Questions, bugs, billing, or anything else — the fastest way to reach a real person is email. We read every message.
How do I get help or report a problem?
Email us any time at contact@tokyoplaybook.com. Tell us what happened and, if you can, the email on your account — we usually reply within 1–2 business days.
What is Trip Pass and how is it billed?
Trip Pass is our optional subscription that unlocks unlimited chat, full Local Intel (Japanese-reviewer notes), the day-by-day planner, photo translations, and more. It's offered weekly or monthly and auto-renews until you cancel. On the iPhone app it's billed through your Apple ID; on the web it's billed through Stripe.
How do I cancel or manage my subscription?
If you subscribed in the iPhone app: open the iOS Settings app → tap your name → Subscriptions → Tokyo Playbook → Cancel. If you subscribed on the web: email contact@tokyoplaybook.com and we'll cancel on your behalf. Cancelling stops future charges; you keep access until the end of the current period.
How do refunds work?
Purchases made in the iPhone app are handled by Apple — request a refund at reportaproblem.apple.com. For web purchases, email contact@tokyoplaybook.com and we'll work to resolve it or issue a refund at our discretion.
I paid but don't see my Trip Pass features.
Try fully closing and reopening the app, or tap “Restore purchases” on the upgrade screen. If it still hasn't unlocked after a minute, email contact@tokyoplaybook.com with the email on your account and we'll sort it out.
How do you handle my data and privacy?
See our Privacy Policy for exactly what we collect and why. You can request deletion of your account and data any time by emailing contact@tokyoplaybook.com.
