FAQ

Frequently Asked Questions

Before Purchase

Q: What languages do you support?

A: English and Chinese (Simplified and Traditional).

Q: What payment methods do you accept?

A: We accept credit cards (VISA, MasterCard) issued domestically and overseas, and Alipay.

Q: I'm Japanese, but can I purchase ticket in your site?

A: This booking system is only for customers who live in overseas countries or only have credit cards issued overseas. Other customers, please use the eplus Japanese booking system.

e+ Japanese site: https://eplus.jp/sys/main.jsp

Q: Is there any fee other than ticket price?

A: A handling charge is included in the ticket price. Please be noted before purchase.

Q: Could you prepare tickets of adjacent seats?

A: If you purchased multiple numbers of tickets (Same date/Seat Type) in one order, generally we will prepare tickets of adjacent seats if possible.
However, If you purchased multiple numbers of tickets in different orders, it is difficult for us to prepare tickets of adjacent seats. We appreciate your understanding.

Q: Payment is failed as error appeared during the credit card settlement.

A: We only accept credit card of VISA and MasterCard.
It is possible that your credit card has a restriction (ex. it can't settle from overseas), so please contact your credit card company directly.

Q: Payment is failed, but why is there a fee charged from my bank account?

A: In case that you used a debit card, a service fee will be charged once when the payment is failed, but it will return to your account after a few days. Please contact your credit card company directly if you want to know more information.

After Purchase

Q: I didn't receive a confirmation e-mail.

A: It is possible that you filled in a wrong e-mail address. Please contact us from inquiry form.

Q: I want to confirm if my order is correctly placed with no problem.

A: In "Track my order" at the top right of our site, please enter your order ID (numbers after #) or the email address you used when purchased the order. There should be an email with URL sent to you. If it shows "error", please confirm the notes below first.

* The URL is only valid in 1 hour. Please make sure to access the URL within 1 hour after you received it.
* The URL is valid for only one time. After you used it, it will be inaccessible. If it shows "error", please do order tracking again.
If you use Outlook to receive your emails, it is possible that the tracking URL will be invalid because we found out that Outlook will change the real link, maybe for security reason, so that you cannot access to the order page. We would suggest you change other email clients to get your emails.

Please refer to the guide page for more information. https://ib.eplus.jp/confirmorder


If the above can't solve your problem, please contact us from inquiry form.

Q: I want to change the date or seat type of my ticket.

A: Once your order is confirmed, we cannot accept any changes of the contents. We appreciate your understanding.
Q: I want to cancel the order.

A: Once your order is confirmed, we cannot accept any cancellations . We appreciate your understanding.
Q: I cannot go to the event, so I want to give or resale ticket to my friends or family.

A: Purchaser of the tickets shall NOT re-sell, transfer, auction off the tickets. Also, We don't accept to change the name at all. Please be noted in advance.

Q: I want to know the seat number of my tickets in advance.

A: You can only know your seat number when you pick up your tickets on the event day. We cannot announce you in advance. Also, we cannot accept any changes or cancellations on the day.

Q: I want to know more details about the artist, time schedule, information of the venue, rules of entrance and so on.

A: Please check the latest information from the official website of each event.

Q: What about a refund in case that the show/event is cancelled?

A: We will make a full refund if the show/event is cancelled. Details of refund process will be notified by email.

 

About Entrance on the Event Day

Q: How do I enter the venue on the day?

A: We will inform you on how to pick up your tickets on the day (pick up time / place / necessary item) on order confirmation email sent to you after your purchase. Please check it. If you did not receive the email, please contact us from inquiry form.

Q: I want to get my ticket in advance.

A: You can't pick up your ticket in advance. Also we don't make advance mailing service.

Q: I want to pick up my ticket in a convenience store other than the venue.

A: Some events are supported for self pickup at convenience stores. Please check the instructions on the ticket page or in the purchase email for more information.

Q: Can I enter the venue separately with my companion?

A: Please make sure that the purchaser and the companion enter the venue together.

QR Code

Q: QR code on email is not displayed clearly.

A: In "Track my order" at the top right of our site, please enter your order ID (numbers after #) or the email address you used when purchased the order. There should be an email with URL sent to you. If it shows "error", please contact us from inquiry form..

≪How to get QR code≫
Please refer to the service guide below.
https://ib.eplus.jp/confirmorder

* The URL is only valid for 1 hour. Please make sure to access the URL within 1 hour after you received it.
* The URL is valid for only one time. After you used it, it will be inaccessible. If it shows "error", please do order tracking again.

Q: Please send me multiple QR codes because I want to enter the venue separately with my companion.

A: Please make sure that the purchaser and the companion enter the venue together. We can not issue QR code separately for each person.

About Ticket Pickup at 7-Eleven Stores

* Only a few events/shows tickets can be collected at 7-Eleven stores. Please check the ticket page's description for details.

Q: Do I have to go to a designated 7-Eleven store?

A: No, you can pick up the ticket at ANY 7-Eleven store in Japan. However, it is limited to 7-Eleven. Other convenience stores such as FamilyMart or Lawson, etc. are not available.

Q: When can I pick up the ticket?

A: An information email with a 13-digit 7-Eleven number will be sent 2 days before the event day. Ticket pickup will be available after you receive the number, and it will be valid until the end of the show.

Q: Do I need to pay when picking up the ticket?

A: There is no need to pay for ticket collection.

Q:  I don't know the 7-Eleven number/I didn't receive the email with a 7-Eleven number.

A: We will send you the email with a 13-digit 7-Eleven number 2 days before the show. Please be sure to check your mailbox. If the email doesn't reach you, please contact us via inquiry form.
You can also find it on your order page (the 7-Eleven number will be displayed 2 days before the show). Please refer to the guide page for more information https://ib.eplus.jp/confirmorder 

Q: What do I need to confirm after collecting the ticket?

A: Please confirm the basic information such as quantity, event name, date and time are correct. The ticket is only in Japanese, so please refer to the following sample.

Q:  I picked up the ticket at the convenience store, but it was lost. What should I do?

A: Tickets can't be reissued under any circumstances. Please be sure to store it properly.

 
Q:  I picked up my ticket at the convenience store, but forgot to bring it to the venue. What should I do?

A: Tickets can't be reissued under any circumstances. If forgotten, you will not be able to enter the venue. Also, you can't pick up the ticket at the venue, so please be sure to collect it in advance.

Q:  The event has been postponed/cancelled. Can I get a refund at the 7-Eleven store?

A: Refunds can't be made at convenience stores. We will let you know the refund process via email. Please keep your ticket and wait for our notification.

 

About Registered Information

Q: I filled in a wrong email address when I registered.

A: Please inform us your correct email address from inquiry form.

Q: I filled in wrong personal information or my information has changed.

A: Please inform us your correct personal information from inquiry form.

Q: I forgot to enter my middle name.

A: There is no problem in particular. Don't worry about it.

Q: I registered my name by nick name.

A: Please inform us your correct name from inquiry form.

 


If it can not be solved with the above, please contact us from here.