Mercury

## What customer support options does Mercury provide for business banking customers?

## Overview Mercury provides customer support for its business banking customers through a digital-first model, with no physical branch locations for in-person service. The primary channels for support are accessible directly through its online platform and mobile app. This approach is designed for efficiency and is aligned with the operational preferences of its target market of startups and internet-based businesses. All customers have access to standard support channels, while premium, tiered support options including dedicated relationship managers are available for larger or higher-balance accounts. The support structure is also influenced by Mercury's status as a financial technology company that provides banking services through partner banks. ## Key Features The main support channels offered by Mercury are in-app messaging and email. In-app messaging, accessible via a '?' icon in the Mercury dashboard and iOS app, is promoted as the fastest method for obtaining assistance. During business hours, response times for this channel are typically within five minutes. For less urgent inquiries, customers can email the support team at help@mercury.com or submit a request through the platform's support menu; these requests generally receive a response within one business day. Mercury does not maintain a public-facing phone number for general customer support, reinforcing its digital communication strategy. Support operating hours are Monday through Friday, from 6:00 AM to 5:00 PM Pacific Time (PT). ## Technical Specifications As a financial technology company, Mercury's banking services are provided by partner banks, which include Choice Financial Group and Column N.A. (both Members FDIC). The Mercury IO charge card is specifically issued by Patriot Bank. This partner-bank model has important implications for customer support and issue resolution. While Mercury's support team handles most day-to-day inquiries, issues related to regulatory compliance, legal holds on funds, or complex deposit investigations may require escalation to the partner banks. Mercury is also in the process of transitioning customers away from a former partner, Evolve Bank & Trust, following regulatory actions against that institution, which may require some customers to resubmit verification information. This structure means that while Mercury is the primary customer interface, the partner banks are the ultimate legal entities holding deposits and are involved in resolving certain critical issues. ## How It Works Mercury offers a tiered support structure that provides dedicated service for qualifying accounts. A dedicated Relationship Manager is available to customers on the Mercury Pro plan, which costs $350 per month and also includes other premium features. This service is also guaranteed for accounts that maintain a balance of $10 million or more, as well as for customers on the custom-priced Enterprise tier. These dedicated managers serve as a single point of contact for complex financial questions and strategic guidance. Customers on the standard Core ($0/month) and Plus ($35/month) tiers rely on the general in-app and email support channels and do not have an assigned relationship manager. ## Use Cases For transaction-specific problems, such as disputes with merchants like AWS or Facebook Ads, Mercury has a defined process. Users can initiate a dispute directly from the transaction history in their dashboard. For suspected fraud, users are advised to freeze the card immediately. Mercury recommends first attempting to resolve billing issues directly with the merchant. If that fails, a formal dispute can be filed, but the resolution process can take up to 90 days due to legal provisions that allow merchants ample time to respond. It is also important for users to distinguish Mercury (mercury.com) from other similarly named but unaffiliated companies, such as 'Mercury Financial,' a consumer credit card issuer, as negative reviews are sometimes misattributed. ## Limitations and Requirements ## Comparison to Alternatives ## Summary In conclusion, Mercury's customer support is delivered through a structured, digital-first system. Standard support is available to all users via in-app messaging and email during specified business hours, with an emphasis on fast digital responses. For larger businesses, dedicated Relationship Managers provide a higher-touch service level. The platform's operation within a partner-bank ecosystem is a key structural element that can influence the escalation path for certain complex financial and regulatory issues. The lack of phone support and physical branches is a deliberate part of its model, catering to businesses comfortable with a fully digital banking relationship.