Frequently Asked QuestionsThose are common inquiries & questions from our international customers. If you need assistance at the time of move-in or during your stay, please refer to the following.

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This video introduces common courtesies in Japanese society. Please be sure to check it before moving in so that you can avoid any troubles with your neighbors.

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Apartment Use Service Guide

Our Service Guide explains important reminders, such as how to use the room facilities and how to cancel the contract etc. If you need any assistance, please refer to our Service Guide first of all.

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  1. FAQ TOP
  2. Regarding LEONET, and Internet
  3. If you forgot the LEONET ID, password, or secret question (if the initial settings are made and the password is changed to a combination of alphanumeric characters)

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If you forgot the LEONET ID, password, or secret question (if the initial settings are made and the password is changed to a combination of alphanumeric characters) Updated date 2019.07.23

Please refer to the following flow chart and select the corresponding item.



① forgot the Initial ID · Password · Click here

② forgot everything ID, password, secret questions · Click here

③ Only forgot the ID ・Click here
if you have SMS certification, please check "Contact by SMS sending".
If you do not have SMS certification, please check "Inquire with Secret Question".

④Only forgot the PASSWORD ・Click here
if you have SMS certification, please check "Contact by SMS sending".
If you do not have SMS certification, please check "Inquire with Secret Question".


initial setting is complete and only the ID set by the customer is unknown

You can check from the site dedicated to tenants [My Page], Life Stick My Room, Or at "& Leo" app

◇Confirmation method from resident-only site [My Page]
After selecting 「IDが不明な方はこちら"do not known ID," 」 select「SMS送信でお問合せ "Inquire via SMS" 」or 「秘密の質問でお問合せ"Inquiry via Secret Question"」
Please refer to the following for each confirmation method.
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■ Inquire by SMS
If SMS authentication is set, enter the phone number registered in the form below,
LEONET ID will be sent to mobile phone SMS.
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■Inquiry by secret question (one who has not been SMS certified)
Enter your registered email address, select the secret question ,answer the secret question and select "confirm".
Once the match is confirmed, you can confirm the ID on the next screen.
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◇& Leo" app · Life Stick How to confirm from My Room
You can check from "Registration Information" in "Registration Information / Contract Information" in the menu.

・ "& Leo" app
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・Life Stick "My Room"
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When the initial setting is complete and only the password set by the customer is unknown

Tenant dedicated site [My Page] ・ Life Stick My Room ・ "& Leo" app allows you to reset your password.
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■ Inquire by SMS
If SMS authentication is set, enter the phone number registered in the form below,
The initialized password will be sent to or phone by SMS.
Enter the received initial password and reset the password.
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■ Inquiry by secret question (one who has not been SMS certified)
After entering LEONET ID, secret question selection, secret question answer,
If it match confirmed, the screen changes to the password reset screen.
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◇Life Stick From My RoomSelect "Change Registration Information「登録情報変更」" in "Registration Information / Contract Information「登録情報・契約情報」" in the menu.
It is possible to reset from "those who forgot your password, click here.「パスワードを忘れた方はこちら」"
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If you have forgotten the initial ID, password and secret questions set by the customer, it is necessary to provide individual support.

We apologize for the inconvenience, but please contact the LEONET department (free call at 0120-911-521 from 10:00 to 19:00 ) or contact us using the inquiry form.


▼ Necessary items for inquiry
① Property Name
② Apartment number ⇒ Click here to check the apartment number
③ Room number
④ Full Address
⑤ Name
⑥ Contact information
⑦ Reply email address
⑧After registering above, please send the following items in the "Inquiries" column.
ⅰRegistered date of birth
ⅱRegistered phone number
ⅲApartment's key number or Customer Number

※ We may reply by telephone or letter depending on contents of inquiry.
Also, please be aware that it may take some time before you answer.
If you have entered the email address of your mobile phone and you have set up spam protection, please be able to receive from leopalace21.com.

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FOR THE INQUIRIES VIA EMAIL

For those who are currently living in Leopalace apartment, please use the following form to send us the inquiries about your daily life.

Inquiry form

Inquiries by phone

Telephone inquiries are also available at the following numbers.

0120-984-578

(Business hours:10 a.m.-6:30 p.m.)

Available languages are Chinese, Korean, English, Portuguese, and Vietnamese.

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