What to Do if Your Account Is Restricted
If you see the following message and can’t use Mercari after signing up, please contact our Help Center with the required information via the contact form.
This function is not available
- Usage restrictions have been applied to functions such as making purchases, liking items, and editing your profile and personal information. Please see the Mercari guides.
*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
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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.
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Passport image
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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
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An image of the page in your passport showing your name, date of birth, photograph, and passport number is required.
Notes on submitting a passport image
- The information you submit must be from a valid, in-date passport.
- Take a photo of the entire information page in your passport without covering any sections, including passport number. If the image is unclear, we may ask you to submit it again.
*The original text of this guide is in Japanese. If there is any discrepancy between the content of this guide and the Japanese original, the Japanese version is considered the official version. You can view the Japanese version via the display language button on this page