Reborn in Yokohama

QCan I cancel or get a refund after purchase?

AWe are sorry, but cancellations and refunds for customer-side reasons cannot be accepted for any reason, including a mistaken purchase, illness, or transport delays. Please check your ticket type, quantity, and visit date and time carefully before purchasing.

QSomething came up and I cannot go. Can I change the date or time?

AOnly for tickets purchased on the official site, you can change the date and time from My Page until 23:59 the day before your reserved date. However, tickets purchased outside the official site, such as through a travel agency, cannot be changed on the official site. The change deadline also differs, so please contact the agency where you purchased.

QWhat happens if the venue closes or the event is canceled for facility reasons?

AIf the facility decides to cancel or close, we will announce separately on the official site and elsewhere how this will be handled. Refunds or cancellations due to customer-side circumstances or transport conditions on your way to the venue are, as a rule, not accepted.

QI want to visit (or change my reservation to) December or later, but I cannot select a date. Can I book for December onward?

AWhether reservations will open for December onward is currently undecided. Details will be announced on this site and elsewhere as soon as they are decided, so please stay tuned.

QI accidentally bought the same ticket more than once. Can the duplicate be canceled?

ACancellations and refunds for customer-side reasons cannot be accepted for any reason. Thank you for your understanding.

QCan I switch a purchased ticket between the holiday and weekday ticket types?

ADate and time changes that cross between holiday and weekday ticket types are not possible. Cancellations and refunds on the grounds of a date change are also not accepted, so please check the ticket type before purchasing.

QWhere can I buy tickets? Are same-day tickets available?

ATickets are date- and time-specified and require advance reservation. Sales for each time slot end once capacity is reached. Only when slots remain, you can purchase from the official site even on the day. *Same-day tickets are sold at the venue only when a time-specified slot still has space. Payment is cashless only; cash is not accepted.

QHow many tickets can I buy at once?

AFor standard tickets, you can buy up to 5 per payment. However, for the Original Pin Badge Ticket, to prevent resale and because quantities are limited, purchases are capped at 2 per account.

QIs there a child fare?

AThe child fare applies to ages 4 to 12. Children aged 3 and under may enter free, up to one child aged 3 and under per adult. Children aged 12 or under cannot enter on their own (an accompanying person aged 18 or over is required for every 3 people).

QCan children (aged 12 or under) enter on their own? Is a guardian (aged 18 or over) required?

AChildren cannot enter on their own. For safety management, up to three children may enter together per guardian aged 18 or over. The venue has dark areas and special effects, so please hold hands and keep your children within sight at all times.

QCan I give my ticket to a friend?

ATickets cannot be transferred (the ticket holder cannot be changed). Resale for profit is strictly prohibited. To hand a ticket to a companion entering with you, use "Share This Ticket" on the ticket page to pass them the ticket QR code (ticket URL); the ticket holder remains unchanged. The organizer bears no responsibility for any trouble arising from sharing.

QI got a payment error but money was withdrawn from my account (double payment, etc.).

AWith debit cards, prepaid cards, and some payment apps, even when a purchase error or interruption occurs, funds may be temporarily withdrawn from your account (an authorization hold). In this case, the card company will process a refund at a later date. The refund timing varies by card company.

QCan I get a receipt?

AYou can view and print a web receipt at any time via the "View Receipt" link in your order confirmation email. If you can’t find the email, use the resend option on the "Ticket Inquiry" page to get it sent again. Members can also access receipts from My Page. Paper receipts are not issued at the venue.

QHow early can I line up for a time-specified ticket? Can I enter if I arrive early?

AEven if you arrive well before your specified time, we may be unable to accommodate you because waiting space is limited. Details such as the meeting time on the day will be provided in a pre-experience email or on the official site.

QAre there discounts for people with disabilities, seniors, or students?

AWe are very sorry, but no discounts (such as disability, senior, or student discounts) apply. All sales are at standard ticket prices.

QAn error appeared on the purchase completion screen. How can I check whether I bought twice?

AEven if an error screen appears due to connection issues, the purchase may still have completed. Before trying again, please check whether the purchase confirmation email has arrived. If it has not, you can re-send the confirmation email from the "Check Tickets" page on the official site using the email address used at purchase. Members can also check the Purchase History on My Page (guest orders made with the same email address can be shown with one tap after signing in).

QCan I change the ticket type, quantity, or goods option after purchase?

AThe ticket type, quantity, and goods option cannot be changed after purchase is complete. Even if you wish to change the date and time, cancellations and refunds are not possible, so please check the details carefully before purchasing.

QCan I make inquiries about tickets purchased outside the official site?

AFor changes, cancellations, payment, receipts, and similar matters regarding tickets purchased through a travel agency or an external sales site, please contact the point of purchase.

QDo tickets have an expiration? What happens if I do not use one?

ATickets are valid only for the specified date and time. Tickets past your visit date and time become invalid and cannot be refunded or rescheduled.

QCan we use this for a school trip or educational travel?

AA dedicated group inquiry form is being prepared so that school excursions and educational trips can be accommodated. Please make your inquiry through that form.

QIs there a recommended type of email address to register?

AWith mobile-carrier email addresses (@docomo.ne.jp, @ezweb.ne.jp, @softbank.ne.jp, etc.), we are seeing many cases where our emails do not arrive. We therefore recommend registering with a non-carrier email address (a free email service such as Gmail or Yahoo! Mail).

QWhen and where do I receive the pin badge for the Original Pin Badge Ticket?

AOn the day of your visit, at entry, we will hand it to you directly at the entrance (reception) in exchange for your entry reservation QR code. We do not mail it in advance or exchange it in a slot other than your visit date.

QI did not receive a purchase confirmation email. Is my reservation complete?

APlease check whether it was sorted into your spam folder or blocked. If you cannot find the email, you can re-send the confirmation email from the "Check Tickets" page on the official site by entering the email address used at purchase (available for orders with completed payment). You can also view your tickets there by ticket code. Members can also view orders on My Page: orders purchased as a member appear automatically, and guest orders made with the same email address can be shown with one tap from the notice displayed after signing in.

QI am not receiving the purchase email (registered with a mobile-carrier address).

AWith mobile-carrier email addresses (@docomo.ne.jp, @ezweb.ne.jp, @softbank.ne.jp, etc.), our emails may not be received. You can still view your tickets using the ticket code, so if you would like to be informed of your code, please contact our support desk.

QAn error appeared during payment. I want to check whether my ticket purchase went through.

AEven if an error appeared during payment, your order may still have been completed. First, check whether the order completion email has arrived and check your purchase status on My Page. Please note that going through the purchase process again before checking may result in a duplicate purchase.

QMy tickets are not showing on My Page.

AYou can also view your tickets from the "Check Tickets" page on the official site. A confirmation email can be re-sent to the email address used at purchase, so please check your tickets from there. (*Available for orders with completed payment.)

QI cannot log in to My Page.

APlease check the email address you registered. You can also view your tickets on the official site’s "Check Tickets" page by entering the email address used at purchase.

QHow do I enter on the day?

AAt reception, please present your ticket QR code on a smartphone or similar device. For smooth entry, please have the screen ready before you line up.

QWhat happens if I am going to be late for my specified entry time?

ABecause of the nature of the production, which uses real-time spatial linkage, if you arrive well past your specified time slot, entry may be refused or your experience time may be shortened. No refund or date change is available in that case.

QIs identification required?

AYou may be asked to verify your identity at entry, so please bring photo identification (driver’s license, My Number card, student ID, etc.). Please note that entry may be refused if the facility determines that its requirements are not met.

QIs downloading the app in advance required?

AIt is not required, but by downloading the Mirrored Body app you can enjoy a deeper immersive experience (such as priority reservations and special effects). https://sp-2025.com/mirrored-body

QCan I enter with a wheelchair or stroller?

AEntry by wheelchair is possible, but there are some steps, mirrored floors, and dark areas used for the production. Regarding strollers, we may decline to allow them into the venue to ensure safety.

QIs there a place to store large luggage (suitcases) or umbrellas?

AThere is none inside the venue. Please use lockers at the facility or around the station before your reservation time.

QThe floor is mirrored — what should I wear?

ABecause there are areas with mirrored floors, please take care when visiting in a skirt or wide shorts. We provide free wrap skirts for loan at the venue (limited in number). Also, for safety, please refrain from entering in heels or sandals.

QIf I leave partway through, can I re-enter?

AFor production and safety reasons, once you leave you cannot re-enter. There are restrooms inside the Landmark building, but we recommend using them before entry.

QDoes the immersive experience or production include scary or startling elements like a horror (haunted house) attraction?

AThis facility is an experiential venue for enjoying the fusion of cutting-edge digital art and real space; there are no horror productions like a haunted house, nor any effects intended to deliberately startle visitors.

QI am not good with dark places, or flashing light (strobe) can make me feel unwell — is that a concern?

AThe venue includes some dark spaces, strong flashing light from LED and projection mapping, and loud sound effects. If you are sensitive to light stimulation or have any concerns, please consider your physical condition before purchasing. *Those with a history of photosensitive seizures, those who may feel unwell from flashing light, loud sound, or darkness, those with a weak heart, and those using medical devices (such as pacemakers) should refrain from visiting or take sufficient care.

QAre photos, videos, and posting to social media allowed inside? Can I bring a camera (DSLR, etc.)?

APhotography and video inside the venue are generally allowed (social media posts are welcome), but flash photography, use of tripods and selfie sticks, and prolonged occupation that inconveniences other guests are prohibited. Also, where some areas have shooting restrictions, please follow the on-site staff guidance.

QHow long does the experience take? (I want to plan my schedule.)

AThe average experience time is about 60 minutes. Please reserve a time slot with plenty of margin.

QWhat are the reservation slot hours?

AWe operate from the 9:30 meeting slot to the 19:40 meeting slot (closing planned at 21:00).

QWhat are the opening hours?

AOpening hours are planned to be 9:30–21:00. If there are changes, we will announce them on the official site.

QWhat should I do if I feel unwell during the experience?

AIf you feel unwell or anxious during the experience, please do not push yourself and speak to a nearby staff member. To ensure safety, you may be asked to follow staff guidance.

QIs there a smoking area?

AThe venue is non-smoking. For smoking, please use the smoking area at Yokohama Landmark Plaza.

QAre in-venue signs and audio guides available in languages other than Japanese?

AMultilingual support is currently being arranged. We will announce it on the official site once confirmed.

QCan I live-stream the video I record?

APersonal recording and posting to social media are welcome, but real-time live streaming may interfere with the experience of other guests, so we ask you to refrain from it.

QMay I call the Yokohama Landmark Tower information desk?

AInquiries about the production content and tickets for this event cannot be answered by the Landmark Tower facility desk (information). Please be sure to check the FAQ or the dedicated contact.

QIs there a place to eat, a cafe, or a vending machine inside? (Concern about heatstroke and staying hydrated.)

AThere are no restaurants or vending machines inside the venue. Also, bringing food and drink into the exhibition area (including plastic bottles, water bottles, gum, and candy) is strictly prohibited to protect the works and ensure safety. Please finish before entering.

QIs there a way to resolve an issue that the FAQ does not solve?

AIf checking the FAQ or My Page does not resolve your issue, please contact us below. We will respond in order. MAIL: support_nexus@sp-2025.com TEL: 092-303-3233

QAre there regular closing days? Are you open during the year-end and New Year period?

AWe may set closed days. Please check the calendar on the official website for the latest operating information.

QI want to check the privacy policy.

APlease check it at the site below. https://sp-2025.com/privacy-policy

QI want to check the notation based on the Act on Specified Commercial Transactions.

APlease check it at the site below. https://shop.sp-2025.com/policies/legal-notice