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When should I contact Ocean customer support?
- Your purchase record hasn't appeared for a long time.
- Your passport or entry details can't be verified.
- The page keeps loading, or you can't submit your application.
- Your account is locked.
- You got a green result (GREEN) from Customs when you left Japan, but a long time has passed and the tax refund record in Ocean still shows "Pending" instead of "Approved".
- It has been longer than the expected time since you requested a withdrawal, and your tax refund still hasn't arrived.
- Your withdrawal couldn't be completed (it shows "Refund returned"), and you still can't withdraw after changing your refund method.
- You need to change account details that you can't change yourself.