Internet Banking Frequently Asked Questions

1.

How do I register for Internet Banking?

New Users

• If you are not already a registered phone banking user, please call 13 11 25 and select option 2.

Phone banking users

• If you have registered for phone banking and know your telephone access code, (TAC) you can register for internet banking straight away.
• You will need your account numbers you wish to see online, your TAC and a valid email address.

If you have forgotten your existing ID or password information, call 13 11 55 to be identified and have your password reset.

2.

What computer settings does Internet Banking work with?

Recommended Browsers

• Internet Explorer 5.5, 6, 7
• Mozilla Firefox 1.5 and 2.0
• Safari 2.0

Operating Systems

• Windows XP with Service Pack 2
• Windows Vista
• MAC OSX
• It is not recommend accessing Internet Banking using Windows 95, 98 or Me as they are not longer supported by Microsoft and may not be fully secure.

Make sure your operating system and web browser are up to date by accessing http://windowsupdate.microsoft.com or http://www.apple.com/support for OS X.

Resolution

• Suncorp Internet Banking and the Suncorp website are best viewed at 1024x768 pixels or higher. For windows users, this can be changed via: control panel / display / settings.

3.

How do I make the text bigger in Internet Banking?

• You can use the increase text font feature in Internet Banking
• Depending on your browser you can increase the size of the text typically under ‘View’
• If you have a scroll wheel mouse, hold down control on your keyboard and scroll to change the size of text.

4.

How do I transfer funds to another bank?

Transferring funds to another bank is called an external transfer. In order to complete an external transfer there are a few things you will need:

External Transfer Password

• This is a special code given to you to enter each time a transfer outside of Suncorp is completed. It is an added measure of security to ensure your funds are safe.
• To apply, click on External Transfer Password in Internet Banking.
• Once completed, you will need to contact us so that we can identify you. Once completed, the password will be mailed to you within 5-7 working days.
• If you need to complete a transfer in the interim, you can easily do this at any of our branches.

Daily Limit

• Check your daily limit of how much you can transfer each day.
• The default limit for users is $5000.
• To increase your limit, click on My Details in Internet Banking.
• If you wish to have a limit higher than $10000 you will need a Suncorp Security Token.
  More information on security tokens

5.

How long do transfers take to process?

• Transfers to your own Suncorp accounts completed within business hours are generally processed immediately.
• Transfers to external accounts and BPAY payments may not be received by the recipient bank/biller until 1-3 days after completion.
• Transfers to overseas accounts via Global Payments may take between 2-5 business days to reach the recipient bank.
• To ensure payments are received on time, particularly BPAY payments, it is recommended to send the BPAY 1-3 days before the due date to ensure it is received by the biller on time.

6.

How do I add a new account to my list of accounts?

• Click on Manage My Accounts.
• Enter the new account/card number in the field.
• Enter a name if required and click save, the account/card will now be listed.
• You can also nickname all your accounts via this feature

7.

What can I do on my computer to make it safe for Internet Banking?

• Choose a password that is hard for others to guess and change it regularly.
• Keep your computer up to date as per FAQ #2.
• If you are using a shared or public computer, check to see that it is safe to use.
• Install antivirus and anti-spyware software and keep them updated.
• Refrain from writing down login information or if you need to, store it somewhere safe.
• Do not respond to emails that appear to be sent from Suncorp asking for personal information or to ‘verify' information. We will never do this.
• Regularly check your accounts. If you see a transaction you are not sure of, contact us.

For information on how to make your computer safe visit Suncorp Online Security.

8.

How do I complete an online Cashback from my loan?

• You will need to register to be able to complete online Cashbacks.
• Print a copy of the registration form or visit your local branch.
• Post the completed form or drop into your local branch.
• Once completed, you will receive a secure message stating that online Cashbacks are available to you in Internet Banking within 3 business days.
• Further information on Cashbacks

9.

How do Two to Sign Accounts work in Internet Banking?

• Two to Sign Accounts have 2 or more account owners and the account is setup so that 2 signatories are required to conduct a transaction.
• For example, when a transfer is created by one signatory, the transaction will go into a ‘pending’ status. When the second signatory signs in to Internet Banking, they will see a reminder of the transaction to be approved along with an email.
• If the transaction is authorised by mobile phone, authorisation from the second account signatory can only occur through Internet Banking on a PC.

10.

What are profiles and how do I set one up?

• Profiles help you group your accounts for more effective Internet banking. E.g., you could group your personal accounts in one profile, and have your business accounts in another profile.
• You can also nominate another email address for each profile created.

How to create a new profile

• Go to My Details at the top of the page and select Manage My Profiles.
• Enter a new name followed by an email address, click save.
• Add accounts by going to manage my accounts and add an account visible in the list.
• View detailed information on maintaining profiles.