This guide explains what to do if you are not receiving SMS messages.

Please follow the steps below in order.

1. Confirm your current situation
2. Check your phone settings
3. Check that your phone number is correct
4. Troubleshooting
5. Re-verify your phone number

Customers experiencing either of the following situation will not be able to resolve their issue by reading this guide.

Please refer to the linked guide that matches your situation.

• I want to change my phone number
  *Please make sure you are entering the correct phone number
• I cannot log in because an SMS message is sent to a phone number other than the one I am using

There are also situations, depending on your mobile phone contract status or device, where you may not be able to use SMS.

Please contact your mobile phone carrier for more information about the details of your contract.

If none of the above apply to you, please proceed to the next step.

If the issue is"I changed my phone number but still haven't received an SMS message" or "I didn't change my phone number but I still haven't received an SMS message", please check to see if any of the following apply.

• Are your SMS and international SMS reception settings set to "Receive"?
  *You cannot register a number other than the one in the country you are using Mercari in. For example, in the case of Japan, the country code will be "+81"
  *You cannot use a landline phone number
• Check what SMS settings your carrier has (spam message settings, etc.)
  *Please contact your carrier for more information

Please check that the phone number you registered with Mercari is the same as the phone number contracted to your device (the device on which you have confirmed that you are not receiving SMS messages).

How to check the phone number registered to your Mercari account

• On your account page, tap Personal Information and then tap Phone Number
  *Only the last 4 digits of the phone number will be displayed

If the phone numbers do not match, please skip to and try Re-verify your phone number first.

Any of following steps may resolve the issue.

• Restart your device
• Delete unnecessary SMS message data to free up space
• If you are receiving SMS messages over Wi-Fi, switch to a mobile network (4G, 5G)
• Change the app you are using to receive SMS messages to another SMS app
• Update your SMS app to the latest version

Please try to re-verify your phone number by following the steps below.

1. Tap "Receive a call" on the "Phone number verification" screen.
2. A pop-up will appear saying "We will notify you of your verification number by voice call", so tap "Receive by voice call".
3. Enter the verification number you received to verify your phone number.