Faq

Please understand there are different phone numbers that are managed seperately:

1. Registered/ login phone number. This is the number you used to register this account or the phone number you changed into later for login. Currently we cannot support adding a phone number if you didn't use phone number to register.

2. Receiving phone number: This is the number you set in shipping address. Please manage that in 'shipping address', and do update it before you place order, it will be difficult to change after the order is established.

3. Wallet/payment phone number: This is the phone number you set when you try to use payment methods like Pay after delivery, Pay in installments and Konbini. Please manage it in 'payment'-'settings'.

1. Please first check your email/phone number that received notifications. Or you could recall whether you logged in with a third party account like Google.

2. Find account with payment information:

• There's a self-service tool to find account (only suitable for card payment orders).
• If you paid with other method (Paypal etc.) : You can first go to that payment platform to download a detailed transaction record, then chat with online agent escalate the case and help you find account.

• If you can not sign in your account because of forgoting password, click here to reset password.

• If the tracking number changed a new one as below, it means that the shipping method of shared orders had been updated a better one to improve the shipping time and you can pick up the orders’ packages together for the new shared tracking number.