Member Online – your super, your way

Manage your super or pension account anytime, anywhere with Member Online.

 

Accessing and managing your super or pension account couldn’t be simpler with Member Online, our secure online portal. You can access Member Online anytime, anywhere either via your web browser (such as Google Chrome, Safari, Firefox or Microsoft Edge) or via our app, available on the App Store and Google Play.

 


 

Unlock your super’s potential with Member Online

 

Keep up to date with your account

Check your account balance, account activity, and download account statements.

 

 

 

Obtain financial advice

Access several types of financial advice and calculators, including self-service e-Advice, over-the-phone financial advice and ageing care support – all at no additional cost.

Update your details

Keep your details up-to-date, from your basic contact information, all the way through to your beneficiaries. 

Review your investments

Find out how your super or pension is currently invested, how it’s performing and update your investment options.

 

Check your insurance

Find out more about any insurance you have with your super account, including premiums, cover amount and how to make changes.

 

Find other super accounts

Having more than one super account may mean you’re paying multiple sets of fees. Find any other super you may have and consider consolidating it.1

First time access – activate your account

 

Before logging into Member Online for the first time you’ll need to activate your account.

The steps for activating your account are included in the video, as well as below.

  • Steps to activate your account

    1. Go to the account activation page.

    2. Enter either your employer or plan number, as well as your member number. You can find this information in your welcome letter or email. If you’re not able to find this information, please contact us.

    3. Enter your PIN if you know what it is. If you can’t remember your PIN, or you don’t have one, simply click ‘I don’t have my PIN.

    4. Click on the ‘Date of birth’ box, and using the calendar, enter your date of birth.

    5. Review the email address, and if necessary, update it. If the email address is correct, just click ‘Next’
      Note: If your employer set up your account, they may have used your work email address. You may want to update this to your personal email address to avoid any issues if you change jobs.

    6. We’ll then send you an email with a link to set your password. Follow the link and create password. Ensure your password has at least 8 characters, 1 number and 1 special character.

    7. Your account is now activated. Log in to your account using your email address and the password you picked.
       

Frequently asked questions


Account activation FAQs

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  • How do I activate my online account?

    Before logging into Member Online for the first time you’ll need to activate your account.

    The steps for activating your account are included in the video above, as well as below:

    1. Go to the account activation page.
    2. Enter either your employer or plan number, as well as your member number. You can find this information in your welcome letter or email. If you’re not able to find this information, please contact us.
    3. Enter your PIN if you know what it is. If you can’t remember your PIN, or you don’t have one, simply click ‘I don’t have my PIN.’
    4. Click on the ‘Date of birth’ box, and using the calendar, enter your date of birth.
    5. Review the email address, and if necessary, update it. If the email address is correct, just click ‘Next’
    6. We’ll then send you an email with a link to set your password. Follow the link and create password. Ensure your password has at least 8 characters, 1 number and 1 special character.
    7. Your account is now activated. Log in to your account using your email address and the password you picked.

     

  • Where can I find my member number or employer/plan number?

    Your member number and employer/plan number can be found on your welcome letter or email, which was sent when you joined Mercer Super. If you can’t find this information please contact us.

  • I can’t remember/don’t have a PIN?

    If you can’t remember your PIN or don’t have one, simply click ‘I don’t have my PIN’ and you’ll be directed to enter your date of birth instead.

  • Why does the system say my date of birth is incorrect?

    If the system says your date of birth is incorrect, please try clicking the box and using the calendar to input your date of birth rather than typing it in manually. If this still doesn’t work it’s likely we have the wrong date of birth on file for you. Please contact us so we can correct it for you. Once this has been fixed, you’ll be able to complete the account activation process.

  • Why do I get an error saying my email is already in use?

    Our system currently only allows for an email address to be registered to a single account. It’s likely that your email address has been used to activate another account. This can occur for example, when partners share an email address and both are Mercer Super members.

    You will need to use another email address to activate your account.

  • Can I update my email address during the activation process?

    Yes, you can update your email address during the account activation process.

    Click the ‘update my email address’ link when the incorrect email address is shown. A verification code will be sent to the mobile number we hold on file, which you will need to enter to continue. Once you’ve input the verification code you’ll then be able to enter your correct email address.  We’ll then send a verification email to your new email address and you’ll be to complete the account activation process.

  • What if I haven’t provided you with an email address?

    If we don’t have your email address on file, you can update this during the activation process.

    Click the ‘update my email address’ link when you are notified that we don’t have an email address on file. A verification code will be sent to the mobile number we hold on file, which you’ll need to enter to continue. Once you’ve input the verification code you’ll then be able to enter your email address. We’ll then send a verification email to your email address and you’ll be able to complete the account activation process.

  • I haven’t received the activation email, what do I do?

    It can typically take a few minutes for the email to arrive in your inbox. If you’ve still not received it after a few minutes, please check your spam/junk folder.

    Additionally, if you’re using a corporate email address (i.e. the email address provided to you by your employer) you may need to add our email address (noreply@e.mercersuper.com.au) to your safe senders list.

  • The activation link in the email has expired, what do I do?

    The email link will expire 24 hours after we send it to you. If it has expired, please go to the ‘Activate your online account’ page and start the activation process again.

 

General FAQs

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  • Where do I log in to Member Online?

    You can log in to Member Online at mercersuper.com.au/login.

  • I’ve already activated my account, but I can’t log in?

    If you're experiencing problems logging in, there could be a few reasons.

    • Check you aren’t trying to activate your account again. You only need to activate once, after that you log in using your email address and the password you chose.
    • Check the email address you’re entering is the one you used when you activated your account.
    • Double-check the password you’re entering is correct If you’ve forgotten your password, you can reset it via the ‘I forgot my password’ link on the login screen.

    If your account has been locked, or you’re still experiencing issues please contact us.

  • My access to Member Online has been locked, what do I do?

    If your access to Member Online has been locked, please contact us.

  • I’ve forgotten my password/how can I change my password?

    Once you’ve activated your account, you can change your password at the login screen by clicking the ‘I forgot my password’ link. You will then receive a password reset email, allowing you to reset your password.

    The password reset email link will expire after 15 minutes. If yours has expired, please click the ‘I forgot my password’ link again. You will then receive another password reset email, allowing you to reset your password.

    You can also change your password any time when you are logged in to Member Online by going to the ‘Change Password’ section.


Mercer Super mobile app


You can also access and view Member Online from our Mercer Super mobile app.

Simply download our app for free on the App Store or Google Play.

 

 

Need more help? We’ve got you covered.

Have questions about Mercer Super or need more information about becoming a member? We’d love to hear from you.

If you’re an incoming BT Super member, employer or adviser, you can also visit the BT Super support page for Frequently Asked Questions. Additionally, to assist employers contributing on behalf of their employees, please visit: How to send employer contributions.

Member Online Support

Member Online support

Log in to your account for more information or to submit an online enquiry.

Contact Our Helpline

Contact our Helpline

Speak with one of our consultants on 1800 682 525, Monday to Friday 8am-7pm (AEST/ AEDT).


Disclaimer:

1. Combining your super can be a significant financial decision. If you decide to combine all or part of your other super account(s), carefully consider how this may have an impact on your existing insurance, contribution and tax arrangements, fees or charges, or any other benefits you may lose. If you intend to claim a tax deduction on your personal contributions, you will need to provide your existing fund with a notice of intent to claim and receive confirmation it's been processed before combining your super. We recommend you seek financial advice before deciding whether to combine your super accounts.

Issued by Mercer Superannuation (Australia) Limited ABN 79 004 717 533, Australian Financial Services Licence #235906, the trustee of the Mercer Super Trust ABN 19 905 422 981 (‘Mercer Super’). ‘MERCER’ and SmartPath are an Australian registered trademark of Mercer ABN 32 005 315 917. Copyright 2023 Mercer Superannuation (Australia) Limited. All rights reserved. Please consider the Product Disclosure Statement, Product Guide, Insurance Guide, and Financial Services Guide before making a decision about the product. Target Market Determinations for our products can be found at mercersuper.com.au/TMD. If you are unsure of what action to take, seek professional advice from a licensed, or appropriately authorised financial adviser. Any advice contained in this document is of a general nature only, and does not take into account the objectives, financial situation or personal needs of any particular individual. Prior to acting on any information contained in this document, you need to consider the appropriateness of the advice taking into account your own objectives, financial situation and needs. The material contained in this document is based on information received in good faith from sources within the market and on our understanding of legislation and government press releases at the date of publication which we believe to be reliable and accurate. Neither Mercer nor any of its related parties accepts any responsibility for any inaccuracy. Past performance is not a reliable indicator of future performance.

Full terms and conditions are available on the Mercer Super app. The Mercer Super app is free to download, however your mobile network provider may charge you for accessing data on your phone. 

The Mercer Super app is available on Android operating system 5.1+ and iOS operating system 13.0+.

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