Mercury

## What customer service options does Mercury provide for business banking clients?

## Overview Mercury provides customer service for its business banking clients through an entirely digital, online-first support model, as it does not operate any physical branch locations. Support is primarily delivered through digital channels integrated directly into the Mercury dashboard and mobile application. ## Key Features The main method for logged-in users to receive assistance is the 'Message Support' feature, which functions as an in-app messaging system. Mercury's stated goal is to respond to these messages within five minutes during its business hours of 6:00 AM to 5:00 PM Pacific Time, Monday through Friday. For less urgent inquiries or issues that require attachments, users can 'Submit a request,' which operates like an email support ticket system, with responses generally expected within one business day. For prospective customers or those without account access, inquiries can be directed to the help@mercury.com email address. This digital-only approach means there is no public-facing phone number for general support, and there are no options for in-person service. ## Technical Specifications The underlying banking services for Mercury accounts are provided by partner banks, including Choice Financial Group, Column N.A., and Evolve Bank & Trust, all of which are FDIC members. Customer deposits are held within a sweep network of these and other partner banks, which allows Mercury to offer an extended FDIC insurance coverage of up to $5 million per depositor. This is achieved by distributing a client's funds across multiple participating institutions, with each portion insured up to the standard $250,000 limit. ## How It Works While Mercury manages the client-facing relationship and support, complex issues may require coordination with these partner banks, which can sometimes extend resolution times. Independent user feedback gathered from public forums and review sites indicates that actual support response times can differ from the company's stated goals. While some users report prompt and effective service, others have experienced delays, with responses taking 24 hours or longer, particularly for complex cases. ## Use Cases The support model is designed to cater to the needs of technology-focused startups and online businesses that are comfortable with digital communication. The platform includes a range of self-service tools that allow users to manage many aspects of their accounts independently, such as viewing detailed transaction data, setting up user permissions, and configuring financial automations. ## Limitations and Requirements Situations that frequently lead to extended resolution times include compliance-related reviews, such as those for Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations, investigations into wire transfers, and reviews of large or unusual transactions. These events can result in temporary account holds or freezes, which can be a significant point of friction for businesses. However, the lack of direct phone support or in-person service makes the platform less suitable for businesses that require immediate voice communication with a support agent or need to perform transactions like cash deposits. ## Comparison to Alternatives While chat support is available to customers, dedicated account management is typically a feature reserved for larger clients on higher-tier plans. ## Summary In summary, Mercury's customer service is structured around a digital-first philosophy, leveraging in-app messaging and email as the primary contact methods. The model offers convenience for digitally native businesses but presents limitations for those who prefer traditional banking channels like phone or in-person support, and resolution times can be impacted by the complexity of the issue and the need for partner bank involvement.