Search from Frequently Asked Questions

Perfect choice for you!
- If you already know what you want to ask
- If you want to have your questions answered quickly
Frequently Asked Questions
Using the Procedure Request Form
The following requests are available with the Procedure Request Form
- Reissue cash card, etc..
- ※If your cash card is lost/stolen, please contact Chat service or Shinsei PowerCall to stop your cash card
Ask Questions by Chat
We can assist you with the following questions by Chat
- How to open your account
- Questions regarding change of address or personal details
- Shinsei Step Up Program
- About incoming international transfers
- About GAICA Flex Prepaid Card
- ※This service is only available for individual customers
- ※We will not be able to comply with requests for transactions/confirming or changing personal details /confirming customer's account details.

Perfect choice for you!

- For customers who would like to ask questions without calling
- Contact us at your own leisure
- Contact us when you can't call us by telephone
- ※When you click on the tab, the Chat page will open and a operator will assist you
- ※Business Hours: 【Weekdays】 8:30 a.m. - 5:30 p.m.
*except bank holidays during year-end/new year (12/31 - 1/3)

Perfect choice for you!

- For customers who would like to ask questions without calling
- Contact us at your own leisure
- Contact us when you can't call us by telephone
We currently do not offer Live Chat during this time.
Please contact us during business hours.
- ※When you click on the tab, the Chat page will open and a operator will assist you
- ※Business Hours: 【Weekdays】 8:30 a.m. - 5:30 p.m.
*except bank holidays during year-end/new year (12/31 - 1/3)
Ask Questions by WebForm (Email)
Automated voice system
- Click here for inquiries via Chat service (Weekdays 8: 30-17: 30)
Please keep you cash card and PIN code handy when you call.
For customer verification we will confirm your account number, 4-digit PIN code, and birth date (mmdd).
PowerDirect password reset
Toll-free 0120-301-2310120-301-231
[24hrs/365days]
Push *77 for English Speaking Operator
PIN change
Toll-free 0120-456-2720120-456-272
[24hrs/365days]
Push *77 for English Speaking Operator
Foreign currency buying and selling
Toll-free 0120-456-5070120-456-507
[24hrs/365days]
Push *77 for English Speaking Operator
Opening an account
Toll-free 0120-456-8600120-456-860
[Weekdays and Saturdays 8:30 a.m. - 5:30 p.m.]
*except bank holidays during year-end/new year (12/31 - 1/3)
Push *77 for English Speaking Operator
From overseas: +81 3 5954-7530
(Not toll-free)
For PowerFlex account holder
Toll-free 0120-456-0220120-456-022
[Weekdays and Saturdays 8:30 a.m. - 5:30 p.m.]
*except bank holidays during year-end/new year (12/31 - 1/3)
Report on Cash Card loss or Financial fraud[24hrs/365days]
Inquiries about internet Banking[24hrs/365days]
From the US and Canada: 1-866-744-67341-866-744-6734
(Toll-free*)
From foreign countries other than the USA and Canada
From overseas: +81 3 5954-7763
(Not toll-free)
Home mortgages
Toll-free 0120-456-5150120-456-515
[Weekdays* 9AM - 5PM]
* except bank holidays during year-end/new year (12/31 - 1/3)
Goremit Overseas Remittance Service
Toll-free 0120-227-5030120-227-503
[Weekdays 9AM - 5PM]
*except bank holidays during year-end/new year (12/31 - 1/3)
- * Phone charges may apply. For details, please contact your phone service provider. Global roaming charges may apply for international calls made from your Japanese mobile phone. If you are using a pulse tone telephone, please switch to touch tone by pressing the [tone] button or the star button after being connected. Can be accessed from mobile phones. There will be a call charge for overseas users.
Some of our financial products are subject to risk, including possible loss of the principal amount invested. Before purchasing any of our financial products please ensure you carefully read and understand the relevant product description in Japanese. The product description provides details of the risks, fees, and charges etc. that each product entails.
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