Help
How do I register as a member?
"Member Registration" can be selected from the TOP page, and registration can be done from the member registration screen.
(1) Select “Member Registration” in Login / Member Registration
(2) Enter your e-mail address
(3) Enter the verification code sent to your registered e-mail address
(4) Fill in the required information, read the Terms of Use and Privacy Policy, and then select Register.
(1) Select “Member Registration” in Login / Member Registration
(2) Enter your e-mail address
(3) Enter the verification code sent to your registered e-mail address
(4) Fill in the required information, read the Terms of Use and Privacy Policy, and then select Register.
What are the payment options?
Credit card payment (VISA, MASTER, JCB, American Express, Diners) is accepted.
Credit card payments are for lump-sum payments only. Revolving and installment payments are not accepted.
Debit cards and prepaid cards are not accepted.
*The statement wording may differ depending on the credit card company, etc. used.
Credit card payments are for lump-sum payments only. Revolving and installment payments are not accepted.
Debit cards and prepaid cards are not accepted.
*The statement wording may differ depending on the credit card company, etc. used.
Can I get a receipt?
Receipts can be issued from the payment history on My Page.
How do I watch the videos?
Please access the target content page after making the necessary purchases/contracts to view the relevant content.
*Please confirm the content, implementation date, delivery period, and availability of live missed delivery on the content details page before making a purchase/contract.
*Please confirm the content, implementation date, delivery period, and availability of live missed delivery on the content details page before making a purchase/contract.
How do I rent or purchase a movie?
You can rent or purchase from the work details of each work.
(1) Click the “RENT” or “PURCHASE” button.
(2) Confirm the purchase details and click “Payment Method”
(3) Click “Confirm”.
(4) Select “Purchase” to complete your purchase
(1) Click the “RENT” or “PURCHASE” button.
(2) Confirm the purchase details and click “Payment Method”
(3) Click “Confirm”.
(4) Select “Purchase” to complete your purchase
What is the recommended environment (environment and method of use)?
Please check the "Recommended Environment（
https://www.kabukiweb.net/about/kabuki-ondemand/environment_outside/
）in the User's Guide
for compatible browsers.
Can I watch on a TV screen?
You can connect your smartphone or computer to your TV using an HDMI
cable or conversion adapter, or you can view content on your TV by
mirroring it using Wi-Fi or other methods. For connection methods,
please refer to the “Recommended Environment（
https://www.kabukiweb.net/about/kabuki-ondemand/environment_outside/
）” section of the user guide.
How many devices can I watch simultaneously with one account?
You can log in from multiple devices with a single account, but you cannot play the same content on multiple devices at the same time. Please stop playback on other devices before trying to play on the device you want to watch.
How can I check my viewing/purchase history?
You can watch it from My List.
If I watch live content from the middle of a show, can I go back and watch from the beginning of the show?
Yes, even if you start watching midway through, you can rewind to the beginning.
*Depending on the content, rewinding may not be possible. Please check the precautions on each page.
*Depending on the content, rewinding may not be possible. Please check the precautions on each page.
When can I start viewing live content that I have missed?
After the content ends, we will start catch-up streaming as soon as it is ready. You may need to refresh the page to view it.
*Depending on the content, the timing of the catch-up broadcast may vary, or there may be cases where catch-up broadcasts are not available. Please check the details and notes for each work.
*Depending on the content, the timing of the catch-up broadcast may vary, or there may be cases where catch-up broadcasts are not available. Please check the details and notes for each work.
I have tried many times to log in, but cannot.
If you enter the password incorrectly a certain number of times, you will be unable to log in for a while for security reasons.
Please wait a certain amount of time before trying to log in again.
Please wait a certain amount of time before trying to log in again.
When I press login, I get an “Error 500” and cannot log in.
Please delete cookies and cache files and log in again following the steps below.
Example: When using a PC/Chrome
1: Open Chrome on your computer.
2: Click the “Google Chrome Settings” icon in the upper right corner of the screen.
3: Click “Clear browsing data” in the “More tools” menu.
4: Select the time period at the top. (To delete everything, select “All time.”)
5: Check the boxes for “Cookies and other site data” and “Cached images and files.”
6: Click “Clear data.”
7: Please log in again.
Example: When using a PC/Chrome
1: Open Chrome on your computer.
2: Click the “Google Chrome Settings” icon in the upper right corner of the screen.
3: Click “Clear browsing data” in the “More tools” menu.
4: Select the time period at the top. (To delete everything, select “All time.”)
5: Check the boxes for “Cookies and other site data” and “Cached images and files.”
6: Click “Clear data.”
7: Please log in again.
I received an email about a "login alert."
Login alerts are automatically sent to your registered email address when a login is detected from a device or web browser other than the one you normally use.
* Login alerts may also be sent when you log in after resetting your browser to its default settings (including deleting cookies and browsing history, and using private browsing or incognito mode).
* Login alerts are a feature designed to prevent unauthorized use by third parties, so customers cannot disable them themselves.
* If you receive a login alert notification that you do not recognize, there is a possibility that your ID is being used unauthorized by a third party. Please take measures such as changing your password to one that is difficult to guess.
* Login alerts may also be sent when you log in after resetting your browser to its default settings (including deleting cookies and browsing history, and using private browsing or incognito mode).
* Login alerts are a feature designed to prevent unauthorized use by third parties, so customers cannot disable them themselves.
* If you receive a login alert notification that you do not recognize, there is a possibility that your ID is being used unauthorized by a third party. Please take measures such as changing your password to one that is difficult to guess.
I did not receive a purchase completion email.
"Please check the following possibilities.
・You have set your email to reject messages from the “@stores.play.jp” domain.
・You have set up filtering settings in your email software, free email service, or internet provider.
・Your email software is sorting your messages into different folders or spam folders.
・There is an error in the email address you registered when you signed up. (We send an email when you complete your registration, so please check to see if you received it.)"
・You have set your email to reject messages from the “@stores.play.jp” domain.
・You have set up filtering settings in your email software, free email service, or internet provider.
・Your email software is sorting your messages into different folders or spam folders.
・There is an error in the email address you registered when you signed up. (We send an email when you complete your registration, so please check to see if you received it.)"
An error message appears and I cannot watch the video.
"Please check the error code.
[Error code: 2]
A network error has occurred. Please check your connection status.
[Error code: 3]
The video file cannot be processed correctly. Please check the “Recommended Environment（https://www.kabukiweb.net/about/kabuki-ondemand/environment_outside/）” section of the user guide.
[Error code: 6]
A communication timeout occurred while retrieving the video file. Please check that your network environment has a connection speed of 10 Mbps or higher for both uploads and downloads."
[Error code: 2]
A network error has occurred. Please check your connection status.
[Error code: 3]
The video file cannot be processed correctly. Please check the “Recommended Environment（https://www.kabukiweb.net/about/kabuki-ondemand/environment_outside/）” section of the user guide.
[Error code: 6]
A communication timeout occurred while retrieving the video file. Please check that your network environment has a connection speed of 10 Mbps or higher for both uploads and downloads."
After completing my purchase, the playback button does not appear.
After purchase, you can watch works that still have viewing time remaining from ”My List."
Click on “My List” at the top right of the TOP screen to check.
Click on “My List” at the top right of the TOP screen to check.
I cannot view the video even if I press the playback button.
If you are using Safari on a Mac, iPhone, or iPad, you may not be able to view the video properly. Please check the ”Recommended
Environment（https://www.kabukiweb.net/about/kabuki-ondemand/environment_outside/）" section of the User Guide.
*If you are using a “content blocker” or “ad blocker app,” you may not be able to view the video. If you have a dedicated app installed, please turn off the settings and try playing the video again.
*If you are using a “content blocker” or “ad blocker app,” you may not be able to view the video. If you have a dedicated app installed, please turn off the settings and try playing the video again.
My list does not show the movies I have rented or purchased.
The rental period or viewing period may have expired, or you may be logged in with a different account.
Please check the “Rental/Purchase History” on the website and the email address used to log in to your My Page.
Please check the “Rental/Purchase History” on the website and the email address used to log in to your My Page.
I cannot watch the video even though the delivery period of the content has expired.
The rental period or viewing period may have expired, or you may be logged in with a different account.
Please check the “Rental/Purchase History” on the website and the email address used to log in to your My Page.
Please check the “Rental/Purchase History” on the website and the email address used to log in to your My Page.
The video stopped during viewing.
We apologize for the inconvenience, but please reload the viewing page or select the play button displayed on the viewing page.
The sale has ended and I cannot view the video from the work page even though there is still time left to view it.
If the viewing period has not expired, the work will be displayed in “My List,” so please view it from “My List.”
I made separate purchases on two accounts, can I merge my accounts?
We cannot accept requests to merge different accounts.
I forgot my login password.
Reset your password from the “Forgot your password?” link on the login screen and set a new one.
I want to change my e-mail address.
You can change this from “My Page.”
How do I change my password?
You can change this from “My Page.”
How do I change my credit card information?
You can change this from “My Page.”
(1) Select “Payment Method” from My Page.
(2) Enter your new card information and select “Register Payment Method.”
(1) Select “Payment Method” from My Page.
(2) Enter your new card information and select “Register Payment Method.”
How do I cancel my membership?
You can cancel your membership from your account information on “My Page.”
How do I use my campaign code?
Free membership registration is required to view content.
The campaign code can be used on the Kabuki On Demand website.
You can enter the campaign code when you sign up for or purchase a product.
*If you have already signed up, you cannot use the code later.
(1) After registering as a new member, log in.
(2) Select the work you wish to purchase or the eligible work, then click “Purchase.”
(3) After selecting the payment method, enter the coupon code and click “Confirm.”
(4) Confirm that the purchase amount is either the “discounted price” or “¥0 (tax included).”
(5) Click “Purchase” to complete the transaction. The work will then be available for viewing from your My List.
The campaign code can be used on the Kabuki On Demand website.
You can enter the campaign code when you sign up for or purchase a product.
*If you have already signed up, you cannot use the code later.
(1) After registering as a new member, log in.
(2) Select the work you wish to purchase or the eligible work, then click “Purchase.”
(3) After selecting the payment method, enter the coupon code and click “Confirm.”
(4) Confirm that the purchase amount is either the “discounted price” or “¥0 (tax included).”
(5) Click “Purchase” to complete the transaction. The work will then be available for viewing from your My List.
I entered the campaign code, but it says the campaign is not applied.
Please check the following possibilities.
・This service is not running any campaigns.
・The campaign code has not been entered correctly or is invalid.
・The campaign code has already been used and cannot be used again.
・The campaign conditions have not been met (e.g., one use per user).
・You have selected a product for which the campaign code cannot be used.
・This service is not running any campaigns.
・The campaign code has not been entered correctly or is invalid.
・The campaign code has already been used and cannot be used again.
・The campaign conditions have not been met (e.g., one use per user).
・You have selected a product for which the campaign code cannot be used.
Can I cancel a purchase?
Changes, cancellations, and refunds cannot be made after the purchase procedure has been completed due to customer circumstances.
Can I watch from overseas?
Works distributed on “KABUKI ON DEMAND (https://kabukiondemand.stores.play.jp/)” can be purchased and viewed from overseas.
If you are viewing from within Japan, please use this site. (https://www.kabuki-bito.jp/kabuki-contents/ondemand/).
If you are viewing from within Japan, please use this site. (https://www.kabuki-bito.jp/kabuki-contents/ondemand/).
Can I download videos?
Videos cannot be downloaded.
Videos cannot be downloaded.
Please contact us at the following inquiry form.
https://forms.gle/fwPUD35ustVBECvk8
*Please note that it may take until the following day or later for us to respond to your inquiry.
https://forms.gle/fwPUD35ustVBECvk8
*Please note that it may take until the following day or later for us to respond to your inquiry.