We’ve made it easier to log in to your account

Our online log in process has changed, to make it easier for you to access your super online. Once you’ve activated your online account (all members will need to do this, even if you’d already registered prior) you’ll only need your email address and password to log in going forward.

We’ve also introduced multifactor authentication, which combines your email address and password with an additional security factor – a temporary numeric code sent to you, via email, SMS or call.

These changes will ensure your personal information is secure. 

 

  • You’ll need to activate your online account before you can log in. Simply go to mercersuper.com/login and click the ‘Activate’ link.

    You’ll be prompted to:

    1.       Enter your employer/plan number and member number. These were provided in the welcome email/letter we sent when you joined, and can also be found on your annual statement.

    2.       Enter your PIN. This was sent to you separately via post after you joined. If you don’t remember or can’t find your PIN, click the ‘I don’t have a PIN’ link and you’ll be asked to confirm your date of birth.

    3.       You’ll then receive a verification email with a link to set up your new password.

    Once you’ve activated your account, you can log in using your email address and the password you created during activation. 

  • Your member number and employer/plan number can be found on your welcome email or letter, which was sent when you joined. They can also be found on your annual statement.

    If you can’t find this information, call us on 1800 682 525 Monday to Friday 8 am to 7 pm (AEST/ AEDT). If you’re calling from outside Australia, call +61 3 8306 0900. 

  • When you’re asked to enter your PIN, simply click the ‘I don’t have a PIN’ link. You’ll then be asked to confirm your date of birth, and can progress through the activation process this way.
  • Yes, you can update this during the activation process.

    Click the ‘update my email address’ link when the incorrect email address is shown. You’ll then be able to enter (and re-enter) your correct email address. 

    We’ll send a verification email to your new email address in order for you to complete activation.

  • If we don’t have your email address, 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. You’ll then be asked to enter (and confirm) your correct email address. 

    We’ll send a verification email to your email address in order for you to complete activation.

  • If you’re able to / you’ve already activated your account, you can update your mobile number via the ‘Personal Details’ section when logged in. 

    If your mobile number is incorrect and you’re unable to activate, please give us a call on 1800 682 525 Monday to Friday 8 am to 7 pm (AEST/ AEDT). If you’re calling from outside Australia, call +61 3 8306 0900. 

  • We’ve made changes to our log in process, making it safer and simpler for. You used to login using your member number, employee/plan number and PIN. Now, after activation, you can log in using just your email address and password.
  • If you’ve already activated your online account you can continue to log in as usual at mercersuper.com/login using your email address and password. If needed, you can update your email address once you’ve logged in, on the ‘Personal Details’ page.

    If you haven’t activated your online account, simply follow these steps:

    1. Go to mercersuper.com/login and select ‘Activate’. 
    2. Enter your Employer/Plan number and Member number:
    3. Enter your PIN. If you don’t remember or can’t find your PIN, click ‘I don’t have my PIN’. This will prompt you to enter your Date of Birth.
    4. You’ll then progress through to activate your online account.

     

    You only need to activate once – moving forward you can log in using your email address and password.

  • If you're experiencing problems logging in, here are a few things to check.

    • Check you aren’t trying to activate your account again. You only need to activate once, after that you should only be entering your email address and password at the bottom of the screen.
    • Have you entered the correct email address? This needs to be the email address you used when you activated your online account.
    • Have you entered the correct password? If you’ve forgotten your password, you can reset it via the ‘I forgot my password’ link.
    • If your account has been locked, please give us a call.
    • If your multifactor authentication code has expired, you need to request a new code.

    If you’re still experiencing issues, please call us on call on 1800 682 525 Monday to Friday 8 am to 7 pm (AEST/ AEDT). If you’re calling from outside Australia, call +61 3 8306 0900.

  • Yes. Once you’ve activated your account, you can change your password during login by clicking the “I forgot my password’ link. You’ll then receive a verification email which will prompt you to reset your password. 

    You can also change your password any time by going to the “Change Password’ section when you’re logged in

  • The verification email may take a couple of minutes to arrive, so please check your inbox again in 5 minutes. Make sure to check your spam/junk folder as well. Still can’t see it? Give us a call on 1800 682 525 Monday to Friday 8 am to 7 pm (AEST/ AEDT). If you’re calling from outside Australia, call +61 3 8306 0900. 
  • The email link will expire 24 hours after we send it to you. If yours has expired, please go to mercersuper.com/login, click ‘Activate’ and start the activation process again. 
  • If your online account is locked, please give us a call on 1800 682 525 Monday to Friday 8 am to 7 pm (AEST/ AEDT) and we’ll help you unlock it. If you’re calling from outside Australia, call +61 3 8306 0900. 
  • As the date of birth we’ve got for you is incorrect, you’ll need to call us on 1800 682 525 Monday to Friday 8 am to 7 pm (AEST/ AEDT). If you’re calling from outside Australia, call +61 3 8306 0900. 
  • Do you share an email address with another member or your partner? If so, they may have already registered with your shared address, so you’ll need to activate your account using a separate email address.

    Have you already activated your account? You don’t need to register again, just log in at mercersuper.com/login using your email address and password. 

  • If you share an email address with your partner, you’ll no longer be able to register two separate accounts under the one email. One of you will need to activate your account using a separate email address. 
  • Simply click the “I forgot my password’ link, and we’ll send you an email with instructions on how to reset your password. Remember to use the same email address that’s registered to your account. 
  • By introducing multifactor authentication, we can ensure we’re protecting our member’s information.

    With multifactor authentication, a stolen password isn't enough for an unauthorised person to gain access to your sensitive data or our critical technology systems. 

  • Multifactor authentication combines your username and password with an additional security factor — a temporary numeric code sent to you — to confirm your identity and keep your information secure. You may already use this if you access banking or social media websites.

    With multifactor authentication, a stolen password isn't enough for an unauthorised person to gain access to your sensitive data or our critical technology systems.

  • No, this wont be possible. As our systems have been updated, you’ll need to go through the activation process and create a new password. This is to ensure we are keeping your information as safe as possible.  
  • It only takes a few minutes to go through the activation process.  
  • Yes, once you’ve logged in, you can update your email address via your “Personal Details’ page. 

Mobile app

  • It depends on what you do first.

    If you’ve already activated your account, you don’t need to do activate again when using the App. Just log in using your email address and the password you created during activation.

    If you haven’t activated your online account before opening the Mercer Super app, you’ll be required to activate before you can access your account.

    Just follow these steps:

    1. Click ‘Activate’
    2. Enter your employer/plan number and member number. These were provided in the welcome email/letter we sent when you joined.
    3. Enter your PIN. This was sent to you separately If you don’t remember or can’t find your PIN, click the ‘I don’t have a PIN’ link and you will be asked to confirm your date of birth.
    4. You’ll then receive a verification email with a link to set up your new password.

    Once you’ve activated your account, you can log in using your email address and the password you created during activation.

    When logging in to the App for the first time after activating, you will be prompted to set up a new 4-digit PIN. This can be the same 4-digit PIN you are already using. 

  • Make sure you have the most recent version installed on your mobile devise. If not, update your app via Google Play store (Android) or the Australian Apple iTunes App store (iOS) before trying to log in again.

    If you’re still having problems, please give us a call on 1800 682 525 Monday to Friday 8 am to 7 pm (AEST/ AEDT). If you’re calling from outside Australia, call +61 3 8306 0900. 

  • Yes, if you want to continue using your existing 4-digit PIN you can.

    When logging in to the App for the first time after activating, you’ll be prompted to set up a 4-digit PIN. This can be the same 4-digit PIN you are already using. 

  • Yes, when logging in to the App for the first time after activating, you’ll be prompted to set up a 4-digit PIN. Once you choose a 4-digit PIN, you’ll be prompted to set up Face ID. 
Contact Mercer Super AU for all of your superannuation and financial planning queries.

Mercer Super Trust: 1800 682 525, +61 3 8306 0900
Pension: 1800 671 369, +61 3 8306 0906

8am - 7pm (AEST/AEDT), Monday - Friday




Mercer Super Australia has offices in Melbourne, Glen Waverley, Sydney, Paramatta, Canberra, Brisbane, Adelaide and Perth.


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