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Start of the Trusted Traveler Program!

Inquiries

*The following inquiry desks do not answer the result of the inspection and its reason.


Inquiries about procedures

Information Center
Tel. 0570-013904(Call 03-5796-7112 if you are using an IP phone, PHS or are calling from abroad.)
*Weekdays 8:30 - 17:15 (JPN time)
eMail info-tokyo@i.moj.go.jp
(24 hours a day, 365 days of the year)
Or please contact your nearest regional immigration bureau.

Inquiries about methods of
  operating the system

Trusted Traveler Program Information System Help Desk
eMail ttp_support@support.jp.nec.com
(24 hours a day, 365 days of the year)
If you are making an inquiry by email, please do not attach any files. Please bear in mind we will not be able to check any files even if you do attach one.

Frequently asked questions Q&A

Basic edition

<Requirements to register as a user of the automated gates>
Q1 :
I have relocated to Japan for work and am residing as a mid to long-term resident. Is it possible for me to apply to become a registered user in preparation for the future?
A :

Mid to long-term residents are able to register for use of the automated gates without the need to enroll in the Trusted Traveler Program (referred to below as “TTP”), and so you will need to submit a different application: the application to register as a user of the automated gates for foreign nationals (foreign nationals entering and departing using re-entry permission, etc.) For further details, please refer to “Operation of the Automated Gates”.

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Q2 :
I left Japan pursuant to a deportation order more than 20 years ago. Will I be able to register as a user of the TTP?
A :

Foreign nationals, who have a record of being deported from Japan, are not eligible to register as a user of the TTP, and so you will not be able to enroll in the TTP.

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Q3 :
All of the fingers of one of my hands are missing or injured? Will I be able to register as a user of the TTP?
A :

You will have to provide fingerprints from both hands in order to be issued with a registered user card and to be able to use the automated gates, and therefore, foreign nationals whose fingers of one hand are all missing or injured or who otherwise are unable to provide a fingerprint of any finger on one hand, will not be able to enroll in the TTP.

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Q4 :
I’m not sure whether I meet the requirements for registration. Can you check for me beforehand?
A :

We do not provide checks beforehand.

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<Procedures to register as a user of the automated gates>
Q5 :
Can a company in Japan, with which I have a business relationship, submit the application on my behalf?
A :

No one is permitted to submit an application for the TTP on your behalf.

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Q6 :
Is there some way to apply for registration without Internet access?
A :

Although you will be able to apply by submitting your application form and the original copies of your documentation of proof directly to the Immigration Bureau’s registration counter (referred to below as “TTP application counter”), just as with applications submitted online, the Immigration Bureau will contact you by email or via the TTP website following receipt of your application. In addition, after registering, you will be asked to enter your entry card information through the TTP website, and therefore, you will need to prepare an environment which allows you to access the Internet in order to be able to complete your application.

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Q7 :
If I submit my application for registration directly in person at the TTP application counter, will the results come back faster than if I submit an application online? (Will I be able to get my registered user card on the same day as the application?)
A :

Even if you submit your application directly to the TTP application counter, you will not get the results on the same day as the application. Moreover, you will not get the results any faster than if you apply online.

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Q8 :
Does the facial photo I send have to be the same as the facial photo used in my passport?
A :

The facial photo for your application does not have to be same facial photo as used in your passport.

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Q9 :
I’m not sure if the materials I’m hoping to submit proving that I meet the requirements of User Guide 5 (1), e, (a) are the right materials. Can you check for me beforehand?
A :

We do not provide checks beforehand.

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Q10 :
In order to prove that I meet the requirements of User Guide 5 (1), e, (a), aside from my facial photo and passport, what other materials do I have to submit?
A :

You will need to submit the following materials: (i) your employment certificate, and (ii) proof that your organization or company of affiliation meets the requirements for TTP user registration.

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Q11 :
What kind of information needs to be given in the employment certificate given in (i) of the answer to Q10?
A :

The document needs to have been issued by your organization or company of affiliation, and to contain your name, period of employment and title, as well as the signature of the person in charge at the organization or company (or to have the organization or company’s seal affixed).

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Q12 :
What specific materials have to be submitted as the materials given in (ii) of the answer to Q10?
A :

If your organization of affiliation is a public institution, international organization or a non-listed company, a document which gives the history, officers, organization, and business contents, etc., of the organization or company. If your company of affiliation is a public-listed company (or its subsidiary), materials indicating that your place of affiliation (or its parent company) is a public-listed company.

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Q13 :
For the materials in the answer to Q12, can I submit a printout of the part which shows the same information on the website of my organization or company of affiliation?
A :

If the content is the same as that described in the answer to Q12, then a printout is acceptable.

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Q14 :
Is there an expiration date for any documents or materials that I need to submit?
A :

The employment certificate and written request that you submit must have been issued within 3 months of your application date. There are no time restrictions for other materials, but please ensure they contain the most recent information.

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Q15 :
Can the Japanese translation or English translation to be attached to the documentation of proof be one that I did myself?
A :

That is acceptable as long as the translation is accurate.

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Q16 :
I received an email to the effect that I have passed the preliminary inspection, but I do not plan to go to Japan within the next 3 months. Will I still be able to get the registered user card after the 3 months?
A :

At the time of the secondary inspection, if 3 months have passed since the end of the preliminary inspection, in principle, your registration will not be permitted, and therefore please undergo the secondary inspection within the specified timeframe.

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Q17 :
I received an email to the effect that I have passed the preliminary inspection, and wish to go to the TTP application counter to pick up my registered user card, but I forgot to bring the original copies of my documentation of proof to Japan? What should I do?
A :

In order for your registration as a “Trusted Traveler” to be approved, you are required to submit the original copies of your documentation of proof to the immigration inspector at the TTP application counter and to receive final confirmation. Therefore, if you have not brought the necessary documents to Japan, you will not be issued with your registered user card. Please bring the original copies of the documentation of proof the next time you come to Japan and undergo the secondary inspection then.

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Q18 :
I received an email to the effect that the result of my online application is that I am unable to register as a user. Will I be able to re-apply?
A :

Even if you have received an email to the effect that the result of your online application is that you are unable to register as a user, you will still be able to re-apply. However, if there has been no change in the circumstances of your application since your registration was denied, the results of the inspection are likely to be the same.

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Q19 :
I received an email to the effect that I have passed the preliminary inspection, and went to the TTP application counter to pick up my registered user card, but I was told that I would not be issued with a registered user card. Could you tell me the reason why I wasn’t issued with a card? Moreover, will I be able to re-apply?
A :

In order for your registration as a “Trusted Traveler” to be approved, in addition to submission online at the time of the preliminary inspection, you are required to submit the original copies of your documentation of proof for the secondary inspection to the immigration inspector at the TTP application counter, and to receive final confirmation. Therefore, even if there were no problems at the time of the preliminary inspection, there is the possibility that your registration will be denied in the final decision, and in such case, you will be notified of the reason for why your registration was denied. In addition, you will be able to re-apply, but if there has been no change in the circumstances of your application since your registration was denied, the results of the inspection are likely to be the same.

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Q20 :
I received an email to the effect that I have passed the preliminary inspection. Is it possible for a friend to go to the secondary inspection on my behalf and pick up my registered user card?
A :

A person other than the applicant wishing to register as a user is unable to undergo the secondary inspection and pick up the registered user card on the applicant’s behalf.

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<After the registration>
Q21 :
If I have a registered user card, does that mean I don’t need my passport when I enter Japan?
A :

Even if you have been issued with a registered user card, you will still need to have your passport with you to enter Japan.

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Q22 :
I am a registered user of the TTP, but I have forgotten to bring my registered user card with me. Will I be able to go through the automated gates without my registered user card?
A :

Even if you are a registered user of the TTP, you will not be able to pass through the automated gates if you do not have your registered user card with you. In such case, please use the regular face-to-face examination booth.

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Q23 :
Does it matter if I use a different method for entry than for departure? (For example, if I use my registered user card at the time of entry and go through the automated gates, but use the regular face-to-face examination booth at the time of departure?)
A :

No it does not matter.

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Q24 :
I entered using my registered user card, but since my business trip has been extended, I have also extended my period of stay. Will I still be able to enter and depart using my registered user card even after my extended period of stay?
A :

You will be able to enter and depart using your registered user card even if you have extended your period of stay, but you will not be able to pass through the automated gates if you have changed your status of residence to one other than “Temporary Visitor”.

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Q25 :
I entered Japan using my registered user card, but I am to continue residing in Japan having changed my status of residence. Will I still be able to enter and depart using my registered user card even after changing my status of residence?
A :

Since the registered user card is only issued to foreign nationals with the status of residence of “Temporary Visitor”, your registration will be deleted if you change your status of residence to one other than that of “Temporary Visitor”. Mid to long-term residents are able to register for use of the automated gates without the need to enroll in the Trusted Traveler Program (referred to below as “TTP”), and so you will need to submit a different application: the application to register as a user of the automated gates for foreign nationals (foreign nationals entering and departing using re-entry permission, etc.)

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Q26 :
After being issued with a registered user card, I was arrested in my home country or in Japan and was convicted of a crime. Will this have any effect?
A :

If you no longer meet the requirements under the laws and regulations after being issued with a registered user card, the Immigration Bureau will delete the user registration of such traveler.

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<About the registered user card>
Q27 :
What kind of information is given on the registered user card?
A :

Your photograph will be displayed as will the following information. Your name, date of birth, sex, country or region of your nationality, number of the registered user card, date of issue and the expiration date of the valid period. Moreover, the name, date of birth and other information, and your facial photo will be recorded on the IC chip of your registered user card.

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Q28 :
What language is used for the details on the registered user card?
A :

Japanese and English. Your name will be given in English letters.

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Q29 :
Do I have to carry my registered user card on my person all the time I am in Japan? If I am carrying my registered user card, do I still have to carry my passport on my person?
A :

Foreign nationals who have been issued with a registered user card are required to carry their registered user card on their person while they are staying in Japan, and if they are carrying the registered user card on their person, they will not be required to have their passport on their person.

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Q30 :
Does the registered user card have an expiration date?
A :

The expiration date of the registered user card is whichever comes earlier of the day on which 3 years have passed since the date of issuance of the card or the expiration date of the passport possessed by the foreign national who was issued with the registered user card.

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Q31 :
The valid period of my registered user card has expired. Can I get it re-issued? Moreover, what should I do with the expired registered user card?
A :

If the valid period of your registered user card has expired, you will have to re-apply for the TTP and be issued with a new registered user card. In addition, if the registered user card has expired, please return it to your nearest regional immigration bureau within 14 days of the date of the expiration.

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Q32 :
My registered user card was stolen. To get it re-issued, do I have to get a certificate pertaining to the theft from the police or some other public organization?
A :

If your registered user card has been stolen, in order to apply for reissuance, please submit a certificate, etc. pertaining to the theft from the police or some other public organization together with the application form.

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Q33 :
A friend of mine would like to try using the automated gates. May I lend him my registered user card?
A :

Only the foreign national who registered to be approved as a “Trusted Traveler” is able to use the registered user card, and you are not permitted to lend your card to another person.

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~System Operation~

<Basic Items>
Q1 :
Is there any manual explaining the use of the Trusted Traveler Program Information System?
A :

An operation manual for the "Trusted Traveler Program Information System" is available.
You can find the operation manual and this Q&A list by going to the "FAQ" link on the "Trusted Traveler Program Information System" HOME page.

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Q2 :
What are the operating hours of the Trusted Traveler Program Information System?
A :

The Trusted Traveler Program Information System is available 24 hours a day 365 days a year.
However, it may sometimes be unavailable due to system maintenance. This will be posted on the "Notices" of the "Trusted Traveler Program Information System" HOME page.

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<Use Environment>
Q3 :
Are there any restrictions on the Internet browsers that may be used to access the Trusted Traveler Program Information System?
A :

Google Chrome Version "49.0" is a prerequisite and the operation is not guaranteed in any other environment.
In addition, even if the operation has been verified for the browser, the correct display may not be available depending on the environment (OS, browser setting, and so on).

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Q4 :
When I try to use the Trusted Traveler Program Information System, the message "Your connection is not private" is displayed. What should I do?
A :

Depending on your use environment, you may need to install a "certificate for safe communication".
TheImmigration Bureau certifies the use environment through the Government Public Key Infrastructure (GPKI). For the certificate installation procedure, refer to the website of the Government Public Key Infrastructure (GPKI). The link addresses are as follows:
http://www.gpki.go.jp/apca/APCAself_install.pdf (Certificate installation procedure)
http://www.gpki.go.jp "Website of the Government Public Key Infrastructure (GPKI)"

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Q5 :
Is it possible to use the Trusted Traveler Program Information System using a mobile phone or a smart phone?
A :

It is recommended that you use a personal computer instead of a mobile phone or smart phone since the screens might not be displayed correctly if you use the browser of a mobile phone or smart phone.

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Q6 :
Are there any restrictions on the languages used on the Trusted Traveler Program Information System?
A :

The Trusted Traveler Program Information System is displayed in both Japanese and English. However, only English can be used to enter information.

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<User Registration and Login>
Q7 :
What is the user registration procedure?
A :

It is possible to register as a user through the "Trusted Traveler Program Information System". Go to the "Trusted Traveler Program Information System" HOME page and click on the "Click here If you do not have a User ID" button and proceed with user registration.
Enter the information written in your passport according to the instructions displayed on the screen.

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Q8 :
Although I received a message saying that a registration completion email would be sent after I had registered as a user, I haven't received an email. What should I do?
A :

If you do not receive an email after one day, please contact the "Trusted Traveler Program Information System" Help Desk. The contact details for the Help Desk can be found on the "Trusted Traveler Program Information System" HOME page.

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Q9 :
How do I check my registered user information?
A :

Log into the "Trusted Traveler Program Information System" and check the information on the user information change page.
There is no way to check the password, and therefore you must obtain and manage the password yourself.

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Q10 :
How do I change my registered user information?
A :

The user information can be changed through the "Trusted Traveler Program Information System".
Changes can be made to the identification matters (surname, given name, date of birth, sex, nationality (region), and email address) through the user information change page.
In addition, the password can be changed using the password change page. Please note that the User ID cannot be changed once it has been set.

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Q11 :
How do I delete my registered user information?
A :

If you wish to delete your user registration, please contact the "Trusted Traveler Program Information System" Help Desk. The contact details for the Help Desk can be found on the "Trusted Traveler Program Information System" HOME page.

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Q12 :
I have been re-issued a Registered User Card. Do I need to change my User ID and password?
A :

You do not need to change your User ID or password. Log into the system using your previously registered User ID and password.

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<User ID>
Q13 :
How do I set a User ID at the time of user registration?
A :

You yourself must set your User ID. Since this information is required for you to be able to use the "Trusted Traveler Program Information System", you must obtain and manage the information by yourself.
Set a User ID using 6 to 20 single-byte alphanumeric letters. Note that uppercase letters and lowercase letters are recognized as different letters.
If the same User ID has already been registered by some other user, the ID cannot be registered.

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Q14 :
Is there an expiry date for the User ID?
A :

There is no expiry date for the User ID.

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Q15 :
Can one user obtain multiple User IDs?
A :

One user can only have one User ID.

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Q16 :
How do I change my User ID?
A :

Your User ID cannot be changed once it has been set.

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Q17 :
What should I do if I have forgotten my User ID?
A :

Enter the information which you entered at the time of your user registration in the "Reissuance of a User ID and/or password" section on the login page. An email will be sent to your registered email address giving you your User ID and a temporary password. Note that if you have made a request for "Reissuance of a User ID and/or password ", a new temporary password will be issued by the "Trusted Traveler Program Information System" and you will no longer be able to use the password that was previously registered.

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<Password>
Q18 :
How do I set my password?
A :

You must set the password yourself. Since the password is required for you to be able to use the "Trusted Traveler Program Information System", you must obtain and manage the password yourself.
Set a password using 8 to 32 single-byte alphabet letters, single-byte numbers, and single-byte signs, combining all these three types. Note that uppercase letters and lowercase letters are recognized as different letters.
Note that a password which contains the User ID cannot be set.

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Q19 :
How do I change my password?
A :

Log into the "Trusted Traveler Program Information System" and register a new password on the password change page.

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Q20 :
Is there an expiry date for the password? And what should I do if the password has expired?
A :

There is no expiry date for your password. However, the password can be changed on the password change page and we recommend that you manage your password by changing it periodically.

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Q21 :
What should I do if I have forgotten my password?
A :

Enter the information which you entered at the time of your user registration in the "Reissuance of a User ID and/or password" section on the login page. An email will be sent to your registered email address giving you your User ID and a temporary password. Note that if you have made a request for "Reissuance of a User ID and/or password ", a new temporary password will be issued by the "Trusted Traveler Program Information System" and you will no longer be able to use the password that was previously registered.

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Q22 :
I think someone has discovered my User ID and password and I am worried that they may be used fraudulently.
A :

Depending on the situation, it might be better to delete your user information in order to prevent it from being used fraudulently. Please contact the "Trusted Traveler Program Information System" Help Desk. The contact details for the Help Desk can be found on the "Trusted Traveler Program Information System" HOME page.

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Q23 :
I incorrectly entered my password several times in a row resulting in my password being locked. What should I do?
A :

Since your locked password will be unlocked after one day, enter your password on the following day or later.
In cases of emergency, request the "Reissuance of a User ID and/or password" on the login page. A temporary password will be issued enabling you to use the "Trusted Traveler Program Information System" immediately.
However, if you have made a request for "Reissuance of a User ID and/or password ", a new temporary password will be issued by the "Trusted Traveler Program Information System" and you will no longer be able to use the password that was previously registered.

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Q24 :
What is a temporary password?
A :

A temporary password is the password that is issued by the "Trusted Traveler Program Information System" at the time of user registration or "Reissuance of a User ID and/or password".
Since a temporary password becomes invalid 24 hours after the automatic transmission of the temporary password notification email, change it to a new password by logging into the "Trusted Traveler Program Information System" within 24 hours.

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<Email Address>
Q25 :
Do I need to enter an email address?
A :

A valid email address (see Q26) must be registered since a confirmation email will be sent automatically by the "Trusted Traveler Program Information System" when you have registered as a user or registered your application information.

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Q26 :
Can the email address be a free email address or a mobile phone email address?
A :

Since the email is sent automatically by the "Trusted Traveler Program Information System" to the registered email address, the email address must be one which you will be able to check. We recommend that you register the email address of a personal computer since information may not be displayed correctly if you use a free email address or mobile phone email address. If you are going to register a free email address or mobile phone email address, make sure that emails from the "@ttp.moj.go.jp" domain can be received.

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Q27 :
I have changed my registered email address. Do I need to make any changes?
A :

Log into the "Trusted Traveler Program Information System" and register your new email address through the user information change page.

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Q28 :
I would like to change my registered email address. How do I do this?
A :

Log into the "Trusted Traveler Program Information System" and register your new email address through the user information change page.

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Q29 :
What kind of emails am I likely to receive from the Immigration Bureau?
A :

An email will be sent to your registered email address in the following situations.
- On completion of your user registration
- On completion of a user information change
- On completion of a password change
- At the time of re-notification of your User ID/password
- On completion of registration of your application
- On completion of your disembarkation card information pre-registration
- On completion of the preliminary inspection

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Q30 :
Is it possible to reply to the emails sent by the Immigration Bureau?
A :

It is not possible for you to reply to the emails sent by the Immigration Bureau (they will not be checked even if you send a reply).
For any inquiries, please contact the "Trusted Traveler Program Information System" Help Desk. The contact details for the Help Desk can be found on the "Trusted Traveler Program Information System" HOME page.

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Q31 :
I have forgotten all of the information of my User ID, password, and email address. How do I retrieve them?
A :

Contact the "Trusted Traveler Program Information System" Help Desk. The contact details for the Help Desk can be found on the "Trusted Traveler Program Information System" HOME page.

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Q32 :
I received an email which I know nothing about.
A :

If you received an email which you know nothing about indicating a password change or User ID re-notification, please contact the "Trusted Traveler Program Information System" Help Desk. The contact details for the Help Desk can be found on the "Trusted Traveler Program Information System" HOME page.

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<Entry of Identification Information>
Q33 :
How do I enter my nationality (region). In addition, I cannot find my nationality (region) among the options.
A :

Select it from the nationality (region) pull-down menu. Nationalities and regions are displayed in alphabetical order.
If your nationality (region) is not in the list of options, you cannot register your information since your nationality is ineligible for the Trusted Traveler Program.

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<Application Information Registration>
Q34 :
I received a Registered User Card. Is there any application that I need to submit using this system in order to be able to enter Japan?
A :

There is no application using the "Trusted Traveler Program Information System" required.
However, you do need to pre-register your disembarkation card information using the "Trusted Traveler Program Information System" prior to your next entry into Japan.
If you do not pre-register, you will have to enter the information at the automated gates.

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Q35 :
Are there any restrictions when uploading my facial photo at the time of submitting my registration for application?
A :

The requirements for the facial photo are as follows.
- The photo must be in a JPEG format.
- The file size must be between 10 Kbytes and 1,536 Kbytes.
- The image size must be 480 pixels in width and 640 pixels in height.
- The photo must contain only the applicant.
- The photo must meet all of the requirements for the sizes indicated in the diagram (the size of the face must be measured from the top of the head (including hair) to the tip of the chin).
- You must face the front without a hat.
- There must be no background (including a shadow)
- The photo must be a clear photo.

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Q36 :
Are there any restrictions on uploading explanatory materials at the time of registration of the application?
A :

The rules and notes on the explanatory materials are as follows.
- Only a PDF format file is allowed.
- The total file size of the files for the explanatory materials that are uploaded must be 10 Mbytes or less.
Up to five files can be uploaded as explanatory materials.

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Q37 :
How do I check the application information (contents of the application) that has been registered?
A :

You will not be able to check the details of the registered application information at a later date. We suggest that you print out the confirmation page that is displayed after you have entered your application information.

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Q38 :
Is it possible to check the status of the application?
A :

The following information can be checked on the "Application status check page" after logging into the "Trusted Traveler Program Information System": the application history and application status (application, receipt of the application, currently undergoing the preliminary inspection, preliminary inspection complete, currently undergoing the secondary inspection, inspection complete, withdrawal of the application).

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Q39 :
I submitted an application which contained some errors. Is it possible to change the contents of the application?
A :

The contents of the application cannot be changed directly once the application has been submitted. To change the contents of a registered application, withdraw the application and re-submit an application after the withdrawal has been completed.

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Q40 :
Is it possible to withdraw an application that has already been submitted?
A :

An application that has been registered can be withdrawn on the "Application status check page" by logging into the "Trusted Traveler Program Information System".
It may take a while for the withdrawal of the application to be completed.
Note that an application cannot be withdrawn after the secondary inspection has started.

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Q41 :
When will I be able to proceed to the secondary inspection?
A :

After the preliminary inspection has been completed, a notification email of completion of the preliminary inspection will be sent to your registered email address. Proceed with the procedure for the secondary inspection following the instructions given in the notification email.

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Q42 :
Although I received a message saying that a registration completion email would be be sent after I registered my application information, I haven't received an email.
A :

If you do not receive an email after one day, please contact the "Trusted Traveler Program Information System" Help Desk. The contact details for the Help Desk can be found on the "Trusted Traveler Program Information System" HOME page.

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<Disembarkation card information pre-registration>
Q43 :
Do I have to enter information such as my nationality or region, which are supposed to be entered in the disembarkation card, on each occasion?
A :

There is no need to enter information that can be read from the passport such as your "nationality or region".

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Q44 :
Can I change the information in the disembarkation card which has been set as default information?
A :

Log into the "Trusted Traveler Program Information System", and change the default settings through the "Pre-entry of disembarkation card information page".

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Q45 :
If I did not enter the disembarkation card information online, is it possible for me to go through the automated gates using the Registerd User Card?
A :

It is possible to go through the automated gates using the Registerd User Card?
However, since you will then have to enter your disembarkation card information before passing through the automated gates, it will take additional time for you pass through.

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Q46 :
How do I change the disembarkation card information that I entered online?
A :

Log into the "Trusted Traveler Program Information System", and change the information on the "Pre-entry of disembarkation card information page".

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Q47 :
How long will my disembarkation card information that I entered online be valid at the automated gates?
A :

Your disembarkation card information will be valid for a maximum of 12 hours from the time of entering the information.

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<Others>
Q48 :
I do not understand the meaning of an error message, or what action I have to take in response.
A :

A list of error messages is attached as a separate volume of the Operation Manual. Refer to the list to find out more about what the error messages mean and what actions should be taken

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Q49 :
An error indicating an incorrect transition was displayed.
A :

If you hit your browser's "Return" button or your keyboard's "Back Space" key in the middle of entering information, the operation will be recognized as an incorrect transition and you will be logged out of the system. Do not press either of these buttons.

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