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: http://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 your 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 contact us from inquiry form.

* 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.

Please check service guide from URL below.

https://ib.eplus.jp/index.php?dispatch=pages.view&page_id=48

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 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 cannot 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: You cannot pick up your ticket in a convenience store.

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 check service guide below.
https://ib.eplus.jp/index.php?dispatch=pages.view&page_id=48

* 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 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.