We are excited to announce that our NEW online and mobile banking app are set to launch on August 26. To prepare you for the launch, we have compiled an FAQ to help answer address some of the questions you may have. As always, you can reach us at 732-594-3317.
The FAQs focus on the following areas:
- Initial Login
- Online Banking
- Online Bill Payment
- Mobile Banking
- Mobile Deposit (Remote Deposit Capture)
The new Online Banking login can be accessed from merckcu.com beginning on August 26, however, you can also use the below and should replace any bookmarks you may have saved.
To sign into the new Online Banking platform for the first time, please follow the below steps:
- Enter your Member Number in the “User ID” field.
- Enter your current online banking (Shadow1) PIN in the “Password” field.
- You will be prompted to change your password which must be at least 8 characters, contain upper and lower case letters and numbers. Symbols are not required, but are recommended as a best practice.
- Next, add five (5) Intelligent Authentication Questions and Answers.
- Accept the Online Banking Terms & Conditions.
- Accept the Bill Pay Terms & Conditions.
- Next, you will be asked to enroll in Multi-Factor Authentication. This will require you to register a phone number to receive a call or text message as a means of authenticating yourself. At login you will be asked for one phone number, but can add additional phone numbers in the “Settings” area of the platform after you are logged into the system.
- Enter validation code received on phone number (either via call or text).
- You are now logged into online banking. You can make any changes or additions to your settings in the Settings menu at the top right-hand corner of the screen.
Q. Will you convert my accounts to the new system?
A. Yes, your accounts will be migrated to the new system automatically.
Q. Will there be a period that Online Banking is not available to me?
A. There will be a conversion period from August 21st to August 26th. During this time, you will still be able to login to Shadow 1 (the old Online banking) but you will only be able to view your account. You will not be able to perform any transactions including bill pays and transfers. However, any automatic transfers or bill pays or bill pays or transfers you have scheduled to occur during the conversion period will happen as scheduled.
Q. Do I have to re-register for the new Online Banking?
A. No, existing Shadow1 (online banking) users do not have to register. You will however have to change your password and set up your enhanced security (challenge) questions after your first login with your current login credentials.
Q. Will I use the same User ID and Password to access my accounts?
A. You will for the first sign in. However, the system will then prompt you to change your password.
Q. Is the new Online Banking system still secure?
A. Yes, our new Online Banking system uses the highest level of protection available, providing the assurance that your accounts are secure.
Q. What features can I use to better protect and monitor my accounts?
A. The new system features multi-factor authentication which allows you to get a code via text, phone call or email to authenticate logging into your account or when you perform certain transactions. Please note that the system also has a robust menu of alerts to choose from that can be set to text or email you when activity occurs on your account. This ensures you are aware of any activity on your account.
Q. Will transfers that I have established be made after the conversion?
A. Yes, they will carry over.
Q. How do I set up a recurring transfer on the new Online Banking system?
A. Under the “Transfers” tab, you can set up a transfer with just a few clicks.
Q. Will my account nicknames carry over to the new system?
A. Although all accounts you have set up with Online banking will carry over, your account nicknames will have to be re-established (this is done under the settings tab – see next question).
Q. How do I add account nicknames to the new system? Is it possible to hide an account?
A. Under the settings link, click “Accounts” to see a list of your accounts. Click on the account that you would like to edit or add a nickname to. A screen will populate that will allow you to add a nickname and/or hide the account (from the home page).
Q. How much Online banking/transactional history is available?
A. Members will be able to view 10 months of transactional history in Online banking. Check images are also available for 10 months.
Q. Who can I call if I have questions or concerns?
A. Members who are having difficulty logging on to the new system or have any questions or concerns about the new system can always contact us directly at 732-594-3317.
Q. Who can I pay with the new system?
A. You can pay anyone in the United States who you would normally pay by check. This includes paying bills and sending money to people.
Q. Will my bill payees carry over after the conversion?
A. Yes, they will carry over.
Q. Can I arrange to have my billing statements sent to me electronically?
A. One of the features of our new system is online bill presentment. This enables you to completely automate your billing by receiving your bills electronically (if your biller offers e-bills).
Q. Will my bill payment history be transferred over?
A. No, unfortunately history will not carry over.
Q. Will the new system make any payments I have scheduled for after the conversion date?
Q. When will the funds from bill payments be deducted from my account?
A.Funds will be deducted from the account when the payment clears, just like a regular check. If the funds are not available when the payment tries to clear, the item will be returned and there will be a $25.00 NSF fee.
Q. How do I get assistance?
A. You can get assistance by contacting Bill Pay directly at 1-844-699-9982 during the hours of 7 a.m. and 1 a.m. M-F Eastern Time.
Q. Is there a new mobile app for Merck EFCU?
A. Yes, there is a new mobile app for Merck EFCU. Your current mobile app will no longer function after August 21. You can download the new mobile app from the Apple App or Google Play stores. Below are the links to download the new Merck EFCU Mobile Banking app:
Q. Do I need a new username and password for the new app?
A. Your username and password are the same as what you set up to log into the new Online Banking platform. Our new mobile app, however, does offer the ability to use Touch ID or Face ID.
Q. Will there be a period when mobile banking will be unavailable?
A. Mobile banking will be unavailable beginning on August 22 and will NOT be available in read only like online banking. Beginning on August 22, the current mobile banking app will NOT work during this conversion period and should be removed from your devices. The new mobile banking app will be available on August 26.
Q. Does the mobile deposit show as pending on my account as soon as I capture the check?
A. Yes, on the Deposit History it will show as pending.
Q. When will a check be available that I deposit through Mobile Deposit?
A. The first day after deposit is made, $100.00 is available. The remainder of the check will be available the second day. Deposits made after 3:00 pm ET will not be available until the following business day.