FAQS

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I have a suspicious transaction on my account. Who should I contact?
  • If you believe that you are a victim of identity theft with respect to any of your accounts or transactions with us, please notify us through any of the following channels:

    • Your local banking center
    • Your business account representative
    • Customer Service at 1.800.205.3464

    Please provide as much detail as possible about the accounts or transactions in question including dates and account or transaction numbers along with any additional information you may be aware of.

    Read more about reporting fraud.

What can I do as a consumer to prevent online and mobile fraud and protect myself from scams?
I received a call or text from someone claiming to represent First Merchants related to the Coronavirus (COVID-19) situation and asking for my information. What should I do?
  • Unfortunately, fraud-related schemes associated with COVID-19 are on the rise, including a text scam. Fraudsters try to take advantage of times like this. Please be extra careful and aware. First Merchants will never make an unsolicited request for any confidential information from you via email or phone call or require that you update your account details on a Web page. Do not respond to or click on links from unsolicited emails, and do not provide confidential information on an unsolicited phone call. Protect yourself against fraud using these recommendations in our Security Alert.
What about student loan relief?
Where can I learn more about the U.S. government’s stimulus payments program through the CARES Act?
Are there financial assistance options available for my credit card payments?
I’ve been impacted by COVID-19 and I am worried about account fees. What are my options?
  • We understand your concerns about fees such as overdraft, insufficient fund, service and maintenance fees on your accounts. If you are experiencing financial hardship as a result of COVID-19 and are concerned about account fees, please call us at 1.800.205.3464 or contact your local banker. Find your banking center’s phone number.
My income has been impacted by the COVID-19 virus, can you help?
  • Effective immediately, impacted clients may request to defer payments up to 90 days on installment and auto loans, mortgage loans and home equity loans without impacting their credit report or incurring late fees during the deferral period. The bank is also suspending vehicle repossessions and will not initiate foreclosure actions for residential properties for the next 60 days. If you are experiencing financial difficulty as a result of the COVID-19 impact, please call us at (877) 556-8721 to discuss your options. We are here and are ready to work with you.

    First Merchants offers qualified personal banking customers a Hardship Bridge Loan, designed to get you the money you need and the flexibility of delayed payments for 90 days, to minimize the impact of the virus or shutdown. Please contact your local banker to discuss the details or call us at 1.800.205.3464. Find your banking center’s phone number.

What resources do you offer for those that are not as familiar with banking digitally?
How do I manage my accounts and banking needs if I suspect I have contracted COVID-19?
  • You can use the available tools and resources for self-service banking and 24/7 account access through our digital banking services including mobile, online and voice banking services. Using these services, you can check balances, transfer funds, deposit checks, make payments or find the nearest ATM. If you are not enrolled in Online or Mobile Banking and you need assistance, please visit the following links or contact First Merchants Customer Service at 1-800-205-3464.

What about the limits for mobile deposit?
I need to open an account but don’t want to risk coming into a banking center and exposing myself. How can I open an account?
Can you help me set up access to my accounts online?
How can I contact a banker without visiting a banking center?
What should I do if I need to close on a loan that I applied for?
Is it safe to use ATMs?
Does the shelter in place order mean that I can’t come to the bank if I need to?
  • Banks, to include First Merchants are deemed “essential services,” and as such, continue to serve our customers and communities by providing valued financial services. We encourage you to use our digital banking tools. If you feel sick, or are experiencing symptoms such as fever, cough, shortness of breath or sore throat, please stay home. We will work with you to reschedule your appointment or help find an alternative banking solution. Otherwise, please call us to make an appointment at a banking center. Find your banking center’s contact information.
How will you service individuals with special needs?
  • First Merchants is committed to serving all clients, including those with special needs. Please call your local banking center to make an appointment so we can best service your needs. If you feel sick, or are experiencing symptoms such as fever, cough, shortness of breath or sore throat, please stay home. We will work with you to reschedule your appointment or help find an alternative banking solution. Find your banking center’s phone number.
Will customers be able to access their safe deposit boxes?
  • Please call your local banking center to make an appointment so we can best service your needs. If you feel sick, or are experiencing symptoms such as fever, cough, shortness of breath or sore throat, please stay home. We will work with you to reschedule your appointment or help find an alternative banking solution.  Find your banking center’s phone number.
How will transactions that cannot be performed at an ATM or drive-up be handled?
  • Please call your local banking center to speak to a banker about making an appointment to handle your request.  If you feel sick, or are experiencing symptoms such as fever, cough, shortness of breath or sore throat, please stay home. We will work with you to reschedule your appointment or help find an alternative banking solution. Find your banking center’s phone number.
I lost my job and cannot make my next loan payment. What should I do?
  • Effective immediately, impacted clients may request to defer payments up to 90 days on installment and auto loans, mortgage loans and home equity loans without impacting their credit report or incurring late fees during the deferral period. The bank is also suspending vehicle repossessions and will not initiate foreclosure actions for residential properties for the next 60 days. If you are experiencing financial difficulty as a result of the COVID-19 impact, please call us at (877) 556-8721 to discuss your options. We are here are ready to work with you.
What changes did the CARES Act make to Health Savings Accounts?
  • The CARES Act improves Health Savings Accounts (HSAs) to make them more versatile by covering telehealth services and over-the-counter (OTC) drugs.
What transactions can be handled in the drive thru?
  • Please use the drive thru for common transactions including check and cash deposits, change orders, payments and cash withdrawals. For your safety, please refrain from walking up to the drive thru.
Are there other ways I can access my account?
  • Yes! You can use the available tools and resources for self-service banking and 24/7 account access through our digital banking services including mobile, online and voice banking services. Using these services, you can check balances, transfer funds, deposit checks, make payments or find the nearest ATM. If you are not enrolled in Online or Mobile Banking and you need assistance, please visit the following links or contact First Merchants Customer Service at 1-800-205-3464.

Will business customers still be able to make Night Drops?
  • For banking centers with night drops, employees are currently monitoring our night drop throughout the day, and all transactions dropped before 4:00 PM will be processed the same day.
I noticed the team that usually works at my banking center isn’t there, are they ok?
  • Due to the privacy of our team members we cannot disclose details about any of our employees.  Although you may see different bankers today, rest assured the bankers you know will be back soon.  First Merchants is taking extra precautions in all of our locations to protect our employees and clients while continuing to offer excellent service in our communities.
Will I still be able to access ATMs?
  • Yes! If you find that you need to make a cash withdrawal, in addition to our drive-thru services, be assured you have access to cash 24/7 through our wide ATM network, including more than 25,000 free ATMs throughout the country using MoneyPass. Find a MoneyPass ATM.
How do I make an appointment at a banking center?
  • Please call your local banking center to make an appointment. If you feel sick, or are experiencing symptoms such as fever, cough, shortness of breath or sore throat, please stay home. We will work with you to reschedule your appointment or help find an alternative banking solution. Find banking center phone numbers at https://www.firstmerchants.com/locations
How long will the temporary limited lobby service changes be in effect?
  • The safety and well-being of our clients, employees and communities remains our top priority, while continuing to serve you with as minimal disruption as possible. We are closely monitoring the situation and will provide updates via our website on our COVID-19 Updates page.
Should customers withdraw extra money given this pandemic?
What can a disaster loan be used for?
  • These loans may be used to pay fixed debts, payroll, accounts payable and other bills that can’t be paid because of the disaster’s impact. The interest rate is 3.75% for small businesses. The interest rate for non-profits is 2.75%.

If I’m a current SBA borrower, can I modify my loan?
  • Yes, you may be eligible.  Depending on whether you have a 7a or 504 loan and your current situation, we will review and consider your needs.  Please contact your Relationship Manager.  

What if I can’t get to a banking center to sign my loan documents?
  • We have an option for you to be able to sign documents and scan them to us.  Please contact your Relationship Manager.  

What is an SBA Economic Injury Disaster Loan (EIDL)?
  • The SBA EIDL is a low-interest, fixed rate loan.  Borrowers apply directly through the federal government and may be eligible for up to $2million in assistance.  

How do I make an appointment at a banking center?
  • Contact your Relationship Manager or a Banking Center Manager to make appointments. 

If I have a commercial loan but not under SBA do I qualify for a modification.
  • All borrowers in good standing will be considered, depending on their individual situation.  Please contact your Relationship Manager to discuss. 

How do I know if a banking center is open?
  • All of our banking centers are available by appointment, and if there is a drive-thru those services are available during regular business hours.  

What triggers a Fraud Alert?
  • Transactions that we have identified as potential fraud, including transactions outside your normal activity, trigger the alerts. It's important that you respond to these alerts to avoid unnecessary account disruption.

How do I re-enroll in Mobile Banking?
  • It's easy to enroll in First Merchants Mobile Banking! The service is free and available to all Online Banking customers. To sign up, beginning November 11.

    1. Sign in to First Merchants Online Banking using the login information emailed to you.
    2. Choose “Get Started” under the Mobile Banking Center
    3. Review and accept the legal agreement
    4. Enter your mobile information.
    5. Review and submit your enrollment form.
    6. Install the First Merchants Mobile app, available for Android phones and tablets, Apple iPhones and iPads, and Kindle Fire from the Amazon App store.

    When signing in, you will use the same credentials as you do for Online Banking.  You will pick a phone number from your account to receive a security code sent via text during your first mobile login.  You will be required to authenticate yourself on each device you use for mobile banking.  

What if I destroyed or lost my Monroe Bank & Trust card before November 11?
  • Unfortunately, we cannot order a new Monroe Bank & Trust Bank card. Please use cash or checks until your new First Merchants Debit Card is able to be used on November 11.

Can I continue to use Monroe Bank & Trust checks?
  • Yes. You do not need to order new checks and may continue to use your Monroe Bank & Trust checks without issue.

What is a Threshold Amount Alert?
  • A threshold amount alert is the dollar amount that, if exceeded, will trigger an alert. If a transaction exceeds your defined amount, an alert will be delivered to your mobile device.

I enrolled in Text Banking with my phone number but did not receive a text message. What should I do?
  • Typically you should receive a text message within a few minutes after enrolling, however sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure your phone has a wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. After waiting a few minutes if you still have not received your text message, try sending the activation code. If you still do not receive a text message, contact your wireless carrier to be sure text messaging is enabled on your phone.

Who should I contact if I have questions regarding Card Controls or to Report Fraud?
  • Contact Customer Service at 1.800.205.3464.

How can I stop text messages if I do not want to receive them any longer?
  • Simply respond back to the SMS text alert with the word STOP. Remember: U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts.

How are Transaction Types Used?
  • Use transaction types to control which types of transactions are permitted. For example, if you do not often travel internationally, you can disable international transactions until required.

Why do I need to update my customer information?
  • First Merchants Online Banking uses out of band authentication, this method utilizes the contact information that we have for the customer in online banking.  By acquiring updated contact information, you get the benefit of choosing text or call to login to the system.

Do I need to change anything if making payments in another website?
  • No – we recommend updating to the First Merchants Bank routing number, but this does not need to be done immediately.

What if I don’t remember my new PIN?
  • You can get help changing your PIN by calling Customer Service at 1.800.321.0032.

Will the same information be in my eStatement as it is in my paper statement?
  • Yes. The statement will appear just like your paper statement, only it will be in a PDF format.

What kind of card-on-file (COF) merchants participate in this service?
  • Card-on-file (COF) merchants that keep your card numbers on file for recurring payments may include phone companies, cable services, utilities, music subscriptions, magazine subscriptions, gym memberships, insurance companies, recurring charitable donations and more.

Will you require new signature cards?
  • No – signature cards will not need to be updated.

Do I need to take any action?
    • In order to receive and activate your new card, we must have your correct address and phone number on file. To verify your contact information, please call Customer Service at 1.800.205.3464.
    • Once you receive your new card, be sure to activate it right away. Your current debit card may be deactivated soon, even if you haven't yet activated your new card.
    • Your card number is changing, so you will need to update any recurring payments that use your card number.
    • You'll choose a PIN during card activation, so you can select the same PIN if you'd like.
If a transaction is declined due to suspected fraud, but I validate that I did make the purchase, can I try to complete the purchase again?
  • Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial call/text/email to validate activity.

When will the mobile check deposit appear in online banking?
  • Checks deposited prior to 9 p.m. ET on a business day will appear in online or mobile banking the next day. Deposits made after 9 p.m ET will be considered as deposited on the next business day. If your deposit is rejected for any reason, you will be notified by phone. Mobile check deposits are subject to review prior to acceptance.

    For instance:

    • Deposits made at 3:00 pm ET on a Tuesday will be displayed in online and mobile banking on Wednesday morning.
    • Deposits made at 10:00 pm ET on a Tuesday will be considered deposited on Wednesday and therefore displayed in online and mobile banking on Thursday morning.
    • Deposits made on Saturday will be visible on Tuesday morning.
Can I use multiple devices to access First Merchants Mobile Banking?
  • Yes. To Enroll another Mobile Device, log in to Online Banking and select 'Manage mobile banking settings' under the Customer Service/Administration tab.

What is Overnight Check Delivery?
  • If you need to send money or make a payment quickly, consider an Expedited Payment/Overnight Check Delivery. This service within Bill Pay supports payments to both businesses and individuals who do not accept electronic payments. Payment instructions received by 2:00 p.m. will be processed for delivery the next business day. Fees apply.

If I have multiple cards, can I pick and choose which ones I would like to control?
  • Yes, just swipe the button next to each debit card to select your card.

How much can I transfer between accounts via external transfers?
  • $10,000 per transfer with no more than $25,000 per business day.

How can I access my Home Equity Line of Credit funds?
  • There are multiple ways in which bank customers may access their Home Equity Line of Credit funds.

    1. Credit Line Equity Access Checks or Credit Card - Funds may be accessed via credit line equity access checks or credit card transaction, using the Equity Access checks or card associated with your HELOC.
    2. Online - Simply log in to your online banking account and easily transfer money from your HELOC directly into your checking or savings account.
    3. Telephone Request, Request by Mail, in Person Request - Customers may call the bank, mail a request to the bank, or go in to a branch to request that available funds be transferred into your checking or savings account.
Do you offer both eStatements and Paper statements?
  • Our default is one or the other.   Exceptions can be set up by contacting us.

What Internet browser should I use to access Online Banking?
  • Online Banking works best with the latest versions of Internet Explorer, Safari, Firefox, or Chrome browsers. Other browsers have not been tested for compatibility and may display some content incorrectly. Please note that JavaScript must be enabled for full functionality. If you experience any issues, please contact Customer Service at 1.800.205.3464.

Do I need to use a deposit slip?
  • No, you don't need a deposit slip when using Mobile Deposit. You'll enter the deposit amount within the Mobile Deposit app.

What is the International Alert?
  • The international alert is similar to the transaction type alerts, but is a category of its own. It can be set to on or off. If International is enabled, an alert will be delivered any time the card is used in a transaction outside of the registered country.

Will my Bill Pay information transfer to First Merchants?
  • If you use the Monroe Bank & Trust's Online Bill Pay, your Bill Pay access will be disabled at 8:00 a.m. on November 8, until the morning of November 11. All bill payments made through Online Banking will be made as scheduled and your Bill Pay payees and scheduled payments will transfer to the First Merchants system. If your bill pay will not transfer you would receive a separate communication letting you know.  Pending and completed payments may not appear in the new system until November 15, but be assured they will be processed as normal. If you have questions while the system is unavailable about which payments are pending, please call us at 1.800.321.0032. If you use eBills, they will need to be re-established in the First Merchants system.

Debit Card with Auto Payments – will these need to be set up on new debit card?
  • Yes – after November 11th.

Will there be a quick link on the website to view my credit card account?
  • The website to access your credit card account will not change, however there will not be a quick link on the First Merchants Bank website.  The website address is:  https://www.mycardstatement.com

Do I have to have a particular phone or a text message or data plan?
  • Our First Merchants Mobile apps are available in the App Store, Google Play, and the Amazon Appstore for compatible devices.

    You must have text capabilities to use Text Banking (personal customers only) and web access to access Mobile Web. A text messaging and/or data plan is typically needed, as data usage can become expensive without them. Please check with your wireless carrier for more information, as your wireless carrier's standard charges for text and data usage apply.

What page should I bookmark to sign in?
  • We recommend you bookmark www.firstmerchants.com to take full advantage of our integrated signin box and to access the rest of our online content.

I'm not enrolled for online banking. Can I still use Mobile Banking?
  • No, you must be enrolled in Online Banking or Business Online Banking before you can use Mobile Banking.

If I disable my card, are all transactions stopped?
  • Most transactions will be denied while your card is disabled, however, any recurring payments that you have established using your debit card number will be allowed through for processing (e.g. Netflix, etc).

Can we add additional accounts online under the product?
Will I be charged for this new chip card feature?
  • No extra costs or fees are associated with your new card, and you will enjoy the same benefits with your new chip card as you do with your current debit card.

Will my card work the same for online and phone transactions?
  • Yes, you can continue to use your card for all the same transactions you have in the past.

Will system show detail of loan payment breakdown?
  • Yes, these information can be found in “Manage Loans”

What items can I deposit via mobile deposit?
  • Personal or business checks made payable to you are eligible for mobile deposit with the following exceptions:

    • Canadian and other foreign items
    • Substitute checks
    • Savings bonds
    • Draft items
    • Items dated more than 6 months prior to the date of deposit
    • Items payable to any person or entity other than yourself
    • Items made payable to more than one person or entity
    • Items containing an alteration to the front or back of the check
    • Items you know or suspect are fraudulent
    • Remotely created checks as defined in Reg CC
    • Items requiring any restrictive endorsement
    • Previously deposited items
When will I have access to my funds via mobile deposit?
  • In most cases, if you make your mobile deposit before 9 p.m. ET on a business day, 100% of your funds will be available the next day.  For deposits made after the cutoff or on a non-banking day, the item will be considered as deposited on the next business day.

    However, all mobile deposits are subject to review and thus longer delays may apply. We will notify you if we delay your ability to withdraw funds and we will tell you when the funds will be available.

Can a current user get notified of new users or changes within the system?
  • Yes. Multiple alerts are available to choose from including “User Profile Changed”

What if the check image I photographed is bad?
  • You have the option to retake photographs of the check before submitting or you may cancel the deposit. Also, the system will notify you if the image is unclear for processing. If you are unable to photograph a clear image, please take your deposit to a banking center or deposit-accepting ATM for processing.

How do I pay a bill online?
  • You can use Bill Pay to quickly set up and pay your bills easily and securely; just click on Pay and Transfer > Pay Bills to get started.

    To pay your bills online, you simply add the companies and people you want to pay. You can pay anyone in the United States that you would normally pay by check or automatic debit. Even if you do not receive bills from the company or person you want to pay, you can add the information we use to make the payments.

    1. Add a bill. Tell us who you want to pay by entering a person or business name, clicking Add, and adding the information we use to make your payments. You can also add an electronic bill or eBill from billers that can send them.
    2. Pay a bill. To pay a bill, find it in your bills list and enter the amount and date for the payment. You can also view your pending and recent payments.
    Quick Facts About Paying Your Bills
    • You only have to add the companies and people you want to pay once. The company or person remains in your list of bills until you delete the biller.
    • You can set up reminders to receive notification when a bill is due, or autopay to pay at regular intervals.
    • When you enter a payment amount, Bill Pay automatically displays the earliest date the biller will receive the payment. You can accept this date or change it.
    • You can make an expedited payment to some billers by sending a check through an overnight delivery service.
    • You can edit or cancel payments (except for expedited payments) until they process.
Are there any smartphone shortcuts available?
  • Users may download our Mobile App from the App Store, Google Play, or Amazon Appstore.

Will I receive unsolicited text messages?
  • No. You will only receive messages when you specifically request them with one of the Text Banking commands or if you subscribe to Mobile Alerts.

How do I enroll in First Merchants Mobile Banking?
Does First Merchants offer Mobile Deposit?
  • Yes! Depositing checks is as simple as snapping a picture on your smartphone or tablet! There’s no need to rush to the bank or wait in line. With Mobile Deposit, you can deposit checks from almost anywhere using a smartphone or tablet in just three simple steps:

    1. Open the First Merchants Mobile app and select “Check Deposit”
    2. Choose which account will receive the deposit and enter the amount
    3. Snap a picture of the front and back of your endorsed check. When endorsing, please indicate “For mobile deposit only” and select "Continue" then "Approve."
How will I know if my financial institution processed my deposit?
  • When your deposit is processed, you will receive a second e-mail notification on the status of your deposit. This e-mail will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided.

Can I change my user ID if I want to?
  • Yes, once you're signed in to Online Banking, you can change your ID under Customer Service > Change User ID. The ID can be changed to any available ID that meets the requirements (8- 32 characters, must include at least 2 letters and 2 numbers, maximum 5 change attempts per day, cannot reuse a user ID, must be different from your password).

How do I see if a check or deposit has cleared my account within Online Banking?
  • Once you're signed in to Online Banking, you can view cleared transactions by clicking on the name of the account you'd like to see details for, or by choosing Account Activity under the Accounts tab. The Pay and Transfer tab options enable you to view scheduled, pending, and cleared transactions for a selected account.

If I'm traveling internationally, will I still receive alerts?
  • We are unable to send text or phone calls internationally, but please make sure your email address is current, as we can still email you.

What will change in making tax payments through EFTPS?
  • None.
What if I still have questions?
  • Call First Merchants Customer Service at 1.800.205.3464, and we’ll be happy to assist you. Customer Service hours are Monday – Friday 7:00 a.m. – 8:00 p.m., Sat. 9:00 a.m. – 3:00 p.m. Eastern Time.

    We also have a special Business Solutions line for business clients, at 1.866.833.0050

    Or, you may contact your nearest banking center directly.

What are the benefits of eStatements?
  • Switching to eStatements has several benefits including:

    • More secure than paper statements
    • Faster delivery with easy access
    • Helps keep you organized
    • Environmentally friendly
Will the Monroe Bank & Trust telephone banking change?
  • Yes, Monroe Bank & Trust telephone banking will be unavailable beginning at 7:00 p.m. on Friday, November 8, while we move your accounts to the First Merchants system. Monroe Bank & Trust telephone banking users will be automatically enrolled in First Merchants Telephone Banking. Beginning Monday, November 11, you can access your accounts using First Merchants Telephone Banking at 1.800.473.5055. Monroe Bank & Trust telephone banking number will be retired, so please update your contact list. You will be prompted to change your PIN during your first call; be sure to follow the audio prompts for first time callers.

Can I continue to use my old HELOC checks?
  • You can continue using your existing supply of HELOC checks. If you need additional supply, please contact us at 1.800.321.0032 or visit a banking center. Additionally, you will be receiving a new debit card to use for your HELOC account.

What is my User ID?
  • Your User ID is the same as the User ID you established for Online Banking.

Are Business Online Banking credentials and phone number per user?
  • Yes.

What do we do with the tokens that we use with the Monroe Bank and Trust system?
  • Tokens from Monroe Bank & Trust online Banking system can be disposed of in the same manner you would a mouse or keyboard.  There is no customer information stored on the device.

How much account history is available?
  • Up to 18 months of transaction history is available in Business Online Banking. You can access account history and search transactions with the Reports/Activity-deposit accounts function.
What if I do not update my debit and credit card information with participating merchants?
  • Automatic payments will be declined and merchants may charge a late fee.

Are you signing in using the correct login box?
What if I didn't get an email with login instructions?
  • Didn't get your email? First, check your spam folder for an email from First Merchants. If you still can't find it, we might not have had your most up-to-date email address! Give us a call at 1.800.321.0032 and we'll help you get signed in.

How do I create a region?
  • Create a region by zooming in and out on the map or by entering search criteria. Although the visible area on your map is square, the region is contained within a circle. The areas within the corners of your map are included as part of the region.

What if I submitted a deposit for the wrong amount? Do I need to resubmit the deposit?
  • No, you do not need to resubmit your deposit. If you entered the wrong amount for the deposit, our operations center will correct the deposit amount.

What should I do if I have an ineligible check I need to deposit?
  • Items not eligible to be deposited via mobile deposit can be taken to a banking center, mailed to a banking center or mailed to a banking center office.

Will my deposited check be available in transaction history?
  • Yes, once your deposit clears, it will be available in your transaction history. You may also view your Mobile Deposit history in the First Merchants Mobile app.

I use Quicken/QuickBooks. What do I need to do to make sure my data continues to load correctly?
  • To continue using Quicken/QuickBooks, you will need to complete an account deactivation and reactivation process. Documents detailing how to complete this process are available at firstmerchants.com/online_banking/quicken, or call Customer Service at 1.800.321.0032. Please note: There is a chance that transactional data may be duplicated when your new account is set up. Detailed instructions on how to correct any duplicate data can be found in the help guide at firstmerchants.com/online_banking/quicken.  Personal online banking users will not have Quickbooks on the personal online banking system. 

Can I send and receive messages in Business Online Banking?
  • The “Contact Us” feature under the Administration tab allows you to send/ receive secure messages to/from the bank. You can submit requests to add or delete accounts, maintenance, photocopy requests, etc.

Can you share Dashboards?
  • No – Dashboards are customized per User.

Will my Wealth Management login information change?
  • No, you will use the same login information you have always used for your Wealth Management account.

How current is the balance information?
  • Each time you log in to First Merchants Mobile Banking, the most current balances will be displayed.

Can I use the Smart Home Refis cashout option if I have equity in my home?
  • Yes. Assuming your home’s appraised value is at least 20% greater than the outstanding balance of your home’s original mortgage amount.

How are Transaction Types Alerts Used?
  • Use transaction type alerts to control which types of transactions trigger an alert. For example, if you do not often make online purchases, you could enable eCommerce to receive an alert when an enrolled debit card is used in an online transaction.

Does First Merchants Bank operate under any other affiliate names?
What if I haven't received my new card?
  • If you have not received your new First Merchants Debit Cards by Friday, November 1, please call Customer Service at 1.800.321.0032.

How does the Automatic Billing Updater (ABU) Service affect me?
  • If you have recurring payments or a cards-on-file set up with a merchant(s), if account changes are made to your account—for example, a debit or credit account number has been changed or an expiration date has been updated—you may forget to advise merchant(s) about the changed account information, which could cause recurring payments to be declined. The Mastercard ABU Service allows the updated information to be provided to participating merchants on your behalf resulting in fewer declines. The service provides a convenience to you so you do not have to contact each merchant with your updated card information.

Can I still do business at my local banking center and use the same ATMs?
Can I still access the Remote Deposit Capture login page via Online Banking?
Will RDC current scanners work?
  • Yes – all scanners are compatible.

How do I view my eStatement? What software do I need?
  • To view your eStatement, simply sign in to Online Banking, then choose 'eDocuments' under the 'Accounts tab' (personal users) or 'View eStatements' under the 'Reports' tab (business users). Once enrolled, you can view up to 18 months of eStatements! You will need Adobe Reader to view your statement. If you do not have Adobe Reader, you can  download it for free here.

How do I sign up for eStatements?
  • Click here for enrollment instructions for personal users, or here for business users.

Will I be able to setup my own users Business Online Banking?
  • Yes. The business online banking system recognizes an admin for each company. That admin sets ups and changes the permissions of each user and can update the information for the user as well. 

     During the preview period and at the first login, the admin needs to review the users listing and update the contact information and assign permissions or limits per user.  You can refer to the Admin Quick Start Guide to get started.

What is the cut-off time for mobile deposit?
  • Items we receive by 9 p.m. ET

What is the cutoff time for transfers between my accounts with First Merchants?
  • 'Once, now' transfers between your First Merchants accounts will affect your available balance and appear in account history immediately as a pending item. Settlement of the transfer will occur the next business day if the transfer is after 9 p.m. ET or on a non-business day.  Scheduled or recurring transfers will be processed and appear the morning of the date scheduled.

What is the daily limit with my new card?
  • Personal debit cards will have a limit of $3,005 per 24-hour period for purchases and $1,005 per 24-hour period for cash withdrawals. Business debit cards will have a limit of $3,005 per 24-hour period for purchases and $0 for cash withdrawals; to add cash withdrawal ability, contact us. Health Savings Account cards will have a limit of $3,005 per 24-hour period for point of sale purchases and $0 for cash withdrawals.  A 24-hour period is from 12:00 a.m. to 11:59 p.m. EST. If you plan on using your card for a larger purchase, contact us at 1.800.321.0032 to ensure your transaction will be approved.

Where can I find the First Merchants mobile application to download?
  • First Merchants Mobile apps for personal and business users are available in the App Store for iPhone, iPod touch, and iPad, Google Play for Android devices, and the Amazon Appstore for Kindle Fire.

How do I know whether I'll receive a Fraud Alert via text, a call, or an email?
  • If we have a mobile phone number on file for you, we'll send a text alert first. If we do not receive a response, our system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid.

Will Online Banking external transfers be affected by the transition?
  • Scheduled and recurring external transfers will not be migrated to the First Merchants Online Banking.  Please re-establish any transfers beginning Monday, November 11.

What is the cutoff time for transfers to accounts at other institutions?
  • All transfers received after 9 p.m. ET will be processed on the next business day.

How are Merchant Types used?
  • Use merchant types to permit or restrict your debit card from being used with specific categories of merchants, such as restaurants and department stores. For example, you can enable the merchant types for groceries and fuel for everyday purchases, but disable entertainment and travel until required.*

    *When you place a merchant type control or alert, it is subject to MasterCard definitions and limitations. If you have questions, please contact Customer Service at 1.800.205.3464.

Loan payment booklets – do I still go to the branch to make payments?
What does SMS mean?
  • SMS stands for Short Messaging Service. It is also called text messaging.

Do I have to accept the Terms and Conditions?
  • Yes. You must agree to the Terms and Conditions in order to use Mobile Banking.

How long will my eStatement be available?
  • eStatements will be available in your online archive for 18 months.

Will I need to do anything if I move the scanner to a different workstation?
  • Yes. An Activation Key is required for any new computers. You will need to contact Business solutions at 1.866.833.0050 for instructions.

What happens if I have a deposit over my limit?
  • The First Merchants Bank system stops deposits that are over the established limit.  You will need to have a temporary limit increase. You can contact Business solutions if you do need the temporary increase at 1.866.833.0050.

How do I transfer the First Merchants Mobile Banking service to a new device?
  • To Enroll another Mobile Device, log in to Online Banking and select 'Manage mobile banking settings' under the Customer Service/Administration tab.

What should I expect during integration weekend (November 8 - November 11)?
    • The Monroe Bank & Trust Bill Pay will no longer be available beginning at 8:00 a.m. on Friday, November 8.
    • The Monroe Bank & Trust Online Banking and Mobile Banking will no longer be available beginning at 7:00 p.m. on Friday, November 8. The Monroe Bank & Trust website will display an outage message.
    • The Monroe Bank & Trust telephone banking will no longer be available beginning at 7:00 p.m. on Friday, November 8.
    • All Monroe Bank & Trust locations will have normal business hours on Friday, November 8.
    • All Online Banking users watch your email for First Merchants login information.
    • On Saturday, November 9, Monroe Bank & Trust banking centers will be closed. These locations will reopen Monday morning as First Merchants Bank.
    • You can continue to use Monroe Bank & Trust checks.
    • You should continue to use your Monroe Bank & Trust debit card and Health Savings Account over the weekend, through Sunday, November 10. On Monday, November 11 you may activate and begin using your First Merchants debit card and First Merchants Health Savings Account card.
Can I see images of my deposit tickets?
What text commands can I use with First Merchants Text Banking?
  • FUNCTION

    COMMAND

    DESCRIPTION

    Balance

    B

    Summary of available balances for all accounts

    History

    H

    Summary of recent transactions per account

    Command

    C

    List of available Text Banking commands

    Help

    HE

    Help content for Text Banking

    Login

    L

    Receive a URL for the First Merchants Bank Mobile Browser website

    Recover

    R

    Receive a URL and new activation code for the First Merchants Bank Mobile Browser web site

    Stop

    S

    De-activate all First Merchants Bank text services

Will I be able to see my account history when I sign in to First Merchants Online Banking for the first time?
  • No.  Account history prior to Friday November 8 will not be available in the First Merchants Online Banking System.  We recommend you save or print any transaction and statement history, including Quicken/ Quickbooks information, you would like to access later.

Can I opt-out of this service?
  • Yes. You can request to opt-out of this service by calling 1.800.205.3464, Monday through Friday from 7:00 AM to 8:00 PM ET and Saturday from 9:00 AM to 3:00 PM ET.

Is Mobile Banking supported on my tablet?
  • Yes, First Merchants offers tablet-optimized Mobile apps for iPad, Android tablets, and Kindle Fire, and  m.firstmerchants.com is available from your tablet's mobile browser.

What do I use for a Mobile Number if I am using a tablet or MP3 device, such as an iPad or iPod?
  • When you use a non-phone device, such as tablets and MP3 players that are Internet-enabled and a phone number is requested, enter a phone number you can easily remember, such as your home phone or office phone.

How do I navigate Mobile Banking links with my mobile device's browser?
  • To navigate, access the menu and choose an option.

Will you still offer ZBA’s
  • Yes.

Will my Online Banking login process change?
  • Yes.  As part of the transition, Monroe Bank & Trust online banking will be retired on Friday, November 8.  Over the weekend, online banking users should watch their email for a temporary password and additional login information.

    Beginning Monday, November 11, all online banking users should sign in using the “Sign In To Online Services” box in the upper left corner of the First Merchants website.  Your user ID from Monroe Bank & Trust Online Banking will be your 'Login ID' on the First Merchants system unless otherwise communicated to you.  After the login ID you will go through a verification process and enter the temporary password emailed to you.

What is a chip card?
  • The card is just like your current debit or credit card, except it is embedded with a microchip on the front. Each time you use your card at a chip-enabled register, the chip creates a unique one-time code, adding an additional layer of fraud protection.

What number do I send text commands to?
  • The short code for First Merchants Text Banking is 49794. Send all text banking requests to this number. Note: First Merchants may send you messages from other numbers for other services, such as login authentication, People Pay notifications, or alerts.

Check Redeposit Process and Fee – can we elect not to redeposit check?
  • Yes.

What should I do if my deposit is not accepted?
  • If your deposit is rejected, we'll notify you via email.

    If the item exceeds your daily Mobile Deposit limit, you may be able to deposit it later using the First Merchants Mobile app. If the item is valid but doesn't meet the Mobile Deposit requirements, you'll need to either visit a banking center or mail the item with a deposit slip to a banking center.

How do I block international transactions?
  • You can block your debit card from being used internationally by enabling the Block International option on the Location Controls screen. Blocking international transactions will disable all set regions.

Will my chip card look the same as my current card?
  • Your new card with have a rectangular gold microchip on the front of the card. Plus, your card will feature our new, chip-friendly design.

Will the Payroll through Quickbooks process change?
  • No.

What is my Password?
  • Your Password is the same as the Password you established for Online Banking.

Who can I reach out to for help?
  • Our Customer Service area is happy to help. You can reach them at 1.800.205.3464.

Which mobile devices are supported?
  • Our First Merchants Mobile apps are available for Apple or Android phones and tablets, and Kindle Fire. If you can text from your phone, you may use it for Text Banking (personal customers only).

What if I submit the same deposit twice in error?
  • If the same deposit is submitted twice, it will be identified and stopped by our process. Should this occur, you will receive a declined deposit notification for the second deposit received through the Mobile Deposit service.

When will I get a chip card?
  • If you already have a debit card with us, we'll issue you a new, chip card between 6/1/16 and 12/31/17.  Debit cards linked to personal checking accounts will be issued first. Business cards and HSA cards will be reissued in 2017. New accounts, and replacement cards for lost or stolen ones may be reissued as chip cards at our discretion.

Why are chip cards safer?
  • The embedded chip in your new card generates a unique, one-time code required to approve each transaction. This “dynamic” code makes it virtually impossible for fraudsters to copy or counterfeit your card. While magnetic stripe cards offer protection from unauthorized use of your card or account information, chip offers a new layer of security.

How do I sign in to other online services, like remote deposit or merchant services?
  • From firstmerchants.com, simply select the correct service from the signin box’s dropdown menu. You’ll be taken to that service’s signin page to begin the login process.

How are businesses assigned a merchant category?
  • A merchant category is assigned based on the merchant’s primary line of business by the card processor.*

    *When you place a merchant type control or alert, it is subject to MasterCard definitions and limitations. If you have questions, please contact Customer Service at 1.800.205.3464.
What types of accounts can be accessed on Business Online Banking?
  • Checking, Savings, Loan and CD accounts are available on Business Online Banking.

Are there any help tools on the Internet for the Treasury products?
  • Yes. There are several Quick Start Guides links on the First Merchants website to help you navigate through the First Merchants Products

Will I still receive my check images if I select eStatements?
  • If you are currently receiving check images with your statement, you will continue receiving those images if you are an eStatements customer.

What if my phone is lost or stolen?
  • You can temporarily disable a device from the Mobile Banking service at any time, or permanently remove it. Just log in to Online Banking and select 'Manage mobile banking settings' under the Customer Service/Administration tab.

I had Bill Pay at Monroe Bank and Trust but do not see my payees when I log in to First Merchants and/or it is asking me to re-enroll for bill pay, what should I do?
  • If you are unable to view Bill Pay or are not able to see your payees, please contact Customer Service at 1.800.321.0032 and they will assist you.

Does a Smart Home Refi work if I already have a second mortgage?
  • Yes, assuming that the sum total of your first and second mortgages are less than or equal to 80% of your home’s appraised value.

I have a Monroe Bank and Trust credit card. Will I be receiving a new card?
  • You will not receive a new credit card at this time.  Once your card expires you will receive a new card without the Monroe Bank and Trust Logo. 

Can I still make my credit card payments in the banking center?
  • You will no longer be able to make payments at the banking center. 

How much will I be charged for each text received?
  • First Merchants Text Banking is free of charge, however, your wireless provider’s standard text messaging and other rates may still apply.

How do I optimize my mobile web experience?
  • Ensure your device's browser has cookies enabled. In addition, enable style sheets for the best viewing experience.

Will my CD account change?
  • Fixed rate Certificates of Deposit will maintain all rates, terms, and interest payment methods in place since the last renewal period with Monroe Bank & Trust, with the exception of any rate changes we have already disclosed. Before maturity, you will receive notification of the expiration of the CD term and a deadline for taking action.  If you would like to renew or redeem your CD, please visit a banking center.

How do I enroll in Fraud Alerts?
  • We have already included you in these enhanced services as part of our fraud protection services. However, in order to receive Text Fraud Alerts, we must have a mobile number on file for you. If we don't have a mobile number on file, we'll try calling or emailing you instead. To update your contact information and ensure your correct mobile number is on file, contact Customer Service at 1.800.205.3464 or Treasury Solutions at 1.866.833.0050.

What is a threshold amount?
  • A threshold amount is the maximum dollar amount for a point-of-sale transaction. If a transaction exceeds your defined amount, the transaction is declined.

Do you require dual authorization when logging into Business Online Banking?
  • It is recommended as a best practice – but is not required.

Do I photograph both the front and the back of my check?
  • Yes. During the deposit process, you will be required to photograph the front and back of your check.

Will I still see my deposit in my account as soon as I transmit the deposit?
  • No. You will be able to see the deposit through Online Banking the next business day after nightly processing instead of at transmission. You will have access to two reports that detail each deposit and include images of the checks deposited.

What is the “One-Time Security Code” needed to log in?
  • The One-Time Security Code will be required the first time you log in to the system and each time you log in with a different device. You will be prompted to initiate a phone call or text and receive a one-time code that you will input to access the system.

    • We recommend using the Phone option the first time you log in. Select a phone number and click Continue. The system will display a code that you will provide either verbally or with your phone's keypad when the call is received.
    • If you choose the Text message option, you will enter the one-time code in Business Online Banking that will be sent in a text from Short Code 63018.
How are Merchant Types Alerts Used?
  • Use merchant type alerts to receive an alert whenever the enrolled card is used with specific categories of merchants, such as restaurants and department stores. For example, you can disable the merchant type alerts for groceries and fuel for everyday purchases, but enable alerts for entertainment and travel.

Is there any additional level of security for initiating wires?
  • The security for wires is based on the method of the Wire. Customers utilizing Online Banking will have the additional Out of Band Authentication (OOBA) verification to complete to submit the wire.

    Call in Wires – if you call in wires via phone. A call process is used to validate the customer.  There will be some questions to identify the customer which will be out of wallet questions to validate the requestor.

If I temporarily lose my card, can I turn it off until it is located?
  • Yes, you simply access Debit Card Controls through the First Merchants Mobile App and disable the card. Once the card has been found, you can enable it again.

Does a Smart Home Refi require a home appraisal?
  • Yes. Your home must be appraised. First Merchants Bank will hire an appraiser to determine your home's fair market value.

If we work with multiple customers today, will their credentials be provided with separate logins?
  • Your business online banking profiles will transfer as they are currently set-up today in the Monroe Bank & Trust online banking system.

Will we see live balances on November 11th?
  • Yes  - Business Online Banking balances will be available on November 11th.  They will not show during Preview Period.

Can we create new users on the November 4th?
  • Yes – additional users can be created during Preview Period.

What if an account is not listed in my Mobile Deposit menu?
  • In most cases, eligible accounts will automatically be signed up for Mobile Deposit. If you have an eligible account that has not been enabled, please call us at 1.800.205.3464 for assistance. Please note that savings accounts are not eligible for use with the Mobile Deposit service.

Does First Merchants offer Text Banking?
Do I need to re-enroll in Online Banking?
  • Unless you've been given specific instructions, you will not need to re-enroll in Online Banking.

What if I cannot get my eligible check to be accepted?
  • Occasionally, an eligible item cannot be accepted for mobile deposit due to a lack of image compatibility. This can happen with poor lighting or due to a busy background of the check. If possible, try to deposit again with different lighting conditions. If the item is still not accepted, please utilize other channels to deposit your item.

I get eStatements from Monroe Bank & Trust. What do I need to know?
  • Your Monroe Bank & Trust eStatements will be available through First Merchants Online Banking. Personal Online Banking users will not need to re-enroll for eStatements.

Can I request a chip card now if I want one?
  • Yes, please call Customer Service at 1.800.205.3464 if you'd like to request a chip card now. However, this is not necessary; your current card will still work; chip-enabled terminals still include the option to use non-chip cards.

Is there a fee for Mobile Deposit?
  • No, there is no additional fee for utilizing mobile deposit.

Where can I use my chip card?
  • You can use your MasterCard chip debit card everywhere MasterCard is accepted. (First Merchants credit cards can continue to be used wherever Visa or American Express are accepted, depending on the type of card you have.)

    Merchants across the country are beginning to use chip technology during transactions. Go ahead and try to swipe your card if you're not sure the register is chip friendly. If it is, you'll be prompted to insert your card instead.

    If the register is not chip friendly, you can still swipe your card as you always have; chip cards have both a chip and a magnetic stripe.

    For phone or internet purchases, enter your card number and information as you have in the past; the chip won't affect this process.

Do you need 2-step verification every time you log in?
  • No – only for the initial login, when logging in from an unknown device or transmitting ACH or Wire transactions.

Can I try out Business Online banking before enrolling?
  • Yes! To check out the online banking demo, click here.

What if I still have more questions?
  • Please call Customer Service at 1.800.205.3464 or Treasury Solutions at 1.866.833.0050.

What is a Home Equity Line of Credit (HELOC)?
  • A home equity line of credit (often called HELOC and pronounced Hee-lock) is a loan in which the lender agrees to lend a maximum amount within an agreed period (called a term), where the collateral is the borrower's equity in his/her house (akin to a second mortgage).

     A HELOC works more like a credit card. You are allowed to borrow up to a certain amount for the life of the loan -- a time limit set by the lender. During that time you can withdraw money as you need it. As you pay off the principal, your credit revolves and you can use it again.

Where do I go to log in to my Wealth Management account?
  • To access your Wealth Management account you will now visit www.firstmerchants.com and use the 'Sign In To Online Services' box dropdown menu in the upper left hand side of the page.

    Select the "Portfolio Account Link" option within the drop down menu. From there, you will use the same username and password as you did through the Monroe Bank & Trust website.

I did not receive a PIN in the mail. - What should I do?
  • We did not mail new PINs with your new debit card. With your new First Merchants Debit Card, you are able to select your own PIN during the activation process, using any four-digit number you'd like. Simply call the telephone number on the sticker on your new card to activate and follow the prompts.

Will my debit card still work?
  • Your current Monroe Bank & Trust card will work through Sunday, November 10, at which point, your Monroe Bank & Trust Bank debit cards will be deactivated. Your new First Merchants Debit Card was mailed the week of October 23, and activation instructions will be included with your card.

    On Monday, November 11, you may activate and begin using your new First Merchants Debit Card by calling the number printed on the sticker on the front of your card. Make sure you call from a phone number associated with your account. Remember to update any automatic or recurring charges you were paying with your Monroe Bank & Trust debit card with your new First Merchants card number.

Will there be any change to Merchant Processing?
  • No.

How do I use my chip card at a chip-enabled register?
  • When prompted, simply insert your chip card face up in the terminal and leave the card there while the transaction is processed. To complete your transaction, just follow the prompts on the terminal. You will be asked to enter your PIN or sign if required. Once the transaction is complete, you'll be prompted to remove your card.

    Some chip-enabled terminals may prompt you to enter a PIN, with no other option on the screen.

How many text messages will I receive daily?
  • During text banking enrollment, personal users will receive up to 3 SMS messages. Thereafter, you will receive a message in response to each SMS request you submit. If you have a large number of accounts, you may receive more than one message in order to report all of your account balances.

What are Debit Card Alerts?
  • Debit Card Alerts enable you to receive notifications of recent debit card transactions. You can activate or deactivate debit card alerts, set debit card alerts for specific types of merchants and/or transaction types, and select a threshold transaction amount for receiving a debit card alert.

Have you been locked out of the system?
  • If you enter your password incorrectly three times, you will be locked out of the Online Banking system. If this happens, please call Customer Service at 1.800.321.0032 to reset your password.

What if I do not remember my User ID or Password?
  • Contact Customer Service or Treasury Solutions if you've forgotten your user ID or password.

What is OOBA?
  • OOBA stands for Out of Band Authentication.  This is method provides a call back or text message where you will receive a unique ID that is entered into the system to successfully login.  This method is the same approach as the token for the additional layer of security but is based on contact information in the system versus an additional device.   

Are you entering your password correctly?
  • Passwords are case sensitive and must include at least a letter and a number. Check to make sure you've not inadvertently capitalized the first letter of your password or turned on your caps lock function, that any letters are entered in the correct case, and you've followed any onscreen requirements when selecting a permanent password.

How do I access Debit Card Controls?
  • Debit Card Controls are accessible in the First Merchants Mobile App:

    1. Log in to the First Merchants Mobile App
    2. Select “More” and choose “Debit Card Controls” (if you do not see this option, make sure that you have downloaded the latest update for the First Merchants Mobile App)
    3. Select your debit card
Will my Wire and ACH templates come over?
  • Yes. The ACH and Wire templates that are currently in the Monroe Bank & Trust system should come over into online banking as you have them setup prior to October 20.

How do I endorse my check for Mobile RDC?
  • You should sign your check with the following endorsement: For Deposit Only Your Account Number Your Signature

If I respond back that the transaction(s) are valid, will you automatically unblock my account?
  • Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations.

Can I pay my bills?
  • Using Mobile Web or our Mobile App, you can pay any existing payee you already established in Online Banking by clicking the payments option from the main menu. All new payees must be added from your Online Banking profile. Text Banking does not currently support bill payment.

When will I start getting statements from First Merchants Bank?
  • Your final Monroe Bank & Trust statement will be mailed the week of November 11, and will include transactions posted and interest paid through November 8.

Why is this service being offered?
  • The Mastercard ABU service is required by Mastercard for all consumer and business credit and debit cards.

How do we get transaction information for November 8th?
  • These transactions will be included on your statements.

Can we combine Company IDs?
If I turn a Debit Card Control option on or off, how long will it take to update?
  • Your debit card settings will be updated immediately.

How long will MB&T site remain available?
  • The MB&T site will be unavailable after November 8th.

Can I save my User ID on the device?
  • On applications that allow saving the User ID, you may save your User ID by selecting "On" when prompted. For enhanced security, the User ID will then be presented in the future in a masked format, hiding some of the characters. You may also remove the User ID, at a later time, by simply changing the prompt to "Off".

Will the decision times for Positive Pay stay the same?
  • No, the new decision times starting on November 11 will be:

    Positive Pay ACH – New hours are 8:00 am to 3:00 pm EST.  Any item not decisioned will be returned.

    Check Positive Pay – New hours are 8:00 am to 1:00 pm EST

How will you post items against my account?
  • Deposits are credited to your account prior to posting any withdrawal. The next items that we post are ATM withdrawals, debit card transactions, and any checks cashed by our employees or that you have written to us, with the earliest transactions processed first. We then post any items that were submitted electronically, such as ACH items, pre-authorized automatic transfers, telephone initiated transfers and any other electronic transfers, with the earliest transactions processed first. Finally, we pay the remaining items based on check number order.

Will there be any changes to my loan or line of credit?
  • The terms of your note agreement will not change on the Monroe Bank & Trust personal or commercial loan until renewal or maturity.

Who can I contact with questions about my Wealth Management account?
  • If you have questions, please contact our Private Wealth Advisors at 1.260.471.0169 or your current advisor.

Can you have multiple phone numbers in the Business Online Banking system?
  • Yes, multiple phone numbers can be added.  Up to 3, either landline or mobile.

Can I photograph more than one check at a time?
  • You may photograph multiple checks in the same mobile banking session; however you may only photograph one check per deposit.

When will signs change at my banking center?
  • Signage changes will occur in November 2019. 

Is Mobile Banking secure?
  • Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, password access and application time-out when your mobile device is not in use. Only the mobile devices that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your mobile device. In the event your mobile device is lost or stolen, you can temporarily disable a device from the Mobile Banking service at any time, or permanently remove it. Just log in to Online Banking and select 'Manage mobile banking settings' under the Customer Service/Administration tab. To learn more about security and what you need to know to protect yourself, click here.

Will there be any changes to the Visa Commercial Card?
For OOBA, can we add extensions to the phone number?
  • Yes.  You may also add additional phone numbers (landline, mobile, etc.)

What if I do not have a computer, can I still use Online Banking?
  • Yes. If you have a smartphone or tablet, you can log into www.firstmerchants.com and enroll in online banking. You will need to follow the prompts to set up your online banking account.

Does Quickbooks offer a NACHA File Upload option?
  • Yes – you may contact the vendor for additional information. 

Will daily sweeps transactions/thresholds come over?
  • Yes.

Can a Smart Home Refi lower my home mortgage interest rate?
  • Potentially. It depends on a couple of factors such as your current mortgage interest rate, remaining mortgage term, etc. Consult one of our trusted lending experts for a free consultation.

What's the difference between a Home Equity Loan and a Home Equity Line of Credit (HELOC)?
  • This can be confusing to most because both Home Equity Loans and Home Equity Lines of Credit share some similarities, such as:

    • Both loans are secured by the equity the borrower owns in his/her home.
    • Both loans may be referred to as a second mortgage.
    • Both loans’ interest may be tax-deductible (consult your tax adviser).

    Home Equity Loan

    • A fixed amount of money based on your home’s equity.
    • A fixed rate of interest over a fixed amount of time.
    • Single lump-sum distribution of the money with no option for the borrower to obtain additional funds.

    Home Equity Line of Credit

    • A revolving credit limit based on your home’s equity.
    • The option to draw money at any time as well as multiple times, over a predefined time period.
    • The ability to draw money in any increments.
    • As soon as the principal is paid, the funds are instantly available for use again.
    • A variable rate of interest that may fluctuate over the life of the loan.
How do I get assistance with Business Online Banking?
  • Many questions can be answered by clicking on the “How do I…”, “Terms”, or “FAQs” links at the bottom of each page or call Treasury Solutions at 1.866.833.0050 for assistance.

Is Business Online Banking demo available now to see online?
Will autopay on loans continue?
  • Yes.
Will I receive Fraud Alerts 24 hours a day?
  • Emails will be sent 24 hours a day. Texts will be sent from 7 a.m. to 10 p.m. in your local time zone. Calls will be sent from 8 a.m. to 9 p.m. in your local time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above.

What does loan to value ratio mean, and how does it affect my Home Equity Loan or Home Equity Line of Credit -HELOC rates?
  • Loan to value (LTV) is a ratio comparing the amount of money a homeowner owes on his/her first mortgage versus the home’s current appraised value. Borrowers with higher LTVs usually pay a higher rate of interest because they are generally considered a greater risk of default than those with comparatively lower LTVs.

    LTV is typically calculated as:

    LTV  =  Mortgage Amount / Appraised Property Value

Are you having trouble authenticating yourself?
  • For security reasons, you may only select a phone number we have on file to use for authentication. Please call Customer Service at 1.800.321.0032 if a valid phone number is not displayed or is incorrect.

Why is my MasterCard card being upgraded to a chip card?
  • Your new card uses a microchip to provide greater security. Chip cards, now the global standard used around the world, are being introduced to give consumers more protection against fraud and theft.

What happens if I change my wireless provider or mobile number?
  • You can make updates to your First Merchants Mobile Banking device information by logging in to Online Banking and selecting 'Manage mobile banking settings' under the Customer Service/Administration tab.

Do I destroy my check after I photographed the deposit?
  • No, keep the check until it posts to your statement. Afterwards, you may securely destroy the check after 7 days. Do not VOID the check after submittal in the event the deposit is not approved and needs to be re-submitted.

Who can use Debit Card Controls?
What is First Merchants Mobile Banking?
  • Mobile banking gives you access to your accounts from your mobile web browser or a downloadable mobile banking application, depending on your preference and your mobile device capabilities. Both options allow you to: view account balances, search recent account activity, transfer funds, pay bills and find nearest ATM or branch locations. Also, on the downloadable mobile banking application, you have the option to deposit checks.

Should I order new checks?
  • No- you may continue to use your existing checks as we will continue to recognize the routing number for checks as well as ACH transaction.   We do recommend updating to First Merchants Bank with your next check order.

Is there a fee to sign up for eStatements?
  • No, eStatements are free!

I bank at both Monroe Bank & Trust and First Merchants Bank; can I just use my existing username and password for Online Banking?
  • No. You will still receive new login information even if you're already a First Merchants Online Banking user and you will then have 2 accounts. If you would like to merge the 2 accounts, please call Customer Service at 1.800.321.0032.

Can I update a joint account owners Debit Card Controls?
  • No, you will only have access to update controls for your own debit card.

What are regions?
  • Regions allow you to assign each eligible debit card to a geographical area. When a point-of-sale transaction is initiated, we compare the merchant’s location with your defined regions. Your device does not have to be physically within a defined region for the transaction to be approved. If the transaction occurs outside of your region(s), it is denied.

I activated Mobile Banking on my device's browser. Why am I being asked to activate again?
  • At the time of activation a "cookie" is stored on your device which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier or device manufacturer for cookie support information. If you would like to reactivate, text R or RECOVER to 49794.

Will Recurring payments come over?
  • No – Recurring payments will need to be set up again.

Does First Merchants offer overdraft protection?
  • Yes. Personal checking customers can review their options in our product information booklet mailed to clients in October, on this website, or by calling 1.800.205.3464 for more information. Learn more about First Merchants Overdraft Protection.

What features are available using Debit Card Controls?
  • Card Controls includes several options to manage and monitor your payment activity:

    • Lock or unlock your debit card if you misplace or lose it
    • Location Controls enables you to designate areas where your card can be used or block international transactions
    • Transaction Types enables you to block certain transaction types like ATM or online transactions
    • Merchant Types enables you to block certain types of merchants such as restaurants or department stores.
    • Threshold Amounts allows you to set a specific limit (lower than the default amount) for debit card transactions. Any transactions over this threshold will be declined.
How do I use my chip card at a First Merchants ATM?
  • First insert, then remove your card. The ATM will recognize your card as a chip card and prompt you to re-insert your card and leave it inserted until your session is complete. Once the transaction is complete, remember to remove your card.

Which accounts have eStatements available?
  • All checking and savings accounts offer eStatements. Certificates of Deposit and loans do not have eStatement functionality at this time.

What are the benefits of the Mastercard ABU Service?
  • The benefits for the Mastercard Automatic Billing Updater Service are:

    • Reduction in "card not present" declines
    • Helps to ensure on-time bill payment
    • Prevents late fees and service disruption
    • Provides you with better customer service
What is the cutoff time for internal bank transfers?
  • Account to Account Transfers will be posted as pending transactions when initiated. Transfers initiated prior to 9 p.m. ET will be effective the same business day. Transfers initiated after 9 p.m. ET will be effective the next business day.

Do you have a list of participating merchants?
  • No. Participation in this service is at each merchant’s discretion.

Will Routing and Account Numbers change?
  • Account Numbers will not change unless you were notified of a duplicate account.

    First Merchants Bank does have a routing number, but we will continue to recognize the Monroe Bank &Trust routing number for ACH and Checks.  Incoming Wire RTG numbers will need to be updated by December 11th – 30 days

How do we make a phone number change before the 4th?
  • Contact us at 1-800-321-0032 to update your phone number.

Where can I find the First Merchants Mobile app?
What information do I need to sign in to Online Banking?
  • You'll need your Company ID, User ID, and your password to sign in to Business Online Banking from www.firstmerchants.com

What if I'm having trouble logging in to First Merchants Online Banking for the first time?
  • Beginning November 11, make sure you're using the Online Banking login instructions emailed to you the weekend of November 8 to sign in for the first time. We've identified a few tips that may help with your login - please try these solutions before calling Customer Service!

Does my Available Balance include overdraft coverage amounts?
  • No.

How do I know a control is enabled?
  • The toggle will appear green.

Where can I learn more about chip cards and chip technology?
How do I sign in to other online services, like my credit card or 401k account?
  • From firstmerchants.com, simply select the correct service from the signin box’s dropdown menu. You’ll be taken to that service’s signin page to begin the login process.

Will rights to users carry over?
  • User Entitlements (other than the Primary Administrator) will not be brought over.  These can be set up during the Preview Period.

Can you accept foreign checks through RDC?
  • No – these will need to be sent for collection.

How will I know if my financial institution received my deposit?
  • You will receive a notification by e-mail when your deposit has been received.

If I pay extra on my loan, do I need to make a regular then Principal only payment?
  • Yes – this is an option.

What are Debit Card Controls?
  • Debit Card Controls is a function within the First Merchants Mobile App that allows you to control how, when and where your debit card is used, keeping your card safe and providing instant notifications whenever your card is used. You can activate or deactivate cards, restrict card usage to specific types of merchants and/or transaction types, establish threshold amounts and allow cards to only be used in specific geographical regions.

What if I lock myself out of my account?
  • If you enter your password incorrectly three times, you will be temporarily locked out of the Business Online Banking system. Please call Treasury Solutions at 1.866.833.0050 to reset your password.

When will Online Banking be unavailable?
  • Monroe Bank & Trust online banking and mobile banking will become unavailable at 7:00 p.m. on Friday, November 8.  Please make sure you save or print any transaction and statement history, including Quicken/Quickbooks information, you would like to access later.

How are Business Online Banking credentials provided?
Is there a fee to download from Quickbooks?
  • No.

Is the OOBA Authentication Code Prompted each time I login?
  • This will occur at your first login, when logging in from an unknown device or when doing an ACH or Wire transaction.

When will this service begin?
  • The Mastercard ABU Service will begin on March 6, 2018.

How do chip cards work?
    • The chip provides an extra layer of security with every transaction you make at chip-enabled terminals. Instead of swiping your card, you'll insert your card into the terminal to complete your transaction.
    • You can still swipe your card to pay if the terminal isn't yet chip enabled.
    • You can use your card as you did before for online payments, telephone payments, and at ATMs.
What are the hours of Treasury Solutions?
  • 8:00 a.m. – 6:00 p.m. EST Monday through Friday

Customers are making deposits into our account, will our routing number work?
  • Yes – we will continue to recognize the routing number for ACH transactions.  We do recommend updating, but it doesn’t need to be done immediately

Will my Online Banking alerts transfer?
  • No. You should make a list of any alerts that you currently have in place, as you will need to re-enter that information into First Merchants Online Banking.

Do I need to sign up for Mobile Deposit?
  • In order to use First Merchants Mobile Deposit, you must have enrolled in online banking and mobile banking.  Mobile Deposit is available to all consumers in addition to business users who are administrators in online banking.

When my account changes to a First Merchants account, will my direct deposit still go into my account?
  • Yes. Posting of direct deposits will automatically continue as normal.  Your bank routing number will change to 074900657, so be sure to use this new number, along with your current account number, when setting up any new direct deposits.

What if I didn't receive an email with instructions for First Merchants Online Banking?
  • If you are a personal online banking user and did not receive an email with your temporary password or other instructions by November 11, please call Customer Service at 1.800.321.0032 and they will assist you.

How many times may I access my Home Equity Line of Credit funds?
  • Customers have unlimited access up to their approved credit limit during a predefined time period.

Will I need to change my password?
  • Yes. The system will prompt you to change your Remote Deposit Capture password every 60 days.

What if I have specific Treasury product related questions?
Can we start setting up Business Online Banking users in the Preview Period?
  • Yes.

What will happen to the Monroe Bank & Trust website at monroe.bank? Can I still access my accounts there?
  • The Monroe Bank & Trust website will be retired on November 8.  Once the transition is complete, that web address will redirect you to the First Merchants website at firstmerchants.com. Consider updating any bookmarks on November 11.

Where do I log in to Business Online Banking?
  • From firstmerchants.com, select Business Online Banking from the dropdown menu in the login box to begin the login process. If you’re using a mobile device, you’ll see mobile login options as well. 

What Mobile Banking modes may I enroll?
  • Users may enroll for, both, the web/browser-based version of Mobile Banking as well as the downloadable applications, if supported. SMS/Text for Mobile Banking must be enrolled from the Mobile Banking Center using a personal computer. Click on the "Activate Now" link for SMS and follow the instructions presented on the screen.

Will Internal Transfer templates come over?
Is there a difference for consumer and business cardholders?
  • No, both consumer and business cardholders will receive Fraud Alerts.

Is there a fee for Personal Online Banking and Bill Pay?
Do I have to be an Online Banking customer to receive an eStatement?
  • Yes, eStatements are available through Online Banking only.

If I turn a feature off using Debit Card Controls, will it affect any other cards accessing the same account?
  •  No, if you turn a feature off through Debit Card Controls, it will only apply to your debit card.

What is First Merchants Bank Text Banking?
  • Text banking gives personal Online Banking users access to accounts via text (SMS) messages on your phone. It's a fast, easy way to look up account balances or recent account history by sending a text command to a shortcode.

Is my information shared with your affiliates or used for marketing purposes?
  • Per our privacy statement, you have a choice as to whether your information is shared with and if you want to receive marketing information from First Merchants’ affiliates. Instructions for limiting sharing are listed in the privacy statement and are available online at firstmerchants.com or you may call Customer Service at 1.800.205.3464.

What if I did not receive a text message to verify my Mobile Banking enrollment?
  • If you're having trouble receiving text messages, check with your wireless carrier or plan administrator to make sure your mobile phone has text functionality enabled. Standard rates apply, so you should check with your carrier to avoid unexpected charges.

What are the Business Bill Pay limits?
  • Transaction Limits are as follows: $10,000 for single payment, $20,000 daily limit.

Can I view all of my accounts?
  • Yes - You can view all of your accounts in Online Banking as long as they have been registered into online banking.

I received an activation code but never used it. What do I do now?
  • Activation codes expire after a specific period of time. If you need a new one, return to the Mobile Banking enrollment site (called the Mobile Banking Center) and request a new activation code.

If I receive an alert, does that automatically block my account from further purchases?
  • Possibly. The majority of suspected fraud accounts will be blocked, however, some lower risk items may not be declined.

Which wireless carriers are supported?
  • We support most of the popular US wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. If your carrier is not listed when you enroll, select 'Other' and try the Mobile Web option, or check back later, as new carriers will be added over time.

What is the new routing number?
  • 074900657

For OOBA, do we have to do it via Mobile phone or can it be a landline?
  • OOBA will work with either Landline or Mobile phones.

Can you upload a file during Preview Week?
  • No.

Will all of my payment information be automatically updated?
  • No. The Mastercard ABU Service is only available at participating merchants. Each merchant can choose the frequency at which they check for updated payment information. To avoid late payments and penalties, you will need to check with your merchant to ensure their card information has been updated.

What are external transfers?
  • External transfers enable personal banking customers to transfer funds to or from a deposit account at another institution. Before transfers can take place, you will be required to verify the amount of two small deposits to the external account.

What should I do if my settings do not update immediately?
  • Normally, your debit card settings will be updated immediately. However, Debit Card Controls is reliant on computer and telecommunication systems. Disruptions to these systems may result in delays in updates to Debit Card Control settings from time to time. Your settings will be updated as soon as the disruption is resolved.

How secure is my account information with Business Online Banking?
  • Business Online Banking is equipped with layered security and Out-of-Band Authentication to help mitigate both internal and external fraud. You are protected at login and when you initiate a transaction.  Please visit our Security Center at https://www.firstmerchants.com/security-center for additional information.

    First Merchants Bank or any of its divisions, will not contact you via email, phone, or other means and request confidential information.
What do I need to know about a HELOC?
  • Here are some basic things to consider when evaluating if a HELOC is right for you:

    • Depending on your creditworthiness and the amount of your outstanding debt, you may be able to borrow up to 89 percent of the appraised value of your home less the amount you owe on your first mortgage.
    • Most HELOCs have variable interest rates. These rates may offer lower monthly payments at first, but during the rest of the repayment period, the payments may change — and may go up.
    • Similar to a real estate mortgage, HELOCs require you to use your home as collateral for the loan. This may put your home at risk if your payment is late or you can't make your payment at all.
The phone number listed for the One-Time Security Code is not a valid number.
  • If the phone number(s) presented are not valid, please contact Treasury Solutions at 1.866.833.0050 to update your phone number(s).

How will I know when my statement is ready?
  • You will receive an email each time a new statement is available to view.

How do I order checks within Online Banking?
  • You can reorder checks through Deluxe within the Customer Service tab of Online Banking. Just choose Order Checks and select the appropriate account.

Will my Mobile Banking change?
Can I see images of my deposits?
  • Yes, Online Banking allows you to view the front and the back of each deposit ticket.

Are you using the correct ID and the correct case?
  • Your Login ID is the same as the username you used on the Monroe Bank & Trust system - follow the instructions you received via email (Your ID is case sensitive.) During your first login, you should then be asked to authenticate yourself using a one-time security code. If, during your first login, you do not see the authentication screen and are instead taken directly to a password screen, you've entered your ID incorrectly.

Is there a limit for Mobile Deposit?
  • Yes, checks over $3,000 are not eligible for mobile deposit. Additionally, there is a $3,000 daily submission aggregate limit to the mobile deposit service. If you have items to deposit that exceed the daily limit, please deposit the following business day. Any items deposited that exceed a daily submission limit of $3,000 will be rejected.

When will I need to use the new routing number when requesting wires?
  • You have 30 days to change the routing numbers for wires.  If the originating bank puts in the Monroe Bank & Trust routing number after December 12, the system will automatically stop the wire until the correct routing number is chosen.

Is your Business Online Banking system compatible with all browsers?
  • Yes and the preference is Internet Explorer.

What are approved uses of a Home Equity Loan or Home Equity Line of Credit (HELOC)?
  • A Home Equity Loan or Home Equity Line of Credit are very flexible and may be used for almost any occasion, including:

    • Home improvements (large and small)
    • Debt consolidation
    • College tuition and expenses
    • New automobile
    • Automobile refinance
    • Recreational vehicles (boats, motorcycles, ATVs)
    • Vacations
    • Unexpected expenses - medical bills, new furnace, etc.
Are eStatements secure?
  • Yes. eStatements are more secure than paper statements because you reduce the risk of mail fraud.

If our Primary Administrator is not available, who do we contact?
  • We recommend giving another individual Administration rights as well.

Can you print check images?
  • Yes.

How do I opt out?
  • To unenroll a device, just log in to Online Banking and select 'Manage mobile banking settings' under the Customer Service/Administration tab. Personal users who have activated text banking may also text 'S' or 'STOP' to 49794 to deactivate text banking for that device.

How do I sign in to a joint account?
  • Each account owner should have their own user ID and password for Online Banking.
Can I transfer funds in Telephone Banking? What else can I do using the system?
  • Yes! You can make transfers between First Merchants accounts or even make a First Merchants loan payment from a First Merchants checking account. Other options include: check balance, review account activity, make loan inquiry, issue stop payment, and report a lost or stolen ATM or debit card.

Can I use Business Online Banking to pay my First Merchants Loan?
  • Yes. Rollover, Transfers and Payments tab, under Loans, select Manage loans. Click the loan account you wish to pay and select an Action from the dropdown menu on the right. Enter the payment details and click Continue.

What is the cost for First Merchants Mobile Banking?
  • First Merchants Mobile Banking is free, however, you may incur text or data charges from your wireless provider. Standard rates apply, so you should check with your carrier to avoid unexpected charges.