How can we help you?

If you experience display or functionality issues

Common issues include:

  • Broken or distorted layout
  • Pages not displaying correctly
  • Unable to log in
  • Slow performance

 

If any of the above issues occur while using Sanrio Digital ID, please check the following three items first:

1. Check your browser version

Ensure that your browser is updated to the latest version.

2. Check the condition of your device

Make sure your device is functioning properly and has sufficient processing capacity.

3. Check your time settings

Ensure that your device’s clock is correctly set. If it is incorrect, please sync it with the current time.

 

Specific troubleshooting steps

When using Sanrio Digital ID on a PC:

  • Restart your browser
  • Restart your device (power off and on again)
  • Log out of Sanrio Digital ID and log back in
  • Close any other applications running at the same time
  • Clear your browser’s cache and cookies (please do not delete your bookmarks)
  • Disable or uninstall browser extensions or add-ons
  • Enable the “referer” (referrer) setting in your browser
  • Review or temporarily disable antivirus or other security software
  • Disable content blockers (e.g., ad blockers)

  • Allow JavaScript to run in your browser

     

When using Sanrio Digital ID on a mobile device:

In addition to the PC measures above, please also check the following:

  • Try accessing via Wi-Fi and ensure your mobile carrier is not filtering access (contact your carrier’s support if needed)

     

When using Sanrio Digital ID via Wi-Fi or wired connection:

  • Switch to a different internet connection with better stability
  • Reconnect to your network or Wi-Fi
  • Toggle airplane mode on and off to reset your device’s connection
  • Restart your router
  • Disconnect and reconnect the wired LAN cable

 

When using Sanrio Digital ID via mobile data:

  • Confirm that your connection is stable
  • Toggle mobile data off and on to reset the connection

  • Check with your mobile carrier if the issue may be caused by data throttling or bandwidth limits

     

If the issue persists even after checking the above 1–3 items, the Sanrio Digital ID system may be experiencing high traffic or server load. Please try accessing the service again after at least one hour.

If the issue still persists, please fill out the inquiry form using the template below and contact us.

Inquiry Template

  • Email address:
  • Description of the issue:
  • Items completed from steps 1–3 above:
  • Date and time of issue: Month / Day / Hour / Minute
  • URL of the page where the issue occurred:
  • Screenshot of the issue:
  • Steps taken before the issue occurred:
  • Internet connection used: [Wired] / [Wi-Fi] / [Mobile data]
  • Device used when issue occurred: [PC] / [Smartphone] / [Tablet]
  • Device OS: [macOS] / [Windows] / [iOS] / [Android]
  • Does the same issue occur on other devices?: [Yes] / [No] / [Don’t have another device]
  • Browser used when issue occurred: [Google Chrome] / [Safari] / [Microsoft Edge] / [Other]
  • Browser version:

Please note that depending on the nature of your inquiry, it may take time to respond, or we may be unable to respond. We appreciate your understanding.

Submit a request