How to better protect your account

You’ve probably heard this before, but account protection — whether it’s your Mercari account or other online accounts — is really important. Did you know that there are over 15 billion compromised credentials being distributed among global hacker forums, including login names and passwords from 3rd party data leaks? That’s just one of the reasons Mercari’s dedicated Trust & Safety teams work diligently every day to identify and halt unauthorized activity on our marketplace. And we want to make sure you understand how to take steps to protect your account.

Some of our customers have experienced an account takeover. An account takeover occurs when login names (emails), passwords and other credentials are compromised on 3rd party sites and hackers attempt to use them on multiple accounts and platforms. 

Scammers often keep this information for long periods of time and continue to use the information. For example, if you use one login and password on one website account and you use that same login and password on other accounts, if a hacker gets access to the first account, they then can easily gain access to another account. That’s why we strongly encourage anyone who uses Mercari to proactively follow online safety guidelines and review the tips below.

If you experience an account takeover, this can leave you with an unsettling feeling. You may be wondering if there has been a security breach. We want to clarify that Mercari US has NOT had a security breach. If we did, we would be sure to notify you as quickly as possible. 

To better protect your account, here are some top tips:

Keep account passwords updated

• Use a new, unique, strong password: at least 8 characters or more with a mix of letters, numbers, and symbols. Using a unique password for each website/app is safer than reusing the same password multiple times as a leak from one 3rd party can make your account vulnerable on other sites. 
• Reset your password every 6 months. 
• Make sure that your email account also uses a unique, strong password and is updated regularly. You can also use Apple, Facebook or Google single sign-on. This can make your login process faster.

To reset your password,

• Login to your account > Click Profile > Account settings > Edit Account and change your password
• You can also input your account email address here to reset your password
• If you still can’t reset your password, please contact us for assistance with your account.
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Enable 2-step verification and SMS

2-step verification, also known as two-factor (2FA) or multi-factor authentication (MFA), adds an extra layer of security to your account. Every time you log in, we’ll send you an SMS verification code to verify that you’re the one logging in.

To enable 2-step verification:

• First make sure you have a verified phone number on your Mercari account. Then click here or go to your Mercari app > Tap Settings > Account security. 
• Opt-in to 2-Step Verification and other SMS messages by switching the toggle to the “on” position. Note: If your phone number changes, be sure to update your Mercari account with the new number.

Note: If you use single sign on, refer to the Apple, Google or Facebook security pages for information on 2-step verification. Also, some VoIP phone numbers can’t receive texts from a shortcode number.

If you can’t use your phone for 2-step verification or you can't receive a text for some other reason, and you are unable to log in to your account, please contact us through the Help Center. 

Stay vigilant to protect yourself and learn more about keeping your account protected. 

Thank you for trusting Mercari as your online marketplace. We take account security very seriously and your trust and safety is our top priority.  Please contact us if you need any assistance with your account.