FAQ

About Join for Heart9

What are the membership terms and conditions?

The membership agreement is here.

How do I join Heart9?

Please click here for membership information.

What is hubsynch?

This is the name of the membership management and payment management system provided by hubsynch Inc. Heart9 uses hubsynch for membership management.
For more information about “hubsynch”, click here.

How to access to the Heart9 official website

I have completed the enrollment process, but I cannot see the members-only contents.

If you try to view the members-only contents while logged in after completing the new membership procedure, you may be asked to log in again.
If you are in this situation, please click on the “MY PAGE” button while you are still logged in, and you will be able to view the members-only site.

I have joined, when will I be able to log in to the site?

Your registration (payment) needs to be confirmed by Heart9, once that is completed you should be able to log in immediately. In case you cannot log in, please allow one week for your account to be activated. If you are still unable to log in after two weeks, please contact Heart9 for assistance.

Can I view the site from my cell phone?

Please be aware that some cell phones (especifically feature phones) are not supported. Also please note that some types of cell phones may not be able to display this site correctly even if they are smartphones.
For the list of recommended environments, please click here.

I can't log in.

Only valid Heart9 members can log in to the fan club site.
If you are a member, please follow the steps below to log in.

1. Click the “Login” button on the right side of the screen.
2. Enter your e-mail address and password in the fields provided below.
E-mail address: E-mail address registered with Heart9
Password: The password you set when you registered with Heart9.

3. After entering your e-mail address and password, click the “Login” button.
4. If it matches your registration information, you can login.

*If you have forgotten your email address, please contact Heart9 for assistance.

[Common causes]
You may not have entered your email address or password in half-width alphanumeric characters.
The membership may have expired. Please check the expiration date.

I forgot my password.

The password will be the one you set yourself when you registered Heart9.
For more information about logging in, please see “Changing your password/forgetting your password“.

What is "MY PAGE"?

It is located in the fan club members-only website, where you can view “procedures for checking and changing membership registration information” and “checking membership status” by yourself.

I can't watch a video.

The internet connection of your device may be experiencing degradation of service or suboptimal conditions, please try moving to a location with better reception.
If you continue being unable to to use the service, please try with another internet connection (for example, while connected to Wi-Fi).

About Member Benefits

I cannot receive mail magazines and other emails.

Since various service e-mails are sometimes sent out simultaneously, it is possible that your settings are set to reject e-mails from the fan club due to anti-spam measures.
If this is the case, please make sure to disable some of the functions such as designated reception and designated rejection of e-mails.
*We will not be able to resend e-mails that have not been received due to the customer’s own settings.

[Common causes]

  • If you are registering with a cell phone or smartphone address, please make sure to set up your phone so that you can receive messages from ” global.tomohisayamashita.com” using a domain-specified or email-specified receiver.If you are using a free email address such as Yahoo! Mail or Gmail, please check your “junk mail folder” as it may be categorized as junk mail.
  • There is a possibility that your registered e-mail address is incorrect. Please check your registered information.
  • The capacity of the incoming mail box may be full. Please organize your incoming mail folder and trash folder.

[E-mail delivery]

  • Contact us: info@global.tomohisayamashita.com
  • Membership Registration Procedures / Change of Registration Information: noreply@hubsynch.com
  • Mail Magagine: mag@global.tomohisayamashita.com
  • Order Completion Email / Payment Failure Email / Incomplete Payment Email: noreply@hubsynch.com

Membership Renewal Procedures

I would like to apply for subscription.

About three months before the expiration of your membership, we will send you an email with information on how to renew it.

*Please note that we will not be able to respond to your inquiry if you have not received the e-mail and could not complete the renewal procedure. If you do not complete the procedure within the specified period, your membership will be automatically cancelled and you will be asked to register again. In this case, you will be given a new membership number.

When will I receive my renewal benefits?

Renewal privileges are scheduled to be delivered within one week of the completion of the renewal process.
For more details about the distribution, please refer to the Heart9 official website.

*Please contact Heart9 Customer Center in case you are unable to browse the site even during the membership duration.

About Events and Tickets

What should I do if I don't have an "identification document" for fan club-only events?

For fan club-only events, etc., identification documents and Heart9 digital membership card may be required. As a general rule, only one of the following documents will be accepted as “identification documents”.

*This may vary depending on the event, so please check the website for details.
*If you do not have one, please contact Heart9 for more information.

  • Passport
If I become a member of the fan club, will I always be able to get tickets to events?

You may not be able to get tickets for events where we have a lottery. Also, a good seat is not guaranteed.

Is it prohibited to resell the tickets?

The amount of cases of resale for commercial purposes is increasing, and is therefore prohibited. Please abstain from applying with the purpose of resaling. If there is an increase in the cases of resale by members in the future, we will be forced to set restrictions on applications.

About Fan Letters

I would like to send a fan letter, how do I do that?

The official fan club Heart9 does not accept fan letters or gifts to Tomohisa Yamashita. Please understand beforehand.

Withdrawal Procedures

How do I cancel my Heart9 membership?

Premature cancellation of a Heart9 membership is not possible.
If you do not renew your membership within the specified period, your membership will be automatically cancelled.

Other

About exchange rates.

Please contact your credit card company for the date and exchange rate from Japanese yen to your local currency when using a credit card.

About the automatic translation function.

Please understand the following.
This service uses an external automatic translation system for some pages.
Please be aware that due to the automatic translation function, actual sentences, grammar, names of people, places, proper nouns, abbreviations, etc. may not be translated correctly.
In addition, Heart9 and the automatic translation system provider will not be held responsible for any direct or indirect damages resulting from the use of this service.

About Contacting Us

How can I contact Heart9?

Click here for inquiries to Heart9.

*Please note that we do not respond to inquiries about private matters.
*Please note that it may take some time for us to reply to your inquiry depending on the contents of your inquiry.
*Please contact us in English. If you contact us in a language other than English, we may not be able to reply to your inquiry.