Internet Banking Frequently Asked Questions
What is Internet Banking?
Internet Banking is Suncorp’s online banking service from which you can access your personal banking account details and transact.
Is it safe to use?
Yes, Suncorp's Online Banking facility is safe to use. Suncorp utilises measures such as SSL encryption to maintain the security of your information.
Can other people see my details?
No, you will access them with your own private password, just like a PIN.
What type of transactions can I do?
Internet Banking provides the following features:
- Account balances
- Recent transaction history
- Bill payment, both immediate and future dated
- Funds transfer to any Suncorp deposit account, home loan or personal loan
- Balance notifications to advise you when your accounts reach specified limits
- Secure messages to be able to discuss your finances with us in a secure manner
- Payment of Insurance Premiums
- Home Loans
- Personal Loans
- Small Business Loans
- Commercial Banking Loans
- Equipment Finance Facilities
How do I register?
If you are already a registered Suncorp Phone Banking user, then you will be able to use Internet Banking straight away.
Simply to go to the Internet Banking home page then click on the “New Users” button and follow the directions for registering.
If you are not a registered Phone Banking user, please call 13 11 25 and select option "2".
What is a Security Token?
A Security Token is a small electronic device that generates a random code every 60 seconds that you use with our Internet Banking service.
The random code is used with your Internet Banking Customer ID and Password when you log into Internet Banking and replaces your External Transfer Password (ETP) once the Security Token is activated.
What happens if I forget my Internet banking Password?
If you have forgotten your Internet Banking Password, please call 13 11 55. Once you have been identified, your Internet Banking Password will be reset by one of our consultants.
What happens if I forget my Customer ID?
If you have forgotten your Customer ID, please call 13 11 55. Once you have been identified, you will be advised of your Customer ID by one of our consultants.
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, it will be necessary to visit a Branch or use Phone Banking in order to complete your transaction.
What do I do if I am currently not a Suncorp customer?
To use Internet Banking you must be a Suncorp customer.
If you are not a Suncorp customer, becoming one is as easy as applying online for one of our everyday transaction or savings accounts, visiting a branch or calling 13 11 55,(where one of our Sales Consultants will take you through our wide range of products and services to help you find the one that is right for you).
Can you show me how Internet Banking works?
Our Internet Banking demo gives you a preview of some of the functionality available to you.
This preview is by no means the full functionality on offer with Internet Banking, but instead provides a snapshot to show you some of things that you will be able to do.
To view our Online Access demo, click here.
What software do I need to be able to use Internet Banking?
You will need access to secure computer equipment (which includes mobile phones) with suitable software that includes a web browser that supports 128 bit SSL, cookies and Javascript.
Javascript is not required for Mobile Phone Banking. The web browser and the supporting software used to access Internet Banking must be must be supported by the software vendor (e.g. Internet Explorer is supported by Microsoft).
Suncorp will provide no support or warranty if Internet Banking is accessed using software no longer supported by its vendor.
You will need access to secure computer equipment with suitable software to access Internet Banking. This may include but is not limited to:
- installing reputable firewalls, anti-spam or anti-virus software;
- regularly installing vendor supplied security patches;
- limiting the installation of software from unknown sources; and
- requiring users of the computer equipment to follow secure computing use guides.
See http://www.suncorp.com.au/suncorp/security/protecting_your_computer.aspx for help.
Can I use Internet Banking while I am overseas or interstate?
Yes, you can access Internet Banking using any secure computer equipment, in any country with Internet access.
For Internet Banking accessed by a mobile phone (Mobile Phone banking), your mobile phone must be connected to international roaming.
Additional carrier charges may apply for web access to the Mobile Phone banking whilst overseas.
Please contact your mobile phone carrier for activation of international roaming and for details of any associated fees and charges.
Is my browser compatible?
You will need access to secure computer equipment (which includes mobile phones) with suitable software that includes a web browser that supports 128 bit SSL, cookies and Javascript.
The web browser and the supporting software used to access Internet Banking must be must be supported by the software vendor.
Suncorp will provide no support or warranty if Internet Banking is accessed using software no longer supported by its vendor.
Can I transfer funds to an account at another financial institution?
Yes you can. To do this you need apply for either an external transfer password (ETP) or Security Token.
Applications for each security measure can be located under Security on the left-hand menu of Internet Banking.
Once you have obtained either an external transfer password or Security Token you will be able to perform transfer to other financial institutions.
Will Internet Banking transfers I make with "immediate" timing take effect immediately?
Funds transferred (with "immediate" timing) outside of business hours may not be available to cover automatic transfers, direct debits or cheques until the next business day.
Profiles - what are they and how do I use them?
Profiles help you group your accounts for more effective Internet banking. For example, you could group your personal accounts in one profile, and have your business accounts in another profile.
This way, you only see the accounts that are relevant to a particular group or purpose. If you do not need to group your accounts then the default profile can be used to view all of your accounts.
Profiles may also have separate and different email addresses from the original default email addresses provided to further assist you to manage your Internet banking needs.
When you first start using Internet banking, you are given a default profile.
You can create up to 10 profiles with a maximum of 20 accounts linked to each profile. An account can be added to more than one profile.
Business Payments - what are they and how do I set one up?
Business payments allow you to transfer from one account to many accounts and are useful for regular multiple transfers, such as your payrolls.
You can transfer money to your own accounts, to third party Suncorp accounts or to accounts with other financial institutions.
An external transfer password (ETP) or Security Token is required in order to use this service.
You can set-up a business payment manually or you can import a BECS (Bulk Electronic Clearing System) file. An APCA (Australian Payments Clearing Association) Id is required in order to use this service.
Once you have set up a business payment, you can save it as a template and use it as a basis for a new business payment. You can save up to 10 Business Payments templates.
2 to Sign - what is it and when would it apply?
2 to Sign means that your account has more than one account owner, and the account is setup so that 2 signatories are required to conduct a transaction.
As an example, a future dated funds transfer (setup by an account owner) awaiting approval will be flagged as an action on entry to Internet Banking for all signatories when they sign on to the system.
Only one signatory is required to authorise the transaction, however, the transaction will not be successfully processed until it has been authorised by two signatories.
If the transaction is authorised by mobile phone, authorisation from the second account signatory can only occur through Internet Banking on a COMPUTER.
Once authorised the initiator will be notified by secure message that the transaction has been successful.
Can I download transactions?
Yes, you can download your transaction history as a file suitable for importing into personal financial management software such as Microsoft Money, Quicken or in an ASCII file format, which can be imported into programs such as Microsoft Excel®.
Which accounts will I be able to access?
In addition to deposit accounts, you now have access to a broader range of Suncorp accounts including home, personal, small business and commercial banking loans, guarantees and equipment finance facilities.
How secure is my information?
The information will be sent to us from your computer using 128-bit encryption. In the financial world 128 bit encryption it is considered to be the safest level for financial data and is the level of encryption used by banks all over the world providing this type of service.
How do I ensure maximum security?
There are a number of ways that you can maximise your Internet Banking security:
- Follow Suncorp's Top 3 Online Security Tips:
- Protect your secure computer equipment - always make sure you have the latest anti-virus and firewall protection applicable for your secure computer equipment. Apply the latest updates and security patches to your operating system and Internet browser.
- Be password smart - always choose 'easy to remember, but hard to guess' passwords, and change them regularly.
- Know how to spot online fraud - be wary of emails from people you don't know or trust. Delete any emails you think are suspicious. Never provide your personal or security details in response to any email - Suncorp will never request this information from you via email. Always scan any new programs or files for viruses before you open, install or use them.
- Don't voluntarily disclose your Internet Banking Customer ID and secret access code to anyone.
- Make sure that no one is watching you type your Internet Banking Customer ID and Internet Banking Password when you logon.
- Don't leave your Internet Banking session running when your computer is unattended.
- When you have finished your Internet Banking session, be sure to click on the log off link in the left hand navigation menu to end your session properly.
- If you suspect that someone knows your Customer ID and Internet Banking Password, logon immediately and change your Internet Banking Password by clicking on Internet Banking Details from the Service Centre menu at the top of the screen. Alternatively, please call us on 13 11 55.
- By applying for a Security Token you can add an extra layer of security to your Internet Banking. The application can be located within the Internet Banking Service Centre.
Can I ask somebody to confirm what I think my Internet Banking Password is?
No. We cannot view your Internet Banking Password on our banking system because it is your private password.
If you forget your Internet Banking Password you will need to call us on 13 11 55 and one of our Internet Customer Service Representatives will take you through the process of selecting a new Internet Banking Password.
