TOBE Official Resale FAQ
(for MOALA Ticket Only)

実際の公開ページでは回答部分が閉じた状態で表示されます。

Questions About Your Account

  • I logged into my MOALA Account, but I see an unfamiliar email address displayed.

    When you create an account with Apple ID, it may be registered with an email address using the domain "@privaterelay.appleid.com".
    This email address is randomly generated when email privacy settings are enabled for Apple ID. Emails will be forwarded to the email address registered with Apple ID, and you can still use the ticket download feature without any issues. Please rest assured.

  • An error message saying "すでに他のMOALAのアカウントに紐づいています" is displayed, and I cannot link my TOBE ID.

    This message appears when your TOBE ID is already linked to another MOALA Account. Since the combination of MOALA Account and TOBE ID cannot be changed, please log in again using the MOALA Account that is already linked to your TOBE ID.

  • Unable to log in to MOALA Account due to an error

    Please check the following:

    ・Make sure you are using the recommended browser.
    　Use Safari for iPhone and Chrome for Android.
    ・Try clearing your browser’s cache and cookies.

    For iPhone:
    https://support.apple.com/en-us/guide/iphone/iphacc5f0202/ios
    For Android:
    https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DAndroid&oco=1

  • What Is the “My Number Card Authentication” Displayed in My MOALA Account?

    This is a new feature from a MOALA Ticket update.
    It is not used for TOBE events, so no additional registration is required.
    Even if you register your My Number Card, face authentication cannot be used for entry.

  • ここをクリックして表示したいテキストを入力してください。

    ここをクリックして表示したいテキストを入力してください。テキストは「右寄せ」「中央寄せ」「左寄せ」といった整列方向、「太字」「斜体」「下線」「取り消し線」、「文字サイズ」「文字色」「文字の背景色」など細かく編集することができます。
余白(20px)
余白(20px)
実際の公開ページでは回答部分が閉じた状態で表示されます。

Questions about ticket

  • How do I return a transferred ticket?

    Please follow the steps below:
    1. Display the Ticket
      Display the ticket you want to return to the purchaser.
    2. Return the Ticket
      Tap "Return to Purchaser"（代表者へ返却） > "Return"（返却）.
    3. Confirm the Return
      Make sure that "Returned to Purchaser" is displayed.

  • "Transfer Not Allowed" is displayed and I cannot transfer the ticket to my companion

    For events requiring prior companion registration, if the companion’s information or procedure is incomplete, "Transfer Not Allowed"（分配不可） may be displayed.
    In such cases, the ticket cannot be transferred. Please arrive at the venue together on the day of the event. (Only pre-registered companions will be allowed entry.)

  • Where can I check my seat number?

    Seat numbers can be checked in the Ticket List after entry.
    (Companion seat numbers can also be confirmed from the purchaser’s Ticket List after entry.)

  • ここをクリックして表示したいテキストを入力してください。

    ここをクリックして表示したいテキストを入力してください。テキストは「右寄せ」「中央寄せ」「左寄せ」といった整列方向、「太字」「斜体」「下線」「取り消し線」、「文字サイズ」「文字色」「文字の背景色」など細かく編集することができます。
余白(20px)
余白(20px)
実際の公開ページでは回答部分が閉じた状態で表示されます。

Questions about selling

  • How do I sell my tickets for resale?

    Please withdraw your tickets from MOALA Ticket and list them for sale on the resale site.
    For more details, please refer to the “How to Apply for Resale Listing” guide.

  • If I sell my tickets, is it guaranteed to sell?

    We cannot guarantee that your tickets will sell.
    Please understand this beforehand.

  • Can I sell a companion’s ticket?

    Yes, you can sell it if the companion returns the ticket to the purchaser.
    Please refer to the "Selling Guide" for instructions on how to sell and return a companion’s ticket.

    For events that require prior companion registration, if the resale is unsuccessful, the ticket can only be returned to the registered companion.
    If the companion’s registration was incomplete, the purchaser can sell the ticket via the ticket details page. Be sure to obtain the companion’s consent before selling.

  • I’m a companion. can I sell my ticket?

    Companions cannot sell tickets.
    If you wish to sell, please return the ticket to the purchaser, and the purchaser need to sell it.

  • How many tickets can I sell?

    You can sell as many tickets as you want.

  • I don't have a bank account.

    You cannot sell without a bank account.
    A bank account is required to receive the payment of a successful resale.
    Please prepare a Japanese bank account.

  • I can't register my bank account.

    Please check the following:
    ・Is the the account number and account holder's name input correctly?
    ・Is your Internet connection stable?

  • I sold two tickets together, but I want to cancel one sale and sell only one.

    If it is within the listing reception period, you can change the number of tickets sold.
    Please follow the steps below:

    1. Display "Listing History"（出品履歴） on the resale site My Page.
    2. Tap the ticket you want to cancel.
    3. Tap "Cancel Listing"（出品を取消す）.
    4. Display "Ticket List"（チケット一覧） on the resale site My Page.
    5. Tap the ticket you canceled.
    6. Tap "Return Ticket to MOALA Ticket"（MOALA Ticketにチケットを戻す） > "Return Ticket"（チケットを戻す）.
    7. Open the MOALA Ticket and retrieve only the ticket you want to sell.
    8. Move to the resale site and sell the retrieved ticket.

  • Can I cancel a sale?

    You can cancel the sale if it is within the application period for listing.
    Cancellation or changes cannot be made after the application period for listing, so please consider carefully before selling.

  • Are there any fees for selling?

    If the resale is successful, the amount after deducting the following from the ticket price will be transferred to your bank account:
    ・Resale fee (10% of the ticket price per ticket)
    ・Transfer fee 440 yen per ticket
    Please note that various fees at the time of ticket purchase are not eligible for payment.

  • The resale was successful. How will I receive the payments?

    The payments will be transferred to your registered bank account.
    You can check the receiving account and transfer date by tapping the successfully resold ticket in "Selling History"（出品履歴） on the resale site My Page.

  • The resale was successful. When will I receive the payments?

    You can check "Selling History"（出品履歴） on the resale site My Page.
    Tap the ticket marked "Transfer Process Completed"（振込手続き完了） to view the scheduled transfer date.
    *The payment is usually made within one week after the transfer date.

  • Can I change the bank account for transfer?

    You can change it by following these steps:
    1. Open "Account Information"（アカウント情報） on the resale site.
    2. Tap "Change Account Information"（口座を再設定）.
    3. Enter the account information you want to change and tap "Save"（保存）.

  • An error message saying "振込エラー" is displayed, and I couldn't receive the payment.

    Please change the receiving account from "Selling History"（出品履歴） on the resale site My Page.
    For details, please refer to "In Case of Transfer Error" in the Selling Guide.
    *You can check the scheduled transfer date by tapping the successfully resold ticket.

  • The resale was not successful. Can I use the ticket myself?

    You can use the ticket by returning it to the MOALA Ticket.
    For details, please refer to "Check on My Page - If Unsuccessful -" in the Selling Guide.

  • The resale was not successful. Can I get a refund for the ticket?

    We cannot provide a refund.

  • ここをクリックして表示したいテキストを入力してください。

    ここをクリックして表示したいテキストを入力してください。テキストは「右寄せ」「中央寄せ」「左寄せ」といった整列方向、「太字」「斜体」「下線」「取り消し線」、「文字サイズ」「文字色」「文字の背景色」など細かく編集することができます。
余白(20px)
余白(20px)
実際の公開ページでは回答部分が閉じた状態で表示されます。

Questions about applications

  • How can I apply?

    You can apply after registering for a MOALA Account and linking your TOBE ID.
    Please check the Purchase Guide for details.

  • I don't have a credit card. Can I apply?

    Some debit cards and prepaid cards can also be used.
    Details vary depending on the credit card company, so please contact your credit card company.

  • I couldn't register my credit card.

    Please check the following:
    ・Is the card number in full-width characters, or are there unnecessary spaces in the input?
    ・Has the expiration date passed?
    ・Have you exceeded the credit limit?
    *Regardless of domestic or overseas issuers, VISA, MasterCard, JCB, Diners Club, and American Express can be used.
    *UnionPay cards cannot be used.

  • Can I also apply for companion tickets?

    Resale tickets can only be applied for by the applicant for his/her own use.
    The person wishing to purchase tickets must apply for the tickets themselves.

  • Are there any fees for applying?

    If the resale is successful, the following fees are required in addition to the ticket price:
    ・Resale fee (10% of the ticket price per ticket)
    ・Application fee 440 yen per ticket

  • Can I cancel my application?

    You can cancel if it is within the application reception period.
    Please note that cancellations after winning cannot be made.

  • I was charged right after applying for resale

    The payment notice you received is for a temporary authorization, not a completed charge.
    If you used a prepaid or debit card, the amount may be deducted temporarily. If you do not win a ticket, the charge will be refunded later.

  • When will I know the draw results?

    It depends on the event.
    Please check "Application History"（申込履歴） on the resale site My Page.

  • I haven't received the email with the draw results.

    The draw results will be sent to the email address of your MOALA Account.
    If you do not receive the email, please check the draw results in "Application History"（申込履歴） on the resale site My Page.
    *If you created a MOALA Account with a private Apple ID, it will be registered with the domain "@privaterelay.appleid.com", but the email will be forwarded to the email address registered with your Apple ID, so please rest assured.

  • I won a ticket, but the ticket is not displayed.

    You can check your winning ticket under "Application History"（申込履歴） on the resale site My Page.
    To use the ticket, make sure to receive it and display it in the MOALA Ticket.
    For details, please refer to the “Receiving Winning Tickets” section in the Purchase Guide.

  • I can no longer attend the event. Can I cancel the winning ticket?

    Cancellations after winning are not allowed.
    We cannot provide refunds for any reason, so please understand.

  • I did not win a ticket. When will I get my refund?

    The timing of cancellation and refund for temporary authorizations depends on the card issuer.
    Please contact your credit card company directly for details, as we are unable to provide information.

  • ここをクリックして表示したいテキストを入力してください。

    ここをクリックして表示したいテキストを入力してください。テキストは「右寄せ」「中央寄せ」「左寄せ」といった整列方向、「太字」「斜体」「下線」「取り消し線」、「文字サイズ」「文字色」「文字の背景色」など細かく編集することができます。
余白(20px)
余白(20px)
実際の公開ページでは回答部分が閉じた状態で表示されます。

Face registration may be required depending on the event. Please check the official announcement for details.
Questions About Face Photo Registration

  • I want to change my registered face photo

    You cannot change the registered face photo for one year after submission.

  • I cannot access the camera for face registration

    If camera access is denied, please allow access in your browser settings.

    ■For iPhone
    Use Safari browser. Follow these steps to change settings:
    1. Open the “Settings” app
    2. Search for “Safari”
    3. Tap “Safari” in the search results
    4. Scroll down to “Camera” and select “Allow”

    ■For Android
    Use Chrome browser. See the guide below:
    https://support.google.com/chrome/answer/2693767?hl=en&co=GENIE.Platform%3DAndroid&oco=1


  • ここをクリックして表示したいテキストを入力してください。

    ここをクリックして表示したいテキストを入力してください。テキストは「右寄せ」「中央寄せ」「左寄せ」といった整列方向、「太字」「斜体」「下線」「取り消し線」、「文字サイズ」「文字色」「文字の背景色」など細かく編集することができます。
余白(20px)
余白(20px)