APP Help Center
Look up an error code to find the cause and what to do
If a code such as appears on the screen, find that code on this page. For each code we explain what happened and what to do next.
Please note: the app currently displays its messages in Japanese only. Each section below quotes the Japanese text exactly as it appears on your screen, followed by an English translation, so you can match what you are seeing.
Try these first
When reading your My Number Card fails, these three steps solve it in most cases.
- Place the card on a table and rest your phone on top of it. Holding the card in your hand makes it easy for it to shift during reading, which breaks the connection.
- Do not move the card until reading finishes. Reading takes a few seconds. Wait until your phone vibrates or shows a completion message.
- Remove your phone case. Thick cases, and cases containing metal or magnets, can block the reading.
"読み取りが失敗しました" (Card reading failed)
This appears when reading fails on the screen where you hold your My Number Card against your phone.
読み取りが失敗しましたCard reading failed
Reading your My Number Card can take a few seconds. Placing the card on a table and resting your phone on top of it makes a successful read more likely.▸ A code such as follows at the end of this text.
Try reading the card again
| Code | What happened | Notes |
|---|---|---|
| The connection to the card was lost during reading. | The most common error. Place the card on a table and try again without moving it. | |
| An error occurred while creating the digital signature. | ||
| The signature request to the card failed. | ||
| The information returned by the card could not be read correctly. | ||
| Verification of the digital certificate failed. | If this keeps happening, the certificate on your card may have expired. | |
| The digital certificate could not be retrieved. | My Number Cards issued to people under 15 normally do not contain a signing certificate. | |
| The information printed on the card could not be retrieved. | ||
| Reading did not finish in time. | The card and phone may be misaligned. Try holding the card against a slightly different spot. | |
| Retrieving information from the card failed. | ||
| An error occurred whose cause could not be identified. | ||
| An error occurred while reading the card whose cause could not be identified. | ||
| An error occurred that could not be classified. |
Check what you entered
| Code | What happened | Notes |
|---|---|---|
| The password you entered is not in the correct format. | The signing certificate password is 6–16 characters and must mix letters and digits. | |
| The Card Information Input Support password is not in the correct format. | Enter 4 digits. | |
| The signing certificate password is not in the correct format. | Enter 6–16 characters mixing letters and digits. | |
| The user authentication certificate password is not in the correct format. | Enter 4 digits. | |
| The Card Information Input Support password did not match. | Entering it incorrectly several times in a row will lock your card. Please be careful. | |
| The user authentication certificate password did not match. | Entering it incorrectly several times in a row will lock your card. Please be careful. | |
| The password was not passed on correctly. | Check what you entered and enter it again. |
Visit your local municipal office
This cannot be unlocked from the app. Take your My Number Card to your city, ward, town or village office and ask them to unlock it.
| Code | What happened | Notes |
|---|---|---|
| The Card Information Input Support password has been locked. | ||
| The signing certificate password has been locked. | You will also see this code if your card does not contain a signing certificate. Please confirm at the counter. | |
| The user authentication certificate password has been locked. |
Check whether your phone is supported
| Code | What happened | Notes |
|---|---|---|
| Your phone does not support reading My Number Cards. | Ask someone with a supported phone to help, or consider completing the procedure from a computer. |
Restart the app and start over
| Code | What happened | Notes |
|---|---|---|
| Your phone is low on memory. | Close other apps or restart your phone, then try again. | |
| An error occurred inside the app. | ||
| Information passed inside the app was not correct. | ||
| Information passed inside the app was not correct. | ||
| The information passed to the card reader was not correct. | ||
| The information passed to the card reader was not correct. | ||
| Information needed for the procedure could not be found. | ||
| Information needed for the procedure was not provided. |
"正しく公的個人認証されません" (Identity verification could not be completed)
This appears when the card is read successfully but the result fails when the server checks it.
Identity verification could not be completed
An unexpected error occurred. Please wait a little while and try again.▸ A code such as follows at the end of this text.
| Code | What happened | What to do | Notes |
|---|---|---|---|
| Authentication failed. | Start over from the beginning | You will also see this code if you read a different My Number Card from the one the procedure is for, or if there is a problem with the certificate. Please check the card you are using. | |
| The service is temporarily unavailable. | Wait and try again | The service may be under maintenance or temporarily busy. | |
| The procedure has expired. | Start over from the beginning | Procedures have a time limit. Start again from scanning the QR code or opening the link. | |
| The information for this procedure could not be found. | Start over from the beginning | ||
| The steps were not completed in the right order. | Start over from the beginning | ||
| An error occurred on the server. | Wait and try again | ||
| The procedure was cancelled. | Start over from the beginning | ||
| An error occurred whose cause could not be identified. | Wait and try again | ||
| The information that was sent could not be accepted. | Start over from the beginning | ||
| This procedure has already been completed. | Start over from the beginning | ||
| You do not have permission to perform this operation. | Start over from the beginning | ||
| The service is receiving a high volume of requests. | Wait and try again | ||
| Processing was interrupted partway through. | Wait and try again | ||
| A value you entered is outside the accepted range. | Start over from the beginning | ||
| This feature is not supported. | Update the app to the latest version and try again | ||
| Transferring the data failed. | Wait and try again |
"予期しないエラー" (Unexpected error) — when loading the terms of service
This appears when loading the terms of service or privacy policy fails.
Unexpected error
An unexpected error occurred. Please wait a little while and try again.▸ A code such as follows at the end of this text.
| Code | What happened | What to do | Notes |
|---|---|---|---|
| Downloading the terms of service failed. | Check your internet connection | Move somewhere with a better signal, and try switching between Wi-Fi and mobile data. | |
| The contents of the terms of service could not be retrieved. | Wait and try again | ||
| The location of the terms of service has not been configured. | Wait and try again | If this continues, it is a problem on the service side. Please let us know using "Report a problem" below. | |
| An error occurred whose cause could not be identified. | Wait and try again |
"問題の報告の送信に失敗しました" (Failed to send your report)
This appears when sending a problem report from the app fails.
Failed to send your report
An unexpected problem occurred.▸ A code follows at the end of this text. For the message instead reads 「このサービスは現在ご利用いただけません。」 (This service is currently unavailable.)
| Code | What happened | What to do | Notes |
|---|---|---|---|
| The service that receives reports is temporarily unavailable. | Wait and send again | ||
| An error occurred on the server. | Wait and send again | ||
| The contents of your report could not be accepted. | Shorten what you entered and send again | Check the format of your email address, and that your message is not too long. | |
| Your report could not be assembled correctly. | Restart the app and send again | ||
| Other codes | Codes beginning with other than those above may appear. | Wait and send again | Their meanings are the same as in the "Identity verification could not be completed" list. |
Screens that do not show a code
The following screens do not display an error code. Please follow the instructions shown on the screen.
"公的個人認証に失敗しました" — Identity verification failed (shows remaining attempts)
The signing certificate password is incorrect. Check your password and try again.
If you use up the remaining attempts shown on screen, your card will be locked and you will need to visit your local municipal office.
"券面情報の取得に失敗しました" — Could not retrieve the card information (shows remaining attempts)
The date of birth, expiry year or security code you entered does not match the information on your card.
The security code is the 4-digit number printed at the bottom right of the card. Enter the expiry year as a 4-digit year.
The screen telling you NFC is turned off
NFC is turned off on your phone. Turn NFC on in the Settings app, then try again.
On Android: Settings → Connected devices → Connection preferences → NFC. On iPhone, no setting change is needed.
The screen asking you to restart the app
This appears when the app could not recover its state. Close the app completely, then open it again.
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