Fixing undeliverable addresses

When sending a payment or issuing a card, we use address verification software called LOB to verify the recipient’s address is valid. This data is tied to the United States Postal Service and ensures that cards can be delivered successfully within estimated delivery times and payments are going to legitimate recipients.

If you get an error message that says “That doesn’t seem to be a deliverable address,” there are a couple of things you can check to try and fix the issue yourself.

1. First, verify that the address meets the following criteria.
   1. It only contains Latin characters and no special characters.
   2. It’s a physical address and not a PO box.
   3. Each address line is shorter than 35 characters.
2. Google the address. This sounds basic, but there should be a Google Maps link tied to the address if it’s valid. If you try street view and it’s an empty field, alley, or something similar, you may have an incorrect address and should confirm with the recipient.
3. Try the address directly in LOB. Go to https://www.lob.com/address-verification, scroll down to "Try it Out," and select either the Domestic US or International tabs. Enter the address and click Verify Now.
   1. LOB may automatically correct small errors like street address typos. You can then copy the corrected address back into Mercury.
      
      Since LOB data is tied to the USPS, it sometimes flags newer addresses that may not be in the system yet.
      
4. If nothing else works, contact our Support team. We may be able to override the error, but will need the following information in your email in order to help:
   1. A link to the Google Maps results and/or a copy of the recipient’s wire details with address included (usually a PDF or screenshot).
   2. The full address in this exact format:
      
      Address Line 1 (Street):
      Address Line 2 (Apt/Unit Number):
      City:
      State / Province / Region:
      Zip / Postal Code:
      Country: