"ANA GranWhale" is a virtual travel platform app that allows you to freely and comfortably enjoy your trip by recreating amazing destinations and cultures around the world.

"ANA GranWhale" consists of V-TRIP (virtual travel space) and Sky Mall (shopping space) services.

V-TRIP

-A virtual trip where you can enjoy the world anytime with anyone-

You can travel to various places of Japan and around the world.

Experiencing historical buildings and spectacular views with explanations from a variety of guides is unique to ANA GranWhale.

Sky Mall

-A shopping mall that offers an extraordinary experience that fuses the real and virtual-

You can enjoy shopping with your friends while walking through the fashionable "Sky Mall".

At stores unique to the virtual space, you can talk with store staff and purchase digital items and e-commerce products.

Furthermore, if you collect "Gran Chip" (in-app item) while experiencing "ANA GranWhale," you can pull the Miles Gacha that can win Miles.

Please enjoy traveling and shopping as a World Traveler (Avatar) on your smartphone.

We Sky Attendants are looking forward to welcoming you onboard.

※The Gacha that can win Miles is available only to those who have linked with their 10-digit ANA number.

We will continue to expand and develop our service, so please look forward to it!

ANA GranWhale is available in the following countries.

We plan to add more countries in the future.

• Japan
• Thailand
• Malaysia
• Philippines
• Hong Kong
• Taiwan

ANA GranWhale is an app that allows minor users to use it, but concerning the in-app billing is available for users aged 13 and above.

In order to ensure that minor users and their legal guardian (person of parental authority, etc.) can use this service with peace of mind, please be aware that the app has a charging limit based on different age groups.

Regarding the in-app purchase by a minor, please be sure to have a legal guardian (person of parental authority, etc.) supervise the minor.

ANA GranWhale is a smartphone app.

Please keep in mind that we do not currently support PC or VR devices.

Please refer to the following for the operating environment requirements of this application.

iOS

• iPhone with the latest iOS version (iPad is not supported)
• RAM: 4GB or more
• 8GB or more of free storage space

*Devices capable of updating to the latest iOS version can install this app. If a device cannot be updated to the latest iOS version, its operation may become unstable with this app.

*Additionally, devices running iOS 16 may also experience instability when using this app.

Android

• Android OS 9 or later
• RAM: 4GB or more
• 8GB or more of free storage space

*The app performance may become unstable if your device does not have 4GB RAM or more.

*Some devices are not supported.

*For more details about each device, please refer to the official website of the manufacturer.

*Please note that it may take us some time to support the latest version of OS.

The app will ask you to allow access to the microphone, notifications, and camera.

You can still use the app if you choose to restrict access, but you may not be able to use some functions.

*After creating an account, you can change the setting from the app setting on your device.

The app is only available online.

We recommend using the app in a WiFi environment as you might need to pay for data charges when you download and use the app.

You will have an official account in this app after downloading and providing your name, setting your area of residence (optional), and completing the World Traveler creation steps.

You can link your 10-digit ANA number in one of these four ways.

In the tutorial during your first login

1. An input screen will appear at the end of the tutorial

2. Enter your [10-digit ANA number] and [Web password]

3. Tap [Link]

From the options menu

1. Tap the options menu in the upper right corner of the home screen

2. Tap [Account Information]

3. Tap [Link ANA Mileage Club Membership]

The next steps are the same as steps 2-3 of the linking in the tutorial during the first login.

From the profile menu

1. Tap the avatar icon in the upper right corner of the home screen, left of the options menu

2. Tap [Buy V-Miles] in the center right of the screen

3. Tab [Miles]

4. Tap [Link ANA Mileage Club Membership] in the lower side of the screen

The next steps are the same as steps 2-3 of the linking in the tutorial during the first login.

From the Gran Chip menu

1. Tap the icon showing the number of possessed Gran Chips at the upper left of the home screen

2. Tap [Use]

3. Tap [AMC Link] displayed below the Miles Gacha

The next steps are the same as steps 2-3 of the linking in the tutorial during the first login.

You can join the ANA Mileage Club on the official website.

For further details, please contact inquiry window on the website above.

The characters that can be used for a username are as follows:

• hiragana, katakana, kanji character, alphabet, numeral, symbol
• Maximum number of characters is 10 (both single-byte and double-byte characters are allowed)
• emojis are not allowed

Please note that you cannot register a username that contains characters or strings that are similar to inappropriate expressions. If you cannot register a username due to the above, please change your username.

In principle, you can only link your 10-digit ANA number to this service once.

It’s not available to link to multiple AGW accounts at the same time.

If your ANA number has already linked to another AGW account, this messages will be appeared.

Even if you delete and re-install the application, you cannot link it to the newly created AGW account again.

Moreover, please also note that you can’t transfer your AGW account if you don’t set up the account transfer in advance.

※For details on how to transfer your account, please refer to the answer provided below [3. Service Usage　Can I transfer my account if I changed my phone?]

If you need to unlink or re-link due to unavoidable circumstances, please contact us via the inquiry form. 

After the re-link or un-link procedure has been completed, users will not receive a response to a second re-link or un-link request for a month, irrespective of the reason.

Each user can only accrue Miles in one Mileage Account.

If a user has more than one Mileage Account, we will handle them in accordance with Article 4.2 of the ANA Mileage Club Terms and Conditions.

V-Miles are ANA GranWhale's currency that can be used for in-app purchases and experiences.

There are two types of V-Miles: paid V-Miles and free V-Miles.

Paid V-Miles

V-Miles purchased through App Store for iPhone and Google Play for Android. 

Free V-Miles

You can get free V-Miles by enjoying the in-app contents (no expiration date) or by converting Miles to V-Miles (with expiration date).

There is no upper limit to the V-Miles that World Travelers can hold.

However, if it exceeds 99,999, it will be displayed as 99,999+.

You can purchase miles using prepaid payment options issued by third-party payment service providers (including, but not limited to, Apple Inc. and Google Inc.)

*However, please note that the following purchase methods, coupons, and discounts are not accepted.

• ANA SKY Coins, Premium Points, ANA Travel Vouchers, ANA Usage Coupons, ANA "Diamond Service" In-flight and Airport Shopping Coupons
• ANA Card discount 
• Combination with other payment methods

Miles can be converted to V-Miles in the following ways.

How to convert Miles

1. Tap the avatar icon in the upper right corner of the home screen
2. Tap [Buy V-Miles] in the center right of the screen
3. Tap [MILES] at the upper right of the screen
4. Tap [Link ANA Mileage Club Membership] if you have not linked this app to your ANA Mileage Club
5. Enter your [10-digit ANA number] and [Web password]
6. Tap [Link]
7. Tap [OK] after the authentication is complete
8. To convert Miles, tap [Enter Password] and enter your ANA Mileage Club [Web password] again.
9. After the authentication is completed and the conversion list appears, you could convert to V-Miles

*Please note that conversion back to Miles is not allowed after you decided to get the V-Miles.

You can earn free V-Miles by completing missions, increasing your Traveler's Rank, and using other contents.

Whale Coins are free coins that can be earned in ANA GranWhale.

You can earn them by using each content.

Gran Chips and the free V-Miles that were converted from Miles have an expiration date.

■ The V-Miles that were converted from Miles:

Valid until the end of the month, 12 months after the month of conversion

■ Gran Chips:

Valid for "30 days" after they are acquired (calculated in Japan time)

*You can check the details of your possessed Gran Chips by tapping the icon showing the number of possessed Gran Chips at the upper left of the home screen.

You can check the expiration date from the avatar icon displayed in the upper right corner of the home screen.

1. Tap the avatar icon in the upper right corner of the home screen
2. Tap [Buy V-Miles] in the center right of the screen
3. Tap [V-MILE content confirmation] in the lower-left corner of the screen
4. Tap [Exchange History]

You can also check the breakdown of the V-Miles you have from the options menu.

1. Tap [Option] menu in the upper right corner of the home screen
2. Tap [Account Information]
3. Tap [In-Service Currency Information]

For inquiries about purchasing V-Miles, please have your GranWhale ID ready and contact us from here.

The GranWhale ID can also be copied from [Account transfer] inside the option menu.

For more specific steps, please refer to the answer provided below [3. Service Usage　Can I transfer my account if I changed my phone?]

Please note that we may need to verify your identity when necessary.

In addition, we will not be able to respond to cases in which the application is not working properly due to device malfunction as we cannot confirm your identity.

No refunds will be accepted once you have purchased the V-Miles.

We appreciate your understanding before you proceed to purchase.

The purchase may not be properly reflected if the purchase screen was closed while the transaction is being processed.
Please do not close the application screen until you finish the process and see a message indicating that the transaction has been completed.

There is no upper limit to the Whale Coins that World Travelers can hold.

However, if it exceeds 99,999, it will be displayed as 99,999+.

Gran Chip is a free currency that can be collected in the Sky Lobby and Sky Mall areas.

The number of possessed Gran Chips is displayed at the upper left of the screen.

You can check the details of your Gran Chips by tapping the icon showing the number of Gran Chips you have on the top left of the home screen.

The collected Gran Chips can be used to exchange for in-app digital items.

Moreover, World Travelers who link up with their 10-digit ANA number can pull the Miles Gacha to win Miles.

Both can be found in the [Use] section of the Gran Chip menu.

There is a limit to the number of Gran Chips a World Traveler can acquire.

■Gran Chips: 20,000

*The maximum number of “Gran Chips” that can be earned in 30 days (calculated from the date of acquisition) is 20,000. More than 20,000 Gran Chips earned will be invalid.

*You can check the details of your Gran Chips by tapping the icon showing the number of Gran Chips you have on the top left of the home screen, and then tapping [Chip] on the Gran Chip screen.

.

The Miles you acquired through the Gacha will be sent to your linked 10-digit ANA number one to two months after the month of acquisition.

You can check the information on the grant schedule and grant history in the following ways.

1. Tap the icon showing the number of possessed Gran Chips at the upper left of the home screen
2. Tap [Mile] at the upper part of the screen

*The Miles Gacha and the check of the Mile are available only to users who have linked their 10-digit ANA number.

If the application crashes, please try the following improvement steps.

Steps for improvement

1.  Ensure that your device has sufficient storage space.
2.  Please make sure that you are using the app in a recommended environment.(We recommend using the app in a WiFi environment.)
3.  Restart the app.
4.  If the problem persists even after trying steps 1 through 3, delete the app and re-install it.

*If you wish to transfer your previous account, please set up a transfer in advance by referring to the answer to [3. Service Usage　Can I transfer my account if I changed my phone?], and then delete and reinstall the app.

If you are unable to update, there may be a problem with your network environment or device storage space.

Please make sure that there is no problem with your network environment and that your device has enough free storage before you update.

If there is a network failure, you can return to where you left off or to the home screen.

For data recovery, please have your GranWhale ID ready and contact us from here.

The GranWhale ID can also be copied from [Account transfer] inside the option menu.

For more specific steps, please refer to the answer provided below [3. Service Usage　Can I transfer my account if I changed my phone?]

Please note that we may need to verify your identity when necessary.

In addition, we will not be able to respond to cases in which the application is not working properly due to device malfunction as we cannot confirm your identity.

You can add friends using one of these 2 ways.

Add from the avatar icon　

1. Tap the avatar icon in the upper right corner of the home screen

2. Select [Friend]

3. Select [Add Friend]

4. Search for the user name of the friend you want to add and choose [Add]

Add by tapping another World Traveler

 1. Tap the World Traveler you want to be friends with

 2. Tap the World Traveler icon

3.Tap [Friend] on the profile screen

*The icon will disappear in a few seconds if no action is taken.

*After taking the above steps, the other user can become your friend by tapping [Accept] on the [Request] menu in the [Friend] section of their profile, which is displayed by tapping the avatar icon.

How to create a group

1. Tap the avatar icon in the upper right corner of the home screen

2. Select [Group].

3. Tap [Create a Group] to create a new group. 

To join an existing group, enter the name of the group you wish to join in the search field and join the group.

4. To create a new group, select the users you wish to invite, decide on a group name, and create the group.

*Please note that you cannot create a new group with a group name that is already in use.

How to disband/leave a group

1. Tap the avatar icon in the upper right corner of the home screen

2. Select [Group].

3. Tap the [Disband] or [Leave] button at the bottom of the group option.

*Only the [Host] can disband the group.

Voice Chat and Group Chat are not available if you are not a member of a group.

Please make a group with your friends.

Please refer to the following for more information on each chat function.

Voice Chat

You can make voice calls with your group of friends.

Group Chat

You can exchange text messages with your group of friends.

Area Chat

You can send messages to other World Travelers in the same area.

You can sign up for the ANA Mail Magazine in the following 2 ways

Register with the SA in the Sky Lobby

1. Approach the Sky Attendant who is standing in front of the counter located behind ANA FESTA (while facing ANA FESTA from the starting position) and tap [Talk]

2. After the message [You can register your email address here] appears, tap [NEXT] to go to registration screen of email address

3. Enter your email address and tap [Register]

4. Enter the Authentication Code found on your email and tap [Authenticate]

Register from the options menu

1. Tap Options Menu in the upper right corner of the screen

2. Tap [Account Information]

3. Tap [Register your email address]

4. Enter your e-mail address and tap [Register]

The next steps are the same as step 4 of register with the SA in the Sky Lobby

We do not accept returns on digital items.

Before you proceed, please note that no returns will be accepted upon purchase.

You can send digital items as gifts in the following ways.

1. Tap the digital item icon
2. Tap [Present] 
3. Select Recipient and tap [Confirm who to send to]
4. Tap [Confirm Purchase] after selecting the number of purchases from the Confirm Purchase menu

V-Miles and Whale Coins cannot be used to purchase online store products.

We thank you for your understanding.

Miles can be used for purchases and hotel reservations at the following stores.

Stores where Miles can be used

*Listed in alphabetical order.

• ANA CATERING SERVICE CO.,LTD.
• ALL NIPPON AIRWAYS TRADING CO., LTD. / A-style
• ANA WORLD HOTEL

Some stores can deliver within Japan and some stores can deliver overseas.

Please refer to the following for store delivery information.

Please contact each store for details.

Stores with overseas delivery option

*Listed in alphabetical order.

• Add-in BLUE
• ANA FESTA
• Mizuno Corporation
• Gramme Co. / Q-pot. ANA GranWhale Shop

*Some products, countries, and regions may not be eligible for international delivery. If the display panel of the electronic commerce found inside the Q-pot. ANA GranWhale Shop leads to a domestic page only, then that item cannot be shipped overseas. International shipping mainly uses EMS (or DHL depending on situation), and shipping country is basically worldwide. However, there may be a country (region) where delivery is not possible depending on circumstances in each country.

Stores that can deliver only within Japan

*Listed in alphabetical order.

• ALL NIPPON AIRWAYS TRADING CO., LTD. / A-style
• BAYCREW'S Co., Ltd.
• BEAMS Co. Ltd.
• ITO EN, LTD.
• MURASAKI SPORTS
• SHIPS

Please check each company's website for information on how to return online store products. For other inquiries regarding the products, please refer to the terms of use and following contact information on each company's website.

*Please note that only Japanese language sites and Japanese language support may be available.

*Listed in alphabetical order.  

• Add-in BLUE
• ANA CATERING SERVICE CO.,LTD. ・ ALL NIPPON AIRWAYS TRADING CO., LTD. / A-style
• ANA FESTA ：Please contact the following.
  • ml_notice_businessplanning-team@anafesta.com
  • Please read the delivery/return policy in advance. 
• BAYCREW'S Co. Ltd.
  • If you are a BAYCREW'S member, please have your 13-digit membership number ready, beginning with 99.
• BEAMS Co., Ltd.
• ITO EN, LTD. : Please contact the following.
  • customer@itoen.co.jp
• Mizuno Corporation
• MURASAKI SPORTS
• Gramme Co. / Q-pot. ANA GranWhale Shop
  • Please be sure to inform that your inquiry involves the ANA Granwhale app.
• SHIPS 
  • Please be sure to inform that your inquiry involves the ANA Granwhale app.

We offer discount coupons that can be used at both [A-style] and [ANA CATERING SERVICE] for purchasing online store products.

For details, please go down the steps on your right after entering Add-in BLUE, and check at the counter directly in front of you.

*Please note that there is a expiration date for acquiring and using coupons.

Please use the ID/Password you already have at each company's site or create a new one. 

This service uses the ANA WORLD HOTEL system for hotel reservations.  

For reservation inquiries, please contact ANA WORLD HOTEL.  

The following phenomena may occur upon downloading the application on an Android device and logging in for the first time:

・Download takes time upon moving between areas

・Dialogue takes time to show up upon having a conversation with existing characters, etc.

The application should work properly once it is closed and restarted.

However, please try the following method in case the issue is not resolved.

Troubleshooting

・Close all unnecessary applications before using ANA GranWhale

・Use the application in environment that has good signal condition

・As using ANA GranWhale continuously for a long period of time would put workload on the device, please use it 5 minutes after the device has been turned off

You can transfer your account by setting up a transfer in advance.

Please follow the steps below to set up a transfer before changing your phone.

How to set up a transfer in advance

1. Tap the [Option] menu at the top right of the screen

2. Tap [Preparation for account transfer]

3. Tap [Issue Password] at the bottom right of the screen

4. Copy [GranWhale ID] and [Password]

*Please paste the copied GranWhale ID and password respectively using a note-taking application found in the device, and manage them on your own.

In addition, after changing the phone, you can transfer your account by following the steps below upon starting the application for the first time.

How to transfer

1. Tap [Account transfer] at the top right of the initial screen upon starting the application

2. Enter your [GranWhale ID] and [Password]

3. Tap [Transfer]

Unfortunately, emojis are not available when entering text within the application, such as profile names, group names, and chat.

Please note that even if you are able to enter the emoji, it may cause a bug, such as being garbled, replaced by other emojis or symbols, or not displayed.

Moreover, the app's built-in stump function is available in the Group Chat.

If the app does not start, it may not have been updated to the latest version.

It may be resolved by manually updating to the latest version from the App Store or Google Play, so please try the following steps.

Manual Update Instructions for the App Store: 

1. Tap the store app icon.

2. Tap the user icon in the top right corner.

3. Tap the "Update" button from the apps that can be updated.

※If the "Update" button does not show, please search for the app in the store and update from the app detail screen.

Manual Update Instructions for Google Play:

1. Tap the store app icon.

2. Tap on "Manage apps and devices" in the top right corner.

3. Tap the "Update" button from the apps that can be updated.

※If the "Update" button does not show, please search for the app in the store and update from the app detail screen.

Location Posts (featuring a blue machine) are installed in various places, such as Sky Mall and V-TRIPs.

You can post by approaching the Location Post and tapping “Upload at Location Post.”

For instructions on using the Location Post, please talk to the NPC located left side under the Sky Lobby stairs (when looking down from the top of the stairs), who is indicated by a tutorial icon (a book icon encircled in red).

Furthermore, the maximum number of posts for the Location Post is 30. If you reach the limit, please follow the steps below to delete past posts.
You can delete past posts as follows:

1. After logging into the app, tap the avatar icon in the top right of the screen
2. Tap [My Trip]
3. Tap [Postlog]
4. Tap [Delete]

1. Tap the options menu icon on the home screen

2. Select [Delete Account]

3. Review the information and select [Delete account permanently]

4. Select [OK]

*Please note that once an account is deleted, it cannot be cancelled or restored.

Please enter the following information and send it to us on the contact form.

The users who have linked the ANA Mileage Club Membership Number

If you know your current AGW ID, please enter it here. If you don't know it, it is fine to be blanked.

Please enter your email address.

Please enter your information using the example above as references.

The users who have not linked the ANA Mileage Club Membership Number

Please enter your information using the example above as references.

Please enter the following information and send it to us on the contact form.

If you know your current AGW ID, please enter it here. If you don't know it, it is fine to be blanked.

Please enter your email address.

※Please notice that once the unlinking or re-linking procedure is done, we will not handle the unlink or re-link problem for any reason for a month.

Please enter your information using the example above as references.

For inquiries regarding problems while using the application, please contact us using the inquiry form and let us know the following information.

1. Your device (e.g. iPhone11ProMax /Xperia)
2. iOS/Android version (e.g. 16.1.2/13)
3. Time and location at which you experience the problems (e.g. during login, lobby)
4. Details about the situation and steps you took

Our ANA GranWhale is aimed at World Travelers from all over the globe.

Please refrain from threatening, discriminating, harassing, or insulting others with your behavior or posts.

In case the management recognizes that there is a violation of the Terms of Use, the use of the app may be subject to restrictions.

If you experience any problems with other World Travelers or encounter any comments or postings within ANA GranWhale that make you uncomfortable, please notify the management via the inquiry form or report to us through the following methods.

We will take appropriate actions to address the reported issues.

You can make an in-app report using one of the two methods listed below.

Report from the profile screen

1. Tap the avatar icon in the upper right corner of the home screen

2. Tap [Friend]

3. Tap [Recommendation] tab

4. You can identify the target World Traveler by searching the user’s name or finding it in [Recent MEETS users] list

5. Tap the avatar icon of the target World Traveler

6. Tap the red flag on the upper right of the displayed profile screen

7. Select the reason for the report and tap [Report]

Report by tapping the target World Traveler directly

1. Tap the target World Traveler

2. Tap the World Traveler icon

3. Tap the red flag on the upper right corner of the displayed profile screen

4. Select the reason for the report and tap [Report]

We appreciate your understanding and cooperation in creating a safe, secure, and comfortable environment.

ANA GranWhale welcomes World Travelers to share their in-app experiences with the whole world.

However, users must follow the “Guidelines for ANA GranWhale Content Posting and Streaming” when posting and streaming videos, images, etc. related to this service.

As long as you follow the guidelines concerning the services, users do not need to contact us via the inquiry form individually.

We request your advance understanding for the safety, security, and operation of comfortable spaces on ANA GranWhale.

*For Content owned by third parties, please check with the lawful owner. Please note that we will not respond to inquiries regarding the ownership of the right.

*Please be considerate to other World Travelers.

For more information on the use of personal information, please check our Privacy Policy.

For removing your personal information, please have your GranWhale ID ready and contact us from here.

The GranWhale ID can also be copied from [Account transfer] inside the option menu.

For more specific steps, please refer to the answer provided below [3. Service Usage　Can I transfer my account if I changed my phone?]

Please note that we may need to verify your identity when necessary.

Advertisements are managed by the advertiser.

If you have any questions, please contact the customer service of each advertiser.

Thank you for letting us know about this issue. We will check the contents and make corrections as soon as possible if necessary.

We apologize for the inconvenience, but please contact us using the inquiry form .

For any type of inquiry, please contact us using the inquiry form.

The Miles Gacha by using Gran Chips is available for those who have linked their 10-digit ANA number.

For information on how to link your 10-digit ANA number, please refer to [1. Before using the app Registration Details Q. How can I link my 10-digit ANA number?]