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 and withdrawing from membership

Where can I enroll for card membership.

There are two ways to sign up for a Seibu Prince Club emi card. The first is to apply upon making a online reservation to stay at a Prince Hotel. The second is to sign up immediately at either a participating Seibu Prince Club emi merchant in Japan (with some exceptions) or at the Seibu Prince Club Counter.
When applying upon making an online reservation, your card will be handed to you at the reception desk at the hotel you stay at. When signing up at either a participating Seibu Prince Club emi merchant in Japan (with some exceptions) or at the Seibu Prince Club Counter, your card will be handed to you on the spot.

What are the terms and conditions of membership.
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 become a card member.

Card membership is eligible for those who live outside of Japan or those who can register a foreign address.

Are there any membership or annual fees.

There are no membership or annual fees.

How do I become a blue member of the Seibu Prince Club. How do I earn points.

Those who live outside of Japan are not eligible to become blue members of the Seibu Prince Club. We currently do not offer a card program for those who live outside of Japan to earn points. We apologize for the inconvenience.

How do I cancel my membership.

You can cancel your membership from the member services website (My Page) or call the Seibu Prince Club Desk at +81-(0)3-5996-1260.

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

Is the account information registration process separate from the My Page registration process.

The account information registration process includes the registration of your name, address, telephone number, nationality, gender, and other personal information. To register for and access the My Page service, you must also configure a password for this service. Access the My Page service to change account information or view your usage history. You can also participate in surveys and receive information on current promotions.

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.

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.

Special card benefits

What are the benefits offered by the Seibu Group membership program. Where can I use my membership.

Please refer to the benefits page on our website.

Can I earn points with this card.

You cannot earn points with this card.

When should the card be presented to a merchant.

Please present the card before making payments or before receiving benefit services.

Why is my card scanned if I cannot earn points.

Benefit services are provided in accordance with your usage history. Please refer to the benefits page on our website.

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.

Trouble

The magnetic strip on the card is no longer readable.

Please obtain a new card from a participating Seibu Prince Club emi merchant in Japan. Then call the Seibu Prince Club Desk to transfer your information from the old card to the new card.

My card has become damaged.

Please obtain a new card from a participating Seibu Prince Club emi merchant in Japan. Then call the Seibu Prince Club Desk to transfer your information from the old card to the new card.

I lost my card.

Obtain a new card from a participating Seibu Prince Club emi merchant in Japan. Account information is not automatically transferred. Please register your account information again for the new card.

I left my card.

Obtain a new card from a participating Seibu Prince Club emi merchant in Japan. Account information is not automatically transferred. Please register your account information again for the new card. After returning to your home country, please cut and discard any cards you will no longer use.

Inquiries

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

Please refer to the inquiry page on our website.