Having trouble logging in? We’re here to help! Follow these steps to recover your account, so you can get back to buying and selling on Mercari.

Reset your password

The first step if you’re unable to log in is to reset your password, which can be done on the following page: https://www.mercari.com/password/reset/start/

Simply enter the email address associated with your account, and the instructions to reset your password will be sent to your email inbox. Once you’ve reset your password, log in using your email address and new password by going to Mercari > Log in.

Are you currently traveling outside of the US?

Mercari can only be accessed from within the United States. If you are outside the country, you will not be able to log in until you return.

Disable any VPNs you may have enabled

VPNs (Virtual Private Networks) work to make your connection more anonymous and secure. However they also can make your connection appear as though it is coming from outside the United States which will cause your login attempt to be blocked.

If you are having trouble logging in when your VPN is enabled, try disabling it to see if you are then able to log in.

Try logging in using a different Wi-Fi network or cellular data

Certain network settings may prevent you from logging in, such as a firewall or network-wide VPN. If you are only having difficulty logging in on one specific network, this is most likely the cause.

If it’s your home network that is not letting you log in, you may be able to reach out to your ISP for assistance regarding your network settings. If it’s a shared network, you may need to either contact your network administrator. As a temporary workaround, you can try connecting to a different network.

Disable browser extensions or try logging in with a different browser (Website Only)

If you are having difficulty specifically logging into the Mercari website, you may have a browser extension or setting that is preventing your login attempt.

You can start by disabling your browser’s add ons or extensions, then attempting to log in. If that’s successful, you’ll want to enable them one at a time until you find the one that is interfering with your ability to log in.

If that doesn’t work or if you don’t have any extensions, try an alternative browser. This will let you see if the issue is specific to your browser and also provide a potential solution if it works there. Some browsers you might try include Safari, Edge, Chrome, and Firefox.