During identity verification, the system compares the passport details and date of arrival you registered with the purchase record sent by the store. If the page says "The date does not match" or "We couldn't find a purchase matching your details", please check each of the following against your original passport:
- Date of birth
- Passport number
- Name in English, and the order of your surname and given name
- Nationality code
- The date of arrival for the trip on which you bought the items
If you have entered Japan more than once, enter the date of arrival for the trip on which that purchase was made, not your most recent date of arrival. For example, if you shopped on your first trip to Japan and signed up for Ocean only after entering Japan again, enter the date of arrival from your first trip.
If you find an error, correct it and try again. Please don't submit over and over in a row, as this may trigger the system's security restrictions.
If your details match your original passport but verification still fails, the information registered by the store may be incorrect. Please contact customer support and, if possible, provide your Ocean account, the store, the purchase date, the full receipt, and a screenshot of the problem.