Customer Queries

I am planning to buy the Northern Kyushu Rail Pass (5-Day) for my upcoming trip to Japan. However, I will renew my passport soon, and the passport number will change after I purchase the pass. If I buy the pass now using my current passport number, can I still redeem and use it later with my new passport after renewal?

Will it be acceptable to show both passports (old and new) when I exchange the pass in Japan?

Reply: Yes — you can redeem and use the pass even if your passport number changes after purchasing the voucher, provided you bring both the old and new passports and can show that the voucher was purchased under the old passport number.

I bought train ticket from Seoul to Busan and back . I asked for Wheelchair accessibility seat . They booked me tickets but ignore my needs . What can I do ? Do you have customer service desk at Seoul station ?

Reply: Hello, Thank you for contacting us. We are very sorry to hear about the inconvenience you experienced when booking your tickets from Seoul to Busan. All KTX trains are equipped with wheelchair-accessible areas and restrooms, and we always do our best to accommodate passengers with mobility needs. In some cases, however, wheelchair seats may be limited and must be reserved in advance. If your ticket does not currently include a wheelchair-accessible seat, please contact our Customer Service Center as soon as possible with your booking details so we can review and assist you.

I made reservation F7CF3449 today for a tour tomorrow and after it was confirmed by Withlocals the host contacted me said she cannot make it. It’s less than 24 hours to the tour so if I cancel I might lose my deposit. Can I cancel and still receive my deposit ? Please advise. Thank you.

Reply: Hello, Thank you for reaching out to us, and we’re very sorry to hear about your experience. If your local host is unable to conduct the tour, please rest assured that you will not lose your deposit or any payment. In such cases, the cancellation is treated as host-initiated, and you are fully entitled to a full refund or a free rebooking with another host of your choice. Please cancel the booking through your Withlocals account, and our system will process the refund automatically once the cancellation is confirmed as host-initiated. If you prefer, our support team can also handle this directly for you. Kindly reply with your booking reference (F7CF3449) and we’ll make sure your refund or rebooking is arranged right away. We sincerely apologize for the inconvenience and appreciate your understanding.

Can I please request an email address for head office customer service.

Reply: Hello, Thank you for getting in touch with us. You can reach Motel One Head Office Customer Service Team by email at: service@motel-one.com Please include your booking details and the name of the Motel One location in your message so team can assist you as quickly as possible.

Hello, I’m a Yemeni civilian well I have Redmi Note 8 Pro China ROM I’d like to purchase in-game like Game for peace however it asks me for Health System Real-ID Check how can I do it ? My wechat is verified + Alipay verified And whenever I get QQ Music VIP from lucky spin using 500 gold coins I can’t only download 4 songs. Please I don’t know what to do although I really want to support you and donate but I can’t have what I want!

Reply: Thank you for reaching out to us and for your continued support — we truly appreciate it. Regarding the Real-ID Health System verification, this process is managed under China’s gaming and content regulations and requires a verified Chinese national ID number. At this time, overseas users (including those with verified WeChat or Alipay accounts) are unfortunately not able to complete Real-ID verification unless they possess a valid Chinese ID. For your QQ Music VIP issue, please note that VIP access or rewards obtained from events (such as lucky spins) may come with limited privileges — for example, partial song download rights. Full download and streaming access are only available through a regular paid VIP subscription purchased directly within the QQ Music app.

Please my wechat is restricted i can send messages

Reply: Thank you for contacting Support. We understand that your account is restricted and you’re unable to send messages. Our team is currently arranging a call to assist you further with this issue. Please keep your phone available and ensure that your contact details are up to date so we can reach you promptly. We appreciate your patience and will be in touch shortly.

Hello !
First I would like to thank you for a nice Prague in which I stayed five days.
On the day of returning home , in Praha station, I waited in front of the monitor which showed the departure time and the platform. Just less than 20 minutes before the journey, the monitor showed that the train Nr.174 Praha – Berlin was on platform (6) . I quickly went there in order to reach my train, but when I got there , the information was not correct . I had then only a few minutes left to reach my train – what should I do ? But I was lucky that I found a train conductor who told me that the ( Platform ) has been changed to Nr.(4)
Could you imagine how difficult for me as an old man was the situation ?
I really would like to visit Praha again and if I will take the train the next time , so I ask you to find a solution to this problem . And I would also like to ask : Couldn’t the one who was responsible for the monitor ,waited for another few minutes before he or she gave the correct information.
Thank you in advance !
Najib Al Saddawi
alsaddawinajib@gmail.com

Reply: Dear Mr. Al Saddawi, Thank you very much for your message and for sharing your experience with us. We’re delighted to hear that you enjoyed your stay in Prague, but we sincerely regret the inconvenience you faced at Praha station regarding the incorrect platform information for train no. 174 to Berlin. We understand how stressful such a situation can be, especially when time is limited and information changes close to departure. Please be assured that we continuously work to ensure our departure boards and announcements reflect the most accurate and up-to-date information. Occasionally, last-minute operational changes may occur due to train scheduling or safety reasons, and we regret any confusion this may have caused. Your feedback has been shared with the responsible department to help improve communication and reduce such occurrences in the future. We truly appreciate your understanding and hope to welcome you again for a smoother and more comfortable journey next time.

I purchased a Pathe Explorer subscription today, and when I tried to redeem my number for a movie ticket I was told it had already been redeemed. I haven’t yet used my one film per month. Please help.

Reply: Thank you for reaching out to us. We’re sorry to hear about the issue with your Pathé Explorer subscription. Please note that your subscription should allow one film per month, so if the code is showing as already redeemed, it may be due to a technical or activation error. Kindly share the following details so we can look into this for you right away: The email address used for the subscription The Explorer code or subscription number A screenshot of the error message (if possible)

Hello help ser.
My account authentication is lost and I can’t log in. Can admin help me?

Reply: Yes, we can definitely help you with this. Please share your registered email address and any other details related to your account (such as username or last login date) through our secure support form so we can verify your ownership. Once verified, our team will assist you in restoring access to your account. Thank you for your patience.

I can’t verify my Yex account because the name on my ID card only has 1 word.

Reply: Thank you for reaching out. We understand the difficulty you’re facing with verification because your ID contains only one name. Please upload your ID as it is, and also provide an additional supporting document (such as a utility bill, bank statement, or government-issued letter) that shows the same name. Yex team will review the documents, and if further clarification is needed, they will contact you directly.

I am requesting to delete my ID: 82332860 account in your website
byex-us.com. Can you confirm when completed Thank you.

Reply: To proceed with the official deletion of your account ID: 82332860 on byex-us.com, we kindly ask you to follow the steps below: Submit a formal request – Please send an email to our support team at [support@byex-us.com] using the same registered email address linked to your account. Verify your identity – In your email, include your account ID, full name, and a valid identity document (partially masked if you prefer, but sufficient to confirm ownership). This is required to prevent unauthorized requests. Confirmation – Once we verify your request, we will begin the deletion process. You will receive a confirmation email, and the account will be permanently removed within 7 business days.

Hello,

I have already made a reservation for the Sanyo Shinkansen through the JR-WEST Online Reservation system.
The payment was successfully processed with my credit card at the time of booking.

However, the credit card I used for payment will be cancelled (terminated) before my trip.
I will still bring the same physical card with me, but it will no longer be valid for payment.

My question is:

Can I still use this cancelled card to pick up my reserved tickets from the ticket machine or counter, as long as the card can be physically inserted and recognized?

I just want to make sure that the cancellation of the card will not cause any issue when I try to collect my tickets.

Thank you very much for your assistance.

Reply: Thank you for contacting us regarding your reservation on the JR-WEST Online Reservation system. When collecting reserved tickets at a ticket machine or counter, the credit card used at the time of booking is required only as a verification tool. The system does not attempt to charge the card again at pickup. As long as you are able to physically insert the same card used for the original payment, your reservation can be retrieved and the tickets issued. Therefore, even if your card has been cancelled (terminated) by your bank, you should still be able to use it for ticket collection, provided that the magnetic strip/IC chip can be read and the card details match the booking record. If you have any concerns about the card being physically unusable (e.g., damaged, unreadable), we recommend bringing a printed copy of your reservation confirmation and contacting the station staff at the ticket counter, who can assist with identity verification and ticket issuance. We hope this clarifies your concern, and we look forward to welcoming you aboard.

I booked the JR West Kansai-Hiroshima Area Pass through the official website to make reservations before my Japan trip. But now I do not have the reservation number of the JR West Kansai-Hiroshima Area Pass neither have I recieved a booking confirmation. It is only shown on my credit card account

Reply: We understand your concern regarding the missing reservation number and confirmation email for your Kansai-Hiroshima Booking Reservation. As we are unable to trace your booking without these details, we have arranged for our support team to call you back directly to verify your details and assist you further. Kindly keep your details available during the call for faster assistance. We appreciate your patience and will resolve this matter as quickly as possible.

Apple Pay に関して ICOCA カードサポートへお問い合わせしたいと思います。現在、ウクライナの Apple Store では ICOCA が利用できませんが、SUICA は利用可能です。ウクライナの Apple Store でも ICOCA を利用できるようにしていただくことは可能でしょうか。

Reply: Thank you for contacting ICOCA Support. We appreciate your inquiry regarding the use of ICOCA on Apple Pay. At present, ICOCA is only available for registration and use in certain regions and is not supported in the Ukrainian Apple Store. While Suica may be available in your region, ICOCA is currently limited to the Japanese Apple Store. We regret any inconvenience this may cause. Please be assured that we are continually working with Apple to improve our services, and your feedback has been shared with the relevant department for future consideration

Hello,I am very sorry that I could not answer your email,I was sick I had fiber.But I would like to participe in your cruise. Could you reconsider your decision, or give me an email contact who could reconsider it. Could you grant my request and send me necessary informations please.
Best regards Antónia Rusnáková

Reply: Dear Antónia Rusnáková, Thank you for reaching out and we hope you are feeling better now. We understand your situation and truly appreciate your continued interest in joining our cruise. We have shared your request with the concerned department for reconsideration.

I funded my account and 120k and the money was not confirmed then my account got banned immediately… I need my money refunded

Reply: Dear User, Thank you for contacting Support. We are sorry to hear about the difficulties you experienced with your account. Your concern regarding the deposited amount of 120,000 and the subsequent account restriction has been noted. To expedite resolution, a member of our support team will call you back once your request has been reviewed. Please ensure that your contact number is included in your email for the callback. We appreciate your patience and will work diligently to resolve this issue.

Good afternoon,
My name is AleX.
I have a screenplay that won’t just fit into the world of cinema — it has the power to take it to an entirely new level. This is a story that breaks the usual boundaries and opens the door to worlds the audience has never experienced before.

This isn’t just another script — this is an event.
And I am ready to share it with those who can truly recognize its scale.

Could you please let me know where and with whom I can get in touch to present this project?

Sincerely,
AleX

Reply: Dear AleX, Thank you for reaching out and sharing your interest in presenting your screenplay to Columbia Pictures. We appreciate your enthusiasm and the effort you’ve put into your project. For submissions of original screenplays or film projects, Columbia Pictures works exclusively through established industry channels, including literary agents, managers, or recognized entertainment attorneys. Unfortunately, they are unable to accept unsolicited scripts directly from individuals without representation. We recommend that you contact or secure representation through a licensed agent or manager who can submit your project on your behalf. You can also visit our official submissions page for further guidance: https://www.sonypictures.com/corp/contact We wish you the best in finding the right avenue to present your screenplay.

Keep Jimmy Kimmel off the air he does not represent the Disney corporation well at all. Or what your values are supposed to be.

Reply: We value and respect the opinions of all viewers who share their thoughts with us. Your concern regarding Jimmy Kimmel and how his presence reflects on the Disney brand has been noted. We understand that audiences may have differing perspectives on public figures and their alignment with corporate values. As a company, we remain committed to fostering entertainment that reflects creativity, responsibility, and inclusivity. All feedback is carefully reviewed and passed along to the appropriate teams. Thank you for taking the time to express your views. Your input helps guide us in maintaining the highest standards of content and representation across our platforms.

I put in for money to be transferred on 9-18-25 to my ImTomen account. All it shows is WAITING.

Reply: A call from the support team has been scheduled to review your case in detail and assist you further. Please keep your registered phone available, and one of the representatives will contact you shortly.

I would like a credit increase. How do I go about it?

Reply: Your request has been forwarded to the concerned department. You will receive a call from an official shortly.
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