Payment on Hold

To help protect you and us against scams, fraud and other illegal conduct we may temporarily hold or delay payments you’ve initiated in Internet Banking or the Suncorp Bank App which we reasonably consider are of a higher risk, such as certain payments to a new payee. 

In most cases, a held payment will be released for processing, be cancelled or fail within 24 hours or less. For information go to “How long will a ‘payment on hold’ be held?”

We may hold a payment for our own security reasons. However, the hold period also gives you an opportunity to consider if the payment could relate to a scam. Please contact us promptly if you’re concerned about any payment you think could be related to a scam. 

We will notify you if your payment is cancelled during the hold period. If the payment is released from the hold we will notify you if it has been processed successfully or not and if your account has been debited. Until you receive this notification, please ensure you have sufficient funds and withdrawal limits available in your account. For more information go to “How do held payments affect Daily Limits, Transaction Limits, Personal Limits and Account Limits?”.

Security threats and what we consider to be “higher risk” could change over time. The reasons why we may hold a payment will reflect this. We may hold a payment for a range of security reasons. For example, certain payments to a new payee are more likely to be considered higher risk and held by us. We may contact you during the hold period if we need more information about a payment.

Please contact us promptly if you’re concerned about any payment you think could be related to a scam.

No, you don't need to do anything. Suncorp Bank will automatically hold payments that meet our security criteria. We'll let you know each time a payment is held.  

Where we hold a payment you make via the Suncorp Bank App or Internet Banking, you won’t see a payment confirmation on screen. Instead, you’ll see a screen within the Suncorp Bank App or Internet Banking (as applicable) which informs you that the payment is being held and in most cases it will be processed, cancelled or fail within 24 hours or less. We’ll also notify you through Suncorp Bank App notifications (if applicable) and Internet Banking secure messages. You may also receive an email notification.

When a payment is on hold, it will be visible in your list of ‘Scheduled payments’, which is accessible from the Suncorp Bank App’s main Accounts screen. You will not be able to view the held payment status within Internet Banking, even if that is how you made the payment.

Please contact us promptly if you’re concerned about any payment you think could be related to a scam.

When a payment on hold has been cancelled, processed or failed, we’ll notify you via Suncorp Bank App notifications (if applicable) and Internet Banking secure messages. You may also receive an email notification. Once this happens the held payment should no longer appear in your list of ‘Scheduled payments’ in the Suncorp Bank App.   

If the payment has been processed successfully, we’ll let you know your account has been debited. Until you receive this notification, please ensure you have sufficient funds and withdrawal limits available in your account. For more information go to “How do held payments affect Daily Limits, Transaction Limits, Personal Limits and Account Limits?”.

If we cannot process a held payment for any reason, you’ll receive a Suncorp Bank App notification (if applicable) and a secure message in Internet Banking informing you that the transaction was unsuccessful. You may also receive an email notification. These notifications will provide information about what you should do next.

Please contact us promptly if you’re concerned about any payment you think could be related to a scam.

When a payment is placed on hold, in most cases it will be released for processing, cancelled or fail within 24 hours or less.

Held payments will be debited from your account when the payment is released and processed.

You will need to ensure you have sufficient funds and withdrawal limits available until the held payment is processed. For more information go to “How do held payments affect Daily Limits, Transaction Limits, Personal Limits and Account Limits?”

Please contact us promptly if you’re concerned about any payment you think could be related to a scam.

You can cancel a payment while it is on hold for any reason. Just look for it in your list of ‘Scheduled payments’, which is accessible from the Suncorp Bank App’s Accounts screen. Tap on the payment and follow the simple steps to cancel it. 

You will not be able to cancel a held payment within Internet Banking, even if you used Internet Banking to make it. If you do not have the Suncorp Bank App you can call us on 13 11 75 to cancel a held payment.

Please contact us promptly if you’re concerned about any payment you think could be related to a scam.

In most cases, a held payment will be released for processing, cancelled or fail within 24 hours or less.  

Held payments cannot be released early unless there are exceptional circumstances. If you believe your circumstances require an early release of the payment hold, please contact us and we will consider your request. A decision to release a held payment early will be at our absolute discretion.

Cancelling a held ‘Pay Someone’ payment and re-sending it may still result in the re-sent payment being placed on hold. 

For more information, please contact us.

If you can’t see a held payment in your list of ‘Scheduled payments’ in the Suncorp Bank App, that means it has been successfully processed, cancelled or it failed upon processing. 

We will notify you when we debit your account and process a held payment, or if the payment has been cancelled or failed. In most cases, this will happen within 24 hours or less.

The payment may also be visible in your account transaction history.

If a held payment is not visible in either your ‘Scheduled payments’ or transaction history and you have not received a notification, please contact us.

A held payment could fail upon its release for a number of reasons which might include:

• Insufficient funds in your account. 
• It would have resulted in a Daily, Personal or Account Limit being exceeded.
• The receiving account may be closed, blocked or does not accept transfers.
• For payments to a PayID, the PayID may no longer be registered, be locked or the PayID Name attached to the PayID has changed since you initiated the payment.
• Technical issues within the payment network.

You should receive a notification via Suncorp Bank App notifications (if applicable) and Internet Banking secure messages advising you why a payment was unsuccessful and what next steps you should take. You may also receive an email notification. If you don’t receive a notification or for other support, please contact us.

Held payments will be debited from your account when the payment is released from the hold and processed.

You will need to ensure you have sufficient funds and withdrawal limits available until the held payment is processed. For more information go to “How do held payments affect Daily Limits, Transaction Limits, Personal Limits and Account Limits?”  

Please contact us promptly if you’re concerned about any payment you think could be related to a scam.

If you make unintended duplicate payments, you can cancel a duplicate payment while it is still on hold in the Suncorp Bank App.

Look for the duplicate payments on hold in your list of ‘Scheduled payments’, which is accessible from the Suncorp Bank App’s Accounts screen. Tap on the duplicate held payment(s) and follow the simple steps to cancel them. 

Please contact us promptly if you’re concerned about any payment you think could be related to a scam.

If upon release of your held payment for processing, we identify that it is being sent to an account that cannot receive Osko fast payments, we’ll attempt to send the funds using an alternative payment system. 

In this instance, your payment description will be modified to the first 18 alpha-numeric characters and exclude any emojis, special or foreign characters. Anything in the Reference field will also be removed. 

In addition, funds sent via the alternative payment system will usually be received by the recipient within 1 to 2 business days after the hold has been removed and we process it.   

If we release a held ‘Pay Someone’ payment, it will normally be processed as an Osko fast payment via the New Payments Platform (NPP). However, if we identify that the held payment is being made to an account that cannot receive Osko fast payments we’ll attempt to send the funds via an alternative payment system that does not support long descriptions, emojis, special or foreign characters or the Reference field. 

As a result, your payment description will be modified to the first 18 alpha-numeric characters and exclude any emojis, special characters or foreign characters. Anything in the Reference field will also be removed. 

Please contact us promptly if you’re concerned about any payment you think could be related to a scam.

If we release a held ‘Pay Someone’ payment, it will normally be processed as an Osko fast payment via the New Payments Platform (NPP). However, if we identify that the held payment is being made to an account that cannot receive Osko fast payments, we’ll attempt to send the funds via an alternative payment system. 

Funds sent via the alternative payment system will usually be received by the recipient within 1 to 2 business days after the hold has been removed and we process it.

You will know if a payment was sent via the alternative payment system because your payment receipt and transaction history will not describe it as an ‘OSKO PAYMENT’.

Please contact us promptly if you’re concerned about any payment you think could be related to a scam.

Daily Limit, Personal Limit and Account Limit: A payment on hold will count towards your Daily Limit, Personal Limit and Account Limit on the day it is processed by us, not the day you initiate the payment. Therefore, until your held payment is processed, please ensure you have enough Daily, Personal and Account Limit available to allow the held payment to be processed, otherwise it may be rejected.

If a held payment exceeds your Daily, Personal or Account Limit at the time it is processed, you’ll receive a Suncorp Bank App notification (if applicable) and a secure message in Internet Banking informing you that the transaction was unsuccessful. In this case you’ll need to manually send the payment again. Learn more about daily limits.

Transaction Limit: If a held payment exceeds your Transaction Limit at the time you initiate the payment we will require you to input a Security Token Code. However, until it has been processed, it will not count towards the Transaction Limit for the purposes of determining whether a Security Token is required for any subsequent transactions which are processed before the held payment is processed. 

We will not require you to input a Security Token at the time the held payment is released and processed, even if it would cause the Transaction Limit to be exceeded on that day.