Internet Banking Help

You can receive your bank account statements online. Simply log in to Internet Banking and follow these steps:

Select 'eStatements' from the menu in Internet Banking.
Select the 'Online' button for each account you'd like to stop receiving paper statements for.

If you’re currently experiencing issues with Internet Banking, you may need to clear some files off your computer that Internet Banking uses (known as cookies).

Check which web browser you’re using (usually stated in the help tab if you’re unsure).

Desktop

If you’re using Microsoft Internet Explorer: Here’s how to delete cookies.
If you’re using Mozilla Firefox: Here’s how to delete cookies.
If you’re using Google Chrome: Here’s how to delete cookies (under step 5).
If you’re using Apple Safari: Here’s how to delete cookies.

Mobile

If you’re using our mobile banking app on an iPhone: Here's how to delete cookies (under "Additional Information").
If you’re using our mobile banking app on an Android device:
1. Tap Internet on your homescreen.
2. Now tap on the menu, and then tap on Settings.
3. Scroll down to Privacy and security.
4. Tap Clear all browsing history including all cookie data, then OK.
5. You'll need to do this in all browsers on your Android device, including Chrome and Android Browser.
If you're still experiencing issues after clearing your cookies, you'll need to uninstall the mobile banking app and reinstall. You'll need your full Customer ID to log on again.

If you do not currently use Suncorp Bank's Telephone banking service

If you are already using Suncorp Bank's Telephone banking service

You will need your:

Telephone Access Code (TAC).
Account numbers of your that you wish to access online. You can register up to 4 accounts when you register. You can add more once you're registered.
At least one active email address

How to Register

Read the Internet Banking Requirements carefully ensuring that you have met the requirements to register. Note that you will need a telephone access code (TAC), at least one account number and an active email address to register. Click Next.
Read the Terms and Conditions. Once you have read them, select Accept.
Fill out the details as required.
If you don't wish to receive marketing materials to your entered email addresses, tick the box.
You must enter at least one account number to register for Internet banking. Initially you can nominate up to 4 accounts you would like access to online. If you have more than 4 accounts that you would like to access online, you will be able to add these remaining accounts when you start to use Internet banking. This facility is called Maintain Registered Accounts and is located under the Manage My Accounts section.
The email address is used to contact you. There may be many circumstances that we may need to contact you such as notification of new secure messages, balance notifications or when a funds transfer, bill payment or business payment has failed or been successful.
If you have a second email address, you can choose to have messages to be sent to this address in addition to the primary email address.You can change your email addresses at any time via clicking on your nominated email addressed in the section underneath your accounts list.
When choosing a password, ensure it fits the criteria on the right hand side of the screen.Click Next.
If you have registered successfully, you will be issued a Customer ID. write this number down. You will need this everytime you logon to Internet Banking. If you contact us over the phone, we will ask you for your Customer ID to identify you.

Logging onto Internet Banking

To logon to Internet Banking you need your Internet Banking Customer ID and your Internet Banking Password.
If you are registered for Internet Banking and have an existing Customer ID and Password, enter your logon details and click Logon to start Internet banking straight away. If you have a Security Token you will need to enter the token code.

Logging on to Internet Banking for the first time

Once you logon to Internet Banking, you will be able to view your account balances and perform a range of functions. Details on each of the main functions of the My Accounts page are detailed below.

Overview of the Home Page

Alerts

Just below the 'My Accounts' heading, you will find a space that is used to display alerts to inform you of tasks or things to do. Refer to below for descriptions of what each icon means.

	This icon shows that you have new secure messages/notifications to read. Once you have read all your new messages, the icon will disappear until a new message or notification arrives.
	This icon shows that you have an important message that requires actioning such as a transfer that has recently failed or a transfer you need to approve.
	This icon shows that you have a new BPAY View® bill available. Clicking the icon will take you to the BPAY View section to read, review and pay your bills.
	This icon shows that you need to approve a BPAY® payment initiated by another party.
	This icon shows that you have a BPAY View bill that is due soon.
	This icon shows that you need to approve a transfer that was initiated by another party.
	This icon shows that you have ordered a Suncorp Bank Security Token and once you receive it, you can activate it by clicking the icon.
	This icon shows that your Suncorp Bank Security Token is due to expire and that you should order a replacement.
	This icon shows that you need to approve a business payment that was initiated by another party.
	This icon shows that we tried to send you an email but it appeared you did not receive it. Please check your email addresses to ensure you receive messages from us.

Account Balances

In the centre of the page, you will see your registered accounts and their current balances. Where applicable, you'll also see the available funds or credit.
You can add more accounts through Manage My Accounts.

Viewing your last 30 days transactions

To quickly view the last 30 days transaction history, just click on your Account Name.

Viewing account details (linked cards, interest etc.)

To view your account details, just click on the Account Number. From the printable page you can select accounts to view from the drop down list.
If you wish to print the information you can click on the "printable page" link to view a page suitable for printing. On the printable page you can change the account you are viewing by select a different account from the Account dropdown list.

Balance Alerts

To set or view a balance notification click on the Balance Alerts icon located on the right of each account row.

You can set your balance notification to be activated when your account falls below or rises above specified values, is overdrawn or when you are within $100 or less of your credit limit. The notification will automatically be sent to your registered primary and/or secondary email addresses.

To Delete a balance notification click on the icon next to the required account, then click Delete.

If you have functions that you use regularly in Internet Banking, you can assign up to 5 of them as a favourite. Your favourites will appear as a personalised list underneath the logoff link.

Adding Favourites

Click on Add your favourite links
In the Add New Favourite section, choose which function you want from the list and select Add Link. Up to 5 favourites can be added.
Once you are back in the main menu, you can click Manage My Favourites to return to the Add Favourites

Editing Favourites

Click on Manage my favourites link at the bottom of your favourites list
To edit the position of your favourite links, grab the link with your mouse and shift up or down within the table.
To delete a link, click the delete link
Your changes will be automatically saved. Once you're done, you can return to another function.

The My Interest page allows you to see all details regarding interest on all of your accounts in one simple view. You can view:

Interest earned current financial year to date (July 1 to June 30)
Interest earned previous financial year
Interest paid current financial year to date
Interest paid previous financial year

You can add and remove the interest on each of your accounts by ticking them in the far left column.

Why isn't there any interest showing on my account?

Check to see whether the account you're viewing earns interest or has interest payable. For example with most deposit accounts, you may earn interest but generally not pay any interest.
If your accounts are being used as offsets for a loan, you will typically not see any interest earned as any interest earned is offset into your loan.

It's July 1 and the previous financial year column hasn't been updated?

On June 30, we calculate the total interest and move it to the 'previous year' column (generally just after June 30). Since we do some processing of transactions that may carry over into July 1, we won't be able to display completed interest for the financial year until July 2.

You can log back into Internet Banking on July 2 to view your interest or you can call us on 13 11 75.

Opening a New Account or Renewing a Term Deposit

Open New Account displays a screen that allows you to send us a secure request to open any of the following Suncorp Bank deposit accounts:

Everyday Options Account
Everyday Options Sub Account
Suncorp Bank eOptions Account
Cash Management Account
Term Deposit
Clear Options Credit Card
Share Trade Account
Everyday Super Account

It also allows you to renew an existing Suncorp Bank Term Deposit.

We will respond to your request by Internet Banking Secure Message within 2 business days.

What is a Product Disclosure Statement?

Before you can open a Fixed Term Deposit, we need to provide you with the Product Disclosure Statement (PDS) that applies to your account. The PDS includes:

the Terms and Conditions for Suncorp Bank Accounts, which will apply to your account;
a Product Features document, detailing the product features for your account type and the fees and charges that will apply.

What is a Product Information Document? (PID)

Before you can open an Everyday Options Account, Everyday Options Sub Account, Suncorp Bank eOptions Account or Cash Management Account we need to provide you with the Product Information Document that applies to your selected account and the Terms and Conditions for Suncorp Bank Accounts. The PID outlines the product features for your selected account and the fees and charges that will apply to your account.

Opening a Joint account or a business account

Joint accounts can be opened by calling us on 13 11 75. Due to security, we can't currently open joint accounts via Internet Banking.

Adding accounts or Suncorp Bank cards to your current profile

Click on the Manage My Accounts menu item.
Type your account number in the Card/Account Number field and click Add. Note that you will need to have the appropriate access setup in order for the account to be successfully added. If you're having issues adding accounts, just call us on 13 11 75.
Repeat this process for as many accounts as you wish to add remembering that you have a maximum of 20 accounts.
The accounts you have entered appear below in Maintain Registered Accounts, with the product name and designated name. You can change the designated name if you wish.

Adding a Credit Card

If you enter a card number a list of accounts that are linked to the card number that you have entered will be displayed.
Those accounts not currently added to your current profile will display a "Add" icon in the far left add column.
To add an account listed on this screen click the associated "Add" icon.

Removing accounts from your list

Click on the Manage My Accounts menu item.
Locate the account you wish to delete in the Maintain Registered Accounts list and click Remove.
Removing an account won't close the account, just hide it from view. You can add it again later one if you need to.

Changing the designated name (nickname) for an account

Click on the Manage My Accounts menu item.
Locate the account you wish to change the designated name of in the Maintain Registered Accounts list.
Enter the name you wish to call the account in the Designated Name field and click the tickbox to accept the change. Note that you won't be able to use any special characters in your designated name such as @#$%^&*
This will update the default name appearing in all account lists.

Change the order of how your accounts are displayed

Choose the account you want to move
Click and drag the left hand column (that has the 6 dots) of the account to the position you want it to display and then release your mouse.
Click Save account order and your positions will now be saved.

First, what are flexiRates?

Basically, flexiRates allow you to fix an interest rate to a portion of your balance for a set period. It's like applying mini-term deposits to your online savings accounts.

They have been designed to help you maximise the amount of interest you can earn on your money. For example, say you had $10,000 in your account, earning 6.40% p.a. If you knew you only needed to access $2,000 in the near future, you might wish to fix the remaining $8,000 in a flexiRate for 6 months for 6.90% p.a., if that was the applicable rate at the time.

How do I set up a flexiRate?

You’ll need to have an eligible account for flexiRates. flexiRates are available with our Everyday Options Main and Sub-Accounts, Business Premium Account and Business Saver Account as well as for existing eOptions and 55 Plus Accounts.

In the left hand menu in Internet Banking, select Manage My flexiRates then click Set Up New flexiRate.
Select the account that you wish to apply a flexiRate to.

Enter the amount.

Select the time and rate option. Either select from our special rates or choose one of your own.
Choose whether you want the funds released back into your nominated account or be renewed as a flexiRate for the same period.

When we release your flexiRate

flexiRates finish on the night of the nominated end date. At that point in time, interest is paid into your account, and unless you have chosen to automatically renew your flexiRate, your funds are released and are available for you to access. Effectively, the funds and interest will be available on the next day.
We will send you a secure message 2 weeks before your flexiRate is due to end as a reminder.

Viewing flexiRates you have setup

Select Manage My FlexiRates.
You will see all of the flexiRates in a table with the start date, end date, interest rate details displayed.

Releasing a flexiRate early

Early release allows you to request that your flexiRate period ends before the nominated end date, enabling you to access your funds. You can only request the release of your entire flexiRate balance. As flexiRate interest is calculated for a fixed term, there is an interest adjustment that occurs if the flexiRate is released early.

Select Manage My FlexiRates
Select the flexiRate you wish to release early
Review the interest adjustment and confirm that you want to release this interest rate early
Your flexiRate will then be released back into your nominated account.

Does a flexiRate setup from an offset account count towards offsetting my loan?

No, once you setup a flexiRate on an account that is also used to offset your loan, that portion of money will no longer offset your loan.

Performing a quick search

Click Transaction History link in the menu.
Select the account you wish to search on
Select Period. You can select today and yesterday, last 7 days, last 30 days, last 90 days, last 180 days, transactions made since your last statement was issued or by a specific date range. Use the calendars to specify your start and end date. You can search for up to 12 months of transactions.
You can also choose the display order. You have the options of most recent first and most recent last.
When you have made your selections, click “Find Transactions”.

Viewing Your Results

Your selected results will display once you have completed a search.
If you have pending transactions from a Visa Debit Card, they will show in a separate list. Once these transactions have 'settled', they will then move to your normal transaction history.
25 transactions are shown per page but you can select View all transactions to have them all displayed on one page
For Clear Options Credit Card searches, if you're unsure of what a transaction is, you can click on the ? icon which will complete a Google search on the transaction details. This may be handy if the company you purchased something from may have a different trading or merchant name.
For transfers and BPAY transactions, you'll be able to click on the transaction and access your receipt for that transaction.
To search again, there is an option on the bottom of the page

Searching for credit card transactions

If you have a Clear Options Visa Card, perform a quick search and all of your pending transactions (authorisations) will appear in a list

Performing an advanced search

Click Transaction History link in the menu.
Select the account you wish to search on
Select Period. You can select today and yesterday, last 7 days, last 30 days, last 90 days, last 180 days, transactions made since your last statement was issued or by a specific date range. Use the calendars to specify your start and end date. You can search for up to 12 months of transactions.
If you want to filter by a type of transaction, choose the type of transactions you would like to search for
If you're looking for a specific amount or range, e.g. $45 or from $30 to $50, type your desired search in
You can also choose the display order of your results. You have the options of most recent first and most recent last.
When you have made your selections, click “Search”.

Performing a Cheque Search

Click Transaction History link in the menu and then Cheque Search
Select the account
Enter the cheque number
When you have made your selections, click Search

Downloading your found transactions

You can download your transactions to your personal financial management software.

Perform your desired search
Click on Download Transactions
Choose your desired download option. refer to below for explanations of each option

CSV - typically used for Microsoft Excel and spreadsheet use.
OFX - used by 'Xero' and some other accounting systems
QIF - typically used for money management software such as MYOB or Quicken
ASCII - typically used by more advanced reporting software

Choose between downloading the currently displayed page of transactions, or all transactions found by your search criteria.

Viewing Fee information

To search for fee information, you can run an advanced search and tick the 'fees' box. That will list any applicable fees that have been charged to your account.

Transaction fees are debited to your account on the monthly anniversary of the opening date of your account.

If you see an entry in your transaction history for fees, you can click on view fee details and a summary list will drop down that includes the fee type, total transactions charged, free transactions, charged transactions, the fee and total fees.

Unsure of a transaction?

If you have a query on a particular transaction, you can either send us a secure message by clicking on Contact Us, or you can call us on 13 11 75.

Click Transfer Money link in the left-hand side menu.

Transfer Money options:

My Accounts
Pay Someone
Pay Someone – Two to Sign
Multiple External Transfer
Loan Cashback

Transfer money between your Suncorp Bank accounts

To transfer funds between your accounts:

click My Account
Select the account you want to move money from
Select the account you want to send money to
Enter a reference (optional). This will appear on your statement.
Type in the amount you want to transfer. This must be a minimum of $1.00.
Select the timing you would like the payment to be processed:

Immediate payment – transfer will be processed immediately.

Future dated payment – allows you to set a date you want the payment to be processed.

Recurring payment – allows you to make automatic recurring transfers by setting the frequency and start and end dates.

7. Click Next

8. Carefully check the transfer details on the confirmation screen.

If you want to make changes, click Edit to return to the previous screen where you can update any of the payment details.
If you do not wish to proceed with the transfer, click Cancel.
If the payment details are correct and you wish to proceed, click Confirm.

9. After clicking Confirm, you will receive a receipt for the transaction or confirmation the payment has been scheduled for later.

If you want to download a copy of the receipt or confirmation, click Save as PDF.

Clicking Done will take you to the Transfer Money page.

Processing times for transfers between your Suncorp Bank accounts

When you're transferring between your own Suncorp Bank accounts, funds are generally available immediately.
For future dated and recurring transactions, the date you nominate is the date we initiate the transfer, funds are generally available immediately after we have processed the transfer.

Send money to someone with a Suncorp Bank account

Funds sent from your Suncorp Bank account to someone else with a Suncorp Bank account are generally available within a few minutes.

In the Transfer Money page, click Pay Someone
Select the account you want to send money from
You can select a payee from your saved payees or add a new payee by clicking + New payee button.
- If adding a new payee, you can opt to send funds to a BSB and Account number or a PayID.
- To send funds to a PayID, click the PayID tab in the Add New Payee screen and provide the PayID details.
Type in the $ amount you wish to send. Please note: This must be a minimum of $1.00.
Select the timing for the payment:

Now – transfer will be processed immediately.

Later – allows you to set a date you want the payment to be processed. The date you select will be when Suncorp Bank sends the payment, not when it is received. We recommend setting the date 2-3 days before the payment needs to arrive.

Recurring;– allows you to make automatic recurring transfers by setting the frequency and start and end dates. You can start a recurring transfer up to 60 days from the date you create the transfer. The date you select will be when Suncorp Bank sends the payment, not when it is received. We recommend setting the date 2-3 days before the payment needs to arrive. Type in a description. This is visible to you and the recipient.

6. Enter a Description (optional). This is visible to you and the recipient.

7. Click Review Payment

8. Carefully check the payment details are correct. Please be aware incorrect details could result in a payment to the wrong account and a loss of your funds. Account names aren’t used to process payments. We don’t check that the account name matches the other account details provided.

If you want to make changes, click Edit to return to the previous screen where you can update any of the payment details.
If you do not wish to proceed with the transfer, click Cancel.
If the payment details are correct and you wish to proceed, click Confirm payment

9. After confirming the payment, the transaction receipt or confirmation the payment has been scheduled for later will be displayed, you can download this by clicking Download receipt.

Navigate back to 'Transfer Money' by clicking 'Back to Transfer Money'

Send money to someone (Other financial institutions)

With Internet Banking, send Osko fast payments++ to and from eligible bank accounts in under a minute!

In the Transfer Money page, click Pay Someone
Select the account you want to send money from
You can select a payee from your saved payees or add a new payee by clicking + New payee button.
- If adding a new payee, you can opt to send funds to a BSB and Account number or a PayID.
- To send funds to a PayID, click the PayID tab in the Add New Payee screen and provide the PayID details.
Type in the $ amount you wish to send. Please note: This must be a minimum of $1.00.
Select the timing for the payment:

Now – transfer will be processed immediately.

Recurring– allows you to make automatic recurring transfers by setting the frequency and start and end dates. You can start a recurring transfer up to 60 days from the date you create the transfer. The date you select will be when Suncorp Bank sends the payment, not when it is received. We recommend setting the date 2-3 days before the payment needs to arrive as these are not sent as Osko fast payments.

6. Enter a Description. This is visible to you and the recipient.

7. You may enter an optional Reference. This is visible to you and the recipient.

8. Click Review Payment

9. Carefully check the payment details are correct. Please be aware incorrect details could result in a payment to the wrong and account and a loss of your funds. Account names aren’t used to process payments. We don’t check that the account name matches the other account details provided.

If you want to make changes, click Edit to return to the previous screen where you can update any of the payment details.
If you do not wish to proceed with the transfer, click Cancel.
If the payment details are correct and you wish to proceed, click Confirm payment.

10. After confirming the payment, the transaction receipt or confirmation the payment has been scheduled for later will be displayed, you can download this by clicking Download receipt

Navigate back to Transfer Money by clicking Back to Transfer Money

Processing times for Pay Someone payments

Other Suncorp Bank Accounts

Funds sent from your Suncorp Bank account to someone else with a Suncorp Bank account are generally available within a few minutes.

Other Financial Institutions

Osko fast payments++ are typically received in under a minute. Where the payment cannot be sent via Osko, we will send the payment via an alternate payment system on the same day if submitted before 5.30pm (AEST) on a business day, otherwise it may not be sent until the following business day. Typically it then takes 1-2 business days for the funds to arrive in the destination account. You’ll [WJ1] know if your payment has been sent as a fast payment if the Osko logo appears on your receipt and transaction details.

Things you should know about Pay Someone payments

Pay Someone payments are counted in your daily limit. You can see your daily limit below the Amount.
When planning a future dated transaction, be aware that all the internet transactions for that future date will be counted toward your daily limit on that date. Any transactions that exceed your limit may not be processed. Please also ensure you have sufficient funds available in your account on that future date, otherwise your transaction may not be processed.
You may be requested to enter a Security Token Code. If you do not have a Security Token, instructions on how to obtain a Security Token are available in the Settings & Security tab of Internet Banking.
You aren't able to transfer funds from your Suncorp Bank Clear Options Credit Card to other bank accounts as external payments.
Where the selected ‘from’ account is Two to Sign, you will be transferred to the ‘Pay Someone – Two to Sign’ page to complete the payment. Please note, Two to Sign payments cannot be sent via Osko and will be sent via an alternate payment system on the same day if submitted before 5.30pm (AEST) on a business day, otherwise it may not be sent until the following business day. Please then allow 1-2 business days for funds to arrive

For general queries on International Money Transfers, visit our International Money Transfer page and read our Frequently Asked Questions.

Information before you send an International Money Transfer

You'll need a security token to send International Money Transfer. You can order one online via Internet Banking
International Money Transfers generally require an IBAN, sort code or Fedwire/ABA code. Contact the bank you wish to send money to to obtain the neccessary details to complete a Global Payment.

How to make a global payment

Select the payment destination country you wish to send money to. (Due to sanctions, some destinations may not be available)

Verify your personal details and enter a contact number. This is so we can contact you if we require any further information for the International Money Transfer
Select the From Account (Note that not all accounts are eligible for use in International Money Transfer)
Select the method of payment. Your options are:

Foreign currency and amount to be sent - this will send money in the foreign currency amount
Australian dollar amount to be converted to foreign currency - This is where you may want to send $100 worth of Thai Baht for example.
Send payment in Australian dollars - This will send $AUD overseas without any conversion

Enter the amount, select the currency type and click calculate to convert if you're sending a foreign amount
Enter payment reason and/or payment instructions - For our records, please enter a reason for sending the Global Payment
Enter the recepient's account details including IBAN if required
Enter the recipient's address details
Enter the recipient's bank details including Fedwire/ABA code if required.
Enter the intermediary bank details if required.
Confirm all of the details
Enter your security code
Click Submit

Important Things to Remember When Completing an International Transfer

To ensure your International Transfer is completed successfully and promptly, please ensure you take note of the following:

Ensure you enter the recipient's name in the required field (Don't enter the bank's name in the recipient field)
Ensure all account numbers are correct for the intended recipient
If transferring to Canada, please include the institution code and transit number
If transferring to Canada or USA, please include the bank's full street address
If transferring to an overseas credit card, mention this in the reason for payment field

If you need to add more information to an International Transfer which may not fit in the fields, you can easily send us a secure message via Internet Banking and add 'see secure message' in the reason for payment field.

Recent International Money Transfers

If you frequently make International Money Transfers, you can see saved details of your most recent transactions.

Paying a bill with BPAY

Setting up a new bill payment:

Select the from account, making sure you have enough funds.
Select the biller. NOTE: You aren't able to make a payment using BPAY from your Suncorp Bank Home Loan, Personal Loan, American Express or Suncorp Bank Clear Options Credit Card.

You can either:

Enter the Biller Code and Customer Reference Number.

You will find this information on the bill you are paying.
If this is a biller you will regularly pay, check the Save into frequent billers box.
The Biller Code and Customer Reference Number will now appear in the frequent billers drop down menu when making another payment.

Or Select the biller from the drop down frequent billers menu.

Include the amount. This must be a minimum of $1.00 to a maximum of your daily limit.
Select the timing of the payment. You can select to transfer the funds immediately, future dated (up to 12 months in advance), or recurring.

For a recurring payment, first choose the period (weekly, fortnightly or monthly). You can start a recurring transfer up to 60 days from the date you create the transfer.
When planning a future dated transaction, be aware that all the internet transactions for that future date will be counted toward your daily limit on that date. Any transactions that exceed your limit may not be processed.

Click Next and you will proceed to the confirmation screen.
On the confirmation screen, carefully check all your details

If you want to make changes, click Edit. You will return to the previous screen where you can update any of the details.
If you want to cancel the transfer, click Cancel
If you want to proceed with the transfer, click Confirm

After clicking Confirm, you will receive a receipt for the transaction. You can print this for your own records, if you wish.

Multiple BPAY payments

Here you can pay multiple bills in the one payment. Note that if applicable, BPAY payment fees will apply to each individual BPAY payment.

NOTE: You aren't able to transfer funds from your Suncorp Bank Clear Options Credit Card to other bank accounts as external payments.

Setting up a Multiple BPAY payment

Select the from account
Your frequent billers should appear in a table. If you don't see any frequent billers in the table, you'll need to add some first via the Add a BPAY biller now link.
To pay one of the billers, simply enter an amount the ones you want to pay. If you don't want to pay a biller in the list, just leave it blank. Amounts must be a minimum of $1.00. Daily limits apply to BPAY payments. You can see your daily limit below your from account once it is selected.
Click Next and you will proceed to the confirmation screen.
Check the details and Click Confirm to process the multiple BPAY payment
After clicking Confirm, you will receive a receipt for each of the individual BPAY payment. You can print this for your own records or save as a PDF if you wish.

Note that multiple BPAY payments will display individually in your transaction history.

Making a tax payment

Here, you can setup a tax payment to the Australian Tax Office from one of your accounts.

NOTE: You are not able to make a tax payment from your Suncorp Bank Home Loan, Personal Loan, American Express or Suncorp Bank Clear Options Credit Card.

Setting up a new tax payment:

Select the from account, making sure you have enough funds
Enter the EFT Code as per your ATO letter
Include the amount. This must be a minimum of $1.00 with no upper limit for Tax Office payments..
Select the timing of the tax payment. You can select to transfer the funds immediately, future dated (up to 12 months in advance), or recurring.

For a recurring tax payment , first choose the period (weekly, fortnightly or monthly). You can start a recurring transfer up to 60 days from the date you create the transfer.
When planning a future dated transaction, be aware that all the internet transactions for that future date will be counted toward your daily limit on that date. Any transactions that exceed your limit may not be processed.

Click Next and you will proceed to the confirmation screen.
On the confirmation screen, carefully check all your details

After clicking Confirm, you will receive a receipt for the transaction. You can print this for your own records, if you wish.

Managing frequent billers

Here, you can see the frequent Billers you pay bills to. This includes the name of the biller, the customer reference number and their Biller Code.

Adding an account to your frequent transfer list

You can add new billers to your Frequent Biller List when you are setting up a new Bill Payment. Just click Add biller where you can enter the biller code, customer reference number and a nickname. Once done, click save.

Deleting an account from your frequent transfer list

From the left hand menu select BPAY® - Pay Bills followed Frequent Biller List.
Locate the Biller you wish to delete
Click Delete corresponding to the Biller you wish to delete.
Repeat this process for each Biller you wish to delete.

Editing a biller from your frequent biller list

You can edit the nickname of a frequent biller by selecting the account and clicking edit. To edit the Customer Reference Number of Biller Code, you'll need to delete the biller and enter the new details.

Changing the order in which your frequent billers are displayed

To change the display order of your frequent billers, simply go to the left of the table where a cross-arrow symbol will display. Click and hold your mouse to shift the account up or down in the list. Repeat this for any other accounts you wish to change. Once done, click the save biller order button.

BPAYs awaiting approval

On the BPAY® - Pay Bills page you can see all Bill Payments that have been setup against a 2 to sign account. Awaiting Approval allows you to view these 2 to sign transactions and either delete or approve them depending on the situation.

The table shows you:

The date the transfer was initiated
The account the funds are coming from
The biller details where the funds are going
The amount
The timing of the transaction

Viewing the details of the Bill Payment

The BPAY - Pay Bills screen will show bill payments that you have setup and are awaiting approval as well as payments that are waiting your approval as a second signatory

You can view the specific details of the transaction by clicking the "Select" button.

Deleting an Awaiting Approval Bill Payment

Whether you setup a bill payment that requires authorisation or have pending bill payments awaiting your authorisation, you are able to delete the transaction. If you setup a bill payment that requires authorisation and delete it before it is approved it is removed from the system.

If you are to approve a transfer as a signatory and click delete, the bill payment is removed from the system and not processed. Alternatively if there are more than 2 signatories for an account the transaction can still be authorised by another signatory other than the originator.

Click on "BPAY® - Pay Bills" from the left hand menu
View the specific details of the bill payment by clicking the "Select" button.
Click "Delete" to remove the bill payment instruction.
You will see a receipt for the deleted transaction, informing you that it has been successfully removed.

Approving an Awaiting Approval Bill Payment

Only another signatory for an account can approve a 2 to sign bill payment, not the originator.

Click on "BPAY® - Pay Bills" from the left hand menu
View the specific details of the bill payment by clicking the "Select" button.
Click "Approve" to authorise the payment instruction.
After clicking approve, you will get a receipt for the transaction. You can print this for your own records, if you wish.

Future dated BPAYs

On the BPAY® - Pay Bills page you can view all your future dated bill payments.

The table shows you:

The account the funds are coming from;
The account details where the payments are going;
The amount;
The date of the payment.
The date the payment was last successfully sent

Deleting a future dated bill payment

Click on BPAY® - Pay Bills from the left hand menu
Go to Future Dated Payments and find the payment you wish to delete
Click Delete
You will see a receipt for the deleted payment, informing you that it has been successfully deleted.

Editing BPAYs

You can edit selected details of a BPAY you have setup as recurring or future dated.

Some notes on editing of transfers

BPAYs setup from 2 to sign accounts can't be edited. To edit any details, you'll need to delete and setup the BPAY again.
If you're editing a recurring BPAY, you'll need to re-confirm when you want the edited BPAY to commence again with the updated details. We'll display the current frequency details near the frequency choice section.

How to edit a BPAY

Select the BPAY you want from your future dated BPAY list.
Click edit.
Update the details of the BPAY where applicable. Note that the biller code and customer reference number can't be edited. For security reasons, you'll need to delete and setup the BPAY again if you're changing the 'to' account.
Confirm the date that you want the BPAY to take place with the new details. If the BPAY is setup for a future date, the original date will appear. For a recurring transfer, the original details will display.
Click next.
Confirm your changes by viewing the previous and set up BPAY comparison.
Click confirm.
Your details will be saved. You'll also receive a secure message of the changes of your BPAY for your records

General Overview

BPAY View is a way for you to receive and view your bills online as an alternative to through the post. It allows you to track and view your bills as they are received.

BPAY View can be accessed from the left menu.

You must register for each bill you want to receive online. Suncorp Bank passes registration requests on to the biller, who will process it within 3 working days.
When you login to internet banking, you will be notified of new responses from your billers, and any new bills since you last logged in.
When your registration is complete, your biller will send future bills online. Most billers will no longer send you paper bills.
You can print a copy of your bill or save it electronically for your records if you wish.
You are allowed to register a bill with more than one provider of BPAY View. Eg you register your rates bill at Suncorp Bank and then at another bank. This will result in electronic bills being sent to both.

Definitions

Biller: The organisation who currently sends you periodic bills. For example your local council rates, your electricity supplier, or your telephone.

Bill: A specific account or service you have with your biller. For example you may have landline telephone and a mobile phone account with one biller. These are separate bills.

Bill Summary: An invoice from your biller. For example your landline telephone bill for March. You usually receive numerous Bill Summaries for each bill.

Registering for your first bill

Go to View Bills - BPAY View and click Register Biller.
Enter the biller code or company name to check if they offer BPAY View.
Options will display from your search, if the biller is correct, click Select.
Enter a Customised Bill Name if you wish. This allows you to give your bills another name for easy reference.
Enter the BPAY View Registration No.
Enter the Exact customer name on bill.
Internet Banking will show an icon when a new bill is available to view when you logon to Internet Banking. If you also wish to receive an email notification of a new bill, Select Yes.
Confirm your primary email address to send new bill notifications to.
Once you have supplied the necessary information, please check that it is correct before submitting it. Suncorp Bank will then send your registration request to your biller.
A response from the biller should be received within 2 working days to your registration request. The status' for each registration request can be viewed on the biller details screen.

Check Bill Registration Status

At any time you can check to see how each of your registration requests are progressing by going to the 'biller details' screen.
All your bill registrations are shown here.
Each bill registration has a status. These can be Active, Pending, Rejected, Deactivating or Deactivated.
For all active bill registrations, you will be able to amend your custom name. The notification method can be changed when status is Active and your Biller does not need to provide you with a mandatory email.
The initial status of your registration is Pending. Once your biller has processed the request, the status will change to Active or Rejected. The biller will usually provide a short explanation if the status is Rejected.
If you or the biller request to opt-out of BPAY View, the status will become Deactivating.

You can change some details of active bills from this screen.

The custom name can be changed.
The notification method (this cannot be changed for some bills)

To de-register an active bill, click Delete.

If a registration request is rejected, you can retry this registration.

Notification of a New Electronic Bill

There are two options for notification of Bpay View bill summaries:

Login only. If a bill summary has arrived since you last logged into Internet banking a notice will appear on your welcome screen advising that a new bill summary has arrived.
Email and login. An email will be sent to your primary Internet banking email address for all new bill summaries received for this bill registration. You will also receive messages at your next Internet banking login screen.

Some bills may require mandatory email notification to meet a Biller's legal obligations, and you will not be allowed to choose option a). For all other bills Suncorp Bank offers you a choice of either option.

If you change the address for notification emails, your primary Internet banking email address will also change. If you do change your email address you will need to inform us to continue receiving bill notifications.

Managing your Bill Summaries

When you are notified about a new bill, you can go directly to the Bill Summaries screen. You can also go there from the menu at the left of Internet Banking at any time.
This screen shows the most recent bill received at the top of the screen. You also have the option to sort by bill due date if you prefer.
Each line shows summary information for a bill. To see more details, click on the Bill description or the action "View additional bill information".
Bills will remain in this list until the expiry date (determined by your biller).

Bill Reminders

If your biller sends a bill reminder or replacement bill, you will have an exclamation mark icon next to your bill.

Bill Archiving

All bill summaries received by Suncorp Bank will remain accessible via either your bill summary or bill archive screen until the bill expiry date. The bill expiry date is set by the biller and is not the same as the bill due date. Bill summaries will usually be accessible until the next bill arrives.
There will be no notification of bill summaries being removed from either of these screens. Management of bills for payment or record keeping purposes is your responsibility. If you need a copy of an expired bill, you must contact your biller. Some billers may charge for this service.
If you have archived a bill in error you do have the option to move this bill back to Bill summaries under the "Action" column.

Business Payments Debit allows you, if you are an approved Suncorp Bank Direct Debit User, to draw funds from your customers accounts for which you hold a completed Direct Debit Request Authority. Funds may be drawn from accounts with any Financial Institution within Australia and will be credited to your account.

What you need

To be able to utilise Business Payments Debit you need to ensure that you have satisfied the following criteria:

Eligible Business account

Are you authorised to submit/approve Business Payments Debit?

Your relationship to a Business Account will determine whether you are able to set up or approve a Business Payments Debit file on that particular account.

Relationships to an account can be customised by the account owner(s) to ensure they retain maximum control over who can submit and approve Business Payments Debit files.

For information on this please contact your Relationship Manager, the Call Centre on 13 11 75 or visit a Suncorp Bank branch.

Security Token Code

An Security Token Code is required to be input to perform Business Payments Debit.

Application and Approval

Customers wishing to submit Business Payments Debit must complete an application form that is subject to assessment and approval. Approved customers will be issued with an APCA Id that is required for each Business Entity when processing Business Payment Debit files.

To find out more or to apply for Business Payments Debit please contact your Relationship Manager, call us on 13 11 75 or visit a Suncorp Bank branch.

Setting Up

Here you can set up a Business Payments Debit file.

Business Payments Debit transactions can only be processed by uploading an ABA/BECS file.

Select "Business Payments Debit" from the left hand menu
Click on the browse button to select a payment file to be uploaded. Select "Next"
If there are errors in the file and the file cannot be accepted these errors will display on the screen. To determine the meaning of these errors click on the relevant error for an explanation.
Check the amount of the Business Payments Debit file to ensure it is correct.
Choose the account you wish to make the payment to. Make sure that you have sufficient period, transaction and file limit available.
Enter your reference for the payment
Select whether you wish the payment to be processed immediately once approved (select Immediate) or transferred on a future date (select Transfer once on this date and enter date you wish the funds to be transferred). Note that files cannot be dated more than 120 days in the future.
Click "Next" to proceed to the confirmation screen. This will summarise the file transaction and show you the details of the individual accounts. Click "Confirm" if details are correct otherwise click "Edit" to change any details
After clicking "Confirm" one of two things will occur.

If you are an approver you will be taken to the awaiting approval screen and asked to approve the Business Payments Debit File
If you are not an approver you will be taken to a receipt screen for the file transaction. You can print this file for your own records. A message will be sent to the authorised approver(s) to confirm and authorise the payment file.

Period, File and Transaction Limits

Suncorp Bank applies period and transaction limits when a customer is approved to do Business Payments Debit.

Period Limits

Period Limits are limits applied to an individual account that define the total dollar value of Business Payment Debit files that can be processed to the account during a certain period (eg daily, weekly, monthly).

File Limit

File limits define the total dollar value of an individual Business Payments Debit file that can be processed. No files with a total amount greater than the File Limit will be accepted.

Transaction Limits

Transaction Limits are limits that apply to the individual transactions that are contained within the Business Payments Debit file. No individual transaction contained within the file can be greater than the transaction limit.

Applying for a change to Period, File or Transaction Limits

Even though Suncorp Bank sets these limits, customers can request to have these limits increased. Any increases are at the discretion of Suncorp Bank and are subject to approval.

Increases in Period, File and Transaction limits can only be applied for by the account owner(s) and are subject to approval by Suncorp Bank. For two to sign accounts the request for a change in Period, file or Transaction limits must be given (signed) by at least two account owner(s).

You can apply for an increase in Period, File and Transaction limits by contacting your Relationship Manager.

Transaction History

Note: You can also search for payments through looking at the bank statement for your Business Account from which the payment was processed. Simply click on the view details link that is located under the relevant transaction on your bank statement.

How to search for a Business Payment

Select "Business Payments Debit" from the left hand menu, then click "Business Payment History"

Select an account you wish to search on
Select the period that you wish to search on using drop down box or entering the date range manually. Note: Transaction history is available for the past 12 months
Your Reference is optional. If you know the reference of the file you are searching for you can narrow the search down to include only those files that have this reference.
Value Range is optional. This again can be used to narrow the search down to those files within a specific value range
Select the order you wish these to be displayed
Click "Search"
You will now be shown a screen that will list all of the Business Payments files that meet your search criteria. The status of each file is displayed (ie processed, failed or deleted) along with some minor details of the payment. The search criteria is displayed above this table so you can check to ensure the correct criteria was entered.
To view details of a payment click "Select" next to the payment you wish to view.
You will now be shown a screen that provides details of the Business Payment. To exit back to the account Balances screen select cancel

Payments Awaiting Approval

Here you can see all the Business Payments Debit files that have been set up but are awaiting approval. This is used in all cases where accounts have 2 to sign authority. Awaiting Approval allows you (an authorised approver) to either approve or delete the payment file depending on your situation.

Note: Business Payments Debit files that are awaiting approval will be automatically deleted after 14 days from the date of set up unless approved, deleted or cancelled by an authorised signatory.

Approving a Business Payments Debit file awaiting approval

Select "Business Payments Debit" from the left hand menu

The Awaiting Approval section will show all Business Payments Debit that are awaiting approval
Select the payment you wish to approve by clicking "Select"
Check that the payment details are correct and that you have sufficient period limit to approve the transaction. If you do not the payment cannot be approved at this time.
Enter your Security Token Code
Click "Approve" to authorise the payment instructions
After clicking "Approve" you will receive a receipt for the payment which can be printed for your own records.

Deleting a Business Payments Debit awaiting approval

Select "Business Payments Debit" from the left hand menu

The Awaiting Approval section will show all Business Payments Debit that are awaiting approval
Select the payment you wish to delete by clicking "Select"
Select "Delete" to remove payment instructions and thus the payment will not be processed. For two to sign payment files it does not require two signatories to delete the payment.

Future Dated Payments

Here you can search and view the details and transaction information of files that have been set to be processed at a future date. As long as you are authorised you can use this function to delete any future dated payments that are no longer required. This functionality is available for both Business Payments Credit and Business Payments Debit.

Select "Business Payments Debit" in the left hand menu
In the "Future Dated" section select an account you wish to search on.
You will now be displayed with any future dated Business Payments files that are set to be processed from that account. The status of the file as well as the date when it is due to be processed is also displayed.
Click "Select" for the file that you wish to view
You will now receive a screen that shows details of the future dated Business Payment.
If you wish to delete this payment select "Delete"
To return to the account balances menu select "Cancel"

File Error Explanations

Header record not found

The file does not contain a header record (usually a 0 record). This record is situated at the top of the file and contains titles such as date, amount etc

Record is not in correct format

The record on this line is in a format that cannot be recognised. You may need to check the fields to ensure they are correct

Unexpected record

The record on this line is an incorrect type of record. The order of the fields in this record may be incorrect

Invalid transaction type

The record on this line is an invalid transaction type. Suncorp Bank does not allow the following transaction types:

Australian Govt Security Interest (51)
Family Payments (52)
Pensions (54)
Debenture/Note Interest (57)

More than one balancing transaction in file

The file contains more than one balancing transaction. These transactions are identified as the following transaction codes

Business Payments Credit - 13
Business Payments Debit - 50

Suncorp Bank will only accept files with one of these transactions.

Invalid characters in reference field

This field for the record on this line has invalid characters.

This field should contain the following characters only:

A-Z, a-z, 0-9 and space, full stop and the following characters

< > ( ) + ? & ! $ * ; : _ - / \ % , # @ ' " = ~ `

Invalid characters in account name

This field for the record on this line has invalid characters.

This field should contain the following characters only:

A-Z, a-z, 0-9 and space, full stop and the following characters

< > ( ) + ? & ! $ * ; : _ - / \ % , # @ ' " = ~ `

Invalid characters in remitter name

This field for the record on this line has invalid characters.

This field should contain the following characters only:

A-Z, a-z, 0-9 and space, full stop and the following characters

< > ( ) + ? & ! $ * ; : _ - / \ % , # @ ' " = ~ `

Total record does not balance with transactions

The footer record (7) is showing that the balancing record is not equal to the sum of all the transactions. Please check all values again.

Total record not found

There is no footer record containing totals in this file. You will need to include a footer record before this file can be processed.

More than one batch in file

This file contains more than one batch of transactions. To proceed you will need to ensure that there is only one batch.

Direct debit file transaction limit exceeded

The record on this line has a transaction amount that is greater than your transaction limit. You will need to edit or remove this transaction to proceed.

Direct debit file limit exceeded

The file amount is greater than your file limit. To proceed you will need to reduce the file amount below your file limit by removing some transactions or processing two files.

Maximum direct debit period limit exceeded

Processing this file will mean that you will exceed your period limit. You can check what period limit you have remaining in Internet Banking.

APCA ID invalid

The APCA Id in the file does not match that allocated. Please contact Internet Banking Call Centre on 13 11 75

File date greater than 120 days in the future

The date on this file is greater than 120 days in the future. To process this file you will need to make the processing date earlier

BSB number not valid

The BSB for the record on this line is not valid. If you believe that it is valid please call the Internet Banking Call Centre on 13 11 75

You are not authorised to APCA ID xxxxxx

You are not permitted to submit files under this APCA ID. If you believe that you should be please call the Internet Banking Call Centre on 13 11 75

More than one trace account

You may only have one trace account for all transactions in a file. You will need to edit the file.

Trace account not at Suncorp Bank

The trace account specified in the file must be a Suncorp Bank Account. You will need to input a Suncorp Bank account as the trace account to continue.

File Date in the past

The processing date in the file is in the past. This file can still be processed and this warning is to allow you to check that you have submitted the correct file.

Suncorp Bank Account Number Invalid

The record on this line has an invalid Suncorp Bank account number. The file can still be submitted but the transaction will reject back to your account.

Tired of filling-out piles of cheques or making manual bank-transfers each week to your employees, creditors, and suppliers? With Suncorp Bank’s Business Payments Credit Solution, you can automate the process; make easy, bulk, and scheduled payments right from your Internet Banking, saving you time, stress, and a load of effort.

What you need to use Business Payments Credit

An Eligible Business account

The following accounts are eligible for Business Payments Credit:

Everyday Business Account
Business Premium Account
Business Cheque
Business Investment Account
Business Management Account
Revolving Credit Account/Finance Pak facility
Business Line of Credit
Real Estate Trust Account
General Trust Account
Solicitors Trust Account

To perform Business Payments Credit, you'll need to have the appropriate relationships setup for you to setup and/or approve Business Payments. These can be customised for each business so call us on 13 11 75 if you need further information.

Security Token

To use Business Payments Credit, you'll need to input a Security Token Code. A Security Token will be required for each person that will be setting up and approving business payments (if required).
Business users can apply for a Security Token via Internet Banking in the Settings and Security tab.

An APCA Credit ID

To perform Business Payments, you'll need an Australian Payments Clearing Association (APCA) ID.
If you are making business payments credits from different businesses such as ABC Pty Ltd and XYZ Pty Ltd, you will need to apply for an APCA ID for each business.
To apply for an APCA Credit ID, call us on 13 11 75 or visit your local branch.

Creating a Business Payment

You can set up a Business Payments Credit in one of three ways:

Manually create a Business Payments template
Use an existing template
Upload an ABA file (Australian Bankers Association) which is typically created by accounting software such as MYOB or Quicken

Once you have set up a Business Payments Credit you can save it as a template and use it again for new Business Payments at a later time.

Below you will see the options at the top of the page. You can also see any Business Payments that are awaiting approval and any future dated Business Payments.

Manually Creating a Business Payment

Select Business Payments Credit from the left hand menu then click Manual Entry.
You can either load a saved template of create a new one. To create a new one, first select the APCA ID you wish to use for this payment.
If you are managing multiple businesses and are using multiple APCA credit IDs, please select the relevant ID from the dropdown options. If your APCA ID is missing from the list, contact us on 13 11 75 or 617 3362 2222 and we can add it to your list.
Proceed down to the Add Payment button.

Once you click Add Payment, a pop-up box will appear that will let you enter details for your Business Payments transactions. You can move this pop-up window to suit you. Each time you enter details and hit Submit, it will then be added to the table.
To fill out the payment details in the Add Payment pop-up:

Enter the account name. Account name is for reference purposes only. Funds will be transferred to the provided account number regardless of whether the account name matches the account number. You must ensure that the account number is correct.
Enter the BSB code of the account you want the funds transferred to. Ensure this number is correct.
Enter the account number of the account you want the funds transferred to. Ensure this number is correct
Enter a Reference name so that the recipient will recognise where the payment came from.
Enter the amount to be transferred.

Once you have entered transactions, they will appear in the table. You can sort the transactions in the table by clicking on the top row of each column. An arrow will indicate the direction in which the columns are being sorted.
To move between pages in the table, use the page selector on the bottom of the table. The total value of the Business Payment will be shown on the bottom right of the table.

Once you have finished entering your transactions

If you only wish to save your entered transactions as a template and not submit them select Save Only. This will take you to the screen where you can save the template.
You can nominate an account for which this template will be associated to.
Enter a name for the template and click Save.

Submitting a Business Payment

From the manual entry screen click Next.
Confirm the details of the Business Payment.
Choose the account you wish to use for the business payment
Enter a reference for the Business Payment. This will appear on your statement and transaction history.
Select the timing of the Business Payment. You can either submit it immediately or future date the business payment (up to 120 days from the day you are creating the Business Payment.)
If you wish to save the transactions you have entered as a template for future use, Click yes and give the template a name. This will then become available in the Business Payments templates section.
Click Next

Use an existing Template

Select Business Payments Credit from the left hand menu then click Saved Template.
Select the account that's associated with the template you previously saved.
A list of saved templates will appear. Select the template you want to use.

Load Saved Template page:

You will then see the existing transaction information for the template that you selected.
You can choose to edit any of the transactions at this stage.
Click Next and proceed as per payment of a manual Business Payment

Upload an ABA/BECS file

In the Business Payments Credit page, select Upload Payment File.
Click browse and search for the ABA file on your computer.
Click Next.
You will now see the Business Payment options screen. The APCA id to be used and total Business Payment amount will be displayed.

Business Payment Upload File and Confirm Details:

Choose the account you want to process this Business Payment from.
Enter a reference for the payment.
Select the timing of the business payment which can be immediate or in the future (up to 120 days from the time you set it up). You may have already specified a date in the software you used to create the ABA file. We will use this date if available.
Click Next to confirm all of the details. The transactions to be processed in the Business Payment will be displayed.
Enter your Security Token Code to verify the payment and click confirm.
Your payment will now either be submitted for processing or sent to Payments Awaiting Approval. Another signatory will need to approve the payment if it goes into this status. An email and secure message will be sent.

Account and Personal Limits

The account owner can apply Account and Personal Limits to an individual business account. This gives the account owner flexibility and control over the value of payment files that can be processed from a particular account and the value of payment files that can be processed by a particular individual with a relationship to an account.
If an account or personal limit has been set, it will always override the daily limit but will not override the Transaction Limit.
If there are no account limits applied to an account then any individual transacting on the account will be restricted by their Internet Banking Daily limit and Transaction Limit.
Account and personal limits do not count toward your daily limit. Account and personal limits override a daily limit. Eg. An account limit of $50,000.00 will override your daily limit of $20,000.00.

Account Limits

Account Limits are limits applied to an individual account that limit the total dollar value of Business Payment Credit files, external payments and funds transferred to another Suncorp Bank account that can be processed from the account on a daily basis.
For example, if you place a $20,000.00 account limit of a business account, only $20,000.00 can be transferred via business payments, external payments and transfers to other Suncorp Bank accounts regardless of the account balance or daily limit set.

Personal Limits

If you choose to apply an Account Limit to your account, you can also have a Personal Limit for each individual relationship holder on an account. This limits the total dollar value of Business Payments Credit files, external payments and funds transferred to another Suncorp Bank account that the relationship holder can personally authorise from the account on a daily basis.
For example, if you place a personal limit on Simon who works in your office for $5,000.00, Simon can only transfer up to $5,000.00 via business payments, external payments and transfers to other Suncorp Bank accounts regardless of the account balance or daily limit set.

Applying for an Account and Personal Limit

You can apply for an Account and/or Personal limits for relationship holders by contacting us on 13 11 75 or by visiting a Suncorp Bank branch.
Account and Personal limits can only be applied for by the account owner(s) and are subject to approval by Suncorp Bank. For two to sign accounts the request for an account or personal limit must be given by at least two account owner(s).
If you have an existing Account or Personal limit this can be increased or decreased by the account owner(s) and is subject to approval by Suncorp Bank. For two to sign accounts the request must be given by at least two account owner(s)
Limit applications will take approximately 2 business days to be processed.

Template Management

Below is how you can create, edit and delete templates for Business Payments Credit. A maximum of 25 templates is permissible per Business Account and each template can have a maximum of 1000 transactions.

Creating a New Template

To create a new template, Click on Manual Entry and enter your transaction details.
To save as a new template click Save Only.
Choose the account you want to associate the template to.
Name the template.
Click Save.

Editing an Existing Template

To access a previously saved template, simple click on Saved Template from the Business Payments page.
Choose the account that was associated with the Business Payment and the available template will be displayed.
Click Select to choose your desired template.
Edit or process the Business Payment as desired.

Deleting a Template

Transaction History

Here you can search and view the details and transaction history of previous files that have been processed, have failed or have been deleted. This functionality is available for both Business Payments Credit and Business Payments Debit.
Note: You can also search for payments through looking at the bank statement for your Business Account from which the payment was processed. Simply click on the view details link that is located under the relevant transaction on your bank statement.

How to search for a Business Payment

On the main Business Payments page, click on Search Business Payments History
Fill in the details for which you want to search
Click search and your results will be displayed
To view the details of a Business Payment, click select

Payments Awaiting Approval

Here you can see all the Business Payments Credit files that have been set up but are awaiting approval. This is used in all cases where accounts have 2 to sign authority. Awaiting Approval allows you (an authorised approver) to either approve or delete the payment file depending on your situation.
Note: Business Payments Credit files that are awaiting approval will be automatically deleted after 14 days from the date of set up unless approved, deleted or cancelled by an authorised signatory.

Approving a Business Payments Credit file awaiting approval

If a Business Payment has been setup and requires further approval, it will go into an Awaiting Approval status.
When you logon to Internet Banking, you will see the below symbol to alert you of payments you need to approve.

Click on Business Payments Credit.

In the Payments Awaiting Approval section, payments requiring approval will be listed.
Select the payment to approve.

Example of Payments Awaiting Approval:

Confirm the details of the business payment.
Enter your Security Token Code
Click Approve to submit the payment.

Deleting a Business Payments Credit awaiting approval

To delete a Business Payment, simply find the Business Payment in the awaiting approval list and select delete.

Future Dated Payments

File Error Explanations

Header record not found

The file does not contain a header record (usually a 0 record). This record is situated at the top of the file and contains titles such as date, amount etc

Record is not in correct format

The record on this line is in a format that cannot be recognised. You may need to check the fields to ensure they are correct

Unexpected record

The record on this line is an incorrect type of record. The order of the fields in this record may be incorrect

Invalid transaction type

The record on this line is an invalid transaction type. Suncorp Bank does not allow the following transaction types:

Australian Govt Security Interest (51)
Family Payments (52)
Pensions (54)
Debenture/Note Interest (57)

More than one balancing transaction in file

The file contains more than one balancing transaction. These transactions are identified as the following transaction codes

Business Payments Credit - 13
Business Payments Debit - 50

Suncorp Bank will only accept files with one of these transactions.

Invalid characters in reference field

This field for the record on this line has invalid characters.

This field should contain the following characters only:

A-Z, a-z, 0-9 and space, full stop and the following characters

< > ( ) + ? & ! $ * ; : _ - / \ % , # @ ' " = ~ `

Invalid characters in account name

This field for the record on this line has invalid characters.

This field should contain the following characters only:

A-Z, a-z, 0-9 and space, full stop and the following characters

< > ( ) + ? & ! $ * ; : _ - / \ % , # @ ' " = ~ `

Invalid characters in remitter name

This field for the record on this line has invalid characters.

This field should contain the following characters only:

A-Z, a-z, 0-9 and space, full stop and the following characters

< > ( ) + ? & ! $ * ; : _ - / \ % , # @ ' " = ~ `

Total record does not balance with transactions

The footer record (7) is showing that the balancing record is not equal to the sum of all the transactions. Please check all values again.

Total record not found

There is no footer record containing totals in this file. You will need to include a footer record before this file can be processed.

More than one batch in file

This file contains more than one batch of transactions. To proceed you will need to ensure that there is only one batch.

Direct debit file transaction limit exceeded

The record on this line has a transaction amount that is greater than your transaction limit. You will need to edit or remove this transaction to proceed.

Direct debit file limit exceeded

The file amount is greater than your file limit. To proceed you will need to reduce the file amount below your file limit by removing some transactions or processing two files.

Maximum direct debit period limit exceeded

Processing this file will mean that you will exceed your period limit. You can check what period limit you have remaining in Internet Banking.

APCA ID invalid

The APCA Id in the file does not match that allocated. Please contact Internet Banking Call Centre on 13 11 75

File date greater than 120 days in the future

The date on this file is greater than 120 days in the future. To process this file you will need to make the processing date earlier

BSB number not valid

The BSB for the record on this line is not valid. If you believe that it is valid please call the Internet Banking Call Centre on 13 11 75

You are not authorised to APCA ID xxxxxx

You are not permitted to submit files under this APCA ID. If you believe that you should be please call the Internet Banking Call Centre on 13 11 75

More than one trace account

You may only have one trace account for all transactions in a file. You will need to edit the file.

Trace account not at Suncorp Bank

The trace account specified in the file must be a Suncorp Bank Account. You will need to input a Suncorp Bank account as the trace account to continue.

File Date in the past

The processing date in the file is in the past. This file can still be processed and this warning is to allow you to check that you have submitted the correct file.

Suncorp Bank Account Number Invalid

The record on this line has an invalid Suncorp Bank account number. The file can still be submitted but the transaction will reject back to your account.

You can update and change a range of items via "Settings and Security" from the Internet Banking menu.

Change Password

Go to Settings and Security

Click "Change my password".

Type in your Current Internet Banking Password, then type in your New Internet Banking Password. Then type it in again in Confirm New Internet Banking Password.
Click "Save" to save your new Internet Banking password.

Update my address

Go to Settings and Security and click the "Update Contact Details" tab

Here, you can change your address details including phone numbers. The changes will be processed within 2-3 business days. We will respond to your instruction via Secure Messages and advise if you need to supply any supporting documentation to complete your request.

If you would like to change the formal name on your account, please visit your nearest Suncorp Bank branch with sufficient identification of your new and old name e.g. a marriage certificate.

Change Email Address

Here, you can change your primary and secondary email addresses. These can also be updated directly at the bottom My Accounts page. Ensure you keep your email address(es) up to date so we can send you automated alerts regarding transfers or payments.

Your email addresses are located under your accounts
Simply click "change" and enter the new email address
Click the tick to save the new email address or cross to return to your original email address.

Daily Limits

General Information about Daily Limits

Daily limits are a security measure to limit the amount of money that could be fraudulently transferred from any of your accounts to a 3rd party using Internet Banking.
A daily limit applies to transactions initiated from your Internet banking Customer ID. There is one combined limit for all of your accounts.
Your daily limit remaining and current daily limit are both shown next to the Amount field on the Other Suncorp Bank Account transfers screen, BPAY screen and the External payments screen.
All transactions to non-Suncorp Bank accounts, to other Suncorp Bank accounts, BPAY transactions (excluding BPAY transactions to Suncorp Bank Super and the ATO) and Business Payments are subject to the daily limit. The total of these three types of transactions on any given day must be less than your daily limit. Any transaction that exceeds your daily limit will be rejected.

Most External payments over $3,000 and Business Payments require you to enter a Security Token Code to verify the transaction.

If two people have access to the same account through Internet banking, then each user will have their own daily limit.

Daily limits reset to zero at approximately midnight.

Changing Your Daily Limit

You can request changes to your daily limit using the "Change my daily limit" link underneath your accounts section in Internet Banking. If you find that the limit is higher than you use, you can request your limit to be lowered.
You can change your limit from $0 to 50,000 online via Internet Banking. To change your daily limit over $5,000, you'll need to obtain a Suncorp Bank Security Token.

Limits for International Money Transfers

The maximum amount for Online Telegraphic Transfers using the "Overseas Account" type can not be changed by altering your daily limit. Subject to your daily limit, the transaction limits for Online Telegraphic Transfers are:

Up to AUD $20,000 can be completed 24 hours a day; and
Transactions over AUD $20,000 can only be completed during the hours 8.00 am and 6.00pm AEST on any Business Day (being Monday to Friday on which branches of Suncorp Bank are open for business in Brisbane)
A single Online Telegraphic Transfer cannot exceed AUD $50,000.
The maximum amount that can be transferred within a 48 hour period is AUD $100,000 per Customer ID.

Limits for Business Accounts

Business Account owners can apply for account limits and personal limits to be applied to business accounts. These are subject to approval by us.
An Account Limit limits the total dollar value of all external payments, BPAY®, Business Payment Credit files and transfers to another Suncorp Bank account that can be processed from the account each day.
A Personal Limit can be set up for each individual that transacts on the account. It limits the total dollar value of all external payments, BPAY®, Business Payment Credit files and transfers to another Suncorp Bank account that the individual can approve each day. Personal limits are only available if an Account Limit is in place.
While an account limit or personal limit is in place for an account, the dollar value of external payments, BPAY®, Business Payment Credit files and transfers to another Suncorp Bank account made from that account will not be included in the daily limit for the person registered for Internet Banking (e.g.an account limit will override a daily limit).

Limits for Business Payments Debit

Limits are in place if you're uploading an ABA file to Internet Banking in order to process a business payment debit.
A Period limit restricts the total dollar value of Business Payment Debit files that can be processed for a particular Debit User during a certain period (eg daily, weekly, monthly).
A File limit restricts the total dollar value of an individual Business payment Debit file that can be processed by a particular Debit user.
A Transaction Limit is set for each Debit user and limits each individual transaction that is contained within the Business Payment Debit File.

How Daily Limits Affect Future Dated and Recurring Transfers

Future dated and recurring payments that are set up to occur on a future and/or recurring date, to both Suncorp Bank and non-Suncorp Bank accounts, will affect the daily limit on the date the transfer is processed and not on the day of set up.
For example if you have a future dated transfer that you setup today the first of February for April 15, your daily limit will be deducted overnight on April 15 when the transaction takes place.
Business payments reduce the daily limit on the date that they are set up regardless of the future date of the transaction.
The maximum amount for an immediate transfer is your remaining daily limit, and the maximum amount for a future dated transfer is the full amount of your daily limit.
If there is an insufficient amount of your daily limit remaining on the date that the transaction actually occurs, the transaction will usually be rejected on that date, and you will receive a notification of the failure by secure message through internet banking.

How Daily Limits Affect Two to Sign Accounts

When a transaction which is subject to a daily limit is set-up under a two to sign authority, the limit will be deducted from the person who sets up the transaction. The limit of the person approving the transaction won't be affected.

Profiles

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.

Creating a new profile

Select "Manage My Profiles" from the green banner on the top of the page.
Under Create New Profile, enter in a profile name, followed by your preferred primary and secondary email addresses.
Click "Save" and you have created a new profile. Your new profile has no accounts yet, so you need to go to the next section to add accounts to your profile.
If you want to make this your default profile so that the linked accounts appear each time you login, underMaintain Profiles click "Make Default" in the Make Default Profile column.

Changing the active profile

Click the current Active Profile name at the top of the page.
From the drop down list, select the profile you wish to change to.
The accounts in use will now be those linked to the profile you have selected.

Making a profile the default on login

You can select which profile is shown automatically when you login into Internet Banking.

Select "My Details" in the left hand menu then click "Manage My Profiles".
Locate the profile in the Maintain Profiles list that you want shown each time you login, click "Make Default" under the Make Default Profile column.

Deleting a profile

Select "My Details" in the left hand menu then click "Manage My Profiles".
Locate the profile in the Maintain Profiles list you wish to delete and click "Delete". This will update your profile list and the deleted profile will no longer exist.

Adding and removing accounts on your profile

Change your active profile to the profile you wish to add accounts to.
Refer to the Manage My Accounts section for details on how to add and remove accounts from the current profile.

Secure Messages allow you to make an enquiry to one of our consultants directly, conveniently and securely via Internet Banking.

Secure messages provide you with an added level of security when sending and receiving confidential information about your accounts.
If you want to send any information about your accounts to Suncorp Bank, we strongly recommend you use secure messages instead of your standard email.
Once we receive your secure message, one of our consultants will reply within 2 business days.

Viewing unread messages

From the left hand menu, select "Secure Messages".
You will find your unread messages under the Unread Messages section.

Viewing sent messages

From the left hand menu, select "Secure Messages".
You will find your unread messages under the Sent Messages section.
Locate the message you want to view by looking at the subject or date and then click on the subject to view the message.
From here, you have two options:

You can resend the email to customer service by clicking "Re-send".
You can delete the message by clicking "Delete".

Kept messages

These are messages that you have received that you want to keep for future reference.

Manage your secure messages

After a while, you'll find that you may have a lot of messages. You can delete those no longer required by selecting the checkbox beside each message and clicking "Delete".

Composing a New Message

From the left hand menu, click "Secure Messages".
Click "Compose New Message" to start a new message to Suncorp Bank.
Select a subject from the drop down menu. Your choices include insurance claims, investment enquiries, and external funds transfer password request.
Type in the details of your message
When you have finished, click "Send" to send the message to Suncorp Bank.
This message will now appear in the Sent Messages area of Secure Messages.

To maintain a high level of safety for our customers, a Security Token Code is required to approve certain banking transactions, such as changing your Daily Limit, external transactions above $3,000 per day and Global Payments. You can quickly generate a Security Token Code via the Suncorp Bank Secured App in just a few clicks. The app is free and is available for iOS and Android.

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