Debit/credit card was rejected
Your debit or credit card may have been rejected if the information entered was incorrect or incomplete, there is not enough balance in your account, or your bank is blocking the transaction.
Double-check your available balance and make sure that the cardholder name, billing address, zip code and card security code* you entered are accurate. If that all checks out, contact your bank to confirm the purchase or try using PayPal or a different card. Still having issues? Contact us below.
* The card security code (CVV) is located on the back of MasterCard, Visa, Discover, Diners Club, and JCB cards, and is located on the front of American Express.
Gift/prepaid card was rejected
Your gift card or prepaid card may have been rejected if you do not have enough balance on your card, or the billing information you entered does not match the card.
If you already double-checked your balance, register your card with the issuing bank to make sure your billing addresses match. There should be a web address or phone number on the back of the card to direct you.
PayPal payment was rejected
Your PayPal payment may have been rejected if the email address you use for Mercari is not registered with PayPal, you have entered an incorrect PayPal password, you do not have enough balance/credit in your PayPal–linked payment accounts, or PayPal is blocking the transaction.
If you already double-checked your email address, password and balance/credit limit, please contact PayPal directly.
Flagged for multiple accounts
Your payment may also fail if your credit card, bank account or address is linked to multiple Mercari accounts, which violates our risk policy.
Please note:
- Mercari accounts are limited to one per person.
- Mercari accounts are limited to one per address.
- Each Mercari account must have unique payment information.
- The name associated with the payment information must match the name on the Mercari account. Family members may not share methods of payment.
If you forgot your login for one account and created a second one, please contact us below with the email addresses for both accounts. We’ll help you consolidate them.
If you let a family member use your account and it’s temporarily suspended, please contact us below to validate accounts for each family member.