Support Center
We're here to help — 7 days a week, 9AM–9PM JST
What do you need help with?
Choose the option that best describes your issue and we'll get you sorted fast.
Manage My Tickets
View, download, transfer, or cancel your tickets. Access everything from your account dashboard.
Go to My Tickets →Request a Refund
See our flexible refund policy and submit a cancellation request directly through your account.
View Refund Policy →Contact Support
Email us at support@joyfulcraftspace.com and we'll respond within 24 hours, 7 days a week.
Send an Email →Live Chat
Chat with a real support agent instantly. Available Monday–Sunday, 9AM–9PM JST.
Start Live Chat →Solve it yourself
Many issues can be resolved instantly through your account — no waiting required.
Frequently asked support questions
Find instant answers to the most common support queries below.
First, check your spam or junk mail folder — confirmation emails from support@joyfulcraftspace.com sometimes get filtered. If it's not there, log in to your account and navigate to "My Tickets" — you can resend the confirmation from there. If you still can't find it, please contact us at info@joyfulcraftspace.com with your full name and the email address used at checkout.
If your QR code isn't scanning at the gate, please do not leave the queue. Alert a member of our entry staff immediately and have your order number ready (found in your confirmation email or on your account page). We will verify your booking and issue a replacement confirmation on the spot. If you encounter this issue before the event, contact us at info@joyfulcraftspace.com with your order number.
Name changes on tickets must be requested at least 7 days before the event. Please contact info@joyfulcraftspace.com with your order number, the original name on the ticket, and the new name to be applied. Note that name changes may require identity verification. Alternatively, you can use the Ticket Transfer function in your account to transfer the ticket to the new attendee's account.
You can upgrade your ticket in two ways: (1) Log in to your account, go to "My Tickets", select your ticket, and click "Upgrade Ticket" — the price difference will be charged to your saved payment method. (2) Contact our support team at info@joyfulcraftspace.com and we'll process the upgrade for you. Upgrades are subject to VIP ticket availability.
If you realise you've purchased the wrong date or ticket type, please contact us within 24 hours of purchase at info@joyfulcraftspace.com with your order number and details of the change required. We will do our best to accommodate your request, subject to availability. After 24 hours, standard refund policy terms apply.
Visit our login page and click "Forgot Password?" — a password reset link will be sent to your registered email address. Check your spam folder if it doesn't arrive within a few minutes. If you no longer have access to your registered email address, please contact info@joyfulcraftspace.com with your full name, order number, and date of birth for identity verification.
Payment declines can occur for several reasons. Please: (1) Double-check your card number, expiry date, and CVV are entered correctly. (2) Ensure your card has sufficient funds or credit limit. (3) Check that your bank hasn't blocked the transaction — international online payments are sometimes flagged. (4) Try a different card or payment method (PayPal, Apple Pay, Google Pay). If the issue persists, please contact your bank first, then reach out to us if you continue to have problems.
Once your refund request is approved, it is processed within 5–10 business days to your original payment method. Credit card refunds typically appear within 3–5 business days of processing. Bank transfers may take up to 10 business days. You will receive an email confirmation when your refund has been processed. If you haven't received your refund after 10 business days, please contact us with your order number.
Contact our support team
Choose the method that works best for you. We'll always aim to get back to you as quickly as possible.
Email Support
Send us a detailed message and we'll respond within 24 hours, 7 days a week.
Response within 24 hours · 7 days/week Send EmailPhone Support
Speak directly with a support agent for urgent matters. Best for complex issues.
Live Chat
Instant chat with a real support agent — no bots. Get answers in minutes.
At the Festival: Emergency & Lost Property
Medical Emergency
Locate any festival staff or security immediately. First Aid stations are located at the North, South, and East entrances. Emergency services: 119 (Japan).
Lost Property
Visit the Lost & Found tent near the Main Stage Box Office. Staff are on duty throughout the event. Post-event items: email us with a description.
Safety & Security
Report any concerns to the nearest security team member wearing a yellow hi-vis vest, or visit the Security Hub near Gate A. Zero tolerance for harassment and violence.
On-Site Info Desk
The Festival Information Desk is located at the main entrance plaza. Staff can assist with wristband issues, accessibility needs, and general enquiries during event hours.
Support response times
We commit to the following service level agreements for all support channels.
Email Response
All email enquiries answered within 24 hours, 7 days a week including holidays
Live Chat
Connect with a real agent immediately during live chat hours: Mon–Sun 9AM–9PM JST
Phone Wait Time
Average phone queue wait time during business hours: Mon–Fri 10AM–6PM JST
Refund Processing
Approved refunds processed to original payment method within 5–10 business days