Online Banking Security FAQs
Why do you use strong password requirements for Personal Online Banking?
Providing the strongest security possible to our customers is high priority for Merchants Bank. Our password structure is designed to prevent unauthorized access and ensure the highest level of integrity. Customers have the option to alternate between two passwords for ease in remembering. HINT: Use something meaningful to only you. The requirements do not need to be difficult.
What is Enhanced Login Security and why do I have to answer these questions each time I log in?
Enhanced Login Security is a form of authentication that requires customers to provide personal information that only they know. This, along with your user ID and password provide three layers of authentication – which is necessary to access your online banking account. This is required by federal regulations and prevents unauthorized access.
Do I have to use my Social Security Number as my User ID?
No. Alternate IDs are available for Personal Online Banking. Your SSN is required for the initial log on only. Once in Online Banking, go to User Options, and “Change User ID”.
How often do I have to change my password?
We require you to change your password every 45 days.
What is a “cookie”?
Cookies are parcels of text sent by a web server to a web browser and then sent back unchanged by the browser each time it accesses that server. Internet cookies are used for authenticating, tracking, and maintaining specific information about users. Most online banking sites, including ours, require your browser to accept cookies. We use this piece of information to authenticate the computer used to access online banking.
Can I change the 3 questions that I answered to reset my own password?
Yes. The questions and answers can be changed by calling Merchants Bank and having us reset your password. This process resets your password, your security questions, and the Enhanced Login Security.
HINT: The answers are yours personally. They do not necessarily have to answer the question being asked, they can be any word or phrase which you will remember.
What do I do if I forget my password?
There are two ways to reset your password.
First, from the Online Banking login page, click on the link that says: “click here to reset it yourself.”
This will bring you to a three-step process. You will need to:
- Enter your User ID
- Answer the three questions you chose at the time of applying for Online Banking
- Choose a new password
Once these steps are successfully completed you will be able to log in again.
The second way to reset your password is to contact the bank at 1-800-322-5222, and we will reset it for you. You will need to go to the login page and click on the link that says, “click here to have Merchants Bank reset it for you.” This will bring up the password reset form. Once you fill out the form and submit it to the bank, a representative will then approve it. You will then be able to log in again.
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