FAQ
Q.
After signing up, the region filter on the home screen was automatically set to my activity region even though I didn't set it.
A.Our service requires you to enter your `Activity Region 1` (Primary Activity Region) as a mandatory field during the sign-up process. Once sign-up is complete, if the region filter on your home screen is not set or is set to 'Nationwide', the filter is automatically configured to show posts from your `Primary Activity Region` by default so you can immediately receive news from your neighbors.
Q.
When using the service in Japan, how do the prefecture and municipality settings work?
A.Our service accurately links users' activity region information. Based on your set residence, it safely matches you with valuable local posts and nearby events from other members residing in that area.
Q.
Can I separately collect and view event posts from regions other than the address I set?
A.Yes. By tapping and specifying a different region or prefecture in the region selection menu at the top of the screen, you can easily gather and browse event information specifically from regions other than your own primary activity region.
Q.
I posted in the 'My Region' tab, but I can't see my post in other interest category tabs (e.g., sports, reading).
A.If you write a post without selecting an interest category, the system classifies it as local information and only shows it to members in your region. If you want your post to appear in a specific interest tab, please select the appropriate category when writing.
Q.
I entered the post list for a daily topic or interest/group, but I only see posts around my address and none from other regions.
A.Posts registered in daily topics or interests/groups are shown nationwide without regional restrictions by default. Occasionally, if your region filter setting is turned on, you may mainly see nearby posts. Please check the overall filter settings at the top of the screen and refresh.
Q.
How is a Premium Group different from a regular group?
A.This is a group managed by a creator who has activated the premium features. A premium group has a significantly expanded maximum member capacity limit (unlimited instead of the default 200), and provides 100GB of dedicated large-capacity additional storage space to keep large media like photos and videos much more abundantly.
Q.
The scheduled time for an event has already passed, but it still remains on the list.
A.Yes, that is correct. To allow you to check the history of meetups that have already concluded this month and evaluate the manners of the neighbors who participated with you, regular meetups remain visible on the list until the 'last day of the given month', and casual impromptu meetups remain visible until 'midnight (24:00) today'. They are automatically removed from the list after the specified period.
Q.
The number of participants shown on the event details screen is different from the actual number of people in the chat room.
A.The event participation application count is linked to the chat room member status. For minor information discrepancies due to network conditions, simply pull down the details screen to refresh, and it will instantly sync with the latest status.
Q.
Can I modify the scheduled time or participant capacity of an event I created?
A.Yes, you can. For the scheduled time or participant capacity, if you are an administrator or the event creator, you can freely modify and change them at any time regardless of whether other members have joined. (However, if you modify the capacity to be less than the current number of participants, new members will be restricted from joining.)
Q.
How are ticket payments processed on iPhone and Android devices?
A.Regular subscriptions or ticket purchases within the Tomo service are processed through the official payment gateways of the Google Play Store and Apple App Store. Transactions are securely handled using the credit card or payment method registered with your respective market store, and follow that market's payment regulations.
Q.
A payment failure error occurs while trying to purchase a premium ticket on an iPhone.
A.For iPhones, a verification process is conducted to maintain the App Store's own payment security. Payments may be put on hold if your mobile device's system environment settings are abnormal or violate store account security.
Q.
I subscribed to a regular payment on an Android phone, but when I switched my device to an iPhone, my subscription benefits disappeared.
A.You can safely recover your subscription information by restoring the purchase history of the store where you paid. After logging in with the account you used on your iPhone, go to `[Settings] > [Manage Subscriptions]` and tap the `[Restore Purchases]` button at the bottom. We will match your previous store payment information and sync it properly.
Q.
I accidentally deleted the mobile app after paying for a ticket, and my purchased ticket is gone.
A.Fully consumed tickets cannot be restored, but if you deleted the app while there were unused tickets remaining after payment, you can tap the `[Restore Purchases]` button to re-verify your payment history and safely recover them.
Q.
I want to change the type of card or payment method that is billed every month to a different card.
A.In-app regular payments are not processed directly by our service, but rather through the payment gateway of the Google Play Store or Apple App Store you use. You must directly change your payment method in the billing information within your mobile phone's store account settings.
Q.
If I cancel my premium subscription membership midway, do the benefits stop immediately on the day I cancel?
A.No. Even if you cancel your regular payment, you can continue to enjoy all benefits seamlessly, such as ad removal, until the last day of the remaining billing cycle for which payment has already been completed. Only the automatic billing will be stopped from the next scheduled payment date.
Q.
Where can I leave inquiries while using the service?
A.If you have any questions or discover an error while using the service, you can submit a 1:1 inquiry through the **[My Menu] > [Help (Question mark icon)] > [Report a Bug & Inquiry]** menu within the app. Through your dedicated support ticket (inquiry inbox), you can easily check the progress in real-time, from the submission status to whether an administrator has completed a response.
Q.
I'm not receiving push notifications. Is there a solution?
A.Please check if all notifications are turned on in [My Menu] > [Settings (gear icon)] > [Notification Settings] within the app. If they still don't arrive, please check the settings app on your smartphone device itself to ensure notifications are allowed for the Tomo app. (Note: On some devices, notifications may be delayed due to power saving mode or background data restriction settings.)
Q.
How do I transfer my data when changing devices or reinstalling the app?
A.Before changing your device or deleting the app, you must register your 'Email Address' and 'Password' in the **[My Menu] > [Top right gear icon (Settings)] > [Data Transfer Settings]** menu within the app. After that, you can log in with the registered email via the [Continue with Existing Data] button at the bottom of the startup screen on your new device or reinstalled app, and seamlessly restore all your data including your profile, joined groups, and chat history.
* ⚠️ **Important Notes**:
* Once the transfer (login) is complete, all current temporary data you were using on the new device (such as joined regular groups, bookmarks, and chat history) will be permanently deleted and completely overwritten by your original linked account data.
* However, if you had **created a Premium Group (as owner)** or made a **Premium Subscription (Tomo Plus)** while in a temporary state on the new device, these will not be deleted but safely merged (rescued) into your restored original account to protect your financial rights. (Note: If you have processed double payments on both accounts, you cannot cancel one within the app; you must cancel it directly from the store.)
* For security and data integrity, logging in simultaneously from multiple devices with one account (multi-device login) is not possible. Completing a login on a new device will expire the authentication token and automatically log you out from the previous device.
