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 to settle by credit cards issued domestically and overseas (VISA, MasterCard) , UnionPay and Alipay.

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

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

Q: Is there any fee other than ticket price?

A: We receive service fee separately from ticket price as usage fee for this service. Please be understanding before purchase.

Q: Could you prepare ticket (with seat) by adjoining seats?

A: If you purchased multiple number of tickets (Same date/Seat Type) with one settlement at once, in principle we prepare ticket for adjoining seats if there is seat.
However, If you purchased multiple number of tickets separately, we can not prepare ticket for adjoining seats. Please be understanding.

Q: I can't application because error is appeared when settle by credit card.

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

Q: I can't application due to error is appeared when settled, but why was charged only fee from my bank account?

A: In case of you use debit card, the service fee withdraw from your account once when settlement error, but it refund after few days. Please contact your credit card company directly if you want to know more information.

After purchase

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

A: It is possibility that your e-mail address which you registered is wrong. Please contact us from inquiry form.

Q: I want to confirm whatever my order is accurately completed.

A: In "Track my order" at the top right of the site, please enter your order ID (number of after #) or email address which registered when you purchased. We send you URL on e-mail for order content inquiry.
If "error" is appeared, please contact us from inquiry form.

Please check service guide from URL below.
https://ib.eplus.jp/index.php?dispatch=pages.view&...

* Time to live the URL is just 1 hour. Please access the URL within 1 hour.
* The link after you got email is invalid if you use once. If "error" is appeared, please do order tracking again.

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

A: After confirming your order, we cannot accept to change even if you have some reasons. Please be understanding.
Q: I want to cancel the order.

A: After confirming your order, we cannot accept to cancel even if you have some reasons. Please be 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 change of name at all. Please be understanding in advance.

Q: I want to know the seat position (number) of tickets (with seats) in advance.

A: You can know your seat position when you pick up ticket in the venue on the event day. We cannot announce you seat position in advance. Please be understanding before you purchase. Also, we cannot accept any change and cancelation at all on the day.

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

A: Please check the latest information from time to time by each event's official home page on ticket sales page.

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

A: We will make a refund procedure if the show/event will be cancelled. Details such as refund method will be notified by email at the time of cancellation decision.

About entrance on the event day

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

A: We announced information about how to pick up ticket on the day (pick up time / place / necessary item) on order confirmation email we send you after purchased. Please confirm it. If you cannot confirm to receive this email, please contuct us from inquiry form.

Q: I want to get ticket in advance.

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

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

A: You cannot pick up ticket in place like convenience store other than the venue.

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

A: Please purchaser and companion enter the venue together absolutely.

QR code

Q: QR code on email has not displayed clearly.

A: In "Track my order" at the top right of the site, please enter your order ID (number of after #) or email address which registered when you purchased. We send you URL on e-mail for order content inquiry.
If "error" is appeared, please contact us from inquiry form.

≪How to get QR code≫
Please check service guide below.
http://eplus.jp/ib_qrcode/
* Time to live the URL is just 1 hour. Please access the URL within 1 hour.
* Link after you got in email will be invalid after use. If an error occurred, please try again from order tracking.

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

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

About registered information

Q: I mistook my email address when I registered.

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

Q: I entered mistake personal information. /personal information has been changed.

A: Please inform 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 your correct name from inquiry form.



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