FAQs

​​Our Customer Service Center is available 6 days a week to help with your banking questions or account inquiries. Some popular questions are found in this section.

​​Online Banking

Q: Is my account information displayed in "Real Time" on Marquette Bank's Online Banking?

A: Yes, Marquette Bank's Online Banking system provides "real time" account information. For example, when you transfer funds between accounts, your balance is updated automatically and instantaneously. It is similar to when you make an ATM withdrawal - your balance is updated without delay 24-hours a day, 7 days a week.

Q: How long will my account activity be available on Marquette Bank's Online Banking?

A: Marquette Bank's Online Banking supports approximately 90-days of history.

Q: What types of accounts can I see on Marquette Bank's Online Banking?

A: You are able to see all deposit accounts (checking, savings, money market, CDs and IRAs), mortgage loan and consumer loan accounts.

Q: When I try to sign on to Online Banking I receive an error message saying that I had an invalid login attempt. What happened?

A: It is possible that you have entered your User ID and/or Password incorrectly. The password is case sensitive, so we recommend that you verify that your Caps Lock button is either on or off, depending on how you initially entered it, and that you have typed the password correctly. Also, when entering your User ID, make sure you do not include the dashes. If you still are unable to access your account information, please select the Forgotten Password Option found on the main page you use to login to Marquette Bank's Online Banking system. Of course, you can always call Customer Service, toll-free at 1-888-254-9500. We are available Monday through Friday from 8:00 a.m. to 7:00 p.m. (CST) and Saturday from 8:00 a.m. to 3:00 p.m. (CST).

Q: Can I place a stop payment on a check through Marquette Bank's Online Banking?

A: Yes. Simply sign into Online Banking, select "Online Services" option. Next, complete the stop payment and submit. Please note that all fees associated with stop payments will apply.

Q: Can I stop a single payment or a recurring payment in Bill Payment?

A: Yes. Simply access our Online System and select Payment Manager, then View and Pay Bills, select the payment you want to cancel through the Pending Payments screen. If you wish to cancel a recurring payment, you may also do so by accessing our Online Banking system through the View and Pay Bills screen and then select the recurring payment you want to cancel. Remember this must be done at least 24-72 hours before the payment is to process. Or contact Bill Payment at their special toll-free number: 1-855-695-9366 to request that a payment be stopped or canceled. Please note that all associated fees apply when requesting to stop a payment after the payment has been issued.

Q: How are my bills actually paid?

A: Marquette Bank's Online Banking transmits all your bill pay requests to our bill payment service around 12:00 p.m. CST (1:00 p.m. EST) each day, Monday through Friday. The business day after we transmit the payment request, the bill payment service determines if your payee will accept your payment electronically or if a check needs to be sent. Once this is determined, your payment is sent and the funds are deducted from your checking account. Typically the funds are deducted from your account on the day that you have selected to pay the bill.

Q: Is there a dollar limit for External Transfers or Bill Payment Transfers?

A: Yes, $1,000.00 daily for External Transfers, $9,999.99 per payment for Bill Pay, $19,999.99 per combined payments and $1,000.00 for Pay to People.

Q: What if I need a copy of a Bill Payment check submitted by Marquette Bank's Online Banking?

A: Simply contact Bill Payment at their special toll-free number: 1-855-695-9366

Q: Why is it that when I make purchase transactions there are times the payees are noted on my account and other times when they're not?

A: Although your account has been debited, your purchase transaction has not been settled. Once settled, the payee will be reflected on your account.

Q: Does available balance include Overdraft Privilege?

A: No.

Q: I cannot successfully send an email using the "Email" link. Why is this?

A: It is likely that your browser is not configured to use this feature. Please use your normal email software or service to send your message directly to us at the following email address: marquetteservice@emarquettebank.com.

Q: How do I access Online Bill Pay using the Safari Browser (Apple)?

A: You can access Online Bill Pay successfully after changing the setting for 32/64 bit mode.

1. Close Safari if it's open
2. Open the info window for Safari through finder (via right-click from the dock)
3. Expand the "General" area
4. Uncheck "Open in 32-bit mode"
5. Close the info window and restart Safari

Online Statements

Q: What are Online Statements?

A: Online Statements provide online electronic delivery of your monthly statement, which will take the place of your mailed paper statement.

Q: Is there a fee for Online Statements?

A: There is no charge for Online Statements. It is absolutely FREE!

Q: When will I receive my Online Statements?

A: Your Online Statements will be available every fifth day of the month.

Q: What if I need more information or assistance?

A: Email us at marquetteservice@emarquettebank.com or call us toll-free at 1-888-254-9500

Apple Pay*

Q: What is Apple Pay?

A: Apple Pay is a payments feature integrated into the Wallet^® app on your iOS device that lets you add your debit cards to Apple Pay to make purchases at participating retailers in stores, using Near Field Communication (NFC) technology, or in app. For additional support or instructions with Apple Pay please refer to https://support.apple.com/en-us/HT201469.

Q: How does Apple Pay work?

A: To add your eligible Marquette cards to Apple Pay, follow the Apple Pay instructions,
https://support.apple.com/en-us/HT201469. Apple Pay provides the same benefits and protection as your physical card, with the convenience of making secure transactions on your iOS device. Use Apple Pay anywhere contactless payments are accepted and to make purchases in app with participating apps. For additional details, see the Apple Pay instructions.

Q: Which of my devices are compatible with Apple Pay?

A: You can use Apple Pay in stores, within apps, and on the web on your iPhone^®, Apple Watch™, iPad™, and Mac Computer. For a complete list of devices and versions please see Apple’s website https://support.apple.com/en-us/KM207105.  

Q: How do I get Apple Pay on my device?

A: Apple Pay is integrated into the Wallet app, which comes pre-installed on your eligible iPhone^® or iPad^®. You will be given an opportunity to configure Apple Pay upon setup of your new device. If you already have established an iTunes^® account, the credit card that is on file will be made available to you to immediately upon Apple Pay setup. You will have the ability to add additional eligible Marquette debit cards by using the iSight^® camera to instantly capture your card details or by entering them manually. Please note, Apple Pay on the Apple Watch will not be set up through Wallet. You can load your Marquette cards to the Apple Watch app on the paired iPhone. An alert will be displayed on the watch upon card activation. For a complete list of instructions on how to set up Apple Pay on each device please see Apple’s website, https://support.apple.com/en-us/HT204506.

Q: How do I pay using Apple Pay?

A: In-Store Purchase - To make an in-store purchase with your iPhone^®, just hold your device near the contactless reader with your finger while holding down Touch ID™.  A subtle vibration and beep will confirm the transaction is complete. To make an in-store purchase with your Apple Watch, double-click the side button and hold the face of your device near the contactless reader. A gentle pulse and tone confirm that the transaction is complete.
​
In-App Purchase - To make a purchase in-app with your iPhone^® or iPad^® select Apple Pay as the payment option in the app and place your finger on the Touch ID.

Q: Is there a fee associated with using a Marquette card with Apple Pay?

A: There is no cost for Apple Pay from Marquette; however, an active data plan is required. Based on your wireless plan and mobile carrier's offering, additional message and data charges may apply. Your debit card Deposit Account Agreement will apply for purchases. Marquette does not charge any fees to add your debit cards to Apple Pay. 

Q: Can I use Apple Pay outside of the United States?

A: As long as you're shopping at a participating retailer, Apple Pay will work outside of the U.S. Based on your wireless plan and mobile carrier's offering, additional message data charges and foreign transaction fees may apply.

Q: Can an Apple Pay token be used for recurring charges, subscriptions or bills (Netflix, Amazon Prime, etc.)?

A: This service is not currently available.

Q: What is Near Field Communication (NFC) technology?

A: Near Field Communication (NFC) is a short-range wireless technology that allows two devices to exchange payment information quickly and conveniently at close proximity. Apple Pay uses NFC technology to transmit payment information from your phone to the contactless payment terminal.

Q: Can I lock Apple Pay?

A: Apple Pay is locked when the device is locked.  A device passcode or Touch ID is required per transaction in order to use Apple Pay. 

Q: What is the Secure Element?

A: The Secure Element is a dedicated chip in the device that securely stores the device account number. For more information about Secure Element and the security and privacy of Apple Pay please see Apple’s website https://support.apple.com/en-us/HT203027. 

Q: What is a device account number (token)?

A: A device account number (token) is a substitute account number that replaces your card number and is used to make secure purchases in stores and in app. A device account number will not work outside of the secure payment environment.

Q: Am I liable for unauthorized charged made with Apple Pay?

A: Purchases made with your Marquette debit cards have MasterCard^® Zero Liability Protection for any unauthorized card transactions. This means that you will not pay for any unauthorized transactions as long as they are reported promptly. Certain limitations apply. Please see your cardholder agreement for complete details.

Q: What if my card is lost or stolen?

A: If your card has been lost, stolen or damaged, call us immediately at 1-888-254-9500. If you call outside of Marquette Customer Service hours a recording will list a phone number to call to cancel your card.

Q: What should I do about Apple Pay if my card is lost or stolen?

A: If your card is lost or stolen, contact Marquette immediately at 1-888-254-9500. We will help you replace your lost or stolen card. Once you’ve contacted Marquette Bank remove/delete your card from Apple Pay. When you receive your new card in the mail from Marquette Bank you can add the new card to Apple Pay.

Q: What if my device is lost or stolen?

A: If your device is lost or stolen, you can suspend Apple Pay by using the “Find my iPhone” app or visiting www.icloud.com and selecting the option for “Lost Mode.” You will also be given the option to “Erase All” on www.icloud.com. This will delete all cards from Apple Pay and the Secure Element. If in doubt regarding the status of your Marquette cards in Apple Pay, please contact Marquette by using the number on the back of your card. If you find your phone, you can unsuspend Apple Pay by following the prompts on your phone or via "Find my iPhone” app.

Q: What happens when I replace or update my device?

A: If you replace or update your device, you will need to add your card(s) again to Wallet as new Apple Pay setup.

Q: How do I make returns with purchases I've made using Apple Pay?

A: You can make a return the same way you would with your plastic card today by contacting the merchant directly. We do recommend you bring the device that you used when returning items purchased with Apple Pay.

*Apple, the Apple logo, Apple Pay, iPhone, iPad, Apple Watch and Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries. Marquette Mobile^® App is available for select mobile devices. Enroll in Marquette Online Banking and download the Marquette Mobile^® App. There is no charge from Marquette, but message and data rates may apply
Debit cards are provided by Marquette Bank. Member FDIC.

Android Pay**

Q: What is Android Pay?

A: Android Pay is a way to make quick and easy purchases with your phone at contactless terminals in stores, in supported apps, and on your Chrome mobile browser with participating merchants. The app is free to use. To get Android Pay, you must be using an Android phone running Kit Kat (4.4) or higher. For additional support or instructions with Android Pay please refer to https://support.google.com/androidpay/?hl=en#topic=6224829

Q: How does Android Pay work?

A: Select Android phones are equipped with Near Field communication technology (NFC) that transmits the tokenized version of the debit card payment credentials securely to a merchant terminal. To check you phone for NFC, look for it in your phone’s Settings app. You can make in-app payments even if your phone does not have HCE. To add your eligible Marquette cards to Android Pay, follow the Android Pay instructions, https://support.google.com/androidpay/?hl=en#topic=6224829. 

Q: How do I get Android Pay on my device?

A: Android Pay is available with Android Phones running Kit Kate (4.4) or higher. Check that your Android phone is running Kit Kat (4.4) or higher. Android Pay is available and would need to be downloaded from the Google Play Store, https://play.google.com/store/apps/details?id=com.google.android.apps.walletnfcrel. 

Q: How do I add my Marquette cards to Android Pay?

A: Open the Android Pay app and tap Add a credit or debit card. Use the camera to capture your card info or enter it yourself. Verify or enter the additional information such as Cardholder Name, Expiration Date and Security Code (CVV).  Accept the Terms and Conditions for adding a card to a digital wallet by touching Accept. You will be prompted to call the Mobile Wallet Customer Service number at 844-604-3070 to verify your identity and card information. Once complete, your card is ready for use in Android Pay​.

Q: How do I pay using Android Pay?

A: Once your eligible Marquette card is registered to Android Pay, you may pay with your Android phone in stores where you see contactless terminals with either of these logos:     To find places near you that accept Android Pay, open the app and touch the GPS search arrow . You don't have to open the Android Pay app to make a purchase with your NFC phone. Just wake up and unlock your phone, hold the back of your phone against the contactless payment terminal, if prompted, choose "Credit" regardless of your type of card, for debit card transactions, you may have to enter a PIN. Use the PIN you set up with your bank. For more information on how to pay using Android Pay see
https://support.google.com/androidpay/answer/6224824?hl=en&ref_topic=6224823​.

Q: Is there a fee associated with using a Marquette card with Android Pay?

A: There is no cost to use Android Pay from Marquette; however, an active data plan is required. Based on your wireless plan and mobile carrier's offering, additional message and data charges may apply. Your debit card Deposit Account Agreement will apply for purchases. Marquette does not charge any fees to add your debit cards to Android Pay.

Q: Can I use Android Pay outside of the United States?

A: As long as you're shopping at a participating retailer, Android Pay will work outside of the U.S. Based on your wireless plan and mobile carrier's offering, additional message data charges and foreign transaction fees may apply.

Q: Can an Android Pay token be used for recurring charges, subscriptions or bills (Netflix, Amazon Prime, etc.)?

A: This service is not currently available.

Q: What is Near Field Communication (NFC) technology?

A: Near Field Communication (NFC) is a short-range wireless technology that allows two devices to exchange payment information quickly and conveniently at close proximity. Android Pay uses NFC technology.

Q: Can I lock Android Pay?

A: Android Pay prompts you to set up a screen lock on your device before you add cards. Android Pay is locked when the device is locked. Unlocking the device is required to make most purchases. If you turn your screen lock off, Android Pay removes your cards for your protection

Q: What is a virtual account number?

A: Each payment card you add gets a virtual account number that merchants see when you buy. Your payment information isn’t shared with merchants. Your payment information is also encrypted and stored on secure servers.

Q: Am I liable for unauthorized charged made with Android Pay?

A: Purchases made with your Marquette debit and/or cards have MasterCard^® Zero Liability Protection for any unauthorized card transactions. This means that you will not pay for any unauthorized transactions as long as they are reported promptly. Certain limitations apply. Please see your cardholder agreement for complete details.

Q: What if my card is lost or stolen?

A: If your card has been lost, stolen or damaged, call us immediately at 1-888-254-9500, 24 hours per day, 7 days a week. If you call outside of Marquette Customer Service hours a recording will list a phone number to call to cancel your card.

Q: What should I do about Android Pay if my card is lost or stolen?

A: If your card is lost or stolen, contact Marquette immediately at 1-888-254-9500. We will help you replace your lost or stolen card. Once you’ve contacted Marquette Bank remove/delete your card from Android Pay. When you receive your new card in the mail from Marquette Bank you can add the new card to Android Pay.

Q: What if my phone is lost or stolen?

A: If your phone is lost or stolen, you can find, lock, or erase it using Android Device Manager

Q: What happens when I replace or update my device?

A: If you replace or update your device, you will need to add your card(s) again to Wallet as new Android Pay setup.

Q: How do I make returns with purchases I've made using Android Pay?

A: To return something you bought with Android Pay you'll need your store receipt, just like you would for any other purchase. If the merchant asks you to swipe your card, simply hold the back of your phone to the contactless payment terminal.

For some returns, you might have to provide the last 4 digits of your virtual account number. You can find your virtual account number on the card details screen in your Android Pay app.

**Marquette Mobile^® App is available for select mobile devices. Enroll in Marquette Online Banking and download the Marquette Mobile^® App. There is no charge from Marquette, but message and data rates may apply.
Debit cards are provided by Marquette Bank. Member FDIC

Samsung Pay***

Q: What is Samsung Pay?

A: Samsung Pay provides owners of select Samsung Galaxy devices the ability to use their Galaxy phone to make payments almost anywhere you can swipe or tap your Marquette debit cards. For additional support or instructions with Samsung Pay please refer to http://www.samsung.com/us/support/owners/app/samsung-pay

Q: How does Samsung Pay work?

A: Select Samsung Galaxy devices are equipped with Near Field communication technology (NFC) that transmits the tokenized version of the debit card payment credentials securely to a merchant terminal. In addition to NFC, Samsung Pay supports a new proprietary technology, Magnetic Secured Transmission (MST) which transmits the same secure tokenized debit card payment credentials.  See below for more information about NFC and MST. To add your eligible Marquette cards to Samsung Pay, follow the Samsung Pay Instructions, http://www.samsung.com/us/support/owners/app/samsung-pay. 

Q: How do I get Samsung Pay on my device?

A: Samsung Pay is available with the Galaxy S7, Galaxy S7 edge, Galaxy S6, S6 active, S6 edge, S6 edge+ and Note5 through an app update. The availability will vary by mobile network operator. The app will appear when the customers install the operating system update. Samsung Pay will be a preloaded app on upcoming Samsung Iconic devices. The app is not available for download on unsupported devices.

Q: How do I add my Marquette cards to Samsung Pay?

A: Choose the Samsung Pay icon, and log in using your Samsung account information.  If you do not already have a Samsung account, you can create one.  Once logged in you can, touch ADD CARD in Samsung Pay app to begin the process of adding your card.  Center the card in the on-screen window and Samsung Pay will read the card number or you can enter the card number manually.  Verify or enter the additional information such as Cardholder Name, Expiration Date and Security Code (CVV).  Accept the Terms and Conditions for adding a card to a digital wallet by touching AGREE TO ALL. You will be prompted to call the Mobile Wallet Customer Service number at 844-604-3070 to verify your identity and card information. Once complete, your card is ready for use in Samsung Pay. 

Q: How do I pay using Samsung Pay?

A: Once your eligible Marquette card is registered to Samsung Pay, you may activate the Simple Pay feature of Samsung Pay by swiping your screen from the bottom, just above the Home key, towards the top of the screen.
The most recently added or used card is displayed. Swipe left or right to scroll through your registered payment cards.
When you have the desired card selected, place your finger on the Home key to verify your fingerprint or touch ENTER PIN to enter your Samsung Pay PIN. Samsung Pay will indicate that you are ready to make a payment.

For NFC Payments

1. Hold the phone above the NFC reader on the payment terminal
2. Align the camera with the NFC logo
3. The two devices should be almost touching

1. Hold the phone closely to the terminal
2. Align the camera to face the magnetic stripe card reader
3. The two devices should be almost touching

Q: Is there a fee associated with using a Marquette card with Samsung Pay?

A: There is no cost to use Samsung Pay from Marquette; however, an active data plan is required. Based on your wireless plan and mobile carrier's offering, additional message and data charges may apply. Your debit card Deposit Account Agreement will apply for purchases. Marquette does not charge any fees to add your debit cards to Samsung Pay.

Q: Can I use Samsung Pay outside of the United States?

A: As long as you're shopping at a participating retailer, Samsung Pay will work outside of the U.S. Based on your wireless plan and mobile carrier's offering, additional message data charges and foreign transaction fees may apply.

Q: Can an Android Pay token be used for recurring charges, subscriptions or bills (Netflix, Amazon Prime, etc.)?

A: This service is not currently available.

Q: What is Near Field Communication (NFC) technology?

A: Near Field Communication (NFC) is a short-range wireless technology that allows two devices to exchange payment information quickly and conveniently at close proximity. Samsung Pay uses NFC technology or MST to transmit payment information from your phone to the contactless payment terminal.

Q: What is Magnetic Secured Transmission (MST) Technology?

A: Magnetic Secure Transmission (MST) replicates swiping a physical card at the payment terminal by securely sending payment information directly to the magnetic strip card reader without touching it. Samsung Pay uses NFC technology or MST to transmit payment information from your phone to the contactless payment terminal.

Q: Can I lock Samsung Pay?

A: Samsung Pay is locked when the device is locked. A PIN or Fingerprint is required per transaction in order to use Samsung Pay.

Q: What is Hosted Cloud Emulation?

A: Host cloud emulation (HCE) is the software architecture that provides exact virtual representation of debit cards using only software. On the other hand, other digital wallet services stores debit card credentials on a secure element within the device.

Q: What is a device account number (token)?

A: A device account number (token) is a substitute account number that replaces your card number in each transaction.  This means that your actual information isn’t shared when your shop and your details stay safe.

Q: Am I liable for unauthorized charged made with Samsung Pay?

A: Purchases made with your Marquette debit and/or cards have MasterCard^® Zero Liability Protection for any unauthorized card transactions. This means that you will not pay for any unauthorized transactions as long as they are reported promptly. Certain limitations apply. Please see your cardholder agreement for complete details.

Q: What if my card is lost or stolen?

A: If your card has been lost, stolen or damaged, call us immediately at 1-888-254-9500, 24 hours per day, 7 days a week. If you call outside of Marquette Customer Service hours a recording will list a phone number to call to cancel your card.

Q: What should I do about Samsung Pay if my card is lost or stolen?

A: If your card is lost or stolen, contact Marquette immediately at 1-888-254-9500. We will help you replace your lost or stolen card. Once you’ve contacted Marquette Bank remove/delete your card from Samsung Pay. When you receive your new card in the mail from Marquette Bank you can add the new card to Samsung Pay.

Q: What if my phone is lost or stolen?

A: If your phone is ever lost or stolen you can try to locate your device and/or wipe your devices and Samsung Pay to remove your card information. Please see Security at http://www.samsung.com/us/support/owners/app/samsung-pay

Q: What happens when I replace or update my device?

A: If you replace or update your device, you will need to add your card(s) again to Wallet as new Android Pay setup.

Q: How do I make returns with purchases I've made using Samsung Pay?

A: You can make a return the same way you would with your plastic card today by contacting the merchant directly. We do recommend you bring the device that you used when returning items purchased with Samsung Pay.

***Marquette Mobile^® App is available for select mobile devices. Enroll in Marquette Online Banking and download the Marquette Mobile^® App. There is no charge from Marquette, but message and data rates may apply. Debit cards are provided by Marquette Bank. Member FDIC​

Zelle

Q: What is Zelle^®?

A: Zelle is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes¹. With just an email address or U.S. mobile phone number, you can send money to people you know and trust, regardless of where they bank². Ask your recipient to enroll with Zelle before you send them money – this will help them get your payment more quickly.

Q: Who can I send money to with Zelle?

A: You can send money to friends, family and people you know². We recommend you ask people to enroll with Zelle before you send them money – this will help them get your payment more quickly.

Since money is sent directly from your bank account to another person’s bank account within minutes¹, it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number. Zelle should only be used to send money to friends, family or others you trust.

Q: How do I use Zelle?

A: You can send, request, or receive money with Zelle. To get started, log into Marquette Bank’s Online Banking or mobile app and select “Send Money with Zelle^®”. Enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, accept terms and conditions, and you’re finished.

To send money using Zelle, simply select someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile phone number), add the amount you’d like to send and an optional memo, review, then hit “Send.” In most cases, the money is available to your recipient in minutes¹.

To request money using Zelle, choose “Request,” select the individual(s) from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request”. To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.

Q: Someone sent me money with Zelle, how do I receive it?

A: If you have already enrolled with Zelle, you do not need to take any further action. The money will move directly into your bank account, typically within minutes¹. If you have not yet enrolled with Zelle, follow these steps:

1. Click on the link provided in the payment notification you received via email or text message.
2. Select Marquette Bank
3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll in Zelle with that email address or U.S. mobile number to ensure you receive your money.

Q: What types of payments can I make with Zelle?

A: Zelle is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor².

Since money is sent directly from your bank account to another person’s bank account within minutes¹, Zelle should only be used to send money to friends, family or others you trust.

Zelle does not offer a protection program for any authorized payments made with Zelle – for example, if you make a purchase using Zelle but you do not receive the item or the item is not as described or as you expected. Marquette Bank does not offer a protection program if you do not receive what you paid for or the item you receive is not as described or as you expected.

Q: Are there any fees to send money using Zelle?

A: Marquette Bank does not charge any fees to use Zelle ³.

Q: How do I get started?

A: It’s easy — Zelle is already available within Marquette Bank’s mobile banking app! Check our app or sign-in online and follow a few simple steps to enroll with Zelle today. We recommend you enroll before someone sends you money – this will help you get your first payment faster.

Full list of participating banks and credit unions live with Zelle.

If your recipient’s bank isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.

To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa^® or Mastercard^® debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.

Q: How does Zelle work?

A: When you enroll with Zelle through the Marquette Bank Mobile app, your name and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with Marquette Bank). When someone sends money to your enrolled email address or U.S. mobile number, Zelle looks up the email address or mobile number in its “directory” and notifies Marquette Bank of the incoming payment. Marquette Bank then directs the payment into your bank account, all while keeping your sensitive account details private.

Q: Can I use Zelle internationally?

A: In order to use Zelle, the sender and recipient’s bank accounts must be based in the U.S.

Q: Can I cancel a payment?

A: You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn’t yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.”

If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you know and trust, and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please call Marquette Bank at 1-888-254-9500 so we can help you.

Q: How long does it take to receive money with Zelle?

A: Money sent with Zelle is typically available to an enrolled person within minutes¹. Ask your friends and family to enroll with Zelle before you send them money – this will help them get your payment more quickly.

If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will move directly into your recipient's account. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes¹.

If your payment has been pending and has not sent, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or U.S. mobile phone number. If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.

Still having trouble? Please give the Marquette Bank customer support team a call toll-free at 1-888-254-9500.

Q: Will the person I send money to be notified?

A: Yes! They will receive a notification via email or text message.

Q: Is my information secure?

A: Keeping your money and information safe is a top priority for Marquette Bank. When you use Zelle within our mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.

Q: I’m unsure about using Zelle to pay someone I don’t know. What should I do?

A: If you don’t know the person, or aren’t sure you will get what you paid for (for example, items bought from an on-line bidding or sales site), you should not use Zelle for these types of transactions.

These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Zelle does not offer a protection program for any authorized payments made with Zelle - for example, if you make a purchase using Zelle but you do not receive the item or the item is not as described or as you expected. Marquette bank does not offer a protection program for any purchase or sale conducted using Zelle.

Q: What if I get an error message when I try to enroll an email address or U.S. mobile number?

A: Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call our customer support team and ask them to move your email address or U.S. mobile phone number to Marquette Bank so you can use it for Zelle.

Once customer support moves your email address or U.S. mobile phone number, it will be connected to your Marquette Bank account so you can start sending and receiving money with Zelle. Please call Marquette Bank customer support toll-free at 1-888-254-9500 for help.

_______________________________________

¹ To receive money in minutes, the recipient’s email address or U.S. mobile number must already be enrolled with Zelle^®. 
² Must have a bank account in the U.S. to use Zelle^®.  
³ Mobile carrier fees may apply.

EMV Chip Debit Card

Q: What is a chip card/EMV card and why will I get one?

A: A chip card – also known as an EMV card or smart card – is a global standard of cards equipped with computer chips and technology to authenticate chip card transactions. Giving you a chip card is our way of providing you an extra layer of security when you pay with your debit card in person or at an ATM. Chip cards can be used anywhere you use your current card, but the chip technology only works at businesses that have chip-enabled equipment.

Q: How do I use my chip card to make a purchase?

A: Chip cards are read in a different way. Instead of swiping the magnetic stripe, you’ll insert your card into a slot on the card reading terminal (facing up) and leave it there. Provide your PIN or signature as prompted. When the transaction is complete, the terminal will instruct you to remove your card. When the card is inserted, it will take a little bit longer for the transmission of data to occur than when you swipe with a magnetic stripe.

Q: How exactly is this more secure than the magnetic stripe card?

A: The chip generates a unique, one-time use code each time you insert your card at an EMV chip-enabled terminal. If a criminal captures the data and the one-time code, the information can’t be used to create fake cards.

Q: When will I get my chip card?

A: Each card issuer is sending their customers new chip cards on different schedules. The Marquette Bank debit cards with the chip technology are scheduled to start going out in the first quarter of 2016. If your current card is set to expire before then, you will receive a card with a magnetic stripe only. You will receive your new chip card in 2016.

Q: How long will my current magnetic stripe card work?

A: Your current card will continue to work as we migrate to the new EMV technology. Your current card will be deactivated shortly after you receive your new chip card.

Q: Will my card number be the same?

A: As an added layer of security, we will be changing all card numbers when you receive your new chip card. Your debit card alerts will transfer to the new card. However, you will need to recreate your automatic direct debit transactions.

Q: If a business does not have EMV enabled equipment will my chip card still work?

A: Yes, the chip cards being issued now during the migration phase will have the chip technology and the magnetic stripe.

Q: How do I know if I should swipe or insert when making a purchase?

A: The terminal will walk you through the steps. If your card is chip enabled and you try to swipe the magnetic stripe, an error will appear and the terminal will prompt you to insert your card and leave it there while the transaction is completed. If you try to insert your card and the terminal is not ready to accept chip cards, an error will appear and the terminal will instruct you to swipe your card.

Q: What will happen when I use my chip card at an ATM?

A: This will depend on the type of ATM. If your card is visible when you place it in the terminal, then insert and remove your card like you would now. The ATM will recognize your card as being chip enabled and prompt you to insert the card again and leave it inserted. The ATM will hold your card there until the transaction is complete. Follow the prompts to complete your transaction. Do not try to remove your card until the ATM instructs you to do so.

If your card is not visible when you place it in the terminal, a chip enabled ATM will recognize your card. The ATM will hold your card until the transaction is complete. Follow the normal prompts to complete your transaction and remove your card when instructed to do so.

Q: How will online purchases be handled?

A: You will use your chip card for online purchases in the same way you do with your current card.

Q: Is my card equipped with chip-and-PIN or chip-and-signature?

A: When completing your transaction, use chip and signature. If the terminal is not able to process signatures, it will prompt you to enter your PIN.

Q: How do I change my PIN?

A: To change PIN number and/or activate you card, call 866-633-5293 or for outside the U.S. call 770-248-5774.

Q: Will my new chip card have a tap and pay feature?

A: At this time our cards can’t be used for tap and pay.

Mobile Check Deposit

Q: Who is eligible for Mobile Check Deposit?

A: Customers who have a Personal or Business Checking, Savings, or Money Market (with the exception of ReStart Checking) account that’s in good standing and has been opened a minimum of 30 days can use this free service.

Q: Can I make my opening account deposit through Mobile Check Deposit?

A: No, at this time the Mobile Check Deposit cannot be used to initially fund a new account. This feature will not be available until 30 days after the account opening.

Q:What if an account is not listed in Mobile Check Deposit?

A: In most cases, eligible accounts will automatically be signed up for Mobile Check Deposit. If you have an eligible account that has not been enabled, please call us at 1-888‐254‐9500 for assistance. Please note that accounts are pre‐qualified prior to being authorized for use with this service.

Q: Are there any limits on the dollar amount of deposits I can submit?

A: Yes. $2,500 per day & 3 checks per day. You cannot deposit more than $5,000 via Mobile Check Deposit within a 7 day time period.

Q: How do I endorse my check for Mobile Check Deposit?

A: On July 1, 2018, all checks being deposited must be endorsed in the following matter:

• For Mobile Deposit Only
• Marquette Bank
• Customer's Signature

Q: What types of checks can't I deposit with Mobile Check Deposit?

A: Ineligible Items

• ​Checks previously returned to you unpaid for any reason. 
• Checks previously converted to a substitute check or an image replacement document.
• Checks that contain evidence of any alteration or that you suspect may be fraudulent or otherwise not authorized. 
• Checks that are payable to another person or entity and then endorsed by you.
• Checks drawn on an institution outside of the United States, or not payable in U.S. currency.
• Checks that are postdated or more than six months old.
• Checks payable to Cash.
• Travelers Checks.
• Money Orders, Foreign Items, Savings Bonds, or Third Party Checks that are otherwise not acceptable under the terms and conditions of your Bank account agreement.  

Q: How will I know if Marquette Bank received my deposit?

A: You will receive a notification by email when your deposit has been received. When your deposit is processed, you will receive a second email notification on the status of your deposit. This email will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided. Once your deposit has been processed you will receive another email. If your deposit is approved before our daily 5:00 p.m. cutoff time, your deposit will post to your account on the next business day. Funds availability may be limited under certain conditions. You may view your transaction history in Mobile Banking or Online Banking once your deposit has been processed You may also check the Marquette Bank website for more information on Mobile Check Deposit  and holds or call 1-888‐254‐9500.

Q: Do I photograph both the front and the back of my check?

A: Yes. During the deposit process, you will be required to photograph the front and back of your check.

Q: Can I photograph more than one check at a time?

A: You may photograph multiple checks in the same mobile banking session; however you may only photograph one check per deposit. We suggest you keep the check for 10 days. Afterwards, you may securely destroy the check. Do not VOID the check after submittal in the event the deposit is not approved and needs to be re‐submitted. 

Q: What if the check image I photographed is bad?

A: You have the option to retake photographs of the check before submitting or you may cancel the deposit. Also, the system will notify you if the image is unclear for processing. If you are unable to photograph a clear image, please bring your deposit to any of our Branch locations.

Q: What if I submitted a deposit for the wrong amount? Do I need to resubmit the deposit?

A: No, you do not need to resubmit your deposit. If you entered the wrong amount for the deposit, our operations department will correct the deposit amount.

Q: What if I submit the same deposit twice in error?

A: If the same deposit is submitted twice, it will be identified and stopped by our process. Should this occur, you will receive a declined deposit notification for the second deposit received through the Mobile Check Deposit service.

Q: What if I submit the same check to Marquette Bank and another financial institution?

A: The financial institution where the funds are being debited will submit a chargeback notice to one of the depositing financial institutions.

Q: A check I submitted was returned, can I resubmit it?

A: If a deposit is returned, please do not re‐deposit the check with the Mobile Check Deposit feature. You will receive a notice from Marquette Bank through the US Postal Service if a deposit is returned.

Q: How would I know why my deposit wasn’t accepted and what action should I take?

A: You would receive an email letting you know why your deposit was declined.

Q: Are there any fees?

A: There is no fee for consumer accounts. For business accounts the standard deposit fee of $1.00 per deposit will apply, but Mobile Check Deposits will not count toward your number of transactions allowed in a Small Business checking account. Also, check with your mobile phone provider about data fees.

Safe Deposit Boxes

Q: Can the Bank enter a safe deposit box without the customer?

A: A safe deposit box requires the use of two (2) keys for entrance. One (1) key is maintained by the customer, and the other by the Bank. Neither key will work without the other. Therefore, Bank employees cannot open the safe deposit box without the customer.

Q: When is drilling necessary for a safe deposit box?

A: If the customer loses the keys to the safe deposit box, the customer should notify the Bank. The Bank will then make arrangements for the safe deposit box to be drilled, so the customer can receive new keys or a new box.

If the customer is seriously delinquent on safe deposit box fees, the Bank can proceed with action to drill the safe deposit box. The fee for drilling the safe deposit box is $150.00. The customer is sent numerous notifications prior to this action.

Policies & Procedures

Q: Why is a customer sometimes asked to show identification?

A: A banking representative sometimes asks a customer for identification as a protective measure for both the person and the Bank. Signatures may change slightly over time, and therefore not match those in our files. The request for identification is another way to validate that the correct person is requesting the transaction.

Q: When are statements issued and mailed?

A: Statements on checking accounts are issued and mailed on a monthly basis. Statements on savings accounts are issued quarterly, unless there is activity for that month. In that case, it would be issued monthly. The date of statement issuance is determined by the account number, and maintained on a consistent basis while the account is open.

Q: Does Marquette Bank have an Internet Privacy Statement and where can I find it?

A: Yes, we maintain a Privacy Statement which provides information on privacy and security issues along with other disclosure information which are accessible at anytime on this site by clicking on the Member FDIC / Equal Housing Lender logos.

Out of Country/State Travel

Q: What should I do to prevent any interruption in my ATM or debit card service while traveling?

A: If you are traveling (out of state or out of country), please notify us so that we can assure that you have the ability to use your card during your trip. Otherwise, our fraud detection system might incorrectly designate your card as having out-of-market card activity and decline transactions. This advanced fraud detection helps protect your account from fraudulent transactions.

Call 1-888-254-9500 and let us know the dates you will be away to ensure your card works properly while you are away. All international transactions are scrutinized for your protection. If you are considering buying something from a website in a foreign country, call 1-888-254-9500 before you purchase.

Direct Deposit

Q: What is direct deposit?

A: Direct deposit is a safe and secure way to have your money deposited directly into your checking or savings account. The most common use of direct deposit is for payroll. When you use direct deposit, you allow your employer to electronically transfer money into your account. So instead of taking the time to deposit a check yourself, the money will automatically be deposited into your account on an agreed-upon date. It's that simple.

Q: Why use direct deposit?

A: Direct deposit offers you many advantages over checks, including:

Security: With direct deposit, you don't have to worry about lost, stolen and misplaced checks

Reliability: You no longer need to wait for your check to arrive in the mail. You can have peace of mind knowing your money will always be in your account on time.

Flexibility: Direct deposit is most often used to deposit money into a checking or savings account. If you decide to switch accounts or change financial institutions, it's easy to change your direct deposit arrangements. Simply fill out a form and provide your written authorization.

Q: What do I need to know about direct deposit?

A: The following information will help you understand your rights when using direct deposit. You'll find some commonly asked questions by consumers who, like you, are considering signing up for direct deposit. The answers to these questions are meant to explain many of the benefits direct deposit offers, along with the responsibilities of the participating organizations and financial institutions.

Q: What types of payments can be made by direct deposit?

A: Direct deposit can be used for any ongoing, regularly scheduled payment, including: Payroll payments from your employer; Benefit checks from the federal government, such as Social Security, Supplemental Security Income, Civil Service, Railroad Retirement and Veterans payments;

Benefits issued by state governments, such as retirement and unemployment payments; Pension payments; and Income from your investments, such as certificates of deposit, annuities and mutual funds.

Some organizations are also using direct deposit to deliver occasional payments, such as tax refunds, business travel advances and tuition reimbursements.

Q: How can I receive direct deposit of a government check?

A: You may request direct deposit of a government check, such as social security, disability, veteran's benefits, or others, by completing a direct deposit authorization form. If you already receive direct deposit of a check to another institution, and want to make a change, a new authorization form should also be completed, signed and returned to us. The checking or savings accounts should be titled in the same manner as the check.

Q: How do I receive direct deposit of a payroll check?

A: You may request direct deposit of a payroll check initially by contacting your employer. Next contact us for a specification form along with an account number.

Q: How do I begin using direct deposit?

A: Ask your payor if it offers direct deposit. If it does, simply state that you want to sign up for the service, and your payor will provide you with what you need to get started. If it doesn't offer direct deposit, state why you would like the service and encourage your payor to offer direct deposit.

Q: How is money deposited into my account?

A: The payor's financial institution will electronically instruct your financial institution to credit your account for the amount owed to you on the predetermined date. Your institution then deposits this money into your account and charges the payor's account. You do not need to have an account at the same financial institution as your employer or payor.

Q: When can I access the money deposited into my account?

A: Your money will be available for you the morning of the payment date. In most cases, your money is deposited even before your financial institution opens for business! This is quicker than if you deposit a check with a teller, in which case you might not have access to your funds until the next day or later.

Q: How can I be sure my deposit was made?

A: Many employers that use direct deposit for salary payments distribute pay stubs on payday that show how much money was deposited into your account. However, most government agencies do not issue these stubs. If your payor does not give you a stub, your financial institution should notify you within two days after it receives the deposit or provide you with a telephone number you can use to check the status of your deposits. The deposit also will be shown on your monthly account statement. TIP: If you receive a stub from your payor, keep it for your records.

Q: What if there is a discrepancy between my account statement and the deposit notice I received from the payor?

A: Notify your financial institution and payor immediately. You have up to 60 days from your account statement date to notify your financial institution in person, by telephone or in writing of an unauthorized deposit or incorrect deposit amount. (If you notify your institution in person or by telephone, you may also be required to provide a written confirmation within 10 business days.) If the institution needs more than 10 business days to investigate and resolve your situation, it must credit the amount in question to your account during the investigation.

Q: Do I need an account at a financial institution to use direct deposit?

A: Yes. An account at a financial institution is necessary for you to receive deposit payments. Some institutions offer free or low-cost checking or savings accounts when you use direct deposit, so be sure to compare the services in your area.

Q: Can I stop using direct deposit if i change my mind?

A:Yes. If you decide you no longer want to use direct deposit, just contact your payor. It will tell you how to cancel the service. Most organizations will ask you to put your request in writing.

Q: With direct deposit, can the payor take money out of my account or obtain confidential information about me through my financial institution?

A: With the exception of the Social Security Administration, you are the only one who can approve the withdrawal of money from your account. Neither your employer nor any other organization sending you payments by direct deposit, including the government, can obtain your account balance or any other personal information. Your payor only has access to the information you provided when you began direct deposit. Actually, receiving your money by direct deposit is more confidential than being paid by check because fewer people are involved in the delivery and deposit of your payment.

Q: Where Can I Get More Information?

A: The above questions and answers are based on the Federal Reserve System's Regulation E, which regulates electronic fund transfers in the United States. Some electronic payment transactions, including wire transfers and the sale and purchase of securities and commodities, are not covered under Regulation E. The National Automated Clearing House Association also maintains and publishes rules for the Automated Clearing House service; however, the information in this guide only reflects provisions from Regulation E. To receive a copy of Regulation E, which outlines the legal requirements for consumers, businesses and financial institutions who use direct deposit, you can contact the Public Affairs Department at the nearest Federal Reserve Bank.

Non-Contact Request Procedure

Marquette Bank maintains a “DO NOT CONATCT” marketing list, however, for non-customers we sometimes use 3^rd Party Services (like the United States Post Office or shared circulars; where we do not manage the mailing lists) so non-bank customers should also use these links below to register to be removed from future mailings. For emails, there is an opt-out link at the bottom of every promotional email.

Start here: 6 Steps to get off mailing lists to STOP Junk Mail: http://www.ecocycle.org/junkmail 

1. Register Yourself Do Not Contact List – Online Form: https://www.dmachoice.org/register.php  Or Mail-In Form: https://www.dmachoice.org/prefill_mailin_registration.php
2. National Do Not Call Registry: https://www.donotcall.gov/
3. Stop Credit Card Solicitations:  http://www.optoutprescreen.com
4. USPS: Telemarketing and Unwanted Mail: https://www.usa.gov/telemarketing
5. ValPak: Mailing List Removal Request: https://www.valpak.com/coupons/show/mailinglistsuppression
6. Valassis/”Save” circulars: https://www.save.com/mailing/delivery-options
7. National Do Not Mail List (Operated by DirectMail.com): https://www.directmail.com/mail_preference/  
8. Deceased Individuals List – Online Form: https://www.ims-dm.com/cgi/ddnc.php

Keep in mind that the removal process usually takes a couple of months to become effective. Using these services should eliminate most marketing from us.