I Received an Email About an Order I Didn’t Place

If you think your account has been hacked or suspect it has been compromised, you should change your password.

To change your Clinch Marketplace account password:

If you use the same password across other online accounts, we recommend changing any other shared passwords that you use online, including the password to the email address associated with your Clinch Marketplace Account.

If you’re unable to access your Clinch Marketplace Account to change your password, contact Clinch Marketplace Support.

The email address on my Clinch Marketplace Account was changed

If your email address has been changed, we’ve emailed you at your old email address with instructions for reverting this change.

If you didn’t make this change, please follow the instructions in that email to restore the original email address on your account and secure your account. We also recommend changing your password.

I have unrecognised credit card charges

Below are a few reasons why you may see unrecognised charges from Clinch Marketplace on your credit card or bank statement:

• Clinch Marketplace is on your statement instead of the vendors you purchased from
• When you place an order on Clinch Marketplace from one of our vendors, Clinch Marketplace is the merchant of record which means you will see a transaction from Clinch Marketplace on your statement. Depending on your location at time of purchase, transactions are processed in one of our two locations, Brooklyn, NY or Dublin, IE.

A family member may have used your card to purchase on Clinch Marketplace

We often find that unrecognised charges may have been placed by a family member, friend or co-worker who may have had your permission to use your card. We suggest reaching out to any family members, friends or co-workers who may have had access to your financial information or to your device.

I received an email about an order I didn’t place or an account I didn’t create

If you received an email from Clinch Marketplace about an order you didn’t place or an account you didn’t create, a few things may have happened:

• Someone may have misspelt their email address when registering for an Clinch Marketplace Account.
• Someone may have created an Clinch Marketplace Account using your email address.
• Someone may have placed an order from a computer where you were signed in to Clinch Marketplace.

I received an error message when trying to sign in and have limited account access

If you try to sign in to your account and you receive the error “Our security team has temporarily limited your access to this account for your protection,” we have temporarily limited access to your Clinch Marketplace Account to prevent your account from being compromised. This doesn’t necessarily mean that your account was hacked, but as a precaution, please reset your password to regain full access to your account.

If you have any trouble receiving the password reset email, check your spam/junk mail folder to make sure the email didn’t end up there.

My order is still processing

Some orders and payments may take longer than the standard 72 hours to process, and this doesn’t mean that there has been fraud in your Clinch Marketplace Account.