FAQ
FAQ
Please check our FAQ first. Use the form below only if your question is not answered.
Reservations & Visits
Can I visit alone?
Except at select locations such as Ebisu, solo visitors are welcome. On busy days, entry may be declined at the store's discretion.
Is there an age restriction?
Each store has a recommended age range. Please check the store page on our official website for details. Final admission is determined by the store on the day of your visit.
What forms of ID are accepted?
Please bring a government-issued photo ID. Student IDs with a photo are also accepted.
What payment methods are accepted?
In addition to cash, credit cards, PayPay, and Rakuten Pay are accepted. Accepted methods vary by store, so please check each store page.
Members Club (Monthly Plan)
I want to cancel my monthly membership.
Please contact us via the inquiry form with your member ID or registered name and phone number. You may continue using your benefits until the day before your next billing date.
*Requests received less than 10 days before the next billing date will be charged for the following period.
*Requests received less than 10 days before the next billing date will be charged for the following period.
I want to change my plan.
Please cancel your current plan and sign up for the new plan as a new membership.
I was charged after canceling.
Requests received less than 10 days before the expiration date are subject to billing for the previous period under the terms of service. If you have questions, please contact us with your member ID.
If both of us are Members Club subscribers, do benefits apply to both?
Yes, benefits apply to each member individually.
Official App "Solotte!"
How do I redeem miles?
Open the Miles screen in the app, select the reward you want, and submit your request. After redemption, a digital gift (such as an Amazon gift card) will appear in the app.
I redeemed miles but have not received anything.
After redemption, gift cards are displayed within the app. Please check your redemption history in the app.
I cannot log in / my data disappeared after changing devices.
Please use "Previously registered members click here" on the login screen. If the issue persists, contact us with your registered phone number.
I cannot link the D3 app and Solotte!
Register and log in to both apps with the same phone number to link them automatically.
Can multiple accounts be merged into one?
We do not support account consolidation.
Private Booking Plans
I want to check availability and pricing for a private booking.
Please contact us via the inquiry form with your preferred date and time, number of guests, purpose of use, and store.
Lost Items
I think I left something behind.
Please provide the following information. We will check with the store and contact you.
- Date and time of visit, store visited
- Member ID or phone number
- Details of the lost item (color, features; attach a photo if available)
- Date and time of visit, store visited
- Member ID or phone number
- Details of the lost item (color, features; attach a photo if available)
Still Need Help?
If your question is not answered above, please contact us here.
