FAQ

This FAQ is a compilation of questions that we frequently receive from guests.
You may search the answers you are looking for based on the category of questions, such as those on membership, special benefit services, or the use of your My Page.

Joining/cancelling membership

What do I have to do to join?

You may join SEIBU PRINCE CLUB emi either through the official website or mobile app. You can also join right away at SEIBU PRINCE CLUB emi participating locations in Japan (with some exceptions) or at a SEIBU PRINCE CLUB Counter.
Member's cards will not be issued if you join through the official website or mobile app. If you join right away at participating locations, You will be provided with a card onsite.

Where can I see the Membership Terms and Conditions?
Does the membership expire.

Membership expires on December 31 of the 5th year since the last date of membership use.

How can I receive information on the membership enrollment process.

You can receive this information from any Prince Hotel or other participating Seibu Prince Club emi merchant.

What are the requirements to join?

You must reside outside of Japan or be able to register an address outside of Japan.

Are there any membership or annual fees.

There are no membership or annual fees.

I want to cancel my membership. Are there procedures I need to carry out to do so?

You must carry out procedures to cancel your membership.
Members must call the SEIBU PRINCE CLUB themselves in order to carry out cancellation procedures.
Members who have registered their My Page or have registered on the app may also cancel their membership from there.

  • Your membership will not be considered to have been canceled simply by uninstalling the app.

Registering member information (My Page registration)/Changing member information

What is the customer number and security code.

Your customer number is the 8-digit number that begins with the number 9 found on the back of your card. Your security code is the 7-digit number found on the back of your card. You need this information to register for the My Page service.

I enrolled for membership upon reserving accommodations on the Prince Hotels & Resorts website. Do I still need to perform the account information registration process.

Only your name, telephone number, and email address are required to make on online hotel reservation. To complete your account registration, please complete the account information registration (My Page registration) process on our website.

I enrolled for membership at a participating merchant. Do I still need to perform the account information registration (My Page registration) process.

Yes, please perform the registration process.Please refer to the account information registration (My Page registration) page.

I joined SEIBU PRINCE CLUB emi through the official website/mobile app. Do I still need to register my account information (perform My Page registration)?

No. The registration of your My Page has already been completed at the time that you became a member.

Is the account information registration (My Page registration) process absolutely necessary. How is my personal information used.

Some services and promotions are not available to members who have not registered their account information. Please register your information so you can have access to all services. Personal information is used to provide services and product information. It is also used as emergency contact information and to provide support to customer inquiries.

I registered my account information (My Page registration), but I have not received a confirmation email message.

Please recheck your email address used for registration. The confirmation email may have been filtered as spam by your email software or security software. Please check the spam, trash, or other folder used for filtering purposes. Provider access to email may be temporarily suspended due to an email server or other issue. Please contact your service provider in such cases. If you used a cellphone email address, please check if there are domain restrictions configured in the inbound settings. If there are domain restrictions configured in the inbound settings, please add the "club.seibugroup.jp" domain to the allowed inbound list.

I cannot log into the My Page service.

Please make sure that you have registered for the My Page service. If the website requests you to enter your customer number and security code during the account information registration (My Page registration)process, this indicates that you have not yet registered for the My Page service. Please register for the My Page service before logging into the service. If the website does not request you to enter this information, this indicates that you have already registered for the My Page service. In this case, please click on the "Forgot your Password." link to configure a new password and log into the service.

I forgot my password to the My Page service.

Please click on the "Forgot your Password." link to configure a new password and log into the service.

I want to edit my account information.

Access the My Page service and click on the "View/Change Account Information" link to edit your information.

How do I stop receiving email newsletters.

Access the My Page service and click on the "View/Change Account Information" link to edit your information.

Member benefits

I want to use special benefits offered by the Seibu Group. What kind of benefits are available? Where can I use them?
When should I show my membership certificate?

Please show your membership certificate prior to making payment to have points added. Also present it prior to receiving special benefit services.

Can I use my membership outside of Japan.

No, your membership cannot be used outside of Japan. Please use your card at participating Seibu Prince Club emi merchants in Japan.

Prince Points

When will Prince Points start to be awarded.

Prince Points will start to be awarded on February 1, 2018 (Japan time).

Where will points be awarded.

1 point will be awarded for every 110 yen spent at a participating Seibu Prince Club emi merchants.

What should I do in order to be awarded Prince Points.

Please present your card at a participating Seibu Prince Club emi merchants upon using that merchant.

Can I get points added starting on the day that I obtain my membership certificate?

Yes, you can.

What is the points award rate.

You are awarded 1 point for every 110 yen spent.

How long is the accumulation period and valid term of Prince Points.

The accumulation period is the 1-year period between January 1 and December 31 every year.
The valid term begins the year that points are awarded and ends on December 31 of the year 4 years later (Japan time).

Are points only awarded with payments made in cash.

Points are also awarded when making payments using a credit card, Prince Points vouchers, and so forth.
Please verify the other avenues of payment available with a participating SEIBU PRINCE CLUB emi merchant prior to using that merchant.

Are Prince Points added when reserving accommodations or a restaurant on a website other than Prince Hotels' official website?

As a general rule, points cannot be added in such instances.

Can someone other than me use my membership certificate?

Only SEIBU PRINCE CLUB emi members can use their membership certificate.

I forgot my card. Can I still get points added?

Points will be added if you log into your My Page online or the app and show your membership certificate screen. Points will also be added if you have a new member's card issued. Please note that points from forgotten member's cards and those from new ones cannot be integrated.

I lost my card. Can I still get points added?

Points will be added if you log into your My Page online or the app and show your membership certificate screen. Points will also be added if you have a new member's card issued. Please note that points from lost member's cards and those from new ones cannot be integrated.

How can I check my Prince Point balance?

You can check your balance on your My Page online or by using the app or a Pripochecker (Prince Point inquiry/redemption device).

When will the points I was awarded be reflected.

They will be reflected on the day that the points were awarded or the day after depending on the participating SEIBU PRINCE CLUB emi merchant.

How far back can I verify my points history.

You can verify your points history for the last 5 years, but no earlier than February 2018.

I showed my membership certificate, but no points were added.
Whom should I contact about this?

Please contact the SEIBU PRINCE CLUB DESK at 03-5996-1260.

I have multiple member's cards with different membership numbers. Can I integrate my points?

You cannot integrate points from different cards.

Where can I used my accumulated points.

You can use your points by exchanging them for Hotel vouchers or Prince Points vouchers in accordance with the number of points that you have.

What kind of products can points be redeemed for.

Points can be redeemed for Hotel vouchers, Prince Points vouchers or other vouchers in accordance with the number of points that you have.

Is it possible to redeem points without registering my account information (performing My Page registration).

No, it is not. You must register your account information (perform My Page registration) on the website to redeem points.

How do you redeem points for products.

Hotel vouchers are sent out to your registered address after you perform the redemption process on the My Page website. Prince Points vouchers and other vouchers are issued to you after you perform the redemption process using a Pripochecker.

How long will it take for Hotel vouchers to reach me after I have redeemed points for them.

They will be sent to you in about 2 to 3 weeks.

Is it possible to have Hotel vouchers sent out to an address other than the ones that I registered.

You may change the sending address by registering two addresses as "Sending Address 1" and "Sending Address 2" and choosing between them.

Whom should I contact if my Hotel vouchers not arrive.

Please contact the SEIBU PRINCE CLUB DESK at: 03-5996-1260

What is a "Pripochecker?" Where can I find one.

Pripochecker are point verifiers and exchangers installed at Prince Hotel, PePe, Emio and other locations.
Using Pripochecker, members can perform points redemption procedures on their own, and immediately have Prince Points vouchers (500-Yen Vouchers, etc.) or other vouchers issued that very day.
List of locations where Pripochecker (point verifiers and exchangers) are installed

It says "Store Visit Points" and "Back-to-Back Points" on the Pripochecker at PePe and Emio locations. Can I receive those points.

You cannot receive those points with SEIBU PRINCE CLUB emi membership.

Can I get points awarded overseas as well.

Prince Points are not awarded overseas. Please use your card at participating Seibu Prince Club emi merchants in Japan.

I forgot my Hotel voucher. Can I use it anyway.

No, you cannot. As you are granted use of accommodations in exchange for the hotel voucher, please make sure to bring it with you.

Is there a time limit on Hotel vouchers or Prince Points vouchers.

The valid term of Hotel vouchers and Prince Points vouchers is 6 months from the date of issue.

Trouble

The magnetic strip on my member's card became unreadable. What should I do?

You can continue using SEIBU PRINCE CLUB emi services by logging into your My Page online or into the app and showing your membership certificate. Other options are to have a new card reissued at a SEIBU PRINCE CLUB emi participating location in Japan or to directly call the SEIBU PRINCE CLUB DESK. Your account information and accumulated points will be transferred.

My member's card is cracked. What should I do?

You can continue using SEIBU PRINCE CLUB emi services by logging into your My Page online or into the app and showing your membership certificate. Other options are to have a new card reissued at a SEIBU PRINCE CLUB emi participating location in Japan or to directly call the SEIBU PRINCE CLUB DESK. Your account information and accumulated points will be transferred.

I lost my member's card. What should I do?

You can continue using SEIBU PRINCE CLUB emi services by logging into your My Page online or into the app and showing your membership certificate. Please re-register your account information (perform My Page registration again), as your account information and accumulated points will not be transferred to your newly-issued card.

I forgot my member's card. What should I do?

You can continue using SEIBU PRINCE CLUB emi services by logging into your My Page online or into the app and showing your membership certificate. Please re-register your account information (perform My Page registration again), as your account information and accumulated points will not be transferred to your newly-issued card. If you no longer need your member's card after returning to your home country, please cut into it with a scissors and discard it.

SEIBU PRINCE CLUB emi App.

What is the SEIBU PRINCE CLUB emi App.?

The SEIBU PRINCE CLUB emi App. is the official app of SEIBU PRINCE CLUB emi. Customers can join SEIBU PRINCE CLUB emi right away by downloading the app and using it to register their account information. Furthermore, by showing the app's membership certificate screen, members can receive points and special services. All of this can be performed without having a SEIBU PRINCE CLUB emi member's card. Members who already have a member's card can use the app simply by installing it and registering their account information.

What does registering on the app enable me to do?

① You can show a screen of your membership certificate using the app or a Web-enabled device.
② You can use e-Vouchers right after points have been redeemed for them.
You can receive services by showing your app screen without carrying around your member's card.
③ You can redeem points for products only available to app members.
④ You will receive coupons and announcements linked to your positional information.
⑤ You can take part in campaigns and questionnaires only conducted for app members.

Can other free apps be used to receive points and take advantage of other aspects of SEIBU PRINCE CLUB emi?

No. Only the SEIBU PRINCE CLUB emi App. may be used for that purpose.

How do I download the app and join SEIBU PRINCE CLUB emi on it?

[Customers using an iOS device]
Search for the "SEIBU PRINCE CLUB emi App." over the "App Store," download it and install it.

  • Go here (link) to install the app from the App Store.

[Customers using an Android device]
Search for the "SEIBU PRINCE CLUB emi App." over "Google Play," download it and install it.

  • Go here (link) to install the app from Google Play.
I can't log into the app.

"Please check what error message was displayed when you failed to log in.
① "My Page not registered; initial state"
 ⇒You will be instructed on how to perform My Page registration.
② "Password incorrect"
 ⇒Perhaps you are copying/pasting your password.
  Please delete the password saved on your device and re-enter it.
  Are you entering your password using half-width characters? Perhaps the password you entered contains full-width characters.
  Please verify the above.
③ "Membership number incorrect"
④ "Image selection incorrect"
⑤ "Member's card invalid"
 ⇒One possibility is that your membership may have been automatically cancelled.
If you are unable to log in after trying repeatedly, please personally contact the SEIBU PRINCE CLUB DESK.

I want to log into the app. However, I'm not sure what my membership number is.
(Due to changing/losing my mobile phone, etc.)

Please personally contact the SEIBU PRINCE CLUB DESK. You will be given information on how to proceed after your identification has been verified.

  • Your membership number is shown in the email sent to you after you have completed procedures to join SEIBU PRINCE CLUB emi.
I just joined SEIBU PRINCE CLUB emi through the official website/mobile app. However, I'm not sure what my membership number is.

Your membership number is shown onscreen when you have joined SEIBU PRINCE CLUB emi and in the email sent to you after you have completed procedures to join.
If you cannot verify that you have received that email, please personally contact the SEIBU PRINCE CLUB DESK.

e-Voucher

What is an "e-Voucher?"

An "e-Voucher" is an electronic voucher that points can be redeemed for on the SEIBU PRINCE CLUB emi App. and your My Page online.

I redeemed points for e-Vouchers. Please tell me how to use them.

After points have been redeemed for e-Vouchers, the e-Vouchers will appear in the "List of products for which points were redeemed" on your My Page online and on the app.
① Make a reservation in advance for accommodations with the Reservation Center or for dining, etc. at the applicable facility. Make sure you have the "Redemption acceptance No." stated in your Redemption Acceptance Completed email and the "Valid until" date indicated on your e-Voucher ready when you do.
The facility you should make reservations with is indicated below the barcode on your e-Voucher.
② Show the e-Voucher barcode screen at the facility. Make sure you bring a device that enables you to view the "List of products for which points were redeemed" on the day that you use the facility.

  • Redemption acceptance Nos. are not indicated on e-Vouchers. Please check the email sent to you upon the completion of your point redemption.
    If you cannot verify that you have received that email, please personally contact the SEIBU PRINCE CLUB DESK.
When redeeming points, can I choose whether to redeem them for e-Vouchers or for physical (paper) vouchers?

① When redeeming points over your My Page online⇒You may choose whether to issue vouchers in e-Voucher or physical (paper) voucher form.
② When redeeming points over the app⇒You may choose whether to issue vouchers in e-Voucher or physical (paper) voucher form.

  • For products only available on the app, only e-vouchers may be chosen.
    ③ When redeeming points using a Pripochecker⇒Only physical (paper) vouchers may be chosen.
I redeemed points for the wrong product. Is there any way I can cancel or change that redemption?

Products for which points have already been redeemed cannot be canceled or changed.
Please also note that e-Vouchers cannot be changed to physical (paper) vouchers or vice-versa.

Is there a way to see what products I've redeemed points for up to now on the app or on my My Page online?

Please check the "List of products for which points were redeemed" on the app or on your My Page online.
Products redeemed over the last 2 years will be displayed.

Can I transfer e-Vouchers and physical vouchers that I redeemed points for to my family members, friends or other people I know?

While you cannot transfer e-Vouchers, you can transfer vouchers issued in physical (paper) form.

  • Please note that e-Vouchers may not be used in screenshot or printed form.
    Similarly, physical (paper) vouchers may not be used in duplicate form.
I can't redeem my points for a certain product. How can I redeem them for the product?

Products only available on the app are also displayed in the list of products to redeem on the My Page online, and can be searched there as well. However, points can only be redeemed for those products on the app.

  • Although the app is needed to redeem points for those products, they can be displayed on any device through your My Page online after points have been redeemed for them.
Can e-Vouchers be used at any Prince Point participating location?

Please note that there are some participating locations where e-Vouchers cannot be used.
Participating locations where they can be used have stickers displayed on them.

Since I lost my member's card, I had a stop put on it (to disable it).
Does that mean I can't use e-Vouchers that I already redeemed points for?

Even if you lost your member's card and had a stop put on it (had it disabled), e-Vouchers can be used by logging into your My Page online.

Inquiries

How can I receive more information on the Seibu Prince Club emi program.

Please refer to the inquiry page on our website.