Frequently Asked Questions

This page features questions frequently asked by our customers. Please refer to this page first before contacting us.

About Yoyaq

Q. Is a registration fee or service enrollment fee required?

  • No, there are absolutely no fees involved in registering as a user.

Q. What do I need before I use Yoyaq for the first time?

  • You will need three things: A computer with an Internet connection, a web camera (with microphone), and Zoom.
  • Use of a headset is optional.

Q. What can Yoyaq be used for?

  • You can use Yoyaq to hold online meetings (business negotiations, etc.) in foreign languages via Zoom.
  • Since we offer interpreters who can communicate in English, you can feel free to discuss any concerns or points to be aware of regarding the meeting.
  • You can introduce yourself as well as your company on your own without the aid of the interpreter (if desired) and then have all other meeting content interpreted. You can also request advice and feedback on your language performance from the interpreter during the reserved time.

Q. Can I use Yoyaq even if I am not in Japan?

  • Yes. You can use Yoyaq even if you are not in Japan.
  • You can use our interpretation service from anywhere in the world provided that you meet system requirements.
  • Please check the list of interpreters for interpreters living outside of Japan.

About Zoom

Q. What is Zoom?

  • Zoom is a free online meeting service.
  • It is like a free video call service that can be used via computer, tablet, smartphone, or other compatible device.
  • Zoom can be used through a free account when meetings are 40 minutes or less.
  • For details, please refer to this page.

Q. What do "Join with Video" and "Join with Computer Audio" mean?

  • When you press the "Join with Video" button, you are giving Zoom permission to use your camera. Likewise, when you press the "Join with Computer Audio" button, you are giving Zoom permission to use your microphone and speakers.
  • Since meeting participants and the interpreter see and talk to each other, cameras, microphones, and speakers should generally be turned on.
  • If you see any messages requesting video or audio access, please select "Allow" and continue.

About Meetings

Q. What types of interpreters are available?

  • We offer a large number of interpreters of various ages and nationalities.
  • All our interpreters are able to communicate in English.
  • For details, please check our list of interpreters.

Q. How do I make a cancellation?

  • Go to My Page>Reservation Confirmation>Applicable Items. Use the cancellation feature found in the Reservation Details section.
  • You must provide a reason for the cancellation.
  • You will not be billed for cancellations made at least 24 hours prior to the start of the scheduled meeting and your ticket will be returned immediately.

Q. Is it possible to make a cancellation on the same day of the meeting or make a cancellation due to an emergency?

  • It is possible to make a cancellation up to 24 hours before the start of the scheduled meeting. Please make you cancellation as soon as possible.
  • It is not possible to make a cancellation less than 24 hours before the start of the scheduled meeting. The ticket for the meeting will be used completely.
  • If you do decide to cancel, please use the cancellation feature and send a short message to the interpreter explaining the situation. We ask you to do this because if the interpreter does not receive a cancellation message and attempts to connect with you at the time the meeting was scheduled but is unable to do so, they will be waiting alone worried about the situation.
  • Interpretation service reservations are not "tentative" but rather "confirmed" when made, so please make a reservation after confirming that the time is convenient for you.
  • If cancellations are made frequently, it may inconvenience interpreters and other users who want to make reservations. We may ask users that have made cancellations frequently to refrain from using the service in the future.

Q. How many reservations can I make for one day (how many hours can I book for one day)?

  • There are no system-based restrictions limiting the number of reservations that can be made for one day (or hours can be booked for one day).
  • However, since interpreting is a task that requires concentration, it is difficult for the same interpreter to do more than eight hours of interpreting in a day.
  • Therefore, please consider using an additional interpreter if you require a long day of interpreting.

Q. Until what time can I schedule a reservation?

  • You can make reservations for any time that can be reserved on the interpreter's schedule.
  • It is also possible for interpreters living overseas to provide services late at night and early in the morning. For specific schedule information, please check the schedule provided on each interpreter's page which can be accessed from the list of interpreters.

Q. What do I need to do before the start of a meeting?

  • Please be sure to share the meeting URL or ID with the interpreter.
  • Please perform a web camera and microphone connection test.
  • Also, please check your Internet connection status. If the cause of a communication failure, such as a voice or camera malfunction or an unstable internet connection, lies on the side of the user, it will not be possible to return the ticket even if the meeting could not be held. We ask for your understanding in advance.

Q. Can I contact the interpreter before the meeting takes place?

  • Yes, it is possible to contact the interpreter in advance. Please use the field of the message feature found in the Reservation Details section to enter and send a message to the interpreter (if desired).
  • If you receive a message from an interpreter, it will also be displayed in the message section. In addition, when a message is received from the interpreter, a notification email will be automatically sent to your registered email address. You can also check messages using the "Reservation Details" page.

Q. How can I confirm that my reservation information is accurate?

  • When a reservation is completed, a "Reservation Completion Email" will be sent to your registered email address, so please look it over.
  • You will also be notified by email when a cancellation has been completed or you receive a message from the interpreter.。

Q. What should I do if the interpreter does not appear in time?

  • Please make sure that the meeting URL or ID provided to the interpreter is correct.
  • Please restart Zoom since it is also possible that it is not operating correctly.
  • Please check to see that you have not forgotten to approve the interpreter for participation in the meeting.
  • If your camera or microphone is being used by any other application, please stop using those components with that application.
  • If the interpreter still does not appear for the meeting, please contact our office.
    Tel. 0120-409050 (toll-free in Japan)
    Weekdays from 10 am to 6 pm
    We apologize for the inconvenience.
  • If you cannot wait for the interpreter to appear, please leave a message for the interpreter and indicate “Interpreting was not provided” in the Completion Report.

Q. What happens if I had trouble with Zoom or the Internet connection was unstable and I wasn't able to attend the meeting?

  • Please indicate “Other issues” in the Completion Report.
  • Please check your Internet connection in advance and then test Zoom.
  • We are sorry, but you make a cancellation within 24 hours of the scheduled starting time of the meeting, the ticket for the meeting will be used completely. Please be aware of this in advance.

Q. Can I send my impressions about (assessment of) the meeting (interpreter)?

  • Yes. A form for entering a review will be displayed in a pop-up screen from My Page, so please provide your assessment and impressions there and then post the information.

Q. What is "Favorites"?

  • "Favorites" is a feature to allow you to efficiently reserve your favorite interpreter.If you have a favorite interpreter, click the "Favorites" button.
    It will be reflected in your favorites list.
  • The "Favorites" feature can be used via the List of Interpreters Page and the Interpreter Details Page.

About Rates and Tickets

Q. What are the rates for the service?

Q. How do I make payments?

  • Payment by credit card is our main form of payment. For bank transfers (prepaid and post-invoice payments), please visit this page.

Q. I am a user with a monthly discount plan. However, I have used up my tickets before the expiration date, and I don't have a ticket for my next reservation. What should I do?

  • In conjunction with the monthly discount plan, it is possible to purchase tickets using the spot plan which allows you to buy tickets at any time.
  • If you purchase a new ticket, the expiration date will be automatically extended if the monthly discount plan is being continued.

Q. How can I check a ticket expiration date?

Q. Will any partial tickets left at the end of the month disappear?

  • When you buy more tickets, the use-by date for previously purchased tickets that still remain changes to that of the new tickets.

Q. How can I change my monthly payment plan?

  • After logging in, go to My Page then Card Payment, select anew the monthly plan you want, and complete payment.
  • This will automatically cancel your monthly plan to date and activate the new monthly plan from that date forward. The use-by date of any previously purchased tickets still remaining will extend by one month.

Q. How can I change the credit card that I am using for payments?

Please follow the procedure below to change the credit card used for monthly payments.

  1. Log in to your PayPal account.
  2. Go on the setting icon right on the top of the main page. Click it and scroll down
  3. You will see “Preapproved payments” in the payment setting; click this option
  4. Preapproved payment will show you the different names of the merchants. Click the one for changing the agreement you like to make payments with.
  5. Go down on the page and click “Change” in your payment method section.
  6. Click on the payment method you would like to use for your payments.
    *If you wish to use a different credit card, click "Link a debit of credit card" to add a new credit card.
  7. If you wish to update your credit card information, clicking "Edit" will allow you to edit the expiration date and security code.

User Registration and Other Matters

Q. Is a fee required for user registration?

  • No. User registration is free of charge.

Q. I registered as a user but am unable to make a reservation. What should I do?

  • Please register information here. Once your basic profile is registered you will be able to make a reservation.

Q. How is the information that I provide for registration handled?

  • The information that you provide for registration purposes is handled very carefully by our company. Our Privacy Policy is provided on our website, so please check it for details.

Q. I registered as a user but have not received a confirmation email. What should I do?

  • It appears that email notifications from Yoyaq are being sent to the spam folder of your email service (free email addresses such as Yahoo Mail and Gmail).
  • When checking incoming mail, please also check your spam folder.

Q. I registered a mobile phone email address but have not received an email. What should I do?

  • In regard to mobile phones, it seems that email often cannot be received because mobile carriers are strengthening anti-spam measures and users can set spam settings individually.
  • If you have received an email containing garbled text, could you please upgrade your email software or obtain another free email address (Gmail, etc.)? Sorry for the inconvenience.

Note: Please attempt to set the email receive list settings of the applicable mobile carrier below.

  • au customers click here.
  • softbank customers click here.
  • docomo customers click here.

Q. Is is possible to immediately edit or delete registered information?

  • It is possible to immediately edit registered information. After logging in, you can freely edit information at any time using Edit Profile.
  • As far as immediately deleting registered information, it will be necessary to stop your plan, so please contact us using the form on the Contact Us page.
  • However, Yoyaq basically keeps your account forever so that you can resume it at any time. If you have forgotten your password when attempting to log in to your account again, please reset your password using the Password Reset feature on the login screen.

Q. Can multiple people use a single user's account?

  • No, this is not possible. Each person needs to create their own account.

Q. Is it possible to pause or withdraw from a plan?

  • We do not have a system in place for pausing a plan. If you are a Monthly Discount Plan user and you cancel the plan, you will not be billed after you cancel.
  • Tickets are valid for one month. Once expired, you will not be able to automatically reserve meetings. However, if you want to resume the plan or purchase the ticket again, you can resume reserving meetings as usual. However, leftover tickets cannot be used.
  • If you want to withdraw from a plan, please contact us using the Contact Us page.

Q. How do I cancel my Monthly Discount Plan?

  • After logging in, select "Card Payment" on My Page and click the "Cancel Plan" button. After doing so, you will not be able to request tickets any longer. In addition, there are no additional cancellation procedures.
  • You can easily restart your plan at any time.

Q. How do I change my password?

Q. I forgot my password. What should I do?

  • Please reset your password using the Reset Password feature found on the login screen.

Q. What is the recommended operating environment?

The recommended operating environment is as follows.

Internet Browser

  • Windows

    ・Mozilla FireFox 3.6 or later
    ・ Google Chrome 10 or later
    ・ Apple Safari 5 or later
    ・ Microsoft Internet Explorer 8 or later

  • Mac

    ・ Apple Safari 5 or later
    ・ Mozilla FireFox 3.6 or later
    ・ Google Chrome 10 or later


  • Main Memory

    ・ At least 2GB

Q. Can you make any other operating environment recommendations?

  • Internet: Please use a wired connection whenever possible.
  • Zoom: Please use the latest version of Zoom.