Please go to My Page and edit your registration information.
※After editing, be sure to click the "Confirm" button to complete the update.

[If you are using the app version]
Please create a new account on the new device (the device you will use in the future), fill in the following information on the Contact Us Form, and tell us that you have changed your device model.
We will transfer the data from your old account.
※Please send us the following information of your old account.
・Nickname
・Type of registration (iOS app, Android app, or Web)
・The name, address, cell phone number, and e-mail address of your registered shipping address.

[For users of the web version]
By setting up your e-mail address and password, you can log in with your previous registration information. Please follow the procedure below.
(1) Set up your e-mail address and password before changing the model.
(2) After changing the model, follow the procedure above to log in.
After changing the model, you can log in using the email address and password you set up above. If you have not set up your e-mail address and password and have changed your phone model, please contact us using the Contact Us form. If you do so, please provide as much information as possible so that we can process your request smoothly.

Please check the phone number you used to register your delivery address. You need to enter a cell phone number that can receive SMS (short message to cell phone) without hyphen (e.g. 09012345678), not a landline phone or an IP phone starting with 050. Please make sure that your cell phone is set up to receive SMS.
※This SMS will be sent from overseas, so please also check your settings for receiving messages from overseas.

If you do not receive the "authentication email", please check the following.
・Is there a mistake in the email address you entered?
・Is the "authentication email" in the spam folder?
・Is it excluded by the filtering function etc. of the contracted provider?

[For each carrier's email address]
You may not have set up to receive emails. Please receive emails from "puracolle.jp" domain and try again.

[For e-mail addresses such as gmail]
It may be in your "Promotions" or "Spam" folder.
Please check if you have received an email from Puracolle (puracolle.jp) in the corresponding folder.

[icloud mail]
When using the e-mail address of iCloud "icloud.com", it has been confirmed that there are many cases where e-mails cannot be received normally. We are very sorry, but please register another email address again.

You can be sure to receive emails by setting domain-specific reception for emails from "puracolle.jp" at your carrier address.

[App version users]
The account of the app version is managed for each device, and you will be automatically logged in by opening the app.
[For users of the WEB version]
If you cannot log in to your account, please check the following.
・Make sure you have entered your email address and password correctly.
E-mail addresses and passwords are alphanumeric characters and symbols, case sensitive, full-width and half-width.
Also, make sure the "Caps Lock" key on your keyboard is not turned on.

・Is there too much cache in your browser?
It may be improved by clearing the history and cache of the browser you are using, terminal, and restarting the terminal.

If the problem persists after trying the above, please contact us using the inquiry form with as much registration and shipping information as you can remember.

Follow the steps below to issue a password reset address and set a new password.
1. Select "Login" from the menu tab on the TOP page
2. Select "reset password"
3. Enter your registered email address and select "Send"
4. A password reset email will be sent to the above email address.
5. Please set a new password from the URL described in the email.

You can change your password from your account on My Page.
If you forget your password, we cannot reset your password with this service. Please do not forget your password.
If you do not know your password, please contact us using the inquiry form.

If you end up registering a new account when changing models, you can replace the data of the account you used before.

Please use the inquiry form to let us know the following information about the account you are using.
·nickname
・If the shipping address has been registered, your name, address, and mobile phone number

You cannot use the phone number and email address that have already been registered.
If you change the model using the app, we will take over the data.
For details, please check [Q2].

As a general rule, only one account is allowed per user.
If you have changed the model or created multiple accounts by mistake, please contact us as soon as possible using the inquiry form.
Please note that if you have multiple accounts that can be recognized as the same user, or if you intentionally create multiple accounts, it will be a violation of the terms of use. For details, please check the terms of use.

[How to withdraw]
Press the menu tab, select withdrawal, and follow the procedure to apply for withdrawal.
Information on canceled accounts will be retained for a certain period of time to prevent the creation of multiple accounts.
If you are using the app, please uninstall the app after unsubscribing.
If you are using the web version, you will not be able to log in after the withdrawal process.
After you withdraw from membership, we cannot guarantee the points, tickets, prizes you have obtained, or prizes you have requested for delivery. Please follow the withdrawal procedure after understanding.

If there are other customers who are already playing, please press the reservation button and wait.
When it is your turn, you will lose the exclusive right after 60 seconds. Start playing before 60 seconds elapse.
Also, please note that if you move from the play screen to another page, the exclusive rights will be canceled.

To reserve a play, you must have a free play ticket or the points required to play. If you do not have enough points, please make a reservation after charging enough points. In addition, some popular prizes and ways to play may have reservation restrictions. By purchasing points, you can make a priority reservation.

We apologize for causing concern. Depending on how the crane game is played, the arm may temporarily shake or vibrate. Please be assured that there is no problem with playing.

We apologize for the inconvenience. The initial position of the crane may vary depending on the crane game machine, prizes, field settings, etc. If you notice that the initial position of the crane is incorrect, please contact us using the inquiry form.

We apologize for the inconvenience. In rare cases, an error may occur in the game machine, such as when the game machine breaks down or the arm gets caught. If the crane stops and does not move, please let us know from the inquiry form "Select a video to inquire" or "Chat". I will respond as soon as possible.

･ Regarding assistance, the management staff will consider the play situation and respond.
･ Please note that it is a support that makes it easier for customers to acquire at the discretion of the staff, and it does not guarantee acquisition.
･ Please note that we do not accept requests or applications for assistance based on inquiries from customers.
･ We do not compensate for points or play tickets if the order of play is changed due to inquiries, etc.
･ Assistance will be provided for a series of continuous plays (state where the exclusive right to play the game continues).
Please note that if the exclusive right expires due to point purchases or inquiries during game play, it may not be eligible.
･ When assisting, the position of the prize may be changed at the discretion of the staff, so it may differ from the position intended by the customer.

We apologize for the inconvenience. Please specify the prize name of the applicable crane game machine and let us know from the inquiry form.

We apologize for the inconvenience. If the game is played without prizes, the points or tickets used will be compensated. We apologize for the inconvenience, but please select the relevant play video and let us know from the inquiry form.

If it is clearly unplayable (such as when the arm is out of reach of the prize), the staff will decide to move it parallel to the position where the arm can reach.
Please let us know by sending "The prize has moved out of reach of the arm" from the request on the play screen.
※Please note that we may not be able to respond if we determine that it is possible to continue playing after checking the status of the prize.
※If you would like to return the prize to its initial position, please let us know by sending a request to "return the prize to its initial position."

The number of points required for the game is indicated on each prize image or game screen, so please check.
Free play tickets allow you to play for free.
Free play tickets have priority over points.

The "START" button will be displayed after you finish playing, so you can continue playing by pressing the "START" button.

It is possible to add points while playing, but if the time runs out between purchasing points, you will lose the right to occupy the game machine, and it will be the order of other customers who have made reservations next. It's going to be.
In rare cases, it may take some time to reflect the addition of points after purchasing points. We recommend charging enough points before playing.
Also, if you leave the play screen, the system will judge that you have abandoned your exclusive right, so please proceed with the procedure from the point purchase on the play screen.

Please check the "remaining time" on the play screen for the operation time of the crane game machine.

If you don't press "START" again within 60 seconds after finishing the game, the next reserved user will take the turn. If you move to the point purchase screen, it will be extended to 180 seconds. If it takes too long to purchase points during play, other customers may take their turn when the time runs out, so we recommend charging enough points before playing. Also, in the unlikely event that the order switches to another customer, we will not be able to compensate for it, so please be forewarned.

We apologize for the inconvenience. Please read the items in the frequently asked questions, and if there is a problem that does not improve, please use the inquiry form to specify the following items and let us know along with the play video when the problem occurred.
・ Communication environment when playing (home Wi-Fi/optical line, carrier 4G line, etc.)
・Device you are using
・ OS version
・ Browser version (WEB version) or app version
・Specific details of the problem
If it is recognized that play has been affected by a problem with our company, the system, or the game machine, we will compensate for the points used in the play.
If you are aiming for the prize normally in the video, or if your arm is touching the prize, we will not be able to compensate you.
* If you leave the screen while playing, you will lose the exclusive right to play.
If a problem such as the arm does not move occurs, after completing a series of plays until the prize is obtained
Please contact us from the inquiry form with the video of the problem.

If the camera is not working, the image quality is poor, etc., and you are having trouble playing the game, please contact us using the inquiry form. Also, if you are playing, please let us know by sending a "camera problem" from the request on the play screen.

We apologize for the inconvenience. Please try the following fixes.
・ Update the app to the latest version
・ Update your browser to the latest version
・ Update the OS to the latest version
・ Reboot the device

If the above does not solve the problem, please contact us using the inquiry form with the following items.
・ Communication environment when playing (home Wi-Fi/optical line, carrier 4G line, etc.)
・Device you are using
・ OS version
・ Browser version (WEB version) or app version

Due to the characteristics of the online crane game, it is a service that is affected by the customer's terminal, communication environment, and various circumstances. In rare cases, malfunctions and time lags that exceed the allowable range may occur.
If any of the above applies to you, please do not hesitate to contact us by selecting the corresponding play video from "Select a video and inquiring" in the inquiry.
※All plays are automatically recorded and saved as videos, so you can easily select and inquire.

If the management team can confirm, we will compensate for points and play tickets.

Also, if a problem occurs during continuous play, please continue playing until you get the prize. Please select a play video and let us know. We will provide compensation in the same way as above.

"Notes"
※We cannot respond beyond the scope of common sense, such as requests for compensation for most plays.
※If 24 hours have passed after playing, we will not be able to respond, so please contact us as soon as possible.
※Please note that we cannot compensate for other than the corresponding play, such as when a problem occurs.
※If you continue to make false reports or make requests that exceed the scope of common sense, or if you continue to interfere with our operations, we may refuse to use the service.
※During continuous play, after one play ends, the next play must be started within 60 seconds of the exclusive right to play. Therefore, if you make an inquiry during continuous play, your turn may go to another customer due to moving from the play screen or running out of time.
For inquiries, please contact us after playing until you win the prize.
※It is recommended to play after securing enough points before playing.

If the app crashes, please try the following.
1. Restart the app.
2. Clear cache.
3. Quit other running apps or browsers.
4. Restart your mobile device.
5. Play in a stable communication environment.
If the above does not solve the problem, please contact us using the inquiry form with information such as your device and OS version.

In order to use Puracole comfortably, please play in the following recommended environment.
【network】
・Environment such as Wi-Fi with stable communication, optical line, etc.
・Please use in a stable communication environment in order to operate the crane game machine and view live videos in real time.

[Android app version]
・ Android 5.0 or higher

[iOS app version]
・ iOS 11.0 or higher

[Smartphone browser version]
※Please enable JavaScript and Cookies.
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
[PC browser version]
Recommended browser: Latest version of Google Chrome
※Please enable JavaScript and Cookies.

We apologize for the inconvenience. When the prize is caught on the arm or nail and does not fall off, the customer who was playing will win the prize. Please let us know by sending "I met the acquisition conditions but the acquisition screen does not appear" from the request on the play screen.

We apologize for the inconvenience. When the prize is caught in the drop hole, the prize will be won by the customer who was playing. Please let us know by sending "I met the acquisition conditions but the acquisition screen does not appear" from the request on the play screen.

We apologize for the inconvenience. Acquisition judgment is displayed on the customer's screen using a sensor, but depending on the type and shape of the prize, it may not be recognized properly.
Please let us know by sending "I met the acquisition conditions but the acquisition screen does not appear" from the request on the play screen. Acquisition will also be determined by the visual inspection of the operation staff, but please note that it may take some time.
Also, once the acquisition is confirmed, the prize will be automatically displayed in the cart, so please wait for a while and check again.

Even if you were able to drop two targets in a single play, you will receive one prize.
We apologize for any inconvenience this may cause, but we ask that you understand and accept this before playing.

There are cases where multiple prizes are assigned to one crane machine.
Therefore, a different prize from the one selected in the prize list may be placed as the "target" prize. When you win a prize, the prize selected from the prize list will be the prize you win, not the one placed as the "target" prize.

We do not guarantee that you will be able to catch the ping-pong ball in one play. Please understand that whether or not you can catch the ping-pong ball is part of the gameplay.

Please use the practice table only for checking the operation. To ensure that everyone can use the practice table, please switch to the next player after the number of times indicated in the prize information.
Please note that we may be forced to terminate the game if you play too many times in a row. We appreciate your cooperation so that everyone can play comfortably and enjoyably.

The acquisition videos are released as a reference and hint for strategy. However, immediately after setting up a new machine or replacing a prize, the acquisition videos may still be of the old settings or old prizes. Also, please note that the acquisition videos are not a guarantee of winning, but are for reference only.
There are many other ways to win prizes besides the winning videos, so please enjoy finding various ways to win prizes.
The prizes in the acquisition video may not be in the initial position. There are many cases where you have played multiple times and moved from the initial position to a position where it is easy to obtain.

Points are currency within the service that are used when playing the game or delivering prizes.
After registering an account, you can have points by logging in.
Points can be obtained through login bonuses, events, etc., and can also be purchased within the service. When you purchase points, they will be charged to your account.

A Free Play Ticket is a ticket that allows you to play almost all of the machines for free, with a few exceptions. Free Play Tickets are valid for 24 hours after they are distributed. Please note that tickets will be automatically discarded after the expiration date. You can check the number of tickets you have in your account from the "Points" section of "My Page".

You will receive 3 tickets when you register for the first time. In addition, it may be distributed as a login bonus (5 days) after purchasing points, when a specified level is reached, or through various events and campaigns.

Free Shipping Ticket is a ticket that allows you to have your prize shipped to your home for free.
※Depending on the country of delivery, both a free shipping ticket and points may be required.

[How to get free shipping tickets]
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).

May 1st: The free shipping ticket is used.
May 3rd: Purchase 5.000 yen points or more.
May 8th: Free delivery of tickets (distributed at 5:00 am Japan time).
After using the free delivery ticket on May 1, no matter how many times you purchase 5,000 yen or more points until 4:59 on May 8, it will be distributed on May 8, at 5 am.

If you purchase points 5,000 yen points or more after am5:00 on the May 8, it will be distributed immediately.
Also, if you meet the above conditions 2 and 3, you can receive free shipping tickets as many times as you like.

※You can carry up to one free shipping ticket.
※The above conditions 2 and3 are for purchase of points for 5,000 yen or more with one payment.
※3,000 yen x 2 times = 6,000 yen etc. If the accumulative total is 5,000 yen or more, it will not be distributed.

※If you do not have a free shipping ticket, you can request delivery by using the points listed in the shipping price list.

※Please be careful. If you enter the wrong country for the delivery, we will not be capable to deliver the acquired products.
In addition, the points used cannot be returned or refunded.
If you make a mistake, please contact us before playing the game.

You can choose from various payment methods such as credit card, carrier payment, and convenience store payment. Please check the payment page for details.
・The point rate differs depending on the payment method.
Credit cards, etc. give more points than other payments you can play the game at a great price because the number is set a lot.
・ It is recommended that you purchase points all at once, as you will receive more points for the service.
・Discounts or points may be increased due to campaigns. For details, please check the campaign page during the campaign period.

Points are valid for 179 days and 24 hours from the date of purchase. Please note that points not used within the expiration date will automatically expire after 180 days.
Points distributed free of charge in login bonuses, various events, campaigns, etc. are individually set within the range of 1 to 180 days from the date of grant. After the expiry date, any unused points will automatically expire. If you have both purchased paid points and free points distributed free of charge, the free points will be consumed preferentially.

We apologize for the inconvenience. If the communication environment is unstable or your PC or mobile device is overloaded, it may take some time for the payment to be reflected, or an error may occur. We apologize for the inconvenience, but please contact us using the inquiry form with the following information.
・Payment date and time
・Payment Method
・Payment amount
・Payment number
※You can play comfortably by charging points in advance before playing.

We do not provide refunds for any reason after point purchases. Please refer to the Terms of Use for details.

[iOS/Android version]
Three free play tickets will be automatically distributed after the first installation.
※If you have already installed the game on your device once before, you will not be eligible for the free play tickets.
[WEB version]
3 free play tickets will be automatically distributed after the phone number is verified. ※If you have already authenticated the same phone number once in the past, you will not be eligible. Also, please note that willful repeated reinstallation may result in multiple registrations, which is a violation of the terms and conditions.

We are sorry, but we do not accept individual requests for prizes.

We are sorry, but you cannot play the prize you want on a different table. The management team will change the setting or move the prize to another table when the prize is replaced, so please check back from time to time.

For prizes that use batteries, the batteries that came with the prize may be low or may not be included. Please purchase new batteries and use them. If the product is initially defective, such as not working even after replacing the batteries, we apologize for the inconvenience, but please contact the manufacturer directly as indicated on the package.

The management team checks the condition of the prizes when they arrive, but there is a possibility that they may be damaged during shipping.
We apologize for the inconvenience, but please contact the delivery company once.
In addition, please contact the manufacturer listed on the package regarding the initial failure or malfunction of the prize. In addition, overseas users, please contact us from the inquiry form.

Winning prizes will be held for 14 days after they are won. Please make a shipping request within that period. Please note that if 15 days or more have passed since acquisition, the acquisition will be automatically canceled.
* Once the prize data has been canceled, it cannot be restored.

In rare cases, during the period from when a customer wins a prize through play until it is shipped, the same prize may be out of stock for some reason. In that case, we will take the following measures. We apologize for the inconvenience.
[Regarding "missing items" of acquired prizes]
In the event that the prize is out of stock due to some problem during the period from the time the customer obtains the prize through play until the product is shipped, the following measures will be taken. We apologize for the inconvenience.
・Refund of points consumed in consistent play up to winning prizes
If an item is out of stock, we will contact the customer individually.

To request delivery of your prize, follow the steps below.
Click "Shipping" on the "Puracole" page, and the prizes you have won will be displayed. Select the prize you want to ship and submit a shipping request.
To make a delivery request, you will need to register your delivery address information (name, zip code, address, and e-mail address) in advance. After that, please authenticate your e-mail address and cell phone.

You can request the delivery of the prizes in the "Cart" all at once. Please select all the prizes you want to send and request delivery. Registration and authentication of delivery address information is required in advance.

Depending on the situation, the number of days from receiving a delivery request to shipping will vary.
Please note that it may take some time if there is a high volume of delivery requests.
(The estimated time from shipment to arrival is as follows, so please check it.
[Estimated time from shipping to arrival of prizes]
Kanto/Chubu/Hokuriku/Kinki/Chugoku/Shikoku areas will take 1-3 days, Hokkaido/Tohoku/Kyushu areas will take 2-4 days, and Okinawa and remote island areas will be delivered by sea, so it will take around 5-7 days. We will deliver. )
*Please note that delivery may be delayed due to long holidays, natural disasters, and the circumstances of the delivery company.

If you are unable to receive the prize and it is returned, you can send it again by contacting us using the inquiry form.
* When redelivering, it will be handled by "cash on delivery".
Please note that if we do not hear from you within 14 days after the return, we will cancel the order.
* Once the prize data has been canceled, it cannot be restored.

Shipping may be free or may require points.
By using the free delivery ticket, you can deliver for free.
※Depending on the country of delivery, both a free shipping ticket and points may be required.
※If you do not have a free shipping ticket, you can request delivery by using the points listed in the shipping price list.

*For free shipping tickets, please check Q4 related to points in the FAQ.

We do not accept delivery date and time specifications. The delivery company is Yamato Transport for domestic delivery and Japan Post for overseas delivery.

Prizes will only be shipped to the address registered on the My Page. If you change your delivery address due to moving or other reasons, you can do so from the Delivery Address section of My Page.

If you have submitted a delivery request with an incorrect delivery address, please contact us using the Contact Us form.
If you contact us several days after the delivery request, we may not be able to stop the delivery in time. In that case, you will need to request re-delivery. Please understand this beforehand.
Please refer to FAQ Q4 for details on reshipment.
※If there are any changes to your registered information, you can change it from "My Page".

We will verify your phone number via SMS when you register your shipping address. If you are not at home during delivery, the delivery company may contact you by phone. Please cooperate with the authentication to ensure that the prizes you have won are delivered. In addition, unauthorized acquisition of points and free play tickets by multiple accounts is prohibited by the terms of service.
To prevent this, we perform phone number authentication.
In addition, if you win a prize with a fraudulent account, the right to win will be invalid and the prize will not be delivered.

We cannot send your prizes together after you have requested for them to be shipped, as they may have already been shipped. Please make a new shipping request.

If the prize you received is incorrect or missing, our management team will check the delivery details, so please contact us using the contact form along with a photo of the prize you received. If the same prize is in stock, the correct prize will be sent again. No shipping fee will be charged in this case. If the prize is not in stock, we will make up the points used to win the prize.
If you have received a prize that is not listed on the delivery receipt or a prize that you have not won, please contact us using the inquiry form.

You can check the inquiry number (tracking number) by clicking Delivery requested in the "Delivery" item.
If alphanumeric characters are typed into the inquiry number, delivery preparations have been completed, so please wait for a while until it arrives. If the shipping company has not completed the process yet, you may not be able to track it even if you check the tracking number. In that case, please check again after some time has passed.
Also, if you have entered characters other than alphanumeric characters, please contact us using the inquiry form.

It is possible to "cancel my membership" after requesting delivery.
Please note that we will not be able to support you in the unlikely event that the prize you sent is returned.

The Terms of Service prohibit the same customer from creating multiple accounts. Even after winning the prize, if the management team determines that the customer is the same customer, the right to win the prize will be canceled and the prize will not be delivered. Please make a self-declaration from the inquiry form as soon as possible.

We are open 24 hours a day, so please play at a time that is convenient for you.
※Some hours may change due to year-end and New Year holidays, maintenance, renewal, etc.

This service is open 24 hours a day, and we will respond to inquiries in order. Depending on the content, it may take time to reply. Also, please understand that the reply may be delayed during busy times.

If you have any questions that are not answered in the frequently asked questions, other questions, or anything you notice, please contact us using the inquiry form (chat).

We do not respond to inquiries over the phone. Please contact us from the inquiry form.

Follow the steps below to send videos.
"Inquiry" on the top page → "Inquiry by selecting a video" → Select the video "Inquiry about this PLAY" → Enter the content and "Send". According to the above, you can attach a play video and inquire.

You can update your app to the latest version from each store page by clicking on the link below.
Click on the "Update" button to perform the update.
We recommend that you use the latest version of the application, as it will add new features, reduce load, fix bugs, and improve the user experience.

We want you to share the fun, joy, excitement, and excitement with your family and friends through "Puracole", so we are releasing videos of you playing the game. We hope you will post them on SNS and enjoy them with everyone.

Before purchasing points... not yet purchased points.
After purchasing points... in the state of purchasing points.
If you have purchased points, you can get more login points for 30 days after you purchased points.
If more than 30 days have passed since your last point purchase, your account will return to the status of "Not Purchased".