Q&A FAQ
Frequently Asked Questions
- My reservation is not displayed in the reservation list
- Even though points/coupons were used, the amount was paid without the discount applied/ Refund of points/coupons
- Regarding refunds in the event of price changes, cancellations, or cancellations after online or deferred payment (Paidy) payments
- I made a reservation but haven't received an email
- I want you to issue a receipt
- About Activity Japan Support Center business hours
About member registration and login
- I can't log in
- Forgot Password
- I want to change my registered membership information (email address, password, etc.)
- I want to cancel my membership
- What is a point?
About new reservations
- I made a reservation but haven't received an email
- I want to make a phone reservation
- I want to ask questions or make inquiries about the plan before making a reservation
- Is it possible to wait for cancellations?
- I used points/coupons but no discount was applied
- About using coupons
- My reservation isn't showing up in my reservation list
After the reservation is completed
- I want to confirm my reservation details
- I want to cancel my reservation
- I want to ask a question to the operator about the activity I booked
- I want to change my reservation
- On the day of the event, I don't know where to meet. I'm going to be late.
- I want a receipt issued
- I want to post a review after participating
About online payments and deferred payment (Paidy)
- What payment methods can I choose when paying online or later?
- Regarding refunds in the event of price changes, cancellations, or cancellations after online or deferred payment (Paidy) payments
- Even though I used points/coupons, the amount I paid was not discounted.
- An error occurred when making a payment with a credit card
- After entering your credit card information, you will be asked for your ID and password.
- About the timing of credit card payment processing
- I entered the payment information using my credit card, but it was withdrawn even though the reservation was not completed.
About Online Experience Tours
- What is an online experience tour?
- How to participate?
- How long does it take?
- What are the payment methods?
- Can I change my reservation?
- I want to cancel my reservation
- How will I get a refund in case of cancellation or cancellation?
About the offer
- What are offers?
- Is the information I provide when making an offer protected?
- I've received a lot of suggestions, but do I have to book all of them?
- Can I be sure to make a reservation for the plan proposed by the tour operator?
Other
Frequently Asked Questions
My reservation is not displayed in the reservation list
Even though points/coupons were used, the amount was paid without the discount applied/ Refund of points/coupons
Regarding refunds in the event of price changes, cancellations, or cancellations after online or deferred payment (Paidy) payments
I made a reservation but haven't received an email
I want you to issue a receipt
About Activity Japan Support Center business hours
About member registration and login
I can't log in
◆ Log in with your email address:
⇒You will need an email address and password. Please make sure you have entered the correct information.
◆ Log in with your Facebook or Twitter account:
⇒If you have multiple Facebook or Twitter accounts, please make sure that the account you are trying to log in with is the same account you used when registering as an Activity Japan member.
◆ Log in with your Amazon account
⇒If the account is not an Amazon account issued in Japan, it cannot be used to log in.
Forgot Password
If you registered as a member with your email address:
If you have forgotten your password, please follow the steps below to have your password reissued.
Login screen > Check ""Personal information handling"" > Log in > Check ""Personal information handling"" > Forgot your password? > Reissue password.
I want to change my registered membership information (email address, password, etc.)
Go to ""My Page"" > ""Member Registration Information"" > ""Change""
and enter the information you want to change and press the ""Change to the above information"" button.
*Click here for My Page.
I want to cancel my membership
Go to ""My Page"" > ""Member Registration Information""
and click on the ""Cancel Membership Here"" link. Click the ""Cancel Membership"" button on the cancellation confirmation screen to complete your cancellation.
*You will not be able to cancel your membership if you have any tentative or confirmed reservations.
*Any points you have will be forfeited when you cancel your membership.
*You will not be able to view past reservation information, messages, etc. after canceling your membership.
What is a point?
Activity Japan points are points that can be used only at Activity Japan for 1 point = 1 yen.
You can earn temporary points by making an online reservation on the Activity Japan website.
Points will be awarded after the 10th of the following month after the date of the eligible reservation.
The accumulated points can be used at the time of booking in 1-point units.
About new reservations
I made a reservation but haven't received an email
One of the following may be the cause.
◆The email address you entered is incorrect
⇒ Please re-enter the correct email address and register as a new member.
◆You do not have permission to receive emails from ""@activityjapan.com""
⇒ Please change your settings and register as a new member again.
*You may receive emails in folders other than your inbox, such as spam folders. Please check just to be sure.
Note:
Email addresses that fit the following criteria cannot be used, so please prepare a new email address.
・Email addresses with a period (.) immediately before the @: xxxx.@xxxxxx
・Email addresses with consecutive periods (.), (-), and (_): xx..xx@xxxxxx
・Email addresses that use symbols other than ""."", ""-"", and ""_"": xxx?xxx!xxx@xxxxx
・Email addresses that use characters other than half-width alphanumeric characters: ActivityJapan@xxxxx
・Email addresses with 64 or more characters before (to the left of) the @.
・Email addresses with 256 or more characters.
I want to make a phone reservation
Unfortunately, we do not accept reservations over the phone.
Please make your reservation through our website.
I want to ask questions or make inquiries about the plan before making a reservation
Click on ""Ask a question about this plan"" on each plan page or on the chat icon and enter your question.
The tour operator will respond directly.
Please note that the tour operator may decide to make the content of your question and the response public on the website.
Is it possible to wait for cancellations?
Activity Japan does not accept reservations on a waiting list for cancellations.
I used points/coupons but no discount was applied
Please check the section about using points, using coupons, and coupon discounts on the ""Confirm or cancel reservation details here"" screen in the ""Reservation List"" section of your My Page.
If you do not enter the information correctly when making a reservation, points and coupons will not be applied.
Some plans cannot be used with points or coupons.
Furthermore, if you pay by credit card, the payment will be completed at the pre-discount amount, and the points or coupon discount amount may be refunded at a later date.
About using coupons
Even if the amount is less than the face value of the coupon, it can only be applied once and no change will be given. Only one coupon can be used per reservation.
My reservation isn't showing up in my reservation list
There are several possible reasons why your reservation may not appear in the reservation list even though you have made a reservation.
◆Duplicate account
If you have a registered account other than the account you are logged in with when your reservation does not appear in the list, your reservation will not be reflected in the list because you are logged in with an account that is not linked to the reservation.
As a login method, you can currently log in to Activity Japan using the following procedure.
・If you log in with your email address
or LINE/Facebook/Google
email and your reservation is not displayed, please check whether you logged in with LINE/Facebook/Google and made the reservation, or if you log in with LINE/Facebook/Google and your reservation is not displayed, please check whether you made the reservation with your email address.
◆Payment error
There may be cases where the payment is not linked to the reservation for some reason, such as if you erased the page during the payment or due to network communication.
Payments that are not linked to reservations will be automatically refunded after a certain period of time, but please contact us with the information below.
・Payment date and time (Japan time): Example: 2023/10/20 14:28
・Payment method: Example: Card, Amazon Pay, Paypay
・Payment amount: Example: 12,000 yen
・Payment number/payment ID: This is required for PayPay payment. If you know other payment methods, please enter them.
Contact us here
*If you know your reservation number, your reservation and payment are linked.
◆Duplicate member registration
If you know your reservation number and your login method is correct, the same account may be registered twice. We apologize for the inconvenience, but please contact us using the inquiry form below, stating your reservation number.
Contact us here
After the reservation is completed
I want to confirm my reservation details
You can check your reservation details from My Page.
*My Page is here.
I want to cancel my reservation
[For tentative reservations/guaranteed reservations]
You can apply for cancellation from the cancellation form that appears when you click
""Check/cancel reservation details"" from the reservation list on My Page > click the ""Cancel reservation"" button on the reservation details screen.
*No cancellation fee will be charged for cancellations of [tentative reservations/guaranteed reservations].
[For confirmed reservations]
You can apply for cancellation from the cancellation form that appears when you click ""Check/cancel reservation details"" from the reservation list on My Page > click the ""Cancel reservation"" button on the reservation details screen.
*The procedure is the same, but if you cancel a [confirmed reservation], you may be charged a cancellation fee as stated in the cancellation policy.
*Depending on the operator, you may need to contact them by phone.
*If your cancellation is not approved (you do not receive a notification email), please contact the operator.
*My Page is here.
I want to ask a question to the operator about the activity I booked
Go to ""Reservation List"" on My Page and click ""Ask a question via message"" then press the ""Send message"" button to display an input form.
If you would like to inquire by phone, you can also call the operator by clicking ""Ask a question by phone"" on My Page.
*You can access My Page here.
I want to change my reservation
If you wish to change your reservation details, please contact the operator directly.
Go to ""Reservation List"" on My Page and click ""Ask a question via message"" then press the ""Send message"" button to display an input form.
If you would prefer to inquire by phone, you can also call the operator by clicking ""Ask a question by phone"" on My Page.
*You can find My Page here.
On the day of the event, I don't know where to meet. I'm going to be late.
Please contact the operator directly by phone. The operator's phone number can be found on the ""View operator information"" screen in the reservation details on My Page, or in the confirmation email.
*My Page is here.
I want a receipt issued
If you choose to pay on site or pay by the operator, please contact the operator directly.
If you pay online, Activity Japan will issue the receipt and send it to you by email.
Please contact us using the ""Contact Us"" form and provide the following information.
・Reservation number
・Amount
・Receipt name
・Delivery email address
*Please note that receipts will be issued in Japanese.
I want to post a review after participating
You can write a review from My Page or the page of the activity's operator.
You must log in (register as a member) to write a review.
*My Page is here.
About online payments and deferred payment (Paidy)
What payment methods can I choose when paying online or later?
*Credit card payments: VISA, MasterCard, JCB, Diners, AMERICAN EXPRESS (AMEX) and their affiliated cards are accepted.
Regarding refunds in the event of price changes, cancellations, or cancellations after online or deferred payment (Paidy) payments
If your reservation becomes a "tentative cancellation," "free cancellation," "declined," or "cancelled" after online payment or deferred payment, a refund will be processed.
If the price is reduced due to a change in the number of people or tour content, the refund will be processed after the activity has been completed (after the reservation status has changed to "Visit").
If the price increases due to changes in the number of people or tour contents, the original payment will be refunded and you will receive an email requesting you to make a new payment for the new amount. Please make the payment by the deadline.
(example)
・If a 10,000 yen activity becomes 7,500 yen for some reason → you will be automatically refunded after participating in the activity (after your status changes to Visited). ・If a 10,000 yen activity becomes 12,000 yen due to an increase in the number of people, etc. → the 10,000 yen payment will be refunded immediately. You will receive an email notifying you of the payment for 12,000 yen.
The actual timing of your refund (when it will be reflected on your statement) will vary depending on your payment method, the timing of your reservation, and the timing of your cancellation.
Refunds may be made the month after the tour or the month after that.
The closing date, withdrawal date, and refund time vary depending on the payment method.
For more information, please contact your payment method (credit card, AmazonPay, PayPal, PayPay) directly.
Even though I used points/coupons, the amount I paid was not discounted.
When paying online, points and coupon discounts will be automatically refunded after the activity has been carried out (after the reservation status changes to "Visited").
Depending on the payment method you use, the discounted amount may be refunded after the reservation amount has been confirmed.
For details on refund timing, please contact the payment method used (credit card, AmazonPay, PayPal, PayPay).
*Points and coupon discounts are only applicable to the operation of the activity and cannot be applied to cancellation fees.
An error occurred when making a payment with a credit card
There may be an error in the information you entered, or your card's terms and conditions may limit use.
For more information, please contact your card company directly.
After entering your credit card information, you will be asked for your ID and password.
Activity Japan uses a service called ""3D Secure"" to authenticate the identity of the card company and the customer.
If the card you are using supports ""3D Secure"", after entering your card information, you may be redirected to the card company's authentication page and asked to enter your ID and password.
About the timing of credit card payment processing
When it becomes a "confirmed reservation" at the same time as the reservation ...
Payment processing is performed by entering the payment information at the time of reservation, and at the same time as the reservation is completed and "reservation confirmed", the payment information is passed to each card company through the payment system of "Orico Payment".
If the reservation is not confirmed at the same time as the reservation (in the case of "temporary reservation") ...
After entering the payment information at the time of reservation and making a "temporary reservation", the operator completes the reservation (reservation is confirmed) and at the same time, the payment information is passed to each card company through the "Orico Payment" payment system. By doing so, payment processing will be performed.
* Some credit cards, such as debit cards, may be debited (or settled) when you enter payment information.
Refunds will be made at a later date if the reservation is not completed, or if the reservation is canceled, free of charge, refused, or canceled.
The settlement deadline, withdrawal date, and refund time vary depending on the card company.
For more information, please contact your card company directly.
I entered the payment information using my credit card, but it was withdrawn even though the reservation was not completed.
* If you are using a debit card, etc., it may be withdrawn when you enter the payment information.
If the reservation is not completed, a refund will be given at a later date in the case of "temporary reservation cancellation", "free cancellation", "decline", or "cancellation of event".
The settlement deadline, withdrawal date, and refund time vary depending on the card company.
For more information, please contact your card company directly.
About Online Experience Tours
What is an online experience tour?
The online experience tour is a participatory online activity.
You can enjoy a simulated experience of the activity using materials, videos, etc. while communicating online with activity experience operator staff from all over Japan using a computer or smartphone.
How to participate?
Online experience tours use online communication tools such as Zoom and Skype.
The tools used vary depending on the plan and tour operator, so please check the plan page when applying, download any apps, etc. in advance as necessary, and participate on the day.
How long does it take?
The online experience tours are approximately 30 minutes to 1 hour. Please check the individual plan pages for details as they vary depending on the plan.
What are the payment methods?
The only payment methods for online experience tours are online payment (credit card, AmazonPay, PayPal, PayPay) and postpay (Paidy).
Can I change my reservation?
We cannot accept any changes after you have applied for an online experience tour.
Please apply again with your desired details and cancel your existing reservation from ""My Page.""
Please note that a cancellation fee may be charged when canceling, so please check before canceling.
I want to cancel my reservation
After applying for an online experience tour, you can cancel it from ""My Page"".
Please be sure to check the cancellation fee on the plan page before applying.
How will I get a refund in case of cancellation or cancellation?
If a refund occurs due to cancellation or cancellation of the online experience tour, the refund will be processed to the credit card company, AmazonPay, PayPal, PayPay, PayPay used at the time of booking.
Please contact each company directly for details such as whether or not there is a withdrawal and the refund date.
About the offer
What are offers?
When you can't find the activity you want to experience on your trip or at a destination, you can make an offer to the relevant activity operator by simply specifying certain conditions.
You can then make a reservation from the plan proposed by the operator.
Is the information I provide when making an offer protected?
The entered conditions will be provided to the tour operator, but member information (such as name and email address) will not be sent.
I've received a lot of suggestions, but do I have to book all of them?
You do not have to book all the proposed plans.
Please book the plan that matches your needs.
Of course, multiple reservations are also possible.
Can I be sure to make a reservation for the plan proposed by the tour operator?
Please check the availability of seats on the website when you apply.
For ""request reservations,"" the organizer will respond to you after you apply whether or not your request can be accepted.
Depending on the timing of your reservation and the date of your participation, you may not be able to make a reservation due to reasons such as the reservation being fully booked.
Other
Activity Japan Support Center Business Hours
Activity Japan Support Center Business Hours
Inquiry form reception hours: Monday to Friday 11:00am to 4:00pm Closed on Saturdays, Sundays and public holidays
*We do not accept inquiries by phone.
For details about your reservation, please contact the tour operator directly.
Cancellations cannot be made through the Support Center.
Please submit your cancellation request via My Page.