Frequently Asked Questions
The message "A Child Account is required to use this service." is displayed, and I cannot log in.
Your account is a Child Account.
Upon the introduction of the Family Group feature, accounts with a birth date that indicates the user is a minor are now Child Accounts and will not be available until they have been added to a Family Group.
An account can only be added to a Family Group by the parent or guardian's account.
From Family Groups on the account screen, click "Add an existing account" and log in to the Child Account
to add them to your Family Group.
Please also check
here for details.
Important: How do I link an already existing BANDAI NAMCO ID with a social media account?
You can link your account by navigating to these pages: "
User Information Settings" → "Account Linkage Settings, e-mail address, etc. are located here." → "Account (Login Required)"
Press the "Link" button next to the account you would like to link and follow the instructions on the screen.
When the account has been successfully linked, the "Account" page will display "(Linked)" next to the social media account that you have linked.
The next time you log in, you will be able to log in using your linked social media account.
Please also check
here for details.
* Please note that Social Media Login may not work depending on the platform.
* A Bandai Namco ID may be linked to a single LINE, Facebook, or Twitter account each.
How do I update my registered information (e-mail address, password, nickname, link a social media account, etc.)?
If you wish to update your e-mail address, password, social media, nickname, or any other information associated with your Bandai Namco ID, please do so
here.
Please be advised that once you have registered your birth date and country/region, they can no longer be updated.
Nicknames and other information pertaining to a particular service can only be changed on the service's website.
With the exception of password changes and social media integration, only a parent or guardian can change the information in a Child Account.
For more information, check Family Group > Can I change the information registered in a Child Account?
I have forgotten the e-mail address I used to sign up and cannot log in.
Since your e-mail address is treated as personal information, we are unable to provide it to you. Please confirm the e-mail addresses you are currently using.
*The e-mail address you use to register is important information that may be required for a variety of services, so please manage it carefully.
I have forgotten my password and cannot log in.
I would like to change my e-mail newsletter preferences.
Please go
here (login required) to change your e-mail newsletter preferences for the services you are currently using.
What are the system requirements for registering a BANDAI NAMCO ID?
Please refer to the BANDAI NAMCO ID System Requirements located
here.
Is there a fee for signing up for a BANDAI NAMCO ID?
There is no fee for signing up for an ID.
* Data charges may apply when using a mobile network.
There is no registration fee or annual fee, but you will be charged when purchasing products offered by some services as well as when purchasing Banacoins.
Can a minor sign up for a BANDAI NAMCO ID?
You may register for a general account if you are not considered a minor (above the specific age set by the laws of your country, and at least 13 years old).
Please read the Terms of Use with a parent or guardian.
Children who do not fall into the above categories can still use a BANDAI NAMCO ID within a Family Group.
Please refer
here for details.
Everyone in our family uses the same computer. Can we still each get our own BANDAI NAMCO ID?
Yes, every person is allowed one BANDAI NAMCO ID each.
* Please be advised that it is prohibited to share your BANDAI NAMCO ID with another person, or for a single person to use multiple BANDAI NAMCO IDs.
What are the system requirements for registering a BANDAI NAMCO ID?
Please refer to the BANDAI NAMCO ID System Requirements located
here.
What kinds of services can I use with my BANDAI NAMCO ID?
With your BANDAI NAMCO ID, you can use a variety of services such as smartphone and computer games, informational websites, and Internet related services.
Please refer to
here for a list of BANDAI NAMCO ID services.
On what operating systems do BANDAI NAMCO ID services run?
Operating systems vary by service. Please refer to the website for each service for more information.
Can I integrate information from multiple BANDAI NAMCO IDs?
You cannot integrate information from multiple BANDAI NAMCO IDs.
* Please be advised that it is prohibited to share your BANDAI NAMCO ID with another person, or for a single person to use multiple BANDAI NAMCO IDs.
Does the e-mail address entered for registration have to be one that is currently in use?
A confirmation code will be sent to the registered e-mail address, so please register one that is currently in use.
If your e-mail address changes for any reason, please update your profile information
here.
If an e-mail address is incorrect or invalid, we may be unable to provide appropriate support.
I received the error message: "The e-mail address you entered is already in use." and could not sign up.
This means that a BANDAI NAMCO ID with that e-mail address has already been registered. Instead of signing up for a new BANDAI NAMCO ID, try logging in.
If you have forgotten your password, you can reset it by clicking
here.
I did not receive the confirmation code upon registering my e-mail address.
If you did not receive the confirmation code upon registering your e-mail address, please check that one of the following may not be the cause of the issue.
1. Depending on your network connection, it might take some time for the e-mail to arrive. Please wait a short while and then check your e-mail again.
2. Please check that the e-mail has not been redirected to your spam folder.
3. Please check your e-mail provider allows e-mails from "id.banapassport.net".
4. Please confirm that the registered e-mail address was entered correctly.
I did not receive the registration complete e-mail after sending a blank e-mail.
If you did not receive the registration confirmation e-mail, please check that one of the following may not be the cause of the issue.
1. Depending on your network connection, it might take some time for the e-mail to arrive. Please wait a short while and then check your e-mail again.
2. Please check that the e-mail has not been redirected to your spam folder.
3. Please check your e-mail provider allows e-mails from "id.banapassport.net".
4. Please confirm that the registered e-mail address has been entered correctly.
I could not reach the registration screen from the URL provided in the registration confirmation e-mail.
The URL in the registration e-mail is valid for only 24 hours after the e-mail is sent.
If more than 24 hours have elapsed after you receive the confirmation e-mail, the URL and any incompletely registered content will become invalidated. If this occurs, please restart the BANDAI NAMCO ID registration process.
* You can still use previously entered information, as well as the same e-mail address when registering again.
I am unable to click on the URL provided in the registration confirmation e-mail.
You may be unable to click on the URL provided in the registration e-mail depending on the software used to access the e-mail.
Please copy and paste the URL into the address bar of your browser to access the registration screen.
An input error occurred while I was registering my information. What should I do?
If you were unable to successfully enter your membership information during the registration process, please make sure you have followed the following steps.
1. Create a password at least 8 characters, using a combination of at least two of the following: letters, numerals, or symbols (excluding spaces and / \ " ').
Example: abc_1234
* This only applies when registering with an e-mail and password.
2. Enter the same password for both "Password (required)" and "Password (confirm)".
* Passwords that are simply repetitions of the same few characters cannot be used for security reasons.
Example: 12a12a12a
* This only applies when registering with an e-mail and password.
3. Use single-byte characters for "Date of birth".
Example: 2011 (year) 01 (month) 01 (day)
4. Make sure information has been entered for all required fields.
Am I required to use my address and full name when signing up?
Some services do not require you to register your address and full name.
However, in the event you are required to register your address and full name, you may do so at any time.
A Child Account cannot register or change an address.
Please ask your parent or guardian to do it for you.
The address can be registered or changed from the Parent Account's settings screen as follows.
- Click the settings button for the desired Child Account.
- Add or change the address on the settings screen.
I have deleted my social media account and cannot log in anymore.
If you have deleted a social media account linked to a BANDAI NAMCO ID without first registering an e-mail address and a password, there is no longer any way to log in.
Please keep in mind that there is no way to recover the account.
Please register an e-mail address and password beforehand if you intend to delete a social media account.
You can register an e-mail address and password
here.
I have forgotten the password for my social media account and cannot log in.
We are unable to help you recover the password to your social media account.
Please contact the original service provider of the social media account you have linked.
I have forgotten the e-mail address I used to sign up and cannot log in.
Since your e-mail address is treated as personal information, we are unable to provide it to you. Please confirm the e-mail addresses you are currently using.
*The e-mail address you use to register is important information that may be required for a variety of services, so please manage it carefully.
I have forgotten my password and cannot log in.
I am no longer able to access the e-mail address I used to register. Can I still log in?
You can still log in.
However, we may be unable to provide support if you are unable to access your e-mail.
If you have changed your e-mail address for whatever reason, please update your account information
here.
I received the error message: "Your e-mail address or password is either wrong or unregistered." and cannot log in.
The e-mail address you have entered may be incorrect or unregistered, or you may have entered the wrong password.
Please confirm your login details and try again.
If you have forgotten your password, please reset it
here.
I received the error message: "Login to your account is restricted because the wrong password was entered too many times." and could not log in.
In order to prevent unauthorized access, login to your account will be restricted if the wrong password is entered too many times.
The restriction will be lifted if you reset your password
here.
Am I required enter my ID and password every time I log in?
If you check the box next to "Remember my info" on the login screen, your e-mail address will be automatically entered the next time you go to the log in screen.
You must enter your password every time you log in.
* If you have checked the box next to "Remember my info" and your e-mail address does not appear automatically in the future, please check the following settings.
1. Please check that cookies are enabled in your browser.
2. Please ensure that cookies are not blocked in your browser settings.
3. If you are using an iPhone with iOS 7 or higher, please disable "Private Browsing".
4. Please try clearing your browser cache (deleting temporary files).
How does the "Keep me logged in" feature work?
If you decide to use the "Keep me logged in" feature on your device, you will encounter fewer login prompts.
For security purposes, please only enable this feature on private devices.
The message "A Child Account is required to use this service." is displayed, and I cannot log in.
Your account is a Child Account.
Upon the introduction of the Family Group feature, accounts with a birth date that indicates the user is a minor are now Child Accounts and will not be available until they have been added to a Family Group.
An account can only be added to a Family Group by the parent or guardian's account.
From Family Groups on the account screen, click "Add an existing account" and log in to the Child Account
to add them to your Family Group.
What is a Family Group?
When a child creates a new Bandai Namco ID or uses a service, this feature asks the child's parent or guardian to give permission and enter any necessary information.
Please also check
here for details.
How is a Child Account different from a regular account?
A Child Account is a Bandai Namco ID account that is safe for children to use.
It differs from a regular account in the following ways:
- An e-mail address is not required. Instead, a Child Account ID is used.
No e-mail address is required. Instead, a Child Account ID will be set as the Bandai Namco ID login.
However, setting an e-mail address will make that e-mail address the Child Account ID.
* After registering for a Child Account, you can also use social media to log in.
- A Child Account must be linked to a parent or guardian's account.
You can only log in to a Child Account if it is linked to a parent or guardian's account.
* The parent or guardian's account is a normal account used to manage Child Accounts.
- Consent from a parent or guardian is required to use the services.
When a Child Account attempts to use a new service, an approval request e-mail is sent to the parent or
guardian's account.
Once the parent or guardian authorizes the service's use and provides additional information such as an address, the Child Account can begin using the service.
* The additional information required by each service varies.
- Billing/Payment Restrictions
Credit cards cannot be used to purchase Bandai Namco Coins.
- The settings are limited to the following.
- Password
- Social media integration
- Account deletion
* The parent or guardian will be notified via e-mail when a Child Account's password has been changed.
* It is possible to cancel each service using the Child Account alone.
Please check
here for more details.
How do you create a Child Account?
A Child Account can be created from the parent or guardian's account screen.
To create a Child Account, a parent or guardian must do the following:
1. Obtain a Bandai Namco ID.
2. Register an e-mail address.
3. Verify their age.
* The parent or guardian must be of legal age. Age will only be verified the first time. Verification methods differ depending on the country of residence. (For example, credit card verification, face verification, and personal ID verification are available in Japan.)
Child Accounts can be created from the Family Group on the Bandai Namco ID account screen.
On the Child Account creation screen, enter the country/territory of residence, Child Account ID, and password to create a Child Account.
The Child Account ID can be any combination of alphanumeric characters not already in use.
Please give your child the information for the Child Account you create.
Please also check
here for details.
Can a Child Account become a regular account?
If all of the following conditions are met, the Child Account can leave the Family Group and become a regular account.
- Account holder is no longer a minor (above the specific age set by the laws of your country, and at least 13 years old).
- Account holder has an e-mail address.
The parent or guardian must use their account to remove a Child Account from the Family Group.
From the Family Group on the parent or guardian's account, go to the account screen of the corresponding Child Account and select "Remove" from the family settings.
* A minor can also be removed from a Family Group, but they will not be able to use any services unless they are linked to a parent or guardian.
Can I change the information registered in a Child Account?
With the exception of password changes and social media integration, only a parent or guardian can change the information in a Child Account.
Log in with a parent or guardian's account and select from the Family Group the account of the child whose registration information you wish to change.
You can change the registration information from different menus.
However, the following information cannot be changed once registered.
- Birth date
- Country/Region
Can Child Accounts log in with social media (Facebook, Twitter, Apple ID, LINE)?
Yes, Child Accounts may log in with social media.
What if I want to leave a Family Group?
The parent or guardian must use their account to remove a Child Account from the Family Group.
Please make sure you register an e-mail address to the Child Account in advance.
From the Family Group on the parent or guardian's account, go to the account screen of the corresponding Child Account and select "Remove" from the family settings.
* A minor can also be removed from a Family Group, but they will not be able to log in unless they are linked to a parent or guardian.
How many Child Accounts can be added to a Family Group?
A maximum of eight Child Accounts can be added to one Family Group.
When will the parent or guardian's account receive notifications?
A parent or guardian will receive an e-mail in the following situations:
- When the child requests to use a service.
- When a service requires the following additional information:
- E-mail address
- Password
- Date of birth
- Address
- Newsletter subscription
- When the child changes their own password.
- When a child has failed to successfully log in to their Child Account a certain number of times (only if the Child Account does not have a set e-mail address).
I want to check which services a Child Account is using.
Log in with the parent or guardian's account, then go to Family Groups and select the account of the child whose registration information you want to check.
From Permitted Services, you can check which services you have allowed your child to use.
You can also change your child's service permissions here.
Please note that your child will not be able to use a service if you uncheck any of the required fields.
* The Bandai Namco ID login will be restricted, but the information managed by the service will remain.
I want to check the members of my Family Group.
You can log in with a parent or guardian's account to see the members in a Family Group.
The message "A Child Account is required to use this service." is displayed, and I cannot log in.
Your account is a Child Account.
Upon the introduction of the Family Group feature, accounts with a birth date that indicates the user is a minor are now Child Accounts and will not be available until they have been added to a Family Group.
An account can only be added to a Family Group by the parent or guardian's account.
From Family Groups on the account screen, click "Add an existing account" and log in to the Child Account
to add them to your Family Group.
Please also check
here for details.
Will my account automatically become a regular account when I become an adult?
Your account will not automatically convert to a regular account when you become an adult. Your parent or guardian will have to remove you from the Family Group.
For more information, check Family Group > What if I want to leave a Family Group?
Can I place a time limit on my child's account?
Family Group does not contain a feature to manage your child's screen time.
Check
here for more information on the Family Group feature.
Will I be charged if I use a credit card to verify my age?
Credit card verification is a method of verifying your age by completing a small transaction using a credit card.
You ultimately will not be charged to verify your age.
The credit card or debit card transaction for age verification may vary depending on where you live.
- If you reside outside of the United States, a small amount will be authorized and then later canceled. Your card will not be charged.
- If you reside within the United States, your card will be charged $0.50 (USD). This amount will be refunded within 8-13 business days.
Please check
here for more details.
What is a Single Use Password?
A Single Use Password is a temporary password valid for only one login.
The Single Use Password is sent to your registered e-mail address and is only valid for a limited time before it expires after a single use.
In addition to the e-mail address and password login system, the Single Use Password feature is implemented in order to provide greater security for users.
* Usage of a Single Use Password requires the registration of an e-mail address.
Settings for the Single Use Password can be found
here.
* Single Use Passwords can only be used with e-mail address login, not with social media account login.
I did not receive my Single Use Password
If you did not receive your Single Use Password, please check that one of the following may not be the cause of the issue.
1. Depending on your network connection, it might take some time for the Single Use Password to arrive.
Please wait a short time and then check your e-mail again.
2. Please check that the e-mail has not been redirected to your spam folder.
3. Please check your e-mail provider allows e-mails from
"id.banapassport.net".
4. Please confirm that the registered e-mail address has been entered correctly.
What is a Customer ID?
A Customer ID is a unique identifier given to each BANDAI NAMCO ID.
You will need this information if you lose your BANDAI NAMCO ID.
Take a screenshot or record this ID somewhere that you will remember it.
Your Customer ID is used as proof of your identity. Please do not share it with anyone.
Where can I check my Customer ID?
I received the error code "E9999" and cannot access a service.
If you encounter an "E9999" error, please clear your browser cache and delete your cookies before trying to access the service again.
If you are still unable to access the service, please submit an inquiry through the
Inquiry Form and enter the following information.
Required Information
1. Date and time the error occurred.
2. Device name and model number used.
3. Operating system and version number used.
4. Browser and version number used.
5. Internet connection details.
6. Details about the steps you had taken before the error had occurred.
Updating Registered Information (e-mail address, password, SNS linkage, nickname, etc.)
How do I update my registered information (e-mail address, password, nickname, link a social media account, etc.)?
If you wish to update your e-mail address, password, social media, nickname, or any other information associated with your Bandai Namco ID, please do so
here.
Please be advised that once you have registered your birth date and country/region, they can no longer be updated.
For a nickname pertaining to a particular service, please refer to the service's website for more information on updating your nickname.
I did not receive the confirmation code upon registering my e-mail address.
If you did not receive the confirmation code upon registering your e-mail address, please check that one of the following is not the cause of the issue.
1. Depending on your network connection, it might take some time for the e-mail to arrive. Please wait a short while and then check your e-mail again.
2. Please check that the e-mail has not been redirected to your spam folder.
3. Please check your e-mail provider allows e-mails from "id.banapassport.net".
4. Please confirm that the registered e-mail address has been entered correctly.
Do any services charge a fee?
There may be fees for certain products or services.
Please refer to the website for each service for details.
I received the error message, "This card has not been authenticated." when paying by credit card and couldn't complete the payment.
Please use a credit card that has been registered with 3-D Secure (personal authentication service).
Please contact your credit card company to learn how to register 3-D Secure.
Please tell me more about Bana Passport Cards.
Can I use Banacoins from any of the Bana Passport Cards linked to my BANDAI NAMCO ID?
Since Banacoins are purchased through your BANDAI NAMCO ID, you can use Banacoins from all of the Bana Passport Cards linked to your BANDAI NAMCO ID (up to 3 cards).
I have not received any e-mail newsletters.
Registration of an e-mail address is required in order to receive e-mail newsletters.
The period during which e-mail newsletters are distributed may vary depending on the services you are currently using.
If you are not receiving e-mail newsletters during the correct distribution period, please check that one of the following is not the cause of the issue.
1. Depending on your network connection, it might take some time for the e-mail to arrive. Please wait a short while and then check your e-mail again.
2. Please check that the e-mail has not been redirected to your spam folder.
3. Please check your e-mail provider allows e-mails from "id.banapassport.net".
4. Please confirm that the registered e-mail address has been entered correctly.
I would like to change my e-mail newsletter preferences.
Please go
here (login required) to change your e-mail newsletter preferences for the services you are currently using.
What are Communities?
Communities are where fellow BANDAI NAMCO ID users can interact with each other.
You can receive news about the services you are using or read posts made by participating users on the Community's various Topics pages.
How do I join a Community?
You can join a Community by clicking "Join Community" on the Community page you wish to join.
How do I leave a Community?
You can leave a Community you have joined by clicking "Leave Community" on the Community page you wish to leave.
What are Topics?
Every Community has a Topics page containing message boards assigned to particular topics.
Only users who have joined a Community may post in a Community page's Topics.
How do I post in a Topic?
Enter your post into the input field at the top of a Topic page and press the "Post" button to submit it.
*Please be aware that it may take a short while for your post to be displayed on the Topic page.
*You can also attach images to a post.
*Some Communities may have Topics where only moderators can post.
How do I attach an image to a post in a Topic?
Click on the camera icon located under the input field and choose the image you would like to post from your computer or mobile phone in order to attach it.
* Only JPG and PNG files up to 4.88MB in size can be posted.
* You cannot attach an image to a post you have already submitted.
* Some Communities may contain Topics where images cannot be posted.
* On devices where the camera icon is not displayed, images can be uploaded by e-mail on the page that displays once your post has been completed.
How do I delete a post I made in a Topic?
Choose the "Delete" option next to a post you have made and follow the instructions in order to delete it.
You can only delete your own posts.
How do I create a Topic?
Some official Communities allow the creation of Topics through apps associated with their respective services, but Topics cannot be created through the BANDAI NAMCO ID Portal Site.
Are there measures put in place to handle trolls and abusive conduct?
Measures such as user restrictions may be enforced at any time if evidence of malicious conduct is discovered in the contents of a Community post.
If you discover malicious content, you can report it by clicking on the button located at the upper-right of the offending post.
Please understand that we are unable to respond to individual inquiries about the status of measures taken.
What is a profile icon?
Your profile icon represents you as a BANDAI NAMCO ID user.
It appears in areas such as next to your nickname on your Topic posts.
You can choose a profile icon from a list of provided Fun Icons or create your own using Items.
How do I change my profile icon?
Click "View my profile" on the menu located on the left of the Communities Page in order to open your profile page. Then, click on "Change my icon".
If you wish to create your own icon, please click on "Icon Creation". If you wish to use a Fun Icon, please click on "Choose a Fun Icon".
How do I create my own profile icon?
Click on your own profile icon on the menu located to the left of the Communities Page in order to pull up the icon creation window.
Choose the icon you wish to edit from "View Icons".
You can save up to 10 icons that you have created or edited.
Click on "Item List & Shop" in order to choose an item to place on your icon.
An item that has been placed will flicker when selected. You can then change its position, size, orientation, and color.
You can also delete any unwanted items.
Click "Set Icon" when you are done editing in order to set your profile icon.
*This feature is available on computers and smartphones.
*You may not be able to change the color of some items.
*Only a total of 8 items may be placed in a profile icon, only two of which may be letters of the alphabet.
* Enlarged items may sometimes appear blurry within the icon creation window. When editing is complete, the profile icon should not appear blurry anymore.
How do I get more items to use for creating my profile icon?
More items can be downloaded from the "Item Shop" located within "Item List & Shop".
How can I use the service in full-screen mode?
You will need to log in using Twitter, Facebook, or with an Apple ID to use full-screen mode.
Link your account for the above services
here.
Try logging in again from the app if you have already set a login method (LINE excluded).
How do I delete my BANDAI NAMCO ID?
If you wish to delete your Bandai Namco ID, please follow the steps outlined
here (login required).
* Parents and guardians managing a Family Group cannot delete their account while a Child Account is linked.
Before deleting your account, it may be required to cancel services associated with your Bandai Namco ID.
Moreover, please be advised that all information linked to game data, services you are currently using, and Bandai Namco Coins in your possession will be deleted.
* For information about services or the status of saved game data, please refer to the Inquiry Portals for each service.
How do I prevent unauthorized access to my account?
Please refer to
here for steps on how to use your account safely and securely.
Where do I go to submit an inquiry?
Use the Inquiry Form
here to submit an inquiry.
* Some inquiries may take some time to answer, depending on their content.
* Business days: Monday through Sunday (24 hours a day, 365 days a year).
If more than three business days have passed since submitting your inquiry and you still have not received a response, it is possible that your inquiry did not reach Customer Support or that the response from Customer Support did not reach your e-mail inbox.
Note that we are unable to respond to inquiries about game strategies and features.
*We may not be able to answer all of your inquiries due to limited operational resources.
Where do I go to submit an inquiry about the content of a specific service (game, app, or site)?
Inquiries about the content of a specific service (game, app, or site) should be made to that service directly.
Please refer to
here (login required) for a list of services you are currently using.
