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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?
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?
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?
Q4 :
I’m not sure whether I meet the requirements for registration. Can you check for me beforehand?
<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?
Q6 :
Is there some way to apply for registration without Internet access?
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?)
Q8 :
Does the facial photo I send have to be the same as the facial photo used in my passport?
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?
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?
Q11 :
What kind of information needs to be given in the employment certificate given in (i) of the answer to Q10?
Q12 :
What specific materials have to be submitted as the materials given in (ii) of the answer to Q10?
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?
Q14 :
Is there an expiration date for any documents or materials that I need to submit?
Q15 :
Can the Japanese translation or English translation to be attached to the documentation of proof be one that I did myself?
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?
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?
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?
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?
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?
<After the registration>
Q21 :
If I have a registered user card, does that mean I don’t need my passport when I enter Japan?
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?
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?)
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?
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?
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?
<About the registered user card>
Q27 :
What kind of information is given on the registered user card?
Q28 :
What language is used for the details on the registered user card?
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?
Q30 :
Does the registered user card have an expiration date?
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?
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?
Q33 :
A friend of mine would like to try using the automated gates. May I lend him my registered user card?

- System Operation -

<Basic Items>
Q1 :
Is there any manual explaining the use of the Trusted Traveler Program Information System?
Q2 :
What are the operating hours of the Trusted Traveler Program Information System?
<Use Environment>
Q3 :
Are there any restrictions on the Internet browsers that may be used to access the Trusted Traveler Program Information System?
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?
Q5 :
Is it possible to use the Trusted Traveler Program Information System using a mobile phone or a smart phone?
Q6 :
Are there any restrictions on the languages used on the Trusted Traveler Program Information System?
<User Registration and Login>
Q7 :
What is the user registration procedure?
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?
Q9 :
How do I check my registered user information?
Q10 :
How do I change my registered user information?
Q11 :
How do I delete my registered user information?
Q12 :
I have been re-issued a Registered User Card. Do I need to change my User ID and password?
<User ID>
Q13 :
How do I set a User ID at the time of user registration?
Q14 :
Is there an expiry date for the User ID?
Q15 :
Can one user obtain multiple User IDs?
Q16 :
How do I change my User ID?
Q17 :
What should I do if I have forgotten my User ID?
<Password>
Q18 :
How do I set my password?
Q19 :
How do I change my password?
Q20 :
Is there an expiry date for the password? And what should I do if the password has expired?
Q21 :
What should I do if I have forgotten my password?
Q22 :
I think someone has discovered my User ID and password and I am worried that they may be used fraudulently.
Q23 :
I incorrectly entered my password several times in a row resulting in my password being locked. What should I do?
Q24 :
What is a temporary password?
<Email Address>
Q25 :
Do I need to enter an email address?
Q26 :
Can the email address be a free email address or a mobile phone email address?
Q27 :
I have changed my registered email address. Do I need to make any changes?
Q28 :
I would like to change my registered email address. How do I do this?
Q29 :
What kind of emails am I likely to receive from the Immigration Bureau?
Q30 :
Is it possible to reply to the emails sent by the Immigration Bureau?
Q31 :
I have forgotten all of the information of my User ID, password, and email address. How do I retrieve them?
Q32 :
I received an email which I know nothing about.
<Entry of Identification Information>
Q33 :
How do I enter my nationality (region). In addition, I cannot find my nationality (region) among the options.
<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?
Q35 :
Are there any restrictions when uploading my facial photo at the time of submitting my registration for application?
Q36 :
Are there any restrictions on uploading explanatory materials at the time of registration of the application?
Q37 :
How do I check the application information (contents of the application) that has been registered?
Q38 :
Is it possible to check the status of the application?
Q39 :
I submitted an application which contained some errors. Is it possible to change the contents of the application?
Q40 :
Is it possible to withdraw an application that has already been submitted?
Q41 :
When will I be able to proceed to the secondary inspection?
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.
<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?
Q44 :
Can I change the information in the disembarkation card which has been set as default information?
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?
Q46 :
How do I change the disembarkation card information that I entered online?
Q47 :
How long will my disembarkation card information that I entered online be valid at the automated gates?
<Others>
Q48 :
I do not understand the meaning of an error message, or what action I have to take in response.
Q49 :
An error indicating an incorrect transition was displayed.