Frequently Asked Questions about the United Way of New York City’s Connect2Food Program

(Please also see general Mercato FAQs for issues not specific to the Connect2Food Program)

General Questions

What is Mercato?

Mercato is an online grocery ordering and delivery company that connects you to local merchants. 

What is the United Way of New York City’s Connect2Food Program? 

The United Way of New York City’s Connect2Food Program gives you $80 in Fruit + Veggie credits each month for 3 months to shop online. You can use these credits along with your EBT card, credit card, or debit card for all of your other grocery needs.

Account Questions

How do I activate my Mercato Groceries account? 

To activate your Connect2Food account, click here. Your account is linked to the email address you gave to the team when enrolling in the program. You must use this email address when activating your account. If you need help with your email or want to change it, please call our support team. 

How do I sign into my Program account? 

After you have activated your Mercato groceries account, click here to sign in.

How do I change my  Credits Program email address?

Reach out to Mercato Support via chat, email, or phone.

Credits Questions

When are my monthly credits deposited?

Credits are deposited in your account the first business day of the month.

What if I don’t use all of my credits by the end of the month?

Any unused credits will roll over into the next month.

Shopping Questions

Can I shop anywhere in NYC with my credits?

Participants can shop at any store that delivers to their location. Pick up is also available for stores outside of your delivery radius.

What kind of foods can I order?

You can use your credits to purchase fresh fruits and veggies. Items that are eligible will have a Connect2Food icon:

Orders and Billing

How do I place an order using credits? 

Please follow the steps below to place an order with Mercato: 

1. Visit www.mercato.com and sign into your account
2. Enter your ZIP code
3. Choose your eligible merchant from the top carousel 
4. Start Shopping

Credits can be used to purchase fresh fruits and vegetables only. Some merchants accept EBT/SNAP so be sure to add your card to cover other items in your cart. If you want to purchase other non-SNAP eligible items, a default payment method will be required (credit, debit, Paypal, Venmo). 

Watch this video to learn more about placing an order using your credits including:

• How to search for stores in your area on Mercato
• How to search specific items and add them to your cart
• How to view and make changes to your cart
• How to pay using Mercato credits

Can I pick up my order?

Yes. Select Pick-Up when placing your order. 

What if I have a damaged, missing, or expired item in my order?

If an item from your order is damaged, missing or expired, please check the final bill to confirm you were charged. If the final bill shows $0.00 for the item, or if it is marked as canceled, the product was likely out of stock and canceled by the store. If you were charged for a missing, damaged, or expired item, click here to request a refund. You will receive a response within 48 hours. 

Note: you must submit a photo as proof of damaged, expired, and incorrect items as part of your refund request.

How long will it take to refund my credits?

If program credits were used for the purchase, the credits will be refunded to your account as soon as the refund is processed. 

What payment options can I use?

Most participants choose to only use their program credits when purchasing eligible items, but participants may use their EBT card, debit card, credit card, Venmo, and Paypal as well. You do not need a credit card to place an order.

Connect2Food Program credits can be used to purchase fresh fruits and vegetables only. If you want to purchase other items, a credit or debit card is required. Mercato also accepts all major credit cards. 

How can I remove my credit/debit card from my account?

Follow the steps below to remove your credit/debit card from your Groceries to Go account: 

1. Log into your account
2. Go to Payment Info
3. Click on the three dots next to the card you would like to delete, then click Delete
4. Click Yes to delete and confirm.

Troubleshooting

Why can’t I see my credits at checkout? 

There are several reasons why you might not be able to see your credits including: 

• No eligible items in your basket are eligible for credit use. Remember, your program credits can be used to purchase fruits and vegetables. 
• You are shopping at a store that is not included in the program. 
• Delivery or pick-up date and time are not selected.   

Why are more credits being charged than what I see in the purchase total?

Temporary holds on credits may cause an order total to exceed your credit balance. There are two reasons for temporary holds:

• If you buy weighted items, such as produce or meat, for example, there will be a temporary hold on some of your credits in case the items weigh more than expected. While you will only be charged for the actual weight of items you purchase, the hold makes sure there are credits available to pay for the overage.
• If you choose to replace out of stock items (using the checkbox on the checkout page), there will be a $10 temporary hold in case replacement items are more expensive.