Password reset and login support

You can find your Customer ID in the welcome email from Suncorp Bank or recover it online by following the steps below.

To find your Customer ID:

1. Go to the Internet Banking log in screen and click on ‘Forgot your Customer ID?’
2. Enter your details and follow the prompts.
3. We’ll send a verification code to your registered mobile number. Enter the verification code and your Customer ID will be displayed on the screen.

You can change your online banking password at any time.

If you can't log in, you'll need to use the password reset feature instead

To change your online banking password in Internet Banking:

1. Log into Internet Banking. 
2. Click on ‘Settings and Security’ on the left-hand menu.
3. Under the ‘Security’ tab, click on ‘Change password’ and follow the prompts.

To change your online banking password in the Suncorp Bank App:

1. Log into the App.
2. Tap ‘More’ on the App’s menu bar and select ‘Security’.
3. Tap ‘Change password’ and follow the prompts.

To help keep your account secure, your password must be at least 8 characters long and contain at least:

• one upper-case letter
• one lower-case letter
• one number
• one special character (e.g., #&%)

Your password must not include personal details, such as your name or date of birth.

• Suncorp Bank will never ask you to share your online banking password or any other password including one-time passwords (OTPs) we send by SMS. Do not disclose passwords to anyone, not even a caller claiming to be from Suncorp Bank or another organisation. 
• Always choose 'easy to remember, but hard to guess' passwords that have a mix of numbers, upper- and lower-case letters and special characters (e.g., #&%).
• Never include sensitive or personal information such as your name or date of birth.
• Do not use the same unlock code for unlocking your phone from its home screen and for the Suncorp Bank App.
• You may record your secret access codes (i.e. your Telephone Access Code, Customer ID or online banking password), to help you remember them but they must be reasonably disguised so it isn’t obvious to another person what these records contain.
• Do not keep your Customer ID or your password written down together.
• Do not enable your browser to save your Internet Banking login details. This is particularly important when using a public or shared computer.
• The Suncorp Bank Secured App  can help add an extra level of security for your account if you choose to use it.

You only get three attempts to log in. If you exceed this, your online banking access will be locked. To unlock your access, you'll need to reset your password.

• If you’ve recently changed your password in Internet Banking, you can try clearing your browser’s cookies and cache. Visit your browser provider’s website for instructions:
  • Google Chrome
  • Apple Safari  
  • Microsoft Edge
  • Mozilla Firefox
• Once you’ve cleared your cache, restart your browser and use the address bar to visit Internet Banking rather than a Favourite or Bookmark.
  
• Check that you’ve entered your password correctly. Make sure Caps Lock is off and there are no extra spaces.
• If you’re using a Token Code to login, make sure there’s enough time remaining for the site to finish loading before the Token Code changes.
• Make sure your Internet browser is up to date or try logging in on a different browser.
• If you were given a temporary password, you only have 24 hours to log in and change it. After this, you’ll need to reset your password again.  

To help protect you from fraud, your online banking access will be locked after three failed login attempts. If you’re locked out, you’ll need to reset your password before you can access your account again. 

If you don’t have a registered mobile number or you’re still having issues, you’ll need to contact us on 13 11 75 to reset your password.

We’ll provide you with a temporary password you can use to login. You’ll need to log in and change this within 24 hours.

If you use a Security Token to login, you’ll need this when you call. Otherwise we won’t be able to reset your password. 

Suncorp Bank will never ask you for your Internet Banking password.   

Save time in the future by adding a mobile number to your account:

1. Log in to Internet Banking.
2. Click ‘Settings & Security’ in the left-hand menu.
3. Select the ‘Update Contact Details’ tab at the top.
4. Enter your mobile number in the ‘Mobile Phone’ field and submit.

You’ll get a secure message to confirm the changes have been made within 2-3 business days.