Contact & support
How to reach MerkatoHQ for help with an order, your account, or a report.
Most questions are answered in these docs — start with the FAQ. When you need a person, here’s how to reach us.
The fastest path for common issues
- A problem with a specific order (not received, not as described): don’t confirm receipt — open a dispute from the order. That routes it straight to the team who can act on it. Refunds & disputes →
- A rule-breaking listing or user: use the report option on the listing or conversation. Reporting & moderation →
- Account security concern (you suspect unauthorised access): sign out other sessions and review your security settings right away.
Using the in-app dispute and report tools is faster than email, because they carry the order and account context with them.
Contacting support directly
For anything else — billing questions, account help, or a problem the tools above don’t cover — reach the MerkatoHQ support team:
- In-app: open the Help or Support option in your account.
- Email: support@merkatohq.com
MerkatoHQ will never ask for your password, one-time codes, or full card number — by email, message, or phone. If someone claiming to be MerkatoHQ does, it’s a scam; don’t respond and report it.
When you write in
To get a fast, useful answer, include:
- The order reference if it’s about a purchase or sale.
- A clear description of the problem and what you expected.
- Screenshots if they help show the issue.
Legal & privacy requests
For data-protection requests (access, export, erasure) you can self-serve under Settings → Security & data — see Privacy Policy. For formal legal notices, see the contact details in the Terms of Service.