Got a question about our app?

Got a question about our app?

Have a look below to find the answer to your questions about our app. If you can't find what you're looking for, let us know. We've got dedicated teams for all your enquiries and we're always happy to help.
 
 

Mercury app FAQs

 

Check out our app page to see who our latest challenges winners are. Before we can update our website with the winners’ names, we have to get in touch them individually to accept the prize, so please allow time for this.

 

Yes, definitely! Your go-to should always be to sign out of the app, uninstall the app, restart your device and then reinstall the latest version from the Google Play or App Store - it’s important that you complete these steps in order. Having the latest version of the app will ensure you get the best experience.

 

For steps to register in the Mercury app, you need to make sure your permissions are enabled

When you first log into the app and accept a step challenge, you will be asked to give permission to allow a connection. Android users will be asked to link a Google account to Google Fit. iPhone users will be asked to give permission to HealthKit. By allowing these permissions, our app will be able to use your step data.*

*We will only use, hold or disclose your personal information in accordance with the Mercury app terms and Mercury’s privacy policy. Make sure you also check out the privacy policies of Google Fit and HealthKit to see how they will use, hold and disclose information you provide to them.

Check that the app has permission to use your step data

For iPhone users, head to ‘Settings’ then scroll down until you find the Mercury app. Tap into the app and make sure you have allowed Mercury Go to access ‘Motion & Fitness’. For Samsung users, head to ‘Settings’ - ‘Google Settings’ - ‘Account Services’ - ‘Google Fit’ - ‘Connected apps and services’. You should see Mercury Go as a connected app. If you don’t see Mercury Go as a connected app, you can either quit all current challenges and re-enter them, or you can uninstall and reinstall the app. Both of these actions should trigger a Google pop-up to request your permission, which you can then accept.

To note: these steps will differ for different devices and operating systems.

For Android: ensure the app has permission to run in the background

For Samsung, head to ‘Apps’ - ‘Mercury Go’ - ‘Battery’ and ‘Allow background activity’. Android users may need to open the app when a challenge starts so that the app can access your step data in the background. Android tends to put apps to ‘sleep’ when they aren’t being used. Remember, these steps will differ for different devices and operating systems.

*We will only use, hold or disclose your personal information in accordance with the Mercury app terms and Mercury’s privacy policy. Make sure you also check out the privacy policies of Google Fit and HealthKit to see how they will use, hold and disclose information you provide to them.

 

Different apps have different algorithms to calculate steps and different devices have different hardware and accuracy. For Android, the app uses Google Fit as its source, while iPhones uses Health as its source. Steps are only counted from the device natively (for iOS this includes the Apple Watch Series), they are not counted from other devices such as wearables (Garmin, Samsung, Huewai and Xaomi).

 

You can complete step challenges using your iOS or Android phone. Apple Watch can be used alongside your phone for iOS (it won’t count steps for Android). Fitbit can be used for iOS or Android however you can’t use it alongside another device. We're looking to add other wearable devices soon!

 

You can enter multiple challenges at one time, however you can’t have more than one step challenge in play at the same time. We generally plan step challenges to start one after the other, so they don’t overlap for this reason.

 

Having more than one device running challenges at the same time will interfere with your step count and challenge stats. Stick to entering challenges on one device to help resolve this. If you’re having issues log out and install any new updates.

 

Challenges are generally set up to stop showing in the app before the challenge ends (when you haven’t already entered them). This is to make sure that users have enough time to comfortably complete challenges.

We recommend that you enter challenges as soon as you receive a new app notification to avoid disappointment. To turn on your notifications, head over to ‘Settings’ and find Mercury Go to allow notifications. Remember you can enter multiple challenges at one time, so what are you waiting for!

 

In order to use your Mercury Dollars towards your bill, you need to have a bill amount due. If you don’t have an outstanding bill or you’re already in credit, you’ll only be able to redeem Airpoints Dollars™. If you’re in credit, wait until your credit has been spent and your next bill becomes available. You can then apply your Mercury Dollars. If you’re all paid up and you don’t have an outstanding bill, wait until your next bill becomes available and you can then apply your Mercury Dollars.

*Terms apply to the use of Mercury Dollars

 

Make sure you’re in the Rewards view of the app. You’ll know you’re in the Rewards view of the app as one of the headings along the bottom will be ‘Spend’. Select the ‘Spend’ heading at the bottom and you’ll tap through to the ‘Fly Faster’ Airpoints Dollars™ tile, tap on the tile and select ‘Exchange now’.

*Terms apply to converting Mercury Dollars into Airpoints Dollars™. Only customers with a residential or small business account can redeem Mercury Dollars for Airpoints Dollars™.


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