1-1.Required Operating Environment

• QWhat devices are supported?

  ANA GranWhale (hereafter referred to as AGW) is a smartphone app.
  Please note that currently, we do not support PC or VR devices.
  The following is the required operating environment for this application.
  

  iOS

  • iPhones that can be updated to iOS version 14 or later
  • RAM; 4GB or higher
  • Storage; 8GB or more free space
    (If your device supports iOS 14 or later, application will be installed but if your device can't update to iOS 14 or later, the operation may become unstable.)
    *For the latest OS, it may take some time to get it ready.

  Android

  • Android OS 9 or later
  • 4GB RAM or more
  • Storage: 8GB or more free space
    *Devices that do not have 4 GB or more of RAM may experience instability.
    *Some Devices may not be compatible.
    *For more information on Devices, please check the official website of each manufacturer.
    *For the latest OS, it may take some time to get it ready.
    

• QDo I need to set anything up before using the app?

  Access to the microphone, notifications and camera is required to use the applicaton.
  If you select "Do not allow," you can still use the app, but some functions will not be available.
  *After the Account has been created, you can change the settings in the Settings app of each device.

1-2.Communication Environment

• QWhat is the required communication environment?Is the service available without wifi?

  This application can be used online.
  Communication fee is required for downloading and using it.
  Since the customer is responsible for the communication fee, we recommend using it over a wifi connection.
  We appreciate your understanding.

1-3.Accounts and data

• QHow do I register my account?

  Attendees of the 1st Closed β Test

  Please creat a new account as the previous data will not be retained.
  
  After downloading this application, an account will be officially created once you have entered your name, selected your area of residence, and generated your World Traveler.
  

• QHow do I reset my data?

  After reinstalling the application, press the "Data Reset" button in the upper right corner to delete the previous data and start using the application from the beginning.
  Please note that once the "Data Reset" is done, the previous data cannot be restored.

1-4.Personal Information

• QHow will my personal information be used?

  Please check the following pages for the use of personal information.
  https://www.ana-granwhale.com/en/privacy-policy/

2-1.Problems while using the app

• QThe app often crashes.

  If an app crashes, please try the following.

  Improvement steps

  1. Ensure that you have adequate storage for the Device.
  2. Make sure that you are using the app in the recommended environment.
     *We recommend that you use it in a wifi environment.
  3. Please restart the app.
  4. Please reinstall the app after once deleted.
     *Please note that the previous account can not be inherited.

• QData update takes too long and does not update.

  If you are unable to update, there may be a problem with the communication environment or free space.
  Please check if there is no problem with the communication environment, and then prepare enough free storage and try updating.
  

2-2.In the event of a network communication failure

• QA "Network Error" occured while using the app.

  In the event of a communication failure, you can return to where you left off or the Title screen.

3-1.How to form and break up a group

• QI'd like to play with my friends, how do I invite them?

  How to create a group

  1. Tap the "Sky Phone" button on the headset icon in the lower right corner.
     
  2. Tap "Group".
     
  3. Tap "Create a Group" button to create a new group.
     
  4. To "join an existing group", enter the name of the group you want to join in the search field and join the group.
     
  5. To create a new group, select the users you want to invite, then select the group name and create the group.
     *Please note that you can not create a new group with a group name that is already in use.
     

  How to break up/leave a group

  1. Tap the "Sky Phone" button on the headset icon in the lower right corner.
     
  2. Tap "Group".
     
  3. Tap "Disband" or "Leave" buttons at the bottom of the Group screen.
     *Only the "Host" user can disband a group.
     

• QUsers can't communicate with each other because in-group chats and Voice Message don't work.

  Group chats are not available if you do not belong to a group.
  Please create a group to use the functions.
  Please refer to the following for more information about each chat function.
  

  Voice Chat

  You can make a voice call with friends in a group.

  Group Chat

  You can exchange text Messages with friends in a group.

  Area Chat

  You can exchange text Message to other World Travelers in the same area.

3-2.SNS linkage

• QCan I share photos and videos taken at ANA GranWhale on SNS?

  Since this is a closed beta test, we ask for your understanding and cooperation not to spread photos and videos taken in the application on SNS and other Internet sites.

3-3.Digital Items

• QCan I return digital items?

  The closed beta test application does not offer a return policy for digital items.
  Please be aware that no returns are allowed at the time of purchase before proceeding with the purchase process.

• QCan I give digital items as gifts to other users?

  Digital items can be gifted by following way:

  1. Tap the digital item icon.
  2. Tap "Purchase" and then tap "Present" to select the recipient.
  3. Select "Send to" and tap "Confirm who to send to."

3-4.Physical Items

• QDo you support international shipping?

  Some stores are able to deliver within Japan, while others are able to deliver overseas.
  Please refer to the following list for details.
  
  Stores that support overseas delivery 　* Listed in no particular order.
  Add-in BLUE
  ANA FESTA
  
  Stores that provide delivery only within Japan 　* Listed in no particular order.
  A-style
  MIZUNO
  SHIPS
  WonderFLY

• QHow do I return physical items?

  Please check each company's website for how to return physical items.
  For inquiries or questions regarding products, please refer to the terms of use and contact information on each company's website.
  *Please note that some of the sites are only available in Japanese.

  URL of each company ※Listed in no particular order.

  Add-in BLUE：https://add-inblue.ana-skywhale.com/
  ANA FESTA：https://www.anafesta.com/
  A-style：https://www.astyle.jp/top/CSfTop.jsp
  ANA CATERING SERVICE
  *Physical items from ANA CATERING SERVICE are available in A-style or at Rakuten Ichiba, ANA Official Gift Shop.
  For inquiries about physical items, please visit the site where you purchased them.
  Customers who purchased at A-style：https://www.astyle.jp/top/CSfTop.jsp
  Customers who purchased at Rakuten Ichiba, ANA Official Gift Shop：
  https://www.rakuten.ne.jp/gold/ana-findelish/
  MIZUNO：https://jpn.mizuno.com/
  SHIPS：https://www.shipsltd.co.jp/
  WonderFLY：https://wonderfly.ana.co.jp/

• QWhat vouchers can I use at A-style?

  Please visit the Add-in BLUE second-floor counter to learn more about vouchers available for purchases at A-style.

• QV-Can I use V-Miles or Whalecoins to purchase items?

  V-Mile and Whalecoin may not be used to purchase physical items.
  We appreciate your understanding.

• QCan I use ANA Miles to purchase items?

  ANA Miles can be used for shopping at the following stores or booking a hotel room.

  Available stores ※Listed in no particular order.
  ANA FESTA
  A-style
  ANA CATERING SERVICE
  WonderFLY
  ANA World Hotel

• QWill it be linked to my account on the EC site (online shop)?

  Please use the ID/PW you alredy have at each company's site, or create a new account.

3-5.Reservation at ANA World Hotel

• QTell me about the Reservation information(Reservation status, changes, Cancellation etc.)

  Hotel reservations for this service are made through the ANA World Hotel system.
  Please contact ANA World Hotel for reservation inquiries.

  https://www.agoda.com/ja-jp/info/contact.html

4-1.In-app currency

• QWhat are V-miles and whalecoins?

  V-Mile and Whalecoin are both "in-app currencies" for enjoying AGW contents.
  You will need them for the V-TRIP experience and to purchase digital items.
  In the closed beta test app, they will be presented to you by the management at the time of new registration, so please receive them from your mailbox.
  You can also get it as a reward by completing a mission or raising your Travelers Rank in the app.
  Please note that we do not support app billing at this time.

5-1.Troubles between users

• QWhat should I do if there is a problem between World Travelers, such as receiving a nuisance?

  We expect AGW to be used by a large number of global users.
  Please refrain from threatening, discriminating, harassing or insulting others.
  If the management team acknowledges that there is a violation of the terms of use, the use of the application may be subject to restriction.
  
  If you find yourself in trouble with another World Traveller in AGW, or feel offended by comments or posts made by another World Traveller, please notify the management from here (info@ana-neo.com).We will take appropriate action in response to your report.
  We ask for your understanding and cooperation in creating a safe, secure and comfortable environment.

5-2.Other Inquires

• QIs there a contact address in the event of a problem?

  For inquiries regarding problems while using the app, please contact us (customer_ana-granwhale1@ana-neo.com) with the following information.
  ① Device used (e.g. iPhone11ProMax /Xperia)
  ② iOS/Android version (e.g. 16.1.2/13)
  ③Specific location of the problem (e.g., when logging in, in the lobby)
  ④Circumstances of occurrence, procedures, etc.
  
  *Inquiries regarding the contents of this test are not accepted in principle.
  Please understand that we may not be able to reply to your inquiries.