Secure Messages allow you to make an enquiry to one of our consultants directly, conveniently and securely via Internet Banking.
- Secure messages provide you with an added level of security when sending and receiving confidential information about your accounts.
- If you want to send any information about your accounts to Suncorp, we strongly recommend you use secure messages instead of your standard email.
- Once we receive your secure message we will reply within 2 business days.
Viewing unread messages
- From the left hand menu, select "Secure Messages".
- You will find your unread messages under the Unread Messages section.
Viewing sent messages
- From the left hand menu, select "Secure Messages".
- You will find your unread messages under the Sent Messages section.
- Locate the message you want to view by looking at the subject or date and then click on the subject to view the message.
- From here, you have two options:
- You can resend the email to customer service by clicking "Re-send".
- You can delete the message by clicking "Delete".
Kept messages
These are messages that you have received that you want to keep for future reference.
Manage your secure messages
After a while, you'll find that you may have a lot of messages. You can delete those no longer required by selecting the checkbox beside each message and clicking "Delete".
Composing a New Message
- From the left hand menu, click "Secure Messages".
- Click "Compose New Message" to start a new message to Suncorp.
- Select a subject from the drop down menu. Your choices include insurance claims, investment enquiries, and external funds transfer password request.
- Type in the details of your message
- When you have finished, click "Send" to send the message to Suncorp.
- This message will now appear in the Sent Messages area of Secure Messages.
My Favourites
In this section...What are My Favourites?
If you have functions that you use regularly in Internet Banking, you can assign up to 5 of them as a favourite. Your favourites will appear as a personalised list underneath the logoff link.
Adding Favourites
To add a favourite:
- Click on Add your favourite links
- In the Add New Function section, choose which function you want from the list and select Add Function. Up to 5 functions can be added.
- Once completed, click done. Your favourite links will now be saved.
- Once you are back in the main menu, you can click Edit favourite links to return to the Edit My Favourites page
Editing Favourites
To edit a favourite:
- To edit the position of your favourite links, use the move up and move down links to shuffle the order of your favourites
- To delete a link, click the delete link
- Once completed, click done. Your links will now be saved.
Open New Account
In this section...Opening a New Account or Renewing a Term Deposit
"Open New Account" displays a screen that allows you to send us a secure request to open any of the following Suncorp deposit accounts:
- Everyday Options Account
- Everyday Options Sub Account
- Suncorp eOptions Account
- Cash Management Account
- Everyday Saver Account
- Term Deposit
It also allows you to renew an existing Suncorp Term Deposit.
We will respond to your request by Internet Banking Secure Message within 2 business days.
What is a Product Disclosure Statement
Before you can open a Fixed Term Deposit, we need to provide you with the Product Disclosure Statement (PDS) that applies to your account. The PDS includes:
- the Terms and Conditions for Suncorp Accounts, which will apply to your account;
- a Product Features document, detailing the product features for your account type and the fees and charges that will apply.
What is a Product Information Document (PID)
Before you can open an Everyday Options Account, Everyday Options Sub Account, Suncorp eOptions Account, Cash Management Account or Everyday Saver Account we need to provide you with the Product Information Document that applies to your selected account and the Terms and Conditions for Suncorp Accounts. The PID outlines the product features for your selected account and the fees and charges that will apply to your account.
Your Personal Details
Although we will mostly correspond with you using our Internet Banking Secure Message service, sometimes we may need to call you and so we ask that you also please include a telephone number with your Personal Details.
Negotiated Term Deposit and Cash Mangement Account rates
If you are looking to invest more than $100,000 we are happy to discuss a negotiated rate with you on either a Term Deposit or Cash Management Account, please call us on 13 11 75.
Non-Personal or Joint Account Openings
Any application to open an account through internet banking must be in the same name as your Internet Banking registration. If you would like to establish an account in a name different to your Internet Banking registration including a joint account with another person or a non-personal account (such as a business account) you will need to visit a Suncorp branch.
Joint accounts for both Suncorp eOptions and Everyday Options accounts can be opened via www.suncorp.com.au, simply click here
Questions
If you have any questions about opening a new Suncorp deposit account or renewing an existing term deposit you can call us on 13 11 75.
Personalised Cards
In this section...Personalised Cards Information
Go to www.suncorp.com.au/personalisedcards for information about Personalised Cards.
Secure Messages
In this section...Secure Messages
Secure Messages allow you to make an enquiry to one of our consultants conveniently and securely via Internet Banking
Secure messages provide you with an added level of security when sending and receiving confidential information about your accounts.
If you want to send any information about your accounts to Suncorp, we strongly recommend you use secure messages instead of your standard email.
Once we receive your secure message we will reply within 2-3 business days.
Viewing unread messages
- From the left hand menu, select "Secure Messages".
- You will find your unread messages under the Unread Messages section.
Viewing sent messages
- From the left hand menu, select "Secure Messages".
- You will find your unread messages under the Sent Messages section.
- Locate the message you want to view by looking at the subject or date and then click on the subject to view the message.
- From here, you have two options:
- You can resend the email to customer service by clicking "Re-send".
- You can delete the message by clicking "Delete".
Kept messages
These are messages that you have received that you want to keep for future reference.
Manage your secure messages
After a while, you'll find that you may have a lot of messages. You can delete those no longer required by selecting the checkbox beside each message and clicking "Delete".
Composing a New Message
- From the left hand menu, click "Secure Messages".
- Click "Compose New Message" to start a new message to Suncorp.
- Select a subject from the drop down menu. Your choices include insurance claims, investment enquiries, and external funds transfer password request.
- Type in the details of your message
- When you have finished, click "Send" to send the message to Suncorp.
- This message will now appear in the Sent Messages area of Secure Messages.
Security Token
In this section...Applying for a Security Token
Not sure what a security token is? refer to the Frequently Asked Questions below.
Once activated the Security Token is required for logging into Internet Banking, and for transfers to external accounts with other financial institutions. If you have an existing ETP (External Transfer Password), the Security Token will replace this password and the ETP will no be longer required.
To apply for a Security Token
- Select "Security Token" from the left hand menu
- Read the Terms and Conditions
- At the bottom of the screen you will need to confirm your mailing address where you want the token to be sent. You can either:
- Select that your mailing address is correct as displayed on screen, then select the account you wish the fee to be charged to
- Select that your mailing address is not correct as displayed on screen. You will then be directed to contact the Customer Service Team with the phone number provided
- Once you have selected that your mailing address is correct, and selected the account to charge the fee to, please Click Submit. You will then be taken to a receipt screen completing the Security Token order process.
You will receive your security token by mail within 6 - 9 business days. Once you have received your security token you will need to login to Internet Banking using your customer ID and Internet Banking password, and activate your token.
Activating your Security Token
Once you receive your Security Token it needs to be activated before it can be used
To activate a Security Token
- Select "Security Token" from the left hand menu
- Click the "Activate" button
- Accept the Terms and Conditions
- Enter the Security Token Serial Number (on the back of the token) and Security Token Code (the changing number on the front of the token)
- You will receive a receipt screen to inform you your token has been successfully activated
Once activated, you will be required to use your security token when logging into Internet Banking and for transfers to external accounts with other financial institutions.
Frequently Asked Questions
What is a Security Token?
How does it work?
Do I use the code displayed by the Security Token instead of my password when I log on?
What happens if I need to log on, but don't have my Security Token with me?
What if I lose my Security Token?
Do I have to use my Security Token every time I log on or just sometimes?
How do I activate my Security Token?
Does my Security Token replace my External Transfer Password?
What is a Security Token?
Suncorp's Security Token is a service that adds an additional layer of security to your Internet Banking account. When logging onto Internet Banking, you will be asked to enter a six-digit numeric code, known as your token code, after your Customer ID and Password. The token code is provided by your Security Token, a key-chain sized device that generates a new number every 60 seconds.
How does it work?
When logging into your account, you will be prompted to enter your six-digit token code after your normal Customer ID and Password.
The six-digit number is provided by your Suncorp Security Token, a key-chain sized device that generates a new number every 60 seconds. It is like an unpredictable password that is good for only one use and then automatically changes itself.
You will need to enter your unique token code each time you log into your Internet Banking account. This way even if your password falls into the wrong hands your account is not at risk, because your account cannot be accessed without the Security Token code.
Do I use the code displayed by the Security Token instead of my password when I log on?
No, your Security Token provides an additional layer of security on top of your existing login process of entering a Customer ID and normal Password.
What happens if I need to log on, but don't have my Security Token with me?
If you need to access your account but do not have your Security Token with you, please contact our Customer Service Team on 13 11 75.
What if I lose my Security Token?
If you lose your Security Token, simply contact our Customer Service Team on 13 11 75 and they can assist you with reordering a replacement. They can also provide you with a temporary code that can be used in place of the Security Token, until your replacement token arrives.
Do I have to use my Security Token every time I log on or just sometimes?
Once you activate your Security Token, each time you log onto your account, you will be prompted to enter the currently displayed six-digit token code after you enter your Customer ID and Password. It is the consistency of having to provide this token code that is unpredictable and unique to you that makes this added layer of security so strong.
How do I activate my Security Token?
To activate your Security Token, log onto Internet Banking as you normally would. Once you are logged into your account, click on the security menu and select activate security token. You will then be prompted to follow some simple steps to complete the activation of your Security Token. You should then be able to use your Security Token within only a few moments.
Does my Security Token replace my External Transfer Password?
Yes, your Security Token will replace the need to enter your External Transfer Password (ETP). This will occur the moment you activate your Security Token.
Transaction History
In this section...Quick Search
Quick search is accessed by clicking the "Transaction History" link in the menu. It is used for searching for transactions using a simple set of criteria.
You can select the account, then the date range. For the date range, you can select today and yesterday, last seven days, last 30 days and since last statement. Or, you can choose a specific date range.
You can view up to 11 ‘statement cycles’ of transactions depending on your account type. Eg, if you receive a quarterly paper statement, you can typically access 33 months of data online. To access older ranges of data, use the calendar search option and enter your desired date.
You can also choose the display order. You have the options of most recent first and most recent last.
When you have made your selections, click “Search”.
Advanced Search
Advanced search is accessed by clicking "Transaction History" in the menu then the "Advanced Search" link. It is used for searching for transactions using a detailed set of criteria.
The advanced search includes the account, then the date range. For the date range, you can select today and yesterday, last seven days, last 30 days and since last statement. Or, you can choose a specific date range by typing From and To dates. You can also choose the transaction type including options like ATM, VISA, BPay and Cheques.
You can also choose the display order. You have the options of most recent first and most recent last.
When you have made your selections, click "Search".
Please note that downloading of transactions from this page is not available as the selection of specific transaction types only does not provide a complete statement of history.
Authorisations (Suncorp Clear Options Only)
Authorisations are transactions that have already been performed but have yet to be posted to the account.
These transactions have been included in the calculation of your available credit.
Cheque Search
Advanced search is accessed by clicking "Transaction History" in the menu then the "Cheque Search" link. You can search for cheques presented to your account or written by you.
Select the account, and then type in the cheque number you are searching for and click "Search".
If you don't know the number of the cheque, use "Advanced Search" to find all cheque transactions.
Downloading your found transactions
You can download your transactions to your personal financial management software.
- At the bottom of the transaction display list, you'll find the options to select the download format and what you want to download.
- The download options include six formats for common financial software and two generic formats,
Quicken: Choose QFX for Quicken 2005, and QIF for older versions.
Money: Choose OFX for Money 2005 or OFC for older versions.
AgData and MYOB formats are available.
CSV and ASCII: - These generic formats can be interpreted by Microsoft Excel and some financial software not listed above. - You can then choose between downloading the currently displayed page of transactions, or all transactions found by your search criteria.
Querying transactions
If you have a query on a particular transaction, you can either send us a secure message by clicking on Contact Us, or you can call us on 13 11 75.
Transfer Money
In this section...Transfer to My Account
Here, you can transfer funds between your own Suncorp online accounts.
You can transfer funds on a one off basis, or on a recurring basis.
NOTE: You are not able to transfer funds from your Suncorp Clear Options Credit Card to your Suncorp Home Loan, Personal Loan, Visa Extra, or Suncorp American Express card.
Setting up the Transfer
- Select the from account, making sure you have enough funds.
- Select the to account.
- Type in a reference if required.
- Type the amount. This must be a minimum of $1.00.
- Select the timing of the transfer. You can select to transfer the funds immediately, select a future date, or select the recurring schedule for the transfer.
- For a recurring transfer, first choose the period (weekly, fortnightly or monthly), then the start date for the first payment followed by the date of the last payment.
- Click Next and you will proceed to the confirmation screen.
- On the confirmation screen, carefully check all your details
- If you want to make changes, click Edit. You will return to the previous screen where you can update any of the details.
- If you want to cancel the transfer, click Cancel.
- If you want to proceed with the transfer, click Confirm
- After clicking Confirm, you will get a receipt for the transaction. You can print this for your own records, if you wish.
Transfer to Other Suncorp Account
Here you can transfer funds to other Suncorp accounts.
You can transfer funds on a one off basis, or on a recurring basis. You can transfer to any Suncorp account, or pick from your frequent accounts list.
NOTE: You cannot transfer funds from your Suncorp Clear Options Credit Card to a Suncorp Home Loan, Personal Loan, Visa Extra or American Express account.
Setting up the Transfer
- Select the from account, making sure you have enough funds.
- Select the to account. You can either:
- Enter in the account number and account name. Account name is for reference purposes only. Funds will be transferred to the provided account number regardless of whether the account name matches the account number. You must ensure that the account number is correct. If this account is one that you will use frequently, check the box Save into frequent accounts list.
OR - Select an account from the frequent accounts drop down menu.
- Enter in the account number and account name. Account name is for reference purposes only. Funds will be transferred to the provided account number regardless of whether the account name matches the account number. You must ensure that the account number is correct. If this account is one that you will use frequently, check the box Save into frequent accounts list.
- Include a reference if required.
- Include the amount. This must be a minimum of $1.00. The maximum amount for an immediate transfer is your remaining daily limit. Your daily limit is displayed next to the 'Amount' field.
- Select the timing of the transfer. You can select to transfer the funds immediately, select a future date, or select the recurring schedule for the transfer.
- For a recurring transfer, first choose the period (weekly, fortnightly or monthly), then the start date for the first payment followed by the date of the last payment.
- When planning a future dated transaction, be aware that all the internet transactions for that future date will be counted toward your daily limit on that date. Any transactions that exceed your limit may not be processed.
- Click Next and you will proceed to the confirmation screen.
- On the confirmation screen, carefully check all your details
- If you want to make changes, click Edit. You will return to the previous screen where you can update any of the details.
- If you want to cancel the transfer, click Cancel.
- If you want to proceed with the transfer, click Confirm
- After clicking Confirm, you will get a receipt for the transaction. You can print this for your own records, if you wish.
Further help
Daily LimitsTransfer to External Account
Here you can transfer funds to external accounts with other financial institutions.
To transfer funds, you need to have an external transfer password or Security Token.
Click here for help on applying for an ETP
Click here for help on applying for a Security Token
NOTE: You are not able to transfer funds from your Suncorp Clear Options Credit Card to an external account with another Financial Institution.
Setting up the Transfer
- Select the from account, making sure you have enough funds.
- Select the to account. You can either:
- Enter in the BSB, account number and account name. Account name is for reference purposes only. Funds will be transferred to the provided account number regardless of whether the account name matches the account number. You must ensure that the BSB and account numbers are correct. If this account is one that you will use frequently, check the box Save into frequent accounts list.
OR - Select an account from the frequent accounts drop down menu.
- Enter in the BSB, account number and account name. Account name is for reference purposes only. Funds will be transferred to the provided account number regardless of whether the account name matches the account number. You must ensure that the BSB and account numbers are correct. If this account is one that you will use frequently, check the box Save into frequent accounts list.
- Include a reference. This will appear on your statement.
- Include the amount. This must be a minimum of $1.00 to a maximum of your daily limit.
- Select the timing of the transfer. You can select to transfer the funds immediately, select a future date, or select the recurring schedule for the transfer.
- For a recurring transfer, first choose the period (weekly, fortnightly or monthly), then the start date for the first payment followed by the date of the last payment.
- When planning a future dated transaction, be aware that all the internet transactions for that future date will be counted toward your daily limit on that date. Any transactions that exceed your limit may not be processed.
- Enter your external transfer password or Token Code. If you do not have an ETP or Security Token, you can apply for one.
- Click Next and you will proceed to the confirmation screen.
- On the confirmation screen, carefully check all your details
- If you want to make changes, click Edit. You will return to the previous screen where you can update any of the details.
- If you want to cancel the transfer, click Cancel.
- If you want to proceed with the transfer, click Confirm
- After clicking Confirm, you will receive a receipt for the transaction. You can print this for your own records, if you wish.
Further help
Daily LimitsTransfer to Overseas Account (Global Payment)
You can transfer funds to an overseas account using a Telegraphic Transfer set up in the Internet Banking Global Payments system
What is a Telegraphic Transfer?
A Telegraphic Transfer is an electronic transfer of funds to an overseas account at another financial institution. The person who holds the account being credited is called the 'recipient'.
What accounts can I use to make a Telegraphic Transfer?
Most Suncorp transaction, savings and business accounts can be used to make a Telegraphic Transfer.
It is not possible to make a Telegraphic Transfer from an Everyday Options Sub Account, eOptions Account, Credit Card, Home Loan, Personal Loan, Term Deposit, Trust Account or multi operated accounts which require more than one signature to operate.
What is an exchange rate?
The exchange rate refers to the rate that Suncorp will use to convert your Australian dollars into a foreign currency and is subject to alteration without notice.
The exchange rates for available currencies can also be found on the Suncorp website under Banking - Foreign Currency - Foreign Exchange Rates.
What Currencies can be sent as a Telegraphic Transfer?
The only currencies that can be sent are listed in the drop down box in the first Global Payments screen under Transaction Details. These currencies and applicable exchange rates can also be found on the Suncorp website under Banking - Foreign Currency - Foreign Exchange Rates.
Alternatively you may choose to send the payment in Australian Dollars in which case the funds are converted to the local currency by the receiving bank.
To which countries can I send a Telegraphic Transfer?
You will be unable to send a Telegraphic Transfer to a country that is affected by a sanction.
For more information about sanctioned countries please visit www.austrac.gov.au or www.rba.gov.au
What are International Sanctions?
International Sanctions are penalties, including economic, diplomatic, trade and military sanctions, applied by one country (or group of countries) on another for a variety of reasons.
Economic sanctions include, but are not limited to, tariffs, trade barriers, import duties, and import or export quotas. Should a relevant sanction preventing the transaction apply to the country you are trying to send your payment to, an error message will generate to advise that you cannot proceed.
Setting Up Global Payments
What is an IBAN?
The International Bank Account Number (IBAN) is a series of letters and numbers that uniquely identifies an account held at an overseas bank. An IBAN is not a new bank account number but a way of representing account numbers in an internationally recognised standard format.
If you have been provided an IBAN for the intended payment recipient always enter it in the recipient account number field. An IBAN is a mandatory requirement when sending payments to certain European and United Kingdom countries.
All IBANs start with a two (2) letter country code and contain between sixteen (16) and thirty-four (34) letters and numbers. The length of an IBAN will differ depending on the country, but its length must be fixed for any given country.
Why are IBAN's mandatory for some transfers?
The European Payments Council stipulated that from January 1 2007, the use of the Recipient's IBAN is mandatory on all payments within the European Union or to a European Economic Area.
The Global Payments system will remind you to enter an IBAN if you are sending funds to a recipient that requires one.
How do I obtain an IBAN?
If an IBAN is mandatory for your payment you will need to request it from the payment recipient. IBAN and SWIFT codes are often displayed on recipient's bank statements in European Union countries.
Alternatively, the payment recipient may obtain the IBAN from their bank. Suncorp can not provide an IBAN.
What is a SWIFT code?
A SWIFT code is the unique identification code of a particular bank. These codes are used when transferring money between banks for international transfers. It indicates which bank a payment is to be sent. Bank identifier codes are commonly known as SWIFT (or BIC) codes.
A SWIFT code is a standard format code which is comprised of eight (8) or eleven (11) letters or numbers. The SWIFT code can be a bank's general head office code, or relate to a bank's individual branch or department.
How do I obtain a SWIFT code?
The recipient's bank can provide the appropriate SWIFT code in order to enable an international payment to reach the overseas account. The SWIFT codes can sometimes also be found on the recipient's bank account statements.
What is a Fedwire/ABA code?
A Fedwire (or ABA) code is also commonly known as a Routing number. It is a bank code used in the United States, which identifies financial institutions. This code is also used to process automated transfers and other transactions. Fedwire/ABA codes are always nine (9) digits in length.
How do I obtain a Fedwire/ABA code?
If a Fedwire/ABA code is mandatory for your international payment you should request this from the payment Recipient. This code is often displayed on customer's bank statements in the United States of America. The payment recipient may also obtain the Fedwire/ABA code from their bank.
Alternatively you can attempt to establish the correct Fedwire/ABA code for your payment by searching the American Federal Reserve routing directory http://www.fededirectory.frb.org/search.cfm.
Suncorp staff are not able to provide any details relating to Fedwire/ABA codes.
IMPORTANT - Please note that the success of the payment is dependent upon the correct Fedwire/ABA code being used.
What is a SORT code?
Sort codes are a unique identifier of the individual branch or bank office where a bank account is held. Sort codes are mandatory when sending a Telegraphic Transfer to the United Kingdom.
A UK sort code should consist of six (6) digits entered as 000000, 00-00-00 or 00 00 00.
Only these formats are acceptable to Suncorp.
How do I obtain a SORT code?
If a Sort code is mandatory for your payment you will need to request this from the payment recipient.
Alternatively the payment recipient may obtain the Sort code from their bank. Suncorp staff are not able to provide the Sort Code.
What is a Canadian Bank Code?
A Canadian bank code should consist of either an eight (8) digit code - three (3) digit institutional code plus a five (5) digit transit code (i.e. 000-00000) or a nine (9) digit code (i.e. 000000000).
What is the New Zealand account number format?
When processing a Telegraphic Transfer online to a New Zealand dollar account held at a New Zealand Bank, the recipient account number must be provided in the International format. This is either fifteen (15) or sixteen (16) digits consisting of the BSB, account number and a two or three digit suffix.
How do I pay for my Telegraphic Transfer?
You must have sufficient available cleared funds in your Suncorp account to cover the payment. The amount of your payment in Australian dollars must be within your daily payment limit.
Each payment will attract a single Suncorp fee of AUD $20.00. This fee plus the Australian equivalent of the amount being sent will be charged to your selected account.
Sending Global Payments
What does SWIFT mean?
Society for Worldwide Interbank Financial Telecommunication.
How does SWIFT work?
SWIFT operates a worldwide financial messaging network. Messages, including payment instructions are securely exchanged between financial institutions.
When does an Intermediary Bank need to be used?
An Intermediary Bank needs to be used when you are sending any currency other than the local currency to the destination country. As Australia is the only country where Australian Dollars is the local currency, all Australian dollar payments must be forwarded via an Australian Intermediary Bank. The Intermediary Bank cannot be the same as the Beneficiary Bank specified. An online Telegraphic Transfer cannot be made to Suncorp, nor can Suncorp be used as an Intermediary.
When are online Telegraphic Transfers processed?
Telegraphic Transfers performed on a weekend, or after approximately 3pm AEST time on a bank business day, will be processed the following bank business day.
What are the transaction limits and restrictions for an online Telegraphic Transfer?
You can complete a Telegraphic Transfer online and transfer up to AUD $20,000 - 24 hours a day and amounts between AUD $20,000 to AUD $50,000 during normal business hours.
The maximum amount that can be transferred within a 48 hour period is AUD $100,000.
How long will my transfer take to reach the recipient?
Under normal circumstances your money should arrive at the overseas bank of the recipient within two (2) to five (5) business days. However, we cannot guarantee this timeframe as there may be delays due to circumstances beyond Suncorp's control including international public/bank holidays and the banking practices of the overseas bank or country.
What do I do if the recipient claims they haven't received the funds?
You should ensure that the:
- Recipient is aware that the amount received may have been credited on a different date and/or for a lesser amount (due to bank charges) than expected.
- Recipient confirms that the original payment instructions provided were correct.
If after the above, you still believe the funds have not been received you should contact the Suncorp Banking Call Centre on 13 11 75 (International customers please phone 61 7 3362 2222) and request a Transfer Trace. A fee of AUD $30.00 will apply and the trace is initiated on a 'best efforts basis'. Suncorp is reliant upon other banks to action and respond therefore we can not guarantee timeframes or results.
What happens to my Telegraphic Transfer if I have submitted invalid information?
If you are aware that your payment instructions contained invalid details you should contact the Suncorp Banking Call Centre on 13 11 75 (International customers please phone 61 7 3362 2222) as soon as possible to request a Transfer Amendment.
It is likely that invalid payment instructions will delay or prevent the payment being processed by the overseas bank/s. For a fee of AUD $30.00, Suncorp can send a message advising the amended details to the banks involved in your transfer. Suncorp is reliant upon the other banks however to action the request and can not guarantee timeframes or its success.
What are the additional costs?
Other financial institutions involved in the transfer of funds may seek reimbursement for their services by way of fees which may be debited from the payment. Suncorp can not advise what fees may be charged by other financial institutions.
Loan Cashback
Online Cashback is a convenient service for customers allowing easy access to excess funds in their home loan through a process that can be performed by the Internet Banking service. Restrictions apply and you should contact one of our consultants on 13 11 75 to find out if you are eligible to use this service.
Registering for Loan Cashback
Registration for this functionality is required to enable Online Cashback transactions.
If you are registering for the first time, or registering another loan, then follow the instructions below.
- Select Loan Cashback from the Transfers section to complete and print the application form, or select the 'Cashback Application Form' link to download the form.
- Print the registration form. NB: terms and conditions will automatically print and form part of the registration process
- All Borrowers to the nominated loan must sign the registration form.
- Send the completed registration form to mailing address provided on the form, or deliver to your local branch.
Only registered Internet Banking customers will receive a secure message advising the outcome of your registration request.
If you do not receive a secure message within 10 working days of submitting your registration form, please contact the Customer Service Team on 1300 65 53 25 or call our consultants on 13 11 75.
Enabled Loans
Applicable products that have been registered to complete Online Cashback transactions
Application Products
At this time only personal home loans with a cashback facility are eligible to register for the Online Cashback functionality
System Maintenance
Online Cashback will generally be available during business hours Brisbane EST and may be available during other hours subject to Suncorp's processing requirements. When you select Online Cashback a message will advise you if it is not available.
Available Cashback Amount
The amount of funds that can be accessed through Online Cashback. You cannot access more than this amount.
Online Cashback Fees
Fees may apply for using Online Cashback. Full details can be obtained from your loan contract or by contacting our consultants on 13 11 75.
Transferring Funds
Only immediate transfers can be performed using Online Cashback. Future dated or recurring transfers are not available.
Funds can only be transferred to another account from your registered accounts. External transfers cannot be performed using Online Cashback.
Frequent Transfer List
On the Transfer Money page is a link to manage your Frequent Transfer Lists, where you can see the frequent transfer accounts you transfer money to.
Adding an account to your frequent transfer list
You can add accounts into your frequent transfer list when you are setting up transfers to other Suncorp accounts or to external financial institutions.
Deleting an account from your frequent transfer list
- From the left hand menu select "Transfer Money" then the "Frequent Transfer Lists" link on the page.
- Locate the account you wish to delete.
- Click "Delete" corresponding to the account you wish to delete.
- Repeat this process for each account you wish to delete.
Transfers Awaiting Approval
On the Transfer Money page, you can see all funds transfers that have been setup against a 2 to sign account. Awaiting Approval allows you to view these 2 to sign transactions and either delete or approve them depending on the situation.
The table shows you:
- The date the transfer was initiated;
- The account the funds are coming from;
- The account details where the funds are going;
- The amount;
- The timing of the transaction.
Viewing the details of the transaction
You can view the specific details of an awaiting approval transaction by clicking the "Select" button.
Deleting an Awaiting Approval transaction
Whether you setup a transfer that requires authorisation or have pending transfers awaiting your authorisation, you are able to delete the transfer. If you setup a transfer that requires authorisation and delete it before it is approved it is removed from the system.
If you are to approve a transfer as a signatory and click delete, the transfer is removed from the system and not processed. Alternatively if there are more than 2 signatories for an account, the transfer can still be authorised by another signatory other than yourself.
- Click on "Transfer Money" from the left hand menu
- View the specific details of the transaction by clicking on the underlined from account.
- Click "Delete" to remove the transfer instruction.
- You will see a receipt for the deleted transaction, informing you that it has been successfully removed.
Approving an Awaiting Approval transaction
- Click on "Transfer Money" from the left hand menu
- View the specific details of the transaction by clicking on the underlined from account.
- Click "Approve" to authorise the transfer instruction.
- After clicking approve, you will get a receipt for the transaction. You can print this for your own records, if you wish.
Future Dated Transfers
On the Transfer Money page, you can see all your future date transfers. This includes one-off future transfers, and recurring transfers.
The table shows you:
- The date the transfer was setup;
- The account the funds are coming from;
- The account details where the funds are going;
- The amount;
- The timing of the future transaction. This includes the period (weekly, fortnightly or monthly) or a specific date for a one-off transfer.
Viewing the details of the transaction
You can view the specific details of the transaction by clicking the "Select" button.
On the details screen, you can delete the transfer, or return to the list to view other transactions.
Deleting a future dated or recurring transaction
- Click on "Transfer Money" from the left hand menu
- View the specific details of the transaction by clicking on the underlined from account.
- Click Delete to delete the transaction.
- You will see a receipt for the deleted transaction, informing you that it has been successfully deleted.
View Bills - BPAY View®
In this section...General Overview
BPAY View is a way for you to receive and view your bills online as an alternative to through the post. It allows you to track and view your bills as they are received.
BPAY View can be accessed from the left menu.
You must register for each bill you want to receive online. Suncorp passes registration requests on to the biller, who will process it within 3 working days.
When you login to internet banking, you will be notified of new responses from your billers, and any new bills since you last logged in.
When your registration is complete, your biller will send future bills online. Most billers will no longer send you paper bills.
It's easy to pay the bills using BPAY, but you do not have to pay them online. For example you could use phone banking or send a cheque to the biller if you prefer.
You can print a copy of your bill or save it electronically for your records if you wish.
You are allowed to register a bill with more than one provider of BPAY View. Eg you register your rates bill at Suncorp and then at another bank. This will result in electronic bills being sent to both.
If you do this, you are responsible for tracking which bills you have paid.
Definitions
Biller: The organisation who currently sends you periodic bills. For example your local council rates, your electricity supplier, or your telephone.
Bill: A specific account or service you have with your biller. For example you may have landline telephone and a mobile phone account with one biller. These are separate bills.
Bill Summary: An invoice from your biller. For example your landline telephone bill for March. You usually receive numerous Bill Summaries for each bill.
Registering for your first bill
To find out if your biller offers the BPAY View service, a search tool is provided.
You need to register separately for each bill that you wish to receive via Bpay View.
The first time you register a biller you will need to accept the Terms and Conditions. Each biller requires certain information from you as part of the registration process to validate you as their customer. You will need to have a previous bill handy when you begin registration.
Once you have supplied the necessary information, please check that it is correct before submitting it. Suncorp will then send your registration request to your biller.
A response from the biller should be received within 2 working days to your registration request. The status' for each registration request can be viewed on the biller details screen.
Check Bill Registration Status
At any time you can check to see how each of your registration requests are progressing by going to the 'biller details' screen.
All your bill registrations are shown here.
Each bill registration has a status. These can be Active, Pending, Rejected, Deactivating or Deactivated.
For all active bill registrations, you will be able to amend your custom name. The notification method can be changed when status is Active and your Biller does not need to provide you with a mandatory email.
The initial status of your registration is Pending. Once your biller has processed the request, the status will change to Active or Rejected. The biller will usually provide a short explanation if the status is Rejected.
If you or the biller request to opt-out of BPAY View, the status will become Deactivating.
You can change some details of active bills from this screen.
- The custom name can be changed.
- The notification method (this cannot be changed for some bills)
To de-register an active bill, click Delete.
If a registration request is rejected, you can retry this registration.
Notification of a New Electronic Bill
There are two options for notification of Bpay View bill summaries:
- Login only. If a bill summary has arrived since you last logged into Internet banking a notice will appear on your welcome screen advising that a new bill summary has arrived.
- Email and login. An email will be sent to your primary Internet banking email address for all new bill summaries received for this bill registration. You will also receive messages at your next Internet banking login screen.
Some bills may require mandatory email notification to meet a Biller's legal obligations, and you will not be allowed to choose option a). For all other bills Suncorp offers you a choice of either option.
If you change the address for notification emails, your primary Internet banking email address will also change. If you do change your email address you will need to inform us to continue receiving bill notifications.
Managing your Bill Summaries
When you are notified about a new bill, you can go directly to the Bill Summaries screen. You can also go there from the menu at the left of Internet Banking at any time.
This screen shows the most recent bill received at the top of the screen. You also have the option to sort by bill due date if you prefer.
Each line shows summary information for a bill. To see more details, click on the Bill description or the action "View additional bill information".
Bills will remain in this list until the expiry date (determined by your biller).
Bill Details
Additional details of your bill summaries are available here.
From here you can:
- View electronic bill. This shows you an electronic version of the bill. If your computer allows it, you can print it out, or save an electronic copy. We recommend that you view your bill before taking any other action. If there are problems with this bill, please contact your biller.
- Pay bill Using Suncorp's BPay transaction. Details of the bill will be filled in for you, making the payment process simpler.
Mark as Paid. Allows you to manage the status of your bills. Please be aware that this information will not be communicated to your biller. - Move to archive. Allows you to manage your bills. This action can be reversed later if necessary.
Bill Reminders
If your biller sends a bill reminder or bill override these will be displayed with a 
red information symbol.
- Bill overrides will replace the original bill summary.
- Bill reminders will be displayed in addition to the original bill summary.
Bill Archiving
All bill summaries received by Suncorp will remain accessible via either your bill summary or bill archive screen until the bill expiry date. The bill expiry date is set by the biller and is not the same as the bill due date. Bill summaries will usually be accessible until the next bill arrives.
There will be no notification of bill summaries being removed from either of these screens. Management of bills for payment or record keeping purposes is your responsibility. If you need a copy of an expired bill, you must contact your biller. Some billers may charge for this service.
If you have archived a bill in error you do have the option to move this bill back to Bill summaries under the "Action" column.
BPAY View® FAQs
Why did my registration fail? What do I do now?
Is BPAY®View Safe?
When will I receive my bills through BPAY®View?
What does a BPAY®View bill look like?
What if I require a paper copy of my BPAY®View bill?
Do I have to pay BPAY®View bills through BPAY®?
How will I know if I have paid a BPAY®View bill?
Can I use my BPAY®View bill as a tax record?
Who do I contact if I wish to query the bill?
Will I still receive a paper bill?
On the Additional Bill Information Screen what is the 'Previous Balance'?
On the Additional Bill Information Screen what is the 'Current Balance'?
Why did my registration fail? What do I do now?
The biller details screen shows the status of your bill, and may give a reason for the failure. If you require more information on why your registration request was unsuccessful you will need to contact the biller directly.
The most common reason is an error in typing the required details exactly as they appear on the bill and as per the instruction text on the registration page.
You can retry the registration (from the biller details screen), or contact your biller for assistance.
Is BPAY®View safe?
BPAY®View is offered with Suncorp's secure environment for Internet Banking.
When will I receive my bills through BPAY®View?
Your normal billing cycle will continue once you have registered with BPAY®View. You can expect to receive your BPAY®View bills at approximately the same time as your current paper bills.
What does a BPAY®View bill look like?
There are two levels of bills with BPAY®View. The presented bill through your Internet banking session with Suncorp will show you bill summary information. The information displayed is key information that has been extracted from your full bill. If you want to see the full bill you need to choose Additional Bill Information under your bill Summary page and then the option to view the bill with the biller.
What if I require a paper copy of my BPAY®View bill?
If you require a paper copy of your BPAY®View bill, you are able to print a copy of your detailed bill. If a printed copy of your BPAY®View bill will not suffice, you can contact your biller to request a hard copy of the bill. Some billers may charge for this service.
Do I have to pay BPAY®View through BPAY®?
With BPAY®View you can make a payment through any of the options the biller provides, as shown on your detailed bill. BPAY® is one of those options, and it is made even simpler via BPAY®View. As proceeding to pay your BPAY®View bill with BPAY® will provide you with all relevant information prepopulated in this screen.
How will I know if I have paid a BPAY®View bill?
You are responsible for marking a bill as paid. This can be completed through the Additional Bill Information screen, which runs off the bill summary main page.
You can also view transaction histories for your accounts to see details of previous payments, or view future payments. These options can be found on the menu.
Can I use my BPAY®View bill as a tax record?
BPAY®View bills may be retained in electronic form for income tax purposes. The ATO states that a printed copy of a BPAY®View bill, in addition to either a bank statement confirming the payment date and amount or a payment receipt issued electronically by BPAY®, is sufficient for an individual to substantiate a work-related expenses claim to the ATO.
So generally, a combination of a BPAY®View bill and an official printed confirmation of electronic payment or a bank statement showing the amount and date of payment, is acceptable for tax records. There may be additional requirements for business BPAY® customers. Please contact the ATO or your tax adviser if you require more information.
Please note that you will need to ensure that you print a copy of the electronic bill before the bill expiry date. This date is when the biller will no longer present the bill for viewing.
Who do I contact if I wish to query the bill?
You need to contact the biller directly.
Will I still receive a paper bill?
This will depend on the biller.
On the Additional Bill Information Screen what is the 'Previous Balance'?
The previous balance is the amount of your last bill. Should you require further information, please contact your Biller.
On the Additional Bill Information Screen what is the 'Current Balance'?
The current balance is the amount owing on that bill. Should you require further information, please contact your Biller.