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 with Guided Build for your full trip, repeated Trip Checkups and corrected plans, 100 concierge messages and 25 photo translations a day, Local Intel when available, unlimited saves and social imports. Free accounts can run one Trip Checkup and build Day 1 before upgrading. Your free Social saves list, source links and map do not disappear when you reach a limit. Trip Pass is 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.
What are Trip Checkup and Guided Build?
Trip Checkup reads an itinerary from a PDF, screenshots, Notes or pasted text and flags route, pace, jet-lag, reservation, holiday and possible closed-day issues. Guided Build creates one day at a time and asks you to approve, swap or skip every place before it is added. Calendar facts can be verified automatically; venue hours and closures that still need checking are labeled clearly rather than presented as certain.
What happens when I share Instagram or TikTok posts?
Tokyo Playbook tries to identify the real Japan places named in a public post, checks available place matches, and keeps the source attached. Guests can try 3 successful imports before creating an account; a free account can collect up to 20 posts per trip. The resulting list, source links and map stay available. Trip Pass removes the import limit and adds higher-volume planning help to fit worthwhile saves into sensible days.
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: open Tokyo Playbook → Account → Manage subscription. You can also email contact@tokyoplaybook.com for help. 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 delete your account from Account → Delete account, or request help any time at contact@tokyoplaybook.com.
