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Frequently Asked Questions about the Merrimack24 Mobile Banking App

General FAQ | Transfers and Bill Pay | Mobile Deposit

General FAQ

  1. What is The Merrimack24 Mobile Banking App? The Merrimack24 Mobile Banking App is a service that enables you to access account information, transfer funds, pay bills and deposit checks remotely from your Apple® or Android™ mobile phone or tablet.
  2. How does The Merrimack24 Mobile Banking App work? First you must download our mobile app from iTunes® for Apple devices, or from Google Play for Android devices. You can do this either from your mobile device or computer. If you do access our app from your computer, the app will install on the mobile device the next time it is plugged into the computer.
    Once you download the app, log in with the same user ID and password that you use for online banking. No separate or different registration is required. Once logged in, you can:
    • View your accounts – view account balances and account history.
    • Transfer money – more than one account in online banking is needed for this functionality to be available on mobile banking.
    • Pay bills – register for the bill payment feature first and set-up your payees/billers on a computer before paying bills through mobile banking.
    • Deposit checks – deposit checks from the convenience of your Apple or Android mobile phone or tablet. Once the check is captured, the image is uploaded by the app and transmitted to the bank for processing.
    • Find an ATM/branch – use the app to locate an ATM or branch
    • Contact us – contact us quickly and easily directly from your app.
  3. Is the Merrimack24 Mobile Banking App currently available to all users? The Merrimack24 Mobile Banking App is currently available to all online banking users who own an iPhone®, iPod® touch, iPad® or Android device with access to WIFI or 3G/EDGE networks.
  4. Is it safe to bank using the Merrimack24 Mobile Banking App? Yes. To protect your privacy, you are required to authenticate yourself by entering your customer number and password during login on each individual mobile device and the mobile banking server is encrypted. In addition, your password and account information are never stored on the mobile device.
  5. How many transactions can I see on my mobile device at a time? When you select an account name on the Deposit Accounts screen, the last 30 days of transactions will be displayed. Scroll down to see all of your transactions. Select the More Transactions button to view additional transactions.
  6. Will I need to accept new terms and conditions for phones and tablets? No. Once you accept the terms and conditions for a phone, you do not have to accept the terms and conditions for a tablet.
  7. How do I log out of the app? When you are ready to log out, select the Log Out button at the top right of the page and you will exit the Merrimack24 Mobile Banking App. This will return you to the Login screen.
  8. Is a password needed? Yes. From your mobile device, you will need to log in to the Merrimack24 Mobile Banking App just as you would for online banking, using the same login information. No separate mobile app sign-up is required.
  9. I have disconnected my mobile device. Will my service continue to work? For the Merrimack24 Mobile Banking App to work, you must have a mobile device with access to WIFI or 3G/EDGE networks.
  10. Is help available through my mobile device? Click the Contact tab to find our support phone number, 800-541-0006, and call during business hours (Mon. – Fri., 8:00 A.M. to 5:00 P.M.) or find our email link. For help regarding your mobile device and/or wireless Internet connectivity, contact your wireless provider.
  11. What does the ‘Remember’ checkbox do? Selecting the Remember checkbox gives the application permission to save your Username so that you do not have to enter it each time you attempt to log in. This information is masked and stored securely to keep your information safe.
  12. My session timed out pretty quickly, can I change the timeout value? Ten minutes is the only timeout option. For your security and protection, when there has been no account activity for ten minutes, the session times out and the Merrimack24 Mobile Banking App login page displays with a Session Expired message.

Transfers and Bill Pay

  1. What different kinds of funds transfers are available? To do a funds transfer, you must have more than one account in online banking. On the Transfers tab, you can enter an immediate transfer between your accounts. However, you cannot see scheduled transfers on your device, nor can you change or remove a scheduled transfer in this way.
  2. Why can’t I access the Bills tab? The Bills tab is only enabled for users who have signed up for bill payment feature within online banking on a personal computer and have set up one or more payees (people or companies you want to pay). When you are ready to make payments on your phone, select the Bills tab to view scheduled payments and make a new payment.
  3. Can I register for the bill payment feature on my phone? Not at this time. Simply access online banking using a personal computer, click the Bill Pay button and enroll there. You may have automatically registered for the bill payment feature when you signed up for online banking. If so, all you need to do is set up one or more payees (people or companies you want to pay) to get started.
  4. How do I make a payment using my phone? First, select Make a New Payment from the Bills tab. Next, select a payee name from the list; enter the amount of the payment and the date to send/deliver the payment. Select the Schedule Payment button. A confirmation message is then displayed. Select OK to continue.
  5. Can I see pending payments? Yes, just select the Bills tab to see a list of pending payments.
  6. Can I remove a pending payment? Yes, you can remove a pending payment but you cannot change it. To remove a pending payment, go to the Bills tab, select the payment you want to remove and select the Cancel Payment button. Then confirm that you want to cancel the payment.
  7. Can I see completed payments on my mobile device? Yes. From the payee list, you can see the last payment associated with each payee.

Mobile Deposit

  1. How do I begin using Mobile Deposit? Be sure you have the latest version of the Merrimack24 Mobile Banking App.

    The first time you select the Deposit Check feature, you will be prompted to view and accept the Merrimack County Savings Bank Mobile Deposit Agreement.

    First-time customers of the Bank looking to use Mobile Deposit must remain a customer with Merrimack County Savings Bank for a minimum of 30 days and demonstrate financial responsibility with all Merrimack accounts.

    Once your application to begin using the app has been accepted, you will receive an email confirming your application status. If accepted, you will see the Deposit Check icon on the main screen.

  2. How do I deposit a check?
    1. To deposit a check, tap the Deposit Check option on the main menu.
    2. On the Deposit screen, select the account to deposit into and enter the amount of the check.
    3. Take a photo of the front and back of the check, using the app’s camera button. The camera on the mobile device will open. Click on the camera button to capture the check image.
    4. If any problems are found with the image, you will be asked to retake the picture.
    5. Once the picture has been taken and appears on the screen, review the image. Click on Keep Picture to proceed or Retake Picture to retake the picture.
    6. After the front of the check has been captured, you will be prompted to photograph the back of the check. Make sure you endorse the check and the words “for mobile deposit” are hand-printed under your signature. Once finished, you will be prompted to either Keep Picture or Retake Picture. Once satisfied, click Keep Picture.
    7. Once Keep Picture is tapped, a summary of the deposit appears on the screen. Click Deposit to process the transaction.
    8. A Success! message appears on the screen after Deposit is clicked.
  3. How do I view my check deposit history in Mobile Deposit? You are able to view up to 180 days of your mobile deposit history on the History screen of your mobile phone. You can view information about pending, cleared and rejected deposits by clicking directly on any of the deposits. History is not yet available on tablet devices.
  4. What type of accounts can accept Mobile Deposit? Mobile Deposit is available to most MVSB customers with the following types of accounts: Checking, Savings, Money Market or Health Savings. This service is not available to business customers that use advanced Cash Management online banking.
  5. How do I know that my check has been deposited with Mobile Deposit? Once you have followed the process to deposit a check, you will receive a confirmation message on your mobile device screen informing you that the deposit has been submitted.
  6. How long should I hold onto the check after depositing it? We recommend that you hold onto the check for a minimum of 30 days from the date of image transmission. Following this retention period, you must destroy the check by first marking it “VOID” and then destroying it by cross-cut shredding or otherwise rendering it incapable of further transmission, deposit or presentation.
  7. How should the check be endorsed? Sign the back of the check. It is recommended that you also write “For Mobile Deposit Only” on the back of the check before depositing.
  8. When will the funds be available for Mobile Deposit? Deposits received before 3:30 P.M. are made available for use on the next business day.
  9. What are the reasons a mobile deposit is rejected? There are a few possible reasons why a deposit is rejected. The deposited amount could be over the daily limit, the check could have been deposited previously, or there could be an issue with the check. Unfortunately, we cannot guarantee that all checks will be accepted. If you are unable to successfully deposit a check using the Mobile Deposit feature, please bring the check to one of our branches to be deposited.
  10. Can checks with especially light or dark inks or patterns and designs be difficult to deposit? Yes. Make sure your camera lens is clean and that the check is placed in a well-lit area. We suggest that the check is filled out using navy blue or black ink.
  11. What are the daily and monthly limits for Mobile Deposit?
    • Daily amount limit $2,500
    • Rolling 30-day amount limit $10,000
  12. What types of checks are not eligible for Mobile Deposit?
    • Third party checks
    • Altered or fraudulent checks
    • Checks stamped with a “non-negotiable” watermark
    • Checks marked “without recourse”
    • Substitute checks
    • Foreign checks
    • Checks that are created remotely, as defined in Reg. CC.
    • Checks dated more than 6 months prior to or 6 months after the date of deposit
    • Checks payable on sight or payable through drafts, as defined in Reg. CC.
    • Checks with any endorsement on the back other than that specified in the agreement
    • Duplicate checks
    • Checks or items that are drawn or otherwise issued by U.S. federal agencies
    • Money orders, savings bonds or traveler’s checks
    • Insurance checks
  13. What happens if I enter the wrong check amount when making a deposit? The item will either be immediately rejected or it may be adjusted to the correct amount when it is processed.
  14. Is there a fee for Mobile Deposit? No. There is no service charge or per item fee at this time.
  15. How many days worth of mobile deposit history can be viewed? You can view up to 180 days of mobile deposit history on your History Screen.
  16. Why can’t I see an image of my deposited check on the history page? There is no option for you to pull up the image of a deposited check on the history page. We recommend that you retain the check for a minimum of 30 days from the date of image transmission.
  17. How can I be sure the check is not being manipulated after the image capture? The image capture by the Merrimack24 Mobile Banking App is immediately sent out for processing and is not stored on the device itself. That way, no manipulation can occur.


Mobile Banking