Contact & support
How to reach MerkatoHQ for help with an order, your account, or a report.
Most questions are answered in these docs, so 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, such as 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, whether 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.