Mercantil Mobile- FAQ's

Mercantil Mobile and Mobile Check Deposits FAQ’S

GENERAL INFORMATION & USAGE
  • Does the Mercantil Commercebank mobile banking service work with my device?

    The Mercantil Commercebank Mobile Banking Application for iPhone® and iPad® is compatible with iPhone®, iPod® touch and iPad® devices with iOS 4.3 and above.The Mercantil Mobile Application for AndroidTM is compatible with AndroidTM Operating System 4.3 and above.The Mercantil Mobile Application for BlackBerry® is compatible with BlackBerry® OS 5.0 and above.

    BlackBerry mobile devices supported by the Mercantil Mobile Application are: Bold 9900, Bold 9790, Torch 9800 and Curve 9360.

  • Are there fees to use the Mercantil Commercebank mobile banking service?
    There is no charge from Mercantil Commercebank to download or use the Mercantil Mobile mobile banking
    application. However, you should contact your wireless service provider to see if any connectivity or usage
    rates may apply. Fees as described in your Mercantil Commercebank account agreement apply.
  • Do I have to be enrolled to Mercantil Commercebank’s Personal Online Banking to use Mercantil
    Commercebank mobile banking?

    You must be enrolled in Mercantil Commercebank’s Personal Online Banking to access account information
    and perform banking transactions through the mobile banking service.However, you can use the ATM/Banking Center locator, as well as access Mercantil Commercebank’s contact
    information, without being enrolled in Mercantil Commercebank’s Personal Online Banking.
  • How do I open an account at Mercantil Commercebank?

    To open an account at Mercantil Commercebank, you may:

    • 1) Visit a Mercantil Commercebank banking center nearest you, and speak to a Bank Officer
    • 2) International customers may open an account online by clicking here
    • 3) Contact Us at:
      Toll free: 1-888-629-0810Toll free from Venezuela: 0-800-100-2600 Tel.: (305) 629-1212 Hours: 7 a.m. – 12 Midnight E.S.T. (Live Agent)
      7 days a week
  • Can I use the same User ID and Password for the mobile banking service that I use for
    Personal Online Banking?

    Yes, you will need to use the same User ID and Password for mobile banking as you do for Mercantil
    Commercebank’s Personal Online Banking.When you first attempt to logon using the Mercantil Commercebank mobile banking application, you’ll be
    asked to enter a Security Code provided when registering the mobile device through Mercantil
    Commercebank Personal Online Banking.If you haven’t registered your mobile device through Personal Online Banking, you will need to do so by
    following these simple steps:

    • 1) Logon to Personal Online Banking
    • 2) Click on the Services tab
    • 3) Click on the Other Services tab
    • 4) Select Mobile Banking
    • 5) Agree to the terms and conditions by checking the box and proceeding to click Accept
    • 6) Select Register New Device
    • 7) Enter a Nickname, Device Type, Country and Phone Number (only applicable for phone devices)
      and click Continue
    • 8) Retrieve the Security Code* that you will need the first time you use the mobile banking application.
      *Password will expire within 30 minutes.
  • Can I use a different User ID and Password for mobile banking?
    No, you will only be able to use your Mercantil Commercebank Personal Online Banking User ID and Password
    to access your account information through mobile banking.
  • How do I start using my Mercantil Commercebank mobile banking service?

    Getting started is simple! Register your device onto Mercantil Commercebank Personal Online Banking by:

    • 1) Logon to Personal Online Banking
    • 2) Click on the Services tab
    • 3) Click on the Other Services tab
    • 4) Select Mobile Banking
    • 5) Agree to the terms and conditions by checking the box and proceeding to click Accept
    • 6) Select Register New Device
    • 7) Enter a Nickname, Device Type, Country and Phone Number (only applicable for phone devices)
      and click Continue
    • 8) Retrieve the Security Code* that you will need the first time you use the mobile banking application.
      *Password will expire within 30 minutes.
    • 9) Download the Mercantil Mobile application from the App StoreSM or Google PlaySM
    • 10) Enter your Personal Online Banking User ID and Password
    • 11) Enter your Security Code

    You will be able to access your account information the same day.

  • After how many incorrect logon attempts will my Mercantil Commercebank mobile banking service
    be locked?

    Your mobile banking application will be locked after three incorrect logon attempts. After the third attempt,
    the password must be reset.To reset your Password, you will have to contact the Mobile Banking and Online Support Call Center at: Toll free: 1-866-806-8125
    Toll free from Venezuela: 0-800-100-5469
    From any other location: 1-305-629-1260
  • Can my Mercantil Commercebank mobile banking session time out?
    Yes, your mobile banking application session will time out after 10 minutes. To avoid timing out, please ensure
    you are active in the session after you’ve logged on.
  • Which accounts are available through Mercantil Commercebank mobile banking?
    Accounts currently accessed through Mercantil Commercebank Personal Online Banking can also be accessed
    using your Mercantil Commercebank mobile banking service.
  • What can I do with my Mercantil Commercebank mobile banking?

    Using your Mercantil Commercebank mobile banking1 service, you can:

    • Deposit checks using your supported iOS, Android or Blackberry® camera-enabled mobile device
    • Transfer funds between your own Mercantil Commercebank personal deposit accounts
    • Pay your Mercantil Commercebank credit cards
    • Advance funds from your Mercantil Commercebank Line of Credit2
    • View personal account activity anywhere, anytime
    • View personal account balances
    • Receive account alerts through your mobile device
    • Search transactions
    • Find a Mercantil Commercebank Banking Center or ATM
    • Find a Presto! ATM
    • Retrieve Mercantil Commercebank contact information and frequently asked questions

    Some features are available only for eligible accounts. Some restrictions may apply.

    1There is no charge from Mercantil Commercebank to download or use the Mercantil Mobile mobile banking application.
    However, you should contact your wireless service provider to see if any connectivity or usage rates may apply. Fees as described
    in your Mercantil Commercebank account agreement apply.

    2 When using Mercantil Mobile to advance funds from a Mercantil Commercebank Line of Credit, you remain subject to the terms and conditions of all existing agreements with Mercantil Commercebank including, but not limited to the terms and conditions of use of Mercantil Mobile and conditions applicable to your credit with Mercantil Commercebank.

    Loan advances submitted between 7:00am – 10:30pm EST, Monday through Firday, will be credited the same business day.

  • How often do I need to download the Mercantil Mobile Application?
    As we continue to improve our mobile banking service, we will periodically release new updates. Please refer
    to your application notification for updates.
  • How many devices can I register to the mobile banking service?
    You may register up to 5 devices per Login ID.
  • What is Mercantil Commercebank’s ABA routing number?
    Mercantil Commercebank’s ABA Routing Number is 067010509.
  • What is Mercantil Commercebank’s Swift Code?
    Mercantil Commercebank’s Swift Code is MNBMUS33.


SECURITY

  • What security measures help protect my transactions on Mercantil Commercebank mobile banking?
    Our layered security approach includes methods of authentication and encryption that comply with federal
    laws. Log-in requirements, session time-outs and our 128-bit SSL encryption technology help protect your
    information from unauthorized parties as it travels from your mobile device to the Bank.
  • Can I access my Mercantil Commercebank mobile banking without a User ID and Password?
    No, you will need to use your Mercantil Commercebank Personal Online Banking User ID and Password to
    access your mobile banking.The first time you register your mobile device to the Mercantil Commercebank mobile banking service,
    you will be issued a Security Code that you will only use once. The Security Code is unique to each mobile
    device registered.
  • How can I be sure that my Mercantil Commercebank mobile banking information is secure if someone
    steals my mobile device?

    You are required to enter a valid Mercantil Commercebank Personal Online Banking User ID and Password to
    access your account information using mobile banking. If your mobile device is stolen, no one can access the
    mobile banking service without your Mercantil Commercebank Personal Online Banking User ID and
    Password. However, you will need to deactivate your mobile device following the instructions below:

    • 1) Logon to Personal Online Banking
    • 2) Click on the Services tab
    • 3) Click on the Other Services tab
    • 4) Select Mobile Banking
    • 5) Select the mobile device you wish to deactivate
    • 6) Once the mobile device has been selected, click Remove Device
    • 7) Click OK to proceed with the removal of the mobile device

    We recommend that you contact the Mobile Banking and Online Support Call Center to notify the Bank that
    your mobile device was stolen.

    You should also contact your wireless service provider to have your device deactivated.

    To avoid having your online banking compromised, do not share your Personal Online Banking User ID and
    Password with anyone.

    Security Tips:

    What to do:

    • Download applications from reputable sources such as: the App Store, iTunes Store
    • Before downloading applications and/or updating applications, verify developer profile
      and application agreements
    • Always use the Password feature to secure your device
    • Bookmark URL links to avoid errors when typing them in your internet browser
    • Use nicknames for your accounts whenever possible instead of using account number information

    What not to do:

    • Never share your User ID, Password or any security information with anyone
    • Never save personal information on your device such as: account numbers, security authentication
      information (i.e.: User ID and Passwords)


MOBILE CHECK DEPOSIT

  • What is Mercantil Commercebank Mobile Check Deposit?
    Mercantil Commercebank Mobile Check Deposit is a service that allows you to take a picture of your check with your supported iOS, Android or BlackBerry camera-enabled mobile devices, and send the images electronically to Mercantil Commercebank for deposit.
  • How does Mercantil Commercebank Mobile Check Deposit work?
    You can submit as many deposits as you need to each day up to $3,500. There is a $7,500 monthly limit per account for deposits made with Mobile Check Deposit. The maximum amount for a single Mobile Check Deposit may not exceed $ 3,500.
    NOTE: You may not deposit checks payable to a Business or Corporate into a personal account.
  • What are the advantages of using Mobile Check Deposit?
    With Mobile Check Deposit, you can save time and money by eliminating trips to the Bank to deposit checks.
  • Is Mobile Check Deposit secure?
    Mercantil Commercebank’s Mobile Check Deposit is protected by several layers of security. We use 128-bit SSL
    encryption technology to protect your financial activities while using the Mercantil Mobile service. You must
    enter your Mercantil Commercebank Personal Online Banking User ID and Password to access your account
    information.
  • When will my deposits be processed?
    Deposits submitted before 5 PM local time on Monday through Thursday and before 6 PM local time on Friday will be processed that day. Deposits submitted after 5 PM local time (Monday through Thursday),  6 PM local time (Friday) or on a non-business day will be processed the next business day.
  • Do I need to use paper deposit slips when using Mobile Check Deposit?
    No, Mobile Check Deposit automatically creates an electronic deposit ticket for each deposit. Paper deposit
    slips aren’t needed.
  • What kind of checks can I process using Mobile Check Deposit?
    Mobile Check Deposit will only process checks payable in U.S. dollars and drawn on a U.S. bank through
    a check.Mercantil Commercebank will not accept: cashier’s checks, money orders or traveler’s checks, as a deposit
    through the Mobile Check Deposit service.
  • Can foreign currency checks be processed through Mobile Check Deposit?
    No, you can only deposit checks payable in U.S. dollars and drawn on a U.S. bank.
  • Is there a limit to the amount I can deposit in one day or one month?
    You can submit as many deposits as you need to each day up to $3,500. There is a $7,500 monthly limit per account for deposits made with Mobile Check Deposit. The maximum amount for a single Mobile Check Deposit may not exceed $ 3,500.
  • How do I get the best image of the check using Mobile Check Deposit?
    • 1. Flatten the check and place it on a dark, non-reflective surface. Make sure there is enough light to distinguish the check from the background.
    • 2. We recommend you take the picture standing up (not sitting down). Hold the device steady, and if necessary, touch the screen to focus the check. Make sure the entire check is inside the frame and touch the camera icon on the right when you are ready *.
    • 3. The image will be displayed for you to review. If it is not readable, click “Retake” to retake the picture of the check. If you can read the details on the check, click “Use” to keep the image.
    • 4. If our system can’t correctly interpret the writing on your check, you can always deposit your check at any Mercantil Commercebank Banking Center or ATM.

    Note: Please remember to endorse the check before you take a picture of the back of the check. If you don’t, the payer’s bank may choose not to pay it, and the deposit credit to your account will be reversed.

    Additionally, we recommend that once your check is deposited and shown available on your account, you VOID it immediately.

    * BlackBerry 2 MP and above are supported, but it is recommended to use 3.1 MP and above and to enable the Autofocus setting for best results.

  • How long should I keep the original checks?
    Once you submit your check through the Mobile Check Deposit service, you should store your check until you
    see it appear as “available” on your account. Once it becomes available, please mark your check as “VOID.”It is important that you store the original or sufficient copy of the check in the event of a claim as the Bank will
    require you to provide either the original or copy of the check, in order to resolve claims or to aid the clearing
    and collection process. For additional information regarding terms and conditions, please reference the
    Mobile Banking Agreement.
  • Who can I call if I have questions about Mobile Check Deposit?
    Contact Us at:
    Toll free: 1-888-629-0810Toll free from Venezuela: 0-800-100-2600Tel.: (305) 629-1212Hours: 7 a.m. – 12 Midnight E.S.T.(Live Agent)
    7 days a week.


ALERTS

  • What are Mercantil Mobile Alerts?
    Mercantil Mobile Alerts is a feature that sends a notification regarding specific bank transactions and/or information that you previously requested through your Mercantil Mobile service.
  • What operating system is required to activate Mercantil Mobile Alerts?

    The operating systems required to enable access to the Mercantil Mobile Alerts are:iPhone® devices with iOS 4.3 and aboveAndroidTM Operating System 2.3 and above

    Blackberry® OS 5.0 and above

    Blackberry mobile devices supported by the Mercantil Mobile Application are: Bold 9900, Bold 9790, Torch 9800 and Curve 9360.

    We will periodically update our operating systems and inform of these updates through the mobile banking application.

  • How do I enroll for Mercantil Mobile Alerts?
    Log in to your Mercantil Mobile service from your mobile device, select “Alerts” from the menu, and proceed to select “Setup Alerts” to customize your notifications.
  • How do I manage Mercantil Mobile Alerts?
    Log in to Mercantil Mobile from your mobile device, select “Alerts” from the menu, and proceed to select the “Alerts’ Settings” icon.
  • What type of Alerts are available?

    We provide two types of Alerts:

      • 1. General Alerts are sent to you following important account activity such as insufficient funds. You need to activate these alerts in order to start receiving them. Although you have the option to not receive these General & Security Alerts, we strongly recommend that you do so since they provide important information related to your online security or account activity.
      • 2. Account Alerts must be activated and customized by you by choosing the type of alert(s) you would like to receive. Each account Alert has different options available, and you will be asked to preselect these options upon activation.

    Alerts are subject to the following:

        • We may add new Alerts from time to time, or cancel old alerts. We usually notify you when we cancel alerts, but are not obligated to do so.
        • Alerts will be sent to mobile devices that can receive our Mercantil Mobile App Alerts system.
        • Mercantil Commercebank (the “Bank”), does not charge for the delivery of the alerts, but please be advised that data charges or rates may be imposed by your carrier.
        • We do our best to provide alerts in a timely manner with accurate information, but alerts may be delayed or prevented by a variety of factors beyond our control, such as system failures or misdirected delivery. We do not guarantee the delivery or accuracy of alerts. The contents of an alert may be outdated by the time an alert is sent or received, due to other activity on your account or to delays in sending data among various systems. You agree that we are not liable for any delays, failure to deliver, or misdirected delivery of any alert; for any errors in the content of an alert or for any actions taken or not taken by you or a third party as the result of an alert.
        • Because alerts are not encrypted, we will never include your passcode or full account number. However, alerts may include your name and some information about your accounts. Depending upon the type of alert, information such as your account balance or transaction information may be included. Anyone with access to your Mercantil Mobile service will be able to view your Alert messages.

    There are many options to choose from, you can receive alerts on:

      • Withdrawals
        • ATM Withdrawal
          An ATM withdrawal alert will be sent when an ATM withdrawal exceeds a dollar amount you set.
        • Check Amount
          Check Amount alerts are sent when a check posts to your account and exceeds the dollar amount you set.
        • Debit Card
          Debit Card alerts are sent when a transaction has posted to your account and exceeds the dollar amount you set.
        • Funds Transfer
          You will receive a Funds Transfer alert (withdrawal only) when a transfer occurs and exceeds the dollar amount you set. This may include internal transfers, ACH transactions and wire transfers
      • Account Status Alerts
        • Low Balance
          A daily alert will be sent when your account balance falls below a dollar amount you set.
        • Account Balance
          An alert will be delivered advising of the balance on your account. You may choose to receive this alert daily or weekly.
        • Specific Check
          A Specific Check alert will be sent when a check posted to your account matches the check number you specify.

    NOTE: Mercantil Commercebank, N.A. does not charge for the delivery of the alerts, but please be advised that data charges or rates may be imposed by your carrier.

  • Will Alerts help to prevent banking fees?
    Mercantil Mobile Alerts can help prevent fees by allowing you to actively manage your bank accounts at your convenience, anytime, anywhere. We do our best to provide alerts in a timely manner with accurate information, but alerts may be delayed or prevented by a variety of factors beyond our control. We cannot guarantee the delivery of alerts nor the accuracy of the content. We are also not responsible for any actions taken (or not taken) by you or any third party as the result of an alert.
  • What will happen to an Alert after I view it?
    Log in to Mercantil Mobile, click on ‘Alerts” to view your alert history. You will be able to view up to the last thirty one (31) alerts from your Mercantil Mobile application.
  • How soon will I get an Alert?
    In general, our Mercantil Mobile Alerts are sent close to real-time. This means we will do our best to notify you of the selected activity as close as possible to the time it has occurred. How quickly, and the frequency of the alert, are based on the type of alert selected. For more details on when alerts are delivered, refer to the types of alerts available within the Mobile Banking App.


BILL PAY

    • What is Mercantil Mobile Bill Pay?
      Mercantil Mobile Banking Bill Pay is a complimentary service of Mercantil Mobile that allows you to pay your bills through your mobile device. With Mercantil Mobile Bill Pay, you can pay virtually anyone, anytime, anywhere in the United States from the convenience of your mobile device.
    • What does Mercantil Mobile Bill Pay allow me to do?
      Mercantil Mobile Bill Pay allows you to pay almost any business or individual that you currently pay by check such as; your utility bills, loan payments, insurance, credit cards, and even your dentist or health care professional. Plus, you can schedule your payments in advance for up to a year, set up recurring payments, update your payment instructions anytime and track your payment history, see who you paid, the date and the amount.
    • Who can use Mercantil Mobile Bill Pay?
      In order to use Mercantil Mobile Bill Pay, customers must have a Mercantil Commercebank deposit account11, a valid Social Security Number and a mailing address in the United States and have registered their accounts to Personal Online Banking. Once registered to the Bill Payment service, you will automatically be able to access Bill Pay through Mercantil Mobile.1 Money Market accounts do not qualify for the Mercantil Mobile Bill Pay service.
    • Are there monthly fees for utilizing the Mercantil Mobile Bill Pay Service?
      No. Mercantil Mobile Bill Pay service is a complementary mobile banking service. However, you should contact your wireless service provider to see if any connectivity or usage rates may apply. Fees as described in your Mercantil Commercebank account agreement apply.
    • Does enrolling in Mercantil Commercebank Personal Online Banking grant you immediate access to Mercantil Mobile Bill Pay?

      No. In order to enroll your account(s) in Mercantil Mobile Bill Pay you need to have a Mercantil Commercebank deposit account1, a valid Social Security Number, a mailing address in the United States and have had registered your account(s) to Personal Online Banking. Once you access your account, please click on the Pay Bills option within the Payments dropdown menu where you will be able to accept the Terms and Conditions of the Bill Pay and e-Bills2 Services and Terms of Use which will apply to your use of Bill Pay and e-Bills on-line and through Mercantil Mobile. During the process of enrollment you will be able to add payees and select other options that will be available when you use this service through your Mobile Banking app.The Mercantil Mobile app may not have all of the features for the Bill Pay service that are available to you through the Personal Online Banking. For example, you will not have the ability to add new payees or modify an existing payee in the Mobile Banking app nor will you be able to view and receive e-Bills through the mobile banking application. In order to set up these functions and access all of the features and services offered by Mercantil Commercebank therein, it is required that you sign-in directly through Mercantil Commercebank’s Personal Online Banking.1Money Market accounts do not qualify for the Mercantil Mobile Bill Pay service.

      2E-Bills are only available through the Mercantil Commercebank Personal Online Banking Bill Pay service.

    • What happens if I forget my password for Mercantil Mobile and have no access to Mercantil Commercebank Personal Online Banking Bill Pay?
      If you forgot your password, you will need to reset it through the Personal Online Banking service. For instructions on how to reset your password, please reference the Password Reset Help Guide.
    • Where can I obtain more information about Mercantil Mobile Bill Payment?
      To obtain more information about Mercantil Mobile Bill Pay, click here >
Yes. You can cancel the service from the Online Bill Pay Payment Center by selecting the “My Profile” tab at the top of the page and clicking on the “Cancel Service” option through the Personal Online Banking service.


TOUCH ID

      • How does Touch ID work?
        Touch ID is a feature that is available for iPhone 5s, 6 and 6 Plus that allows you to access your mobile app using your stored fingerprint and User ID.
        You must enable the Touch ID from your iOS mobile device before activing it through the Mercantil Mobile app.
        Once you’ve set up your Touch ID you will be able to access your Mercantil Commercebank account information, but certain transactions and features will require a second form of authentication.
      • How do I set up Touch ID?

        You will be required to enable the Touch ID feature from your mobile device by selecting the “Touch ID & Passcode” option from within the “Settings” menu and follow the instructions on how to save your fingerprint to your device and set up a device passcode.

        Once you’ve completed the Touch ID set up on your device follow these simple steps:
        – Open the Mercantil Mobile app
        – Enter your User ID and Password
        – Select the “Touch ID” option from the Login screen
        – Accept the Terms & Conditions

      • How do I disable Touch ID?
        To disable the Touch ID functionality for Mercantil Mobile, go to the mobile app login and deselect the “Touch ID” button located on the login screen.
      • Will I be required to enter a Password once I’ve authenticated myself using Touch ID?
        Yes, for your security there are certain features and services that will require for you to enter your Password.
      • Can I set up more than one User ID for the Touch ID feature?
        Yes, you may set up as many User IDs as you would like to access the Mercantil Mobile app, but their fingerprints must be encrypted on the mobile device and each User ID must be entered one at a time.
        NOTE: For your security we do not recommend that you have more than one User ID registered to the Touch ID feature to ensure that your Mercantil Commercebank information is not compromised.
      • Can any fingerprint saved on my mobile device access my Mercantil Mobile app?
        Yes, any fingerprint that is encrypted on your mobile device will have access to your Mercantil Mobile app. We do not recommend that you have more than one fingerprint stored on your mobile device. And we encourage that you frequently check the fingerprint settings to keep your mobile banking information secure.
      • Will the Touch ID feature be disabled if I change my User ID and Password?
        Yes, the Touch ID feature will be disabled if you change your User ID and Password and will require that you accept the Terms & Conditions to reinstate the feature.
      • Do I have to save my User ID to use the Touch ID feature?
        Yes, you will have to save your User ID on the Login screen for the Touch ID feature to work. If you clear your User ID at any time you will have to enable the Touch ID feature as if you were setting it up for the first time.
      • How do I access my Mercantil Mobile app if my device does not recognize my fingerprint?
        If the device does not recognize your fingerprint, you will be able to access the Mercantil Mobile service by entering your User ID and Password.
      • How do I use multiple devices with Touch ID capabilities to access Mercantil Mobile?
        You will have to enable the Touch ID feature on each one of the devices.
      • For support or questions regarding Apple Touch ID visit apple.com/support.
        Apple and Touch ID are Trademarks of Apple Inc.


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