Online Security FAQs
Identity theft is a type of fraud where someone pretends to be someone else by assuming their identity. An example of identity theft is someone stealing your personal information and using it to open a bank account or apply for a loan in your name.
You can protect yourself against identity theft by:
- Being careful about the information you reveal about yourself online, and always read the privacy policies of web sites to which you provide personal information.
- Not giving out personal information to anyone unless you know that they are a trusted and reputable source. If in doubt, contact the organisation directly.
- Making sure that your computer is properly secured (i.e. has up-to-date anti-virus, firewall and anti-spyware protection).
- Ensuring your email account is secure, as compromised email accounts are a common source of data compromises resulting in identity theft.
- Being aware of the common tricks used by online scammers and fraudsters. Visit Scamwatch regularly to stay on top of the latest scams.
- Choosing passwords that are easy to remember but are hard to guess, and change them regularly.
- Ensuring your contact details are up to date and your mail is not going to an old address.
- Securing your mailbox with a padlock.
- Shredding all documents with a quality shredder before throwing them in the bin.
- Contacting a bank you don’t bank with immediately if you receive mail from them.
- Regularly check your credit history either through Experian or Equifax. Equifax gives one free credit report a year.
- Reporting lost wallets, identification and bank cards immediately (you can let us know about your Suncorp Bank debit and credit card/s by contacting us or calling our 24/7 hotline on 1800 775 020).
- Maintaining your card security settings in the Suncorp Bank App.
- Contacting us immediately if you notice unusual transactions on your account or suspect someone else knows your Internet Banking password, phone banking password or EFTPOS PIN.
If you think you’ve been the victim of a scam in relation to your Suncorp banking, contact us on 13 11 75.
Card fraud or theft can happen anywhere, at any time – especially online. You can protect yourself in several ways starting today.
We go to great lengths to help keep your money safe online with firewalls, secure online banking environments and partnerships with key organisations such as the Australia High Tech Crime Centre and the Australian Federal Police. Learn more about how we protect your money.
If you think you’ve been the victim of a scam in relation to your Suncorp Bank banking, the most important thing to do is act fast. Contact us on 13 11 75.
- Do not click on any links.
- Check your accounts and cards for any suspicious transactions. Never send money to unfamiliar accounts.
- Contact us on 13 11 75. The sooner we know about the scam, the more we can do to help.
- Report the scam to the relevant agency to help stop the scammer. If you need more information you can visit idcare.org or scamwatch.gov.au.
- Do not allow anyone to have remote access to your computer or your Internet Banking.
If you suspect your bank account or your credit or debit card has been the target of fraudulent activity, you need to report it to us as soon as possible. The sooner we’re made aware of the potential fraud, the quicker we can act. If you think you’ve been the victim of a scam in relation to your Suncorp Bank banking, contact us.
Scam (phishing) emails/SMS/calls are designed to trick people into giving out their personal and banking details. While scam emails are becoming more sophisticated, there are some things to look out for when trying to spot a genuine communication from us:
- Check whether the email address or SMS is coming from us. If it isn’t from a @suncorpbank.com.au address, it’s probably fraudulent.
- It's important to remember that we'll never send you text messages or emails that ask you to confirm, update or disclose personal or banking information. If you are unsure, please contact us.
- Does the email have poor punctuation or grammar? This may be a sign of a fake email (although, they can sometimes have perfect punctuation and grammar!).
- Does the email instruct you to open our Internet Banking, login page or an attachment? Does it explain how you need to verify your details, reset your account or supply personal details? We will never send you an email asking you to supply this information.
If you’ve received a suspicious email, SMS or telephone call appearing to be Suncorp Bank, DON'T click on any links or attachments in the email. Forward the email to us at security@suncorpbank.com.au.
If you think you’ve been the victim of a scam in relation to your Suncorp Bank banking, contact us.
Identifying a fake website can be tricky, but there are some tell-tale signs to help you figure out when you’re on our official site:
- Check the URL in the address bar. If the URL you’re accessing isn’t our official Internet Banking via suncorpbank.com.au or through our mobile apps, it may be a fake address.
- Did you start Internet Banking by clicking a link in an email? It may be linking to a fraudulent site.
- Check for a security padlock symbol in your browser before typing in any personal information. The official Suncorp Bank website will always display this symbol.
- Does your last sign-in date match when you logged in last? If it doesn’t, your account may have been accessed without you knowing.
- If you suspect you have found a non-genuine Suncorp Bank website, please email security@suncorpbank.com.au.
There are other warning signs to be on the look at for when spotting a fake Suncorp Bank website. Being familiar with our Internet Banking and official mobile apps can help protect you when banking online.
If you think you’ve been the victim of a scam in relation to your Suncorp Bank banking, contact us.
Scammers can target you anywhere, even over the phone. If you’ve received a phone call or SMS from someone that doesn’t seem quite right, hang up the phone or delete the message.
To protect yourself from targeted phone related attacks:
- Keep all your access codes safe and secure. This includes your card and ATM pins, Internet Banking password and any security codes we send to you officially. We never request this information from you. If someone asked for this information over the phone, it could be a scam.
- Never give out your personal, online or account details, including SMS codes or security token codes, to a source you don’t trust.
- Our Suncorp Bank representatives are highly trained and monitored. If you’re unsure, you can ask for a customer reference number to ensure you’re speaking to a genuine Suncorp Bank person.
- Don’t download or install software to your computer at the pressing of an unexpected caller.
- Avoid responding to any suspicious texts or clicking any links within the message.
If you think you’ve been the victim of a scam in relation to your Suncorp Bank banking, contact us.
Even if you’ve had an account for a while, some tasks around Internet Banking can be confusing. We’ve created some tips and resources to help you feel comfortable banking online.
We’ve also put together some of the most frequently asked questions about Internet Banking to help guide you through common troubleshooting issues.
Our dedication to security means you are safe to use Internet Banking and our official mobile apps for all your banking.
To ensure your security is optimal, we recommend checking your own computer and phone systems regularly. Learn more about how you can protect yourself and your family online.
It’s recommended that you change your credit or debit card personal identification number (PIN) if you suspect someone has seen you enter it when making a purchase.
ATM skimming occurs when hidden electronics are attached to an ATM to steal card details, such as PIN numbers and personal information, and use them to access cash in the account.
Here are some steps to avoid ATM skimming:
- Inspect the front of the ATM for unusual or non-standard appearances around the card slot reader such as scratches, marks, adhesive and tape residue that could indicate that the ATM has been tampered with.
- Use the chip capability of your card, instead of swiping when you make a purchase.
- Use your hand to cover the keypad when entering your PIN.
- If you notice anything unusual with your card or account, please contact us.
Absolutely! Using reputable contactless cash and digital wallet apps such as Google Wallet™ or Apple Pay® is just as secure as making a payment using EFTPOS.
The Suncorp Bank Secured App is a Two-Factor Authentication App that provides an additional layer of security when accessing and managing your Suncorp Bank accounts online. It’s free, easy-to-use and secure. It works by generating a unique Security Token Code for you to enter when prompted by Internet Banking or the Suncorp Bank App.
The Suncorp Bank Secured App provides an additional layer of security when accessing and managing your Suncorp Bank accounts online. It allows you to quickly generate a unique Security Token Code in just a few clicks.
When you register your details on the Suncorp Bank Secured App, you’ll be asked to enter the Security Token Code from your Physical Security Token one last time. After that, the Physical Security Token you previously used will be immediately deactivated and you can start using the Suncorp Bank Secured App to generate Security Token Codes. If you’d like to safely dispose of the hard token, please take it to your local Suncorp Bank branch.
You’ll be asked to enter a Security Token Code to authenticate certain transactions such as changing your daily transfer limit. The Suncorp Bank Secured App allows you to generate the Security Token Code in a fast and secure way in just a few steps.
The Suncorp Bank Secured App is available on Apple iOS and Android™ devices using the following operating systems:
- iOS 10.0 or later (compatible with iPhone, iPad and iPod touch)
- Android 6.0 or later
You can download the app from Google Play™ or the App Store®.
You can only use the Suncorp Bank Secured App on one device. If you register the App on a new device, the App will deactivate on the first device.
Here’s how you can transfer your Suncorp Bank Secured App to a new device:
- Download the Suncorp Bank Secured App from Google Play™ or the App Store® onto the new device.
- Log into the Suncorp Bank Secured App on your new device using your existing Suncorp Bank Customer ID and password.
If no longer have access to your previous device, please contact us.
If your phone or tablet has been lost or stolen, please contact our Customer Support team on 13 11 75 to deactivate the Suncorp Bank Secured App from the compromised device.
If you’ve forgotten your Suncorp Bank Secured App 6-digit PIN, tap on ‘Forgot your PIN’ from the App’s login screen and enter your existing Suncorp Bank Customer ID or email address and follow the prompts.
If you no longer wish to use the Suncorp Bank Secured App, you need to deactivate your Suncorp Bank Secured Token (deleting the App will not deactivate your Suncorp Bank Secured Token).
Here’s how to deactivate:
- Log into Suncorp Bank Secured App and click on the ‘cog wheel’ in the upper left corner.
- Tap ‘Deactivate Token’. On the next screen confirm by tapping ‘Deactivate’.
Note: If you have previously reset your daily limit, after deregistering it will reset to the default limit of $5,000.
If you delete the Suncorp Bank Secured App, reinstall it and complete the set-up process.
You can only use the Suncorp Bank Secured App on one device.
If you would like to use the App on a different device, you can transfer your Suncorp Bank Secured App registration to that device. Here’s how:
- Download the Suncorp Bank Secured App from Google Play® or the App Store™ onto the new device.
- Log into the Suncorp Bank Secured App on your new device using your existing Suncorp Bank Customer ID and password.
Apple, the Apple logo, Apple Pay and iPhone are trademarks of Apple Inc., registered in the U.S. and other countries and regions.
App Store is a service mark of Apple Inc
Google Pay, the Google Pay logo, Google Play and the Google Play logo are trademarks of Google LLC.
Android is a trademark of Google LLC.
