Question 1

What do I get for free?

Accepted Answer

3 interactive scenarios, Tattoo & Onsen guide (full access), plus previews of JP Cards, Dual Price Checker, and Quick Guide. No signup required.

Question 2

What's included in the Standard Pass?

Accepted Answer

All cultural scenarios, JP Cards (ready-to-show phrases), Dual Price Checker tool, Quick Guide (practical tips for toilets, trash, ATM, etc.), and Experience Guides (head spa, esthetic, allergy test). Everything included for 1 year.

Question 3

What are Experience Guides?

Accepted Answer

Detailed guides for specific experiences like head spa, esthetic treatments, and allergy testing in Japan. Included in the Standard Pass — no additional purchase needed.

Question 4

How long is the Pass valid?

Accepted Answer

1 year from purchase. Perfect for planning your trip and using during your stay in Japan.

Question 5

Do I need to create an account?

Accepted Answer

No. Enter your email at checkout, and we'll create your account automatically after purchase. You'll receive a login link via email.

Question 6

Is there a refund policy?

Accepted Answer

Due to the digital nature of our product, we do not offer refunds. Please try our free demo before purchasing to ensure it meets your needs.

Question 7

I didn't receive a login link email

Accepted Answer

Check your spam/junk folder first. If not there, try requesting a new login link from the login page. The email may take a few minutes to arrive.

Question 8

I forgot my password

Accepted Answer

No password needed! We use magic link login — just enter your email on the login page and we'll send you a secure login link. No password to remember.

Question 9

I paid but didn't receive a confirmation email

Accepted Answer

Check your spam/junk folder. If the email is not there, please contact us at the email below and include your payment email address. We'll resolve it promptly.

Question 10

Can I use it on my phone?

Accepted Answer

Yes! When in Japan works in your mobile browser — no app download needed. Works on iPhone, Android, iPad, and desktop.

Question 11

What happens when my Pass expires?

Accepted Answer

After 1 year, your access to paid features will stop. You can renew at any time with a 20% returning user discount. Your account and free features remain available.

Question 12

Can I use it offline?

Accepted Answer

An internet connection is required to use When in Japan. We recommend downloading content while on WiFi before heading out.

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