Scan&Go Frequently Asked QuestionsWhat kind of app is the Scan&Go app?
It is an application that allows you to shop smoothly without waiting at the cash register by scanning the barcode of the product and making a payment with the credit card (or PayPay) registered in the application.
How can I download the app?
Search Scan&Go in various app stores and download it.
Alternatively, please download from the QR code on the leaflet distributed in the store.
iPhone users → App Store
Android users → Google Play Store
You can go to the app store by clicking the link button described in the "Recommended operating environment" section.
Alternatively, please download from the QR code on the leaflet distributed in the store.
iPhone users → App Store
Android users → Google Play Store
You can go to the app store by clicking the link button described in the "Recommended operating environment" section.
Recommended operating environment
To use the Scan&Go app, you need a device (smartphone subscription) that can receive SMS verification codes. Also, a communication network such as 4G/LTE or Wi-Fi is required for use. Please use within a communication range.
Check the recommended operating environment on the following site.
If you do not meet the recommended system requirements, you will not be able to update the app to the latest version.
Also, the app may not work properly on operating systems that do not meet the recommended operating environment.
Please note that we support the latest OS up to 2 generations before the latest version.
To use all functions, please update to an OS that meets or exceeds the recommended system requirements.
Check the recommended operating environment on the following site.
If you do not meet the recommended system requirements, you will not be able to update the app to the latest version.
Also, the app may not work properly on operating systems that do not meet the recommended operating environment.
Please note that we support the latest OS up to 2 generations before the latest version.
To use all functions, please update to an OS that meets or exceeds the recommended system requirements.
In which stores can I use it at?
Please check the store page where the app can be used .
How do I earn Ignica Points?
You can earn 1 point (Ignica point) for every 100 yen (excluding tax) you spend on the app.
You can use the accumulated points as payment for your next purchase.
Some products are not eligible for point accumulation.
*The points granted, the rate of grant, and the products that are not eligible for points may differ depending on the service provider.
Please check at the store or contact them separately.
You can use the accumulated points as payment for your next purchase.
Some products are not eligible for point accumulation.
*The points granted, the rate of grant, and the products that are not eligible for points may differ depending on the service provider.
Please check at the store or contact them separately.
I can not register
Please check the following for each item you have entered.
・E-mail address: Only half-width characters are valid. *Caution: There are cases where "@" cannot be registered as a full-width character.
・Password: Please create a password with at least 8 characters, which is a combination of 3 types of alphabets (upper case), alphabets (lower case), numbers, and symbols.
If the above method does not solve the problem, contact the Ignica App Call Center at 0120-065-723 (operating hours: 9:00-21:00).
・E-mail address: Only half-width characters are valid. *Caution: There are cases where "@" cannot be registered as a full-width character.
・Password: Please create a password with at least 8 characters, which is a combination of 3 types of alphabets (upper case), alphabets (lower case), numbers, and symbols.
If the above method does not solve the problem, contact the Ignica App Call Center at 0120-065-723 (operating hours: 9:00-21:00).
I have not received an SMS email (authentication code).
We will verify your identity, so please make a copy of the following information and contact the
Ignica App Call Center "0120-065-723 (operating hours: 9:00 to 21:00)".
①E-mail address at the time of registration
②Account name (name at the time of registration)
③Mobile phone number at the time of registration
Ignica App Call Center "0120-065-723 (operating hours: 9:00 to 21:00)".
①E-mail address at the time of registration
②Account name (name at the time of registration)
③Mobile phone number at the time of registration
I cannot create a password.
Make sure that the information you have entered meets the following conditions.
Password setting conditions: 8 or more characters that combine 3 types of alphabets (uppercase), alphabets (lowercase), numbers, and symbols
Password setting conditions: 8 or more characters that combine 3 types of alphabets (uppercase), alphabets (lowercase), numbers, and symbols
I cannot register my card information.
Please check the following for each item you have entered.
・Card number: 16 digits (4 digits x 4) on the front of the card
・Expiration date: The 00/00 number on the front of the card
・Security code: 3 digits on the back of the card
・Cardholder: Alphabetical characters on the front side of the card.
If the above method does not solve the problem, contact the Ignica App Call Center at 0120-065-723 (operating hours: 9:00-21:00).
・Card number: 16 digits (4 digits x 4) on the front of the card
・Expiration date: The 00/00 number on the front of the card
・Security code: 3 digits on the back of the card
・Cardholder: Alphabetical characters on the front side of the card.
If the above method does not solve the problem, contact the Ignica App Call Center at 0120-065-723 (operating hours: 9:00-21:00).
I cannot register my card information. (if password is required)
You may be required to enter your password when registering your credit card.
Since this is your personal information, we are unable to confirm your password for security reasons. We are sorry, but please contact your credit card company by yourself.
Since this is your personal information, we are unable to confirm your password for security reasons. We are sorry, but please contact your credit card company by yourself.
I cannot register my card information (if an error code is displayed)
■ Error code: 2000
The "2000" error code is issued by your credit card company when you register your credit card information. For security reasons, we are unable to confirm the content of the error since it contains the customer's personal information. We apologize for the inconvenience, but we ask that you contact your credit card company directly.
■ Error Code: 2002
The "2002" error when registering a credit card may appear if there is an error in the card number entered during registration. We apologize for the inconvenience, please check the card number and try to register again.
■ Error Code: 2003
The "2003" error may appear when you are registering a credit card if the expiration date of the card you have entered is incorrect. We apologize for the inconvenience, please check the expiration date and try registering again.
■ Error Code: 2005
The "2005" error may appear during credit card registration if an error occurs during the 3D Secure authentication process. We apologize for the inconvenience, but please check if your card is compatible with 3D Secure authentication and try to register again. *Please contact your credit card company directly for 3D Secure authentication.
■ In the case of an error code other than the above
We will need to investigate the credit card information you entered. Please contact us using the inquiry form at the bottom of this page. When you contact us, please include the following information in your message to help us verify your identity.
①Error code:
②Smartphone model: (e.g. iPhone7, Android SO-01J)
③Smartphone OS version: (e.g. iOS 12.5.1, 8.0)
④Login ID (e-mail address at the time of registration): (e.g., iPhone7, Android SO-01J)
⑤Phone number when SMS authentication was performed:
⑥Card type you plan to register: (e.g., card type, card number, etc.)
The "2000" error code is issued by your credit card company when you register your credit card information. For security reasons, we are unable to confirm the content of the error since it contains the customer's personal information. We apologize for the inconvenience, but we ask that you contact your credit card company directly.
■ Error Code: 2002
The "2002" error when registering a credit card may appear if there is an error in the card number entered during registration. We apologize for the inconvenience, please check the card number and try to register again.
■ Error Code: 2003
The "2003" error may appear when you are registering a credit card if the expiration date of the card you have entered is incorrect. We apologize for the inconvenience, please check the expiration date and try registering again.
■ Error Code: 2005
The "2005" error may appear during credit card registration if an error occurs during the 3D Secure authentication process. We apologize for the inconvenience, but please check if your card is compatible with 3D Secure authentication and try to register again. *Please contact your credit card company directly for 3D Secure authentication.
■ In the case of an error code other than the above
We will need to investigate the credit card information you entered. Please contact us using the inquiry form at the bottom of this page. When you contact us, please include the following information in your message to help us verify your identity.
①Error code:
②Smartphone model: (e.g. iPhone7, Android SO-01J)
③Smartphone OS version: (e.g. iOS 12.5.1, 8.0)
④Login ID (e-mail address at the time of registration): (e.g., iPhone7, Android SO-01J)
⑤Phone number when SMS authentication was performed:
⑥Card type you plan to register: (e.g., card type, card number, etc.)
I cannot check in at the store I want to use.
You can check in by doing the following after logging in to this app.
・Select the blue button that says [Checkin] and touch the name of the store displayed.
・[QR ・Select the orange button that says [QR Checkin] and read the QR code of the store.
※ The check-in method differs depending on the store.
・Select the blue button that says [Checkin] and touch the name of the store displayed.
・[QR ・Select the orange button that says [QR Checkin] and read the QR code of the store.
※ The check-in method differs depending on the store.
I don't see the check-in button.
The check-in button will appear when you set permissions to the app or enable location services on your smartphone.
How can I scan products without barcodes?
Scan the barcode for bulk items located near the item to add it to your cart. ※ *If you do not see the barcode near the product, please contact our store staff.
Can I delete an item after scanning and added to the cart
Items can be deleted from the cart by following the steps below.
① Slide the display of the product name added to the cart from right to left with your finger.
② Select the [Delete] button displayed, to delete the item from the cart.
① Slide the display of the product name added to the cart from right to left with your finger.
② Select the [Delete] button displayed, to delete the item from the cart.
How can PayPay be used?
Unlike credit cards, PayPay does not require registration within this app. ※It is not required, but it will be smoother if you install the PayPay app beforehand. Please select [PayPay] when you choose the payment method after tapping
the [Buy] button. The PayPay app will automatically launch, and you can then follow the on-screen instructions to make your payment. ※ Available payment methods may differ depending on the service provider. Please check at the
storefront of each business or contact them separately.
How can I check the discounted price for multiple purchases?
The discount will be displayed as "Collective Discount" on the purchase screen. (The discount is not reflected in the product selling price on the screen immediately after scanning.)
Can I get a receipt?
① Start Scan&Go and log in
② Select [≡] (three lines mark) at the top right of the screen
③ Select [Hello Mr. xxx] button
④ Select the purchase history which you want to issue a receipt from the screen where your registered "Name" and "Usage history" are displayed.
※If you do not see the item for which you want to issue a receipt in the "Order History", you can select it from the list by touching the "History List".
⑤ Click "Send receipt (or invoice) by email" displayed next to [Order history details]
⑥ Input your e-mail address which you can receive e-mail, and click "Send e-mail".
※Only when you send an email for the first time, you will need to confirm the validity of your email address by using an authentication code.
a. [Operation with Scan&Go]:
Confirm the email address you entered and touch [Send Email] when the message "*Your email address needs to be validated" is displayed.
b. [Operation in the Mail application]: Confirm the mail containing the verification code.
c. [Operation in Scan&Go]: Check the application and touch the area where "Authentication code" is displayed, and enter the "Authentication code (6 digits)" received by e-mail.
d. After inputting the authentication code, click "Send receipt by e-mail".
⑦ You will receive an email with a pdf file of the receipt attached from "info@ignica.com".
If you have spam filters set, please change the settings so that you can receive emails from the above address.
② Select [≡] (three lines mark) at the top right of the screen
③ Select [Hello Mr. xxx] button
④ Select the purchase history which you want to issue a receipt from the screen where your registered "Name" and "Usage history" are displayed.
※If you do not see the item for which you want to issue a receipt in the "Order History", you can select it from the list by touching the "History List".
⑤ Click "Send receipt (or invoice) by email" displayed next to [Order history details]
⑥ Input your e-mail address which you can receive e-mail, and click "Send e-mail".
※Only when you send an email for the first time, you will need to confirm the validity of your email address by using an authentication code.
a. [Operation with Scan&Go]:
Confirm the email address you entered and touch [Send Email] when the message "*Your email address needs to be validated" is displayed.
b. [Operation in the Mail application]: Confirm the mail containing the verification code.
c. [Operation in Scan&Go]: Check the application and touch the area where "Authentication code" is displayed, and enter the "Authentication code (6 digits)" received by e-mail.
d. After inputting the authentication code, click "Send receipt by e-mail".
⑦ You will receive an email with a pdf file of the receipt attached from "info@ignica.com".
If you have spam filters set, please change the settings so that you can receive emails from the above address.
How can I use the accumulated points?
The points accumulated in the app can be used for shopping in the app in the following ways.
① Scan the product and select the [Checkout] button
② Select the [Purchase] button
③ Select [Use] displayed on the right side of the point balance
④ (If you choose partial payment with points) Enter the number of points in the "Use points" box.
(If you want to pay the whole amount with points) Select "Pay all with points".
⑤ Select "Confirm".
⑥ Check that the amount of points used is displayed next to "Use Points" and proceed to the payment procedure.
① Scan the product and select the [Checkout] button
② Select the [Purchase] button
③ Select [Use] displayed on the right side of the point balance
④ (If you choose partial payment with points) Enter the number of points in the "Use points" box.
(If you want to pay the whole amount with points) Select "Pay all with points".
⑤ Select "Confirm".
⑥ Check that the amount of points used is displayed next to "Use Points" and proceed to the payment procedure.
Do Ignica points have an expiration date?
One year from the last purchase date* using the app.
Example: If the last date of use is April 1, 2020 → Points will be lost on April 1, 2021.
All points granted to the account at the time of expiration will be lost.
Example: If the last date of use is April 1, 2020 → Points will be lost on April 1, 2021.
All points granted to the account at the time of expiration will be lost.
What are Digital Coupons?
This is a point coupon distributed through the Scan&Go app and can be used at checkout with the Scan&Go app. The basic point is 1 point for every 100 yen (excluding tax). The point increase by using the coupon is N times this
base point or an additional fixed amount of points (e.g. 100 points, etc.).
How can I use digital coupons?
After select the "Buy" button, touch the "Redeem" button on the right side of the "Coupon" button to display the available coupons. Select the "Redeem" button on the right side of the coupon to display the coupons that can be used.
Select "Use this coupon" and then "Confirm" to return to the checkout screen, and the number of coupons used and points to be given will be displayed. After confirming the details, please continue with the payment.
When and what kind of digital coupons will be distributed?
The contents and timing of the digital coupons are different for each company. Please check the list of available coupons after you check in on the app. (Ver. 2.2.0 or later)
Can I use multiple coupons at the same time?
Some coupons can be used at the same time. Some coupons can also be used in conjunction with other point-doubling offers. *Please check the coupon for details.
If I pay the full amount (excluding tax) with points, will the points for the coupon be given?
Yes, coupon points will be awarded based on the payment amount (excluding tax).
What are the "Date of Birth", "Gender", and "Presence of Parenting Support Card" on the coupon information setting screen used for?
This information is used for coupons that we issue.
Registration is optional.
Registration is optional.
After purchasing the product on the app, I left without scanning the QR code. Is the checkout completed?
If your purchase information for the day has been added to your purchase history, your payment has been completed. Next time you visit the store, please go to My Page, display the QR code from your previous purchase history, and scan
it.
I want to change my login ID (email address).
You can change it by yourself. Please follow the steps below to change.
① Start [Scan&Go] and log in.
② Tap [≡] (three lines mark) on the upper right of the screen.
③ Select the [Settings (gear mark)] button at the bottom of the screen where [Hello 00-san] is displayed.
④ Select [E-mail address].
⑤ The currently registered e-mail address (login ID) will be displayed.
⑥ Select [New E-mail Address], enter the address you want to change, and then touch [Save].
① Start [Scan&Go] and log in.
② Tap [≡] (three lines mark) on the upper right of the screen.
③ Select the [Settings (gear mark)] button at the bottom of the screen where [Hello 00-san] is displayed.
④ Select [E-mail address].
⑤ The currently registered e-mail address (login ID) will be displayed.
⑥ Select [New E-mail Address], enter the address you want to change, and then touch [Save].
I want to change my password
You can change it by yourself. Please follow the steps below to change.
① Start [Scan&Go] and log in
② Tap [≡] (three lines mark) at the top right of the screen
③ [Settings (gear mark)] at the bottom of the screen where [Hello Mr. 〇〇] is displayed Touch the button.
④ Touch [Password]
⑤ Enter "Current Password", "New Password", and "New Password (Confirmation)", and select [Save].
① Start [Scan&Go] and log in
② Tap [≡] (three lines mark) at the top right of the screen
③ [Settings (gear mark)] at the bottom of the screen where [Hello Mr. 〇〇] is displayed Touch the button.
④ Touch [Password]
⑤ Enter "Current Password", "New Password", and "New Password (Confirmation)", and select [Save].
I want to change my registered credit card information to another credit card.
You can change it by yourself. Please follow the steps below to change.
① Start [Scan&Go] and log in
② Tap [≡] (three lines mark) at the top right of the screen
③ [Settings (gear mark)] at the bottom of the screen where [Hello Mr. 〇〇] is displayed Touch the button
④ Select "Register/Change Card Information"
⑤ Select the service you wish to register in [Scan&Go] After confirming, touch [Change].
⑥ Please touch [Change] after confirming the "Registration date and time" displayed in the supermarket where the card is registered.
⑦ Select [Register New] next to "Card to be used at (supermarket name)"
⑧ Select [Continue] when the browser starts up
⑨ Follow the displayed information and change Please enter your credit card information.
⑩ If the "Registration Date and Time" has been changed from the "Registration Date and Time" displayed in step ⑤after entering your card information, your registration is complete.
① Start [Scan&Go] and log in
② Tap [≡] (three lines mark) at the top right of the screen
③ [Settings (gear mark)] at the bottom of the screen where [Hello Mr. 〇〇] is displayed Touch the button
④ Select "Register/Change Card Information"
⑤ Select the service you wish to register in [Scan&Go] After confirming, touch [Change].
⑥ Please touch [Change] after confirming the "Registration date and time" displayed in the supermarket where the card is registered.
⑦ Select [Register New] next to "Card to be used at (supermarket name)"
⑧ Select [Continue] when the browser starts up
⑨ Follow the displayed information and change Please enter your credit card information.
⑩ If the "Registration Date and Time" has been changed from the "Registration Date and Time" displayed in step ⑤after entering your card information, your registration is complete.
Can I transfer my account?
If you change your phone without changing your phone number, you can use the service without transferring your account by logging in with your registered login ID (email address) and password.
If your phone number is also changed, you will need to issue a "Transfer ID".
Please follow the instructions below to issue a "Transfer ID" and "Transfer Password" and transfer your account.
・Operations on the smartphone before changing device
① Launch [Scan&Go] and log in
② Tap [≡] (three lines) on the top right of the screen
③ Touch the [Settings (gear mark)] button at the bottom of the screen where [Hello Mr. 〇〇] is displayed.
④ Slide down the screen and tap [Account transfer due to model change] under Application settings
⑤ Enter any password for transfer and click [ Tap the Next] button.
⑥ A transfer ID will be issued, so please make a copy of the screen etc.
・Operations on the smartphone after changing device
⑦ Download and launch [Scan&Go]. .
⑧ Tap [Login with existing account] on the login screen.
⑨ Tap [Account transfer due to model change] at the bottom of the screen.
⑩ Enter the "Transfer ID" and "Password for transfer" issued in ⑥, and touch [Next].
⑪ Enter the registered phone number and perform "personal authentication"
⑫ Enter the received authentication code and tap [Authenticate]
⑬ The home screen will be displayed . handover is complete
If it is difficult to receive the verification code because the previous phone number has already been cancelled. We will give you the verification code in via phone.
Please contact the Ignica App Call Center "0120-065-723 (reception hours: 9:00 to 21:00)".
If your phone number is also changed, you will need to issue a "Transfer ID".
Please follow the instructions below to issue a "Transfer ID" and "Transfer Password" and transfer your account.
・Operations on the smartphone before changing device
① Launch [Scan&Go] and log in
② Tap [≡] (three lines) on the top right of the screen
③ Touch the [Settings (gear mark)] button at the bottom of the screen where [Hello Mr. 〇〇] is displayed.
④ Slide down the screen and tap [Account transfer due to model change] under Application settings
⑤ Enter any password for transfer and click [ Tap the Next] button.
⑥ A transfer ID will be issued, so please make a copy of the screen etc.
・Operations on the smartphone after changing device
⑦ Download and launch [Scan&Go]. .
⑧ Tap [Login with existing account] on the login screen.
⑨ Tap [Account transfer due to model change] at the bottom of the screen.
⑩ Enter the "Transfer ID" and "Password for transfer" issued in ⑥, and touch [Next].
⑪ Enter the registered phone number and perform "personal authentication"
⑫ Enter the received authentication code and tap [Authenticate]
⑬ The home screen will be displayed . handover is complete
If it is difficult to receive the verification code because the previous phone number has already been cancelled. We will give you the verification code in via phone.
Please contact the Ignica App Call Center "0120-065-723 (reception hours: 9:00 to 21:00)".
I forgot my login ID.
Your login ID is the email address you entered when you first registered.
If you know the email address, please try logging in from [Login with existing account].
If you have forgotten your login ID,
please contact us using the inquiry form at the bottom of the page.
At that time, please include the following information in the letter so that we can verify your identity.
① E-mail address that you remember
② Your registered name
③ Account ID (Please let us know the QR code of your purchase history or the number displayed under the receipt).
If you know the email address, please try logging in from [Login with existing account].
If you have forgotten your login ID,
please contact us using the inquiry form at the bottom of the page.
At that time, please include the following information in the letter so that we can verify your identity.
① E-mail address that you remember
② Your registered name
③ Account ID (Please let us know the QR code of your purchase history or the number displayed under the receipt).
I forgot my password.
You can reset your password by yourself. Please change it by following the steps below.
① Start Scan&Go.
② Select [Login with existing account].
③ Select [Click here if you forgot your password].
④ Enter your email address (login ID) and touch [Send email].
⑤ Enter the "authentication code" included in the email sent to you and touch [Authenticate].
⑥ Enter a new password and touch [Save].
⑦ The password will be updated, enter your "login ID (email address)" and "password" and select [Login].
① Start Scan&Go.
② Select [Login with existing account].
③ Select [Click here if you forgot your password].
④ Enter your email address (login ID) and touch [Send email].
⑤ Enter the "authentication code" included in the email sent to you and touch [Authenticate].
⑥ Enter a new password and touch [Save].
⑦ The password will be updated, enter your "login ID (email address)" and "password" and select [Login].
I want to cancel my membership or delete my account information
You can unsubscribe by yourself. Please follow the procedure below.
① Start [Scan&Go] and log in
② Select [≡] (three lines mark) at the top right of the screen
③ [Settings (gear mark)] at the bottom of the screen where [Hello Mr. 〇〇] is displayed Select the button
④ Select [Withdrawal procedure]
⑤ After confirming the notes on the withdrawal procedure screen, select the [Withdrawal] button at the bottom of the screen
⑥ Withdrawal final confirmation screen Are you sure?), then select the [OK] button
⑦ Complete the withdrawal procedure (you will be logged out and returned to the home screen)
If you are unable to cancel your membership by using the app, you will be asked to confirm your identity. After confirming your identity, we will delete your membership information, please fill in the following information in the inquiry form and contact us after understanding the following matters. By deleting your membership information, you will not be able to use the following functions associated with your account. In addition, you will not be able to restore your account after the deletion has been completed. Please understand this in advance.
・Shopping using the app
・Checking purchase history
・Using points (points currently accumulated will also disappear)
① Login ID (e-mail address at the time of registration)
② Phone number used for SMS authentication
③ Account ID (Please let us know the number displayed under your name on My Page.)
We will respond to you after receiving the above information ①～③ .
④ Reason for withdrawal (Optional: Please tell us the reason for withdrawal.)
① Start [Scan&Go] and log in
② Select [≡] (three lines mark) at the top right of the screen
③ [Settings (gear mark)] at the bottom of the screen where [Hello Mr. 〇〇] is displayed Select the button
④ Select [Withdrawal procedure]
⑤ After confirming the notes on the withdrawal procedure screen, select the [Withdrawal] button at the bottom of the screen
⑥ Withdrawal final confirmation screen Are you sure?), then select the [OK] button
⑦ Complete the withdrawal procedure (you will be logged out and returned to the home screen)
If you are unable to cancel your membership by using the app, you will be asked to confirm your identity. After confirming your identity, we will delete your membership information, please fill in the following information in the inquiry form and contact us after understanding the following matters. By deleting your membership information, you will not be able to use the following functions associated with your account. In addition, you will not be able to restore your account after the deletion has been completed. Please understand this in advance.
・Shopping using the app
・Checking purchase history
・Using points (points currently accumulated will also disappear)
① Login ID (e-mail address at the time of registration)
② Phone number used for SMS authentication
③ Account ID (Please let us know the number displayed under your name on My Page.)
We will respond to you after receiving the above information ①～③ .
④ Reason for withdrawal (Optional: Please tell us the reason for withdrawal.)
What kind of cards can be used for payment?
Available cards vary depending on the target store. Also, please refrain from using debit cards and prepaid cards to prevent duplicate payments.
Target store information will be announced on the official website as needed.
Target store information will be announced on the official website as needed.
