We’re excited to be moving to a new Online and Mobile Banking system on March 17 that will provide enhanced features, security and much more, to continue to meet the evolving needs of Merchants Bank personal and small business customers. Here you’ll find helpful information to walk you through the transition and what you can expect in the new system.
Your local branch and our Electronic Banking team will be here to assist you if you have questions during the transition.
Our new Online & Mobile Banking system will offer several enhanced features, as well as seamless access to new financial tools:
Increased security with two-factor authentication, which confirms your identity through a code to your mobile device, phone call or personal security questions when you log in for the first time from a new device. Learn more about this process.
Personal users will have access to credit score and credit reports, credit analysis, education, credit monitoring and more.
Pay bills electronically or enroll for electronic bill delivery from companies that offer this service.
See account balances at a glance on mobile with Fast Balances (see screenshot below).
Send secure messages to our Electronic Banking team if you have questions.
Eliminates separate access for Online and Mobile Banking – now everything is in one!
First Time Login and Initial Setup
You will be able to log in to the new platform using the method you are familiar with.
From a Desktop Computer
Choose Personal Online Banking or Small Business Online Banking from the drop down on our home page.
From a Mobile Device
Your Merchants Bank Mobile Banking app will update to the new system. Open the app to begin.
- If you have auto updates selected, the update will happen automatically.
- If you do not allow auto updates, you will need to manually update your app to the latest version.
Then, follow these instructions:
Use your current desktop username and password to login.
Follow the prompts provided to update your personal information and password. - As part of our enhanced security, you will need to complete two-factor authentication, which confirms your identity through a code to your mobile device, phone call or personal security questions when you log in for the first time from a new device. Learn more about this process. - It may be helpful to have a recent statement or your checkbook available for reference. If the personal information you enter does not match our records, you may need to call or schedule an appointment to stop into your local branch to continue the transition process.
Upon login, review the following areas to ensure accuracy. If necessary, update any information. - Bill pay payees and scheduled payments. Payee information may not migrate over if the information was incomplete. - Internal transfers and scheduled payments between Merchants Bank accounts. - For Small Business Online Banking, administrator and secondary user login access will migrate. Please reset your secondary user entitlements.
The following will not automatically transfer to the new system. Upon your initial login, you will be able to update based on your preferences.
External accounts (non-Merchants Bank accounts)
Manage My Money (which is now called Spending, available on desktop)
Please keep in mind that account access is determined by account ownership. Please contact your branch if you have questions regarding which accounts you can see when you login to Online Banking.
Please note: To access the Mobile Banking click-thru, please enter text in the username and password fields. You do not need to input a current username or password, any text entered into the fields will work.
If you don’t see your preferred phone number as an option, make sure you've clicked the arrows to the right in the phone number box. Your preferred phone number may still be there as an option, select it to continue.
If you still don't see your preferred number, click the "I can't be reached at any of these numbers" option and follow the prompts. If you're still experiencing difficulties, call your local branch.
When entering the confirmation code for two-factor authentication, ensure that it is the 8-digit code that is in the body of the text message you received or that the phone call tells you after you answer – the code is not the number the text or phone call is coming from.
If you updated your information by logging in to Online Banking through our website, you will use your updated log in information to log into the app as well. You no longer need a separate username or password for the mobile app.
If you are certain you’ve used your updated log in information to attempt logging into the app and you are still unable to get in, please call your local branch.
Information for Small Business Users
The following information is specific to small businesses using our new system.
Business Administration user login and full system entitlements will migrate to the new system. Secondary user login IDs will migrate but account entitlements will not. Business Admins will need to reset entitlements for all non-admin users. If a non-admin user logs in prior to entitlements being reset, they will not see any account information.
Administrators: To Set User Entitlements
From the Balances screen, click on Profile in the menu.
Click on Users.
Click on the key icon to the far right of the username you wish to Edit Entitlements for.