Customer Service FAQs

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  • Online Banking

  • Why does your Online Banking run one or more days behind?
  • The “As of date” refers to your Current Balance. As such, the “As of date” will reflect the last day we closed business, usually the most recent weekday. However, your account activity is still in real-time and will include transactions that have taken place after the reported date. This activity will be reflected in your Available Balance.
  • I completed my registration for Online Banking but still can't get in. What's wrong?
  • Thank you for registering for Online Banking with FirstMerit. After you submitted your online registration form, you should have received a message regarding the status of your access. If you received a message that your enrollment is pending, you should receive an email notifying you of the completion or cancellation of your enrollment within 5 business days. If you have not received this email or if you experience any difficulty while attempting to log in, please speak with one of our relationship bankers at 888-554-4362.
  • I am under 18 but have an account with a parent as a signer. Why can't I enroll for Online Banking?
  • Online Banking requires a legal agreement. As minors are unable to execute a legal contract, this service is not offered to minors.
  • Are my security questions case sensitive?
  • The security questions are not case sensitive. However, they must be answered exactly as they were originally submitted including punctuation, spacing and spelling.
  • How do I change my password?
  • To change your password, first log in to your Online Banking then click on the “My Profile” link located to the right of the “Log Off” button. On the “Profile” tab, below the fields for e-mail address changes, is a link to change your password. Click the link, enter your current password once, and the new password twice. Finally, click on the “Change Password” button
  • When I attempt to enroll for Online Banking I receive a message that some of the information I have entered is already in your system. What does that mean?
  • This message means that you have previously enrolled for Online Banking and already have an Online Banking login or a pending enrollment. Please call us at (888) 554-4362 and we would be happy to verify your identity and provide your login information.
  • Why do I have to answer my security questions every time I log in?
  • Given the anonymous nature of Internet Banking and the extensive access to financial functions, it is imperative we adequately verify your identity. FirstMerit presents these questions for your security when your account is accessed from an unrecognized computer. Once your browser is registered, our site will recognize your computer and skip these questions. There are three possible reasons you may be asked these questions every time you log in:

    1) Be sure to "register your browser with a cookie" when given the option during login. This will allow our system to recognize your browser and bypass the security questions.

    2) Make sure your browser is configured to accept cookies. In Internet Explorer, open any browser window and first select Tools > Internet Options. Click the "Privacy" tab then the "Advanced" button (not tab). Check the box next to "Override automatic cookie handling" then set "First-party Cookies" and "Third-party Cookies" to "Accept". Click OK to close the advanced menu then OK to close the Internet options window.

    3) If you perform maintenance on your computer that removes cookies, change browsers, or use a different computer you will need to register the browser.
  • How do I update my personal information (i.e. Address, Phone Number, etc.) online?"
  • Log in to your Online Banking at firstmerit.com you can select the Online Services tab, then "Change Account Information" and fill out the online form.
  • How do I change my email address?
  • You can change your email address by clicking on the “My Profile” button next to the “Log Off” button after logging in to your Online Banking. The first option on the page will request that you enter your email address then re-enter it. Click on “Submit” at the bottom of the page once this is complete. Using this method, your email address will be updated immediately. You may also call us at 888-554-4362 or visit your local FirstMerit branch.
  • Can I enroll in online banking for my FirstMerit business account?
  • Yes, you can enroll in online banking for your FirstMerit business account. However, the enrollment process is different from enrolling personal accounts for online banking. From the main page, click the “Business” tab toward the top of the page. On the light blue bar you will see the “Account Login” drop-down, a “Company” field, and a “User Name” field. To the right of these fields is a “Log In” button followed by an “Enroll” link. This link will take you to the URL https://www.firstmeritib.com/EnrollSB.aspx. Review the terms and conditions links then click the "enroll now" button. Fill out and submit the enrollment form to complete your enrollment application. Applications are processed within 5 business days.
  • Can I enroll for online banking as a Power of Attorney on an account?
  • Although we cannot provide internet access to accounts for a Power of Attorney, you may enroll using the account owner’s information. If you have Power of Attorney, your name should be listed as “POA” in the title of the account(s) in question. Provided that this relationship is documented on the official account title, we can verify your identity and consider you as equivalent to the account owner in regard to online banking service. This includes making changes to account access, unlocking account access, or providing information regarding the activity takes place through our online banking service.
  • What web browsers does FirstMerit support?
  • For the best view of FirstMerit's Web site, we recommend using an Internet browser version as outlined below. To use our online banking services, you must use a 128-bit encrypted browser. It will ensure the highest available security of any confidential or financial transactions you make over the Internet. The following browsers fit these criteria:

    • Microsoft Internet Explorer 8.0 and higher, with the exception of beta test versions
    • Mozilla Firefox 20.0 and higher, with the exception of beta test versions
    • Google Chrome 26.0 and higher, with the exception of beta test versions
  • What types of accounts can I use to enroll for Online Banking?
  • You may enroll for Online Banking using checking, savings, CD, IRA, mortgage, credit card, consumer loans, or lines of credit.
  • Why do I see a message in red prompting me to call Customer Service when I enter my username?
  • If you attempt to log in 3 times using an incorrect password or answer your security questions incorrectly your account will be locked out. You will also receive an email notifying you the account has been disabled. To reactivate your account, please call 888-554-4362.
  • What accounts can I view online?
  • You can view the following accounts in Online Banking:

    • Checking
    • Money Market
    • Savings
    • Line of Credit (LOC)
    • Residential Mortgage
    • Retail Consumer Loans (Indirect and Direct)
    • Certificate of Deposit (CD)
    • IRA (Bank account based IRAs)
    • Credit Card
    • Trust/Custodial Accounts

    Please note: Accounts with special designations, such as "Guardian for," "Executor of," "Estate of" or "Rep Payee for" may not be available for Online Banking. Also, if you have accounts under the same SSN, but with differences such as "John H. Doe" or "J. H. Doe" or "J. Henry Doe", they probably will not all be available online. Please call us at 1-888-554-4362 to find out about merging your accounts for online access, or visit your nearest FirstMerit branch.
  • Can I download information from Online Banking to Quicken/QuickBooks or Microsoft Money?
  • You can download information from Online Banking and import it to financial management software. From your account activity, select the format you would like from the drop-down at the top right of the activity pane. The options in this drop-down are:

    • CSV: a basic file format that can be imported to most financial and data analysis software. Good for use with programs such as MS Excel.
    • Money: downloads to OFX format, designed for use with MS Money
    • Quicken: downloads to QFX format, designed for use with Quicken

    Once you select the format, click the “Download” button and select a directory. You may then import the file into your financial management software. These downloads are available on checking accounts, savings accounts, and lines of credit.
  • I have a new account that does not show up online, what should I do?
  • You may request we add the account 3 ways:

    • After logging in to Online Banking, select the “Online Services” tab and then “Message to Bank” to send us a short message including the account number you would like us to add.
    • Call us at 888-554-4362
    • Visit your local FirstMerit branch
  • How secure is FirstMerit’s Online Banking?
  • Online Banking uses several different methods to protect your information:

    1. User Name and Password:

    Your User Name and Password give you access to your accounts. Your User Name is a unique code that identifies you when you use Online Banking. Your username must be at least 6 alphanumeric characters and should be easy for you to remember. You must also select a password of at least 6 alphanumeric characters with at least one number and at least one letter. This password will be verified each time you log in to Online Banking and can be changed online at any time.

    2. Technology:

    All information within Online Banking uses the SSL (Secure Socket Layer) protocol for transferring data. SSL is a crypto system that creates a secure environment for the information being transferred between your browser and FirstMerit.

    At a high level, SSL uses public key cryptography to secure transmissions over the Internet. In practice, your browser will send a message via SSL to the bank's server. The bank responds by sending a certificate that contains the bank's public key. Your browser authenticates the certificate (agrees that the server is in fact FirstMerit), then generates a random session key that is used to encrypt data traveling between your browser and the bank's server. This session key is encrypted using the bank's public key and sent back to the server. The bank decrypts this message using its private key, and then uses the session key for the remainder of the communication.

    1. Secure Socket Layer (SSL) protects data in three key ways:

    • Authentication ensures that you are communicating with the correct server. This prevents another computer from impersonating FirstMerit.
    • Encryption scrambles transferred data.
    • Data integrity verifies that the information sent by you to FirstMerit wasn't altered during the transfer. The system detects if data was added or deleted after you sent the message. If any tampering has occurred, the connection is dropped.

    2. Automatic Sign Off:

    If you do not take an action within fifteen minutes, you are automatically signed off of Online Banking to prevent passersby from using your account.

    3. Your Responsibility Here are the steps that you can take to ensure data privacy:

    • Do not share your User Name or Password with anyone.
    • Change your Password often (you can do this using the Change Password functionality of Online Banking).
    • A FirstMerit employee will never need to know your Password, and you should never furnish it to someone claiming that they represent FirstMerit.
    • Exit from Online Banking as soon as you finish viewing your accounts. Never walk away from your computer with your account information on the screen.
  • Why should I “clear my cache?”
  • Cache (pronounced “cash”) is the process your browser uses to store pages on your hard disk as you view them. This enables quick access to often-used pages. However, it may also cause older versions of pages to load from your cache rather than loading an updated version from our site. As such, it is important to periodically clear your cache memory in your browser. That way, if we've updated a page, the most up-to-date version will load on your PC after the cache is cleared. Use your browser Help option to find out how to clear your cache.
  • What services are available through Online Banking?
  • Just some of the services we provide are:
    • Check balances and view activity on your FirstMerit checking, savings, money market, mortgage, credit card, installment loan, line of credit, CD, and non-brokerage IRA accounts.
    • Transfer funds between your FirstMerit checking, savings, money market, and line of credit accounts.
    • Stop payment on lost or stolen checks.
    • Download your posted transaction information to financial management software such as Quicken® or Microsoft Money®.
    • Pay your bills
    • Reorder checks
    • Obtain a copy of a statement
    • Obtain a copy of a check
    • Inquire about a specific transaction
    • Change your personal contact information
    • Apply for a FirstMerit Home Equity line, loan, or credit card
    • Ask us a question
    • Send an email
  • How much activity is available through Online Banking?
  • Available activity is based on account type:
    • Checking & Money Market: Previous 18 months
    • Savings & Health Savings: Current and last statement cycle
    • Personal Loans, Credit Cards, and Lines of Credit: Previous 90 days
  • Why should I “register my browser with a cookie?”
  • Verifying your computer is an extra step to secure your Internet Banking session, in addition to your unique User ID and password. Together, these multiple verification steps strengthen your account security and make your privacy protection stronger.

    You may register up to 25 computers/browsers. Register all of the private computers you use to access your accounts, including laptop and desktop computers. To protect the security of your information, please avoid registering a public computer, such as ones at your library, Internet café, hotel or a computer that strangers have access to.

    Registration is one-time for each computer you use to sign on to Internet Banking. However, if you frequently clean out your browser cookies, you will be asked to register your browser again.
  • Bill Pay

  • Can I enroll for FirstMerit billpay with my Firstmerit installment loan or home equity loan?
  • You cannot enroll in FirstMerit's billpay service with your installment loan or home equity loan. Bill Pay can only be enrolled in using a FirstMerit checking account.
  • Can I send money to a checking account for deposit?
  • FirstMerit does not recommend trying to send money directly to a checking account, but rather send it to the person who owns the checking account. Send it to their home or business address and let them make the deposit.
  • Why can't I change the address for one of my payees?
  • Some payees have a relationship with our Bill Pay provider that allows us to be in constant communication with them. They have provided us with an address for payments to be sent to. If you believe we need to update or change the address please contact us at 1-888-554-4362.
  • Can I place a stop payment on a payment I made using my FirstMerit billpay service?
  • You can place a stop payment on a payment, if the payment was made via the paper check method and not an ACH payment method. To see how your payment was processed log into your online banking and click on the Bill Pay tab. Once in your Bill Pay click on the payment in question and the method of payment will be displayed. If the payment was processed as a paper check it will show a check number beginning with 99. If you wish to place a stop payment on that check please call 1-888-554-4362 to place the stop, a $33.00 stop payment fee will be applied. If the payment was processed as an ACH it will say ""electronic"" in the description. If the payment was processed using the ACH method FirstMerit cannot stop the payment because the money has already been allocated and sent to the payee. Please contact the payee for other arrangements for these forms of payments.
  • How do I delete a payee?
  • In the “Manage your bills” pane at the top of the page hover over the payee you want to delete. Click the “Options” link and select “Delete Biller” from the options that display. Finally, select ”Yes” on the next page. Please note that pending payments to the deleted biller will be canceled.
  • Are all the payments made electronically?
  • Payment method is determined by an agreement between the biller and our Bill Pay service provider. Not all payments are submitted electronically. Some payments require a paper check to be mailed to the payee. There is no cost regardless of the payment method used.
  • Can I request a payment that is being made by check be submitted electronically instead?
  • The payment method chosen for each of your payees is set up by the Bill Pay service provider and the payee. The payment method can only be changed by those two parties and cannot be changed by your request. Although we may request a change of payment method, neither FirstMerit nor our customers are able to directly change the payment method.
  • How do I sign up for Online Bill Pay?
  • You must be enrolled for Online Banking before you can enroll for Online Bill Pay. To enroll, log in to online Banking and click the “Bill Pay” tab. Toward the middle of the page, select the “enroll for Bill Pay now” link. Fill out the form on the next page, check the box at the bottom of the page after reading the FirstMerit Online Bill Pay Terms and Conditions, and click “Submit.” Your enrollment will be processed within 5 business days; you will receive an email once the process is complete.
  • Mobile & Text Banking

  • Is Mobile Banking secure?
  • FirstMerit's Mobile Banking offers the same security and encryption as our online banking service. This ensures that your Mobile Banking experience with FirstMerit will be safe and secure. Text messages are not secure, which is why FirstMerit will never send your name or account number through a text message.
  • What can I do with the FirstMerit Mobile App?
  • • View account balances
    • Review account history
    • Transfer funds between FirstMerit accounts
    • Pay bills
    • Deposit checks - a fee may apply per mobile deposit
    • Find a FirstMerit ATM/Branch
  • Can I use FirstMerit’s Mobile Banking App to manage my business accounts?
  • Yes. Business clients with business online banking are able to access their accounts through their Android™ or iPhone® devices.
  • Can I view my personal accounts and business accounts on my business mobile banking app?
  • Yes. Personal accounts can be added to a business login as long as the client information on the personal account matches the signer information for the business. Business accounts cannot be added to personal account logins.
  • Do I need to download the latest version of the FirstMerit Mobile Banking App to be able to access my accounts through my mobile device?
  • Yes. Downloading the newest version of our Mobile Banking App to ensure you are receiving the benefits of our continued development. However, older versions will still continue to function.
  • What if my mobile device is lost or stolen?
  • Quickly notify your service provider so your device can be disabled. You can also call FirstMerit's Customer Contact Center at 1-888-554-4362 to deactivate your mobile number.
  • How much does it cost to use Mobile Banking?
  • Our mobile banking apps are free and we do not charge for Text Banking; however, standard text message charges and data plan fees may apply. Consult your phone carrier for details.
  • What is Text Banking?
  • Text Banking lets you bank wherever and whenever using text messages. If you can text on your phone, you can receive text messages containing your balances, recent transactions, and more.
  • What can I do with Text Banking?
  • • View account balances
    • Review available account history
    • Find a FirstMerit ATM/Branch location
  • Can I use Text Banking on my phone?
  • All devices (including flip phones and smart phones) that allow text messaging can access FirstMerit Text Banking.
  • I have a prepaid plan. Can I still use Text Banking?
  • Yes. Our text banking works with most prepaid plans.
  • Do I need to enroll for FirstMerit Text Banking?
  • Yes. The process is very simple and takes less than five minutes. Follow these three easy steps:
    • Log in to FirstMerit Online Banking
    • Select "Mobile Banking" within the "Accounts" tab
    • Click the "Sign Up" button within the text banking section and follow the online prompts

    If you are not a FirstMerit Online Banking customer you can enroll today.
    If you only want to sign up for Text Banking and alerts: Call us at 1-888-554-4362 or visit a FirstMerit branch.
  • Why did I not receive my activation code when registering for Text Banking/alerts?
  • Depending on how your account was set up, some mobile phone service providers block this type of message. If this happens to you please call your mobile phone service provider and request that they stop blocking messages from the FirstMerit short code 89836 (FMTXT).
  • Can I enroll more than one mobile device to access FirstMerit Text Banking?
  • Each Online Banking user is allowed to register only one mobile device. (However, two people can access the same account information by establishing two distinct Online Banking usernames/passwords and enrolling for Text Banking individually.)
  • How do I use Text Banking?
  • It's simple, just follow these easy steps:
    • Begin a new text message
    • Enter the short code TXTFM (89836) in the "to" field
    • Enter your text banking command in the "message" field
    • For more information: download our text commands wallet card
  • What is a short code?
  • Short codes are special telephone numbers that can be used for text messages from mobile phones. They are designed to be easier to read and remember than normal telephone numbers.
  • Why can't I send my Text Banking commands to "TXTFM"?
  • Unfortunately, some devices have keyboards that are unable to convert letters into numbers. If you experience this with your phone text 89836. We also suggest you add FirstMerit as a "contact" on your phone (by adding 89836 as the phone number).
  • How long should it take to receive a text message?
  • Typically, responses arrive within a minute, but timing may vary.
  • Is Text Banking case-sensitive?
  • No. Commands can be sent as upper-case, lower-case or a mixture of both. For example, you can text "bal" or "BAL" and we'll respond.
  • Why do I sometimes receive multiple text messages?
  • Text messages are unique in that they can only hold 160 characters. Some commands require multiple messages to return all of the necessary information.
  • Which products allow you to retrieve balance and/or history information?
  • FirstMerit checking, savings, loans and lines of credit allow you to retrieve balance and history information. With other accounts, you will only be able to retrieve balance information.
  • Can business accounts that use Business Online Banking use text banking?
  • Yes. Text Banking is available for our Business Online Banking customers.
  • I texted a question to 89836, why didn't I get a response?
  • Text Banking can only respond to text banking commands. If you have a question, please email us or call 1-888-554-4362.
  • How do I unsubscribe from text banking?
  • To unsubscribe from Text Banking, send the message STOP to 89836. If you also have a FirstMerit Mobile Banking App on the same device, sending the message STOP will only unsubscribe you from Text Banking. Your FirstMerit Mobile Banking App will still be available.
  • What if I change my mobile number, device or carrier?
  • If you change your mobile number, device or carrier please follow these easy steps:
    • Log in to online banking and select "Mobile Banking" within the "Accounts" tab.
    • Click the "Manage Preferences" button
    • To change phone your number: select the "Change Phone Number" button and follow the online prompts
    • To change your device or carrier: select the "Remove Device" button and sign up your new device
  • What can I do with the FirstMerit Mobile Banking App?
  • • View account balances
    • Review account history
    • Transfer funds between FirstMerit accounts
    • Find a FirstMerit ATM/Branch
  • Do I have to be enrolled in FirstMerit Online Banking to use the FirstMerit Mobile Banking App?
  • No. If you only want to sign up for our Mobile Banking App: Call us at 1-888-554-4362 or visit a FirstMerit branch.
  • How do I install the FirstMerit Mobile Banking App?
  • You can install our app by visiting the Apple App Store or Android Market Place and selecting the FirstMerit Mobile Banking App. Terms and Conditions must be accepted before access to the app will be granted. To install the BlackBerry App you will need to log into online banking, select "Mobile Banking" within the "Accounts" tab, click the "Learn More" button under the Mobile Banking App section and follow the online prompts.
  • Which accounts are eligible to be accessed on the FirstMerit Mobile Banking App?
  • All accounts you currently view within FirstMerit Online Banking are viewable within the FirstMerit Mobile Banking App. Most accounts will show transaction history and select accounts will be available to transfer funds. Call 1-888-554-4362 to learn more.
  • Will activity done within the FirstMerit Mobile Banking App immediately affect account information in online banking?
  • Yes, activity conducted within the FirstMerit Mobile Banking App will affect other systems such as Online Banking.
  • Can I transfer funds between banks?
  • No, only transfers between FirstMerit accounts can be done at this time.
  • Why does the Android Mobile Banking App not rotate?
  • This functionality is not available at this time. However, it may be added in upcoming releases.
  • Why am I logged out of the Mobile Banking App when I select the contact FirstMerit button or a branch phone number?
  • This functionality was designed as a way to keep your account information secure.
  • My mobile banking app timed out. What should I do?
  • Whenever you are logged out, simply log back in to continue mobile banking. If there is no activity for three minutes we will always log you out as a security measure.
  • My password contains numbers and/or special symbols, how can I enter them using my BlackBerry?
  • When using a non-touch device, to enter numbers you simply press the ALT key and the corresponding number on your keypad. To enter symbols simply press the “Sym” key and scroll to the symbol character you want.
  • What are alerts?
  • Alerts are notifications you choose to set that will keep you informed of important events taking place within your accounts. For personal accounts you can choose to receive alerts via email and/or text messaging. For business accounts, you can receive email alerts.
  • Is there a fee to use alerts?
  • No. We do not charge for alerts. Your mobile service provider may charge for sending and receiving text messages on your mobile phone. Please check with your service provider for details on specific fees and charges that may apply.
  • What accounts are eligible for Alerts?
  • Eligible FirstMerit accounts include: Deposit accounts (checking, savings, money markets & HSAs), credit cards, lines of credit, installment loans and mortgages.
  • What types of Alerts are available?
  • You have the option to choose one or all of the following alerts:

    Deposit Account Alerts
    • Balance: receive an alert when your balance goes below or above an amount of your choosing
    • Transaction: receive an alert when a transaction is above or equal to your specified amount
    • Scheduled: receive your account balance and/or account history daily, weekly, twice a month or monthly

    Credit Card Alerts
    • Balance: receive an alert when your balance goes above an amount of your choosing
    • Transaction: receive an alert when a transaction is above or equal to your specified amount
    • Payment due date: receive an alert regarding an upcoming payment
    • Payment received: this alert lets you know when a payment was received

    Installment Loan Alerts
    • Payment due date: receive an alert regarding an upcoming payment including the amount due
    • Payment received: this alert lets you know when a payment was received

    Line of Credit Alerts
    • Balance: receive an alert when your balance goes above an amount of your choosing
    • Transaction: receive an alert when a transaction is above or equal to your specified amount
    • Payment due date: receive an alert regarding an upcoming payment including the amount due
    • Payment received: this alert lets you know when a payment was received

    Mortgage Alerts
    • Payment due date: receive an alert regarding an upcoming payment including the amount due
    • Payment received: this alert lets you know when a payment was received

    Security Alerts
    Receive an alert when one of the following occurs:
    • Your Online Banking password has changed
    • Your email address has been changed through Online Banking
    • Your Online Banking User ID has been locked out
    • A scheduled transfer or payment did not go through
    • Your Online Banking account has been logged in to
  • How current is the information I receive in my alerts?
  • A general timeframe for alerts are:

    Deposit Account Alerts
    • Balance alerts are sent every 15-30 minutes based on account balance changes
    • Transaction alerts are sent every 15-30 minutes based on your account transaction activity
    • Scheduled account balance and/or account history alerts will be sent either daily, weekly, twice a month or monthly based on your selection

    Credit Card Alerts
    • Sent once per day and based upon your previous day activity

    Lines of Credit Alerts
    • Sent once per day and based upon your previous day activity

    Mortgage Loan Alerts
    • Sent once per day and based upon your previous day activity

    Installment Loan Alerts
    • Sent once per day and based upon your previous day activity

    Security Alerts
    • Security alerts are sent as soon as the event happens

    Please Note: No text message account alerts will be sent from midnight to 6:00 AM. Also, you have the ability to set your own text message alert "quiet times".
  • Are alerts available seven days a week?
  • • Deposit and security alerts are available seven days a week (including holidays)
    • Loan, line of credit, mortgage and the credit card payment due date and payment received alerts are available seven days a week (including holidays)
    • Credit card alerts for balances and transactions are available six days a week (including holidays) - no alerts will be sent on Sunday
  • Can I receive my alerts via text messaging?
  • You can receive personal account alerts and personal security alerts via text messaging. Business account alerts and security alerts are only available via email.
  • What email address can I expect my alerts to come from?
  • All email alerts will be sent from: firstmeritbankalerts@firstmerit.com
  • What text address can I expect my alerts to come from?
  • All text alerts will be sent from: 89836 (TXTFM)
  • Why are some transaction alert amounts different from the actual amounts of the transactions?
  • The amount shown in the alert reflects the transaction amount sent by the merchant for approval or authorization. The final posted amount may vary. Some merchants, such as hotels and car rental agencies, may request an authorization for an estimated amount of the charges you may incur. Other merchants, like gas stations, may send a $1 authorization request to check that your card is open and active. In an effort to make your alerts timely and relevant we will alert on your approval or authorization amount and not the final posted amount. However, please note that the final posted amount will be reflected in your Online Banking available balance.
  • Why is the description of my purchase not included in my text alert?
  • For your security the description of the merchant is not included on text alerts. However, the merchant description will be included within email alerts.
  • Do FirstMerit Alerts include any account or personal information?
  • No. We will never send any identifying account information, and account numbers are masked for your protection. FirstMerit will never ask you to provide information through email or text.

    If you are asked to provide any personal or account information through email or text message and the requester appears to be from FirstMerit, please report it to identitytheft@firstmerit.com immediately or call 1-888-554-4362.
  • How do I register for FirstMerit Alerts?
  • To register via Online Banking:

    1. Sign in to Online Banking
    2. Select the "Alerts" link located within the Accounts tab
    3. Once you are on the Alerts page, follow the instructions to set the alerts you wish to receive

    If you are not a FirstMerit Online Banking customer you can enroll in text alerts by calling 1-888-554-4362 or visiting the nearest FirstMerit branch.
  • How do I transfer money from another account when the low balance alert is received?
  • The low balance alert text message will provide you with a unique transfer code and the nickname(s) of eligible funding accounts. You simply text: the Transfer code (TFR), the dollar amount you want to transfer and the nickname of the funding account. For example: TFR 100 SAV1 (please be sure to include spaces between the transfer code, the dollar amount and the account nickname).
  • I received my low balance alert - however, no eligible funding accounts were listed, why?
  • If you have only one account, there will not be any other funding accounts available therefore you will not have the option to transfer. Eligible funding accounts include: FirstMerit checking, savings, money market, health savings accounts and home equity lines of credit.
  • Do I have to make a transfer when I receive the low balance alert?
  • No. You do not have to transfer money when you receive the low balance alert - you simply have the option to transfer funds to your account from another eligible account if you choose to do so.
  • Is there a minimum transfer amount?
  • No, you can transfer as much or as little as your account balance allows.
  • How long do I have to initiate a transfer after receiving the low balance alert?
  • The low balance alert transfer code will expire after 3 hours.
  • Can I transfer money more than once from the same low balance alert?
  • No. The transfer code received in the low balance alert is only valid for a one-time transfer. (If you need to transfer more/less money, please log in to Online Banking/Mobile Banking to transfer additional money).
  • How often will I receive a low balance alert?
  • The low balance alert is sent once per day IF your account balance dips below your set dollar threshold. If your account receives multiple transactions that cause your balance to go above your set threshold and then fall below that threshold again, you will then receive another low balance alert.
  • Can I transfer money via a text message without receiving the low balance alert?
  • No. The transfer action requires an authorization code which is only generated with the low balance alert.
  • Can I receive a low balance alert with a transfer option via email?
  • No. At this time the transfer option is only available through a text message.