Why am I not receiving any confirmation e-mails

【Important Notice】

Our new email address that was scheduled to change as of June 4th, Tuesday will be

postponed to June 21st, Friday.

Emails sent to our new address before June 21st will not be received so we kindly ask you to contact us through our old email address before then.

We kindly ask our customers for their understanding and for their cooperation in following the instructions below, in which our service has sent out in regards to the procedures required in changing our email address from the old to new.

The email address of Pocket Concierge will change as follows:

  • Change of email addresses relating to our services

Before the change

After the change




  • Notices

If you are using domain-specific reception, please add “info-pocketconcierge@aexp.com” to your list of approved domains.

It is possible that even after you added “info-pocketconcierge@aexp.com” to your list of approved domains, the security settings of your antivirus software might move our email to junk mailbox. Please exempt Pocket Concierge from junk mail filtering to receive the email.

If you did not receive a confirmation email on you reservation details, please check your reservation details at “Reservations” on our website or send an inquiry to “info-pocketconcierge@aexp.com.”



[in the case of PC]
① The registered email address is wrong
Please log in again after correcting your email address.

② The confirmation email is treated as spam email.
When the security software and mail service has the prevention function, the confirmation email can be defined as spam email.
After checking the setting of email filter and security software, please set the following email address receivable.
If the domain name is only being set up, please input the information after the "@" mark .

③ Your email account is beyond the limit capacity
Please confirm your email environment and choose to expend the capacity or delate the unnecessary data.

④ The reception of the email has been delayed due to the communication state.
Please kindly wait until email arrives or ask the service provider.

[In the case of mobile phone]
Even though you are not setting the prevention function for spam emails, the prevention to some specific emails can also occur.

After checking your email setting, please set the email address above and domain name [@pocket-concierge.jp] receivable.

※ The setting method is different by different mobile phone companies and different types of mobile phone. Please kindly check the instruction book of your mobile phone or ask the mobile phone companies.


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