If you are unable to use certain features of Mercari after registering, it is possible that usage restrictions have been applied to your account. In such cases, we ask you to please fill out the required information in the inquiry form at the bottom of the page to contact us.

*In order to remove the usage restrictions, you will need to submit an image of your passport. Please note that we only accept passports from either Japan or the country/region you registered in. Thank you for your understanding

Information required when contacting our Help Center

• Account name
• Registered email address
• Registered date of birth
• If the information you used for signing up differs from your actual personal information: provide the reason
  • ex.) I signed up using a nickname, etc.
• Passport image
  • An image of the page in your passport showing your name, date of birth, photograph, and passport number is required.
    *The passport must be either Japanese or from the country/region you registered in

Important notes for submitting a passport image

• Please submit an image of the original passport within its validity period, taken directly with a smartphone or similar camera.
• Ensure that the entire relevant page is clearly visible in the image, without concealing information such as the passport number.
• Copies, scans, screenshots, or edited images will not be accepted.
• If the image is unclear, you may be asked to resubmit it.

Acceptable examples of passport image submissions

*The entire passport must be visible, and the information must be clearly legible.

Unacceptable examples of passport image submissions

*Items that are cut off, blurry, reflective, or masked/edited.