FAQ

FAQ

Account-related Matters
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Please edit your registered information from My Page. After editing, please make sure to press the confirmation button to complete updating your information.
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You can log in using your previously-registered information by setting your email address and password.
Transfer Method
1. Please set your "email address" and "password" before changing your device.
2. You can log in with the above email address and password after changing your device.

If you changed the model without previously setting your email address and password, please contact us from "chat" section on the inquiry page.
Please provide as much information as possible, so we can proceed with the necessary procedures smoothly.
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If you do not receive the registration verification email, please check the following.
・ Did you enter the correct email address?
・ Please check whether the verification email goes to your spam mail folder
・ Is your email account set not to receive emails from the "puracolle.jp" domain?
・ We may not be able to send an email if you do not set your email account to be able to receive emails.
・ Is the email blocked by your provider's filtering function?
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Please check the following if you are unable to log into your account.
・ Incorrect email address and password
Email addresses and passwords are defined by alphanumeric characters, uppercase, lowercase, full-width, and half-width symbols. Please check whether the “Caps Lock” key on your keyboard is turned on.
You can also write down the necessary information using a text editor, confirm that there are no mistakes, copy the information, and paste it on the input page.

・When you lose or forget your password
If you forget your password, please reissue your password and set the settings again.

・The browser and app cache are full
You can improve the performance by clearing your browser's or device's history or cache and restart the device.

If you are unable to improve the performance after trying the above, please contact us from “chat” section on the inquiry page with your registration information and shipping information as much as you can remember.
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For the website, you can reissue your password by following the following steps.
How to Reissue Your Password
1. Select the "Login Button"
2. Select "Forgot your password?"
3. Enter your registered email address and select “Reissue Password”
4. The password will be sent to the above email address
That's all.

How to Reset Your Settings
You can reset your settings from My Page.
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It is not possible to make a new account using a previously-registered email address.
If you do not know your previous password, please reissue your password.
Please refer to the FAQ "How to reissue and reset password" for details on issuing a password.
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As a general rule, one user account is allowed. If you have created multiple accounts by mistake, please send us the information of all your registered accounts.
・Nickname
・Registration Date
・Registration type (IOS app, Android app, website)
・Please also include your name, address, and mobile phone number if you have registered your shipping information.

The management team patrols the site every day to prevent fraud and will crackdown any fraudulent activities.
Registering multiple accounts is a violation of the terms, and we will revoke your right to earn the prize, cancel the shipment, or block the account of those who do so.
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All the information of a canceled account will be deleted and cannot be restored.
The points that have been accumulated and the prizes that have been won will be lost, and we cannot guarantee the shipment of the prizes that have been requested for shipment.
Please proceed to the cancellation procedure after understanding the above.
How to cancel your membership
Select “Unsubscribe” at the bottom part of My Page, and follow the procedure to unsubscribe.
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Before point(s) purchasing…status before point(s) purchasing
After point(s) purchasing… status with point(s) purchased
Login points are applicable when the account in in “status with point(s) purchased”,
※Please be mindful that account would change back to the “status before point(s) purchasing” after 30 days of the last purchase.
Play related -matters
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Free play tickets are available on selected units.
[App Version]
After the first installation, three free play tickets will be provided automatically.
*Devices that have been previously installed with the app are not eligible.
[Web Version]
After verifying your phone number, three free play tickets will be provided automatically.
The three free play tickets are only provided to those who have verified their phone numbers.
*Phone numbers that have been previously used for verification are not eligible.
*Free play tickets may not be available on some platforms depending on events, promotions, prizes, etc.
*This system is provided for new users to enjoy this service.
*Abusive use of this system and creation of multiple accounts are violations of the terms and will be handled strictly. Also, when discovered, all the multiple accounts may be suspended.
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To reserve a play, you must have a free play ticket or the required play points for playing the crane game machine. If the points are not enough, please make a reservation after fully charging your points. In addition, there may be reservation restrictions for some popular game consoles and prizes. You can make priority reservations by purchasing points.
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If other customers are playing, please press the reservation button and wait. You can play based on the order of your reservation, but please note that your exclusive right will be canceled after a certain period after you receive your exclusive right to play. Also, please note that your right to play will be canceled if you change the page.
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Depending on the play situation of the crane game, the arm may temporarily shake or vibrate. Please be assured that it does not affect the gameplay.
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The initial crane position may vary depending on the crane game machine, prize, field settings, and others.
If you find that the crane has an unusual initial position, please contact us from "chat" section on the inquiry page.
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We are sorry for the inconvenience. Please inform us from “chat” in the inquiry page and specify the name of the prize of the affected crane game machine.
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The number of points required for playing is indicated on the image of each prize or the game screen.
You can play for free by using a free play ticket.
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At the end of the gameplay, the “START” button will be displayed. You can play continuously (continue playing) by pressing the “START” button.
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You can add points while playing, but when the time expires, you will lose the right to use the game machine and the next customer who reserved the machine will obtain the right to use the machine based on the order.

In rare cases, it may take time to have your points added on the game after you purchased them.
We recommend that you charge enough points to your account in advance.
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Please check the “Remaining Time” on the gameplay screen when you operate the button of the crane game machine.
It is possible to play continuously (continue playing) after the game ends, but you need to "START" again within 60 seconds.
After 60 seconds, your turn will end, and the next user who has made a reservation will play the game.
When you move to the point purchase screen, the time will be extended to 180 seconds.

Basically, it is recommended that you charge enough points before playing, as it may take a long time to purchase points when you need them.
Also, please note that we will not be able to provide compensation when your turn ends and the next person uses the game.
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We are sorry for the inconvenience. Please read the information described in this FAQ and inform us of any problems that cannot be solved using the “chat” section of the inquiry page and send us the video of the gameplay.
・ Connection used during the gameplay (home Wi-Fi optic line, mobile phone carrier 4G line, etc.)
・ Device used
・ OS version
・ Browser version (for the WEB version) or application version
・ Specific details on the malfunction

If we judge that your gameplay was affected by the problems caused by our company, system, or game machine, we will compensate the points used in the gameplay.
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If you encounter problems in playing, such as your camera is not working or cannot produce good pictures, please contact us from “chat” in the inquiry page with the information on the affected unit number clearly.
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We are sorry for the inconvenience. Please try the following measures to fix the problem.
・ Update your browser to the latest version
・ Update your device's OS to the latest version
・ Restart your device

If the above does not solve the problem, please contact us by using the "chat" section on the inquiry page with the following information.
・ Connection used during the gameplay (home Wi-Fi optic line, mobile phone carrier 4G line, etc.)
・ Device used
・ OS version
・ Browser version (for the WEB version) or application version
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Please refrain from playing in an environment other than the recommended ones, such as connection speed, device model, and others.
Due to the nature of this online crane game, please note that we will compensate your points due to a time lag because there are differences in each of the customer's own operating environments and device conditions. Thank you for your understanding.
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Please try the following if the app stops abruptly.
1. Restart the app.
2. Clear the cache.
3. Close other open apps or browsers.
4. Restart your mobile device.
5. Play in a stable internet connection.
If the above does not solve the problem, please contact us using "chat" section on the inquiry page together with the information on your device, OS version, etc.
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To use Puracolle comfortably, please play the game in the recommended environment as described below.

[For all platforms]
A network connection is required
Please use a stable connection to operate and view the chassis in real-time.

[Computer Browser Version]
Recommended browser: Internet Explorer (latest version) or Google Chrome (latest version)
Please enable JavaScript and Cookies in your browser.

[Android app version]
Android 5.0以上
[Android App Version]
Android 5.0 or higher

[iOS app version]
iOS 11.0以上
[iOS App Version]
iOS 11.0 or higher

[Smartphone Browser Version]
Please enable JavaScript and Cookies in your browser.
Android
・Recommended OS: Android 5.0 or higher
・Recommended browser: Google Chrome (latest version)
iOS
・Recommended OS: iOS 11.0 or higher
・Recommended browser: Mobile Safari (latest version)
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We are very sorry for the trouble. The judgment of winning the prize is displayed on the customer's screen based on a sensor, and the prize may not be detected appropriately, depending on the type and shape of the prize. Please make an inquiry from the request, and an operational staff member will make a visual assessment, please kindly understand that it may take some time. Also, prizes will be displayed automatically in the cart once the acquisition has been confirmed, so please check again after a while.
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Please change the turn to play on a free play unit to the next person with a reservation when there is one.
Thank you for your cooperation in allowing everyone to play comfortably and happily.
Point-related Matters
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Points are the currency within the service that can be used for gameplay and delivery.
You must log in after registering to obtain the points.
Points can be purchased and charged into your game account.
Other login bonuses and events are also available.
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A free play ticket is a ticket that allows a player to play one game for free for each ticket.
Free play tickets have an expiration date and a limit date of use. Please note that expired tickets will be removed automatically.
You can check the number of tickets that you have, and their expiration dates from My Page.
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A free shipping ticket is a ticket to deliver one prize for free for each ticket.

【How to attain tickets with free delivery】
Before point(s) purchasing, you could purchase point(s) to attain tickets with free delivery.

<Overseas>
It will be distributed automatically under the following conditions:

1. Will distribute immediately after receiving the first deposit.
2. Is immediately distributed after one week after using the free shipping ticket and when reached 5.000 yen points or more.
3. Within a week of using your free shipping ticket, If you purchase points for 5,000 yen or more, it will be distributed at 5:00 am Japan time seven days after the free shipping ticket is used.

In the case you purchase more points:

Example) Image of distribution (when ticket is used on May 1st).

1st day: The free shipping ticket is used.
3rd day: Purchase 5.000 yen points or more.
8th day: Free delivery of tickets (distributed at 5:00 am Japan time).
After using the free delivery ticket for one day to 4:59 on the 8th day, No matter how many times you purchase points for 5,000 yen or more, distribution will be at 5:00 on the 8th day.
If you purchase points 5,000 yen points or more after 5:00 on the 8th day, it will be distributed immediately.
Also, if you meet the conditions in 3 and 4 above, many times you can receive free delivery tickets.

※You can carry up to one free shipping ticket.
※The above conditions 3 and 4 are for purchase of points for 5,000 yen or more with one payment.
※1,000 yen x 5 times = 5,000 yen etc. If the accumulative total is 5,000 yen or more, it will not be distributed.
※In the case you don't have a free delivery ticket, depending on the area you can request a delivery for 3.000 or 4.000 points.
※Please be careful. If you enter the wrong country for the delivery, we will not be capable to deliver the acquired products.
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You can choose one among various payment methods, such as credit card, mobile carrier payment, and convenience store payment. Please check the payment page for details.

・ Point rates vary depending on the payment method. The use of credit cards or others will give you more points than the other payment methods, so you can play the game with good value.
・ If you purchase points in bulk, you can get many additional points.
・ Discounts or points may be raised during a promotion period.
For details, please check the Promotion page during the promotion period.
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Points are valid for 179 days and 24 hours from the date of purchase. Please note that points that are not used within the expiry date will be removed automatically after 180 days.
Points provided free of charge, such as login bonus, points from various events, promotions, etc. will be set individually in 1-180 days from the date of provision. Unused points will be removed automatically after the above time limit.
When you have both purchased (paid) points and free points, your paid points will be used first automatically.
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We are sorry for the inconvenience. It may take time for your points to be indicated in your account when you are using an unstable connection or when the payment was made on a PC or mobile device under a heavy load.

Please contact us using the “chat” section on the inquiry page with the following information.
・ Payment date
・ Payment method
・ Payment amount
・ Transaction number

*You can play comfortably by charging your points before you start playing.
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We cannot give any refunds due to any reasons after you purchased your points. Please see the Terms of Use for details.
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[App Version]
After initial installation, three free play tickets will be provided automatically.
*Devices that have been previously installed with the app are not eligible.
[Web Version]
After verifying your phone number, three free play tickets will be provided automatically.
*Phone numbers that have been previously used for verification are not eligible.

Also, please be aware that repeated reinstallation on purpose will be treated as multiple registrations and may be considered as a violation of terms.
Prize-related Matters
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We are very sorry to inform you that we do not accept individual requests for a specific prize.
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We are very sorry, but you cannot play for a particular prize on a differently-set unit.
The management team will change the settings when the prizes are replaced or moved to another unit, so please check from time to time.
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Prizes that need batteries to operate may arrive without any battery or with low-capacity battery. Please purchase new batteries and try using it again.
When your prize does not work even after replacing the battery, we are very sorry to trouble you, but please contact the manufacturer listed on the package directly.
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The management team checks the conditions of the prizes when they are purchased, but since there is a possibility of damage during shipping, please contact the delivery company. Thank you for your understanding.
Also, when your prize does not work or is defected, we are very sorry to trouble you, but please contact the manufacturer listed on the package directly. For overseas users, please contact us from "chat" section on the inquiry page.
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The prizes that you won will be retained for 14 days.
Please note that your prize will be canceled automatically after 15 days.
*Data on prizes that have been canceled cannot be restored.
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If a prize becomes unavailable due to some problems in the period between the winning of the prize until the expected shipping date, we will respond as follows. We are very sorry for the inconvenience.
・ Returning the PTs used during the playing period until winning the prize
We will contact the customer individually when a prize becomes unavailable.
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The expiry date is described in the prize explanation sheet and can be confirmed before you play.
In addition, if you win the prize one month before the expiration date, we cannot deliver the prize even when the shipment date is before the expiration date due to food hygiene considerations.
Please note that such a prize will be discarded.
Delivery-related Matters
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You can request the shipment of your prize by selecting the prize you want to ship from the “Cart” at the bottom of My Page. Please register your delivery information in advance.
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It is possible to do that. Please select all the prizes you want to ship and request the shipment. Please register the delivery information in advance.
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Delivery to Kanto, Chubu, Hokuriku, Kinki, Chugoku, or Shikoku area takes 1-3 days. Delivery to Hokkaido, Tohoku, or Kyushu area takes 2-4 days. Delivery by sea to Okinawa or remote island areas takes 5-7 days. Please note that delivery may be delayed due to consecutive holidays, natural disasters, and various conditions of the shipping company.
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If you are unable to receive a prize the prize is returned to us, you can have it resent to you by contacting us through the “chat” section on the inquiry page.
*Re-shipment will be arranged by cash on delivery.
Please note that if there is no contact for more than 14 days after the prize is returned to us, your prize will be canceled.
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The shipping fee may be free or require some points.
You can use a free shipping ticket to ship your prize free of charge.
*If you do not have a free shipping ticket, you can request a domestic shipment at a rate of 1,000 points and an international shipment at a rate of 3,000 points or 4,000 points.
*Regarding free shipping tickets, please check the FAQ on "What is a free shipping ticket?"
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Delivery date cannot be specified.
As for the shipping company, we use Yamato Transport for domestic delivery and Japan Post for overseas delivery.
Depending on the size and weight, the prize will be sent by non-standard size mail, and it may not be possible to specify the delivery time.
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We will only deliver to the delivery address registered on My Page. You can change your delivery address by changing the shipping address on My Page.
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If you have registered a wrong delivery address and requested a shipment, please contact us using the "chat" section on the inquiry page.
If you contact us a few days after making your shipping request, we may not be able to cancel the delivery on time. In that case, please note that a re-shipment request is required.
For re-shipment, please refer to the FAQ "About the request of prize re-shipment".
*Please make appropriate changes on My Page when there are any changes on your registered information.
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Your phone number will be verified by SMS when you register your delivery address. If you are not at home at the time of delivery, the delivery company may contact you by phone. Please proceed with your phone verification to ensure that the prizes you receive are correctly delivered.
Also, obtaining points and free play tickets fraudulently by using multiple accounts is prohibited by the Terms of Use. We perform phone number verification to prevent such fraudulent activity. Also, if you get a prize with a fraudulent account, the right to acquire will be invalid, and the prize will not be delivered to you.
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Since we may have already shipped your prize after you request the shipment, you cannot add any more prizes to be sent together. Please make a new shipment request.
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If the delivered prize is incorrect or missing, the management team will confirm the delivery details.
Please contact us using the “chat” section on the inquiry page with a photo of the prize you received.

We will send you the correct prize if it is in-stock. In such a case, you will not be charged for any shipping costs.
If the prize is not in stock, please note that the points used up to the acquisition of the prize will be compensated.

If you receive a prize that is not described on the delivery note or if you receive a prize that you did not win, please contact us through the “chat” section on the inquiry page.
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After the shipping procedures are completed, we will send a tracking number to your registered email address. You can use the tracking number to check the delivery status.
In some cases, such as non-standard delivery, a tracking number may not be issued. Thank you for your understanding.
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You can cancel your membership after submitting a shipment request.
However, please note that we will not be able to provide any support if the sent prize is returned to us for some reasons.
In addition, please note that your account information cannot be restored once you cancel your membership.
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Multiple account registration by the same customer is prohibited by the Terms of Use.
When the management team determines that the same customer uses multiple accounts, the rights to acquire the prize will be canceled, and the prize will not be delivered, even after the prize has been won.
Please declare such fraudulent behavior using the “chat” section on the inquiry page.
Others
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Business hours: 24 hours
*Business hours may change during special occasions, such as the year-end and New Year holidays.
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Business hours: 24 hours
Inquiries are handled according to the order received, and it may take some time to reply depending on the content. In addition, please note that our reply may be delayed when we receive many inquiries.
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Please inform us of any problems that cannot be solved by using this FAQ and other problems using the “chat” section of the inquiry page.Contact Us
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We do not accept any inquiries by phone. Please contact us using the "chat" section on the inquiry page.
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Please follow the following steps to send a video.
Top page → “Inquiry about the play” from the Inquiry (email mark) on the upper-right side of the page → Select video “Inquiry about this gameplay” → Enter the contents and “Send”.
You can inquire with the gameplay video attached using the above method.
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You can update the app to the latest version from the relevant store by following the link below.
Please update by using the "Update" or "Upgrade" button.


By using the latest version of the app, you can enjoy newly-added functions, reduced load, fixed bugs, improved UI, and others.
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We post the gameplay videos because we hope that you will have fun, share the happiness, excitement, and enthusiasm with your family and friends through Puracolle.
Of course, you can always post your gameplay videos and enjoy them on social media.