If the procedures above do not work:
Contact our member services desk.
We will need to verify your identity when you contact us. Please contact us
here
You must enter all required items to make an inquiry. Thank you for your understanding.
Please be aware that it may take us several days to reply to your inquiry.
Our business hours are weekdays 11:00~18:00 Japan time (JST). We are closed on weekends and holidays.
I am sure my Plus member ID and password are correct, but I can't log in.
There are several possible reasons you are unable to log in.
If a message has displayed reading, "The password and Plus member ID or email address do not match."
1. Please enter only half-width Roman alphanumerics. (Full-width characters will prompt an error.)
2. Characters are case-sensitive and incorrect case entry will prompt an error. Please be careful to enter
the
correct cases.
3. Inclusion of spaces will prompt an error. Please delete any excess spaces.
4. There may be an input error (please double-check that you have entered the information
correctly).
*If you have an Plus member ID, it will be a 12 or 13-digit ID starting with the letter "E" (E10000000000).
Double-check that you have entered the "E" at the beginning of your ID. (The "E" is a half-width
character.)
There may have an error caused by loading old data (cache).
Please try deleting your cache.
If you are sent back to the login screen after you log in:
Check the cookie settings for the browser you are using.
*Please refer to the manual for the browser you use for details about managing settings.
Account Settings
I can't change my registered email address.
Please verify the following.
If you entered a new email address and received an error message saying, "The email address in invalid"
Did you enter the email address correctly?
If you do not receive a reply email at the email address you registered to receive confirmation
Was the confirmation email blocked by your email settings?
Or
Was the confirmation email automatically filtered into your spam folder?
Please check your email settings.
*If you are not sure how to check or change your receiving settings, please contact your cellular
carriers.
I want to correct my personal information that I have entered.
To change your personal information, login My Page and make the changes via "Check/Edit Registration
Details."
Procedure to change your personal information.
Login My
Page
Go to [Check/Edit Registration Details]
Please note the following.
Surname changes cannot be made by customers themselves. Contact us via email
Please bear in mind that we cannot accept your changes if you do not provide the required items.
*Please be aware that changes may take a few days. We appreciate your understanding.
*Our business hours are weekdays from 11:00 to 18:00 (JST). Closed on weekends and holidays.
*If you use multiple services with the same Plus member ID, then you can request changes on only one
service,
and that information will also be changed on the others that you use.
There is no need to contact the other service that you use.
2. Log in with the Plus member ID (email address) used for purchasing tickets and your password.
After you log in, a list of your tickets will display under Ticket List.
3. Tap the tickets you want to view from your Ticket list.
Your E-ticket will be displayed.
Can I use E-ticket on a tablet device?
E-ticket is available for use on smartphones.
I don't have a smartphone. Can I still use the service?
To use E-tickets, the following conditions must be met:
▼Internet connection capability
▼A smartphone capable of receiving SMS
▼Device with the following supported OS:
■iPhone Supported Devices: iOS 15.0 or higher
*SMS functionality required
■Android Supported Devices: Android 9 (API 28) or higher
*SMS functionality required 64-bit CPU (arm64-v8a) compatible devices
*Devices operating in some 32-bit environments are not supported.
Supported OS versions are subject to change due to app updates and improvements. Thank you for your
understanding.
We recommend updating to the latest OS version.
Please note that even if the above conditions are met, the following devices are not supported:
▼Unsupported devices (including some smartphones)
・Feature phones (Galapagos phones)
・Garaho (Hybrid feature phones)
・Tablet devices (Devices that cannot use SMS)
・iPod touch
・Raku-Raku Smartphones (Models released before 2014 that do not support Google Play)
・Devices that do not support "Google Play" or the "App Store" (Simple smartphones, Garaho, Kids/Junior
smartphones, etc.)
*To prevent unauthorized use, the E-ticket App cannot be used on multiple smartphones. (Limited to one ID
and one device per person.)
How do I know if my device is supported by the E-ticket App?
Supported devices
Smartphones with a registered phone number and internet capability.
Smartphones capable of receiving SMS.
[Supported Operating Systems]
iPhone devices: iOS 15.0 or higher
Android devices: Android OS 9.0 or higher
*Tablet devices and iPod Touch devices are not E-ticket compatible.
*Some devices may not be compatible even they meet the OS requirements above.
What should I do if I change devices?
Please verify your identity on your new smartphone and complete the device change procedure.
1. Install E-ticket App in your new smartphone.
2. Log in with your Plus member ID, verify your identitiy and SMS verification.
Please be aware that if you surpass the limit for allowed device changes, you will have to follow a
prescribed
procedure,and the conditions of your use may be reviewed.
Device change limits
・User device change and app reinstall: up to twice monthly
・Registered phone number change: up to twice annually
SMS Verification
How do I register mobile phone number for verification?
Your phone number should be entered after you log into the E-ticket App.
A short message with verification numbers will be sent to the phone number you enter.
Enter them on the SMS verification screen in the app to complete registration and login of your phone
number.
If you have used the app before, you can continue to use it without registering your phone number until you
change your device or reinstall the app.
I entered my phone number for SMS verification, but I did not receive SMS message.
Please verify the following.
・Is the phone number correct?
・Can your device receive SMS messages?
・Is SMS message receiving enabled in your settings?
・Does your device reject SMS messages from unknown or foreign numbers?
If you have verified the following and still cannot perform SMS verification, please check the items
below.
・Please wait a while and try again (our server may be busy).
・Reload your SMS verification screen.
・Try removing and reinserting your SIM card (if the card is removable).
・Try changing your phone settings to allow unknown and foreign numbers.
*For details on how to change your receive settings, contact your SMS service provider.
If the issue is not resolved by any of the above means, try reinstalling the E-ticket App.
Distributing & Claiming
How do I distribute E-tickets?
1. Open the app and select the ticket you want to send from the Ticket List screen.
2. Tap the 'Give Tickets' button on the screen.
*The button will not appear on the screen if the tickets cannot be sent.
3. Select the tickets you want to send and tap 'Select Transfer Method.'
4. Select a delivery method. Delivery via e-mail, LINE, or QR code are available.
5. Select the address, and send without changing the URL to claim the ticket.
*If the expiration date for claiming the tickets has passed, the delivery will be canceled and the claim URL
will be invalidated.
Once the URL is invalidated, resume the delivery process from the beginning.
Distribution allowance and periods may differ depending on the tickets purchased.
First, go to the Purchased Tickets page or the initial ticket info email you to check the distribution
conditions for your tickets.
1. Go to the ticket claim URL that was sent to you.
2. Verify the ticket details, and tap the [Claim Tickets] button.
*If you do not have an Plus member ID (email address), or do not have the app installed, please register for
membership and install the app according to the instructions for how to claim your tickets.
3. Log in and complete the claim procedures displayed on the ticket screen.
I am not able to go to a performance or event with an E-ticket I got through sharing.
Tickets received through sharing can be returned to the original ticket owner.
Tap the "Return Ticket" button on the ticket screen to return the ticket.
Tickets cannot be redistributed directly to another party. Please redistribute them only after returning
them to
the original ticket owner.
My name is not displayed on my E-tickets.
If your E-ticket display, but your name does not, there is no name registered for the Plus member ID logged
into
the E-ticket App.
Please follow the procedure below to register.
2. Once you are logged in, go to [My Page] and proceed to Check/Edit Registration Details. Select [Edit] in
the
lower part of Member Information.
3. Enter the required information and go to [Save Changes].
4. After your changes are saved, check your E-ticket again.
If you see under "Required Customer Information" in the member registration information at My PageTOP, tap
the
[Register] button to go to the registration screen.
[Important]
You will not be able to change your name once you register. Please exercise caution.
Applications & Drawings
[Applications] Can I verify the details of my order?
You can review the details under "Ticket Application History" on My Page.
We will also send you an order confirmation email.
[Applications] I can't submit my entry (no response when I push the button).
If you are using an Android smartphone, your browser may prevent you from submitting your entry or the
submit
button from responding.
In that case, please try changing your web browser to Google Chrome.
[Drawings] I didn't receive an email about the results of the drawing.
If the winner announcement date has passed and you have not received an email, you can always view the
results
of drawings in Ticket Application History on My Page within the announcement and payment period for each
receipt.
The email may be blocked by your email service's anti-spam software.
Payments
What forms of payment do you accept?
You may choose from the payment methods below.
・Credit card (VISA, MASTER, JCB, AMEX, Diners)
・PayPal
・China UnionPay
You can make sure details on application page.
The payment method I selected is not displayed on My Page.
Payment methods are displayed only on the applicant's My Page.
Information regarding ticket payment will be displayed in the "Ticket Application History" section of the
applicant's My Page.
This information will not be displayed on the My Page of accompanying persons.
If multiple tickets are applied for, the applicant must pay for all tickets together.
If you applied using a credit card, payment will be charged to the credit card you entered at the time of
application as soon as you are selected.
Payment has been made before lottery results announcement.
In case you choose to pay with a credit card when applying for tickets, we check your credit card's
validity.
For that reason, depending on your credit card company, there may be cases when you will receive a guidance
email.
The card charge will not go through until after we have announced the successful applicants.
Your card will be charged only if you win tickets.
[Debit card]
After you won the tickets, previous charge would be canceled once and charge for your tickets you win
again.
It will take any time until you find that on your credit card statement.
Others
I live outside Japan, can I join a "Ticketplus trade premium members"?
"Ticketplus trade premium members" is provided only for Japan, not available for the oveseas customers who
residing in other than Japan.
I can't send Inquiry Form.
Make sure followings.
Try to contact via other web browser.(Safari, Google Chrome).
Check "Allow cookies".
If checking does not resolve the issue, please contact here. Contact us via email
If you have questions not covered by these FAQ
*Business hours for our service desk are weekdays 11:00~18:00 (JST). We are closed on weekends and
holidays.
For inquiries not resolved by reading through our FAQ, please tap the "Inquiry Form" button below and submit
your inquiry.
How can I unregister my Plus member ID?
Log into your My
Page
Go to [Procedure to unregister] > [Unregister]
If you do not know your Plus member ID and password, please see the following FAQ.