Pocket Change

System Failure?

Where the cash is returned when I tap the "return" button?

The coins are returned to the lower part of the kiosk.

I canceled my current transaction, but no bills were returned to me.

Kiosk is not capable to return bills.
Kiosk’s are not capable of returning bills. We are sorry for the inconvenience caused. Please submit an inquiry here.

There was an error recognizing the currency, what should I do?

We are sorry for the inconvenience. Please submit an inquiry here.

There was a miscount in the coins I entered.

Sticky or deformed coins can occasionally get caught in the kiosk. We are sorry for the inconvenience caused.
Please submit an inquiry here.

What do I do if the kiosk has gone down for maintenance and the screen is inaccessible in the middle a transaction?

We apologize for the inconvenience.

The coins you’ve inserted should be returned automatically, please check the bottom of the kiosk. If there are
any unreturned coins or bills remaining, please submit an inquiry here.

What do I do if I do not receive an SMS confirmation code during the WeChat redemption process?

SMS delivery times will vary depending on your cell network, or potential network congestion at the time of
submission. Please keep in mind that too many requests in a short period might result in further delay, as the
message may be regarded as spam.

You must have a cell phone that is able to receive international SMS messages.

If you do not receive any message, please submit an inquiry here.

What should I do if the WeChat redemption page remains white and unresponsive?

Receiving this screen means the network between Japan and China is unstable. This can happen occasionally and cause errors. Please reload the page by tapping the “Reload” button in your WeChat App.

When will the balance be reflected in my EcoPayz account?

It can take between 2-6 hours before the transaction is processed and the balance is reflected in your account.
EcoPayz will send you an email after the process is complete. If it takes significantly longer than this, please contact EcoPayz directly.

Some coins and bills will not be accepted during these transactions.

The following coins and bills may not be accepted.

- Old coins and bills
- Commemorative coins
- Small bills (dependent on currency)

*Dirty or Damaged coins that may be deformed or lacking in some other way may not be accepted. Please be aware that if used, these may cause issues with the kiosk.
*Some currency, such as Hong Kong Dollar bills or rare/old currency cannot be accepted.

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