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Help

About XG OFFICIAL FANCLUB ”ALPHAZ”

  1. You can enjoy using XG HOUSE, a platform where fans can communicate together. You can also view content not available elsewhere.
  2. We are also planning to add new content and services in the future.
  1. - You can only enjoy such content through this app.
  2. - XG OFFICIAL FANCLUB “ALPHAZ” is a paid service with a monthly fee of 550 JPY (tax included).
  1. You can only view content through this app. Please download the "XG OFFICIAL FANCLUB "ALPHAZ" app” from the App Store and Google Play Store, log in with the + ID that has already joined the XG OFFICIAL FANCLUB "ALPHAZ", and enjoy the content.
  1. - You cannot view this content from our website.
  2. - You can also join from the app.

Regarding enrollment and payment

  1. You can join from the XG OFFICIAL FANCLUB "ALPHAZ" website or app.
  1. A + ID is required for admission. If you do not have one, please create a +ID and log in to proceed with the procedure.
  2. Click here to create + ID
  1. + ID is a common member ID service that can be used for various services. Please see here for the detail.
  1. It will be 550 JPY (tax included) per month.
  1. - If you do not withdraw within the expiration date, it will be automatically extended for one month and you will be charged.
  2. - Excluding communication charges.
  3. - In addition to the usage fee, content that requires separate billing may be added.
  1. For monthly membership fees, you can use credit card payment, carrier payment, and in-app billing.
  1. ■ Credit card payment
  2. Visa / Mastercard / JCB / American Express / Diners Club
  3. - Certain cards issued overseas, debit cards, and prepaid cards cannot be used. Please note.
  4. - If you want to change the registered credit card, please delete the credit card information from the member/payment information page.
  1. ■ Carrier billing
  2. d payment / au simple payment / Softbank collective payment
  1. ■ In-app billing
  2. Apple ID payment / Google Play payment
  1. - For payment methods that can be used with Apple ID payment, please check here.
  2. - For payment methods that can be used with Google Play Payment, please check here.
  1. ■ When using credit card payment
  2. Payment will be made on the day of enrollment for the first month. From the second month onwards, payment will occur on the first day within the expiration date.
  3. - If you do not withdraw within the expiration date, it will be automatically extended for one month and you will be charged.
  1. (example)
  2. In the case of 8/15 enrollment: 8/15 for the first time, 10/1 for the second time
  3. If you join on 9/2: First time 9/2, second time 11/1
  1. ■ When using carrier payment (d payment, Softbank collective payment, au simple payment)
  2. Payment will be made on the day of enrollment for the first month. From the second month onwards, payment will occur at the end of each month, regardless of the date of enrollment.
  1. (example)
  2. If you join on 8/15: First time 8/15, second time 9/31
  3. If you join on 8/31: First time 8/31, second time 9/31
  1. ■ When using in-app billing (Apple ID payment)
  2. Payment will be made on the day of enrollment for the first month. After the second month, payment will occur on the subscription renewal date based on the App Store regulations.
  3. Please see below for how to check the update date.
  4. 1. Open the Settings app.
  5. 2. Tap your username, then tap Subscriptions.
  6. 3. Tap the name of the subscription you want to check.
  7. 4. Renewal date is stated in the optional part.
  1. ■ When using in-app billing (Google Play payment)
  2. Payment will be made on the day of enrollment for the first month. From the second month onwards, payment will occur on the renewal date of the subscription based on the rules of the Google Play Store.
  3. For details on how to check the renewal date, please refer to here "Change Subscription > Confirmation of Subscription and Renewal Date".
  1. Currently, it is not possible to change the payment method.
  1. - For information on changing the payment method registered on the Apple ID payment side, please check here.
  2. - For information on changing the payment method registered on the Google Play payment side, please check "Change Subscription" here.
  1. By changing your payment information within 14 days from the original payment date, you can continue your contract without changing your membership period.
  2. If more than 15 days have passed since the original scheduled payment date, the membership will be automatically withdrawn. Please note that even if you join again, your membership number and duration will not be carried over.
  1. ■ When using credit card payment or carrier payment
  2. Please change the payment information from the member/payment information on the XG OFFICIAL FANCLUB "ALPHAZ" website.
  1. ■ When using in-app billing (Apple ID payment)
  2. Please check the payment method from the App Store. For confirmation of payment method, please refer to here.
  1. ■ When using in-app billing (Google Play payment)
  2. Please check the payment method from the Google Play store. For confirmation of payment method, please refer to here.

Regarding member information and expiration date

  1. One month from the date of enrollment (from the date of enrollment to the day before the date of enrollment in the following month).
  2. You can check it from the MEMBER ID screen in the app and the member/payment information page on the website.
  3. - If the enrollment date is the 1st, the expiration date will be the last day of the same month.
  4. - Only if you use carrier billing and the enrollment date is the 31st, due to the settlement date, the expiration date will be the day before the end of the following month.
  5. - If you do not withdraw within the expiration date, it will be automatically extended for one month and you will be charged.
  1. (example)
  2. In the case of joining on 8/15: From 8/15 to 9/14 in the first month (from 9/15 to 10/14 in the second month)
  3. For 8/31 enrollment (credit card payment): From 8/31 to 9/30 in the first month (from 10/1 to 10/30 in the second month)
  4. 8/31 Enrollment (using carrier payment): From 8/31 to 9/29 in the first month (from 9/30 to 10/30 in the second month)
  1. - Only when using in-app billing, the expiration date will be based on the payment information and will differ from the above. Please note.
  1. By downloading the app on a new device and logging in with the same + ID, you can use the same member information.
  1. - If you change mobile carriers while using carrier payment, please be sure to change the payment method.

About withdrawal

  1. ■ When using credit card payment or carrier payment (d payment, Softbank collective payment, au simple payment)
  2. On the XG OFFICIAL FANCLUB "ALPHAZ" website, please follow the procedure from the "Withdrawal" button on the member/payment information page.
  1. ■ When using in-app billing (Apple ID payment)
  2. Please cancel your subscription from the App Store. For information on how to cancel your subscription, please click here.
  1. ■ When using in-app billing (Google Play payment)
  2. Please cancel your subscription from the Google Play store. For information on canceling subscriptions, please click here.
  1. *Procedures are required to withdraw from the XG OFFICIAL FANCLUB "ALPHAZ" and to delete the +ID.

About the App

  1. You must have a + ID to log into the app.
  2. If you do not have a + ID, create one using the app or XG OFFICIAL FANCLUB “ALPHAZ” website.
  1. - If you have forgotten your +ID password, please reset it from "Forgot your password?" on the +ID login screen.
  1. To change the language, go to MENU, SETTINGS and then Language. Select either English, Japanese, Korean, Simplified Chinese or Traditional Chinese as the language.
  1. If it's not a server error, there may be a payment error.
  1. ■ When using credit card payment or carrier payment
  2. Please check the member/payment information on the XG OFFICIAL FANCLUB "ALPHAZ" website.
  1. ■ When using in-app billing (Apple ID payment)
  2. Please check the payment method from the App Store. For confirmation of payment method, please refer to here.
  1. ■ When using in-app billing (Google Play payment)
  2. Please check the payment method from the Google Play store. For confirmation of payment method, please refer to here.
  1. After confirming that the Apple ID used at the time of purchase is set on the device and that you are logged in with the +ID that you signed up for, please restore the purchase information from the restore purchase information button on the setting screen.
  1. *Purchase information cannot be restored if you are logged in with a different account from the +ID you signed up with, or if you are not using in-app billing (Apple ID payment).
  1. We have confirmed that the app operates properly using the following environments.
  1. iOS
  2. OS: iOS 14.0 or later
  3. App version: Latest version offered on the App Store
  1. Android
  2. OS: Android 7.0 or later
  3. App version: Latest version offered on Google Play
  4. - Use Chrome version 69 or later. In-app images may not appear if you use an earlier version.
  1. - The app may fail to operate properly if you use an environment that is not recommended. Please keep this in mind.

XG HOUSE

  1. XG HOUSE provides a chatroom function allowing fans to communicate together in real time. We are also planning for artists and management staff to join in on occasion.
  2. We'll prepare a variety of fun ideas and activities for fans to enjoy. Make sure you don’t miss it!
  1. Membership to XG OFFICIAL FANCLUB "ALPHAZ" is required to write.
  1. * A +ID is required to join the XG OFFICIAL FANCLUB "ALPHAZ". (Click here to create + ID)
  1. To check the chatrooms, go to XG HOUSE on the HOME screen, or else MENU and then XG HOUSE.
  1. To change your profile, go to MENU, SETTINGS, PROFILE and then EDIT PROFILE.
  1. Add accounts by going to MENU, SETTINGS, PROFILE and then EDIT PROFILE. Then select one of the following methods.
  1. ■ Twitter
  2. - If not linked:
    1. ① From the EDIT PROFILE screen, go to Social Media and then Twitter, press the “Add to profile” button and link to Twitter.
    2. ② To set this account to ON, from the EDIT PROFILE screen, go to Social Media and press the ON/OFF button for Twitter.
    3. - If set to OFF, this account will not appear on the Profile screen.
  3. - If already linked:
    1. To set this account to ON, from the EDIT PROFILE screen, go to Social Media and press the ON/OFF button for Twitter.
    2. - If set to OFF, this account will not appear on the Profile screen.
  1. ■ Facebook
  2. - If not linked:
    1. ① From the EDIT PROFILE screen, go to Social Media and then Facebook, press the “Add to profile” button and link to Facebook.
    2. ② To set this account to ON, from the EDIT PROFILE screen, go to Social Media and press the ON/OFF button for Facebook.
    3. - If set to OFF, this account will not appear on the Profile screen.
  3. - If already linked:
    1. To set this account to ON, from the EDIT PROFILE screen, go to Social Media and press the ON/OFF button for Facebook.
    2. - If set to OFF, this account will not appear on the Profile screen.
  1. ■ Instagram
    1. ① Press "Add to Profile" in the SNS/Instagram section of the "EDIT PROFILE" screen.
    2. ② Enter and save your Instagram account username
    3. - You do not need to enter "@" in your username.
    4. ③ Press the ON/OFF button in the SNS/Instagram part of the "EDIT PROFILE" screen to turn it on.
    5. - If it is OFF, it will not be displayed on the profile screen.
  1. ■TikTok
    1. ① Press "Add to Profile" in the SNS/TikTok section of the "EDIT PROFILE" screen
    2. ② Enter and save your TikTok account username
    3. - You do not need to enter "@" in your user name.
    4. ③ Press the ON/OFF button in the SNS/TikTok section on the EDIT PROFILE screen to turn it on.
    5. - If it is OFF, it will not be displayed on the profile screen.
  1. Add accounts by going to MENU, SETTINGS, PROFILE and then EDIT PROFILE. Then select one of the following methods.
  1. ■ Twitter
  2. On the "EDIT PROFILE" screen, press the user name in the SNS/Twitter section to change and save the user name of another Twitter account.
    1. ■ Facebook
    2. On the "EDIT PROFILE" screen, press the profile URL in the SNS/Facebook section, and change/save it to another Facebook account's profile URL.
    1. ■ Instagram
    2. On the "EDIT PROFILE" screen, press the user name in the SNS/Instagram section, and change/save the user name to another Instagram account.
    1. ■ TikTok
    2. On the "EDIT PROFILE" screen, press the user name in the SNS/TikTok part, change it to another TikTok account user name, and save it.
  1. Add accounts by going to MENU, SETTINGS, PROFILE and then EDIT PROFILE. To set that account to OFF, from the EDIT PROFILE screen, go to Social Media and press the ON/OFF button for the social account you do not want to display.
  1. If you press down for a short while on a post that you wrote, the “Delete” button will appear. Press that button to delete the post. Please note that you cannot restore a deleted post.
  1. If a post contains inappropriate words or language that is not allowed, an error will occur and it cannot be submitted. Please edit its contents and resubmit the post.
  1. If it is confirmed that a post contains inappropriate statements or remarks that are not allowed, it may be deleted based upon the judgment of a moderator.
  1. If you press down for a short while on a specific post, the “Report” button will appear. Press that button to report the post. A moderator will check the contents of the post you reported and take the appropriate measures.

PASCH Points

  1. Using the XG OFFICIAL FANCLUB “ALPHAZ” app, you can earn, accumulate and use PASCH points, which are points obtained for supporting artists.
  2. You can acquire PASCH points through actions that support artists, such as by conducting special actions on social media and launching the XG OFFICIAL FANCLUB “ALPHAZ” app (login bonus). Based on the total PASCH points you have earned through the methods described in the XG OFFICIAL FANCLUB “ALPHAZ” app, you can upgrade your member status.
  1. We also plan to unveil a wide range of services that use points.
  1. 1. Twitter
  2. You can earn points by sending a tweet or retweet with a designated hashtag, or by following a specific account. To receive points, you must link your Twitter account.
  4. ■ Actions that earn points
    1. - Add #XG, #MASCARA to a tweet
    2. - Like a tweet from XG’s official account (@XGOfficial_)
    3. - Retweet a tweet from XG’s official account (@XGOfficial_)
    4. - Quote tweet a tweet from XG’s official account (@XGOfficial_) and add #XG, #MASCARA or @XGOfficial_
    5. - Add @XGOfficial_ to a tweet
    6. - Follow XG’s official account (@XGOfficial_) (one time only)
  1. - You can earn one point from each action.
  2. - You can earn a point from following XG’s official account one time only.
  3. - Target hashtags are subject to change.
  1. 2. Login Bonus
  2. You can earn points automatically by launching (logging into) the XG OFFICIAL FANCLUB “ALPHAZ” app.
  1. - The login bonus is only valid once per day.
  2. - You can earn one point each time.
  1. ■ Twitter
  2. You can earn a maximum of five points a day.
  3. Points are not awarded beyond that limit.
  1. ■ Login Bonus
  2. You can earn a maximum of one point a day.
  3. The login bonus is only valid once per day.
  1. ■ Twitter
  2. After you carry out a designated action, we will award points in approximately one or two days.
  1. ■ Login Bonus
  2. After you carry out the corresponding action, we will award points in a period spanning approximately a few hours to one day.
  1. The applicable points may be rescinded if it is determined that one of the following actions has taken place.
  1. ■ If it is confirmed that a post contains no characters (only a hashtag or mention) or no more than one character
    1. - Example ①: A user sends a tweet such as “#XG,” which only contains a hashtag (Twitter)
    2. - Example ②: A user sends a tweet such as “#XG a,” which contains no more than one character (Twitter)
  2. ■ If it is confirmed that points have been earned through other improper actions
  1. To link to an account, go to MENU, MEMBER ID, PASCH POINT, Twitter, Link Account button.
  2. When you have linked to the account, “Linked with Twitter” will appear on the Twitter page.
  1. To unlink from an account, go to MENU, MEMBER ID, PASCH POINT, Twitter, Unlink Account button.
  1. After canceling it, please link with a new Twitter account.
  1. We will not award any points if your Twitter account is set as a private account.
  2. To earn points, set it instead as a public account, or link to a Twitter account you can make publicly available.
  1. Please confirm that you have linked to Twitter.
  1. - If not linked:
  2. You must be linked to Twitter to receive points from Twitter actions.
  3. If you have not carried out that step, go to MENU, MEMBER ID, PASCH POINT and then "Link Account" button, and link to Twitter.
  1. - If already linked:
  2. If a linked Twitter account is set as a private account, no points will be awarded. Switch to a public account in your Twitter settings, or link to a Twitter account you can make publicly available.
  3. If it is confirmed that a post contains no characters (only a hashtag or mention) or no more than one character, the applicable points may be rescinded.
  1. We plan to unveil a wide range of services from here forward. We'll prepare a variety of fun ideas and activities for fans to enjoy. It’s something to really look forward to!
  1. The points you earn do not have an expiration date.
  1. To check a history showing when you earned/used points, go to MENU, MEMBER ID, PASCH POINT and then Point history.
  1. If you delete your + ID, information related to points will also be deleted. Please note that deleted points cannot be restored.

Member Status

  1. The XG OFFICIAL FANCLUB ”ALPHAZ” app provides a member status based on the total number of PASCH points earned with this app and how long the app has been used.
  2. Your member status will be either Bronze, Silver or Gold. Depending on your status, you can receive special benefits. In the future, we also plan to release a special status that even surpasses Gold.
  1. If you meet the criteria set for a particular status in terms of the total PASCH points earned (total XG points) or duration of XG OFFICIAL FANCLUB ”ALPHAZ” app use, you will attain that status.
  1. Status Total XG points Duration
    Bronze n/a n/a
    Silver 2,500 points　or　1 year
    Gold 10,000 points　or　3 years
    And more...
  1. We will present you with a limited edition wallpaper for the HOME screen. You can then enjoy customizing the app to your liking.
  2. (To set up your wallpaper, go to SETTINGS and then Wallpaper.)
  1. We also plan to add various other benefits in the future.
  1. You can check your member status from the following screens.
  2. - Member ID: Go to MENU and then MEMBER ID.
  3. - Profile: Go to MENU, SETTINGS and then PROFILE.
  1. To check the requirements for the next status upgrade, go to MENU, MEMBER ID and then MEMBER STATUS.
  2. Or you can also go to PROFILE and press “Member status.”

About the Website

  1. You can create a +ID, join XG OFFICIAL FANCLUB "ALPHAZ", and check member/payment information.
  1. We have confirmed that the app operates properly using the following environments.
  2. Windows
  3. Browser software: Latest version of Google Chrome
  1. Macintosh
  2. Browser software: Latest version of Safari or Google Chrome
  1. iOS, Android
  2. Latest OS version supported by the respective OS
  3. Browser software:
    1. iOS: Safari, Chrome
    2. Android: Standard browser, Chrome
  1. - The website may fail to operate properly if you use an environment that is not recommended. Please keep this in mind.

Inquiries

  1. Through the inquiry form, you can contact us 24 hours a day.
  2. After filling in the form, press “Confirm” to launch an email app. Then send the inquiry you have written.
  1. Based on the order received, we provide responses on weekdays, but not on holidays or weekends. Please be aware that, for this reason, we may require some time before making a response.
  1. If your email inbox settings prevent spam mail, you might not be able to receive an email from Customer Support. Please set “@xgalx.com” as an authorized sender. Please note that this email address uses a different domain than other emails.
  1. Points to remember:
  2. - If you are a + ID holder, please log in before submitting a question. This will allow us to obtain account information and member information when you make an inquiry.
  3. - We cannot respond to questions concerning individual artists. Please keep this in mind.
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