Can’t log in or reach the main page

* If you can’t log in, your login ID or password may be incorrect. Please note that both are case-sensitive. If you’ve forgotten your login ID or password, you can check them here (Forgot your login ID and/or password?)

* If the login screen reappears with your input cleared after pressing the Login button, or if pressing “ENTER” on the top page (https://xcity.jp/) does not take you to the main page, your browser may be blocking cookies.
Please check your browser’s privacy or cookie settings and allow cookies for xcity.jp.

Forgot my Login ID / Password

Please see here and follow the instructions.

I don’t receive email from XCITY though I registered.

If you don’t receive email from us after registration, please check the junk mail box first. Sometimes our email is sent there, especially if you’re a Hotmail or Yahoo! Mail user. Additionally, please check if your mail box is not full. When your mail box is not full and you don’t find our mail in the junk mail box, your email address might be registered incorrectly. In this case, we appreciate it if you make a registration again.

What happens if my credit card is deactivated?

If your card charge does not go through to the credit card company, we will automatically change your membership to “free membership”.
There are some reason these happened:
-- Your card has expired
-- Credit Limit Exceeded
-- Your card was lost or damaged and reissued with a new number

If you wish to re-activate paid membership, the card information must be entered again.

I still charged membership after membership withdrawal.

We charge your membership fee on the last day of the previous month from ID expiration date. Please check your credit card company statements.

Can’t play streaming videos on iOS (iPhone, iPad)

If you see the error message “Something went wrong during native playback,” please open “Settings” > “Safari” on your device,
and turn off “Prevent Cross-Site Tracking” and “Block All Cookies.”

If the problem continues after changing these settings, restart your device and try again.

Full-screen playback on iOS (iPhone and iPad)

Tap the full-screen icon in the video player controls to go full screen.

On iPhone, full-screen playback uses your device’s standard video player instead of our on-screen controls — this is expected behavior. On iPad, you can use our on-screen controls in full screen.

Can I use from my Smartphone (iPhone, Android)?

You can use same ID and Password for Smartphone version too to use our services.