You Have Questions, We Have Answers.

If you can't find the answer you need in the below sections, contact our member call center at 215-996-3700 and speak to someone who can help. Or visit our other Help Center pages; Videos and How-To.

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Bill Pay

Pay Bills
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.
- Pay all of your bills at the Payment Center. You can also see a summary of your recent and pending payments.
- Receive some of your bills online. You can view and pay these bills at the Payment Center.
- Set up automatic payments to pay your electronic bills or to automatically schedule payments of a set amount at regular intervals.
- Review your bills and payments.
How does it work?
To pay your bills online, simply add the companies and people you want to pay. We use this information to make the payments for your bills. After you add your bills, you can go to the Payment Center. The Pay Bills section lists all of the bills you've added. To pay a bill, enter a payment amount and the date when you want the company or person to receive your payment. You can also select this date from the calendar. Pay as many bills as you want at the same time from the Payment Center.

After you pay a bill, it may move to either the Pending Payments section or the Recent Payments section of the Payment Center.
- Pending Payments: Provide a quick summary of the payments that have not yet been processed.
- Recent Payments: Provide a list of bills that have been paid in the past 45 days.
You can also find a list of the pending and recent payments for a particular biller in the Payment Assistant. If you can't find a payment in the Recent Payments section, go to Bill History, which shows all of the bills you paid in the past including electronic bills and the bills that you pay automatically.
How secure is my bill payment and personal information?
We use several methods to ensure that your information is secure.
- SSL - Secure Sockets Layer ensures that your connection and information are secure from outside inspection.
- Encryption - 128-bit encryption makes your information unreadable as it passes over the Internet.
- Automatic Sign Out - Automatically signs you out of a session if you are inactive for a predefined time (usually 10 minutes). It is best if you sign out immediately after you finish your tasks.
Which browsers should I use?
For best performance, we recommend you use one of the following supported browsers:
- Microsoft Internet Explorer 9, 10 or 11 (Windows 8, Windows Vista, and Windows 7)
- Firefox 3.6 (Windows 8, Windows Vista, and Windows 7)
- Apple Safari 5 (OS X 10.5 and 10.6)
- Chrome 8 (Windows 8, Windows Vista, and Windows 7)
While other browsers may work, these supported browsers provide the highest level of security, accuracy, and functionality. We also recommend that you enable JavaScript in your browser. JavaScript is required for certain features to function properly.
Can I use assistive technology for access?
Yes, we've incorporated several enhancements based on priorities one and two of the World Wide Web Consortium's Web Content Accessibility Guidelines. These enhancements aim to make our bill pay solution more accessible to assistive technology users.

The following features may help you navigate more easily:
- Skip to Main Content Links - These links allow you to skip the page banner and the redundant navigation links and go directly to the main page content.
- Link Titles - If a link opens a new window, you are alerted in the link title. Most of the links have descriptive labels, but we provide additional information in the link title if necessary. For this reason, we recommend that you set your screen reader to read the link title attributes.
- Table Summaries - Whenever information is presented in a table format, we provide a brief description of the contents.
- Font Sizes - The fonts can be resized without significantly changing the layout of a page.

CardLock

What is Card Lock?

Card Lock is a mobile application that allows you turn off and turn on your MSDFCU credit card accounts – anytime, anywhere.
I’ve added an account, now what?

The first thing a user should do after authenticating a card is to add their destinations from the Destination Management page. Destinations are the emails or SMS numbers that will be used when an alert is triggered. If a user does not set these up, they will still receive any Alerts they activate within the “My Alerts” in-app notifications page.
I can’t receive SMS Alerts.

When adding a phone number as a destination, Card Lock should then send the user a text which they must then verify by replying back “YES.” If a user does not verify a phone number, it will not be eligible to receive future Alerts.
I should have received an Alert but I didn’t?

As with any communication app reliant on 3rd party email services and SMS services, occasionally a message may get lost in transit. While this is not a common occurrence, a user should check their spam settings or service connection on their phone if it ever occurs, as the Alert most likely generated but was not received properly by their email or SMS provider.
I forgot my PIN for Card Lock?

The Card Lock app should allow you to reset your PIN from the app itself. If that doesn’t work, please try deleting the app and reinstalling it from the app store to create a new PIN. You will have to reauthenticate your cards if you do this.
I deleted Card Lock but I still receive Alerts?

Deleting Card Lock won’t actually disable the alerts you’ve attached to your account. Please redownload the app, reauthenticate your card, select the previous nickname you gave it, and you should then be able to manually disable the alert from there. Likewise, a member can also “Delete Registration” by removing their card from the app. This will eliminate all previously set Alerts and Controls tied to the account.

Credit Card eStatements

What are eStatements (Electronic Statements)?

eStatements are exact copies of your monthly paper statements that are housed in an online secure environment. You will receive a monthly email notification when a new statement is available for viewing. eStatements can be viewed at your convenience by logging into your Online Banking account. Since eStatements are PDF files, they can also be saved to your computer and/or printed. You can view, save and print up to 24 months of eStatements starting with the month you successfully enrolled.
How much do eStatements cost?

eStatements are provided at no additional cost to you.
Will I still get my paper statement at my home address?

You will continue to receive paper statements for one (1) billing cycle after your eStatement enrollment. Once the transition is complete, you will only receive email notifications when your monthly statement is available for online viewing.

* Note: You can resume delivery of your paper statements at any time. Just log into your Online Banking account and click on the “Go Paperless” link to unenrollment.
How will I know when a new eStatement is ready to be viewed?

You will receive an email notification when a new statement is available.
How do I enroll for eStatements?

To enroll for eStatements, you will need a credit card account. Once logged into Online Banking, click on your Credit Card account. This will take you to the Credit Card Portal where you can view your credit card account. Click on “Go Paperless” from Quick Links or from the Statements & Activity dropdown menu. Follow the prompts to enroll.
What happens after I enroll?

Once you enroll, you will receive an Enrollment Confirmation Notification in your email. After this you will start receiving monthly e-mail notifications when your statement is available. You will need to log in to Online Banking to view your eStatement.
How many months of eStatements will I be able to view online?

You can view, save and print up to 24 months of eStatements. Each month a new statement will be added to your available list and the oldest statement will no longer be available online.
What if I enroll and then decide I want to switch back to paper statements?

You can easily cancel eStatements. Once you are in the Credit Card Portal, click on “Go Paperless” and unenrollment prompts will be provided.
How do I access my eStatement?

Once logged into Online Banking, click on your Credit Card account. This will take you to the Credit Card Portal where you can view your credit card account. Navigate to the View Statements link from Quick Links or from the Statements & Activity dropdown menu. Available eStatements will display on the right-hand side of the View Statements page under the View eStatements section. Select the appropriate month from the list. This action will launch Adobe Acrobat, which will display your selected Electronic Statement. Visit www.adobe.com to download a free copy of Adobe Acrobat Reader.
How do I print my eStatement?

To print an eStatement, select “Print” from the program menu.
How do I save my eStatement?

To save an Electronic Statement, select “Save As” from the program menu.
How do I update my email address?

On the View Statements screen, simply click on the “Manage Profile” link. The system will ask you to Authenticate. Enter your new email address in the ”Profile Email” and click “Save.” It is important to always keep a current email address in order to receive your Electronic Statement notifications without interruptions.
How do I get a copy of an old paper statement?

You can view up to 24 months of account information with eStatements at no additional cost. If you missed an opportunity to print or save a past Electronic Statement and it is no longer available please contact our Call Center for additional assistance. A $5.00 fee will be charged per statement copy.
What security methods are used to protect my eStatements?

Since User IDs and Passwords are required to access your eStatement, personal information is more secure than in your mailbox, where identity thieves can easily grab your paper statements. We also use state-of-the-art security measures to ensure your confidential information is protected 24 hours a day. Our Internet products use the latest encryption technology to secure your data.

Credit Sense

What is SavvyMoney?

SavvyMoney is a comprehensive Credit Score program offered by your Credit Union, that helps you stay on top of your credit. You get your latest credit score, an understanding of key factors that impact the score, and can see the most up to date offers that can help reduce your interest costs. With this program, you always know where you stand with your credit and how your Credit Union can help save you money.
Is SavvyMoney Credit Score an actual credit report?

No. SavvyMoney shows you your credit score, ranging from 300 to 850, and the main factors from their credit reports that impact this score the most. It doesn’t include an actual credit report (a detailed report of credit history). See SavvyMoney’s Credit Score FAQs for more details.
Is there a fee?

No. SavvyMoney is entirely free and no credit card information is required to register.
How often is my credit score updated?

As long as you are a regular online banking user, your credit score will be updated every month and displayed in your online banking screen. You can also refresh your score as frequently as every day by navigating to the detailed SavvyMoney site from within online banking.
Can I request a free credit report from SavvyMoney?

Not at this time. However, we encourage you to pull one copy of your credit report from each bureau [Experian, Equifax and TransUnion] annually at www.annualcreditreport.com or by calling 877-322-8228. By pulling a report from one of the bureaus every four months, you can stay on top of your credit and spot any inaccuracies or suspicious activity quickly. Pulling your own credit reports is considered a soft inquiry and will not affect your credit score.
How does the SavvyMoney Credit Score differ from other credit scoring offerings?

SavvyMoney pulls your credit profile from TransUnion, one of the three major credit reporting bureaus, and uses VantageScore 3.0, a credit scoring model developed collaboratively by the three major credit bureaus: Equifax, Experian, and TransUnion. This model seeks to make score information more uniform between the three bureaus to provide consumers a better picture of their credit health.
Why do credit scores differ?

There are three major credit-reporting bureaus—Equifax, Experian and Transunion—and two scoring models—FICO or VantageScore—that determine credit scores. Financial institutions use different bureaus, as well as their own scoring models. Over 200 factors of a credit report may be taken into account when calculating a score and each model may weigh credit factors differently, so no scoring model is completely identical. No matter what credit bureau or credit scoring model is used, consumers do fall into specific credit ranges: Excellent 781–850, Good 661-780, Fair 601-660, Unfavorable 501-600, Bad Below 500.
Will MSDFCU use SavvyMoney Credit Score to make loan decisions?

No, Merck Sharp & Dohme FCU uses its own lending criteria for making loan.
Will SavvyMoney share my credit score with MSDFCU?

No, your SavvyMoney Credit Score is a free service to help you understand your credit health, how you make improvements in your score and ways you can save money on your loans with MSDFCU.
How does SavvyMoney Credit Score keep my financial information secure?

SavvyMoney uses bank level encryption and security measures to keep your data safe and secure. Your personal information is never shared with or sold to a third party.
If the Credit Union doesn’t use SavvyMoney Credit Score to make loan decisions, why do we offer it?

SavvyMoney Credit Score can help you manage your credit so when it comes time to borrow for a big-ticket purchase—like buying a home, car or paying for college—you have a clear picture of your credit health and can qualify for the lowest possible interest rate. You’ll also see offers on how you can save money on your new and existing loans with MSDFCU.
What if the information provided by SavvyMoney Credit Score appears to be wrong or inaccurate?

The SavvyMoney Credit Score makes its best effort to show you the most relevant information from your credit report, but it is not a full credit report. If you think that some of the information is wrong or inaccurate, we encourage you to take advantage of obtaining free credit reports from www.annualcreditreport.com, and then pursuing with each bureau individually. Each bureau has its own process for correcting inaccurate information. The Federal Trade Commission website step-by-step instructions on how to contact the bureaus and correct errors.
There is a section on the site that features both MSDFCU product offers and financial education articles. Why am I seeing this?

Based on your SavvyMoney Credit Score information, you may receive MSDFCU offers on products that may be of interest to you. In most cases, these offers may have lower interest rates than the products you already have. The educational articles, written by Jean Chatzky and the SavvyMoney team, are designed to provide helpful tips on how you can manage credit and debt wisely.
Will accessing SavvyMoney Credit Score ‘ping’ my credit and potentially lower my credit score?

No. Checking SavvyMoney Credit Score is a “soft inquiry”, which does not affect your credit score. Lenders use ‘hard inquiries’ to make decisions about your credit worthiness when you apply for loans.
Can I get a copy of my credit report from SavvyMoney too?

Not at this time. SavvyMoney may offer credit reports in the near future.
Does SavvyMoney offer credit report monitoring as well?

Yes. SavvyMoney will monitor and send email alerts when there’s been a change to your credit profile.
How do Members change their email address or other personal information?

If you access SavvyMoney program through your online banking, you have to do nothing! Your email address will get updated automatically in SavvyMoney when you update it in online banking.

If your signed up with SavvyMoney from our website, please log into the website and click on your name displayed on top right of the screen. Select the Profile link from the drop down, and follow instructions to update your information.

eStatements

What are eStatements?

eStatements are an electronic copy of your statement. It’s a quick and easy way to receive and store your monthly statement through Online Banking. These files are always available to you even if you receive mailed statements.
How do eStatements work?

You log into Online Banking and sign up for the service using the enrollment link. Then, we notify you through email each month when your statement is ready to be viewed. You will be able to view your statement from your computer or mobile device, 24 hours a day, seven days a week via the Internet.
Will I continue to get a paper statement through the mail?

No, your paper statements will stop once you sign up for eStatements.
How safe is my statement online?

Just like Online Banking, we maintain the highest level of security, using proven technologies to protect your data and ensure the safety and confidentiality of your electronic statement.
When will I receive my online statement?

You’ll receive your statements sooner than with traditional mailing. Upon signing up for eStatements, you will receive your first email notification the following month. You will continue to receive a monthly email notification that your online statement is available.
How much history will I have access to?

You can access Statement-History back to 2014.
Current eStatements labeled Statement-PDF are available for the previous 24 months.
Can I save my eStatements?

Yes, you have the option of printing a hard copy or saving a copy of the PDF file to your own computer.

External Account to Account Transfers

External Account to Account Transfers
Easily transfer money between your accounts, including your accounts at other financial institutions.
- Transfer funds from here...to there. You can move money between your accounts with us, and your accounts at other financial institutions.
- Quick and easy. Once your external accounts are set up in the system, just select them the same way you would select accounts with us.
- Fully secure. Your transfers move over completely secure electronic networks, making it the most secure way to transfer funds.
Can I transfer money between accounts?

Yes. If you've added more than one account in BillPay, you can easily transfer money between the accounts. Go to Transfer Money and select the option to transfer money.
How long does it take to process an account transfer?

The Transfer Date is the date that the money is withdrawn from the From account. Transfers are typically deposited in your To account on the transfer date. Transfers may be delayed three business days depending on the transfer amount or five business days depending on the selected From account. Your transfer limits are determined based on information that we received from the consumer credit reporting agency that verified your information when you enrolled.

The calendar shows the earliest available date you can make a transfer.
What are account transfer limits and how are they set?

Limits for how much money you can transfer between accounts are established based on information you provided during enrollment. If you try to transfer an amount that is higher than your limits, a message informs you how much money you can transfer.

Your transfer limits are shown in the Make a Transfer section next to the amount you want to transfer.

A transfer fee may apply. The amount may vary based on the direction of the transfer. Transfers coming in to your MSDFCU account may be charged a different fee from transfers going out to an account at another institution.
What should I do if I transfer money to the wrong account?

If the transfer has not been processed, cancel the transfer. Once the transfer has been canceled, schedule a new transfer to the correct account. If you've transferred the wrong amount, you can cancel the transfer if it has not been processed and reschedule it with the correct amount.

If you have a problem with a transfer that has been processed, you can send us a transfer inquiry from the Transfer Detail page. Our member service reps will attempt to resolve the problem on your behalf.
What is a repeating transfer?
The automatic transfer of a specified amount of money from one account to another based on a schedule that you set up. For example, you may want to set up a repeating transfer schedule to automatically transfer $500 from your money market account to a checking account at the end of each month.

You need to make three decisions that determine the frequency and duration of the transfers:
- When do you want to schedule the first transfer?
- How often do you want to transfer the money?
- When do you want to stop scheduling the transfers?
- When you set up a transfer schedule, the transfers are automatically scheduled for the duration you choose or until you cancel the repeating transfer.
Why is my reminder removed when I schedule a repeating transfer?

When you schedule a repeating transfer for the same To and From accounts as an existing reminder you've set up, the reminder is removed. If email notification options are available when you set up the repeating transfer, you can select those options to receive e-mail about your transfer.

Mobile Banking

How do I sign on to the MSDFCU Mobile Banking App?
IMPORTANT – To sign on to Mobile banking, make sure you have successfully logged in to Online Banking first. If you make 3 or more failed attempts to log in to Mobile, you will be locked out and need to contact us at 215-996-3700.

To sign in to Mobile Banking for the first time you will need your
- Sign-On ID (it will be saved for future logins)
- And the password you created in Online Banking.
1. Open the new MSDFCU Mobile Banking App from your mobile phone.
2. Sign in.
3. Enter your User Id.
4. Click Continue.
5. Enter the password that you created for Online Banking.
6. Click Continue.
What is the MSDFCU Mobile Banking App?

New Mobile Banking 2016 is an internet based service that delivers the convenience of online banking to your mobile device. New Mobile Banking 2016 allows you to perform banking related transactions from your phone 24/7.
What services are available with the MSDFCU Mobile Banking App?
- View account balances
- View transaction history
- View pending transactions
- Transfer funds
- Make loan payments or advances
- Pay bills
- Use Popmoney^® to pay other people
- Deposit checks
- Receive "Alerts" on banking transactions
What type of accounts can I access with the MSDFCU Mobile Banking App?

It will provide access to the same accounts that are viewable through Online Banking including your checking, savings, CD's and loans.
Is there a cost to use MSDFCU Mobile Banking App?

No. the MSDFCU Mobile App is a free service. Please contact your cell phone carrier for any standard charges that may apply to text messaging or web usage.
How do I enroll in Mobile Banking?

Enrollment is completed through Online Banking. Choose "Options" then "Mobile Banking Enrollment". See the “How To_Mobile Banking Enrollment.pdf” file.
How do I access the MSDFCU Mobile App after enrollment?

After enrollment a text message is delivered to the registered device with a link. If the text message has been deleted, simply access the logon page provided by the Credit Union. From the logon page a new "One Time Password" can be requested to deliver a new text message to the device to login.
What do I use for my Login ID?

The Login ID used for the MSDFCU Mobile App is the same as the Login ID used for Online Banking.
What phones are supported?

Phones must have internet access and a browser that supports XHTML pages. Please contact your carrier for specific questions relating to your phones individual settings.
Is the MSDFCU Mobile App secure?

Yes. All messages exchanged between the cell phone and servers are encrypted with 128 bit encryption. The message is then transferred over the phone carriers' network.
Can I have Alerts about my account activity sent to my cell phone?

You can set up Alerts that will be sent via text messages or emails (or both) to your cell phone or email address. Note that you will need a Web-enabled phone and Internet service from your cell phone provider to receive email messages.

To set up your alerts, log in to Internet Banking.

For email alerts- Once logged in, click on the Account tabs, then Alerts on the left-hand side. This is the screen to setup your Alerts

For text alerts- Once logged in, click on the My $ Tracker tab. The dashboard will display first, click on Alerts. This is the screen to setup Alerts

To learn how to set up alerts refer to the video tutorial about online banking.
What is Mobile Banking for Tablets?

Mobile Banking is our mobile service that brings banking to your phone. Mobile Banking for the Tablet allows you to monitor your account from your tablet at any time.
What can I do with Mobile Banking?
Mobile Banking allows you to:
- View account balances
- View transaction history
- Transfer funds
- Pay bills
- Use Popmoney^® to pay other people
- Deposit checks
What makes Mobile Banking for my tablet different?

Mobile Banking for the Tablet is specifically designed to behave like other apps. It follows the navigation patterns you are used to, and uses the extra space available on a tablet's screen to make the information easier to read.

Because Mobile Banking for the Tablet is optimized to use the capabilities and screen of your device, it makes for a better and more seamless experience than using the phone app.
How do I enroll in Mobile Banking with my tablet?
Mobile Banking is available to anyone currently enrolled for our Online Banking service. To download and install our application;
1. Visit the appropriate App Store (iTunes or Google Play)
2. Search for Merck Sharp & Dohme FCU
3. Download and install the app
What tablets are supported for Mobile Banking?

At the present time, Mobile Banking is available for iPad, Android and Kindle devices.
Is Mobile Banking secure?

Yes. Our Mobile Banking system uses state-of-the-art encryption to keep the data safe from hackers, and our login security is the strongest available.
Can I use Mobile Banking on more than one phone or tablet?

Yes. You can add phones and tablets, change services or cancel at any time from the Mobile Banking setup screen.

Online Banking

What is Online Banking?
Online Banking is our online service that allows you to access your account information 24 hours a day, 7 days a week. Using Online Banking you can:
- View real-time account balances, check images and history
- Access checking, loans and CDs 24-hours a day
- Export history to financial software or spreadsheets
- Transfer funds between accounts
- Pay bills online
- Request stop payments
What do I need to bank online?

To get started, agree to the terms and conditions, complete the enrollment form and you'll be banking online in no time at all.
What types of accounts can I view with Online Banking?

With Online Banking, you can view all your Merck Sharp & Dohme FCU accounts, as well as loans.
How often is my account information updated?

Account information is updated in real-time, offering you the most current information available.
How secure is my personal account information?

Merck Sharp & Dohme FCU uses the latest Internet security available, including secure communications (SSL), firewalls, 128 bit encryption, and operating systems that have been designed to provide maximum security.
Why am I signed off sometimes and I have to sign in again?

If Online Banking has been inactive for a period of time, Online Banking may automatically sign you off to prevent unauthorized use of your accounts, and to prevent others from viewing your information.
Can I pay my bills using Online Banking?

Yes. You can make payments to anyone in the United States from the utility company to the local babysitter. You may schedule payments to be made immediately or on a specified date in the future. You can even set up recurring payments so you do not have to worry about paying your regular bills. Recurring payments can be set up weekly, semi-monthly or monthly. Bill Pay eliminates the need for writing checks or addressing envelopes. More importantly, it saves you time and simplifies your busy life. (Fees may apply)
What type of account is required for Bill Pay?

Bill pay can only be used with a checking account.
May I pay bills from more than one checking account?

Yes.
How far in advance should I set up a payment to ensure it is paid on time?

We recommend that payments should be made at least five (5) business days in advance of the due date of the payee.
Can I transfer funds between my accounts?

Yes, you can transfer funds between any of your Merck Sharp & Dohme FCU accounts.
Do I need extra software or hardware to use Online Banking?

No extra software is necessary. You can access your Merck Sharp & Dohme FCU accounts from almost any PC that has Internet access.
Will Online Banking work with my current Internet Service Provider?

Yes, Online Banking works with any ISP.
Can I access my accounts from both home and work?

Yes, you can access your accounts from almost any PC.

Popmoney

Send Money to Friends and Family

Popmoney^® is an innovative personal payment service that eliminates the hassles of checks and cash. Popmoney allows you to send and receive money as easily as you send and receive email and text messages. Best of all, you don't need a separate account. Just use your current U.S. checking or savings account.

With Popmoney, you can send and receive money using your financial institution's online banking site. It's just that easy!
How it Works
Sending Money
- To send money, log in to your account by clicking on Payments tab, then Pay your bills. This will take you to the Bill Pay site. Popmoney option will be on the left.
- Send money using the recipient's name and email address, mobile number or checking/savings account information. You can even make it special by using one of our eGreetings (for an additional charge).
- You will be notified when the transaction is completed.
- If your recipient's financial institution is part of the Popmoney network, they can complete the transaction from their own financial institution's online banking site. If not, they can go to Popmoney.com to pick up the funds and direct the funds to their bank account.
Receiving Money
- You will receive an email or text message telling you someone sent you money.
- Log in to your financial institution's online banking site and direct the funds to your bank account.
- Money sent to a specified bank account will be automatically deposited there.
How will the recipient know I sent money using Popmoney?

The recipient will receive a payment notification either by email or a text message depending on how you chose to send the money.

Email address: The recipient will receive an email with instructions on how to direct the payment into their checking or savings account.

Mobile number: The recipient will receive a text message with instructions on how to direct the payment into their checking or savings account. If the recipient doesn't act within 3 days, they will receive a text message reminder to act on the payment notification. Message and Data charges from your telecommunications provider may apply.

Bank account information (routing and account number): The money will be deposited into the recipient's bank account. You may choose to notify the recipient by sending an email message.
When will the funds be available in the recipient's account?

Funds may be available in the recipient's checking or savings account as early as one business day from the date they accept the funds. The recipient will receive a confirmation email with the date the funds will be in their account.
What type of accounts can I use to send the payment to?

Payment can be directed to a checking, savings, or money market account held at a U.S. financial institution.
Do payments expire?

Yes. The recipient has 10 days from the date of the payment notification to provide checking or savings account information. After 10 days, if the funds have not been accepted, the payment expires and the funds are returned to the sender.