Contact the shop or Instagram for help with your order
This only applies to orders purchased in shops on Instagram. Learn how to contact the seller for help when buying in Instagram Direct.
If you have an issue with something you purchased through Meta Pay on Instagram, you can contact the shop or Instagram for help. If you need help with a payment you made using checkout on Instagram, please let us know.
After your first message to the shop, they have 2 business days to reply to your message and resolve the issue. If the shop doesn't reply or resolve the issue within 2 business days, you can contact Instagram.
Get help with your order
Instagram app for Android and iPhone:
  1. Tap profile or your profile picture in the bottom right to go to your profile.
  2. Tap more options in the top right.
  3. Tap Orders and payments.
  4. Tap the order you need help with.
  5. Scroll down and tap Get help with your order.
  6. Select a reason and follow the on-screen instructions.
After reporting your issue, we'll review any messages between you and the shop about this order. You should receive a reply within 48 hours to the email address you entered at checkout. You can check this email address on the order confirmation page.
Buyers who file fraudulent claims are also subject to consequences outlined in our Purchase Protection Policies.
For orders with multiple items, please file a separate claim for each item you need help with.
If you see an unauthorized purchase in your order history, please follow these steps.
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