Member support

Once you’ve activated your account, you can change your password at the login screen by clicking the ‘Forgot your password?’ link and entering your email address.

You’ll then need to verify your identity by entering a unique code, which you can choose to be sent to your email, or mobile phone.

The code will expire after 10 minutes. If it expires, please request to re-send another verification code.

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

You can access Member Online by logging in at mercersuper.com.au/login.

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

The steps for activating your account are:
 

1. Go to the ‘Log in’ page and click ‘Activate Now’. 
   
   
2. Enter your member number, date of birth and the email address linked to your account. 
   Your member number can be found on your welcome correspondence or annual statement. If you need help, please call us on 1800 682 525..
   
   
3. Create the password that you’ll use to log in. Ensure your password has at least 8 characters, 1 number, 1 special character, as well as at least one upper and one lower case letter.
   
   
4. We’ll then send an SMS with a unique verification code to the mobile phone number linked to your account. You’ll need to enter this code to verify that the mobile number is yours. If a mobile number isn’t linked to your account, you’ll be asked to enter your mobile number first. 
   
   
5. We’ll also send you an email with a unique verification code which you’ll need to enter to verify that the email address linked to your account is yours. 
    
6. Your account is now activated. From now on you can log in to your account using your email address and the password you picked.
   
   

If you need any help, including updating your mobile number or email address, please call us on 1800 682 525.

Call us on 1800 682 525, Monday to Friday 8 am – 7 pm (AEST/ AEDT). We will need to unlock your account manually for security reasons.

You can find your Unique Superannuation Identifier (USI) at the bottom of the Personal Details page within your Member Online account.

Log in to your Member Online account. You can see your balance on the home screen dashboard. 

Update your details on the Personal Details page within your Member Online account. If you need to update your name or date of birth, you will need to contact us on 1800 682 525 Monday to Friday 8am-7pm (AEST/AEDT).

Log in to Member Online and select Investments from the drop down menu  to see how your super is currently invested.  If you’re considering updating your investment options, we recommend you seek financial advice first before taking action.

You can make an after-tax contribution to your super using BPAY®. 

You can find your BPAY® details on the Personal Details page within your Member Online account, under BPAY: Telephone and internet banking.  BPAY details were also included in your Welcome Letter. If you need assistance, please call the helpline on 1800 682 525 Monday to Friday, 8am-7pm (AEST/AEDT).

You need to post it to us at: Mercer Super Trust, GPO BOX 4303, Melbourne, VIC 3001 – we cannot accept it via email.

You need to post it to us at: Mercer Super Trust, GPO BOX 4303, Melbourne, VIC 3001 – we cannot accept it via email.

You can change your investment options in your super account in one of three ways:

1. By logging into your account via our Member Online portal.
2. Using our downloadable form here. 
   
3. Over the phone with our Helpline team.

In the context of super, a switch refers to the process of changing your investment options. When you switch your investment options, we sell units in one investment option and use the proceeds to purchase units in another investment option that you have specified. 

When switching, it’s important to let us know whether the change will apply to:

• Your current Mercer Super account balance 
• Your investment strategy for future contributions, or
• Both of the above

It’s important that you carefully consider your investment options before making any switches to ensure they’re suitable for your specific needs, financial goals and risk tolerance. 

You can find the compliance letter in our Choice of Fund forms. The letter contains important information, such as ABN and USI numbers, and other details you'll require. The online form is available here .

You can access information about fees you have paid on your Annual Statement and within your Member Online account.

Members can submit their Tax File Numbers (TFN) as part of the sign up process when creating a Member Online account. Alternatively, you can provide your TFN by calling our Helpline team, or via your Member Online account.

In general, your super can’t be accessed until retirement age, except in certain situations where you may be eligible to access your super early, or satisfy a condition of release, such as: 

• Financial hardship
  
• Compassionate grounds
• Departing Australia superannuation payment (DASP) 
• Permanent incapacity
• First Home Super Saver Scheme
• Withdrawal of unrestricted non-preserved funds

The Australian Taxation Office provides detailed information about the circumstances under which you may be able to access your super early on its website. 

You can find more information and the forms to apply on our claiming financial hardship. 

If you need to access your super due to severe financial hardship, we're here to help. You can find more information and the forms on our webpage on information about financial hardship.

If you're unsure of the eligibility criteria, more information is available on our webpage for accessing your super early. If you need assistance or further information, please call us on 1800 682 525, Monday to Friday, 8am - 7pm (AEST/AEDT).

Complete a Binding beneficiary nomination form and post it to Mercer Super Trust, GPO BOX 4303, Melbourne, VIC 3001. Please note, we cannot accept emailed forms. Depending on whether you hold a super or pension account you will need to complete either the super or pension beneficiary nomination form.  The form also outlines certain requirements you need to meet for your nomination to be legally binding. A binding beneficiary nomination remains valid for three years. Mercer Super also offers non-lapsing binding nominations.

Log in to your Member Online account and nominate or update a non-binding beneficiary on the Beneficiary page.

You need to post it to us at: Mercer Super Trust, GPO BOX 4303, Melbourne, VIC 3001 – we cannot accept it via email.

You can start the claims process by visiting our dedicated claims page. Here, you will find information outlining the necessary steps to follow, frequently asked questions, and helpful guidance to assist you throughout the claims process.

Complete a Reversionary Beneficiary Nomination Form and post it to: 
Mercer Super Trust 
GPO BOX 4303 
Melbourne, VIC 3001 
 
Please note, we cannot accept emailed forms.  

The form outlines the terms on which a reversionary nomination may be made and lists the circumstances at the time of death under which a nomination may become invalid.

Making or updating a reversionary beneficiary nomination may affect Centrelink entitlements and may have tax implications.  We recommend you speak to a financial adviser or Centrelink prior to choosing this option.

We value your feedback and we're here to help. 

If you have a problem or need to make a complaint, we have procedures in place to help put things right. 

Please visit our dedicated Make a Complaint page for more information and options.