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Frequently Asked Questions (FAQ)

Find answers to common questions below. If your issue isn't resolved, please contact our support team via Contact Us.

Account​

I can't log in​

Please try the following:

  1. Make sure your email address and password are correct (pay attention to uppercase and lowercase letters)
  2. Reset your password using "Forgot Password"
  3. If you registered with X (formerly Twitter), try "Log in with X"
  4. If the above doesn't help, please contact Support

I'm not receiving the password reset email​

  • Check your spam folder
  • Make sure you can receive emails from @smfans.jp
  • Verify that your registered email address is correct
  • Wait a few minutes and try again

I want to change my email address​

  1. Go to "Account" > "Email Address"
  2. Enter your new email address
  3. Tap "Send"
  4. Click the link in the confirmation email to complete the change

How do I verify my phone number?​

  1. Go to "Account" > "Phone Number"
  2. Enter your phone number
  3. Enter the verification code sent via SMS
Phone verification is required for creator applications.

I want to delete my account​

You can do this from "Account" > "Delete Account". For details, see the Account Deletion help.

Deleting your account will result in the loss of your wallet balance, purchased content, monthly plans, and all other data. We recommend using up your balance before deleting your account.

Payments​

My payment is failing​

Please check the following:

  1. Has your card expired?
  2. Have you reached your credit limit?
  3. Did you complete 3D Secure authentication (your card issuer's identity verification) correctly?
  4. Try a different card
  5. If the issue persists, contact your card issuer
SMFans accepts VISA, Mastercard, JCB, and American Express credit cards.

I see a charge I don't recognize​

Your credit card statement will show "SMFANS" or the name of our payment processor.

Please check the following:

  • Has a family member been using SMFans?
  • Is auto top-up enabled? (Check under "Wallet" > "Auto Top-Up Settings")
  • Could it be a charge from a monthly plan auto-renewal?

If you still don't recognize the charge, please contact Support.

I topped up but my balance hasn't updated​

Normally, the balance updates immediately. If it doesn't, try the following:

  1. Refresh (reload) the page
  2. Log out and log back in
  3. Wait a few minutes and check again
  4. If it still hasn't updated, please contact Support

Can I get a refund for my wallet balance?​

We do not offer refunds for wallet balance. For details, see Wallet & Top-Up.

What is auto top-up?​

Auto top-up is a feature that automatically charges your registered credit card when your wallet balance is insufficient for joining or renewing a monthly plan, sending a tip, one-off purchases, or back-issue purchases.

  • You can enable or disable it from "Wallet" > "Auto Top-Up Settings"
  • The minimum auto top-up amount is 1,000 yen
  • Auto top-up must be set up to join a monthly plan
  • If you have any active plans, you cannot disable auto top-up (please cancel all plans first)

Monthly Plans​

I want to change my plan (upgrade/downgrade)​

Cancel your current plan first, then subscribe to the new one. There is no prorated adjustment.

I've been charged even though I canceled​

Please make sure your cancellation was completed correctly:

  1. Go to "Account" > "Active Plans"
  2. Check that the plan's status shows "Cancelled"

If it shows "Cancelled", you can still access content until the end of your paid period (expiration date), after which auto-renewal will not occur. While the plan is still within its paid period, you can resume auto-renewal by tapping the "Resume" button from "Active Plans".

Can I still view content after canceling?​

After canceling, you can continue to view content until the expiration date (the monthly anniversary based on your join date). Access will be revoked after the expiration date.

It says "Renewal Failed"​

This means the auto-renewal of your plan failed because the wallet balance was insufficient and auto top-up also failed.

  1. Check and update your payment method from "Wallet" > "Auto Top-Up"
  2. Go to "Active Plans" and tap the "Resubscribe" button

What is a bundle plan?​

A bundle plan lets you subscribe to a monthly plan for 3, 6, or 12 months at once. It's available when a creator has set up bundle options for their plan. You can subscribe at a discounted price compared to the regular monthly rate.

What happens to existing subscribers if the bundle discount rate changes?​

Existing bundle subscribers will continue to receive the discount rate from when they originally subscribed. Even if the creator changes the discount rate, the renewal terms for existing bundle subscribers are not affected. The new rate only applies to new bundle subscriptions.

What happens if I cancel after subscribing to a bundle?​

Even if you cancel a bundle subscription, you can continue to view content until the end of the bundle period. For example, if you subscribed to a 3-month bundle and cancel in the first month, you can still view content for the remaining 2 months. No prorated refunds are available.

What happens when a bundle period ends?​

At the end of the bundle period, it will automatically renew under the same bundle terms (same duration and discount rate). The renewal fee will be deducted from your wallet balance. If your balance is insufficient, the renewal will fail and you'll receive a notification. To stop auto-renewal, cancel before the end of the period.

This badge is set by the creator to highlight a recommended duration. If you see a "Recommended" badge on a bundle option (3 months / 6 months / 12 months) on the plan selection screen, the creator recommends that particular duration.

Content​

I can't view content I purchased​

Please check the following:

  • Is your internet connection stable?
  • Update your browser to the latest version
  • Refresh (reload) the page

If the creator's account has been suspended, their content may become inaccessible. For details, see the Account Deletion help.

I can't play a video​

Please try the following:

  1. Check your internet connection
  2. Try a different browser (Google Chrome or Safari)
  3. Clear your browser cache

Creators​

My creator application wasn't approved​

Please check the following:

  • Is the ID document photo clear?
  • Is the document within its expiration date?
  • Does the information on the document match your registration details?

For details, see Creator Registration.

My post was rejected​

Common rejection reasons:

ReasonHow to Fix
Insufficient mosaic processingApply mosaic processing in accordance with the guidelines
Missing performer consentPrepare consent forms for all performers
Prohibited contentReview the prohibited items in Guidelines & Review

For details, see Guidelines & Review.

Other​

DeviceBrowser
AndroidGoogle Chrome (latest version)
iOS / iPadSafari (latest version), Google Chrome (latest version)
PCGoogle Chrome (latest version), Safari (latest version), Firefox (latest version), Microsoft Edge (latest version)

How can I contact support?​

Please visit the Contact Us page. You can also email us at support@smfans.jp.