Frequently Asked Questions

Using online banking

What should I do if there is an error when making a fund transfer or when making a domestic transfer on Internet banking?

* Please be sure to check: In-store, contact center and other services to prevent the spread of the COVID-19
There may be several reasons why restrictions are placed on your account.
Please refer to the chart below.

Reasons of account restrictions Procedures for lifting restrictions Timing of removal of restrictions
・Change of address NOT Completed with Shinsei Bank.
(Documents sent from Shinsei bank was returned due to unknown delivery address, etc.)
【Customers who are already logged in】
1)Please select "Registered information "menu on the upper part of the top page and proceed to "Change Registered Address" section.
2)Please confirm if there are any changes to your existing registered address.
Please enter your current full address including postal code.


【If you are not logged in.】
Please login here and refer to 1) and 2) above "【Update via Shinsei PowerDirect (Smartphone Authentication) 】"for change of the address.
Within 2-3 days after completion of the change of address.
・Both change of address and the name NOT completed with Shinsei bank.
(Documents sent from Shinsei bank was returned due to unknown delivery address, etc.)
Account holder is requested to contact Shinsei PowerCall (call center)
On the spot, over the phone.
・There were no transactions made or no movements of your funds in your account for over 2 years.
Account holder is requested to contact Shinsei PowerCall (call center)
On the spot, over the phone.
・(For our International customers)when the Residence Card renewal has not been finalized.
Please check here for the procedure to change your period of stay.
In approximately 1 week upon receiving your documents.


(※1)Please contact Shinsei PowerCall (call center) if the restrictions needs to be lifted urgently, or if the reasons for the account restrictions are unclear.   Please note, depending on situation, we may not be able to lift restrictions on your account regardless of the urgency.

【Shinsei PowerCall (call center)】
0120-456-022(toll-free)
*Hours of operations:08:00-21:00 /Everyday


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