Top 5 Questions:

• What is your routing number? (also known as the ABA number)

  Merck Sharp & Dohme FCU's ABA number is 231386645.

  The routing number is also known as the ABA number or routing and transit number. You can find the routing number in the lower left-hand corner of your checks.  ABA is an acronym for American Bankers Association (ABA). An ABA number is issued to Federal and State chartered financial institutions to identify the institution responsible for the payment or receipt of a negotiable instrument, such as a check or electronic funds transfer. It helps route payment of funds while they are in transit between institutions, thus it is also known as the routing and transit number. It is most commonly used on checks and for the purpose of direct deposit between institutions.

• How do I access my credit card statement?

  In Online Banking, from the Accounts tab scroll down to see the Credit Card Accounts section, select your account by clicking on the credit card name. This will launch a new window where you can view the details related to your credit card.

  *You may see a notice asking you to disable your pop up blocker. You must do so to view the site from this link.

• How can I order checks?

  Checks can be ordered in several ways:

  • Login to online banking, from the Account Services tab, use the “Compose” a new message button (in green). Indicate the you would like to order checks, you must include the next check number and the style of checks.
    
    

  • Or mail the check reorder form to:

    Merck Sharp and Dohme FCU
    Chalfont Branch
    335 W. Butler Ave.
    Chalfont, PA 18914
    
    

  • You can also place an order by calling call member services at 215-996-3700 or stopping into any branch.

• Where do I redeem the CURewards points I have been earning on my debit and/or credit card?

  Go to the CU Rewards website and you can see all the current items available to you and information on your points to redeem them.

• Do Visa Gift Cards and Visa Reloadable Cards require activation?

  Yes. Gift cards can be activated by calling 866-902-6082. Reloadable Cards can be activated by calling 866-760-3156.

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.

ClickSWITCH FAQ

• What is ClickSWITCH?

  ClickSWITCH is an automated account switching solution that makes it easy for you to quickly and securely switch your recurring direct deposits and automatic payments from your previous financial institution account to your new financial institution account. You can also initiate the closing of accounts at your previous financial institution using ClickSWITCH.

• How does ClickSWITCH work?

  ClickSWITCH removes the hassle of contacting all of your billers and depositors to inform them of your new account information. You input your payment and direct deposit information to our secure ClickSWITCH system, submit the switch and we’ll do the rest. You can monitor the progress and switch status in the “Status” column on your Dashboard.

• Is ClickSWITCH secure?

  Yes. ClickSWITCH uses the latest in online encryption protection to gather and store your switch information. Additionally, our facilities adhere to the highest industry standards with regard to the security of your personal information.

• Who do I contact if I need help setting up my switches or if I have questions?

  Please contact Member Services at 215-996-3700

• How do I log in and get started?

  Getting started with ClickSWITCH is easy! Once you’ve been enrolled, you’ll need the SwitchTRACK code provided to you during enrollment, or you can activate your ClickSWITCH account through the Welcome Email you received.

• Where do I get a SwitchTRACK code?

  You will receive a SwitchTRACK code when you enroll at a branch. You can also get your SwitchTRACK code over the phone from member services.

• My SwitchTRACK code isn’t working; what should I do?

  Please contact Member Services at 215-996-3700 for assistance with your SwitchTRACK code.

• What do I need to start my switch?

  You’ll need to gather all of your automatic payment and direct deposit information to get your switches started. A previous statement is a great source of information for the automatic payments and direct deposits tied to an account.

• What is an automatic payment?

  An automatic payment is a regular, ongoing payment that is initiated externally to your bank account, such as a monthly insurance bill, utility payment or automobile loan payment.

• What is a direct deposit?

  A direct deposit is any payment that you receive from an organization directly into your account. These could include payroll direct deposits, government direct deposits (Social Security, Disability, etc.) and dividend direct deposits from investment accounts

• How long will it take for me to submit a switch request?

  Submitting a switch typically takes less than 90 seconds.

• Once a switch has been submitted, when does a company receive the information?

  Switches are processed and sent out within 24 hours of the switch being submitted. 

• How long will it take for my switch to be complete?

  Once a company receives the form, automatic payment and direct deposit switches typically take 5-15 business days. Since the timeframe depends on the company receiving the switch request, it’s always a good idea to review your switch status page for the most current information regarding each switch and to continue monitoring your accounts.

   

  Timing for each switch can vary depending on the type of payment or deposit, the biller or depositor and the method needed to switch the payment or deposit.

• Do I need to call my billers and depositors to confirm the switch?

  We display the status for each automatic payment or direct deposit in the Status column. If a switch shows as

  “Completed” there’s no need to contact the biller or depositor. For switches that are marked as “Mailed” for more than 15 business days, you may want to contact the biller or depositor to confirm the status and see if the company needs additional information.

• Why do I need to enter my billing account number or other specific information?

  Companies require specific information to ensure your identity and to update the account information in their system.

• Which address should I use for my biller and depositor?

  A large number of billers and depositors are already in our system. However, if we do not have a company’s address, please use the address that is indicated on the payment confirmation or statement the company sends you. You can also typically find the address displayed in the Help or Contact Us areas of the company’s website.

• What if I don’t have the information required to submit a switch?

  If a field has a red line on the right, this information is required in order for the switch to be submitted. If you are in the middle of a switch, you can “Save” it. It will save as an “Information Needed” status and you can either log back in later when you have the required information or contact the financial institution for help.

• How do I know if my payment or deposit has been switched?

  The easiest way to check the status of a switch is to look at the “Status” column of your ClickSWITCH account. Switches that have been completed and confirmed by your biller or depositor will display a “Completed” status. Switches that are still in process will display a “Mailed” status.

  For switches that have a mailed status for 15 days or more, we recommend contacting the company to confirm the switch is completed or check your account.

• What if I forget to include an automatic payment or direct deposit when submitting my switches?

  You can easily submit additional switches any time! Simply log in to your ClickSWITCH account and click the correct tab in your Dashboard.

• What if my switch isn’t completed and I miss a payment?

  Monitoring your switch status is an important part of moving your account. It is advisable to keep enough money in your old account to cover each payment until the switch status for that payment has changed to “Completed,” or you’ve confirmed with your billers that your payment account information is updated in their systems.

• When is it safe to move/remove funds from my prior account?

  We recommend keeping enough money in your old account to cover each payment until the switch status is “Completed.” This is especially important for any payments that might be due during the 14 days after you initiate a switch.

• One of my switches has an “Action Needed” status. What does this mean?

  Occasionally, after you have submitted a switch for processing, our research team determines that the company requires you to update your banking information with them online. When this happens, your switch will show an “Action Needed” status. You may also see an “Action Needed” status if the switch is rejected for other reasons. To see the details of the action you need to take, you can click on the Edit icon in the Actions column.

• Will I be notified of any switch updates?

  If you provided an email address during enrollment and have allowed alert emails, you will receive switch updates via email. If not, you will need to log in to ClickSWITCH and view the switch status.

• What is Switch Assist?

  Switch Assist allows you to log in to your previous financial institution’s online banking account. Once you’re logged in, you

  will see your transaction history and will be able to submit switches to your new financial institution account.

• Can I use ClickSWITCH to switch my bill payments?

  Since bill payments are not automatically recurring, you’re not able to use ClickSWITCH for them. You will see a list of your bill payments in the automatic payment tab when you’re logged in to Switch Assist and can download this list to use as reference when creating bill payments at your new financial institution.

• I’m having technical difficulties. Who should I contact?

  Please contact Member Services at 215-996-3700 for assistance.

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 Zelle^® 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 Zelle^® 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.

Transfer Now

• Registration & Signup - Questions

  What happens next after I sign up for Transfer Funds?

  You’ll need to verify your mail address and add your accounts with other banks or credit unions.

  We’ll send you a welcome email with a verification code. On the Preferences page, select the Verify link next to your email address. Enter the verification code and Submit.

  To add your accounts with other banks or credit unions, select the Add a New Account link on the Transfer Funds page, or select the + Add Account button on the Preferences page under My Other Accounts.

  Why do I have to verify my accounts in Transfer Funds?

  We do everything possible to ensure your security. The verification procedures are safeguards that help us make sure that only you can add accounts from other banks or credit unions to your service.

  Can I make changes to my Transfer Funds account?

  Absolutely! You can easily add or delete your accounts with other banks or credit unions on the Preferences page.

  How often will I have to verify my accounts in Transfer Funds?

  For your protection, we will ask you to verify each account that you add.

• Adding Accounts and the Different Types of Accounts - Questions

  Which accounts are eligible in Transfer Funds?

  Your Merck Sharp & Dohme Federal Credit Union accounts are already enabled for this service. You can also add these types of accounts from other banks or credit unions:

  o Checking and savings accounts that accept ACH transfers. Check with your bank or credit

  union if you’re not sure.

  o Investment accounts that you own, if your brokerage is displayed in the Brokerage Account menu. To see the brokerages listed, select Brokerage for Account Type.

  You’ll need to verify accounts before you can use them.

  
  

  Which account types are not eligible in Transfer Funds?

  You won’t be able to add these accounts to your service:

  o Individual Retirement Accounts (IRAs).

  o Custodial and/or Trust accounts.

  o Certificates of Deposit (CDs) or other time-based accounts.

  o Loan accounts (including credit card and equity accounts).

  You may have other accounts that are ineligible for this service because of restrictions from your other banks or credit unions.

  
  

  How do I add the accounts I have with other banks or credit unions in Transfer Funds?

  Select Add new account from the Transfer Funds page and select the type of account you want to add or select the + Add Account on the Preferences page.

  o For checking, savings, or money market accounts, enter the routing number and account number.

  o For investment accounts, select Brokerage from the Account Type menu. Select a supported firm from the Brokerage Account menu and enter the requested account information.

  Verify Your Account

  For security, you must verify each account you add before you can use it for transfers.

  o For online verification, you’ll be asked to provide your login credentials for the account you are adding. Online verification is quick and completely safe, and we never store your credentials.

  o If online verification is not available or if it fails, you can use the trial deposit verification, which takes 2-3 business days.

  Verified accounts in good standing show as Active on the Preferences page.

   

  
  

  What is an ABA routing number, and how do I find it?

  The American Bankers Association (ABA) routing number identifies the bank. You can find this nine-digit number at the bottom of your checks or deposit slips between the    symbols.

  
  

  How do I find the account number?

  Your account number appears at the bottom of your checks between the symbols. You can also find your account number on your bank statement.

  
  

  I’m an existing customer. How do I add additional accounts in Transfer Funds?

  You can add new accounts the same way you’ve added them before.

  
  

  How is a brokerage account defined in Transfer Funds?

  A brokerage account is defined as the cash account (usually a Money Market account) that you hold at the brokerage to buy or sell stocks or other investments.

  
  

  Which brokerage accounts are eligible in Transfer Funds?

  Most of the nation's prominent brokerage firms can be used in Transfer Funds. Select Brokerage under Account Type to review the firms available in the Brokerage Account menu.

  
  

  Can I add a brokerage account that belongs to someone else in Transfer Funds?

  No. Only brokerage accounts you own may be added to the service.

  
  

  How do I add a brokerage account in Transfer Funds?

  o Select Add a New Account on the Transfer Funds or select + Add Account on the Preferences page.

  o Select Brokerage as the Account Type.

  o Select a brokerage firm from the Brokerage Account menu and enter the requested information. If your account includes check-writing privileges, you will be asked for the bank routing number.

  o Verify your account.

  o Select Send me two deposits to start the trial deposit process.

  o In 2-3 business days, find the amounts we deposited in the brokerage account.

  o Enter the amount of each deposit by selecting the Verify link at the top of the Transfer Funds page or the Verify link on the Preferences page.

   

  
  

  What if my brokerage firm isn’t listed in Transfer Funds?

  Unfortunately, if your brokerage firm isn’t in the menu, you won’t be able to add an account with that firm to your service.

  
  

  Can I add accounts that belong to other people in Transfer Funds?

  No. You can only add accounts that you own to the service.

  
  

  When will I get trial deposits to verify my accounts?

  If your account is not instantly verified, we’ll ask you to start the trial deposit verification process. Merck Sharp & Dohme Federal Credit Union will make two small deposits into the account you are adding.

  o In 2-3 business days, look online for the small (less than $1) deposits, or call your bank or credit union.

  o On the Preferences page, select the Verify link next to your account. You’ll be prompted to enter the two deposit amounts. After you enter the correct amounts, your account will be active and ready for transfers.

  
  

  How do I find the trial deposit amounts?

  You should see the two small deposits (less than $1) in your account online 2-3 business days after starting the verification process. Or, you can call your bank or credit union or review your monthly statement.

  
  

  What do I do if the trial deposits don’t show up in my account?

  We’ll email you if we can’t make the two small deposits to your account. The account you are trying to add will show as Failed or Not Verified on the Preferences page. If this happens, we suggest you delete the account because it can’t be used for transfers. You can add it again with the correct information to start the trial deposit process again.

  
  

  How can I tell which accounts still have to be verified in Transfer Funds?

  Your unverified accounts will have a Pending Verification status on the Preferences page. Be sure to verify your accounts so you can use them to transfer money.

   

  
  

  What is the definition of a bank account for the purposes of this service?

  Checking accounts, money market accounts for which you have check-writing privileges (other than those held through brokerages) and savings accounts are eligible for the Nicknames help you identify accounts easily. Nicknames you create in Transfer Funds won't change nicknames you use at other banks or credit unions. as bank accounts. You can add accounts held at credit unions by selecting Add Bank Account link.

  
  

  What do I have to do to get my accounts verified using Trial Deposits Verification?

  If for any reason, you do not want to get your account verified online, you can always get it verified using Trial Deposit Verification. Just click on the option to verify via trial deposits in the add account flow and follow the simple instructions. Upon your initiation of Trial Deposit Verification, Merck Sharp & Dohme Federal Credit Union will make one or two deposits into your account. You will be asked to confirm the amount of the deposits.

  
  

  How long does it take to get my trial deposits?

  We’ll make two small deposits to your account within 2-3 business days after you start the trial deposit process.

  
  

• Transferring Funds - Questions

  How do you transfer my money in Transfer Funds?

  We send your transfers electronically through the secure Automated Clearing House (ACH) network.

  
  

  How long does it take to transfer funds?

  The delivery days are listed in the Fees and Delivery Info link on the Transfer Funds page. You’ll need to select a From and To account to see your delivery options and the link.

  
  

  Why are some of the accounts I’ve added missing from my Transfer Funds page?

  Only active and verified accounts show up in the From or To list on the Transfer Funds page. Check the status of your accounts on the Preferences page. If you see a Verify link, you’ll need to complete the verification process to activate the account. If you have questions about the status of your account, email us at info@msdfcu.org, or call us at 2159963700.

   

  Can I transfer funds between my accounts at Merck Sharp & Dohme Federal Credit Union?

  No. Each transfer must be between your Merck Sharp & Dohme Federal Credit Union account and an account with another bank or credit union.

  
  

  Can I transfer money between my accounts at other banks or credit unions?

  No. Each transfer must be between your Merck Sharp & Dohme Federal Credit Union account and an account with another bank or credit union.

  
  

  Can I transfer funds to my Merck Sharp & Dohme Federal Credit Union loan accounts?

  Yes, you can transfer money to your Merck Sharp & Dohme Federal Credit Union loan accounts.

  
  

  Can I transfer funds from my Merck Sharp & Dohme Federal Credit Union loan accounts to my accounts with other banks or credit unions?

  No. You can’t transfer money from your Merck Sharp & Dohme Federal Credit Union loan account to an account at another bank or credit union.

  
  

  Can I transfer funds to my loan accounts at my other banks or credit unions?

  No, you can’t add loan accounts held at other banks or credit unions to this service.

  
  

  Can I transfer funds internationally?

  No, international accounts are not eligible for this service.

  
  

  What is a one-time transfer?

  A one-time transfer occurs only once.

  
  

  How do I set up a one-time transfer?

  On the Transfer Funds page, enter the transfer amount and select the From and To accounts. Use the Send date displayed or select a new date. The Frequency needs to be One Time Transfer. On the review page you can Confirm, Edit, or Cancel your transfer. After confirming, you can select the Print icon to print the details.

   

  What are my delivery options?

  Your delivery options are displayed on the Transfer Funds page after you enter an amount and select a From and To account. The delivery options show the completed transfer date and fees, if any.

  
  

  Can I set up a transfer today to process later?

  Yes, you can schedule transfers up to one year in advance.

  
  

  What is a scheduled transfer?

  A scheduled transfer is a future-dated transfer.

  
  

  Can I edit a transfer?

  Yes. Select the Edit link next to a pending transfer on the Activity page and save your changes. You can also edit recurring transfers this way. You can’t edit transfers that don’t have an Edit link.

  
  

  How do I check the status of my transfers?

  Each transfer has a status on the Activity page. Select the information icon next to the word Status in the top row of the table to see the definitions for each status.

  
  

  How will I know when a transfer is complete?

  We’ll email you when a transfer is complete. We’ll also display your transfers for the past 180

  days on the Activity page. As always, you can check your account statement to verify that the transfer was debited or credited as you requested.

  
  

  What is a recurring transfer?

  A recurring transfer repeats for the same amount each time, at the frequency and duration that you specify.

   

  How do I set up recurring transfers?

  On the Transfer Funds page, enter the amount and select the From and To accounts. You’ll need to change today’s date to a future date.

  From the Frequency menu, choose how often you want the transfers to be sent.

  From the Duration menu, choose when you want the transfers to stop. Your choices are:

  o Until I cancel.

  o Up to a specified amount (be sure to provide the dollar amount in the field that displays under Duration).

  o Up to a specified number of transfers (be sure to provide the total number of transfers in the field that displays under Duration).

  o Until a specified date (be sure to provide the end date in the field that displays under Duration).

  Select Review. After reviewing, you can Confirm, Edit, or Cancel your recurring transfer. After confirming, you can select the Print icon to print the details.

  
  

  What are my frequency options for recurring transfers?

  You have these options in the Frequency menu for recurring transfers.

   

  Frequency for Recurring Transfers
  Once every month	Every month on the same date selected for the first send-on date.
  Every 15 days	On the same date as the first transfer plus 15 days. (i.e.: If the first transfer send-on date is 4/5, the next transfer dates will be 4/20, 5/5, and 5/20.
  Every week	Every week on the same day of the week selected for the first transfer.
  Every 2 weeks	Every other week on the same day of the week selected for the first transfer.
  Every 2 months	Every other month on the same send-on date as the first transfer.
  Every 3 months	Every three months on the same send-on date as the first transfer.
  Every 6 months	Every six months on the same send-on date as the first transfer.
  Every year	Once a year on the same send on date as the first transfer.

   

  Can I change the number of remaining transfers in a recurring plan?

  No. You can change the amount and date of the recurring transfers, but you won’t be able to

  change the number of transfers in the plan. You may want to cancel the recurring transfer plan and set up a new recurring plan with the number of transfers needed.

  
  

  What are my transfer limits?

  You can transfer up to your assigned dollar limits.

  
  

  Do the limits and/or fees from my accounts at other banks or credit unions apply in Transfer Funds?

  Yes. The transaction limits and/or fees used for your accounts with other banks and credit unions apply to the transfers you make in Transfer Funds. We recommend that you ask your bank or credit union if any restrictions or fees apply when using those accounts with your service.

  
  

  How are limits calculated for the 30-day period in Transfer Funds?

  When you schedule an immediate transfer, we calculate the amount of the transfers you’ve made within the past 30 days. Your remaining limit is the difference between your 30-day limit and the amount you’ve transferred in the past 30 days from today. When you schedule a future-dated transfer, we calculate the limit on the send date of the transfer. If the remaining limit is less than the transfer amount, we’ll cancel the transfer and send you an email.

  
  

  How much does it cost to transfer funds?

  Faster delivery speeds may be offered for a service fee. Fees, if any, will be displayed next to the delivery date. You can view more information by selecting the View Fees and Delivery link above the delivery options.

   

  
  

  What are the cutoff times for canceling today’s transfers?

  Cutoff times are listed in the Fees and Delivery Info link on the Transfer Funds page. You’ll need to select a From and To account to see your delivery options and the link. You can cancel today’s transfers from the Activity page before the cutoff time.

  o Future-dated transfers can be canceled before the Send date.

  o You can’t cancel a transfer that’s in process. If you create a new transfer to move the money back, please check to see if you’ll be charged fees.

  
  

  How do I cancel a transfer?

  Find the transfer on the Activity page and expand it to see the details and Cancel button. For recurring transfers, you’ll be given the option to cancel just the next recurring transfer, or all the remaining transfers in the plan.

  
  

  What can make my transfer unsuccessful?

  A transfer will be unsuccessful (returned) if it can’t be withdrawn from or deposited to an account. We’ll email you if a transfer is unsuccessful, and the details will be available on the Activity page.

  Common reasons for unsuccessful transfers include:

  o Insufficient funds in the From account.

  o Exceeding the limit for a transfer amount.

  
  

  How do I get details about an unsuccessful transfer?

  On the Activity page, select the Rejected link to see the details about your unsuccessful transfer.

  
  

  Can I use this service to transfer money between accounts at the same financial institution?

  No.

  
  

  If my account gets disqualified for High Limit Transfers and my account gets suspended, do all my other accounts get suspended?

  No, your other accounts and products will remain operational.

   

  How do I check the status of a recurring transfer?

  On the Activity page, select the status link to see the details about your recurring transfer.

  
  

  What do the different status designations for Recurring Transfers mean?

  o Pending: There are Recurring Transfers remaining.

  o Complete: All the Recurring Transfers have been executed.

  o Canceled: User has canceled the Recurring Transfer

  
  

  How do I cancel a Recurring Transfer?

  Find the transfer on the Activity page and expand it to see the details and Cancel Transfer button. You’ll be given the option to cancel all the remaining transfers in the plan, or just cancel the next one.

  
  

  How long is the history of transfer transactions?

  Six months.

  
  

• Security and Privacy - Questions

  How do you provide security and protect my privacy?

  We are committed to maintaining the privacy, security and integrity of the financial and personal information you share with us, and take every precaution to do so. We have designed multiple levels of security to ensure the protection of your information from loss, theft, unauthorized access, modification, or disclosure. We make sure that our security measures conform to all applicable federal, state and local laws.

  • Sensitive information, including bank account numbers and the account verification data, is encrypted with state-of-the-art encryption software when communicating data over the ACH network. For a full description of the care we take in this area, please see our Security Policy.

  • Our procedures also include extensive in-house privacy measures. Your user login name, password, and all verification information pertaining to your individual accounts, always remain encrypted. Neither our software, nor any of our employees, can decode this information. Please see our Privacy Policy for more details.

  How do you verify my identity and my account information to prevent fraud?

  When you sign up for the Transfer Funds service, your Merck Sharp & Dohme Federal Credit Union account(s) will be available for use in the service. If you are not able to sign up, or you can’t find your Merck Sharp & Dohme Federal Credit Union account(s), please contact Merck Sharp & Dohme Federal Credit Union.

  You can add your accounts with other banks or credit unions to your Transfer Funds service. We will verify every account you add in the service before you can use it for transferring funds. This takes a little more time for you and for us, but it is part of the care we take to maintain your safety and the integrity of the payment network.

  
  

  Do you share my information with third parties?

  No. Your information is never shared with a third party.

• User Profile - Questions

  Why do I have to validate my email address?

  We need to know that we have an accurate email address on file for you. It’s important that you receive your emails about your transfer activity.
  

  How do I validate my email address?

  Unverified emails have an Awaiting Verification status on the Preferences page.

  • Select the email to expand the section and show the details.
  • When you select the Verify link, we’ll email a verification code to your unverified email address.
  • Enter your code on the next page and submit. To get back to this page, select the Awaiting Verification status on the Preferences to expand the section and select the Verify link again.