FAQs Archive - Page 3 of 4

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

Q: It says my ID is expired.

If your ID has expired, you will need to complete re-verification. The required documents may vary depending on the expired ID, so please follow the instructions in the app and submit the necessary documents. Without re-verification, international remittance is not available. Once your re-verification is approved, you may proceed with international remittance, or you can use the wallet refund feature for any previously charged amount. During re-verification, please ensure that all required information, such as your English name, Katakana name, postal code, and address, is entered correctly without any omissions.

Q: I forgot my login ID.

On the login screen, tap “Find Account” at the bottom center and complete phone verification. Your registered account information will then be provided.

Q: I waited an hour, but my top-up hasn’t gone through.

There are several reasons why a wallet top-up may be delayed: 1. Transfers made during bank maintenance hours will be processed on the next business day. *Maintenance hours: daily 2:00 AM – 4:00 AM, and Sunday 7:00 PM – Monday 8:00 AM 2. Incorrect wallet number entry may result in the top-up being credited to another customer’s account. If your deposit record does not match your wallet number, please contact our customer support immediately. 3. Transfers from Mitsubishi UFJ Bank without the Immediate Transfer Service will be credited on the next business day. How to apply for the Mitsubishi UFJ Bank Immediate Transfer Service: 👉 Link 4.Transfers from banks that do not process deposits instantly In Japan, bank systems may display a transfer as “instant,” but the actual processing time can differ. On average, it takes about 10 minutes for the transfer to reach our bank. Some banks may take longer. If your top-up has not been credited after this time, please contact our customer support, and we can help verify whether the deposit has arrived at our bank. If the funds have not arrived, the top-up cannot be completed, and you will need to contact your bank directly for assistance.

Q: Can I change the bank or account name of my wallet account?

The wallet account is not a personal bank account that you register or link yourself. It is a unique virtual deposit account issued specifically for you for wallet top-ups. Therefore, the bank and account name cannot be changed. When topping up your wallet, simply use the wallet account number shown in the app. The financial institution you use to make the transfer can be any bank of your choice.