Frequently Asked Questions about New York State Medicaid Programs

(Please also see general Mercato FAQs for issues not specific to Medicaid Programs)

General Questions

What is Mercato?

Mercato is your easy way to order groceries online while still shopping local. We connect you with neighborhood markets and specialty shops so you can get fresh, quality food delivered right to your door.

How do Medicaid Programs work?

Some social care networks across New York State are able to provide enhanced services to their Medicaid members. If you qualify for the Medically Tailored or Nutritionally Appropriate Food Prescriptions—this means you can elect weekly grocery box or grocery credits through Mercato.

Here’s how it works: if you’re eligible, your care coordinator will connect you to Mercato. Once you set up your account and confirm you’d like to receive these benefits, you’ll be ready to shop online each week using your Mercato credits.

 

Account Questions

How do I initiate my SIPPS services? 

“Just activate your account using the same email you gave your care coordinator. Stuck or need to switch your email? No worries—our friendly Support team is here to help.

How do I sign into my Program account? 

Already activated? Awesome! Just click here to sign in and get shopping.

How do I change my Credits Program email address?

Easy — just reach out to our friendly Support team via chat, email, or phone, and we’ll update it for you in no time.

 

Credits Questions

When are my weekly credits deposited?

Your credits arrive automatically once a week, on the same weekday you first activated your account. That way, you’ll always know when to expect them.

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

Unused credits don’t roll over. Instead, if there are any left at the end of the week, we’ll automatically send you a grocery box to make sure you still get food on your table.

Shopping Questions

Can I shop anywhere in NYC with my credits?

You can shop at any participating New York State store that delivers to your address. If a store is outside your delivery area, pickup may also be an option.

What kind of foods can I order?

Eligible grocery items will have the icon below. You can use your credits on any item with this symbol:

Orders and Billing

How do I place an order using credits? 

Here's how to ship with Mercato: 

1. Go to www.mercato.com and sign into your account
2. Enter your ZIP code
3. Choose your eligible store
4. Start Shopping for items with the Medicaid icon

Tip: Some stores also accept EBT/SNAP. You can add your card for those purchases. If you’d like to buy items that aren’t covered, just add a payment method (credit/debit card, PayPal, or Venmo).
 

Want a walkthrough? Watch this video for a step-by-step guide to:

• Finding stores in your area
• Adding items to your cart
• Reviewing and updating your cart

• Checking out with Mercato credits

   

Can I pick up my order?

Yes!. Just select Pick-Up when placing your order. 

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

First, check your final bill. If the item shows as $0.00 or marked “canceled,” it was likely out of stock and you weren’t charged.

If you were charged for a missing, damaged, or expired item, click here. Be sure to upload a photo if the item is damaged or expired. Our team will get back to you within 48 hours.

What if I'm owed a refund? How long will it take?

If you used credits, the refunded amount will go right back into your account once processed. If you didn’t use credits, the refund will hit your card in 5-7 business days.

What payment options can I use?

Most participants use only their program credits for eligible groceries. But you can also pay with an EBT card, debit card, credit card, PayPal, or Venmo if you’d like to buy other items. No credit card is required to place an order.

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. Confirm by clicking Yes.

Troubleshooting

Why can’t I see my credits at checkout? 

A few things might be happening:

• Your cart doesn’t include items eligible for credits.
• You’re shopping at a store that’s not included in the program.
• You haven’t selected a delivery or pickup time yet.

Double-check these details and try again— reach out to Support if you’re still having trouble.