Q&A - Guest Manual

1. サービス開始までに有用なQ&A

I heard that I can do this on my smartphone, but I'm not sure if my model is compatible...

After logging in, you can perform the operation test by clicking "Basic Guest Information" -> "Open Connection Test" in the Guest My Page.

Follow the instructions, and when you see a screen that says "waiting for your cast to be connected with you... is displayed on the screen, the model is compatible with our service.

Please note that even if the test is successful, the following equipment and Internet speed requirements will not be covered by the warranty.

I want to cancel my reservation.


1. Open [Edit/Cancel Reservation] of the session you wish to cancel from among the scheduled live dates displayed on My Page.

2. Click [Cancel Guest Situation] at the bottom of the page.

Redemption Penalty

If you cancel your reservation, the points that will be returned to you will depend on the time until the session starts.

The points to be returned will differ depending on the time until the start of the session. The points will be returned based on the following table.

Up to the start of the session Reduction rate (loss rate)
More than 24 hours Full amount of reduction
6 hours or more within 24 hours 90% return (10% loss)
3 hours or more within 6 hours 80% reduction (20% loss)
Within 3 hours before the start time 0% reduction (no cancellation, no refund)

It looks like the cast member cancelled the appointment, what happens to the points?

The client will be refunded the full amount of points that were spent on the reservation, as well as an additional amount of points for the following, depending on how long it takes for the session to start

We will also give back the following additional points depending on how long it takes for the session to start.

Up to the start of the session Surcharge return rate
From 3 hours to 24 hours 10% point rebate
30 minutes to 3 hours 15% point surcharge
Within 30 minutes 20% point surcharge

You can check your point increase/decrease from the point history on My Page.

Can I set my nickname for the Cast Member to call me?

You can change it from [Edit Guest Basic Information] on Guest My Page.

If there is no setting, the Cast Member will ask the guest's name first.

You can also set your nickname when booking a session by overriding the name listed as basic information. (e.g., "Master").

Cast Members can refer to the customer's past usage history, etc. for the convenience of service improvement, but we will respect it if you set it up as a role-play.

I would like to change my options.

You can do so up to 5 minutes before the session starts.

How to do this

1. Open [Edit/Cancel Reservation] of the session you want to change from the list of scheduled live dates shown on My Page.

2. Edit the reservation details and click Save.

I'm going to be late for a session...

Please go to "My Page" and click on the "Emergency Contact Cast Member" link for the session you are running late for on your most recent live date to let us know you are running late.

If there is no notification from the client 15 minutes after the session starts, the session will be automatically cancelled.

In this case, points will not be refunded. Please understand that we will not refund your points.

Handling of "Remarks" field on the reservation page

The "Remarks" field can be used when the customer has additional information to add to the reservation details.

The "Remarks" field can also be used in cases where the customer has no choice but to enter a specific item in the "Remarks" field, or where the customer is unable to specify his/her own preference due to a lack of options.

The realization of x-oasis reservations is left to the Cast Member, and there is no guarantee that the Cast Member will be able to fulfill your request even if you specify it in detail in the remarks field.

Please understand this before using x-oasis.

Is a call required?

Due to the difficulty for the cast members to get customer feedback and please the customer without the call, we require it at present.

Can I use a voice changer?

No problem, as long as the cast member can hear what the customer is saying.

Can I talk to the casts in English?

So far Karin is only one who can serve in English.

Soon or later we will localize the service multilingual in terms of UI/System/Casts line-up.

How far in advance can I make a reservation?

You can make a reservation up to 60 minutes before the start of the tour.

Please make your reservation as early as possible, as it will disappear from the reservation list.

If the session is not ready 5 minutes before the session (if it is still in the "reserved" status)

The Cast Member may not be aware of your reservation.
If there is manned support, the support staff will attempt to contact the Cast Member. (The status will change to "Confirming Operation")
Cast Members are only allowed to be late without notice until 10 minutes have elapsed from the start time.

If there is no contact or status change in the emergency contact chat after 10 minutes have elapsed and you suspect an unauthorized absence, please check if the cast member does not show up or contact you after the session start time (if you suspect an unauthorized absence).

If a cast member does not show up or contact you after the scheduled start time of the session (when an unauthorized absence is suspected/reported)

If you are still in the "reserved" status at the scheduled service start time and have not contacted us in the "emergency contact chat" for 10 minutes, we will treat your session as an unauthorized absence.

In that case, we will return 150% of the points you paid for your appointment.

We apologize, but currently we require a manual support response to return your points and change your reservation status.

If there is no response from the cast member and you have gone AWOL, please use this support contact form to notify our management staff.

If you have not heard from us for 10 minutes, there is no need to wait the rest of the time, please just contact us.

How can I get information on cast reservations as soon as they become available?

You don't have to check our website frequently, but you can get reservation ticket information immediately through the linkage function with google calendar and so on.

Please see this page for details.

What if I can't schedule with my Cast Member?

X-Oasis allows you to ask a Cast Member to enter a Live Date at a specific time.

You can do this by clicking the "Ask" button () on each Cast Member's profile page, which can be viewed from the Cast Member List, or by clicking the "Ask" page on each Cast Member's reservation list.

This is only an "ask" and the Cast Member is not obligated to make a reservation at the requested time, let alone receive a reply from the Cast Member.

If you are not able to make a reservation at the time you want, it may simply be because the time is not convenient for the Cast Member.

The ask function can be used only twice a week for all cast members. It is charged at noon on Wednesdays and at midnight on Sundays.

Please feel free to use this function and feel free to pick up the message even if you do not receive a response.

What are the communication line requirements for your service?

Please refer to the Playing Instructions for the minimum communication speed requirements for X-Oasis.

If your environment does not meet the minimum communication speed requirements at the time of support, you will not be covered under warranty.

What are the minimum requirements for the equipment used?

Please see the Playing Instructions for the minimum requirements for the equipment you will be using with X-Oasis.

If your environment does not meet these minimum requirements at the time of support, you will not be covered under warranty.

How will my credit card statement appear?

Your credit card statement will show three letters and a number, such as "RLE ◯◯◯-◯◯◯◯".

Please be assured that X-Oasis' name will not appear on your credit card statement.

2. サービス中に有用なQ&A

Can I change my appointment during the session?

Please discuss this with your cast member after the session begins.

(We strongly recommend that you specify this at the time of booking, as it may take some time to set up.)

What is a photo icon? I want to take a commemorative photo.

1. Optional] From the Guest My Page, click on "Change Name/Photo Icon" and upload the icon you would like to have your photo taken with.

2.If a Cast Member is available, there is an option to specify whether or not you would like to have a commemorative photo taken when you make a reservation.

 ( Click here to learn more about the rules of photography.)

3. At any point during the session, verbally inform the Cast Member that you would like to be photographed.

3. サービス後に有用なQ&A

The session ended in the middle of a session due to a condition called "system circumstance interruption"?

This is the end result of a live-date session that was terminated in the middle of a live-date session due to a system problem (no connection, no sound from either party) or other failure at the discretion of the cast member.

Compensation to Customers

Customers will receive 100% of the X-points consumed at the time of booking, and a 5% compensation will be automatically transferred to the customer.

In addition, depending on the circumstances of the problem, additional point tokens or other compensation may be given at the discretion of the management.

As a rule of thumb, if there is no problem after the test, we may pay additional points if the system situation ends in an interruption.

Please contact us using the inquiry form with the details of your situation (model information, etc.).

The session ended in the middle of the session due to a cast member's situation?

The Live Dating Session was terminated due to some kind of cast member's decision.

In this case, the Cast Member will not be held accountable.

Compensation to the customer

Customers will receive 100% of the X-points consumed at the time of booking, plus an additional 30% of X-points.

(For a 6,000 point reservation, 7,800 points will be returned.)

Please understand that we generally do not accept requests for further redemption.

I would like my points refunded

If you are dissatisfied with any aspect of the service and wish to have your points refunded, you may request your points back by filing a Points Redemption Request.

A point redemption request is a procedure for customers who have one week to file a claim for a live date where the session was terminated at the discretion of the Cast Member.

Upon receiving a redemption request, our support staff may make a decision to reimburse points to the customer within one week.


  1. Go to My Page
  2. Go to the "Redemption Request" tab.
  3. Click "Request Redemption" for the live date you wish to request.
  4. Follow the on-screen instructions to enter and submit the information.

Will the contents of the redemption request be communicated to the Cast Member?

The text of the request itself will not be directly communicated to the Cast Member.

However, a minimum summary of the content will be communicated to the Cast Member to confirm the fact of the exchange between the support staff and the Cast Member.

Will I definitely get my points back?

We do not promise that you will get your points back, and we do not accept any claims against the final decision of our support staff.


I want to send a fan letter to a cast member.

You can send one fan letter per live date within 5 days after the completion of the live date from the "Fan Letter" tab on the Guest My Page.

The Cast Member is not obligated to respond to the letter, but the text of the letter will be notified to the Cast Member and will be visible to the Cast Member when the next session is scheduled.

Please thank the Cast Member for the fan letter by asking him or her directly on the next live date.

Please refrain from using this function for the main purpose of complaining to the Cast Member. If you have any problems with the content of the session, please go through the point redemption request procedure provided.