Internet Banking FAQs

Mobile Banking on the Suncorp Bank App allows you to do many of the things you would usually do via Internet Banking, but on your mobile. This includes transferring money, checking account balances, paying bills and managing cards. For more information on what kinds of transfers you can do using Mobile Banking, check out this useful FAQ.

To ensure the highest level of security standards, we only support phones that use SSL encryption.

You can send enquiries and requests via secure messaging through Internet Banking. Once we receive your message, one of our consultants will usually reply within two business days. To compose a new secure message:

1. Log in to Internet Banking, head to the left-hand menu and click ‘Secure messages’.
2. Click ‘Compose new message’, and select a subject from the drop-down menu.
3. Type your message and click ‘Send’.

Secure messages are protected, so no one else will be able to read your message.

If you’re having trouble accessing Internet Banking online, try:

• Re-typing the address. Please make sure you’re typing suncorpbank.com.au into your web browser, and not using an old website address you may have saved elsewhere.
• Updating your browser. If your browser isn’t up to date, you may not be able to perform certain transactions or view content. We recommend: Microsoft Edge or above, Google Chrome 65 or above, Mozilla Firefox 59 or above and Safari 11.03 and above.
• Clearing the cookies and cache in your Internet browser, then try again.
• Using a different Internet browser, such as Firefox or Chrome, and see if the error continues.

We recommend regularly updating your browser to the most recent version to ensure the best experience and latest security when visiting Suncorp Bank online.

You can see how much interest you’ve earned via Internet Banking and the Suncorp Bank App.

Via Internet Banking

1. Log into Internet Banking.
2. Select ‘My Interest’. From there, you can view the interest earned on each of your accounts for the current and previous financial year.

Via the Suncorp Bank App

1. Log into the App.
2. On the main Banking screen, tap on an interest-earning account, then tap on ‘Account Details’. From there you can view the interest earned on this account for the current and previous financial year.
3. From the ‘Account Details’ screen, you can also tap on ‘View full interest summary’ to view the interest you’ve earned on all of your interest-earning accounts during the current financial year.

A balance alert notifies you via email when your account balance goes over or falls below a certain amount, or if you’re within $100 of your credit card limit. The notification will be sent to the email address you’ve registered with us. If you need to update your email address, you can do this through Internet Banking. Find out how.

To set up a balance alert for your account, simply log into Internet Banking, and then click the balance alert icon to the right of the account you want to set up an alert for. To delete a balance alert, click on the balance alert icon next to your account and follow the same steps.

If you have an eligible account, you can easily switch from paper statements to eStatements at any time through Internet Banking or the Suncorp Bank App.

Please note, if your account is in joint names or has more than one party attached to it, all parties will have to switch over to eStatements to ensure paper statements are no longer posted.

You can access any eStatements issued since 1 July 2013 in Internet Banking or the Suncorp Bank App. Simply log in to Internet Banking and select ‘eStatements’ from the left hand menu to see a list of available statements.

You can also do this in the Suncorp Bank App by selecting the account then tapping ‘eStatements’. You’ll need to add your account to the Suncorp Bank App if you haven’t done so already.

You’ll still be able to view your eStatements for closed accounts in your Internet Banking, if you chose to receive eStatements when the account was open.  

eStatements are available two days after the last day of the month and can be viewed in Internet Banking or the Suncorp Bank App. We’ll let you know once a new eStatement is available by sending a notification to your nominated email address.

You’ll still be able to view your eStatements for closed accounts in your Internet Banking, if you chose to receive eStatements when the account was open.  

You’ll only see eStatements that you have rights or access to. If you think you should have access to eStatements, simply give us a call on 13 11 75.

If you’re an existing Suncorp Bank customer, you can request to open the following account types in Internet Banking or the Suncorp Bank App:

Personal:

• Everyday accounts
• Savings accounts
• Term deposits (open and/or renew)
• Home loans
• Suncorp Bank Clear Options Credit Cards
• Suncorp Bank PayLater

Business:

• Transaction accounts
• Saving accounts

How to open bank accounts via Internet Banking:

• Log into Internet Banking and select ‘Open new account/loan’.

How to open bank accounts via the Suncorp Bank App:

• Log into the App and tap on ‘Open new account’ from the main Accounts tab.
• Then tap ‘Open a new account or product’. 

There could be two reasons why your account isn’t listed on your account balances page:

1. The account isn’t linked to Internet Banking. To add it, select ‘Add account’ at the top of the balances screen, and fill in your account details.
2. The account isn’t in your default profile. For example, this could be your business account listed under a different name/profile. You can add the account by following the same steps as above.

If your account is still not showing, please contact us so we can try to resolve the issue.

To see your current interest rates, select your account type from the list below:

• flexiRates
• Term Deposits
• Savings Accounts
• Everyday Accounts
• Home Loans

You can give your main transaction account and sub-accounts nicknames, like ‘Holiday’ or ‘Bills’.

To do this via Internet Banking, simply:

1. Log into Internet Banking and go to ‘Manage Accounts & Cards’.
2. Select ‘Change’ next to the designated account name and type in your new account name.

Via the Suncorp Bank App, simply:

1. Log into the App and tap on the transaction account you want to rename.
2. Tap on the '...' icon to the right of the account name.
3. Tap ‘Edit Account Name’ and type in your new account name.

A recurring transfer (also known as a regular or automated transfer or payment) is a periodic payment between your own accounts or to an external account that you set up via Internet Banking or the Suncorp Bank App. Transfers can recur on a weekly, fortnightly or monthly basis. Osko is not available for recurring payments.

Via Internet Banking:

• Non BPAY® payments

1. Log into Internet Banking and select ‘Transfer Money’.
2. Select the type of transfer you want to make (‘My Account’ or ‘Pay Someone’ transfers are eligible for recurring transfers).
3. Select the account and amount of your transfer. Under ‘When’, choose ‘Recurring’, then set the frequency and start/end dates.
4. Review and click to confirm.

• BPAY® payments

1. Log into Internet Banking and select ‘BPAY – Pay Bills’.
2. Choose the type of BPAY payment (new, tax or multiple). Then select the account, enter the BPAY Biller Code/Customer Reference and the payment amount.
3. Under ‘When’, choose ‘Recurring’, then set the frequency and start/end dates.
4. Review and click to confirm.

You can view and cancel any recurring payments you’ve set up from Internet Banking’s ‘Transfer Money’ page (non-BPAY) or the ‘BPAY – Pay Bills’ page. Look for these under ‘Future Dated Transfers’ near the bottom of these pages.

Via the Suncorp Bank App:

1. Log in to the Suncorp Bank App
2. Tap on the ‘Transfer’ icon in the menu bar and choose the type of transfer you want to make (‘Transfer’, ‘Pay Someone’ or ‘BPAY’).
3. Choose the account from which you want to set up a recurring transfer.
4. Under ‘When’, choose ‘Recurring’ and set the frequency and start/end dates.
5. Review and tap to confirm recurring payment details on the' Confirm Payment' screen.

You can view, edit or delete any recurring payments you’ve set up by tapping on ‘Scheduled payments’ from the Suncorp Bank App’s Accounts tab.

A regular payment is a recurring transfer from your credit card, debit card or bank account for an ongoing service provided. A regular payment could be a Direct Debit from your account, or a recurring payment from your credit or debit card.

When a transaction is pending on a Visa Card, we’re unable to prevent that transaction from being deducted from your account. However, if a transaction is finalised through your account, you can dispute it by completing a Visa dispute form.

If the payment is being held in error, the merchant may not finalise the transaction and the amount may be returned into your account automatically. It generally takes up to 10 business days for the authorisation to be released back to the account, although this time period may be longer depending on the type of merchant that has processed the transaction.

To pay regular bills you can make automated, regular payments or withdrawals from your account, debit card, or credit card.

To set up a regular payment (direct debit or recurring payment), you must give authority to your service provider (not Suncorp Bank) to regularly debit your account as agreed with you.

You can set up recurring transfers by:

• Logging on to Internet Banking and visiting the ‘Transfer Money’ area, then
• Setting up a transfer in the ‘Timing’ section and choosing the ‘Recurring payment’ option

Future-dated or recurring transfers are ‘initiated’ on the day you selected, but the funds may not be available until the following day. The funds may take up to 48 hours to reach another financial institution.

If the transfer is unsuccessful, you will receive an email notification. You can log on to Internet Banking and read your secure message to determine which transaction was unsuccessful. 

We’ll try, but it depends on your circumstances. If your transaction or money transfer date was set to ‘immediate’, please contact us right away and we’ll attempt to reverse the payment for you.

Unfortunately, we’re unable to reverse a BPAY® transaction in Internet or Mobile banking. Please don’t try and repeat the same process with a new transaction, this will register as two separate transactions. You may have to contact the Biller to notify them.

If your transaction was set up as a recurring or future dated transaction, you can go into the transfers or BPAY® section of Internet Banking and cancel the transaction in the ‘future dated’ table.

Recurring Payment instructions using a Suncorp Bank Visa debit card or Suncorp Bank Clear Options Credit Card is processed through the Visa card payment system, whereas a Direct Debit is set up on your Suncorp Bank account, and authorised by Suncorp Bank.

Contact your service provider if your card number changes or contact Suncorp Bank if you wish to change the account your regular payment is paid out of.

It is your responsibility to update your service provider with new information if your card expires.

If you have recently switched banks to Suncorp Bank and wish to obtain a list of regular payments set up on your old accounts at another institution, you can use our Account Switching self-service tool in Internet Banking. Learn more about the Account Switching tool.

It’s important to keep enough funds in your account to cover automated instructions so your account maintains a positive balance.

To cancel a direct debit linked to your transaction or savings account you can contact us. To cancel a recurring payment linked to your Suncorp Bank Clear Options Credit Card or Suncorp Bank Visa Debit card you must contact the service provider the recurring payment was established with.

You can change the frequency of your recurring payments at any time. Simply log in to Internet Banking and select ‘Transfer Money’, and then click the ‘Edit’ button next to the relevant transfer.

To change the frequency of your home loan repayments from funds stored in a Suncorp Bank account, log in to Internet Banking and select ‘Edit’ in the ‘Transfers’ tab.

If you have a direct debit set up from your Suncorp Bank account or an external bank account, or you’re repaying your home loan from an external bank account, you’ll need to contact us to change your repayment frequency.

Mobile Phone Banking allows you to:

• View account balances on your registered accounts
• See the last 180 transactions from your accounts
• Transfer money to your accounts and other bank accounts which can be set up as immediate, future dated or recurring
• Pay BPAY bills and view bill summaries, and
• Approve business payments, if you’re a business payments credit user

To arrange a direct debt from your Bank Account, simply give these payment details to the organisation involved with the payment:

• the name of your financial institution: Suncorp Bank
• your name as it appears on your account
• your account number
• our BSB no. 484-799

Accounts such as joint business accounts that require two or more signatories to authorise a transaction can access and manage these authorisations from:

> the desktop site of Internet Banking

and

> the mobile site of Internet Banking, accessed from the Suncorp Bank App.

Appropriate signatories will receive an email and a secure message in Internet Banking prompting them to review and authorise the transaction. If a transaction hasn’t been authorised on or before the transaction date requested, it will not be processed and will be deleted from Internet Banking.

A future dated transaction is one that you schedule to happen in the future, rather than immediately. Future dated transfers will be initiated on the day you’ve chosen, however the funds can take up to 48 hours to reach another financial institution.

You can set up future dated transactions via Internet Banking or the Suncorp Bank App.

Via Internet Banking

• Non-BPAY® payments

1. Log into Internet Banking and select ‘Transfer Money’.
2. Select the type of transfer you want to make (‘My Account’ or ‘Pay Someone’ transfers are eligible for recurring transfers).
3. Select the account and amount of your transfer. Under ‘When’, choose ‘Recurring’, then set the frequency and start/end dates.
4. Review and click to confirm.

• BPAY® payments

1. Log into Internet Banking and select ‘BPAY – Pay Bills’.
2. Choose the type of BPAY payment (new, tax or multiple). Then select the account, enter the BPAY Biller Code/Customer Reference and the payment amount.
3. Under ‘When’, choose ‘Recurring’, then set the frequency and start/end dates.
4. Review and click to confirm.

You can view and cancel any recurring payments you’ve set up from Internet Banking’s ‘Transfer Money’ page (non-BPAY) or the ‘BPAY – Pay Bills’ page. Look for these under ‘Future Dated Transfers’ near the bottom of these pages. 

Via the Suncorp Bank App:

1. Log in to the Suncorp Bank App
2. Tap on the ‘Transfer’ icon in the menu bar and choose the type of transfer you want to make (‘Transfer’, ‘Pay Someone’ or ‘BPAY’).
3. Choose the account from which you want to set up a recurring transfer.
4. Under ‘When’, choose ‘Recurring’ and then set the frequency and start/end dates.
5. Review and tap to confirm recurring payment details on the' Confirm Payment' screen.

You can view, edit or delete any recurring payments you’ve set up by tapping on ‘Scheduled payments’ from the Suncorp Bank App’s Accounts tab.

You can find a 30 day transaction history by logging in to Internet Banking and clicking the account name. For a more detailed search:

• Click on the account and go to ‘Transaction history’.
• Select ‘Advanced search’.
• Choose your search filter options to find a particular transaction.

If your payment to someone is successful, you’ll get a screen receipt with the transaction details, including the reference number. 

Your Internet Banking CID (Customer ID) is the number given to you when you register for Internet Banking, which you’ll need to enter every time you log in. Your CID is different from your account number.

If you’ve forgotten your CID, simply head to the Internet Banking log in page and click on the link that says ‘Forgot your Customer ID?’. From there, you’ll be asked to provide some details to verify your identity (such as your name and date of birth).

After you’ve filled in your details, follow the prompts to get a verification code sent to your registered mobile number. Once your details are all verified, your Customer ID will be displayed on the screen.

If you don’t have a registered phone number with us, please contact us or visit a Suncorp Bank branch.

If you’ve forgotten your Customer ID, simply head to the Internet Banking log in page and click on the link that says ‘Forgot your Customer ID?’. From there, you’ll be asked to provide some details to verify your identity (such as your name and date of birth).

After you’ve filled in your details, follow the prompts to get a verification code sent to your registered mobile number. Once your details are all verified, your Customer ID will be displayed on the screen.

You can reset your Internet Banking password online. You’ll need your Customer ID (CID) and a registered mobile number.

If you’re having difficulty resetting your password or logging in please check our Internet Banking password and log in support page.

After opening an account, you can register for Internet Banking. After you’ve registered and you’ve received your Customer ID, you can start adding your accounts and cards. Go to ‘Manage my accounts’, enter the account or card number and click ‘Add’.

If you’d like to cancel your Internet Banking account, please contact us.

To add an account to Internet Banking, go to ‘Manage My Accounts’, enter in the account or card number, and click ‘Add’. 

To cancel your Internet Banking registration, you’ll need to contact us so we can delete your Internet Banking Customer ID.

You can bank from your mobile by downloading the Suncorp Bank App.

To protect your personal information, Internet Banking will automatically log you off if there has been no activity for 15 minutes. If you wish to continue, simply log back on.

A Security Token Code is a randomly generated code that’s required to complete certain high-level transactions and add an extra layer of security to your payments. For example, in order to change your daily limit or transfer more than $3,000 from your account per day, you’ll need a Security Token Code. You can generate one quickly using the free Suncorp Bank Secured App.

If you don’t have a compatible smart phone or aren’t able to use Suncorp Bank Secured App please give us a call on 13 11 75 to order a hard token.  Please note that this can take a few weeks to be delivered and does cost $20.