of the text typically under 'View'

• If you have a scroll wheel mouse, hold down control on your keyboard and scroll to change the size of text.

How do I transfer funds to another bank?

Transferring funds to another bank is called an external transfer. In order to complete an external transfer there are a few things you will need:

External Transfer Password

• This is a special code given to you to enter each time you want to transfer money to another bank. It is an added measure of security to ensure only you authorise external transfers.

• To apply, click on External Transfer Password in Internet Banking.

• Once completed, the password will be mailed to you within 5-7 working days.

• If you need to complete a transfer in the interim, you can easily do this at any of our branches.

Daily Limit

• A daily limit of the maximum amount of money you can transfer to other Suncorp accounts (that are not in your name) and to other banks. You can check your daily limit by going to My Details and clicking Daily Limits.

• The default limit for users is $5000.

• To increase your limit, click on My Details in Internet Banking.

• If you wish to have a limit of $10000 or higher, you will need a Suncorp Security Token.

  More information on security tokens

How long do transfers take to process?

• Transfers to your own Suncorp accounts completed within business hours are generally processed immediately.

• Transfers to external accounts and BPAY payments may not be received by the recipient bank/biller until 1-3 days after completion.

• Transfers to overseas accounts via Global Payments may take between 2-5 business days to reach the recipient bank.

• To ensure payments are received on time, particularly BPAY payments, it is recommended to send the BPAY 1-3 days before the due date to ensure it is received by the biller on time.

• Note if you are future dating a transfer, the date you select is the day we will initiate processing of the transfer, not the date of when the funds will arrive at the recipient location. If you want your transfer to reach a recipient on a chosen day, we recommend you date your transfer 2-3 days before your desired funds arrival date.

How do I add a new account to my list of accounts?

• Click on Manage My Accounts.

• Enter the new account/card number in the field.

• Enter a name if required and click save, the account/card will now be listed.

• You can also nickname all your accounts via this feature

What can I do on my computer to make it safe for Internet Banking?

• Choose a password that is hard for others to guess and change it regularly.

• Keep your computer up to date.

• If you are using a shared or public computer, check to see that it is safe to use.

• Install antivirus and anti-spyware software and keep them updated.

• Refrain from writing down login information or if you need to, store it somewhere safe.

• Do not respond to emails that appear to be sent from Suncorp asking for personal information or to 'verify' information. We will never do this.

• Regularly check your accounts. If you see a transaction you are not sure of, contact us.

For information on how to make your computer safe visit Suncorp Online Security.

How do I complete an online Cashback from my loan?

• You will need to register to be able to complete online Cashbacks.

• Print a copy of the registration form or visit your local branch.

• Post the completed form or drop into your local branch.

• Once completed, you will receive a secure message stating that online Cashbacks are available to you in Internet Banking within 3 business days.

• Further information on Cashbacks

How do Two to Sign Accounts work in Internet Banking?

• Two to Sign Accounts have 2 or more account owners and the account is setup so that 2 signatories are required to conduct a transaction.

• For example, when a transfer is created by one signatory, the transaction will go into a 'pending' status. When the second signatory signs in to Internet Banking, they will see a reminder of the transaction to be approved along with an email.

• If the transaction is authorised by mobile phone, authorisation from the second account signatory can only occur through Internet Banking on a PC.

What are balance alerts and how do I set one up?

• Balance alerts can be setup to alert you when your account drops below a nominated balance, if your account reaches a nominated balance or if your Clear Options Visa card goes within $100 of your credit limit.

• To setup a balance alert, click on the balance alert icon for the account you wish to setup an alert for and follow the steps.

• Balance alerts are emailed to you at approximately 5am each morning.

How far back can I search transaction histories?

• Internet Banking can return up to 11 statement cycles of information. This means if you receive your statement quarterly, you can see up to 33 months of transactions.

• In order to view your maximum amount of transaction data, use the calendar search function in transaction search to return more results.

What is an External Transfer Password?

• This is a special randomly generated code given to you to enter each time you want to transfer money to another bank. It is an added measure of security to ensure only you authorise external transfers.

• To apply, click on External Transfer Password in Internet Banking.

• Once completed, the password will be mailed to you within 5-7 working days.

• If you need to complete a transfer in the interim, you can easily do this at any of our branches.

• If you lost or forget your ETP, you can order a replacement via Internet Banking under External Transfer Password

What is a Suncorp Security Token?

• A Suncorp Security Token is a keychain device that generates a 6 digit code every 60 seconds

• If you upgrade from an External Transfer Password to a Suncorp Security Token, all you need to do is enter the code on your token when you login, perform an external transfer, overseas transfer, change your daily limit and create business payment

• For more information, go to our Suncorp Security Token page

What's a dormant account and how can I reactivate it?

• A dormant account is an account where you have not completed a transaction yourself (i.e. deposit or withdrawal) during the last 12 months. Completing a branch withdrawal, transferring funds from the account, completing an ATM withdrawal or completing an EFTPOS transaction will reactivate the account.
• If the dormant account is an everyday options sub-account, to reactivate, transfer funds into the sub-account and then transfer funds out of the account again. This process will re-activate the account.

When I download transactions into Excel, I can't go back into Internet Banking. Why?

This is a Windows setting that can be adjusted. Follow the instructions below. The below steps are for Windows XP. Refer to http://www.microsoft.com for more information.

1. Open Control Panel
2. Open Folder Options
3. Click File Types
4. Locate "XLS Microsoft Excel Worksheet" – you will need to do the below for XLSX as well if a customer has Office 2007/2010
5. Click the Advanced button.
6. Highlight the default action (often Open), which is bold.
7. Check the box that says "Confirm open after download" and if "Browse in the same window" is checked, uncheck it.
8. Click Ok

General FAQs

What is my Internet Banking Customer ID?

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 not your account number.

If you do not have an Internet Banking Customer ID, you will need to register for Internet Banking.

What is my Internet Banking Password?

Your Internet Banking Password is a combination of letters and numbers, 6-8 characters in length. The password is case sensitive, so make sure your Caps Lock is off when entering your password.

If you do not have an Internet Banking Password, you will need to register for Internet Banking.

If you forget your Internet banking Password you will need to call us on 13 11 75 and one of our Internet Customer Service Representatives will take you through the process of selecting a new Internet Banking Password.

What is a designated name?

A designated name is a name you give to an account so you can recognise what it is instead of relying just on the account number and product name. For example, you may have a Cheque Account No. 1 for your business, so you might make the designated account name for this account 'Business Cheque Account'. Your personal account may be called "Holiday", "Bills", "Christmas", "School Fees" etc.

What is a future dated transaction?

A future dated transaction is any transaction (e.g. Funds Transfer, Bill Payment, or Business Payment) that you select 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.

What is an External Funds Transfer Password?

An External Funds Transfer Password (ETP) 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 to protect your funds.

To apply for an ETP, click on external transfer password in the left hand menu. Your ETP will be sent to you by post for security reasons.

What is a secure message?

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

To send or view a secure message click on my messages from the left hand menu.

What is a Biller?

The Biller is who you transfer funds to when you make a Bill Payment via BPay. Contact the Biller to find out their biller code and your account reference number. Your account reference number might also appear on the bill you wish to pay.

Are there any fees associated with Internet Banking?

There are no additional fees for Internet Banking.

However, standard account and transaction fees apply. Such as;

• Bill Payments via BPay, where normal transaction fees applying to your account will be incurred.
• Business Payments, where you will be charged one fee for each of the accounts that you are transferring funds to.
• If you order a Security Token we may charge you a fee.

The complete listing of fees can be found in the Schedule of Fees and Charges brochure which is available from any Suncorp branch, or by phoning 13 11 75.

Why would I setup a balance notification?

You may like to be advised if your account balance or credit card limit is getting close to being overdrawn, or is overdrawn, so that you can deposit funds into your account to avoid being charged an overdrawn fee. You may also like to know if your account has reached an upper limit so that you can transfer any excess funds across to an account with a higher interest rate like our Cash Management account.

It may also be helpful to know when your lease is due to expire so that you can look at negotiating another lease for whatever purpose you require (i.e. expanding your business).

When will my balance notifications be sent?

We will check your account balances and credit card limits against the upper and lower limits, overdrawn or expiry limits you have set on the Notifications screen under Balances once every morning and afternoon. Directly after that process you will be emailed at the email addresses you have provided for any accounts that meet the notification limits set.

Why don't emails from Suncorp Bank have links in them?

Whilst you may get emails from other companies with links in them that makes it easier for you to access websites, most banks including Suncorp Bank do not include active links in emails.

We do this because criminals can create fake emails that include links that take you to a fake website or Internet Banking logon page that aim to steal your personal details.

To ensure safe Internet Banking, never click on emails claiming to be from Suncorp Bank that have links.

Suncorp Bank emails will never contain personal or account information. You will only see this information via secure messages within Internet Banking.

More more information on fake emails, go to our online security section.