Managing your merchant facility
If you are an existing Suncorp Bank merchant customer, you can continue to use your EFTPOS terminals and payment services as you normally would. As of mid-2026, Suncorp Bank has adjusted its business service offerings, and new applications for merchant facilities are no longer being accepted. If you currently hold an active facility, your service remains fully supported.
Managing your terminal effectively often involves ensuring your connection is stable and that your business details remain current. If you encounter issues with your terminal, it is usually best to first verify your connectivity and transaction history through your Suncorp Business portal or your primary business transaction account.
| Category | Details |
|---|---|
| Support Contact | Call 13 11 75 (Mon-Fri, 8am – 5:30pm AEST) |
| Settlement Time | Typically same-day for Suncorp Business accounts |
| Eligibility | Existing merchant customers only |
| Key Requirements | Active business account; stable terminal connectivity |
Steps to troubleshoot your terminal
When your EFTPOS terminal stops responding, follow this sequence to identify and resolve common connectivity or processing errors:
- Check Connectivity: Ensure your terminal’s connection method (Wi-Fi, 4G, or broadband) is active. If using Wi-Fi, restart your router and the terminal to refresh the network handshake.
- Verify Transaction Status: Log in to your business banking portal to see if the transaction has been recorded. This helps confirm if the issue is with the terminal itself or the communication line to the bank.
- Perform a Manual Settlement: Sometimes, forcing a manual settlement can clear pending communication errors. Refer to your terminal's 'Function' menu to locate the 'Settlement' or 'Batch' option.
- Contact Support: If the terminal displays a specific error code (e.g., 'Communication Fail'), do not attempt to dismantle the unit. Call 13 11 75 for direct technical assistance.
Troubleshooting common issues
MFA / Login Issues
Cause: Incorrect credentials or an expired security token. Fix: Reset your password via the Suncorp Business online portal. Fallback: If you remain locked out, call the business support line to verify your identity and restore access.
Browser or App Errors
Cause: Outdated browser cache or server-side synchronization delays. Fix: Clear your browser cookies or try logging in via a different device to rule out local hardware issues. Fallback: Contact your IT administrator or call the bank’s tech support for current system status updates.
Locked Account / ID Access
Cause: Multiple failed login attempts triggering a security lock. Fix: Wait 30 minutes before attempting to log in again. Fallback: If the device or account remains hard-locked, you must contact Suncorp support to have the account remotely unlocked.
Pro-Tip: To avoid settlement delays, ensure your terminal is settled at the end of each trading day. This creates a clear audit trail for your finances and helps the bank process your daily takings more efficiently, reducing the likelihood of reconciliation errors.
Frequently Asked Questions
Q: I am a new business; can I still apply for a Suncorp merchant facility?
Suncorp Bank is currently not accepting new applications for merchant and business payment solutions. If you require a new facility, you may need to explore alternative payment providers or banking partners who currently offer merchant services. If you already hold an account, you can continue your current service arrangement without change.
Q: Why has my payment not settled in my account yet?
Settlement times can depend on when the batch was processed and which bank holds the account receiving the funds. Generally, if you are using a Suncorp Business account, settlement occurs on the same day if processed before the bank's daily cut-off time. If you notice a delay, first check that the terminal successfully completed the end-of-day settlement process, then contact support if the funds are still missing after 24 hours.
Q: How do I update my business bank account linked to my EFTPOS machine?
If you have changed your business trading account, you will need to update your details with the merchant support team to ensure your funds are deposited into the correct account. This is not always a setting you can change directly on the terminal. Call 13 11 75 to request a change of settlement account details, and be prepared to provide your new BSB and account number.
