This guide explains what to do if you lose or change your device.

• What to do if you lose your smart phone
• How to change your device

Please log in before you send an inquiry, so that we can smoothly confirm your account information. If you cannot log in, please refer to this guide for information on how to log in.

Information to be provided at the time of inquiry
When making an inquiry, please provide the following information.

• Details of your concern
  Please state that you have lost your device.
• The personal information that you registered with Mercari
  If you have changed your name or forgotten your registration information, please include all possible information in your inquiry.
• The email address and mobile phone number you wish to register
• The date and time that the device was lost (including the time of day)

Please prepare both your current device and your new device.

1. On your current device, confirm the information you need in order to log in
   You can check your email address by tapping "Personal information," followed by "Email/Password" on your account page.
   • If your email address is different, please change it in advance. For more details, please refer to this guide.
   • If you do not know your password, please try resetting it.
2. Log in with your new device
   For details on how to log in, please refer to this guide.

• How to Change Your Email or Password
• What to Do if You're Not Receiving Text Messages (SMS)
• How to Verify Your Phone Number
• What to Do if You Cannot Log In