FAQs

What are the language options?: In addition to Japanese, English, Korean, and Chinese (simplified and traditional) are supported.

How do I change the notification settings within the App?: Open the "Discover OSAKA". Then go to Tools > Settings > App Settings > Notices to change the settings.

The App is downloaded but it does not work.: First close the application completely and restart it before trying again.
If it still does not work, delete the application and download it again.
Also please note that iOS 12.0 and above and Android OS 10.0 and above are only supported.
(Tablets and feature phones are not supported.)

How can I access to Osaka Free Wi-Fi?: Please go to the following URL for the detailed instruction.
https://ofw--oer-com.translate.goog/user/?_x_tr_sl=ja&_x_tr_tl=en&_x_tr_hl=ja&_x_tr_pto=wapp

I'm holding up my phone, but no characters are appearing. What can I do?

There are few possibilities:

It may take 7 to 10 seconds to load a character.
While scanning an object, make sure your camera is steady.
Hold the smartphone with both hands to avoid shaking it as much as possible.
Make sure the object and the guides on the screen match each other. If the guides are not aligned with the object, it may not be possible to read the object correctly.
When scanning an object, if there is a person in front of you blooking, or if a person is in the picture along with the object you are trying to scan, it might cause the scanning to fail.
In such cases, please be considerate so as not to be causing any troubles or issues.
Also be noted that the camera may not start up properly at night, or in some weather conditions such as in rain, or on cloudy day.
In such cases, exit (swipe) the contents and try again.
The app may not start up properly when the phone signal is poor or when in a high building.
In such cases, exit (swipe) the contents and try again.
Also Wi-Fi might interfere the scanning process.
Disconnect from Wi-Fi, exit (swipe) the content, and try again.
If you have a limited connection speed on your phone data package, the contents might not load properly and fully.
In this case, please try using another phone with enough bandwidth remaining. *Please note that we may not be able to provide the service in some cases.

Is the Extended Reality(XR) experience feature only available on specific devices?: Your phone's OS needs to be iOS 12.0 or later, or Android OS 10.0 or later.
Please note, however, that some XR Experience functions may not be available on some phones bought outside Japan.

How do I use the Souvenir Photo function?: For the instructions, go to the How to Use the Souvenir Photo Function, and hold the camera over the object to be scanned so that the character should appear.
For more information, visit the User's Guide or the tutorial on how to use the application.

I have trouble saving the photos I took. What can I do?: Please check your settings of your device's camera roll (photo) accessibility. Or, please check if there is enough space on your device.

The XR function does not seem to be working. What can I do?: Make sure signal on your phone is strong enough, and also the location information acquisition by GPS is turned on.

My camera does not being activated. What can I do?: Check the camera access permission settings on your device, and make sure the access is allowed.

Though the facility was one of the Suvenir Photo sites, there was no characters appearing on my phone. How come?: Check your device's location settings.
Or, follow the scanning guide on the facility's POI to align the camera with the frame when taking photo.

I opened the app to take a picture in the middle, but the character did not appear. How can I still get the picture?: The characters only appear at the time of your departure from the boarding area.
Please note that the character will not appear again once the photo has been already taken.
This applies at the following sites: Tombori River Cruise Special XR, HEP FIVE Ferris Wheel Special XR, Sailing Ship Santa Maria Special XR.

After purchasing a Osaka e-Pass and entered my ticket information, but the pass sudddenly became unavailable. What happned?: Access the Special Stage and check the expiration date of your pass.
If it shows it has already expired, the ticket information you entered might be incorrect.
Make sure your ticket information is correct, and try again.

Can I still get access to the XR experience for a Osaka e-Pass holder, even after my pass has expired?: Your access is granted for 48 hours after activating your Osaka e-Pass in the "Discover OSAKA" application.

Do I still get the Extended Reality(XR) access with a different pass such as Osaka Amazing Pass?: We are sorry, but this EX experience is only available for the Osaka e-Pass holders.

Can I take advantage of the exclusive XR experience without purchasing a Osaka e-Pass?: The XR Experience is exlusive to Osaka e-Pass.
You need a Osaka e-Pass (not a different pass including Osaka Amazing Pass) to gain access to the XR Experience at different falicities.

Can I switch to the device's camera and still get to photograph the character?: Your device's camera is not supported. Please use the main camera.

Is the XR Experience available on tablets as well?: Tablets and feature phones are not supported only smartphones are.

Can the camera be oriented both vertically and horizontally for the photoshooting?: XR Suvenir photography works on the vertical portrait.

Can I still catch character photos even outside Osaka?: The character sites are limited to around specific facilities within Osaka Prefecture.

How to purchase and what to do after purchasing a Osaka e-Pass: For inquiries regarding the purchase of the Osaka e-Pass or how to use the pass after purchase, please contact the store where you've purchased the pass.

It does not let me register for a membership in the process of purchasing a Osaka e-Pass in the app.: Please contact us via email at [email protected] or call us at 06-6260-4362.
*Hours: Weekdays 9:30 to 17:30. Closed: Saturday, Sunday and holidays

What can I do with my Osaka e-Pass?: There is exclusive extended reality (XR) experience for Osaka e-Pass holders only.

How to take pictures of the specific characters using the Osaka e-Pass?: Go to the User's Guide or the tutorial on how to use the application.

Can the pass be shared with my family and still all my family receive the benefits?: The benefits are only for individual pass holder. A pass is required for each person to receive the benefits.

I purchased multiple Osaka e-Passes on one device. How can I share the benefits for the individuals?: To receive the beneftis, forward the email with the Osaka e-Pass purchase information to each person.
Or sort the Osaka e-Pass QR captures for the number of people and enter the QR code ID numbers listed there. For those purchased from JTB via the "Discover OSAKA" application, please click on the URL in the email received at the time of purchase.
*Please note that this is different from your booking number.

Where can I find the list of facilities and services that the Osaka e-Pass can be used?: You can find the list on the website.
Visit the Osaka e-Pass website at https://www.e-pass.osaka-info.jp/en/

I have already purchased a Osaka e-Pass on the website. Can I still receive the app benefits?: Yes, you can.
Just register the QR code ID number in the "Discover OSAKA" application. The QR code ID number you can be found in the e-mail or other document containing the Osaka e-Pass purchase information.