Frequently Asked Questions | Discover Osaka JAPAN

FAQ

Is Japanese the only language available?: In addition to Japanese, it supports English, Korean, and Chinese (Simplified and Traditional).

How do I change notification settings via the app?: Please change the settings in the "Discover OSAKA" app by going to "Tools > Settings > App Settings > Notifications."

I downloaded the app but it doesn't work.: Please try quitting the app completely and then launching it again.
If it still doesn't work, please delete the app and download it again.
Compatible with iOS 12.0 and above, and Android OS 10.0 and above.
(Tablets and feature phones are not supported)

I don't know how to use Osaka Free Wi-Fi.: Please see the URL below.
https://ofw-oer.com/user/

I'm holding my smartphone over the screen, but the character doesn't appear.

The following cases are assumed. Please note that there are cases where we cannot provide the service.

It may take 7 to 10 seconds for your character to load.
If there is camera shake when scanning the object, it may not be possible to scan it.
Whenever possible, try to hold your smartphone with both hands when scanning.
Please check that the target object and the displayed guide marker are the same. Also, if the target object's guide marker is misaligned, it may not be possible to read it.
When scanning the target object, there may be cases where it is difficult to photograph it if there is a person in front of it, or if a person is captured in the image, the object may not be scanned.
In that case, please be careful to avoid any trouble.
The device may not start up properly depending on the weather, such as at night, in the rain, or on cloudy days.
In that case, please swipe away from the content and try again.
If your mobile phone signal is poor or you are on a high floor, the app may not start up properly.
In that case, please swipe away from the content and try again.
If you are connected to Wi-Fi, loading may not be possible.
In that case, please disconnect from Wi-Fi, close the content (swipe) and try again.
If your mobile phone's data speed is limited, you may not be able to load the page.
In that case, please try a different mobile phone.

Is the XR experience available on any device?: Compatible with iOS 12.0 and above, and Android OS 10.0 and above.
However, please note that some XR experience features may not be available on Android devices overseas.

I don't know how to use the commemorative photo function.: Please see how to use the commemorative photo function and hold the camera over the object to be scanned to make the character appear.
For more information, please see our usage guide or app tutorial.

The photos I took aren't saved.: Please check the settings for accessing the camera roll (photos) on your device. Or, please check if there is enough free space on your device.

The XR function is not working.: The XR function will not work if the communication environment is poor or if GPS location information acquisition is not turned on.

The camera won't start.: Please check the camera access permission settings on your device.

I went to a facility where I could take commemorative photos, but the characters didn't appear.: Please check the location settings of your device.
Or follow the scanning guide for your facility's POI and position your camera in the frame to find it.

(At the participating facilities listed below) I opened the app to take a photo midway through, but the character didn't appear.: Characters will appear when you depart the boarding area.
Please note that once you have taken the photo, the character will no longer appear.
(Target) Tombori River Cruise Special XR, HEP FIVE Ferris Wheel Special XR, Sailboat-style Tourist Boat Santa Maria Special XR

I purchased a Rakuyu Pass and entered my ticket information, but halfway through, it stopped working.: Please access the special stage and check the expiration date.
If the ticket has already expired, the ticket information may be incorrect.
Please check again and enter it again.

Can I still experience the XR experiences that are only available to Raku-Yu Pass purchasers even if my Raku-Yu Pass has expired?: After registering your Rakuyu Pass information in the "Discover OSAKA" app, you can enjoy the pass for 48 hours.

If I purchase a Tour Pass, can I not play the XR special content?: We apologize, but this benefit is only available to Rakuyu Pass purchasers.

Can I enjoy the exclusive XR experiences without purchasing a Leisure Pass?: If you do not purchase a Rakuyu Pass, you will not be able to use the XR experiences that are exclusive to Rakuyu Pass purchasers.
Those who have purchased a Tour Pass or those who have used each facility without purchasing a Raku-Yu Pass cannot use the XR experiences that are exclusive to Raku-Yu Pass purchasers.

When taking character photos, can I switch to using the device's front camera?: The front camera is not supported. Please use the main camera to take photos.

Are XR experiences available on tablets?: Only compatible with smartphones.
Tablets and feature phones are not supported.

Can I take commemorative photos with the camera held either vertically or horizontally?: XR commemorative photos are limited to portrait orientation.

Can I take character photos outside of Osaka?: The spots where the characters appear are limited to within Osaka Prefecture and around certain facilities.

Purchasing a Rakuyu Pass and After Purchasing: For inquiries regarding purchasing a Raku-Yu Pass or how to use it after purchase, please contact the place where you purchased the pass.

I can't register as a member when purchasing a Rakuyu Pass within the app: Please contact us at the address listed below.
[email protected] 06-6260-4362 *Weekdays 9:30-17:30 Closed: Saturdays, Sundays, and public holidays

What can I do with the Rakuyu Pass?: This special XR experience is available exclusively to Rakuyu Pass purchasers.

I bought a Rakuten Travel Pass, but I don't know how to take photos of the special characters.: Check out our usage guide or tutorials on how to use the app.

Do I need to purchase a Lucky Pass for each person in my family to receive Lucky Pass benefits?: Yes. Please purchase one Lucky Pass for each person who will receive the benefits.

I have purchased multiple Rakuyu Passes on one device. Can I distribute the benefits among the number of people?: Please forward the email containing the purchased Rakuyu Pass information to each person's device,
Please assign a Lucky Pass QR capture card for each person and enter the QR code number shown on the card.
For purchases from JTB via the "Discover OSAKA" app, please click on the URL in the email you received at the time of purchase.
*Please note that this is different from the reservation number.

I don't know the facilities where I can use the Rakuyu Pass or the business information.: Please visit the Rakuyu Pass homepage ( https://www.e-pass.osaka-info.jp/en/ ).

I have already purchased a Rakuyu Pass on the website, can I still receive the app rewards?: Yes, you can receive it.
Please register the QR code number provided in the email containing the purchased RakuYu Pass information in the "Discover OSAKA" app.