Password reset and login support for Internet Banking

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 Internet Banking. 
2. Click on ‘Forgot your Customer ID?’
3. Enter your details and follow the prompts.

If you know your password and have access to Internet Banking you can change your password at any time.

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

To change your password through Internet Banking:

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

To help keep your account secure you’ll need to meet strict password criteria.

Your password must be:

• Between 6-8 characters long 

And must not include:

• Consecutive numbers (e.g. 1234)
• Special characters (e.g. /  ! @ # $ % & *) or spaces
• Your Customer ID 
• Your name, date of birth or any personal details 
• A password you’ve used before.

Always choose 'easy to remember, but hard to guess' passwords and change them regularly. 

• Choose passwords that have a mix of numbers and upper and lower-case letters.
• Never use 'easy to guess' passwords or passwords that include sensitive or personal information.
• Don’t share your passwords with anyone.
• Don’t 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 Internet Banking password), to help you remember them but they must be reasonably disguised so that it isn’t obvious to another person what these records contain.
  
• Do not keep your Customer ID or your password written down together.
  
• 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 these attempts your Internet Banking account will be locked. To unlock your account, you'll need to reset your password.

• If you’ve recently changed your password, 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.  

If your internet connection drops or you close your browser without logging out, you may be temporarily locked out for 10 minutes. Please wait before trying to log back in, otherwise the timer will reset.

To protect you from fraud, your Internet Banking account will be locked after three failed login attempts. 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.