よくある質問

How to inquire about charge errors

■ Important Information
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  • Please make sure to fill out all the required information in the inquiry form.
  • If you receive a reply email requesting a screenshot, please attach the requested screenshot and send it back to us by replying to that email.
  • If you do not receive a reply email, you may have trouble contacting support, so please check your spam folder or try submitting the inquiry again.

 

■ Required Screenshot Images
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“Receipt email” or “Purchase history”

∟ How to check your purchase history: here
∟ How to take screenshot images: here


■ Inquiry Method
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  1. Tap the “Settings” icon at the top right of the screen.
  2. Tap “Help” and then “Contact Us.”
  3. Enter your email address.
  4. Select the category “Payment Issue.”
  5. Fill in all required fields and submit.
  6. When you receive a reply email, attach the requested screenshots and respond to that email.


■ Notes
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  • We cannot respond unless all required information 【date/transaction ID (order number)/item name/amount】 is clearly visible in the “screenshot image.”
  • We cannot accept 【copy-pasted email content】 or 【au Simple Payment】 receipt emails, so please ensure you provide the designated screenshot images.
  • Personal information (e.g., name or email address) is not required, so it is fine to edit it out.


■ Important notes regarding receipt emails and purchase history for 【iOS】
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  • The “date” refers to the “issuance date,” not the “item purchase date.”
  • There may be delays of up to two weeks after the purchase date, and items purchased on different dates may be grouped together in the receipt.
  • Due to the above, please provide the purchase history for all items purchased within the last 14 days in “Starry Whiskers,” including any successful charges.