FAQ

If you have any further questions not answered on this page, please contact us and we will be happy to answer them.

Sign up / Sign in

Creating a New Account

How do I complete the register process and view photos?
Follow these steps to complete your register process.
  1. Create an account with your email address and password from here. Finish your registration by clicking on the URL in the confirmation email within 24 hours.
  2. Log in to your account and input an authentication key.
  3. Click on the event you want to view photos.
In How to Use page, we also have a description video.
Is there a membership fee required to view the photos?
There is no membership fee required to view photos with "Hi Cheese!"
The only cost required is for purchasing photos.
The link in the register confirmation email is invalid or expired.
In this case, you need to register again.
* A "Registration completed" message will be displayed when you complete your registration successfully.

Logging in

I'm not receiving the email to finish my registration or to reset my password.
Check the following contents if you do not receive your confirmation email to finish your registration or to reset your password.
Junk mail folder:

E-mail can be removed by your spam filter, so please check your junk mail folder.

Check e-mail settings:

Please make sure that you are able to receive e-mails from @8122.jp
Check the setting method in SoftBank
Check the setting method in au
Check the setting method in docomo

Check other folders than Inbox:

There are some cases where the e-mail is delivered to other folders, so please look for an e-mail with the subject line "【重要】「はいチーズ!」本登録手続きのお願い" (in English it means: [IMPORTANT] "Hi Cheese!" Registration Process).

Check your e-mail address input:

In case you input a wrong e-mail address, please register again. For a new member registration, click here.

I'm seeing an "mailaddress or password is not correct" error message when I try to log in.
Please check your e-mail address and password input.
If you have forgotten your password, click here to reset your password.
Please make sure your membership registration is completed.

Member registration will not be complete unless the link in the register confirmation email is accessed.
For a new member registration, click here.

"Authentication Key"

I do not know my Authentication Key.
Authentication keys are notified by the event host, or organizations due to security reasons. To know your authentication key, please contact the event host, or organization.
If the host or organization is unknown, please contact us and let us know the event date, event name, and the names of the event participants.
■ There is no mentioning of authentication key in a distributed handbill.

We'll check it here, so in mailing "registration mail address","organization name of belonging", "class name" and "student name/kindergarten child name", please make a contact.

Contact by email

Please send us an email to : info@8122.jp

I’m seeing an "Authentication key is already registered." error message.
When this message is displayed, please return to your Homepage and click on the event you want to see.
To check the status of an authentication key:

Go to the "Add Authentication Key" page and check "Registered organizations and events" section.

Viewing / Purchasing Photos

Viewing / Selling Period

How do I know the viewing periods?
The viewing period information is available on the flyers issued from the organizations.
* There are also some organizations that have the viewing period on places other than flyers.
* If the authentication key is registered beforehand, mail notifications will be sent to your email address to inform the start of publication.
I want to know up to what time the photos would be available.
Viewing periods are up to 23:59 of the final date available.
Photos of events that have past 0:00 will not be available for order or purchase.
What is Special Offer?
There are 2 types of periods: Viewing period and Special Offer.
Special Offer is usually 2 weeks starting from the publication date (can differ by the organization/event) and provides photos at a lower price.
* You can check the prices on the pages of each event.

The price will be rounded up to 25% per sheet after the Special Offer ends.
* Please note that there are some organizations that do not have Special Offer. Check on the dates displayed on each event.
Can I purchase photos after the last day of viewing period?
No. You are not able to view or buy photos after the last day, so please complete your order in Cart or complete your purchase before it ends.

How to View the Photos

Page content does not display correctly.
Please check the system recommendations for using Hi Cheese!
Depending on the technical environment, it may take time to display the page properly. Try to access our site again after a while, and if you are accessing from a mobile phone, try using a better internet condition.
I'm receiving a "Session Error" message when I try to browse the photos.
You might have been logged out due to inactivity for a period of time. If so, go back to Homepage and log in again.

Your Cookie in your browser settings and security system may not be enabled.Check browser below to enable your Cookie:
If you are using Internet Explorer 8 or later
  1. Click menu bar -> Tools ->Internet Options
  2. Click the Privacy tab
  3. Click on Advanced
  4. Check "Override automatic cookie handling"
  5. Accept the first-party cookie and third-party cookies
  6. Check "Always allow session cookies" and OK
  7. Click Apply and OK to close the window
  8. Close Internet Explorer window and restart it
If you are using Firefox
  1. On the menu bar -> Firefox -> Tools -> Options
  2. Click the Privacy tab
  3. Select all history setting
  4. Check mark "Accept cookies from sites" to enable Cookies -> Set "Keep until" to "they expire
  5. OK and close the window
  6. Close Firefox window and restart it
If you are using Google Chrome
  1. Click Menu -> Settings
  2. Click the Show advanced settings
  3. In the Privacy section, select "Content Settings"
  4. Select "Allow local data to be set" -> click Done to close the window
  5. Close Google Chrome window and restart it
Changing the setting of your Security Software

Please contact the support center of your security software.

How to Download Image Data

How can I purchase image data?
The image data purchase process is the same as printed photos. After adding photos to Cart, please select the image data type.
- If payed with credit card and Photomoney, you can download photos directly from the final page after the payment is completed.
- If payed at convenience stores, an email with the download link will be sent to your email address after the payment is made.

* Please note that some organizations or events do not offer image data.
* Image data will not be delivered, so please download and save the purchased photos on your own.There are no items to be delivered such as DVDs with the image data inside.
Question
Some organizations or events do not offer image data and image data is only available with snapshots.
How do I download photos?
  1. If payed with credit card or Photomoney, you can download the purchased photos directly from the final page after payment is completed. Click on the "Download" button to download your photos.
    If payed at a convenience store, an email with the download link will be sent to your email address after the payment is made. Please click on the link to go to the Download page.
    * After logging in, go to the Order History page and select the order number of the photos you want to view.
  2. From the Order Details page, click "Download" under each photo.
  3. You can select “save as” to save photos to a specified destination. Photos will be saved to the chosen folder beforehand (the Download folder if not chosen).
I failed to download the photos.
After a payment is made, you can download the purchased photos for an unlimited time within 180 days.
If the page does not load correctly, please check the system recommendations.
How do I know the size of image data?
Due to the difference in the aspect ratio of various photo sizes, image data might be different from photo prints.
If the data size is large, it is approximately (1800pixels x 1200pixels). This size is accessible to at a maximum of 2LW (127mm x 190mm) in photo print.
If the data size is small, it is approximately (1280pixels x 852pixels). This size can be used for stand by screens of mobile phones.
My image data was not delivered with my printed.
Please note that image data is not delivered and not sold in medias such as CD-ROM or DVDs. You need to download and save your photos from the website.
Can I sell my image data?
No, selling downloaded image data is strictly prohibited. You can use, print or share your photos for personal use.
Please read our Terms and Conditions for more information, Article 12 for prohibition and Article 13 for copyright (Japanese language only).

Order / Payment / Delivery

About Ordering Process

Will my cart be emptied if I accidentally log out in the middle of shopping?
Your photos remain in your Cart even if you accidentally log out, shut down or close the window before you complete your order.
After logging in, click on Cart to continue your shopping.
If you want to buy more photos, please go back to your Homepage and select the event you want to buy photos from. Add your chosen photos to Cart and follow the next steps to complete your order.
* Photos will be removed from Cart if the event viewing period has ended.
How do I remove some photos from Cart?
You can click Delete on the top right corner of each photo in Cart before checking out.
I was sent to the Account Information Change page when I tried to checkout my photos.
There is a possibility that there are some missing information within your account information. Please check your Account Information if they are filled out correctly.
Follow the error messages to input your information and be sure to input the required fields of name, postal code, address and phone number.

About Your Order

I want to review my order details.
You can review your order contents in Order History. If your order is not listed on the page, please go to Cart to complete the checkout.
* An e-mail notification is always sent to your e-mail address when you complete your purchase.
* Photos will be delivered after your payment is confirmed.
E-mail with the payment number and order details is not sent.
Please check the following contents if you do not receive any e-mail after 24 hours from purchase.
You can also go to Order History to check your payment number and order contents.
Junk mail folder:

E-mail can be removed by your spam filter, so please check your junk mail folder.

Check e-mail settings:

Please make sure that you are able to receive e-mails from @8122.jp
Check the setting method in SoftBank
Check the setting method in au
Check the setting method in docomo

Check other folders than Inbox:

There are some cases where the e-mail is delivered to other folders, so please look for an e-mail with the subject line "【重要】「はいチーズ!」本登録手続きのお願い" (for new registration) or "パスワード再設定認証"(for changing the password).

About Payment

How do I pay at convenience stores?
Each convenience store has a different payment method.
Click here for more details.
I don't receive my bill for payment at convenience store.
For payment at convenience store, we do not send any bills. Instead, when you complete your order, an email with a payment number will be sent to your email address. Please use this number to pay at your nearest convenience store.
For payment method at each convenience store, click here for details.
When is the payment deadline and can I still make a payment after the due date?
After you confirm your order, please make a payment within 7 days.
After 7 days, the payment deadline will be automatically extended by a maximum of 2 months and an email notification will be sent to inform you of it .
If the payment is not completed after the final deadline, we will send you an email for order cancellation. If you still wish to buy the photos, please contact our Customer Service.
Is there any handling charges when I make a payment at the convenience store?
There are no additional fees such as handling charges for convenience store payments.
You need to pay only the total amount.
How do I find my payment number for convenience store payments if I delete the notification email?
You can go to Order History page to view your payment number.
For unpaid products, click "Check Status" of the order you want to check from the list.
Question
Credit cards are accepted as the following.
VISA - MASTER CARD - DINNERSCLUB - AMERICAN EXPRESS - JCB
* Please pay the total amount.
Since I have not made a payment for my previous order yet, can I group another order to it and have the payments and photo delivery made at once?
No. As we start our process by each order, we recommend you to order all of your photos together at once if possible.
Can I request a receipt for my order?
We are sorry that we are not able to issue any receipts.
However, when you make a payment at convenience store or with credit cards, you can treat the receipt that is issued from the convenience store or credit card company as a receipt from us.

About Photomoney

What is Photomoney?
Photomoney is the name of our point system which can be used for buying photos. 1 Photomoney = ¥1 on the Hi Cheese! website.
How do I purchase Photomoney?
  1. After logging in, click the orange button "Buy Photomoney" on the right side of your Homepage.
  2. Select the amount you want to buy, then click Proceed to Next.
  3. Select a payment method, then click Proceed to Next.
  4. Click Confirm Order after reviewing the details.
  • You can see your Photomoney balance on the right side of your Homepage.
  • Your Photomoney will be available to use depending on the payment method.
    - If payed with credit card, Photomoney is available immediately after the payment is completed.
    - If payed at a convenience store, Photomoney will be added 2-3 hours after payment.
How do I transfer my Photomoney?
To transfer your Photomoney, please fill out and send this form to info@8122.jp.

Title: Photomoney Transfer Request
---
* Photomoney Transfer Request
Your Name
Information of Photomoney current location
- Login Email Address
- Organization Name
Information of Photomoney destination
- Login Email Address
- Organization Name (only required if it is different from current)

* Please contact us with the current login email address.
How do I know the expiration date of Photomoney?
Photomoney is valid for 3 years from the purchase date.
Can I refund my Photomoney?
After purchased, we cannot refund your Photomoney for any reasons.

About Delivery

I want to know when I will recieve my orders.
After your payment is confirmed, photos delivered in about a week.
- If payed with credit card, your order will be shipped after you complete your payment.
- If payed at a convenience store, you can make a payment at a cashier and photos will be delivered after your payment is confirmed.
* Please note that in graduation or admission season, busy periods, holidays and New Year can cause delays in delivery.

In addition, if your products are shipped to organizations or delivered by bulk shipping, the shipping date is fixed monthly. Please check the published notice on flyers for more details.
How do I know the specific delivery date and time of my shipment?
We are sorry we are not able to provide specific delivery date services as it depends on the process of printing and shipping.
Shipping rates
Regardless of the quantity of your orders, a fee of 130 yen is charged for all order deliveries in Kuroneko DM-Bin.
For home delivery, the shipping price is based on each region.
For more details, go to "Payment / Shipping / Delivery".
I have not received my parcel yet.
It usually takes 3-5 business days for delivery, but if you have not received your photos after 2 weeks, please check the following contents.

First, you need to check your completed order e-mail notification.
  • If you have received you completed order e-mail notification, please read "1,2" .
  • If not, please read "3,4,5" .
1. Check your shipping address

Please make sure your shipping address is correct.
Go to Order History to review your address.
In case the address is from organizations, please note that some organizations have a monthly delivery date. In this case, please accept your photos from the organization.

2. Your parcel might have been returned.

If you select your delivery method by mail, Yamato Transport's delivery number will be issued when you complete your order.
To track your parcel delivery, you can use the Kuroneko Yamato system. Please call our Customer Service if your order has been returned, and inform us your payment number and the correct shipping address.

3. Your shopping cart has not been checked out.

You might not have checked out after adding photos to your shopping cart.
Please go to Cart to checkout and proceed to the payment steps.

4. Payment has not been completed yet.

After checking out, you have not finished your payment yet.
Photos can be delivered only if the payment is complete. Please check your unpaid products from Order History page to make a payment.

5. Your purchased photo type is image data.

Please note that image data will not be delivered. You can download photos directly from our site and save them in your computer.
If you do not know what types of photos you have chosen, please go to Order History page and click on the photos you want to check.
If your payment is completed, you can click Download under each photo and save the image data.

The printed photos I have received are different from the photos on the website.
Please understand that the printed photos might be slightly different from the website due to the difference in the aspect ratio of the various photo sizes and in the process of printing.

Changing or Canceling an Order

Can I change or cancel my order after payment?
After a payment is confirmed, the printing and packaging process starts immediately, so we can not accept any changes or cancellations once the order is confirmed.
Please always double-check your order information before confirming your order.
Can I return my photos?
We try our best to provide our customers the highest quality of photos, so if there are any problems in our products such as the difference in size, incorrect number or poor quality products, these items are eligible for an exchange, credit or refund. Returns are accepted within 7 days from the arrival date.
To return photos, pllease call "Hi Cheese!" Customer Service for Return Policy Information. Securely pack your photos with a return form (please list the return reasons) in a box or an envelope of your choice (you may use the original package if possible) and a shipping fee for Yamato Transport to this address.

[Return address]
「はいチーズ!」(Hi Cheese!)
〒100-6813 東京都千代田区大手町一丁目3番1号 JAビル13階
千株式会社 「はいチーズ!」返品係 宛
TEL: 03-4588-2055
-------------------
13rd floor JA Building, 1-3-1 Otemachi, Chiyoda-ku, Tokyo, 100-6813
SEN Corporation "Hi Cheese!" Return Address
TEL: 03-4588-2055

Our photo printing service runs by build to order system; therefore, we cannot accept any return or exchange for photos on customer conditions.
In addition, if photos that have been taken by teachers were not be in good quality, we do not accept any return or exchange in this case.
Can I add more photos to a completed order and group my photos to one shipment?
No. As we start our process by each order, we recommend you to get all your photos together at once if possible.
Can I add letterings after completing my order?
No. Please notice that you cannot change your order after confirming.
Please always double-check your order information before confirming your order.
Can I change the shipping address from organization to individual (home address)?
Order shipping addresses can not be changed from organization to home address.
How do I edit or delete my shipping address?
After logging in, go to the Account Information page at the bottom right and click Address Change to edit or delete your shipping address.
Please note that you cannot make any changes after payment is completed.
* In the case that you have a new address due to the reason of moving, please contact us from here for more help.

User Information

Change Your User Information

How do I change my email address and password?
After logging in, you can change your email address or password at the Membership Information page.
* In case of changing your email address, we will send you an email to confirm your change. Please open the link within 24 hours to complete it.
How do I change my name, address and phone number?
After logging in, you can change your basic information at the Membership Information page.
How do I cancel withdraw my membership?
Go to Unsubscribe page after logging in.

Receiving E-mails

I'm not receiving the email to finish my registration or to reset my password.
Check the following contents if you do not receive your confirmation email to finish your registration or to reset your password.
Junk mail folder:

E-mail can be removed by your spam filter, so please check your junk mail folder.

Check e-mail settings:

Please make sure that you are able to receive e-mails from @8122.jp
Check the setting method in SoftBank
Check the setting method in au
Check the setting method in docomo

Check other folders than Inbox:

There are some cases where the e-mail is delivered to other folders, so please look for an e-mail with the subject line "【重要】「はいチーズ!」本登録手続きのお願い" (for new registration) or "パスワード再設定認証" (for changing the password).

Check your e-mail address input:

In case you input a wrong e-mail address, please register again. For a new member registration, click here.

How do I stop receiving email notifications?
After logging in, go to Membership Information Change -> Receiving Mail and change the setting
Email Notifications are not received.
Check the status of your authentication key registration.

The authentication key is changed every year, so please update your registration.
EX: In our school year, March is considered as the final month of each year and April is considered as the start of a new year, so the authentication key for photos taken up to March 2014 will be counted as taken in the school year of 2013, and will differ from the photos taken from April 2014, which will be counted as taken in the school year of 2014.
*Organizations can change authentication keys for each event.

After logging in, go to Add authentication key page > Registered Organizations and Events List to check the status of your event, and renew your registration if there is a change.

Check the spam or junk mail folder in your email account.

Please make sure that you are able to receive e-mails from @8122.jp
Check the setting method in SoftBank
Check the setting method in au
Check the setting method in docomo

Check your Receiving Mail status

Go to Membership Information Change -> Receiving Mail -> change to Subscribe.

Other

FAQs and Other

I want to know the photo sizes and price list.
You can find the list on the photo display pages of each event.
How do I know if there is a Sale event?
We do not have a fixed schedule for Sale events. Sale events depend on the organization and each event may have a different period and content. For that reason, we are not able to answer any questions about upcoming campaigns.
Email notifications for special offers and sale events will be sent to your email address before it starts.
I forgot to buy photos. Can you sell them again?
You are not able to view or buy photos which viewing period has ended.
It is also impossible to answer about a period of the resale.
When the resale begins, a newsletter will send to the registered mail address if you have registered the authentication key. Please check it.

Get Started with "Hi Cheese!"

How do I know about the details of photo shooting?
What are my benefits if I join and work with "Hi Cheese!"?
What is the security system of "Hi Cheese!"?
Is there any costs for requesting a service or photographer?
Is there a limit to the number shootings in a year?
Please feel free to contact us by telephone or email.
Contact by telephone

TEL: 03-6266-6661 * Japanese language only
Business Hours: Monday to Friday (except weekends and holidays) 9:00 - 18:00

Contact by email

Please send us an email to : info@8122.jp

Title: Inquiry about Photo Shooting
----
I would like to make an inquiry about photo shooting.
1. Your name
2. Telephone number
3. Organization name (optional)
4. Event date and time (optional)
5. Event name (optional)
6. Number of participants (optional)
7. The details of the inquiry

If you would like to know about "Hi Cheese!+" and our business, please do not hesitate to contact us for photo shooting organizations and teachers.

I want to have a private shooting.
Feel free to ask for a private shooting. Just provide us the shooting date, content and location.
An additional fee will be charged for private shooting from 75,000 Yen differing by content.
Please feel free to contact us for more information.
Contact by telephone

TEL: 03-6266-6661 * Japanese language only
Business Hours: Monday to Friday (except weekends and holidays) 9:00 - 18:00

Contact by email

Please send us an email to : info@8122.jp

Title: Inquiry about Private Shooting
----
I would like to make an inquiry about private shooting.
1. Your name
2. Telephone number
3. Shooting date and time
4. Shooting location
5. Shooting content