Digital Banking Enhancement

Frequently Asked Questions on...

• What is the Digital Banking Enhancement, and why are you doing it?

  We’re making thoughtful enhancements to our banking technology to support improved uptime, faster service, even stronger security, and a more connected experience across online, mobile, and in person banking. This upgrade also helps us roll out helpful new features more quickly over time.

• What new features can I look forward to?

  You’ll notice several enhancements designed to make your online banking experience optimized for added ease and security. These include:

  • Even More Fraud Prevention Tools that are fully integrated within your online banking platform.

  • Simplified User Administration, including the ability to create custom user roles, which allows you to set individual user permissions that can also be quickly applied to multiple users across your organization.

  • Additional Two Factor Authentication (2FA) Options, giving you the flexibility to choose the security method that works best for your needs.

• Will the mobile app or online banking change?

  Yes. The all-new Mercantile mobile apps will reflect what you’ve been asking for, delivering a more intuitive and user-friendly experience. We’ll share sneak previews of the interface, step by step instructions, app download links, and any actions you need to take as we get closer to go live.

• Will my account, loan numbers, or routing number change?

  All account and loan numbers will stay the same. Mercantile Bank’s routing number will also remain 072413829. 

• Do I need to order new checks?

  Because account numbers are not changing, there is no need to reorder or replace checks.

• Will my username, passwords, and user access carry over?

  Yes, your existing login and user access (including business roles and permissions) will be preserved. Some customers may be prompted to reset their password and set up authentication again for security, but in that case, we’ll provide clear guidance ahead well of time.

• What about my ACH activity and templates (business customers)?

  We’re planning to carry over your existing ACH activity and templates. We’ll communicate any required checks or updates prior to go‑live, so you have time to review and confirm your settings.

• What should I expect during the enhancement?

  There will be a short transition period (over a weekend) when online and mobile banking will be in view‑only mode. You’ll be able to see your accounts but not make transfers. Your money will remain accessible using your debit and credit cards, ATMs/Live ATMs, and checks.

  • Planned timing for the enhancements is Q1 2027.

  • We’ll send reminders and more details as we get closer to these dates.

• Will my statements look different?

  Statements will have an updated design but all the information you need will still be there.

• Are fees changing because of this upgrade?

  No changes are anticipated to fee structures due to the Digital Banking System Enhancement.

• What support will be available if I need help?

  We’ll have expanded support via phone, chat, and in branch, plus how to guides, short videos, and live/recorded demos. We’re also offering training opportunities for business users ahead of go live. 

• What do I need to do right now?

  For now, no action is required. As we get closer to go live, we’ll send clear instructions such as downloading the new app or resetting a password, so your experience is smooth. To help us reach you, please make sure your email and mobile number are up to date in online banking.