ARTIST DANCE STUDIO Q&A

Q：How can I watch ARTIST’s videos?

A：Please purchase or contract a plan related to the content you want to watch and visit this page
 *Please confirm the class content, class start date, and playback period in detail on the class page before payment
And if there is a program to review, then confirm the payment and contract.

Q：What are the payment methods?

A：You can pay by credit card. (VISA, MASTER, JCB, American Express, Diners)
*Only one payment is allowed. There is no installment payment.
*Debit and prepaid cards cannot be used.
*The wording used on your monthly statements may vary from
one credit card company to another.

Q：What is the best environment for playing the video?

A：For details, please refer to the (_____Recommended Environment_____) page.

Q：Is it possible to watch ARTIST videos on TV?

A：Use an HDMI cable or conversion adapter to connect your smartphone or computer to the TV.
Or mirror using Wi-Fi to watch on your TV.
For detailed connection methods, please refer to the (_____Recommended Environment_____) page in the User Guide.

Q：How many terminals can be used to watch at the same time with one account?

A：can log in with the same account on multiple terminals,
But the same content cannot be played on multiple terminals at the same time.
Please stop one of the episodes and try playing it again on the endpoint you want to watch.

Q：I can’t log in after trying to log in multiple times.

A：If you enter the wrong password multiple times,
you will be temporarily unable to log in due to security reasons.
Please log in again after some time.

Q：When I press the login button, the page displays "エラー500" and I cannot log in.

A：Please follow the steps below to delete cookies and cache files and log in again. For example , When using PC/Chrome
1: Open Chrome.
2: Click the "Google Chrome Settings" icon in the upper right corner of the screen.
3: Click "Clear Browsing History" in "More Tools".
4: You can select the period you want to delete above.
(Select "All Periods" to delete all content.)
5: Check "Cookies and other site data" and "Cache images and files".
6: Click "Clear Data".
7: Complete the above steps and finally log in again.

Q：An email about "Login Alert" was sent to the email box.

A：When someone attempts to log in using a terminal or web browser other than the one commonly used for your account, Login alerts will be automatically sent to your registered email address.
*If you log in using the browser in the default state
(Including deleting cookies and records, using private browsing/incognito mode, etc.) You may also receive login alerts.
*Login Alert is a feature that prevents unauthorized use by third parties,
so activation of this feature cannot be stopped.
*If you receive a clueless login alert notification without logging in yourself,
This means that your ID may be used by a third party without authorization.
Please change the password to a more confidential new password and other measures.

Q：An error message appears on the page and the video cannot be viewed.

A：Please confirm the following error codes to find out why the video cannot be played.
[Error code: 2]
A network error occurred. Please check the communication status.
[Error code: 3]
The video file cannot be processed correctly.
Please review the "Recommended Environment" in the User Guide.
[Error code: 6]
Communication timed out while retrieving video files.
Make sure your network environment has a line speed of
10Mbps or higher for both upstream and downstream connections.

Q：I pressed the play button but the image cannot be displayed.

A：If you use Safari on Mac/iPhone/iPad, you may not be able to watch videos normally.
Please review (_____Recommended Environment_____) in the User Guide.

*If you use a “content blocker” or “ad-blocking app”,
You may not be able to watch the video.
If such a dedicated application is installed, please close settings and try playback again.

Q： I did not receive the purchase completion email.

A：Check whether the following possibilities exist.
- Whether the domain "@stores.play.jp" has been set to reject.
- Email software, free email services, and Internet providers have configured filtering settings.
- Email sorts emails into other folders or spam folders.
- An incorrect email address was entered when registering as a member.
(When completing membership registration,
we will send you an email, please check whether you have received it.)

Q：Can I cancel my bill?

A：After the purchase process is completed, changes,
cancellations or refunds cannot be made for your convenience.

Q：How should I use the discount code?

A：Enter the discount code when purchasing the product.
*After the purchase process is completed, it will not be available.

Q：I entered the discount code, but it shows that the activity is not applicable.

A：Check whether the following possibilities exist.
・There is no activity on this service.
・The discount code was entered incorrectly or is invalid.
・The event code has been used and cannot be used.
- Do not meet the event application conditions. (Maximum once per user, etc.)
・Applicable discount codes cannot be used for the selected products.

Q：Forgot password

A：Reset your password from [If you forgot your password, click here] on the login screen and try again.
*Please enter a password combination of at least 8 characters, containing at least 1 lowercase letter (a-z),
1 uppercase letter (A-Z) and 1 number (0-9).

Q：How to change the registered email address?

A：It can be changed from マイページ(MY PAGE).

Q：What should I do if I want to cancel my membership?

A：You can cancel your membership from the account information of MY PAGE.

Q：Where can I contact if I have any questions?

A：Please contact us from this inquiry form.
*We may take 2 to 3 working days to reply. We apologize for the inconvenience.
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