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How may Smiles help you?

FAQs

  • Remit
  • Connection
  • Points
  • Refer a Friend
  • Others

What's happening with your registration?

Find out our answer base on frequently questions. In case, you need more information or detail, pick your question and ask our devoted chatbot as well as excellent customer support team.

Login

For security purposes, the Smiles App only allows one log-in account per mobile device. In other words, one cannot log-in to his/her SMILES account in different devices at the same time.
 
You can, however, switch device by following the steps below:
  1. Install Smiles App to your new mobile device.
  2. Select the Language you prefer.
  3. Tap [ Login ] under ‘Already have a Smiles account?’ and log-in with your registered log-in account.
  4. Check the confirmatiion code which begins with ‘C-‘ sent to your registered e-mail address. Enter the 6-digit code in the provided field in the SMILES App.

For security purposes, the Smiles App only allows one log-in account per mobile device. In other words, one cannot log-in to his/her SMILES account in different devices at the same time.

An Invitation code is a special unique set of numbers assigned to each SMILES member. A remitter can use this code to invite colleagues, family members, friends or acquaintances to register with SMILES in order to earn 500 Shokai points. The points will be added automatically in the App wallet after the first remittance of the person introduced.

It is not advisable to change your name directly via the SMILES App. Your registration will be subject for review if you re-submit the same ID. In order for us to effect some changes, you need to provide an updated ID reflecting your correct and/or updated name.

If you have corrections, please contact our customer service thru 050-5305-6669 or via LINE/Viber 070-2628-8726.

You cannot edit your birthdate via the SMILES App. If you have corrections, please contact our customer service thru 050-5305-6669 or via LINE/Viber 070-2628-8726.

You only change your address if you have recently moved and have updated your residence card in the city hall. To update your address, you must submit your updated ID by following the instructions below:

Click MENU> Go to ACCOUNT MANAGER> Scroll down to ADDRESS> Press EDIT> Choose MOVE> Submit your updated ID

For inquiries, please contact our customer service thru 050-5305-6669 or via LINE/Viber 070-2628-8726.

To change your e-mail address and contact number, kindly follow the instructions below:

  1. Click MENU
  2. Go to ACCOUNT MANAGER
  3. Scroll down to CONTACT INFO
  4. Press the arrow located at the right side of EMAIL or PHONE
  5. If you are updating your email, choose EMAIL, then a pop-out message will appear. Click OK. Then, enter the new e-mail address in the field provided. Afterwards, press SEND CODE. The code will be sent to the e-mail address you just entered. Enter the number CODE in the field provided.
  6. If you are updating your contact number, choose PHONE, then you will be asked to enter your new contact number in the field provided. Afterwards, click DONE.

For inquiries, please contact our customer service thru 050-5305-6669 or via LINE/Viber 070-2628-8726.

To change your password, kindly follow the instructions below:

  1. Go to MENU
  2. Click SETTINGS/ OTHERS
  3. Press LOGIN ACCOUNT/PASSWORD
  4. Go to PASSWORD and click RESET
  5. A confirmation code will be sent to your registered email. Enter the number CODE in the field provided. Then, click NEXT
  6. Enter your NEW PASSWORD

This means you have originally registered with SMILES using your Facebook account. In order to reset your password, your account must be switched to MAIL instead. Kindly contact our customer service thru 050-5305-6669 or via LINE/Viber 070-2628-8726 regarding this matter.

No, you are not allowed to have multiple SMILES accounts.

To delete your SMILES account, kindly follow instructions below:

  1. Go to MENU
  2. Click SETTINGS/ OTHERS
  3. Press DELETE ACCOUNT

For inquiries, please contact our customer service thru 050-5305-6669 or via LINE/Viber 070-2628-8726.

You are not allowed to delete any of your remittances in your transaction history.

Registration

To register with SMILES, you need a valid email address and a valid Japan ID such as residence card (if you are non-Japanese) or valid Japanese driving license (for Japanese).

The following IDs are accepted:

  • For foreigners, valid Residence Card
  • For Japanese nationals, valid Driving License, valid passport or valid MyNumber card
  • For Diplomats and Officials with diplomatic passport, valid Passport
  • For Non-Japanese with no Residence Card, valid passport including visa page

You can find your ID number at the top right most part of your residence card. The ID number is comprised of four (4) alphabet letters and eight (8) digit numbers. Ex. XX12345678XX

You can still register even without submitting the My Number.

Yes, you may register even without a Japan contact number. If you have none, you may input a zero (0).

The confirmation code is sent to your registered email. If the code does not appear in your inbox in about 2-5 minutes, please check your Spam and Junk folders. If still no code was received, please try to input another email address- Yahoo or Gmail.

For assistance, please contact our customer service thru 050-5305-6669 or via LINE/Viber 070-2628-8726.

You must come up with an 8-character or above alphanumeric combination without punctuation marks. Do not use easy combinations like your name or birthday. Ex. X123XX46XX

If you cannot remember your postal code, you may try to search your address in Google using the following format: street number, area name, ward/city, prefecture Ex. 1-15-12 Kudankita Chiyoda-ku, Tokyo

In order to take the correct selfie photo, ensure that your whole face is clearly visible in the camera. Then, hold your residence card just below your chin area. You may refer to the sample photo in the App for reference.

Approval of your registration may take around 1-3 business days. If no confirmation has been received after 3 days, go to Chat and check whether you received a notice regarding the need to re-do the registration process.

If you have not received any notice, please contact our customer service thru 050-5305-6669 or via LINE/Viber 070-2628-8726.

In the SMILES App, click News then あなたへの通知 for the status of your registration. If there is no problem with your registration, you will receive a Welcome message confirming its approval. Otherwise, you will receive a notice containing the instructions on how to correct your submitted details.

For inquiries, please contact our customer service thru 050-5305-6669 or via LINE/Viber 070-2628-8726.

Smiles Cards

The SMILES Wallet Card is a Japan Post Bank ATM Card used to fund money to your Smiles app-wallet. From the SMILES App, once the money is funded to the App wallet, a remittance request is created by the remitter to send money to the selected beneficiary from Japan.
 
This card has a limit of 100,000 JPY per deposit when used in the ATM. Transactions over the said amount must be processed via the counter instead. The card number starts with SMILES.

You can order a SMILES Wallet Card via the Smiles App: From [ Menu ] > [ Smiles Wallet Card ] > [Order Smiles Wallet Card]

The SMLINK Card is a Japan Post Bank ATM Card used to remit money directly to the beneficiary without using the SMILES App. Once the transaction has been made, a remittance request is automatically created to send money to the selected beneficiary from Japan.

This card has a limit of 100,000 JPY per transaction when used in the ATM. Transactions over the said amount must be processed via the counter instead. The card number starts with SMLINK.

You can order an SMLINK Card via the Smiles App: From [ Menu ] > [ Smiles Link Card ] > [Order Smiles Link Card]

The Super Remit Card is an AEON Bank ATM remittance card only used in AEON ATMs linked to a specific beneficiary. The amount deposited using this card is immediately sent to the said beneficiary. This card is highly recommended to be used when sending money regularly to the same beneficiary.

This card has a limit of 100,000 JPY per transaction and can only be used via the ATM. The card number has 12 digits.

You can order a SMILES AEON Card via the Smiles App: From [ Menu ] > [ Smiles Link Card ] > [Order Smiles Link Card] > [Select AEON Bank Link Card]

The SMILES Premium Card is an upgraded Japan Post Bank ATM Card used to remit money directly to the beneficiary without using the SMILES App. It is highly recommended for customers who send more than 100,000 JPY per transaction.

This card has a limit of up to 1,000,000 JPY per transaction and can only be used via the ATM. The card number has 12 digits and is located at the back side of the card.

You can order a SMILES Premium Card via the Smiles App: From [ Menu ] > [ Smiles Link Card ] > [Order Smiles Link Card] > [Select Smiles Premium Card]

A remitter is entitled to one (1) SMILES Wallet card and five (5) SMLINK cards only. If you wish to remit to more than five (5) beneficiaries, you must use the SMILES App to register additional beneficiaries.

All SMILES Cards are free of charge.

If your SMILES card has become defective, provide us your personal details by contacting our customer service thru 050-5305-6669, via LINE/Viber 070-2628-8726, Facebook Messenger: Digital Wallet Philippines, or via the Chat function in the SMILES App.

If you lost your SMILES card, provide us your personal details by contacting our customer service thru 050-5305-6669, via LINE/Viber 070-2628-8726, Facebook Messenger: Digital Wallet Philippines, or via the Chat function in the SMILES App.

Deposit

To deposit using your own JP-Yucho bank account, follow the instructions below:

  1. Go to your nearest JP Bank branch (Post office).
  2. Choose your preferred language (English Guide can be used).
  3. Select Remittance or ご送金 then press 振込-振替.
  4. Follow the on-screen guide.
  5. Transfer the amount to the our bank acount:
    • Bank Name: Yucho Bank (ゆうちょ銀行)
    • Code: 10100
    • Account Number: 51710491
    • Account Name: カ)デジタルワレット
  6. Get the receipt and make sure to report your deposit.

To deposit using another Japan bank account, follow the instructions below:

  1. Go to your nearest bank branch.
  2. Select Furikomi (振込) on the ATM screen.
  3. Follow the on-screen guide.
  4. Transfer the amount to the our bank acount:
    • Bank Name: Yucho Bank (ゆうちょ銀行)
    • Branch name: Oー八 (ゼロイチハチ) *The branch can be found with its Japanese initial letter (セ)
    • Account Type: 普通 Number: 5171049
    • Account Name: カ)デジタルワレット
  5. Get the receipt and make sure to report your deposit.

To deposit via Cash deposit from ATM or Counter, follow the instructions below:

  1. Go to your nearest bank branch with ATMs that accept money transfer by cash.
  2. If by the counter, accomplish the furikomi form and write the following details below:
    • From JP-Yucho Bank:
      • Bank Name: Yucho Bank (ゆうちょ銀行)
      • Code: 10100
      • Account Number: 51710491
      • Account Name: カ)デジタルワレット
    • From other banks:
      • Bank Name: Yucho Bank (ゆうちょ銀行)
      • Branch name: Oー八 (ゼロイチハチ) *The branch can be found with its Japanese initial letter (セ)
      • Account Type: 普通
      • Number: 5171049
      • Account Name: カ)デジタルワレット 6)
  3. Get the receipt and make sure to report your deposit.

To deposit using the SMILES Wallet card, follow the instructions below:

  1. Do not use the English Guide in the ATM.
  2. Select “ご送金” (Remittance)
  3. Select “払込専用カード” (Card)
  4. Insert the card in the ATM
  5. Press “確認” (Confirm)
  6. “金額の入力” Enter the total amount you want to deposit including the remittance fee.
  7. “紙幣をお入れください” Align the paper currency bills for remittance and insert them in the deposit slot.
  8. “ただいま計算中です” The ATM is counting the amount inserted.
  9. Press “確認” (Confirm)
  10. “しばらくお待ちください” Kindly wait for the transaction to be completed
  11. Get the receipt and wait for about 5-10 minutes before the amount be funded automatically to your App wallet.

You do not have to report the deposit in the SMILES App anymore.

There are three (3) ways to report your deposit using the SMILES App: via Home, via Remit, and via Menu. Follow the instructions below:

  1. Open SMILES App
  2. If via Home- go to Home
  3. If via Remit- click Remit at the bottom of the screen
  4. If via Menu- press Menu
  5. Click Deposit
  6. Press Report Deposit
  7. Upload the photo of receipt/ screenshot of online banking then enter the necessary details
  8. Click Submit

For deposits coming from JP-Yucho bank accounts, as long as the transaction is done within business hours, the deposit will be funded within 5-10 minutes after reporting the deposit.

For deposits coming from Other Japan bank accounts, if done within business hours, the deposit will be funded within 5-10 minutes after reporting the deposit. However, if the deposit is sent after banking hours and during weekends, the processing may take place the next business day.

For deposits using the SMILES Wallet card, the amount transferred will be funded automatically to the App wallet balance without reporting the deposit.

You can only use the SMILES Wallet card in JP-Yucho bank ATMs. You can find these ATMs in JP post office branches and selected convenience stores.

The limit per transaction will depend on the bank. If you wish to deposit a huge amount, it is best to inquire with your respective bank branch for more information.

When using the ATM, the limit per transaction is until ¥100,000. If you wish to deposit more than the said amount limit, you must proceed to the Yucho counter for manual processing. You might be asked to present your residence card and fill out the furikomi form.

No, SMILES do not accept credit card payments. All transactions must be done via bank transfer.

No, you are not allowed to use someone else’s bank account to deposit to your App wallet. You can only use either your own assigned SMILES Wallet card or any of your own Japan bank accounts.

No, you cannot. SMILES do not have a physical or satellite store. All transactions must be done via bank transfer.

Remit

To remit using the SMILES App, follow the instructions below:

  1. Click “Remit” in Home or in Menu
  2. Select your beneficiary by pressing Remit on the right side
  3. Enter the amount to be remitted in JPY
  4. If you want to use your existing points as payment for the remittance fee, enter the number of points in the second box
  5. Select Purpose of remittance
  6. Click OK
  7. Re-check details of transaction (e.g. spelling of names, amount in PHP, etc.)
  8. Check the box at the lower left to confirm remittance destination
  9. Click OK

To remit using the SMILES Premium Card, follow the instructions below: For Post Office ATMs:

  1. Go to the nearest Yucho ATM
  2. Choose ENGLISH Guide
  3. Press Deposit
  4. Insert SMILES PREMIUM CARD
  5. Choose Card Issued in Japan
  6. Press Enter twice to continue
  7. Insert the amount you want to send
  8. Confirm the remittance then press Enter
  9. Receive your card and get the receipt

For Yucho ATMs in Family Mart:

  1. Insert your Card
  2. Press the ENGLISH button
  3. Select Deposit
  4. Press Enter
  5. Insert the Amount you want to remit
  6. Confirm your remittance then press Enter
  7. Receive your card and get the receipt

To remit using the SMILES AEON Link card, follow the instructions below:

  1. Go to the nearest AEON Bank ATM
  2. Press ENGLISH button
  3. Select Deposits
  4. Insert SUPER REMIT CARD
  5. Confirm the Transfer Fee
  6. Insert the amount you want to send
  7. Confirm the Amount
  8. Take your card and get the receipt

Please note that 1 point is equivalent to 1 JPY. You may only use your points as payment for the remittance fee. Subtract the amount you want to use from the total remittance fee amount to be paid. Enter it in the ‘Pay fees by point’ field (second box).

For Cash pick up transactions, it will take around 20-30 minutes for the official receipt to be received via email. However, if you have received none after the said period, it is best to check the SMILES Chat function or your registered email (inbox). There might be a problem with your acount that you need to settle first before we can release your pending remittance.

To check your transaction details, please follow the instructions below:

  1. Open SMILES App.
  2. Click History.
  3. Select the transaction you want to view

For Philippine Cash pick up outlets, the limit per transaction is up to 250,000PHP for MLhuillier and other outlets (LBC, Palawan Express and Bayad Center) while Cebuana Lhuillier outlets can only accommodate up to 50,000PHP.

For Credit to bank, the daily limit per transaction is the amount equivalent of 1,000,000 JPY in local currency.

Important Note: Due to the current pandemic situation, the limit may change according to each independent pick up outlet. If you are planning to remit a huge amount, it is better to confirm first with the nearest outlet. Otherwise, you will have to request for amendment if the amount cannot be claimed.

You cannot cancel your transaction/s via the SMILES App. Only unclaimed Cash pick up and undelivered Credit to bank transactions can be canceled. Kindly contact our customer service for more information: 050-5305-6669 or via LINE/Viber 070-2628-8726.

Only Cash pick up transactions and Returned credit to bank transactions are allowed for amendment or correction. To correct your transaction details, kindly send our customer service the screenshot of the transaction that you want to amend. Then, please provide us the correct details of your beneficiary thru 050-5305-6669, via LINE/Viber 070-2628-8726, Facebook Messenger: Digital Wallet Philippines, or via the Chat function in the SMILES App.

Amendments may cost from 25PHP to 100PHP for Cash pick up transactions and 99PHP for credit to bank transactions.

Amendment requests can be completed within an (1) hour to one (1) day. They can be processed during weekdays and weekends with exceptions during special circumstances like unforeseen weather conditions or occasional lockdowns.

If the amount remitted is 50,000PHP and below, regardless of the bank, the transaction will be credited almost immediately via Instapay.

The bank should be a member of Instapay. If the amount remitted is 50,000PHP and below sent before 12pm PST, the transaction will be credited within the day but without a definite time via PesoNet.

If the transaction amount is over 50,000PHP and was remitted after the 12pm PST cut-off time, the transaction will be processed the next working day via PesoNet.

Important Note: Please be aware that there are cases wherein your transaction via Instapay has to be processed via PesoNet (e.g. Instapay rejected your beneficiary bank account)

Normal crediting may take 1-2 business days. However, for transactions sent on a Friday after the 12pm PST cut-off time, weekends, and holidays, crediting will be processed one day after the next working day. (e.g. Remitted on Friday night- transaction will be credited on Tuesday)

—– For RIA Remit transactions, crediting may take days to a week depending on the location. It is best to contact our customer service regarding your transaction so we can request for a follow up.

“Delivered” means the remittance was already sent to our Distribution Partner for processing and delivery to beneficiary’s bank for subsequent crediting.

For SMILES Remit, it is possible to send money to corporate accounts. However, RIA Remit is for person-to-person or individual-to-individual remittance service only.

If you receive the notice whether by email or chat, you must respond back with a dispostion whether you want to amend the returned transaction into the correct bank account or thru cash pick up.

For Credit to Bank-> Provide correct Bank name, Account Name, Account Number For Cash Pick Up-> Provide the Name, Address, Contact Number of correct beneficiary

Important Note: If you wish to cancel instead, please be aware that only the remitted amount in JPY will be returned to your App wallet. The remittance fee will be excluded.

You may download a copy of your remittance certificate directly from the App: From [ Home ] > [ Transactions ] > [Select your desired period] > [Download]

Or you may contact our customer service for a hard copy thru 050-5305-6669, via LINE/Viber 070-2628-8726, Facebook Messenger: Digital Wallet Philippines, or via the Chat function in the SMILES App.

Refer a Friend

Shokai points are earned when the referred person remitted for the first time. Once the transactions has been processed succesfully, the invitee will immediately receive 500 points.

In order to get your Invitation Code, go to MENU then click CONNECTIONS. In Invite Member, press INVITE.

Before registration, upon opening the SMILES App, the invitee will be asked if someone has referred him/her to SMILES. The invitee must enter the invitation code of the person in the provided field and proceed with the registration.

It is only possible if you change your profile settings from ‘Hidden’ to ‘Searchable’.

Select [ Menu ] > [ Connections ]. You can search by name or e-mail.

  • Open [ Menu ] > [ Account Manager ]
  • Select [ Profile ].
  • Select [ Hidden ].

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