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Customer Support (FAQ)
Customer Support (FAQ)
Customer Support (FAQ) | Yu ID
Frequently viewed FAQs
- Q. Can Yu ID be used by a corporate customer?
- Q. Is a mobile number required when registering for Yu ID?
- Q. I forgot my password
- Q. How do I change the information registered to my Yu ID (your profile)?
- Q. How do I change the login e-mail address?
- Q. What is a recovery code?
- Q. What is Address book? How do you use it?
About YuID
Transfer address from Japanpost online shop
Sign Up
Login
Membership INFO
Two-Factor Authentication
Mail Forwarding
Address Book
YuYu point
digital address
Yu-ID identity verification
Others
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About YuID
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Questions about “What is Yu ID?”
- Q. Can Yu ID be used by a corporate customer?
- What is the "Change of Address Request from Yu ID" feature (service)?
- Q. On the page that appears after logging in to the Yu ID, what is displayed in the service history?
- Q. I'm not sure if I registered for Yu ID. How do I check my status?
- Q. Can Yu ID be obtained free of charge? Is there an annual fee?
- Q. What kind of services are available using Yu ID?
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Transfer address from Japanpost online shop
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Transfer Japanpost online shop address book into Yu-ID
- Q. How can I correct the delivery address for my order on the Japan Post Online Shop?
- Q. I have not received the notification to transfer the Address book of the Japanpost online shop.
- Q. After migration, is there a way to distinguish between the Address book registered to my Yu ID and the Address book migrated from the Japanpost online shop (JPN ver only)?
- Q. The message “You can transfer addresses from the Japanpost online shop (JPN ver only)” is displayed. What does this mean?
- Q. Can I continue to use my Japanpost online shop (JPN ver only) ID if I do not link it with my Yu ID?
- Q. What information from the Address book will be migrated?
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Sign Up
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Questions about “Registration”
- Q. Is a mobile number required when registering for Yu ID?
- Q. I registered for Yu ID, but I have not received the email necessary to complete the registration process
- Q. I cannot complete my initial registration. An error message such as “Contains invalid characters” or “Incorrect format” is displayed when I enter the email address for registration
- Q. I received a message titled “[Yu ID] Temporary Registration Failure,” What should I do next?
- Q. I pressed the URL included in the “Initial registration is complete” message but it resulted in an error
- Q. I registered to the Yu ID, and then I received an email. What should I do with it?
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Login
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Questions about “Login”
- Q. I forgot my password
- Q. When I try to reset my password, “Invalid entry, or your Yu ID does not exist” is displayed
- Q. “An error occurred during login” is displayed and I cannot log in
- Q. I can't log in because the message "ID or password is incorrect" appears.
- Q. I forgot my login email address
- Q. My account is locked and I cannot log in
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Questions about “passkey”
- Q. What is a passkey?
- Q. How do I set up the passkey?
- Q. I failed to set up my passkey. What should I do?
- Q. I cannot log in with my passkey
- Q. Can I still log in with my ID and password after setting up a passkey?
- Q. How do I remove the passkey that I have set up?
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Membership INFO
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Changing registered information
- Q. How do I change the information registered to my Yu ID (your profile)?
- Q. How do I change the login e-mail address?
- Q. In “Information on payment,” what kind of services does “Web services, etc.” refer to?
- Q. If I delete my Yu ID account, will the card information registered as a payment method be deleted?
- Q. What is the “Payment method” under “Yu ID membership information” on the Yu ID My Page used to set up? Is registration mandatory?
- Q. Can I delete or change my registered payment information?
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terminate
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Two-Factor Authentication
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Questions about “Two-factor authentication”
- Q. What is a recovery code?
- Q. I have not received the email with the authentication code for two-factor authentication
- Q. I have not received the SMS with the authentication code for two-factor authentication
- Q. What is a two-factor authentication?
- Q. How do I set the two-factor authentication?
- Q. What are the precautions for setting up two-factor authentication?
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Mail Forwarding
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About e-Tenkyo
- Q. When I apply through e-Tenkyo, will the change-of-address information be communicated to the residents of the old address?
- Q. What kind of service is e-Tenkyo?
- Q. What is the procedure for requesting e-Tenkyo?
- Q. Where can I request e-Tenkyo?
- Q. Is there any difference in how to request the e-Tenkyo using the Japan Post Official App (JPN ver only), smartphone, and PC browser?
- Q. Can someone other than the one who is moving request e-Tenkyo?
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Operation of e-Tenkyo
- Q. Can you correct the confirmed or entered information before the request is accepted to e-Tenkyo?
- Q. What kind of screen will be displayed when the e-Tenkyo request is successfully accepted? Is there any additional procedure?al procedure?
- Q. Is it possible to extend the forwarding period using e-Tenkyo?
- Q. I cannot enter the change of address information on the “List of request procedure” screen. What should I do?
- Q. How should I enter to request e-Tenkyo as a corporate customer?
- Q. How should I enter when the place of business is changing but the business name is not?
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e-Tenkyo and Yu ID
- Q. Do I need to register to Yu ID for e-Tenkyo?
- Q. I registered my new address to my Yu ID, so new address information (postal code) is displayed in the old address field on the “Address information entry” screen of e-Tenkyo
- Q. I have not received the “Notification of completion for change-of-address form reception” message sent to my email address registered in e-Tenkyo. What should I do?
- Q. The notification “Update to the information requested in e-Tenkyo?” was displayed after logging in to the Yu ID. Do I have to update right away?
- Q. The notification “Update to the information requested in e-Tenkyo?” was displayed. What does it mean?
- Q. I received a message notifying the linkage of change of address information. What does it mean?
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Address Book
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Questions about “Address book”
- Q. What is Address book? How do you use it?
- Q. How many entries can be registered to the Address book at maximum?
- Q. What is an Address book tag?
- Q. What is the uploading/downloading of the Address book file?
- Q. What is the CSV format used to upload/download the Address book file?
- Q. I downloaded and opened my Address book but the text is garbled
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YuYu point
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Questions about “YuYu Point”
- Q. Where can I check my Yu ID user short ID?
- Q. What is YuYu Point?
- Q. What can I use the points for?
- Q. Where can I find the details about the YuYu Point?
- Q. Can I only use the Yu ID without participating in the YuYu Point service?
- Q. How do I register for YuYu Point?
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Integration of Japan Post Online Shop Points
- Q. The points have not been reflected. What should I do?
- Q. Can the points accumulated at the Post Office Counter be used at the Japanpost online shop (JPN ver only)?
- Q. What is the expiration date for points earned at the Japanpost online shop (JPN ver only)?
- Q. What happens if I use YuYu Points at the Japanpost online shop (JPN ver only) and a return occurs?
- Q. What will happen to the usage history of online shop points due to the point integration?
- Q. How can I earn points at the Japanpost online shop (JPN ver only), and how can I use the points?
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digital address
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What is digital address?
- Q. What is Digital Address (JPN ver only)?
- Q. Can I obtain and use Digital Address (JPN ver only) free of charge?
- Q. What is the difference between the Digital Address (JPN ver only) and the postal code?
- Q. Where can I use Digital Address (JPN ver only)?
- Q. Where can I find my Digital Address (JPN ver only)?
- Q. Can I use the Digital Address (JPN ver only) instead of the home address to send packages and letters?
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Obtaining digital address
- Q. How do I obtain Digital Address (JPN ver only)?
- Q. Can I obtain Digital Address (JPN ver only) without using the Japan Post Official App (JPN ver only)?
- Q. Can I obtain my Digital Address (JPN ver only) over the post office counter?
- Q. Is it mandatory to register to the Yu ID to obtain Digital Address (JPN ver only)?
- Q. I have a housemate. Can each of us obtain a separate Digital Address (JPN ver only)?
- Q. Can I obtain a Digital Address (JPN ver only) as a corporate or sole proprietor?
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Deleting and reobtaining digital address
- Q. Where can I delete my Digital Address (JPN ver only)?
- Q. My Digital Address (JPN ver only) was disclosed to someone who I did not want to disclose it to. How do I suspend the use of the Digital Address?
- Q. I deleted my Digital Address (JPN ver only) by mistake. Is it possible to obtain the same alphanumeric code again?
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Others
- Q. What is "Postal Code / Digital Address for Salesforce"?
- Q. What is "Business Digital Address"?
- Q. If I changed the home address registered to my Yu ID, will the alphanumeric code of the Digital Address (JPN ver only) also change?
- Q. Where can I check my home address that was converted to the Digital Address (JPN ver only)?
- Q. Where can I change the address (the address registered to my Yu ID) for the Digital Address (JPN ver only)?
- Q. I moved and changed my home address. What will happen to my Digital Address (JPN ver only)?
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Yu-ID identity verification
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In case of cannnot online identity verification
- Q. I keep failing to take a photo during the face photo capture process. What should I do?
- Q. When performing identity verification by scanning the Individual Number Card, what should I do if the message “The identity verification could not be completed because the name registered to your Yu ID and the name scanned from the electronic certifica
- Q. After completing online identity verification, the message "Application could not be completed" is displayed and the screen does not proceed. What should I do?
- Q. Why does the status show as "Being verified" or "In progress" even though the screen says "Application completed"?
- Q. What should I do if identity verification could not be completed? (When you receive an email notifying you that identity verification has failed)
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Online identity verification
- Q. How long does identity verification take?
- Q．What are the revisions to the “Individual Policies for Online Identity Verification”?
- Q. How can I check if the identity verification for my Yu ID has been completed?
- Q. I have completed identity verification in the past, but why am I being asked to verify my identity again?
- Q. How can I use services that require identity verification as a corporation?
- Q. Is it possible to use Scan Individual Number Card on a PC?
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Others
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About “Handling of customer information”
- Q. Can I withdraw my consent at any time after accepting? If so, how long will it take for the change to be reflected?
- Q. If I chose Come back later during the membership registration, how do I go back afterwards to check again or accept the Terms of Service?
- Q. What are the consequences of choosing to reject?
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Regarding "handling of customer information" when canceling membership
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Regarding deletion of personal information after withdrawal from membership
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Other questions
- Q. What should I do if a payment error occurs?
- Q. Where can I check whether my payment has been completed?
- Ｑ.Can I change or cancel my order after completing the payment?
- Q. What are the revisions to the Yu ID Terms of Service?
- [July 1, 2025 In relation to transfer of Yu ID to Japan Post] Q. Can I log in to all the apps and websites of the Japan Post Group using the Yu ID?
- Q. I performed the e-Delivery Notification setup but have not received any email or “Yu-Pack delivery notification” (push notification of the Japan Post Official App (JPN ver only))
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Inquiry
You can send an inquiry here by e-mail (using the dedicated form).
Currently available only in Japanese language.