FAQ

• If you use an email address provided by a mobile carrier (docomo, au, etc.), you may not be able to receive emails from Machi Pass due to rejecting reception settings.
  Please make sure that you can receive emails from the domain "@id.mec.co.jp" in your settings, and then re-register or reset your password again.

• Emails from Machi Pass may go to the Spam folder by mistake. You can mark it as Not junk or add the sender to your Safe Senders list, marking email as Not junk.

• If your mailbox was full, please free up some space.

• Please make sure that the ID(email address) you entered is correct.
  Emails from Machi Pass were not sent if the entered ID(email address) was incorrect, or symbols such as "@" and "." were double-byte characters.

• If the problem is not solved even though you confirm the above, please consider making inquiries to the mobile carrier(docomo, au, etc.), or register with another email address(free email such as Gmail).

• If you would like to contact us by email, please use the following link.
  

  Machi Pass HelpDesk

Click on the "If you do not have an Machi Pass account,click here." button at the bottom left of the login screen to go to the new registration screen and fill out the required information.

You must have a valid email address.

The user ID (email address) you entered is a format that cannot be registered.
Please register with another email address.

<Email address which cannot be registered>

• There is a dot "." just before the at sign "@" or in the head of the email address.
  ( For example: .xxxx.@xxxx )

• There are consecutive dots in the email address.
  (For example: xx..xx@xxxx )

You can use this service upon confirming and agreeing to the terms of use of Machi Pass.

Even if you live overseas, you can register as a member.
Please check the Machi Pass terms before registering.

Please register from the new registration screen.

Please create only one Machi Pass per person.

The message "Password must not contain first name." appears.

You cannot set a password that contains a string of characters that matches your first name. Please set a password that does not contain a string of characters that match your first name.

The message "Password must not contain last name." appears.

You cannot set a password that contains a string of characters that matches your last name. Please set a password that does not contain a string of characters that match your last name.

The message "Password must not contain user id." appears.

You cannot set a password that contains a string of characters that matches the user ID. Please set a password that does not contain a string of characters that matches the user ID. However, it is possible to use a portion of the user ID as the password.

You can also use our free email address.

In the English setting, kana fields are not displayed because they are not required. By changing the language setting to "Japanese", kana fields will be displayed.

Select the SNS account you want to link with from the SNS service list on the upper right, and link with Machi Pass.
After the linkage is completed and you redirect to the new registration screen, ""*** Works with."" is displayed.
If you perform a new registration process in the linked state, you will be able to log in using the SNS service from the next time onward.

Possible reasons are as follows:

1. You have already accessed the URL and completed the registration.

   Since the URL can be executed only once, an error message may appear if you clicked the URL more than once, etc. Since the registration has been completed after the first click, please try logging in with your registered ID (e-mail address) and password.

2. 24 hours have passed since the completion of temporary registration.

   The URL for this registration is valid for 24 hours, so if more than 24 hours have passed, please start over from the beginning.

3. The URL in the email is not set correctly in the address bar.

   Please copy and paste the URL directly into your browser's address bar to access it.

Please note that the registration is not yet complete with a temporary registration. Please register again from the beginning with a valid email address.

Before using Machi Pass, you need to agree to provide user information (name, date of birth, email address, etc.).

Therefore, if you do not agree to the provision of user information, you will not be able to use the service.

The message "Your User ID or Password is invalid." appears. / I don't know the user ID (email address).

Your user ID for login is the email address you registered. Please try to log in with the email addresses that you might have registered.

If you don't know your user ID, please contact Machi Pass HelpDesk with the user ID (email address) you might have registered and your name.

The message "Your User ID or Password is invalid." appears. / I don't know the password.

You cannot log in because the user ID or the password you entered is wrong.
If you forgot your password, click the link "Forgot your password ?" on the login screen, and enter the user ID (email address) on the screen "Change Password." The URL for changing password will be sent to the entered email address, then click the URL and enter the new password on the screen appears.

"User ID(Email) is not a valid email address. Please confirm it and re-enter." is displayed.

The ID you entered is not in the form of an email address (***@***) and you are unable to log in.
Please make sure that the email address you entered is correct. Please make sure to enter your email address in half-width characters, as this error may occur if you enter full-width characters by mistake.

I can't log in even though my ID and password are correct.

If you are unable to log in or log out, you may be able to operate the site by deleting cookies and cache. Please try the following.

The method for deleting cookies and cache differs depending on the device, browser and version of the device you are using.

For Internet Explorer

For Chrome

For Firefox

For Safari

* Support for Internet Explorer ends in June 2022.

The message "Invalid One Time Password(OTP)." appears.

If you cannot log in with the one-time password you received, the possible reasons are as follows:

1. You may have entered the wrong one-time password. Please check the notification and enter your one-time password again.

2. One minute after the notification of the issuance of a one-time password, it will expire.
   Click the link "Did not get One Time Password(OTP)?", then request the one-time password again.

3. If you fail to perform 2-step verification more than fixed times in a row, you will not be able to log in with 2-step verification.
   Please retry the two-step verification after 30 minutes.

I lost my phone and can't use Google Authenticator

Machi Pass HelpDesk will cancel your 2-step verification settings.
Please inform Machi Pass HelpDesk of your name, ID (e-mail address) and date of birth registered in Machi Pass.

I correctly entered the six-digit security code for two-step verification, but I can't log in.

There are some possible reasons, so try one of the following.

1. Re-enter the most recent one-time password as it may be outdated. The one-time password is updated at regular intervals. The one-time password is constantly updated, so the old one-time password cannot be used. Also, please wait to switch the one-time password then enter the new one, as the one-time password may change when it takes to enter it.

2. Restart Google Authenticator. Please close the application and restart Google Authenticator, as it may not be working properly.

3. To use Google Authenticator to enable the automatic time correction function, the device's time must be set correctly. Please make sure that the automatic time correction setting is on for your device.

[How to set up the automatic time correction function]
iOS：turn on ""Set Automatically"" in ""Settings"" ➝ ""General"" ➝ ""Date & time"" on your device.
Android： turn on "Use time provided by network" in "Settings" ➝ "Date and time" ➝ "Automatic date and time setting" on your device. Next, select the settings in the upper right corner of Google Authenticator (three dots icon) ➝"Settings"➝ "Code time adjustment" ➝ "Sync now".

If your account has been hacked and you cannot log in with your user ID and password, please follow the two steps below.

1. Request a password reset on your own.

   Reset your password by requesting an email for password reset from the password reset form.

2. If you can log in after resetting your password, check to see if your account has been hacked and enhance the security of your account, such as enabling two-step verification.

If your ID and password are entered automatically on the login screen and cannot be changed, log out and disable the auto-complete function (auto display)(*).

* Auto-completion function is a function that allows the browser to remember what you have entered in the past and automatically enter the information when you open the same screen.

* With the Microsoft update, IE will be disabled and unavailable in June 2022.

You can set or cancel automatic login as follows.

*You will need to log in again after a certain period due to an expiration date.

An one-time password is a disposable PIN entered at login with a password to prevent unauthorized login.
The one-time password can be sent by email, displayed in the smartphone app (Google Authenticator), or SMS.

"Get a Machi Pass by linking with your SNS account.create a new accountplease." is displayed.

The SNS account you are trying to log in to is not linked to your Machi Pass account.
If you already have a Machi Pass account, please log in with your user ID and password, then you will be able to log in with the SNS next time.
If you don't have a Machi Pass account, please register a new user ID to be able to log in with the SNS from next time onwards.

When I tried to log in from the website, I could access without authentication. Is this a security problem?

You may have already set up automatic login, or you may have already authenticated through another website.
If you are concerned about this, please log out of Machi Pass and log in through the website again.

Click the "Japanese" icon on the login screen and select "English" to switch the login screen from Japanese to English. You can login in English at this English login screen.

There is no limit to the number of simultaneous logins.

You can return to the login screen with the backward button.

Possible reasons are as follows:

1. 30 minutes have passed since you requested the password reset.

   The URL for the password reset is valid for 30 minutes, so if more than 30 minutes have passed, please request the password reset again.

2. The URL in the email is not set correctly in the address bar.

   Please copy and paste the URL directly into your browser's address bar to access it.

If you check the "Register as a trusted device" checkbox on the one-time password entry screen, you can omit entering the one-time password at the next login with the browser.
If you wish to disable this setting, please contact Machi Pass HelpDesk.

How to log out

Please log out from the "Logout" link in the upper right corner of the page or the "Logout" menu on the home page.

I lost my phone leaving logged in, so I want to log out.

Go to [Auth Policy] - [Sessions], then you can log out of the session on the lost device.
However, even if you are logged out of Machi Pass, each service can be logged in to continuously on your device as long as there is a login session left on the service. In this case, please contact the help desk for each service, as the service needs to be handled separately.

When I left Machi Pass unused after login, I have logged out of it.

If you log out of the service, the Machi Pass side will not be logged out. If you want to log out on the Machi Pass side as well, please log out separately.

When you access Machi Pass again, the logged-in screen will be displayed because the login session remains.

If you wish to delete your account, you have to resign your membership by yourself. Your user ID for login is the email address you registered. Please try to log in with the email addresses that you might have registered.

If you don't know your user ID, please contact Machi Pass HelpDesk with the user ID (email address) you might have registered and your name.

Please note that Machi Pass HelpDesk dose not delete your account.

In iOS 11 and later, "Prevent cross-site tracking" may be turned on (enabled).
If "Prevent cross-site tracking" is turned on, cookies will not remain on Safari.

Since Machi Pass uses cookies, you may not be able to use the service if "Prevent cross-site tracking" is turned on.
The same applies when "Block all cookies" is turned on (enabled).

Please change the settings by referring to the following procedure.

1. iPhone Settings> Safari> Privacy and Security

   "Prevent Cross-Site Tracking" is off (invalid)

2. iPhone Settings> Safari

   "Block All Cookies" is off (invalid)

3. If the above settings 1 and 2 are valid, turn them off (invalid).

   Please set and try logging in again.

If the message "Your account is locked." appears on the screen when you log in, your account is locked due to consecutive incorrect entries of your ID (email address) or password at login.
Please wait 30 minutes for the account to be unlocked automatically.

The lock-out time of the account may be extended to 30 minutes if you try to log in while the account is locked.
For security reasons, Machi Pass HelpDesk will not unlock your account even if you contact us.

If you forgot your password, please follow the steps below to reset your password, and after confirming that your account has been unlocked, please try logging in again with the reset password.

■Password reset procedure

1. Access the Machi Pass login page from the application or browser.

2. Click "Forgot your password ?" at the bottom of the password input box.

3. Enter your user ID (email address) and click the "OK" button.

4. Machi Pass will send you an email to reset your password.
   Click on the URL in the email to access the password reset page.

5. Enter your new password and click the "OK" button.

6. Confirm that the "Password changed successfully." screen is displayed.

7. Make sure that you can log in to Machi Pass.

If you do not receive an email for password reset in step 4, the email address you entered may be different from the one you registered. If you don't know your user ID, please contact Machi Pass HelpDesk with the user ID (email address) you might have registered and your name.

Even if you reset your password while your account is locked, you will not be able to log in with your new password until the account is unlocked.
Please wait 30 minutes for the account to be automatically unlocked before trying to log in.

If you try to log in while your account is locked, the lock-out time may be extended to 30 minutes.
Please wait for a while without trying to log in until the account is unlocked.

At this time, it is not possible to merge multiple accounts into one account or to transfer data between separate accounts.

If you know your user ID and password, please log in to Machi Pass with your registered email address, then change the user ID from [Change email].

If you don't know your user ID, we're sorry that we cannot tell you your user ID, so please register to Machi Pass again with another available email address.

If you don't know your password, please contact Machi Pass HelpDesk with your name, user ID (email address), and date of birth.

By login to Machi Pass directly, you can change and confirm your registration information.

After logging in to Machi Pass, you can change your password from "Change user information".

Please login to the Machi Pass account with the information you wish to change, and change your information from "Change user information". Please note that you cannot make unset your first name, last name, and date of birth.

We are sorry, but we are unable to send you an email notification.

To change your password or attribute information on the "Change user information" screen, you must enter the password you are currently using.

If you forgot your current password, please log out of Machi Pass, click on "Forgot your password ?" and reset your password. After you enter your registered user ID(email address) on the "Change Password" screen, the URL for changing the password will be sent to the entered email address, then click the URL and enter the new password on the screen appears.

I want to change my user ID (email address).

Please log in to the Machi Pass account with the registered (before change) user ID and change your ID from "Change email".

I get an error message that says, "Login ID is in using. Please set email token off at Two Step Verification settings."

Since the current e-mail address has been set up for two-step verification, you will not be able to change it.
Please deactivate the two-step verification and then change your email address again.

Please log in to your Machi Pass account and select the service you wish to delete the consent from "Other services", then delete it.

Please select the SNS account you want to connect to after you log in to MachiPass.

Linkage with Google, Facebook, and Yahoo! Japan is possible.
If you do not have an SNS account that can be linked to MachiPass, please create a new account for each SNS and set up the SNS linkage.

Is possible.
Since one user is linked to one SNS account, it is possible to link multiple SNS accounts for different types of SNS.

Follow the steps below.

1. Log in to Machi Pass with the user ID (email address).

2. From the "Account Linkage" screen in the menu, and click on the button on the right side of the SNS icon you want to unlink to change from "On" to "Off".

Currently, only Google, Facebook and Yahoo! Japan are supported. It cannot be linked with other services.

Currently, only Google, Facebook and Yahoo! Japan are supported. It cannot be linked with other services.

If you have linked your SNS account at the time of registration, you will not be able to cancel or change your account until the registration is complete.
Please unlock or change your SNS account after you complete the registration.

If the problem persists, please try resetting the SNS linkage settings.

1. Log out of the logged-in user ID account.

2. Next, log out from the linked Google account, Facebook account, or Yahoo! Japan account.

3. Log in to the Machi Pass user ID account that you want to link with the external account again.

4. Log in to the Google account, Facebook account, or Yahoo! Japan account to be linked.

Even if you change the registered information of the linked SNS account, the member information of your Machi Pass will not be changed.

Two-step verification is required in one of the following cases.

1. The service requires 2-step verification.

   A high-security service may require 2-step verification at login.

2. The user has enabled 2-step verification.

   2-step verification will be enabled for all logins if the user has enabled 2-step verification in "Auth Policy".

The only 2-step verification methods supported by Machi Pass are email, Google Authenticator or SMS.

Two-step verification was set, but two-step verification is not performed.

The 2-step verification service may not be set to "Use".
Please check "Auth Policy".

I lost the device using the registered email address or canceled the email address, so I cannot log in with 2-step verification.

Machi Pass HelpDesk will deactivate the two-step verification. Please contact Machi Pass HelpDesk with your name, user ID (email address), and date of birth.

※Please note that if you do not register your date of birth properly when you registered to Machi Pass, and we cannot check the date of birth, we do not deactivate the two-step verification.

Google Authenticator is the authentication system by Google.
If you want to use Google Authenticator for 2-step verification, please install the app on your smartphone.

Please refer to the following Google site for installation instructions:
https://support.google.com/accounts/answer/1066447?co=GENIE.Platform%3DAndroid&hl=ja

You can use Google Authenticator, email or SMS

Please note that depending on your Google Authenticator, you may need to reconfigure the target device. Please follow this procedure if you are using Google Authenticator:
https://support.google.com/accounts/answer/1066447?co=GENIE.Platform%3DAndroid&hl=ja

Follow the steps below to cancel the token:

1. Go to [Auth Policy] - [Two-Step Verification Settings] in the menu.

2. Change the Google Authenticator setting to "Off"

Follow the steps below to cancel the token.

1. Go to [Auth Policy] - [Two-Step Verification Settings] in the menu.

2. Change the mail setting to "Off".

Follow the steps below to cancel the token.

1. Go to [Auth Policy] - [Two-Step Verification Settings] in the menu.

2. Change the SMS setting to "Off".

Your login history does not have a retention period. Your entire log-in history is displayed after you create a new Machi Pass.

At this time, you can only view your past login history on this screen and there is no function to clear your login history or delete your login history.

Take the following measures to prevent unauthorized access.

1. Change your password

   Please change the password to one with sufficient strength from [Change user information]. Setting the password with sufficient strength might cause prevention subsequent unauthorized access.

2. Enable 2-step verification

   Enabling two-step verification might cause the prevention of unauthorized access by a third party when your ID or password is leaked.

The password policy of Machi Pass has the following settings.

• At least one capital letter(A-Z)

• At least one lowercase letter(a-z)

• At least one number(0-9)

• At least one of the following symbols(~!@#$%^&*_-+=`|\(){}[]:;""'<>,.?/)

• 10 characters or more

To strengthen security, we applied a new policy on October 5, 2022.
For users who have registered for Machi Pass before October 5, 2022, please change your password as soon as possible.
Thank you for your understanding to continue to use the service more safely in the future.

After logging in to Machi Pass, please do the procedure in [Auth Policy] - [2-step verification settings].

If you have checked "Register as trusted device" for 2-step verification with your browser, 2-step verification will not be carried out for a month.

Some services may require 2-step verification when you log in. Please set up 2-step verification and issue a one-time password.

You cannot set "Register as a trusted device" in "Two-Step Verification Settings".
Please set in the login screen after setting up the two-step verification.

The website requires a two-step verification process when you log in.
Please enter your one-time password and complete your login.

After logging in to Machi Pass, please do the procedure in [Auth Policy] - [2-step verification settings].

To display the one-time password setting screen, it is necessary to set to turn on the two-step verification service from [Auth Policy] in the menu as the first setting.

1. Activate the [Two-Step Verification Service] by clicking the [Use] button.

2. On the [Two-Step Verification Settings] screen, you can select the setting of Google Authenticator, email, or SMS.

To protect your account, we recommend that you use the following tips.

• Use a complex, unique password for your Common Authority user ID account that is difficult to guess.

• Use a password that is hard to guess (don't use that password on other websites).

• Use 2-step verification for added security.

By using external account linkage, you can use your Google or Facebook account to log in to the Mitsubishi Estate Group's services with your usual Google or Facebook account, which will improve your login convenience. In addition, by using two-step verification, you can reduce the possibility of unauthorized logins by a third party.

The one-time password is added to the Machi Pass login authentication system to prevent unauthorized logins from a third party.
The one-time password is a disposable password that can be used only once.
You can get a one-time password via email or Google Authenticator or SMS.

To use two-step verification, please go to [Auth Policy] - [Two-Step Verification Settings] on Machi Pass and follow the instructions on the screen.

If you have enabled 2-step verification service, you will be asked to set up 2-step verification immediately after you log in.

"Security Information email" is a function that notifies you of login date and time and other information via email when you successfully log in with your Machi Pass account.
You can confirm whether your Machi Pass is used illegally by a third party via email.

The email will be sent in the following cases.

• There is accessed from the device, browser, or provider which has never been used before.

• There is access from another country compared to the previous login, or the login location is very far though the time interval between the previous login and this login is short.

However, you will not be notified of the login with the one-time password.

Deleted user information cannot be recovered.

For security reasons, we recommend registering one user ID per person. Please do not register and hold multiple Machi Pass accounts per person in principle.

Machi Pass is an ID that can be used for login to various web services and mobile applications provided by the Mitsubishi Estate Group. You can log in to multiple services with one Machi Pass ID.

There are no membership fees or annual fees.

It is available 24 hours a day, 365 days a year.

*Several times a year, the service may be temporarily unavailable due to system maintenance.

The Terms of Service can be found at the following link.
Terms of service

We recommend Google's Chrome browser.
If the screen is not normal when you use another browser, please try to log in again using the Chrome browser.

You can use Machi Pass from your smartphone.

You can check information or operate in each menu like the following.

1. User information

   You can refer to the registered member information.

2. Change email

   You can change the email address registered as your user ID.

3. Change user information

   You can change the member information.

4. Other services

   You can check the list of services linked to Machi Pass, and you can also cancel the link.

5. Account Linkage

   You can register or cancel the linkage of the SNS account used for SNS login.

6. Auth Policy

   You can set up the 2-step verification service and manage the login session.

7. Login history

   You can refer to the history of past logins and authentications.

8. Logout

   You can log out of Machi Pass.

The information will be sent to the email address you registered as your user ID (email address).

It may not be displayed correctly depending on the email software you are using and other usage environments.

English is available.

You can switch to English by clicking the "Japanese" button in the upper right corner of the screen.
Similarly, you can switch to Japanese by clicking the "English" button in the upper right corner of the screen when the screen is displayed in English.

You can change to the "Japanese" screen by clicking the "English" button on the top right of the screen and selecting "Japanese".

You can navigate to each screen on [User information]. Please move to [User information] screen first, and then move to the desired screen.

After logging in to Machi Pass, please click "Help" on the upper right and proceed to "Close the account".

Your registration information will be deleted. Even if you re-register with the same email address, you will not be able to recover your registration information.

We apologize for the inconvenience, but if you wish to use the Machi Pass again, please register as a new user again.

• If you would like to contact us by email, please use the following link.
  Attention
  If you use an email address provided by a mobile carrier (docomo, au, etc.), you may not be able to receive emails from Machi Pass HelpDesk due to rejecting reception settings.
  Please make sure that you can receive emails from the domain "@mec.co.jp" in your settings, and then contact us.
  Machi Pass HelpDesk