Overview
Thank you for using Moneytree.
We are currently experiencing a temporary issue where data cannot be retrieved properly from Rakuten Point. In connection with this, as part of Rakuten's security measures, some customers may be asked to reset their password. In such cases, you may receive an email from Rakuten with a subject such as "Request to Reset Your Password."
In most cases, this email is related to the issue described above. As a precaution, however, we recommend checking for any signs of unrecognized access to your account, and contacting Rakuten's support if you have any concerns. We sincerely apologize for any concern this may have caused.
Q. What should I do?
We apologize for the inconvenience, but please try the following steps:
Reset your password via Rakuten's official website or official app.
Confirm that you can log in to the Rakuten service successfully with your new password.
Because Rakuten Point is currently under maintenance, you may be temporarily unable to update your registered credentials (password) within the Moneytree app. Once this issue is resolved, please update the password for the relevant service in the Moneytree app to the new one.
Q. Are Rakuten Securities, Rakuten Card, and Rakuten Edy also affected?
For customers who have registered their Rakuten Point account, other Rakuten financial institutions may be affected by this issue. Customers who have not registered Rakuten Point via Moneytree will not experience any impact.
Q. I received a password reset email that I don't recognize. Is it safe?
Please be cautious of phishing emails impersonating Rakuten. For your safety, we recommend the following:
Check that the sender's email address is Rakuten's official domain (@rakuten.co.jp).
Do not reset your password via any links in the email. Instead, go directly to Rakuten's official website or official app.
We are currently investigating this issue and working on a fix. We sincerely apologize for the significant inconvenience caused to affected customers, and we kindly ask for your patience while we work toward a resolution.
Moneytree Support Team
#rakuten #rakutenpoint