Online & Mobile Banking: FAQs


We’d like to extend a very warm and heartfelt thank you to the over 20,000 customers who have logged in to our new Online & Mobile Banking system. We know that change doesn’t come without a few bumps in the road, and we so appreciate your patience with the new system and our staff while call volume was high.

We wanted to provide answers to some frequently asked questions, as well as highlight some convenient features you may not be aware of in Online & Mobile Banking.

Frequently Asked Questions:

What is two-factor authentication?

Two-factor authentication is a security enhancement that will confirm 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 or unknown internet connection. Learn more about this process.

How do I make a mobile deposit?

Mobile deposit allows you to deposit a check without having to go to the Bank. Access Mobile Deposit with the latest version of the Merchants Mobile Banking app.

    1. From the menu, select Deposits.
    2. Select Account.
    3. Enter the Amount.
    4. Snap a Picture / Endorse Your Check.
      Take a clear picture of the check front, then flip it over. Endorse the check “For Deposit Only to Merchants Bank” and then take a picture of the back of the check.
    5. Choose the Deposit button.
    6. Confirmation.

What are the mobile deposit transaction guidelines?

  • $2,500 limit per check
  • $2,500 mobile deposit limit per day
  • May deposit up to 10 checks per day
  • $5,000 mobile deposit limit per month
  • May deposit up to 20 checks per month
  • Limits are not independent of each other. For example, if you deposit 10 checks for $100 each in one day, you have reached your per day limit of 10 checks even though you have not reached your total daily mobile deposit limit of $2,500.

What if I can’t see the menu when I log in from my computer?

Our Online Banking system adapts to whichever device you use to log in, whether that’s a computer, tablet or mobile phone. This adaptation, also known as responsive design, can affect how you are able to access the menu.

If you log in on your computer and the menu seems to have disappeared or collapsed into three white bars on the right side of your screen, you may need to adjust the size of your browser. To do this find the Zoom option in your browser menu or press the CTRL and minus or plus keys on your keyboard at the same time.

To zoom in: CTRL and +
To zoom out: CTRL and –

Tips and Highlights:

External Transfers (transfers to a non-Merchants Bank account): You can easily set up external transfers to accounts you own outside of Merchants Bank using this feature. Depending on the other financial institution’s set up, you may be able to choose instant verification to confirm your account ownership immediately or micro deposit verification to confirm your account ownership within a few business days. Once ownership is confirmed, you can make external transfer happen same day, schedule in advance or schedule them to repeat based on your preference.

Alerts: with this feature you can set up various kinds of notifications for transactions in and out of your accounts (checking, savings, lines of credit and loans), as well as profile updates. Get started with our top five alerts, including “Debit transaction was posted,” and “Account balance above/below threshold,” and over 20 more to chose from!

IMPORTANT REMINDER: If you’ve had updates to your primary contact information, please let us know! We are better able to serve you when we have your updated phone number and email address. You can make sure we have your current information by logging into your online banking and clicking on the “Profile” tab and then “Profile Updates.”

Log into your online banking to check out these sections and make sure you’re getting the most out of the system! Once again, thank you for your patience, and if you have any questions, don’t hesitate to contact your local branch.