How to solve your problem

1. Unable to use Sony Bank WALLET for payments or at overseas ATM

Please check the following when you are unable to use Sony Bank WALLET for payments or overseas ATM withdrawals. If your problem is not related to the ones described below, please contact the English help desk.

Insufficient balance

If you are unable to use your Sony Bank WALLET, please check the balance of your accounts. If you have an insufficient balance, you will need to make a deposit in Japanese yen by fund transfer or at a partner ATM in Japan.

How to deposit into your account

Incorrect Visa Debit PIN

If you are unable to use your Sony Bank WALLET, you might have entered your 4-digit Visa Debit PIN incorrectly. Please inquire your PIN on our Online banking.

Inquire your Visa Debit PIN

Exceeding your Visa Debit usage limit

There is a possibility that the amount you want to use for payment or withdrawal with your Sony Bank WALLET exceeds the set Visa Debit usage limits. Payments are initially limited to 500,000 yen per day and 2 million yen per month. The limits you have set up might be different.

Set the Visa Debit usage limit

Stores that do not accept Sony Bank WALLET

There are some stores, such as gas stations, that do not accept Sony Bank WALLET. For more information, please check the list of stores where Visa Debit is not available below.

Unavailable Store List

The card has been inserted in the wrong direction

If your card is not accepted at an overseas ATM, you might have inserted the card the wrong way. Please insert your Sony Bank WALLET into the card reader with the IC chip facing up and pointing towards the machine.

Card direction at overseas ATMs

Security restrictions

The use of your Sony Bank WALLET may be temporarily suspended at Sony Bank's discretion. This is to prevent card crimes by third parties and to ensure that customers can use the card with peace of mind. If you are experiencing a temporary suspension, please contact the English help desk for more information.

2. Unable to use Sony Bank WALLET at partner ATMs in Japan

Please check the following when you are unable to use Sony Bank WALLET at partner ATMs in Japan. If your problem is not related to the ones described below, please contact the English help desk.

Inserted the card in the wrong direction

If your card is not accepted at a partner ATM in Japan, you might have inserted the card in the wrong way. Please insert your Sony Bank WALLET into the card reader with the IC chip facing up and pointing away from the machine.

Card direction at partner ATMs

Using at an ATM where your card is not accepted

There are some ATMs that do not accept Sony Bank WALLET. You can only use Sony Bank WALLET at these partner ATMs in Japan:

• Seven Bank ATM
• Lawson Bank ATM
• E-Net ATM
• Aeon Bank ATM
• Japan Post Bank ATM
• Sumitomo Mitsui Banking Corporation ATM
• Mitsubishi UFJ Bank ATM

Using a partner ATM outside of service hours

Partner ATMs are not always available. If your card is not accepted, you might be trying to use the ATM outside its service hours. Please check the details of the partner ATM.

Partner ATM details

Incorrect ATM operation

Partner ATMs may operate differently from one another. Please note that some machines will not have English translations on the screens. Please check how to operate partner ATMs below.

Seven Bank ATM

Lawson bank ATM

E-Net ATM

Aeon Bank ATM

Japan Post Bank ATM

3. Have forgotten passwords or PINs

Sign-on password or Transaction PIN

You can reset your passwords and PINs by using a reset code issued by Sony Bank. Please check how to get the reset code below.

Reset code procedure

Cash card PIN

If you have forgotten your Cash card PIN, you will need to contact the English help desk.

Contact English help desk

Visa Debit PIN

You can inquire your registered Visa Debit PIN using our Online banking. After sign-in, please select Sony Bank WALLET - Visa Debit PIN inquiry. You will receive a call that informs you your 4-digit Visa Debit PIN.

Inquire Visa Debit PIN

4. Unable to use your token

Please check the following if you are unable to use your token on our Online banking. If your problem is not related to the ones described below, please contact the English help desk.

The token is out of sync

The security token is synchronized with Sony Bank systems. If you use it daily, there should not be a need to synchronize. However, if you have not used it for a long time, a time lag might occur and prevent the proper use of the token. To solve this problem, you might need to synchronize your token. Please check how to synchronize your token below.

Token synchronization

Running out of battery

Tokens have a limited lifespan as they are powered by a built-in battery. Sony Bank sets an estimated expiry date based on the lifespan of the battery. Please follow the link to see how to check your token's estimated expiry date and how to replace your token.

Token replacement

5. Lost your card or token

If you have lost your Sony Bank WALLET or your token, please follow the instructions below as soon as possible to report the loss. If you cannot sign in to our Online banking, please contact the English help desk.

1. If you have lost your card

When you report your card as lost, all card functions will be blocked to prevent unauthorized use. After sign-in, please select Settings - Report lost card.

Report loss of your card

2. If you have lost your token

When you report your token as lost, it will be temporarily suspended to prevent unauthorized use. After sign-in, please select Settings - Token settings - Report.

Suspend your token

6. Unauthorized transactions

Please contact the English help desk immediately if you notice unauthorized use of your card, such as:

• Illegal use of Sony Bank WALLET due to theft or counterfeiting
• Unauthorized use of Online banking due to spyware or phishing
• Financial crime such as fund transfer fraud

Please also report to your local police station.

If you are trying to reach the English help desk outside of the online live chat business hours, please call us using the phone numbers below. An English-speaking interpreter will be available only during the times listed below. The call will start with a Japanese automated voice.

Lost/Stolen card and unauthorized use

Toll-free 0120-365-738

Charged 03-6731-1340

operates only outside the business hours of the English help desk online live chat.

7. Error messages during Online banking transactions

If you see a Japanese error message while using our Online banking, the English help desk will allow you to search the message code (6-digit alphanumeric characters) and show the corresponding message in English.

English help desk

8. Unable to use our Online banking

If you are unable to use our Online banking, the device / operating system (OS) / browser you are using may not be supported by Sony Bank. Please check below for a list of the confirmed operating environments that are compatible with our Online banking.

Check operating environment