A payment with my debit or prepaid card failed, but the amount was still withdrawn from my account or balance. Why?

If you're using a debit card, prepaid card, or a card issued outside of Japan, the payment amount is temporarily held (or deducted) from your account as soon as you try to make a purchase.

Because of this system, even if the payment fails due to a processing error or network issue, the purchase amount might still be temporarily billed to your account.

Please rest assured that any amount temporarily withdrawn will be returned to your account or balance after a certain timeframe.

Estimated timeframe for refunds:
In some cases, the refund may be processed within a few days. However, depending on the card issuer's processing schedule, it may take 45 to 60 days.
Please note that we're unable to check the exact refund timing, so contact your card issuer directly for more information.

Refund process:
In most cases, the refund will be processed automatically, so no action is needed.



If you still have questions or concerns about the refund, contact the relevant service with the following details.
・Date and time of the payment
・Payment amount
・Any other detail that may help identify the transaction



Related article:
Why was my credit card charged 1 JPY or 100 JPY without my authorization?