Frequently asked questions

JME is an international money transfer service operated by Japan Money Express Co. Ltd. JME provides remittance services for customers residing in Japan who want to send money to their families and recipients overseas.

JME is registered in Japan under the Payment Services Act to operate a fund transfer business.

People residing in Japan who meet JME's registration and identity-verification requirements can use JME's remittance services.

Customers must provide valid identification and the information required for registration and verification.

You can register with JME either:

• Through the JME mobile application, or
• At a JME counter or registered JME agent.

For online registration, download the JME app, create your account, verify your email, enter the required information, and submit your identification documents. JME will review your application before approving your registration.

For foreign residents in Japan, a valid Residence Card (Zairyu Card) is required.

Japanese citizens may register using a valid passport, driver's license, or other accepted photo identification.

If you register without visiting JME in person, an additional document showing your address may also be required.

No. You can register through the JME mobile application without visiting a JME office.

You may also register in person at an available JME counter or registered agent.

Sending money with JME is simple: Register → Remit → Receive

After your account has been approved, you can initiate a remittance through the JME app or through an available JME counter/agent.

Follow the instructions provided by JME to fund your remittance and complete the transaction.

Yes. The JME mobile application allows registered customers to manage their remittances from their mobile devices.

The app is available for supported Android and iOS devices.

JME supports international remittances to destinations and receiving methods available through its service network.

Available countries, currencies, receiving methods, and applicable conditions may vary. Please check the latest information in the JME app or contact JME before sending money.

Yes, where bank account remittance is available for the selected destination.

You must provide accurate recipient and bank information. Incorrect information may cause delays or prevent the recipient from receiving the funds.

JME's terms describe overseas remittance as including payment to the recipient or deposit into the recipient's designated financial institution account.

Depending on the destination and receiving method, you may need information such as:

• Recipient's full name
• Address
• Telephone number
• Bank name
• Branch information
• Account number
• Other information required for the destination country

Always enter the recipient's information exactly as required.

This is possible depending on your JME account and the applicable service conditions.

Each recipient must be registered with accurate information as required by JME.

JME applies the exchange rate applicable to the remittance transaction at the time specified by JME.

Foreign exchange rates may change depending on market conditions. Therefore, the exchange rate displayed at one time may differ from the rate available later.

Always confirm the applicable exchange rate before completing your transaction.

The applicable remittance fee depends on the transaction and service conditions.

Before confirming your transfer, check the applicable fee and the amount that the recipient will receive.

Yes. Foreign currency exchange rates can fluctuate.

The applicable rate should be confirmed when you make your remittance.

Yes. Customers can check the applicable exchange-rate information through JME's available services before completing a transaction.

Because rates can change, the final rate shown at the time of the transaction should be used when calculating the recipient's amount.

Any applicable fees or charges depend on the transaction and receiving method.

Please review the transaction details carefully before confirming your remittance.

The time required for a remittance depends on factors such as:

• Destination country
• Receiving method
• Recipient's financial institution
• Banking hours
• Weekends and public holidays
• Compliance checks
• Accuracy of recipient information

The actual receiving time may therefore vary from one transaction to another.

You may be able to submit a remittance request through available JME services outside normal business hours.

However, processing or receiving the money may take longer because of weekends, public holidays, banking hours, or holidays in the destination country.

A transaction may be delayed because of:

• Incorrect recipient information
• Bank processing
• Holidays or weekends
• Insufficient funds
• Identity verification
• Compliance checks
• Additional documentation requirements
• Technical or operational issues

If your remittance has taken longer than expected, please contact JME Customer Support with your transaction details.

Identity verification is required to help JME comply with applicable Japanese laws and regulations and to protect customers and the remittance system.

JME may request identification or additional documents when necessary.

JME reviews the information and documents you submitted.

Once your registration is approved, JME sends the required account information and transaction PIN according to its registration procedure. Customers may then be required to change their transaction PIN before using the service.

Registration may require additional information or documents if the submitted information cannot be verified.

If your registration cannot be completed, please contact JME Customer Support for assistance.

If your personal information changes, please contact JME and follow the instructions for updating your registered information.

Keeping your information accurate helps prevent problems with future transactions.

Contact JME as soon as possible.

If the transaction has not yet been completed, JME may be able to assist depending on the transaction status.

Once funds have been paid to the recipient, cancellation or recovery may not be possible.

Cancellation depends on the status of the transaction and the applicable JME terms and conditions.

If you need to cancel a transaction, contact JME Customer Support immediately.

First, confirm the transaction details and recipient information.

If the expected receiving time has passed, contact JME Customer Support and provide your transaction/reference number so that JME can check the transaction status.

To help JME locate your transaction quickly, prepare:

• Your name
• Transaction/reference number
• Recipient's name
• Transaction date
• Amount sent
• Destination country
• Description of the problem

Do not share your password or transaction PIN with anyone.

JME operates as a registered fund transfer service in Japan and follows applicable requirements for its remittance business.

Customers should also take precautions to protect their account information, passwords, PINs, and transaction details.

Never send money to someone you do not know or trust.

Be especially careful if someone asks you to send money:

• To receive lottery or prize winnings
• To receive a job or loan
• To pay an unexpected government or police demand
• To purchase a high-value item from an unknown person
• For an emergency story that you have not independently verified

JME specifically warns customers that money transfers can be paid out quickly and may not be refundable once completed.

No. Do not share your transaction reference number with anyone except the intended recipient when necessary.

JME advises customers to keep transaction reference information secure.

Stop the transaction if possible and contact JME immediately.

Do not provide your password, transaction PIN, OTP, or other confidential information to suspicious individuals or websites.

The JME app allows customers to register and manage remittance services through their mobile device.

Customers can use the app to manage their account and remittance transactions.

Check if you are using the correct login information and that your app is updated.

If you still cannot access your account, contact JME Customer Support for assistance.

For security reasons, do not share your PIN with anyone.

Follow the account-recovery instructions provided by JME or contact Customer Support if you need assistance.

You can contact JME through its customer-support channels, including telephone and available online communication channels.

JME's main support number is 03-5475-3913. JME also provides dedicated support contacts for several languages.

JME has its head office and main counter in Shinjuku, Tokyo, and a counter in Fukuoka. JME also operates through registered agents.

Yes. Customers can use available JME counters and registered agents for services supported at those locations.

Please check the current counter or agent information before visiting.

Before confirming your transaction, carefully check:

• Recipient's full name
• Recipient's bank/account information
• Destination country
• Amount to be sent
• Exchange rate
• Applicable fee
• Amount the recipient will receive

Make sure all information is correct before confirming the transaction.

JME strongly recommends that customers send money only to people they know and trust.

A money transfer can be difficult or impossible to recover after it has been paid to the recipient.

If your question is not covered in this FAQ, please contact JME Customer Support.

Our support team will assist you with questions regarding registration, remittances, transactions, receiving money, and other JME services.

Not necessarily.

The exchange rate is only one part of the total cost of a remittance. The applicable remittance fee also affects how much the recipient ultimately receives.

When comparing a remittance, look at the total amount you pay and the final amount the recipient receives, rather than the exchange rate alone.

Not necessarily.

Foreign exchange rates can change due to market conditions. The rate available at the time you check may be different from the rate applicable when your transaction is processed.

Always check the exchange rate displayed for your transaction before confirming the remittance.

Not always.

Some remittances may be completed quickly, but the actual receiving time depends on the destination country, receiving method, financial institution, banking hours, holidays, compliance checks, and other factors.

The estimated transfer time should not always be considered a guaranteed delivery time.

Not necessarily.

JME may be able to assist if the transaction has not yet been completed. However, once funds have been paid to the recipient or deposited into an account, it may not be possible to change the information or recover the funds.

Always check the recipient's information carefully before confirming your transaction.

Not necessarily.

Cancellation depends on the status of the transaction.

If you realize that you need to cancel a transfer, contact JME as soon as possible. Once the money has been paid to the recipient, cancellation or recovery may no longer be possible.

No.

JME processes the remittance according to the information provided by the sender and the applicable receiving network.

JME does not control the recipient's personal bank account. Once the funds are deposited, the receiving financial institution's processes and policies may apply.

Not necessarily.

The amount received depends on the applicable exchange rate, remittance fees, receiving method, and other applicable charges or conditions.

Before confirming your transfer, check the final amount expected to be received.

They can.

Even if you can submit a remittance request through an available JME service, processing or receipt of the money may be affected by Japanese holidays, holidays in the destination country, weekends, and financial institution operating hours.

No.

A delay does not necessarily mean that your money has been lost.

Transfers can take additional time because of bank processing, holidays, compliance checks, incorrect information, or other operational reasons.

If your transfer is taking longer than expected, contact JME Customer Support with your transaction/reference number.

No.

Remittances are subject to applicable laws, regulations, JME policies, and verification requirements.

You may be required to provide additional information about the recipient and the purpose of the remittance.

No.

Never disclose your confidential password, transaction PIN, OTP, or other security credentials to another person.

If you receive a suspicious request for confidential information, stop and contact JME through its official customer-support channels.

Not necessarily.

Do not allow another person to use your account to receive or transfer money on their behalf unless you fully understand the transaction and it is permitted by JME.

If someone asks you to receive money and then transfer it to another person, be especially cautious.

No.

Promises of guaranteed profits, prizes, commissions, loans, employment payments, or unusually high returns can be warning signs of fraud.

Do not send money simply because someone promises that you will receive more money later.

No.

Do not send money based solely on an unexpected phone call, message, email, or social-media request. Verify the person's identity and the request independently.

If you are unsure, contact JME before making the transaction.

No.

International remittance can be used for legitimate purposes permitted under applicable laws and JME's service conditions.

However, certain transaction purposes may be restricted, and customers may be asked to provide the purpose of the remittance.

Not necessarily.

JME may request updated information or additional documents when necessary for identity verification, regulatory requirements, security, or transaction review.

Keeping your registered information accurate and up to date can help prevent delays.

Not necessarily.

Submitting a transaction request and completing the delivery of funds are not always the same thing.

The transaction may still need to go through processing, verification, and the applicable receiving process before the recipient receives the money.

No.

Do not send another transfer until you know what happened to the first transaction.

First, check the transaction status and contact JME Customer Support if necessary. Sending another transfer could result in the recipient receiving the money twice.

Not necessarily.

A low advertised fee does not necessarily mean the recipient will receive the most money.

The exchange rate and other applicable charges can affect the final amount received. Always consider the total cost and final recipient amount.

It is strongly recommended that you keep it.

Your receipt or transaction/reference number can be important if you need to:

• Check your transaction status
• Contact customer support
• Investigate a delay
• Request assistance with a transaction
• Confirm transaction details

Keep your transaction information secure until the recipient has successfully received the funds.

No.

Making a legitimate remittance overseas does not automatically cancel, change, or negatively affect your Japanese visa or residence status. Remittance providers or financial institutions may ask for information about the purpose of the transfer, recipient, or source of funds to comply with financial regulations.

Your immigration status is determined under Japan's immigration rules and the conditions of your particular status of residence — not simply because you sent money overseas.

If you are unsure whether a particular transaction could affect your situation, contact JME before making the transaction and confirm what documents or information may be required.

No.

Legitimate family support remittances are not automatically illegal; however, the transaction may be subject to identity, purpose-of-payment, and other regulatory checks.

No.

A large transaction may receive additional scrutiny or require supporting information, but that is not the same thing as automatic cancellation of residence status.

Not necessarily.

What matters is the individual's overall circumstances and compliance with the requirements applicable to their residence status; a legitimate remittance is not, by itself, a reason to assume their status will be affected.

No.

Financial institutions and remittance providers can have regulatory obligations to verify transactions and request supporting information.