ความช่วยเหลือ
About Facilities and Admission Gates
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Where is teamLab Planets TOKYO located, and how do I get there
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Address
- 6-1-16 Toyosu, Koto-ku, Tokyo, 135-0061
Guests Coming by Train from Shin-Toyosu Station
- Nearest station : Shin-Toyosu Station (Tokyo Waterfront New Transit Waterfront Line Yurikamome Line)
- Route from the station : Exit the ticket gate and go right, take the North Exit. It is along the sidewalk.
Guests Coming by Train from Toyosu Station
- Nearest station: Toyosu Station (Tokyo Metro Yurakucho Line)
- Route from the station: After going out to the ground from Exit 7 and proceeding along the high bridge of Yurikamome Line, you will be able to see it on the right side of the sidewalk in 10 minutes on foot.
Guests Coming by Bus
- Nearest Bus Stop : Shin-Toyosu Eki-Mae (Toei Bus TO-05)
- Route from the bus stop : Head toward Shin-Toyosu station and you will see it on your left.
*The facilities do not have any parking, so we ask guests to come by train or bus.
*For details of "Free 1-Hour Parking Ticket at LaLaport Toyosu" please visit the following link.
Check here for details.
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Do I have to show my ID at the entrance?
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Each ticket and each ticket fare is set depending on the age.
We might ask you to present a justification of your age in some case, so please bring the following documents when coming to teamLab Planets TOKYO :[Junior high school / High school] Ticket
Student ID Card. Students cards from any country are accepted
[People with disabilities] Ticket
Documents listed previously, for people with disabilities.*Please see here for details
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Is there anything to pay attention to when in the entrance waiting queue?
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If you must leave the queue please make sure that someone in your party stays behind.
If you came alone and must leave the queue please notify a nearby member of our staff.Leave your stroller in the place provided before entering.
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Can I re-enter after entrance?
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Re-entry is not permitted. Please note that your ticket cannot be refunded once you have entered.
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Is there anything to be aware of when entering with a wheelchair?
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The facility is accessible by wheelchair.
A short explanation of the exhibition's rules and regulation will be done by our staff before you enter the facility.
We do have an accessible bathroom inside the facility.*If you desire to enter the facility with your own wheelchair, we will ask you to put wheel covers on your wheels.
*For safety reasons, the following artwork are not accessible for people on wheelchairs. Thank you for your understanding.
https://www.teamlab.art/th/ew/lightparticles/planets/
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For customers using canes or prosthetics
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Entry with a cane or prosthetic is possible. Depending on your situation, there may be some artworks that you won't be able to view. Before entering, our staff will explain the viewing route and usage rules according to your situation.
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Are there any warnings / prohibitions in the venue?
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Warnings
When enjoy this work
- Please remove all shoes, sandals and other footwear before entering.
- Water levels can rise up to knee height for adults.
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An area of the site has a mirror surface.
Please note that there is a possibility of your underwear reflecting on the mirror surface if you are wearing a skirt or wide-hemmed pants. - The site features an area with strong stimulating lights, and a dark area.
- For safety purposes please never let go of your child's hand.
- During rush hours, customers who have been on site for a long time may be asked to go forward by staff.
About baggage
- Baby strollers are not allowed in the museum.
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Free lockers are provided.
After you pass the entrance gate, you can put your baggage in the locker. -
Locker have two size.
25cm wide x 40cm deep x 50cm high
25cm wide x 40cm deep x 75cm high - For baggage of size exceeding the above, we can not keep it because there is no cloak.
- Luggage in excess of the above sizes should be locked with a wire lock at the stoller strage area and secured by the customer themself.
Other
- We are not responsible for lost or stolen valuables.
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Please note that video or photo coverage of the site may be performed without prior notice.
If you do not agree to be featured in the coverage, regardless of its application, please inform our staff. - The location may not be accessible at all time due to unforeseen circumstances. We kindly ask for your understanding.
Those who experience the following should use caution on the site
- Those who experience muscle cramps or loss of consciousness caused by light stimulation.
- Those who experience extreme fear in confined, dark, or high places.
- Those with palpitations and shortness breath.
- Those who have other symptoms of physical fitness or health concerns.
The following is prohibited
- Being drunk or rude.
- Eating, drinking, or smoking on site.
- Dangerous items or any items judged inappropriate by our management staff.
- Re-entry after leaving.
- Taking videos or photos to be used for commercial purposes, without prior consent.
- All animals including service dogs.
*Please note that we will be unable to issue a refund to any person who were expulsed from the premises by management for failure to comply with the above.
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About the Water Area Artwork
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To provide a place where customer can enjoy with peace of mind, teamLab Planets TOKYO has taken the following measures to the water area artworks:
- The water temperature is adjusted according to the season so that the customer feels comfortable.
- The filtration equipment is operating during the operation hour to keep the water recirculation as well as removing the turbidity.
- In order to keep good hygiene, measurement of chlorine concentration is performed once every hour. Chlorine level is adjusted appropriately so as to meet the standard range.
- The towels provided at the exist of the water area artworks are totally cleaned and sanitized.
Other
- Water levels can rise up to knee height for adults.
- Detour routes are also available. Please ask our staff nearby.
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People accompanying young children
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Children below 3 years old of age are free of tickets fare.
We suggest you to read and approve the points mentioned below before coming to teamLab Planets.The exhibition features dark spaces inside. Please do not let go of your child's hand, nor let your child out of your control at anytime.
There is water in certain areas. In case of your child getting dropping wet, bring the changing clothes for your child is recommended. Please avoid to access to the next area with your child's clothes that aren’t dry enough. Thank you for your understanding and cooperation.
* Please note that the water area is not for swim purpose.
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People accompanying babies
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Children below 3 years old of age are free of tickets fare.
Baby carrier products are accepted inside the exhibition.
But, we do not accept strollers inside the exhibition.
A stroller parking is at your disposal outside of the building, where you can lock your stroller with a wire key.
Also, diaper changing tables are available in the ladies restrooms. For urgent breast-feeding, a First-Aid Office is also at your disposal. Please ask our staff nearby.
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Should we get barefoot inside?
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Yes, teamLab Planets is a place to be enjoyed barefoot.
As some artwork features water spaces, we ask you to also take off your socks and tights in the locker room.
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Is there any restriction coming to wearing a mini-skirt?
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As some areas are using mirroring materials on the floor, your underwear may be visible in the case of wearing a mini-skirt.
Free rental shorts are at your disposal. Please ask our staff nearby.
Please return the rental shorts at the end of the exhibition.
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Is there any free rental shorts service?
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Free rental shorts are at your disposal. Please ask our staff nearby.
Sizes go from XS to 6L. Please do not forget to give back your short before leaving the installation.
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Is there any Free WiFi?
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You can use our Free WiFi "teamLab Planets".
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What is the "teamLab" app?
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By downloading teamLab app, you can interact directly with the artwork you are in.
Below are the two artwork in which you can interact with the contents: https://www.teamlab.art/th/ew/infinite_crystaluniverse/planets/
https://www.teamlab.art/th/ew/fitfuof/planets/
You can also use the app in each artwork to read the concept of it.
a QR code is displayed in each locker inside the exhibition. Although you can also download it right now by clicking on the URL below.
https://www.teamlab.art/th/e/planets/#app
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About detour routes inside the exhibition
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Detour routes are available for people with disabilities, very young children or simply people who can't enter the room for any reason. Please ask our staff nearby.
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I will be late for the admission time.
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You can still enter teamLab Planets Tokyo if you arrive on site within the same day during the open hours. Please visit here and ask the staff nearby.
* Last admission is 1 hour before closing.
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About the entry for two or more people
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When the QR ticket is held over the QR code reader at the admission gate, the number of guests to be admitted will be displayed.
The number of guests displayed on the admission gate will be allowed to enter, so pass through the gates in order with your group.
QR tickets can also be distributed. Please distribute the tickets in advance when entering the venue separately.
See here for ways to distribute tickets
About Purchasing Tickets
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How do I buy tickets from "teamLab Planets TOKYO"?
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You can purchase tickets through the following methods:
teamLab Planets TOKYO Ticket Store
Tickets are available for purchase on the website, where you can select your preferred admission date and time. Tickets will be issued as QR-coded e-tickets. Please display the QR code on your smartphone or bring a printed copy to scan at the entrance gate upon arrival. *Please note that tickets are not available for purchase on-site at ticket counters or vending machines.Other Websites and Ticket Agencies
Tickets can also be purchased through the following ticket agencies:- Lawson Ticket (Loppi)
- Seven Ticket
- Klook
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What is the procedure for buying tickets at the Ticket Store?
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Tickets can be purchased by clicking the "Buy a Ticket" button on the top page of the teamLab Planets TOKYO Ticket Store.
For details, please see the Usage Guide: 1. Purchasing Tickets.
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The purchase confirmation email was not delivered after I purchased my tickets at the Ticket Store.
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The following reasons may be why the Purchase Confirmation Email was not delivered to the email address registered at the time of purchase.
- It has been filtered out as spam.
- Check whether it has been filtered out as spam.
- You registered a different email address at the time of purchase.
- Check whether the Purchase Confirmation Email has been sent to other email address.
- Your inbox may be full.
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In this case, please check if your email inbox is at capacity and, if needed, delete unwanted data to free up space.
For Gmail or iCloud users, you might also need to delete data other than emails. More details on managing available space can be found in the following links:
- You entered the wrong email address at registration.
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In such cases, please check with the following methods.
If you purchased the tickets as a DMM member, check ticket status using "Purchase History".
For Purchase History, see hereAnd, if you still can't solve it after checking above, please write the necessary information and contact with this e-mail address "info@mail.dmm.com".
Necessary information
- In the subject line, please enter “Planets Tickets Purchased MM/DD Confirmation”
- Name
- Email address
- Date of purchase
- Ticket name
- Number of tickets
- Payment method
- Total price
- Whether you have received payment notification from your card company, etc.
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The registration information entered when purchasing tickets was wrong
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If you purchased as a DMM member, registered information can be changed when you are logged in.*To change registered information, see here
If you purchased tickets as guests, you can change by contacting DMM support center, please check the following information and contact with this e-mail address "info@mail.dmm.com".
Necessary information
- Registered name
- Registered email address
- Registered telephone number
- Date of ticket purchase/number of tickets
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Can I make additions to my purchase after buying tickets at the Ticket Store?
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Additional purchases are available if tickets for your desired date and time are in stock and on sale.
Please note that additionally purchased QR tickets will be issued separately from QR tickets already purchased.
Please show your QR tickets (or print) when entering the venue.
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Can I change the number of tickets after purchasing tickets from the Ticket Store?
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The number of tickets cannot be changed after purchase.
Please check the number of people you will be going with before purchasing your ticket.
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Can I change the admission date and time after purchasing tickets from the Ticket Store?
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Tickets purchased through the teamLab Planets TOKYO Ticket Store can be changed up to 3 times, no later than 2 hours before the admission time.
Example: For tickets from 10:00-10:30 → changes can be made until 8:00
For tickets from 19:30-20:00 → changes can be made until 17:30※ For tickets purchased through travel agencies, convenience stores, etc., please contact the respective sales outlets.
To change the admission date and time, please use the "Change Admission Date and Time" button displayed on My Tickets.
【Tickets that cannot be changed】
- Partial changes for multiple tickets purchased in one transaction
- Tickets not fully reclaimed after being distributed
- Tickets purchased with a coupon
- Sold-out tickets for the desired new date and time
- Tickets for dates and times outside the sales period
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Can I change the date and time to a date with a difference?
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You can change the date and time even for dates with different rates.
After payment for the date and time you wish to change is made, we will refund you the amount before the change.
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Is there a limit to the number of tickets that can be bought at the Ticket Store?
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The maximum number of tickets that can be bought at once is 10 tickets.
*Depending on ticket stock, you may not be able to purchase 10 tickets.
*We do not carry group tickets.
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Can I purchase tickets from the Ticket Store over the telephone?
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We do not sell tickets over the telephone.
Buy tickets online at the teamLab Planets TOKYO Ticket Store website.
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Is there a way other than the QR ticket to get tickets from the Ticket Store?
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There are no other tickets than the QR tickets.*We also do not send paper tickets in the mail.
When visiting the venue, show the QR ticket on your smartphone or tablet screen or print out the QR ticket from a computer and bring it with you.
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What coupons can be used at the Ticket Store?
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Coupons let you purchase Ticket Store tickets at a lower price.
Enter a valid coupon code on the "Select Number of Tickets" page when buying tickets to get a discount off the ticket price.
*Please be aware that you cannot change the admission date/ time for tickets purchased through coupons.
*Please be aware that some coupon codes cannot be used again after being used successfully.
*Please be aware that coupons other than those issued by PLANETS Co., Ltd. cannot be used.
About Cancellations, Refunds, and Repayment
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I bought tickets at the Ticket Store, but am unable to go, I would like my tickets cancelled/refunded
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Tickets cannot be cancelled or refunded once purchased.
However, if you bought your tickets through our website, you can change the date and time of entry no later than 2 hours before the admission time.
Please use the Change Admission Date and Time feature to change the time to your convenient time.
See here for changes to the admission time and date
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If I am unable to go to the venue due to emergency maintenance of the facilities, will the ticket I purchase be refunded?
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We may recall the tickets depending on the reason.
In the event of a recall, we will inform you of the recall in the following way.- teamLab Planets TOKYO Ticket Store
- teamLab Planets TOKYO Official website
- teamLab Planets TOKYO Official Facebook
- teamLab Planets TOKYO Official Twitter
- Send e-mail to the e-mail address at the time of purchase
About QR Tickets
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How to I display the QR ticket purchased at the Ticket Store
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The URL of purchased QR tickets can be displayed using the following methods.
Pushing the "Display QR Ticket" button on the completion of purchase page
Please bookmark the QR ticket page that will be displayed.
Email sent from the Ticket Store
It is included in the "My Ticket" section of the Purchase Confirmation Email and the Notification Email.*The above email will be sent to the email address registered when purchasing the ticket.
Ticket Store Purchase History *Only for purchase by DMM members
Confirm your QR ticket from the My Ticket section of Purchase History.
*The QR code will be displayed after 0:00 on the day of admission.
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How do I use the QR ticket purchased at the Ticket Store
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When entering the "teamLab Planets TOKYO" venue, prepare your QR ticket through one of following methods and hold it over the QR code reader at the admission gate.
- Those who purchased the ticket on a smartphone or tablet device can display the QR ticket by accessing the URL using bookmarks or through the email sent by the Ticket Store.
- Those who purchased the ticket on a computer can print the QR ticket out beforehand and bring it to the venue.
*The QR code will be displayed after 0:00 on the day of admission.
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An error occurs when holding the QR ticket from the Ticket Store over the admission
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The QR code reader may not be able to read QR codes on cracked smartphone screens or folded paper.
If this happens, please contact a nearby member of staff or the Information desk next to the admission gate.
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I bought multiple tickets at the Ticket Store, but have only received one QR ticket
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One QR ticket will be issued for all tickets purchased at one time, regardless of the number of tickets.
When the QR ticket is held over the QR code reader at the admission gate, the number of guests to be admitted will be displayed.
The number of guests displayed on the admission gate will be allowed to enter, so pass through the gates in order with your group.QR tickets can also be distributed. Please distribute the tickets in advance when entering the venue separately.
See here for ways to distribute tickets
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Can I distribute the QR tickets purchased at the Ticket Store?
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QR tickets can be distributed using the following procedure.
Push the "Distribute Ticket" button on the QR ticket display.
On the Select Tickets to Distribute page, select the tickets you wish to distribute.
Follow the steps to the next page.
Select how you will send the tickets on the Send by Email/App page.
LINE, Facebook Messenger, KakaoTalk, Messages (SMS), email, copy ticket information
Send the ticket URL to the recipient using your chosen method.
Once the recipient opens the URL you have sent, they have accepted the ticket.
And you can check the distribution status of the tickets by following steps.
Press the "Distribute tickets" button displayed on the QR ticket.
In page of selecting tickets to distribute, "Pending" or "Accepted" status will show on the tickets distributed.
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Can distributed QR tickets be returned?
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QR tickets that have been distributed can be returned through the following method.
*If the QR tickets distributed have already been used, a message saying "Used (for admission on time and date)" will be displayed.Push the "Distribute Ticket" button on the QR ticket display.
Push the "Cancel" button displayed on the distributed ticket.
Push the "Cancel Distribution" button on the confirmation page to return unused tickets that have been distributed.
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How to accept Ticket Store QR tickets when they are distributed
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When the URL sent by the QR ticket holder is accessed, you will be taken to the My Ticket screen, which will display the distributed QR tickets.
*The QR code will be displayed after 0:00 on the day of admission.
On the QR ticket you received, under the QR code, there is a sign of "Tickets for "No.xx" out of the buyer's distribution".
Hold the distributed QR ticket over the QR reader at the admission gate to enter.*For distribution methods, see here
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I've lost the URL for the QR ticket purchased at the Ticket Store
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Confirm the URL of purchased QR ticket at the link below.
Email sent from the Ticket Store
It is included in the "My Ticket" section of the Purchase Confirmation Email and the Notification Email.*The above email will be sent to the email address registered when purchasing the ticket.
Ticket Store Purchase History *Only for purchase by DMM members
Confirm your QR ticket from My Ticket section of Purchase History.
If you are unable to check using the above methods, please contact us.
- Before visiting our venue: Please contact with this e-mail address "info@mail.dmm.com".
Necessary information
- In the subject line, please enter “Planets Lost tickets URL”
- Name
- Email address
- Date of purchase
- Date of ticket purchase/number of tickets
- Ticket name
- Number of tickets
- Payment method
- Total price
- Inquiries details
- At the venue : Contact a nearby member of staff or go to the Information Desk next to the admission gate
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Please tell me how to change the admission date and time of the QR ticket purchased at the ticket store
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You can change the admission date and time of your QR ticket up to 3 times, no later than 2 hours before the admission time, by following the steps below:
Example: For tickets from 10:00-10:30 → changes can be made until 8:00
For tickets from 19:30-20:00 → changes can be made until 17:30- Press the "Change Admission Date and Time" button displayed on the QR ticket.
- Select the desired date from the calendar and then select the desired time of admission on the change date and time selection page.
- Press the "Confirm Changes" button on the confirmation page to complete the change of admission date and time.
【Tickets that cannot be changed】
- Partial changes for multiple tickets purchased in one transaction
- Tickets not fully reclaimed after being distributed
- Tickets purchased with a coupon
- Sold-out tickets for the desired new date and time
- Tickets for dates and times outside the sales period
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Can I change the date and time to a date with a difference?
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You can change the date and time even for dates with different rates.
After payment for the date and time you wish to change is made, we will refund you the amount before the change.
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Do you have any measures against illegal resale of QR tickets?
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When a ticket is found to be resold by "teamLab Planets TOKYO" on a ticketing site or an Internet auction site, the ticket is invalidated.
A disabled ticket will not be able to enter "teamLab Planets TOKYO", change the date and time of entry, or distribute the ticket.
In addition, we will not issue any refund for the invalidated ticket.
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Is the time stated on the ticket the duration of stay time in the venue?
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The time stated on the ticket is the admission time. 30 minutes from the admission time is the entry preparing time, please make sure to queue up in time. The time stated on the ticket is only a reference, the actual entry preparation time will be earlier or later depending on the situation.
* You may have to wait 30 to 90 minutes to be admitted to the venue.
About Prices & Payments
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What payment methods are available at the Ticket Store?
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The following payment methods are available when using teamLab Planets TOKYO Ticket Store.
When Purchasing as a DMM Member
- Credit Card (Visa/JCB/American Express/Diners)*Cannot be paid for with DMM points.
When Purchasing as a Guest (Not Logged in as a DMM Member)
- Credit Card (Visa/Master/JCB/American Express/Diners)
- PayPay
- UnionPay Card*The UnionPay card is the generic term for credit cards and debit cards that can use the inter-bank payment network run by China UnionPay (UnionPay, official name China UnionPay).
When using UnionPay, you will be required to enter your UnionPay Card number on the UnionPay payment page.
See here for the UnionPay official site
We do not support paying in installments with credit or UnionPay cards.
One-time payments accepted only.
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When is the payment for tickets from the Ticket Store made?
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Payment will be made when your ticket purchase is complete.*Withdrawal after payment depends on the closing date of the credit card company, so please contact your card company.
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Other than the ticket price, does the Ticket Store charge other fees, such as handling fees?
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The Ticket Store does not charge any fees other than the ticket price.*Transportation as well as food and drink in the dining facilities at teamLab Planets TOKYO require a separate charge.
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Does the Ticket Store issue receipts for purchased tickets?
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Receipts can be issued online starting from the day after the admission date.
To display the receipt, click the 'Issue Your Receipt' button shown on 'My Tickets'.
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Do prices listed at the Ticket Store include tax?
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All prices listed include tax. If you want to check the amount of consumption tax, please check the receipt. Click here for how to issue a receipt
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Is there any condition for purchasing and using the reduction for people with disabilities?
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The [People with disabilities Ticket] is a ticket with a discount for people with disabilities, who can attest a disability certificate.
For people using this ticket type, please make sure to buy the right ticket type, and prepare a certificate that you will have to show at the entrance.
- Certificates accepted by teamLab Planets TOKYO :
People with Physical disabilities, Intellectual disabilities, People with disabilities from WWII or any war casualties.
Also, the special discount is available for one person accompanying the person with disabilities. *Only one person accepted. *The person has to enter the facilities in the same time as the person with disabilities. Otherwise, they won't be accepted inside the facilities.
About the Ticket Store
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What kind of service does teamLab Planets TOKYO Ticket Store provide?
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teamLab Planets TOKYO Ticket Store is an online ticket service that lets you purchase admission tickets to "teamLab Planets TOKYO" in advance.
You can enter "teamLab Planets TOKYO" with the QR ticket you will receive after completing your purchase.
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How do I use the Ticket Store?
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There are the following two ways to purchase tickets from the Ticket Store.
Register as a DMM member, then purchase tickets.
Besides ticket purchases, you will also gain access to other services, such as being able to view ticket purchase history.
Purchase tickets as a guest without registering as a DMM member.
While you can purchase tickets, you will not gain access to such services as viewing ticket purchase history.
To check the differences in features between DMM members and guests, please see here.
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Does Ticket Store give personal information entered into its website to third parties?
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Personal information provided to our company is handled according to "Personal Information Protection Policy - Handling of Personal Information - Article 2: Purpose of Using Personal Information".
For those whose consent was obtained at the time of purchase, we may provide all or part of the personal information to a third party within the extent necessary in achieving the purpose of use.*Personal information is operated and managed based on the Personal Information Protection Policy.
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Which devices and system requirements are compatible with Ticket Store?
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Ticket Store is available on computers, smartphones, and tablet devices.*Not available on feature phones (Gala-phone).
See here for recommended OS and browsers for Ticket Store.
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What kind of email will arrive once I've purchased tickets from Ticket Store?
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The following emails will be sent to the registered email address according to ticket status.
Ticket Purchase Completion Notification (Purchase Confirmation Email)
Send when your ticket purchase is completed.
Notification Email
Sent 2 days prior to the designated admission date.
Notice of Nonpayment (Payment Failure Email)
Sent when we are unable to withdraw money in the amount of the ticket price.
Change of Ticket Admission Date and Time Completion Notification (Admission Date and Time Change Email)
Sent when customer changes the admission date and time specified on the ticket.
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For people wishing to unsubscribe from the Newsletter
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You can unsubscribe the Newsletter by clicking the link at the end of our email entitled "Click here to unsubscribe from the Newsletter"
About DMM Members & Guests
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Do I need to register as a member to use Ticket Store?
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Tickets can be purchased at the Ticket Store even if you are not a registered DMM member.
However, if you would like to use all the features of teamLab Planets TOKYO Ticket Store, you will need to sign up for a free DMM membership.- See here for membership registration
- See here for differences in features between DMM members and guests
*If you are a DMM member and hold a valid, unused QR ticket, you cannot cancel your DMM membership.If you wish to cancel your membership, please do so after you have used the ticket.
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What are the different features between using Ticket Store as a DMM member and as a guest?
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The following features are the same for DMM members and guests.
- Ticket purchase
- Display QR ticket (My Ticket feature)
- QR Ticket Distribution (for multiple ticket purchase)
- Change admission date and time
DMM members receive the following additional features when purchasing tickets.
- Automatic input of customer and credit card information when purchasing tickets *Only for those who have already registered
- 1% of amount paid is converted to DMM points *For 1% points back on credit card, see here
- View purchase history *This lets you check information on previously purchased tickets.
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