FAQ

2024.01.17

Q.
Can I apply for multiple performances at the general entries ?

A.
It is possible to apply for multiple performances.
You can only apply up to 4 tickets for one performance per entry , so if you wish to attend multiple performances, you will need to apply for each performance.

Q.
How do I apply if I live overseas?

A.
If you live overseas, you cannot install the tour official app “Hikaru Utada Tour Official”, but you can apply for tickets.
Please apply from the ENGLISH page of the official website after 12:00 on Monday, January 29th in Japan time.

Q.
If I apply for multiple premium tickets or upgrade at the entry reception for Best Album purchasers, do my companions also need to purchase the Best Album?

A.
If the ticket applicant purchases the best album, they can also apply for their companions.
One serial is required for each application. Up to 4 tickets can be purchased per application.

Q.
For premium tickets, can only regular ticket winners apply for the lottery?

A.
If you have a best album purchaser’s serial number, you can apply premium tickets if you do not have a regular ticket.

Q.
If I purchase a regular ticket and am unsuccessful in upgrading to a premium ticket, will my regular ticket be invalidated.

A.
Even if you are unsuccessful in the upgrade to premium ticket, your regular ticket will not become invalid.

Q.
If I win a premium ticket upgrade lottery after winning a regular ticket, will I be able to exchange it for a premium ticket at the regular ticket price?

A.
If you upgrade from a regular ticket to a premium ticket, you will be charged the difference in price.

Q.
If I win a premium ticket upgrade lottery after winning a regular ticket, can I change the number of regular tickets and the number of premium tickets applied for?

A.
We cannot do that. Number of regular tickets won = number of premium ticket lottery applications.

Q.
How do I apply if I am in a wheelchair?

A.
If you wish to view the show in a wheelchair, you will be directed to a viewing space suitable for wheelchairs.
The viewing space is equivalent to regular S seat, so please apply for regular S seat in advance.
The Companions also need tickets. After purchasing tickets, please contact the information for each performance.
The number of wheelchair areas is limited, so we may not be able to accommodate you. Please note.
 ※There are no refunds even if you apply for a premium ticket.

Q.
It’s mentioned that preschool children are not allowed to enter, but will there be a nursery set up at the venue?

A.
There will be no nursery set up for this tour.

Q.
Can we choose wheelchair seats, seats for pregnant women, or seats that are easy to move around?

A.
Since it will be a lottery sale targeting all customers, seat considerations cannot be made. For those who wish to use the Universal Area, an area accessible by all, set up at each venue. Please contact the inquiries for each performance. However, please note that there may be limits on the number in the Universal Area, so please understand in advance your request may not be accommodated.

Q.
I plan to reserve an album and apply for premium tickets. If I also apply for regular tickets, is it better to apply during the period from January 29 or to apply for premium tickets and regular tickets after obtaining the serial code?

A.
There is no advantage or disadvantage in terms of the order or timing of the lottery.

Q.
Is there a resale system?

A.
There are plans to introduce a resale system. Please wait for the official announcement for details.

Q.
Is it possible to apply for multiple performances? If so, will it also be possible to win multiple times?

A.
It is possible to apply for multiple performances, and there is a possibility of winning multiple performances. Since the lottery is conducted fairly, there is no advantage or disadvantage based on the number of applications.

Q.
Relatives other than the purchaser plan to apply for the same performance. If someone other than the ticket purchaser wins, can the tickets be transferred to someone else?

A.
Ticket transfer is not possible. Please use the official resale.

Q.
After purchasing tickets, if the purchaser is unable to attend, is it possible for only the accompanying person to enter?

A.
If you can display your digital ticket on the tour’s official app, you can enter.

Q.
I was able to apply multiple times for the same performance, is this a system problem?

A.
Duplicate applications will be automatically deleted before the lottery, so it will be counted as one application. For those who have applied multiple times, please cancel the ones other than your desired application from My Page > Ticket Application History > Application Details. If there is no cancellation, it will automatically be counted as one application.

Q.
Would it be a problem if there are changes in address due to moving or changes in surname due to marriage after applying?

A.
There would be no problem with your application. Please make changes yourself from My Page > Account Settings > Personal Information Confirmation/Change when your address or surname changes. Also, please bring identification documents on the day of the performance that show the changed information.

Q.
I missed the deadline for payment, but can I still make the payment now?

A.
Regarding the payment status, please check the “Ticket Application History” in the menu of the ticket website’s My Page, not the app.
Unfortunately, we cannot accept payments after the payment period has ended under any circumstances.
We apologize for any inconvenience this may cause, but we kindly ask for your understanding.

Q.
How many entries for the live event lottery are included in the album?

A.
For Best Album purchasers, entry applications allow up to 4 tickets for one show per serial number.
If the ticket applicant has purchased the Best Album, they can also apply for tickets for accompanying persons.

Q.
When I launch the official app, it gets stuck on the “Loading” screen and doesn’t progress.

A.
If your device’s version is not up to date, it may display “loading” indefinitely, so please update it to the latest version.
Even if your device meets the recommended specifications, it may not function properly depending on the performance, specifications, and usage conditions of the device.
■ Android devices
Recommended operating environment: Devices with Android 7.0 or later and Chrome 80 or later installed
■ iOS devices
Recommended operating environment: Devices with iOS 13.4 or later

In addition, uninstalling (deleting) the app and reinstalling it may resolve the issue.
If the issue persists, please contact the following inquiry for the app:
https://faq.hikaruutada-tour-official.com/hc/en/requests/new?app_id

Q.
I want to attend the event in a wheelchair.

A.
Please submit your inquiry regarding the winning performance to the contact information provided for inquiries about the performance.

Q.
I checked the ticket lottery results which shows I was selected on the app’s My Page, but the email I received indicates that I was not selected. Which one is correct?

A.
You cannot check the ticket application status on the app’s My Page. Please check it from the “Ticket Application History” in the menu of the ticket website. Additionally, we send an “Lottery Result Notification” email for each application, but due to the nature of the internet, there may be delays in receiving it or cases where it does not arrive. Therefore, please be sure to check the “Ticket Application History” in the menu to confirm.

Q.
Do all attendees need to register on the official app to receive digital tickets?

A.
All tickets for this event will be digital tickets received through the Hikaru Utada Tour Official app.
On the day of the event, please present the digital ticket on your smartphone for entry.
If you have purchased multiple tickets, distribution to companions is necessary.
Both the applicant and companions should display their digital tickets on their smartphones.
Distribution of tickets to companions will begin after the issuance of digital tickets.
Specific instructions will be provided to purchasers at the start of ticket issuance, so please wait for further guidance.

Q.
What is a premium ticket?

A.
This is limited seats for the front area of the arena comes with special merchandise which will be distributed on the day. Only purchasers of the Best Album “SCIENCE FICTION” can apply for a lottery for premium tickets.

Q.
For those who wish to change from purchased regular tickets to premium tickets.

A.
Please apply from “【For Overseas Residents】Premium Ticket Upgrade Exclusive Lottery Registration: For Album Purchasers”. Choose the purchased performance, the relevant seat type, and the same number of seats for your application. If selected, you’ll need to pay the price difference for the tickets and handling fees. In case of not being selected, please attend with your purchased regular tickets.

Q.
For those who want to purchase premium tickets rather than upgrading.

A.
Apply for the premium tickets of your desired performance in “【For Overseas Residents】Regular & Premium Ticket Lottery Entry: For Album Purchasers“. You can also apply for seat types other than premium tickets in “【For Overseas Residents】Regular & Premium Ticket Lottery Entry: For Album Purchasers“.

Q.
What is an upgrade?

A.
Those who have won regular tickets at “【For Overseas】Tour ticket reception (lottery)” and have paid for them, and those who have the serial number enclosed with the Best Album “SCIENCE FICTION”, are eligible to apply for a dedicated reception to upgrade regular tickets to premium tickets.

Q.
Can only winners of regular tickets apply for premium tickets?

A.
If you have the serial code included in the Best Album “SCIENCE FICTION”, you can apply for premium tickets even if you haven’t won regular tickets.

Q.
I live overseas, can I apply for premium tickets?

A.
Although you cannot install the tour official app “Hikaru Utada Tour Official,” you can still apply for tickets. Please proceed from the registration labeled “For Overseas” in the list of registrations. After applying through the mentioned registration, you will issue digital tickets on the ticket registration website. Further details will be provided after purchasing the ticket.

Q.
I already have regular tickets, but can I apply for a different performance date rather than upgrading?

A.
If you have the Best Album “SCIENCE FICTION” delivered to you during the registration period and can confirm the serial code, you can apply for tickets. Proceed from the registration labeled “For Overseas.” ( https://ticket.hikaruutada-tour-official.com/news/1819f7e0-2c8d-4255-aaf5-8e85a8101dcd)

Q.
If applying for multiple premium tickets or upgrading, is it necessary for accompanying persons to purchase the best album as well?

A.
If the ticket applicant purchases the Best Album, they can also apply for accompanying persons. One serial code is required per application, and you can apply for up to four tickets per application.

Q.
If I have regular tickets and fail to upgrade at the premium ticket upgrade registration, what happens to the regular tickets?

A.
If you are not selected in the upgrade registration, your regular tickets will remain valid. You can attend with your purchased regular tickets.

Q.
I have purchased multiple regular tickets, can I upgrade only some of them?

A.
If you have purchased multiple regular tickets, you cannot upgrade only some of them. Only applications for the same performance and the same number of tickets as the purchased regular tickets are valid. Please confirm your purchased performance and the number of tickets from “My Page > Ticket Application History” before applying.

Q.
Can I apply for multiple performances with one serial code?

A.
You can apply for up to four tickets for one performance per serial code. You cannot apply for multiple performance dates with one serial code.
If you have multiple serial codes, you can apply for as many applications as the number of serial codes you have, including multiple applications for the same performance date. You can also select seat preferences up to the second preference, up to the third preference for Saitama Super Arena and Yokohama Arena K Arena.

Q.
I have multiple serial codes, can I apply multiple times for the same performance date?

A.
If you have multiple serial codes, you can make applications for as many times as the number of serial codes you possess. This means you can apply multiple times for the same performance date.

Q.
I completed the application using the serial code, can I change the application details?

A.
If you wish to make changes to your application after completing it, you can cancel your application during the registration period. After canceling, you can reapply using the same serial code.
If you encounter authentication errors with the serial code when reapplying, please log out and clear your browser history and cache before trying again. You can cancel your application from the menu under “My Page > Ticket Application History.”
Please note that after the reception period ends, for any reason, we cannot accept changes or cancellations to your application.

Q.
I want to confirm which serial code I used during the application.

A.
The serial code entered during the application can be confirmed by accessing “My Page > Ticket Application History” from the menu, and then selecting “View Details”.

Q.
Reading the FAQ didn’t solve my problem.

A.
If you have checked the FAQ and your issue remains unresolved, please contact us at the following address: “mail.ticket.hikaruutada-tour-official.com”
Please ensure that you can receive emails from “@mail.hikaruutada-tour-official.com” and then contact us. Please note that while we aim to respond promptly to inquiries regarding this app, it may take some time to receive a reply.
We value all feedback, opinions, and suggestions, and they will be considered for future operations. However, please note that we do not provide replies to these emails.

Q.
Please tell me about the ticket collection method.

A.
Approximately one week before each performance date, after the ticket issuance begins, you can check your digital ticket from a smartphone authenticated via SMS. Please ensure to bring it with you on the day of the performance.
If you have purchased multiple tickets, distribute them to your companions after the issuance begins.
*Companions also need to register as members.
*On the day of the performance, each person needs to display one digital ticket on their smartphone.
*The name of the ticket applicant will be displayed on the digital ticket. The name of the accompanying person will be displayed on the distributed accompanying person’s ticket).
*Seat numbers are not displayed on digital tickets. Please check the seat allocation ticket distributed at the entrance on the day of the performance (seats are predetermined and not assigned based on entry order).
*If the digital ticket is not displayed, you will not be able to enter for any reason, so please be careful.

Q.
I live overseas, can I list tickets for resale?

A.
If you are unable to attend the event after purchasing tickets, you have the option to list them for resale. If the resale is successful through a lottery, we will refund you after deducting fees.
Please note that refunds can only be made to bank accounts in Japan. We cannot process refunds to accounts outside of Japan. Thank you for your understanding.