FAQs Archive - Page 2 of 4

Q: The recipient failed verification, but my app shows “Recipient Verified.”

If you have multiple transfers of ¥1,000,000 or more to the same recipient and only one of them has completed recipient verification, the app may show the status as “Verified.” However, the remaining transfer(s) must also go through the recipient verification process separately.

Q: I forgot my login password. (For email-registered accounts)

If you registered with email, tap “Forgot Password” at the bottom center of the login screen and enter your registered account. A link to reset your password will be sent to your email address.

Q: When does the exchange rate change?

The exchange rate is determined by a complex set of factors, so it is difficult to provide an exact time for when rates will change. We appreciate your understanding.

Q: How can I top up my wallet?

To top up your wallet, tap the “Top Up” button in the app and transfer your desired amount to the bank account displayed on the screen. You may use any transfer method provided by your bank, such as online banking or a convenience store ATM. The balance will be automatically credited within 10 minutes after the transfer. If you would like faster confirmation, please check the processing time of your transfer method (e.g., ensure it is not scheduled for next-day processing and confirm the transfer hours for convenience store ATMs). *Important Notice for Mitsubishi UFJ Bank Customers: If you have not applied for the “Immediate Transfer Service” in your Mitsubishi UFJ Bank mobile banking, your transfer may be processed on the next business day. For faster wallet top-ups, please apply for the Immediate Transfer Service through your Mitsubishi UFJ Bank mobile banking app. How to apply for the Mitsubishi UFJ Bank Immediate Transfer Service: 👉 Link Detailed guide for wallet top-up: 👉 Link