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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

1. Select Security Token from the left hand menu
2. Read the Terms and Conditions
3. 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
4. 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

1. Select Security Token from the left hand menu
2. Click the Activate button
3. Accept the Terms and Conditions
4. 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)
5. 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

Replacement Security Tokens

Customers who currently use a security token may need to order a replacement token if you obtained one when they were first available. Security tokens have a 5 year licence and to continue to logon and process transactions that require a token, you'll need to order another one.

 Your token expiry date can be viewed by looking on the back of the token.

 Suncorp Bank will provide customers 90 days notice that they need to re-order a token via Internet Banking (see example screen shot below).

How to Order a Replacement Token

1. When you logon to Internet Banking, you'll see an icon similar to the one above indicating that you're token will be expiring. 
2. Click on the icon
3. You'll be taken to the token order screen
4. Check to see if your address if correct. If your address is changed, please call us on 13 11 75
5. Nominate the account that you wish to have the $20 token processing and programming fee assigned to. If you don't have any accounts appearing in your list, call us on 13 11 75.
6. Click Order Token
7. Your new token will be mailed to you in approximately 3-7 working days. Instructions on how to activate your token will be included in the mailed token pack.

Replacement Token Frequently Asked Questions

Q: My token is due to expire, how do I renew it?

You’ll receive an automatic notification via Internet Banking in the ‘My Alerts’ section that will inform you it’s set to expire. You’ll need to follow the prompts and select the account you wish to have the $20 debited from.

Q: Why do I need to renew my token?

Each token is programmed to expire on a particular date to ensure it remains secure. 

Q: Why am I being charged $20 to renew my token?

To ensure added security, each token is programmed with an expiry date. A charge of $20 covers the process of renewing and programming the new token. The token will then last another five years – giving you an extra layer of security when using Internet Banking. 

Q: I don’t have a Suncorp Bank account for the token to be charged to, what should I do?

If you don’t have a Suncorp Bank account (but have other Suncorp products), you should phone 13 11 75.

Q: What happens if I don’t renew my token?

If you currently have an activated token and you don’t renew it, you will be unable to logon to Internet Banking after the expiry date. You will need to contact the Banking Call Centre on 13 11 75 to cancel the token. 

To continue using Internet Banking to make BPAY payments (over $5,000 per day), transfer money externally or process business payments, please order an External Transfer Password from the Online Banking team in the Banking Call Centre.

Please note your maximum daily limit using an ETP is $5,000 even if you’re currently on a higher daily limit with your security token.

Q: Where can I find the expiry date on the token?

The expiry date can be found on the back of your security token. 

Q: How long will it take to receive a replacement token?

Replacement tokens will be distributed within three to seven working days once you’ve ordered a new token via Internet Banking.

Q: Can I make International Money Transfers if I decide not to renew my token?

No, due to the high risk of International Money Transfers, you’re required to use a security token. You will need to renew your token to make International Money Transfers.

Q: What happens if I received a token for the first time last month?

If you have just received your token, it will expire in five years time. You can check the expiry date on the back of it.