Question 1

I received an email I don't recognize. Is there any way to verify if it's genuine?

Accepted Answer

If you feel even the slightest bit suspicious about the sender's address, content, or wording of an email, please contact support@woodstock.co. Furthermore, we will never ask you to enter your password or send you login links via email or SMS. Even if you receive a suspicious email or SMS, never click on any URLs included; instead, log in using our installed official app.

Question 2

What should I do if I don't receive the email?

Accepted Answer

If you are not receiving emails from Woodstock Co., Ltd. / AlpacaJapan Co., Ltd., please check the following possibilities:

If you are using a mobile phone carrier email address:
If the part of your email address after the "@" symbol is docomo.ne.jp, ezweb.ne.jp, au.com, softbank.ne.jp, etc., emails may not be delivered due to your mobile phone carrier's spam filter settings. Please configure your settings to allow emails from Woodstock Co., Ltd. / AlpacaJapan Co., Ltd.

For docomo users:
https://www.docomo.ne.jp/info/spam_mail/domain/

For au users:
https://www.au.com/support/service/mobile/trouble/mail/email/filter/detail/domain/

For softbank users:
https://www.softbank.jp/mobile/support/mail/antispam/spammailfilter/

For more details, please refer to the AlpacaJapan Co., Ltd. user guide.

https://sec.alpaca.ai/guide/common/faq/email-nondelivery/

Question 3

I've forgotten my login ID and password.

Accepted Answer

[About logging into the Woodstock app]
The Woodstock app requires you to log in using your email address. After entering your registered email address, an authentication code will be sent to you. Please enter this code to log in.

[About logging into the AlpacaJapan Co., Ltd. website]
To log in to the AlpacaJapan Co., Ltd. website, you will need to enter your "Login ID (email address)" and "Login Password". For those who have been using the service since before August 2024, please log in using your 4-digit alphanumeric ID + 4-digit number, or the email address you use to log in to Woodstock. Those who opened an account after August 2024 should log in using their email address. Please also set a password upon your first login. You can reset your AlpacaJapan Co., Ltd. password at https://app.sec.alpaca.ai/user/password-reset.

Question 4

I cannot log in to the Woodstock app.

Accepted Answer

The Woodstock app uses email address login. Please enter the email address you registered with, and a verification code will be sent to you. Enter the code to log in. If you do not receive the email, please check your spam folder.

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