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Notice of change of operating hours and inquiries for Shinsei PowerCall (call center) due to Coronavirus.

Customers are currently experiencing long hold times due to the significantly reduced number of operators at our call center as part of an effort to curb the spread of a novel coronavirus (COVID-19), however from June 15, 2020 we will be able to provide most services again as normal between 8:00 to 17:00 on weekdays.

Please note that between 17:00 to 8:00 the next morning on weekdays and all day on weekends and national holidays, operator assistance will only be for urgent inquiries such as reporting the loss of your cash card or financial fraud.
We ask our customers to use the "Inquires by Web Form (email)" for general inquiries. Depending on your inquiry, you may also be able to resolve the matter by viewing our Frequently Asked Questions or via Power Direct (Internet Banking).

We are continuing to consider the management of Shinsei PowerCall (call center), please note that the services may be changed to reduced again in some cases.
Please check the list below for call center operating hours and available services.

We apologize for the inconvenience to our customers in the meantime, and we appreciate your understanding and cooperation.

Inquires by Web Form (email)

We apologize, but we are currently experiencing high call volume. Please use the "WEB consultation form" for the following procedures. Please enter your inquiry on to the dedicated form and we will respond to your request by e-mail or by telephone.


  • œChange the transfer limit of Internet banking to more than 2 million yen
  • œUnregister for Internet banking Smartphone authentication
  • œReissuing 4digit PIN code
  • œOther general inquiries
  • ¦For more details, please check the actual input form.

  • ¡Asking questions by Web Form (email)
  • ‚P. If you cannot find your question on the list "What is your question?" Please choose "others"
  • ‚Q. Enter information into the required fields. Depending on the inquiry, we may contact you directly by telephone.
  • ‚R. After entering the necessary information, click on "Send"
  • ¦We will reply to your inquiry by 17:00 on the following business day. Please note, depending on your inquiry or situation, it may take a few days to reply.

Business hours and available assistance at our call center

Telephone Number Operation hours Days Inquiries
0120-456-022
(English Assistancej
(‡@Weekdays 8:00 ` 17:00)
Operating as usual.

(‡AWeekdays 17:00 ` 8:00, Satuday, Sunday and Holiday)
Services are limited shown to the right.
365 days
¦Services are limited as shown to the right.
  • ‡@Weekdays 8:00 ` 17:00
    Operating as usual. Please click here for the detail.
  • ‡AWeekdays 17:00 ` 8:00, Satuday, Sunday and Holiday
    Operator assistance is only for urgent inquiries such as reporting the loss of your cash card or financial fraud.
  • <Notice>
    ¦Please call us if you urgently need to change your transfer limit to more than 2 million yen after 17:00.
    ¦We may use an interpreter service for English assistance.
0120-456-858
iFor only Internet Bankingj
iAutomated Voice Systemj0120-301-231 24 hours 365 days Unlock Internet banking password
iAutomated Voice Systemj0120-456-272 24 hours 365 days Change 4 digit PIN code
¦Operator assistance not available
iAutomated Voice Systemj0120-456-507 24 hours 365 days Buy and Sell of foreign currency
¦Operator assistance not available

¦Please note the operating hours and inquiries is subject to change according to the situation.

Frequently Asked Questions During the Coronavirus Infection Prevention

No. Q How to inquire A
1 How can I increase my transfer limit to more than 2 million yen via Internet banking? Inquiries by Web Form (email) Please make a request via our Web Form (email).
We will contact you at the phone number you entered on the form by the following business day to process your request.
Please note that you will need your account number and PIN when we call you.
We only can accept requests from the account holder.
2 How can I reissue my PIN? Inquiries by Web Form (email) Please make a request via our Web Form (email).
We will contact you at the phone number you entered on the form by the following business day to process your request.
If your home address has not changed, you will receive your new PIN by non-forwardable registered postal mail in approximately 7-10 days.
Please note that you will need your account number and PIN when we call you.
3 How can I unregister from the smartphone authentication service? Inquiries by Web Form (email) Please make a request via our Web Form (email).
We will contact you at the phone number you entered on the form by the following business day to process your request.
Please note that you will need your account number and PIN when we call you.
4 How can I reissue Cash Card? Procedure Request Form Please use the Procedure Request Form.
If your home address has not changed, you will receive your new Cash Card by non-forwardable registered postal mail in approximately 7-10 days.
¦Currently, we are unable to accept requests to reissue a cash card via our call center as we are currently reducing the number of operators as a measure to prevent the spread of novel coronavirus infections.
5 Why are you still limiting call center services even after the state of emergency declaration has been lifted? - Even though the state of emergency declaration has been lifted, there is still a risk of a second wave of infections. We are carefully monitoring the situation and are preparing to provide a level of service that is satisfactory to our customers as soon as possible. We appreciate your understanding and cooperation.
¦Notice¦
The above "Frequently Asked Questions" are temporary in relation to measures to prevent the spread of novel coronavirus infections, and may change depending on the situation.
Thank you for your understanding and cooperation.

Procedures via Internet Banking

You can check your balance and make transactions below online.
¦Some procedures are available only in Japanese.

Procedures Available via Internet Banking
Balance inquiries/Account activity inquiries
Fund Transfers/Change of Limits
Confirm/Change personal information
Yen deposit transactions
Foreign Currency deposit transactions
Structured deposit transactions
Mutual Fund transactions
Bond (Financial Intermediaries products) transactions
Mortgage transactions

Procedure Request Form

Please use this form for requests listed below.

EAccount closure for accounts with 0 balance
EReissuance of cash cards (damaged cash cards )
ECash Cards for lost or stolen cards Re-issue
ESecurity Code Card Re-issue
EStatement Re-issue

Please click here for questions regarding Procedure Request Form

Please click here for questions regarding Procedure Request Form

June, 2020
SHINSEI BANK

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