■How to become a member Q.I have registered my email address from "Email address registration form", but I have not received the confirmation email in return.
The following may have occurred:
■Input error
Confirm your email address, and resend the email address registration form.
■Domain or address may not be on your safe sender list.
Change your junk mail settings to ensure you can receive emails from the domain "avex.co.jp" and “global-fc.net”.
■Your inbox may be above capacity.
Remove unwanted emails from your inbox, and resend the email address registration form.
Q.I have registered my personal information on Membership Registration Form, but I am unable to register my email address and go to a confirmation page.
You must go through all the progress from "Email Registration Form" to "Membership Registration Form" by filling all the information you are required with one device.
If you register your email address by a computer, then use the same device to finish your registration. The error may be occurred if you change to a different types of devices such as cell phones in the middle of progress.
Q.I have registered my personal information on Membership Registration Form, but I am unable to move on to the next step.
Is there an error message in red at the top of the screen?
If there is an error, please double check the information marked in red text and then click the ‘confirm’ button once more.
■【Expiration date, membership renewal】 Q.I would like to know the effective term of the membership.
The membership shall be effective from the date of registration (the day the membership is approved by the Company) and is valid until the last day of the same month the following year.
Admission dates and expiry dates stated are in Japan time.
After that, it is necessary to renew your membership every year.
After completing the renewal procedure, the membership expiration date is extended by one year.
Information regarding your membership expiration date can be found on “MY PAGE” displayed after logging in to the fan club site.
Q.I would like to know the date of expire of my membership.
Your membership expiration date is recorded on “MY PAGE” displayed after logging in to the fan club site.
Q.I would like to know the process for membership renewal.
Renewal membership notification will be on a Main page 2 months prior to the date of expire of your membership.
If you wish to renew your membership, please select the payment methods and settle your payment of 3,700yen (Renewal fees: 3,200yen (Tax included) + Handling fees: 500yen (Tax included)) by due date. You will receive the confirmation email when your registration has gone through successfully. Please note in advance your membership will expire at the end of its term and lose access to all contents if you do not renew your membership by due date.
You can select the payment methods. Payment settlements may be different due to your place of residence.
■Payment by credit card...The payment can be settled by inputting the credit card number and expiration date. VISA、MASTER、JCB、Amex and Diners area available. ※After you have successfully filled out the form, you should submit the form by clicking the send button once. Please wait patiently after you have submitted your application until the information is successfully transmitted. Duplicate billing may be occurred if you click submit button several times, go back to a previous page or try to reload again before the system is completed.
■Alipay payment method...Enter your Alipay ID and password, please wait patiently until the information is successfully transmitted.
※System error may be occurred if you click the button several times, go back to a previous page or try to reload again before the entire Alipay payment process is completed.
■Paypal payment method...Click "PayPal Checkout", please wait patiently until the information is successfully transmitted.Enter your PayPal ID and password to settle your payment.
※System error may be occurred if you click the button several times, go back to a previous page or try to reload again before the entire PayPal payment process is completed.
【Residents in Japan only】 ■Payment at convenience stores...The payment can be settled at indicated convenience stores. ■Payment by a remittance slip...Please use a remittance slip for renewal and pay at a post office or indicated convenience stores. (The remittance slip is in an envelope typed "Remittance slip for Fan Club renewal is enclosed” ) ※You can select the payment by a remittance slip from 2 months until 20 days before the expiration date. ※A remittance slip for renewal will be sent to you if you do not select any of payment methods as of 19 days prior to the expiration date.
Q.My membership has been expired, is it possible to continue and renew my membership even after the expiration date?
Once the card is expired, you cannot extend the term of the membership. Please register as a new member by following instructions.
Q.Can I change the payment methods after I have already chosen?
A:
■New Member Registration Please note in advance you are unable to change the payment method once you selected. You need to create a new account from beginning to change the payment methods.
■Registration Renewal
You can change payment methods if you renew your membership before the expiration date. You can change to your preferable payment methods such as credit card payment, please find more details on a renewal page.
Q.I forgot the payment methods I chose.
Your membership expiration date is recorded on “MY PAGE” displayed after logging in to the fan club site.
Q.I settled the payment incorrectly.
Fan Club may contact you by phone or an email to confirm the information.If you notice the difference in balance, please inform us by phone or a contact email.Please check "Contact to Fan Club" page for further details.Over-payment:The total amount of your over payment will be refunded after the deduction of non-refundable admission fee.Please note you need to provide the following information (Bank name, Branch, Account number, Account name, Payment date, Amount paid and How you paid(by credit card or in cash)Under-payment: Please pay the negative amount in a way we indicate by due date.※Amount paid cannot be refunded if you are not a resident in Japan.
Q.I haven't received a payment slip./ I lost a payment slip.
A: ■New Member Registration Payment slip will not be reissued in any cases. You need to create a new account from beginning to register Fan Club.
■Registration Renewal Payment slip will not be reissued in any cases.
You can change payment methods if you renew your membership before the expiration date. You can change to your preferable payment methods such as credit card payment, please find more details on a renewal page.
Q.I registered twice by mistake, can you cancel one of my registration?
Please note in advance that the money is not refundable due to personal preference.After you have successfully filled out the form, you should submit the form by clicking the send button once.Please wait patiently after you have submitted your application until the information is successfully transmitted.Duplicate billing may be occurred if you click submit button several times, go back to a previous page or try to reload again before the system is completed. You will receive the confirmation email when your registration has gone through successfully.
■【How to log in Fan Club website】 Q. I do not know how to log in.
1. Access the fan club site from your computer, smartphone or tablet.
2. Locate the “login” button on the screen and click on it.
3. Enter your member ID and password, then click “LogIn”
Q.I forgot my membership ID number.
If you cannot locate your completion of registration email, click the “Forgot your membership number?” button on the member log in page, and enter your name, email address and birth date (in the western calendar).
We will send you an email containing your membership number to the email address you registered.
If you made a mistake when registering your email address, please contact us via the contact form.
Q.I forgot my password.
Click the “Forgot your password?” button on the member log in page, and enter your membership number, name, email address and birth date. We will send you an email with instructions to reset your password to the email address you provided. Your password must be between 6 and 12 characters long, must contain letters in mixed case and must contain numbers. Half-width characters, "-(Underbar)" and "_(underscore)" are available. If your registered email address is incorrect, please contact us via the contact form.
■【How to update membership registered information】
Q.I would like to know how to change my registered information such as email address, home address and phone number.
You can change your registered information by accessing MY PAGE in User Support.
Please note that you cannot change your name, date of birth, or gender.
Q.Can I change my password?
Yes, you can change your password from "MY PAGE". Your password must be between 6 and 12 characters long, must contain letters in mixed case and must contain numbers. Half-width characters, "-(Underbar)" and "_(underscore)" are available. ※We strongly recommend that you refrain from using easily identifiable numbers such as date of birth and telephone number. Tighten your security to prevent anyone from using your password.
Q.Can I change the name of the registered member?
Unfortunately you cannot change your name. This is true even in situations where your family name is changed. Thank you for your understanding.
Q.I would like to know how to add/stop mail magazine.
You can change your registered information by accessing MY PAGE in User Support.
To use our system safely, we highly recommend you to update to the latest version of software.
☆PC
Internet browser:Internet Explorer 10.0 or higher, The latest version of Firefox, Google Chrome, and Safari.
☆Smartphone
OS:Android OS 2.3 or higher, iPhone iOS5 or higher
※Some smartphone devices provide all/part of account information in PC view. We do not recommend you to use BlackBerry and other devices except Android and iPhone due to the previous reason.
Q.Can I use this website by smartphones?
You can use smartphones and we recommend the following system requirements.
OS:Android OS 2.3 or higher, iPhone iOS5 or higher
※Some smartphone devices provide all/part of account information in PC view. We do not recommend you to use BlackBerry and other devices except Android and iPhone due to the previous reason.
Q.Does an advanced ticket reservation for Fan Club members guarantee tickets I requested?
Please note in advance that ticket reservation service for fan club members does not guarantee tickets you requested.In case of too many applications, we will hold a draw for place allocation and also it does not guarantee tickets you requested.Please note in advance that Pre-Order ticket reservation may not be available if we they are not in cooperation with or permitted by eventers and production companies.
Q.I would like to know how to order tickets by an advanced ticket reservation for Fan Club members.
■FC Member Ticket Reservation
When we sell tickets on FC Member Ticket Reservation system, it is announced on Fan Club website or by emails from Fan Club.
Each event/concert has own ticket order system. Please check emails and see the details how to order tickets.
We recommend you to check the Fan Club website for the latest news in case you do not receive emails due to internet system failure.
■General ticket reservation information except FC Members Ticket Reservation is not informed to you from Official Fan Club. Please check the latest information at CNPlayGuide and other ticket centers.
Q.How many tickets can I order per concert or event?
Each events/concert has different reservation guidelines, please check the information details carefully.
Q.Can I order tickets by advanced ticket reservation for Fan Club members if I join the Fan Club now?
All "FC Members Ticket Reservation" has limited access by certain rules and regulations. You may not be able to access even if you are a member due to the date you join the membership.
We will announce members who have permission to access FC Members Ticket Reservation page in advance on Fan Club website or official site only if we are able to.
Q.I purchased tickets by advanced lottery ticket reservation for Fan Club members but the seats are not in front/good area.
Please note in advance that seats are randomly selected by lottery system, thus, we do not guarantee you for better/front area seat even if you are FC members.
■【Mail delivering services】 Q.I have not received emails from Fan Club but my friends have.
■ You registered your email address, but you did not select "I would like to receive emails" Please go to your registration page. Please see "Registration information update" to select mails wanted.
■ You have changed your email address Please go to your registration page and update your new email address. Please see "Registration information update" to change your email address.
■You have registered incorrect email address Please check and confirm your email address and register your correct email address on "Mail address registration form".
■You could not received emails due to over capacity. Please delete unnecessary emails and register your email address on "Mail address registration form".
■You have set certain mails for your dmains. ※Set the following sequence of allowed domains without "@", "avex.jp" "avex.co.jp" and "global-fc.net".
■You have registered Hotmail and unable to receive any mails. 1. Click "Option" button after sign up for Hotmail 2. Click "Safe List" on Spam mail setting 3. Add "avex.jp" "avex.co.jp" "global-fc.net" ※Please find "PC view" on hotmail and process above steps as "Safe List" does not show up on smart phones.
■■You have registered Gmail and unable to receive any mails. 1. Click "Searching Option" button after sign up for Gmail 2. Add "avex.jp" "avex.co.jp" "global-fc.net" on "From column" and click "Create a new filter by this option" 3. Check "Not a spam email" then click "Create a new filter". ※Please find "PC view" on hotmail and process above steps as "Create a new filter" does not show up on smart phones. ※Free email addresses like Hotmail are not recommended because they tend to be the source of the following kinds of problems. Please see "Mail sending services" for more details.
■Emails have already set as spam mails on carrier's settings. Please contact your carrier of your PC and mobile phones due to several rules by each company.
■Troubles occurred in a mail server. Please contact your internet company for further details.
【Notice】 ※Mailing system is automatically stopped if emails from Fan Club are not sent to a member. ※If you wish to receive further emails, please confirm your email address and update it even if your email is correct. Once you update, mailing system is unlocked. We do not guarantee the emails you have not received during the system errors and emails are not sent twice upon your request.
If you are still in trouble, please contact Fan Club. Please see "Contact Fan Club" for further information.
Q.I have not received emails from Fan Club but my friends have even if I changed my email address.
Emails from Fan Club may not be sent to you due to system adjustment when you change your email address, however, emails are not sent twice whatever the case may be.
All mails sent to you from Fan Club will be shown on Fan Club site.
Q.I could not received all the sentences on emails from Fan Club.
Due to your device capacity, you may not receive part/all sentences, however, emails are not sent twice whatever the case may be.
All mails sent to you from Fan Club will be shown on Fan Club site.
Q.I registered my free email address, but I have not received any emails from Fan Club.
Free email addresses like Hotmail are not recommended because they tend to be the source of the following kinds of problems.
We are not responsible for any situations and problems occurred by not receiving emails from Official Fan Club due to using free email accounts.
Please write your Membership ID number, your address and your name when you send fan letters to below address.Please note in advance that we do not guarantee you to receive answers from TeamAyu.
ayumi hamasaki
avex management Inc.
Sumitomo Fudosan Azabu Juban Building,4th Floor 1-4-1 Mita, Minato-ku, Tokyo 108-0073, Japan
Q.I would like to know how to apply for Studio Audience Wanted.
Studio Audience Wanted notification will be sent to you by emails. Please register your email address on Fan Club site and check "Mail magazine requested" If you wish to attend these events.
※ Please note in advance the audience may be limited due to requests from productions and eventers.
Q.I applied for Studio Audience Wanted and I'm unable to attend unfortunately.
The number of audience on each event is very limited, cancellation for any reasons is not acceptable.
We kindly ask you not to submit your request if your schedule on the day of event is unsure or not willing to attend events for 100%.
※ Note in advance that if you cannot attend the events for any reasons, you will not be able to attend our further studio/live audience events.
Renewal membership notification will be on the official website 2 months prior to the date of expire of your membership and sent to your registered email address.
Please note in advance your membership will expire at the end of its term and lose access to all contents if you do not renew your membership by due date.
Please withdraw your membership from here if you do not wish to receive Renewal membership notification emails or a payment slip. However, you can still renew your membership through Fan Club website until the expiration date.
If you wish to withdraw from Fan Club even before the renewal term, please inform us the following information.
[Subject] Other inquiries
*State "I wish to withdrew from Fan Club"
*Reasons for Withdrawal (If you don't mind my asking)
*Postal code, home address, birth date and phone number you registered at Fan Club.
Please note in advance that annual fee and other fees are non-refundable.
Q.I would like to know how I can contact Fan Club.
You can contact us via email, please find “Contact form” on our Fan club website.
It is available 24/7, we will reply back to your inquires within a few business days except weekends.
Please note that we cannot response to your inquires in languages except Japanese and English.
【Important notice】
※Please fill out all the following required information when you send your request form; Members ID number(Not required if you are non-member), Name, Birth date and your inquires. Please select types of your inquires on Contact form. We may not response to your inquires if you do not fill out all the information required.
※Please note in advance that we do not response to your questions regarding to personal questions to artists.
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【Contact】
Please read "Common questions and answers" before you send your email. Select subject from options and send the email to us with detailed information regarding to your questions. You may receive the email “Your requests have been received” within 24 hours. Please contact us again if you do not receive the email from Fan club, check your email and incorrect address may be typed.
Go to “How to access the website” on Fan club main page regarding to a question “I forgot my ID and password”.