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Our FAQ covers the most common questions from customers. Browse by category below, or use the search above to find specific answers. If your question isn't here, our support team is always ready to help via our ticket system or contact page.
How do I reset my password if I've forgotten it?
Go to the login page and click "Forgot Password". Enter your registered email address and we'll send you a secure reset link within a few minutes. The link expires after 30 minutes for security. If you don't receive the email, check your spam folder or contact support.
Can I change the email address associated with my account?
Yes. Navigate to Account Settings → Personal Information → Email. You'll need to verify the new address before the change takes effect. For security, we will also send a notification to your old email address confirming the change.
How do I enable two-factor authentication (2FA)?
Go to Account Settings → Security → Two-Factor Authentication. We support:
- Authenticator apps (Google Authenticator, Authy)
- SMS verification codes
- Hardware security keys (FIDO2/WebAuthn)
We strongly recommend enabling 2FA to protect your account.
How can I delete my account permanently?
Account deletion is irreversible. Go to Account Settings → Advanced → Delete Account. You will be asked to confirm your password and acknowledge that all data will be permanently removed within 30 days, in accordance with our data retention policy.
What payment methods do you accept?
We accept the following payment methods:
- Major credit and debit cards (Visa, Mastercard, JCB, American Express)
- Bank transfer (domestic Japanese banks)
- PayPay Business
- Invoice payment for enterprise accounts (net 30)
How do I download my invoice or receipt?
Go to Account → Billing → Invoice History. Click on any billing period to view the full invoice. You can download it as a PDF. Invoices are also automatically sent to your registered email at the start of each billing cycle.
What is your refund policy?
We offer a 14-day money-back guarantee for new subscriptions. After 14 days, refunds are evaluated on a case-by-case basis. To request a refund, please submit a support ticket with your order details and reason for the request.
Will I be charged during the free trial period?
No. Your card is required to start the trial but will not be charged during the trial period. Billing begins automatically at the end of the trial unless you cancel beforehand. You will receive an email reminder 3 days before the trial ends.
Why am I seeing a "Connection Timeout" error?
This typically occurs due to network instability, firewall restrictions, or a temporary server issue. Try the following steps:
- Refresh the page and try again
- Check your internet connection
- Disable VPN or proxy if active
- Clear your browser cache and cookies
- Check our status page for any ongoing incidents
Which browsers are officially supported?
We officially support the latest two major versions of:
- Google Chrome
- Mozilla Firefox
- Microsoft Edge
- Safari (macOS and iOS)
Internet Explorer is not supported. We recommend using Chrome or Edge for the best experience.
How is my personal data protected?
We take data security very seriously. All data is encrypted in transit using TLS 1.3 and at rest using AES-256. We are compliant with Japan's Act on the Protection of Personal Information (APPI) and follow strict internal data handling policies. We do not sell personal data to third parties.
How do I request a copy of my personal data?
You can request a full export of your personal data by going to Account Settings → Privacy → Export My Data. The export will be prepared and sent to your registered email within 3 business days, in accordance with APPI regulations.
Still have questions?
Our support team is ready to help. Reach out through any channel below.
Submit a Ticket Contact Us