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.

 

Updating process for account activation
 

We have recently updated the account activation process, making it easier for members to access their super account.

With the change in process we are also updating the 'How to log-in' instructional video and expect to have an updated video tutorial shortly. 
 

  • Steps to activate your account
    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.

Frequently asked questions


Account activation FAQs

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  • How to activate your account for online access

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

    The steps for activating your account are below:
     

    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.

  • Where can I find my member number?

    Your member 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 call us on 1800 682 525,

  • 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?

    No, you cannot update your email address during the account activation process.

    However, once the process has completed you can update your email address by logging in and heading to the ‘Personal details’ section.

    If you don’t have access to the email address that’s linked to your account, please call us on 1800 682 525. We’ll be able to update it over the phone for you, and you can restart the account activation process.

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

    If there is no email address linked to your account, please call us on 1800 682 525 and we’ll be able to add it over the phone for you. You'll then be able to complete the activation process.

  • The account activation code has expired, what do I do?

    If the code has expired, you can request another activation code.

  • I’ve already activated my account but 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 ‘Forgot your password?’ link on the login screen.

    If your account has been locked, or you’re still experiencing issues please call us on 1800 682 525

  • 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 ‘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, you can request 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.

 

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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