NOL World troubleshooting: common problems and what to do

No booking history

Bookings are under App/Web > Account/My > My Reservations. If they vanish after you change phones, the FAQ says your history is still stored and you are probably logged in to a different account. Check which login you used before (email, Google, Apple, LINE). If you can't tell, send the email address you think you used through the 1:1 inquiry form.

Seat number or card transaction missing

Both are on the Booking Detail page. Concert tickets bundled with a tour or other admission tickets have their seat confirmed at the venue instead. Card transactions can take a few days to show, depending on the card company.

The mobile ticket shows a QR code, or a language other than English

Open the mobile ticket in the app or on mobile web under My Reservations > [Mobile Ticket]. If your phone shows a QR code instead, the browser is in desktop mode: tap "View Tickets" under the code, or switch the browser to the mobile site. Mobile tickets are English-only, so if you see another language, turn off the browser's automatic translation and reload.

NOL World only takes credit cards issued outside Korea: for tickets, Visa, Mastercard, AMEX, JCB and UnionPay. Korean-issued cards belong on the Korean NOL Tour/Ticket site, and the FAQ lists no PayPal or Alipay. You can pay in your card's home currency or in won (Visa/Mastercard: 24 currencies including yen; JCB: won, US dollars, yen, Taiwan dollars; UnionPay: won, US dollars).

Japanese fans often ask about Rakuten Card. NOL World lists card brands, not issuers, so no card company is named. Check that your card's brand (JCB, Visa, Mastercard and so on) is on the list. If it is and the payment is still declined, ask your card company whether overseas use is blocked and whether 3D Secure is set up. Brand-by-brand notes for each site are in When your card is declined.

• Booking window won't open: use Google Chrome or Microsoft Edge, update the browser, clear the cache and try again. In the app, update to the latest version.
• Can't pick seats on mobile web: on some devices, zooming in or out stops the seat map displaying correctly. The FAQ names the Galaxy Fold and tells you to book in the app.
• Seat map doesn't change: seats update in real time without a refresh. Taken seats disappear and cancelled seats reappear on their own.
• "This seat has already been selected": someone else picked the same seat a moment before you.
• Dropped from the queue: one queue number per account, and queuing on a second device or browser cancels the first number. Refreshing resets your place, and a VPN may be treated as a bot or macro and blocked.
• Ran out of time: you get up to 10 minutes to pick seats after entering the booking window, then 7 minutes to pay once you reach the price screen. After that the seats are released (this can differ by product).

Some organisers hide remaining-seat counts; the sold-out rate only shows once 90% of seats are paid for. More in Sale-day tips.

How to do the identity verification (eKYC) that "Verified Member Only" shows require is covered in Passport verification. This section only covers problems afterwards.

• "Declined" on My Page: your submission went through but was rejected. Click "Request to Initialize Submission" on the product page; once an administrator reviews it, you can verify again.
• "Pending Admin Approval": your passport name wasn't saved correctly. The review takes up to 24 hours.
• Status suddenly reset: verification is cancelled if the passport expires, or if a printout, screenshot or forged ID was used. Verify again on the same account; a new account may not complete properly.
• Want to verify a different account: deleting your account erases the verified information, so another account can then verify. Accounts restricted for misuse can't be deleted.

Once verified, you can't change your name, date of birth or email address; bookings can only use the verified details.

Only English names are accepted for booking. If your passport name contains non-English characters or symbols when you verify, you are sent to a name-correction request page; submit the correction there. You can check the saved name on My Page.

Name order is First Name + Last Name for members verified before 16 April 2025 and Last Name + First Name after that. The FAQ says a different order alone doesn't stop ticket checks or entry, but a name that differs from the passport can. For Play & Stay hotel packages, a misspelt name means no ticket pickup and no hotel check-in.

Cancel from My Reservations > Booking Detail > [Cancel Reservation]. The FAQ gives the deadline as 5 pm (KST) on the day before the show for weekdays and holidays, and 11 am (KST) on the day before the show for Saturday; read literally, when the day before the show is a Saturday, the cut-off is 11 am that Saturday. You can't change seats after booking: you cancel and book again.

From NOL World Terms of Service Article 12 (effective 28 July 2026) and the FAQ. The Terms say the booking (service) fee is not refunded; the FAQ doesn't say whether it comes back on a same-day cancellation. The show page's rules take priority.

Before the transaction reaches your card company, cancellation is instant; after that, the refund takes about 5–7 days and is deducted on the next month's statement. Exchange-rate differences and international transaction fees may remain. Partial cancellation depends on the show, and sending a mobile ticket to someone restricts cancellation.

On the website, read the notes and click "Delete Account". In the app: My Account > Settings > Delete Account, then enter your password (email members) or verify your Google, LINE or Apple account, and click [Delete Account].

Deleting removes your account and profile, reservation history, trips and liked places, and they can't be recovered (reviews and photos stay). The FAQ doesn't say what happens to tickets for upcoming shows, so ask support before you delete if you still have one.