FAQ

For related instructions, please refer to:

Open the JKOPAY app homepage > “Scan Barcode” > enter the payment amount to complete checkout. ＊Supports payments via JKOPAY Save account, JKOPAY account, bank account, and credit card.

＊If an unsupported screen appears, please ensure your app is updated to version 10.4.0 or above.

As long as you see a TWQR standee at a store, or a standee with the JKOPAY logo, you can use the JKOPAY app to scan the TWQR and complete payment. ＊Actual support depends on the conditions at each store location.

Use the JKOPAY app to make payments and earn JKOPAY Coins.

• JKOPAY Save account: Up to 2.5% JKOPAY Coin cashback (credited later)
• JKOPAY Co-branded Card: 1% unlimited JKOPAY Coin cashback
• JKOPAY Account: 1% unlimited JKOPAY Coin cashback (Silver tier or above)

＊If you didn’t receive cashback, please check if the correct payment method was selected or contact JKOPAY support for further assistance.

If a transaction fails, the refunded amount will be returned after confirmation within 10 business days.

• Credit card transactions: Authorization will be canceled or refunded; please refer to your card statement.
• Bank account or JKOPAY account payments: The funds will be returned to your JKOPAY account. A push notification will be sent when refunded. You can also check your account history to confirm the refund.

JKOPAY supports linking JKOPAY Save account, JKOPAY account, bank account, and JKOPAY Co-branded Card for PayPay transactions. (Only TWD accounts are supported; foreign currency accounts are not supported.) You can use JKOPAY at stores in Japan that display the PayPay logo. Inform the staff that you wish to pay with PayPay, and follow their instructions to either present your JKOPAY payment code or scan the store’s QR code. When paying, please enter the amount in Japanese yen. The amount will be converted to TWD based on the current exchange rate (displayed at the bottom of the payment page) and then deducted from your account. ＊If the transaction fails, please make sure your selected account has sufficient balance. ＊PayPay transactions using the JKOPAY x Taishin co-branded card are considered credit card top-up payments.

Please check whether your current mobile number can still receive SMS verification:

• If your original number can still receive SMS messages: Log in to the JKOPAY app using your original phone number. Go to My Account > Settings > Phone Number, and follow the on-screen instructions to complete the number change.
• If your original number is no longer in service: Open the JKOPAY app login screen and tap “Can't log in with phone number”. Follow the instructions to fill out and upload the required documents. After submitting, our verification staff will contact you within 72 hours to confirm your identity and assist you with updating your phone number.

The ID registered with your account can only be updated if the same person has received a new ID number. Supporting documents are required. JKOPAY does not support ID changes to a different person. If you need to apply for this update, you may download the application form from the JKOPAY website and email it to service@jkopay.com. A dedicated customer service representative will assist you with verification and processing.

Please check if your original device is still accessible:

• Original device is still accessible: Log in on your original device, go to App homepage > Show Payment Code > Forgot Password, and follow the instructions to reset your password. After completion, you can proceed with the verification process on your new device to log in successfully.
• Original device is no longer accessible: On your new device, during the verification process, tap Forgot Password and follow the system instructions to enter your basic information and upload the required documents. After submitting, our team will contact you within 72 hours to verify your identity, help reset your password, and guide you through the process.

There are several reasons why bank account linking may fail. Please check the following:

1. Make sure the bank account is under the name of the user who completed identity verification.
2. Only one bank account per bank can be linked. If the bank does not appear in the list during account linking, check if another account from the same bank is already linked. If so, please remove it first.
3. Confirm that you’ve enabled online banking, non-designated transfers, and OTP SMS verification with your bank.
4. Each bank has different linking requirements. Click here for detailed guidelines. Some banks require that your registered mobile number and email match what’s on file with JKOPAY. If an error appears during linking, please contact your issuing bank to confirm.

You may have previously purchased cross-border items on Shopee. If you have made such purchases, your JKOPAY account would have been created upon completing real-name verification to proceed with the order. If a refund is issued, the funds will be returned to your JKOPAY account, and you may withdraw the amount to your personal bank account. According to Article 14 of the “Rules Governing the Administration of Electronic Payment Business,” cross-border transactions must be conducted through domestic electronic payment service providers. In accordance with the “Regulations Governing Identity Verification Mechanism and Transaction Amount Limits of Electronic Payment Institutions,” buyers are required to complete one-time real-name verification. Therefore, Shopee collaborates with a cross-border payment service provider (JKOPAY) approved by the competent authority to offer identity verification and payment services for Shopee users.