Account & Profile

Account & Profile FAQ - Overview

Account & Profile

Is it free to register with STAY JAPAN?

Yes, registering is completely free!

Don't worry! We don't charge anything for registering an account. You can also subscribe to our newsletter for free.

How does logging in with Facebook / Google work?

You use your Facebook or Google credentials to log in to STAY JAPAN.

If you like, you can use your Facebook or Google account to sign into STAY JAPAN. If you registered using "Sign Up With Facebook" or "Sign Up With Google," then all you have to do is click "Log In With Facebook" or "Sign In With Google" and you're done! Don't worry - other users cannot view your Facebook or Google account information via STAY JAPAN.

What does registering with STAY JAPAN allow me to do?

You need to register an account in order to place reservation requests.

Once you register, you'll be able to place reservation requests, contact customer service by email or phone, and even post reviews of rooms you've stayed in! A STAY JAPAN account is also required for hosts who want to offer a room. Plus, you'll receive exclusive info via our newsletter!

Once I register, will my email address be made public?

No.

Don't worry - we don't make any email addresses public.

Once I register, will my name or birthday be made public?

Your birthday will not. If you don't set a nickname then your first name will display over your reviews.

Your birthday will not be made public. However, if you don't set a nickname, then your first name will display over any reviews you leave on the site. If you'd rather keep your name private, be sure to enter a nickname! Please note that when placing a reservation request, the host of the room will be able to see your full name.

I registered, but I'm not getting the confirmation email. What should I do?

First, make sure you entered your email address correctly when you registered. Sometimes it takes a while for the confirmation email to send, so please wait a little longer. Lastly, check any mail filters you have, just in case.

It's possible there may have been a typo in your email address when you registered. Try registering again with the same email address. If you get the message "This email address is already in use," then you'll know you typed it in correctly the first time.

Sometimes it takes up to 5 minutes for the confirmation email to send. Try refreshing your inbox again in 5 minutes. Alternatively, there's a chance your mail client sent it to the wrong folder or spam filter. Try checking all your mail folders.

Okay, I definitely entered my email address correctly but the confirmation email still haven't arrived. Now what?

Please check your email filter settings.

It's possible your email inbox is marking email from STAY JAPAN as spam. Please use the following resources to determine how to correct your spam settings.

How to Reset Spam Filters in Gmail
How to Reset Spam Filters on Mobile
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Can I have the confirmation email resent to me?

Yes, you can. Please follow the guide below.

1. Navigate to the STAY JAPAN Login page. (Not the Register page!)
2. Enter the email address and password you used to register, then click the LOG IN button.
3. Click the "Resend Confirmation Email" link at the top of the page.

If, after following these steps, you STILL haven't received your confirmation email, please use the link below to contact us.
Contact Us

I registered, but I can't log in. What should I do?

To have your confirmation email resent to you, please follow the guide below.

1. Navigate to the STAY JAPAN Login page. (Not the Register page!)
2. Enter the email address and password you used to register, then click the LOG IN button.
3. Click the "Resend Confirmation Email" link at the top of the page.

If, after following these steps, you STILL haven't received your confirmation email, please use the link below to contact us.
Contact Us

I used to be able to log in just fine, but now all of a sudden I can't. What should I do?

Please contact User Support.

Please use the link below to contact us. Once we receive your message, customer service will get back to you shortly.

Contact Us

To verify your identity, please include the following in your message:
- Your name
- Your birthday
- Your address
- Your phone number(s)
- Your email address(es)

I tried to register, but I got a message saying "This email address is already in use." What should I do?

Your email address has been temporarily or officially registered. Try registering or logging in again.

The email address you used has already been registered, either officially or temporarily. If it's been officially registered, go to the Login page and enter your email address and password in the text fields on the left side of the page. (If you've forgotten your password, refer to the next question.)

If it's been temporarily registered, look for the confirmation email sent to your inbox. Check your mail folders, then click the URL in the confirmation email to complete registration.

If you can't find the confirmation email, you can have it resent to you. Please refer to this question for details.

I'm Japanese. Do I need a passport to confirm my identity?

Japanese citizens do not need a passport.

Non-Japanese visitors are required to show their passport as proof of their identity when staying in Japan, but this does not apply to Japanese citizens.

Does my profile pic have to be a photo of my face?

No, but we recommend that it is.

Accounts that include a photo of the user's face are seen as more trustworthy, so we strongly recommend it.

What methods can I use to verify my identity?

As a general rule, non-Japanese users should use their passport, and Japanese users should use either their passport, driver's license, or insurance card.

Non-Japanese users and those without a Japanese address:
You must upload the photo page of your passport. In addition, you must bring your physical passport with you when you stay.

Japanese citizens and those with a Japanese address:
You can use either your passport, driver's license, or insurance card.

How do I upload a photo for identity verification?

You can upload a photo for your identification on the User Verification page.

Follow these steps to upload your photo:

1. After logging in, click the red menu button in the upper left corner.
2. Click User Settings > User Verification.
3. Follow the guide on the User Verification page to take a photo of your driver's license, insurance card, or passport photo. (The easiest way to do this is to use your smartphone.)
4. Click the Select File button lower down on the page. Then select the photo that you just took.
5. Make sure your photo has passed our checklist, then click the Upload button.

I can't click the Save button on the Basic Information page. What do I do?

Please check to make sure you haven't missed any required fields.

Is an error message displayed? Make sure you haven't missed any required fields.

I forgot my password. What do I do?

Please reset your password.

You can reset your password on the Password page, which you can access by clicking the "Forgot Password?" link at the bottom of the Login page.

Can I change my email address?

Yes!

After you log in, go to the Email page to add a new email address.

To change your main email address, go to the Email page and follow these steps:

1. Add a new, unverified email address.
2. Check that email address for a confirmation email. Click on the provided URL and verify the email address.
3. Once the email address is verified, a "Set as main email address" button will display. Click it, and this email address will move to the top of the Email page.
4. A "Delete" button will display next to the old email address. Click it. You're done!

Where can I see my reservation history?

Just check your reservation list.

Follow these steps to access your reservation list:

1. After logging in, click the red menu button in the top left corner.
2. Click Traveler > Reservations to access the Reservations page.
For hosts, you can do the same by clicking Host > Reservations.

Can I make a reservation even if I'm not Japanese?

Yes!

Anyone can make a reservation as long as they're a registered user on STAY JAPAN. However, if you don't have a Japanese address or citizenship, you'll need a passport to stay in a room and for identity verification. For more details, check this related question.