ANA GranWhale is a virtual travel service that uses gaming technology to recreate the world's great destinations and cultures in a safe and comfortable metaverse.

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

You can become a World Traveler (avatar) and enjoy group travel and shopping experiences with your friends and family easily and conveniently.

V-TRIP

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

You can travel to Kyoto and Hokkaido, as well as other parts of Japan and around the world.

The experience of experiencing historical buildings and panoramic 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 Metaverse space, you can talk with store staff and purchase digital items and e-commerce products.

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.

• Thailand
• Malaysia
• Philippines
• Hong Kong
• Taiwan

ANA GranWhale is an app 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 iOS 14 or later (iPad is not supported)
• RAM: 4GB or more
• 8GB or more of free storage space(Installation is possible on devices that support iOS 14 or later, but operation may become unstable on devices that cannot be updated to iOS 14 or later versions.)

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

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), linking your ANA Mileage Club membership (optional), and completing the World Traveler creation steps.

You can link your ANA Mileage Club card in one of these three ways.

During your first login

1. An input screen will appear during the account registration
2. Enter your [ANA Mileage Club Customer Number (10 digits)] and [Web password]
3. Tap [Link]

From the options menu

1. Tap the options menu in the upper right corner of the 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 during the first login.

Link from the in-app currency display section in the upper left corner of the page

1. Tap the in-app currency display in the upper left corner of the screen
2. Tap [ANA MILES] at the top of the screen

The next steps are the same as step 3 onwards of how to link from the options menu.

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.

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 ANA Miles to V-Miles (with expiration date).

There is a limit to the number of V-Miles a World Traveler can have.

V-Miles

999,999,999

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

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

How to convert Miles

1. Tap the in-app currency display in the upper left corner
2. Tap [ANA MILES] at the top of the screen
3. Tap [Link ANA Mileage Club Membership] if you have not linked this app to your ANA Mileage Club
4. Enter your [ANA Mileage Club Customer Number (10 digits)] and [Web password]
5. Tap [Link]
6. Tap [OK] after the authentication is complete
7. To convert ANA Miles, tap [Enter Password] and enter your ANA Mileage Club [Web password] again
8. After the authentication is completed and the conversion list appears, you could convert to V-Miles

*Please note that conversion back to ANA Miles is not allowed after you converted 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.

Of the free V-Miles, the V-Miles converted from ANA Miles will have an expiration date.

You can check the expiration date from the in-app currency display in the upper left corner.

1. Tap the in-app currency display in the upper left corner
2. Tap [V-MILE content confirmation] in the lower-left corner of the screen
3. 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 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.

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 your Sky Phone

1. Tap the [Sky Phone] button on the headset icon in the lower right corner
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 add
2. Tap the World Traveler icon
3. Tap [Add Friend] on the profile screen

*After taking the above steps, the other user can become your friend by tapping [Accept] on the [Request] menu in the [Friend] section of the [Sky Phone].

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

How to create a group

1. Tap the [Sky Phone]  button on the headset icon in the lower right corner.
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 [Sky Phone] button on the headset icon in the lower right corner.
2. Select [Group].
3. Touch the [Disband] or [Leave] button at the bottom of the group option.

*Only the [Host] can disband the group.

Group Chat is 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 at the V-TRIP counter

1. Approach the SA at the right counter and tap [Talk]
2. After the message [You can register your email address here] appears, tap the screen 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]

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] and then select the recipient
3. Select Recipient and tap [Confirm Who to send to]

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

We thank you for your understanding.

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

Stores where ANA Miles can be used

*Listed in alphabetical order.

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

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 more information, please visit the counter on the 2nd floor of Add-in BLUE.  

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]

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.

How to make an in-app report

1. Tap the World Traveler you wish to report
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, please contact the management in advance before posting your contents using the inquiry form.

*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.