FAQFAQ

About the venue

Q.What can we do here?
A.There are many games here that you can try! All games are available in Japanese and some selected ones are available in English too. There's Real Escape Game, Real Stealth Game, and a projection mapping game too!
Q.Do I need to book a ticket to enter?
A.You don't need a ticket to enter the building. To play the games on the other floors, you will need a ticket. If the time slot is fully booked, you cannot buy tickets on the day. So we recommend that you book Advanced Tickets online.
Q.Is there an entrance fee?
A.There is no entrance fee. It is free to enter the building.
Q.Are there limitations or age limits?
A.The limitations and age limits vary with the games, so please check each game's information. If you are just entering the building, anyone can enter.
Q.What time does it open and close?
A.Opening hours are weekdays 11:30AM to 11PM, and weekends 9:30AM to 11PM. The starting time for each game varies, so please check the website.
Q.Is there a smoking area?
A.There is no smoking area in the building. Please use a public smoking spot elsewhere.
Q.Is there a carpark or bicycle parking area?
A.There is no parking space. Please use a public parking space elsewhere.
Q.Can I leave my luggage somewhere?
A.You can leave your belongings at the 1st floor ticket counter for a fee of 500 yen. However, there is limited capacity. If you are playing the Real Stealth Game on the 3rd floor, there are free coin lockers to store your belongings. Please refrain from leaving large baggage such as suitcases in the game area. You can also use the public coin lockers outside the facility.
Q.Can you look after my luggage for me?
A.Sorry, we cannot.
Q.Is there Wi-Fi?
A.Sorry, there is no Wi-Fi.
Q.Can I get a receipt?
A.If you show your ticket at the Information Counter, they can print you a receipt.
Q.Is there an emergency room?
A.Sorry, there isn't. If you are not feeling well, please let a staff know immediately.
Q.Is there a nursing room?
A.Sorry, there isn't.
Q.Can a baby stroller enter?
A.You can enter the building with a baby stroller. However, please check each game's details to see if a baby stroller is allowed.
Q.Can a wheelchair enter?
A.You can enter the building with a wheelchair. However, please check each game's details to see if a wheelchair is allowed.
Q.Can we leave a baby stroller or wheelchair with you?
A.Sorry, we cannot.
Q.Can we bring in food and drinks?
A.Please refrain from bringing outside food and drinks into the building.
Q.Are pets allowed inside?
A.Other than service dogs, guide dogs, and hearing dogs, no animals or pets are allowed in the building.

About the games in general

Q.I might not make it for the game timing.
A.If you are later than the starting time of the game, you may not be allowed to join the game. When you are purchasing tickets, please make sure you leave enough time to arrive early. To contact the shop on the day, please call 03-6273-8641. Japanese and English available.
Q.How many people can play / join?
A.It varies with the different games. Some games can be played alone, and some games can be played with a large number of people. Please check the game information and choose one that suits you.
Q.Is it fun even if I play alone?
A.Yes, you can enjoy it even if you come alone. Depending on the game, you may have to team up with a random player with the same time slot. We will do our best to match players who speak the same language, but in cases that we cannot, please understand.
Q.Will it be fun for young children?
A.It varies with the different games, so please check each game's information. Some games may be too difficult for children, so please check the game information and choose one that suits you.
Q.Do we have to move or walk a lot in the building?
A.It varies with the different games, so please check each game's information. Some games require you to walk around and look for clues, and some games can be played just sitting at the table. Please check the game information and choose one that suits you.
Q.What is Real Escape Game?
A.Real Escape Game (REG) is a interactive live puzzle game where players have to solve mysteries and clues within a time limit to “escape” from a given location based on a unique storyline. It is held in places like ruined hospitals, sports stadiums, churches, amusement parks and more!
Q.What is Real Investivation Game?
A.A real-life participatory game/event that has no time limit, no group size limit, and can be played leisurely whenever you want during the event period. Hit the streets of Shinjuku’s Kabukicho and solve a mysterious case tasked to you!
Q.What is Real Stealth Game?
A.A spy and action experiential game where you become the spy agent who has to infiltrate an enemy’s base. Get past the guards and traps and complete your mission!

About Tickets

Q.Where can we buy tickets?
A.You can buy tickets at the TMC Ticketing Page or over the counter at the TMC building.

For English tickets, you do not need to sign up as a member to buy tickets (Please change the language of the page to English.)"
Q.How can we pay for the tickets?
A.When buying tickets through the ticketing page, the payment method is either ""credit card"", ""debit card"", or ""prepaid card"" of the following card brands:

*Cards that can be used:
Saison, UC, VISA, JCB, Diners Club, DC, American Express.

When buying tickets at the TMC building over the counter, you can use cash.
Q.Where can we collect the tickets?
A.You will use a QR code to show your booking, so there will be no physically ticket. You can find your QR code attached to the confirmation e-mail after buying your tickets.
Q.Can we change the date or timing on our ticket?
Can we cancel our ticket?
A.Changing your date, time slot or cancelling after a ticket is bought due to personal circumstances will not be allowed.
Q.Can we change the number of players on our ticket?
A.The number of players on a purchased ticket cannot be changed. However, if you want to add players and there is still vacancy, you can buy additional tickets.
Q.Is it fixed seating or according to the ticket serial number?
A.t is not fixed seating or according to your ticket serial number. If you are coming with friends, don’t worry if your ticket serial number are not together.
Q.My train stopped moving! Can I get a refund?
A.To get a refund for your ticket in the case of severe weather conditions, please check the official website’s NEWS section at that time for the announcement. Please note that if the game is cancelled due to severe weather conditions, we are unable to take responsibility for your transportation fee to the venue.
Q.If the game has been cancelled, what happens to my ticket?
A.If a game has been cancelled due to official reasons, we will send you an e-mail for a refund or change of date.
Q.I did not receive a confirmation e-mail.
A.You may have entered your e-mail address wrongly, or the e-mail could be in your spam or junk folder. If you still cannot find it, please contact us directly to enquire.
Q.What languages do you support?
A.English and Japanese. For non-Japanese customers, please use this.
Q.When I tried to make payment, it showed an error but my bank accounts still got charged!
A.This happens often when you use a Debit Card to buy tickets. The amount is usually refunded after a few days as the transaction did not go through. Please contact your bank directly to enquire.
Q.I cannot make it for the game anymore.
A.Reselling the ticket is strictly prohibited. Also, it is not possible to change the name on your ticket. Please understand.

Regarding Tickets with a QR code

Q.How can I get the QR code?
A.After you finish the process of buying tickets on the ticketing page, a confirmation e-mail will you sent to you. Make sure that you have received the QR code attached to the e-mail. If you do not see the e-mail, try checking your spam or junk folders for it.
Q.I bought a few tickets but only received 1 QR code.
A.Only one QR code will be issued per transaction. If you bought multiple tickets in one transaction, don't worry about not having a QR code for each player. That one QR code will allow all players to enter.
Q.Can I pass the QR code ticket to a friend?
A.You can share the QR code with your friends by taking a screenshot of it on your smartphone and sending them the photo of it.
Q.Must I print out the QR code ticket?
A.You will need to show the QR code or a photo of it to enter the game venue. As long as the entire QR code can be seen, you do not have to print it out. If the venue is crowded, it may take some time to scan all player's QR codes. Please be patient.
These are the ways that the QR code can be shown:
-As a screenshot on your smartphone
-Printed out on paper
-Saved as an image on your computer and sent to your phone
Q.How does the QR code ticket work?
A.You will need to scan your QR code on the QR code reader at the game venue. Please prepare your QR code while waiting and the staff will attend to you.
Q.What if my friends and I don't arrive at the same time?
A.Again, make sure you send a screenshot or photo of the QR code to all your friends arriving after you. Also, when you enter, make sure to tell the staff how many more players with the same QR code will be arriving later.
Q.I don't have the QR code with me.
A.You will need to show the QR code or a photo of it to enter the game venue. We recomend that you save a screenshot or photo of it and share it with those in your group. If the venue is crowded, it may take some time to scan all player's QR codes. Please be patient.
These are the ways that the QR code can be shown:
-As a screenshot on your smartphone
-Printed out on paper
-Saved as an image on your computer and sent to your phone
Q.I want to confirm the details of the ticket(s) I bought/
A.Enter your e-mail address into the ticketing page's "My Account", and send yourself the confirmation e-mail. An e-mail will be sent to you with a URL link to your QR code. *The e-mail will only be valid for 1 hours, so please check the URL within an hour of receiving the e-mail.
Q.The QR code ticket does not show in my e-mail.
A.Enter your e-mail address into the ticketing page's "My Account", and send yourself the confirmation e-mail. An e-mail will be sent to you with a URL link to your QR code. *The e-mail will only be valid for 1 hours, so please check the URL within an hour of receiving the e-mail.
Q.If the problem cannot be solved
A.Please enquire here

Regarding Coupons

Q.How can I get coupons?
A.Coupons can be seen through the TMC official phone app. *Please note that the app is only in Japanese
Q.Must I download the phone app to get a coupon?
A.It depends on the type of coupon. Please check the information of each type of coupon.
Q.I used the coupon to buy a ticket, but I cancelled it before the transaction went through. Can I get the coupon back?
A.We will check the status and let you know if it is possible or not. Please submit a enquiry form to check.

Regarding the cafe and merchandise

Q.Can we enter just the cafe or merchandise shop?
A.Yes you can! They are in the "free entry" area, so please use them.
Q.Are the merchandise sold online?
A.Popular items are sold on the online store. For more information, please ask the staff at the merchandise shop.
*Puzzle merchandise and the online store are in Japanese only.
Q.Can the merchandise be bought at other Real Escape Game facilities?
A.You can find some of the same merchandise at other SCRAP or Real Escape Game shops in Japan.

FAQ (Game specific)

Q.Is there a time limit?
A.There is no time limit for this game. It may take awhile to compeletely clear the game, so please give ample time to play this game. Although the game should not take more than a day to finish, if you run out of time personally, you can continue from where you stopped on another day.
Q.We want to play in a group. Do we need to buy a game kit for every player?
A.You'll enjoy the game better by purchasing a game kit for everyone!
Q.Can I reveal the puzzles on my blog or on Twitter?
A.Spoilers are prohibited for this game. Do not upload answers or photos of the puzzles to your blog, Facebook, Instagram, Twitter, or any other digital platform. Please also be careful when you discuss the answers to the game after it has ended. There will be many players in the same floor or facility who have not tried the game yet!
Q.I lost my game kit halfway through the game. Can I receive a new one?
A.Sorry, but we are unable to replace your lost game kit. Please purchase a new one to continue playing the game.
Q.Can we get hints?
A.A "hints sheet" is available, so please use it if you are stuck on a puzzle. More details on the hints sheet can be found in your game kit.
Q.Can I play the game at the home?
A.You need to walk around the street of Shinjuku to play this game
Q.Can non-Japanese speakers play the game?
A. English versions are available for this game so non-Japanese speakers who can understand English are welcome to play the game as well!
Q.Can I buy tickets from overseas?
A.Yes, the ticketing sites allow you to purchase tickets using your credit card.
Q.Are there walk-in / at-the-door tickets?
A.Yes there are, but it will depend on the edition. For room type editions, you will be able to purchase tickets on the spot only if there are available slots for that timing. We cannot guarantee that you can join the slot of your preferred timing. For hall and stadium type editions, there will be at-the-door tickets as long as tickets are not listed as "sold out" on the ticketing page. To be safe, please try to buy advanced tickets online before coming for the games.
Q. Is there a time limit?
A.There is no time limit for this game. It may take awhile to compeletely clear the game, so please give ample time to play this game. Although the game should not take more than a day to finish, if you run out of time personally, you can continue from where you stopped on another day.
Q. We want to play in a group. Do we need to buy a game kit for every player?
A.You'll enjoy the game better by purchasing a game kit for everyone!
Q.Can I reveal the puzzles on my blog or on Twitter?
A.Spoilers are prohibited for this game. Do not upload answers or photos of the puzzles to your blog, Facebook, Instagram, Twitter, or any other digital platform. Please also be careful when you discuss the answers to the game after it has ended. There will be many players in the same floor or facility who have not tried the game yet!
Q.I lost my game kit halfway through the game. Can I receive a new one?
A.Sorry, but we are unable to replace your lost game kit. Please purchase a new one to continue playing the game.
Q.Can we get hints?
A.A "hints page" is available, so please use it if you are stuck on a puzzle. More details on the hints page can be found in your game kit.
Q.What time do I have to arrive for the game?
A.Please register 20 minutes before your game session starts.
**Due to the nature of the game, you may not be able to join the game if you arrive late.

Q.How long will the game take?
A.The game itself is only 60 minutes long. However, please estimate the total time to be 90 to 100 minutes including waiting time, explanation of the game, and debrief time after the game has ended.
Q.Can a wheelchair-bound person play?
A.Yes, it is possible
Q.Is there an age limit?
A.Players aged elementary school and above will require a ticket to play. This game can be enjoyed by elementary to high school aged players. However, to fully enjoy the game, we recommend that an elementary school aged player is accompanied by a guardian.
It is common for the guardian to be too absorbed in the puzzles and lost sight of their children while playing. Please be careful of this. Also, this is a team effort game. Please make sure the child does not cause inconvenience to other players at the same table.
Q.Can children or non-Japanese play?
A.A. If the child can read and write, they can play. This game is available in both Japanese and English, so non-Japanese can choose to play the English version.
Q.Is it fixed seating or according to the ticket serial number?
A. It is not fixed seating or according to your ticket serial number. If you are coming with friends, don’t worry if your ticket serial number are not together.
Q.Can I take photos during the game?
A.Yes, you can. However, please do not show photos that contain clues or answers to the puzzles to someone who has not played it yet. Of course, please do not upload it onto the internet as well.
Q. Can I play this game more than once?
A.As there will be a debrief at the end of the game to explain how the game goes if you do not succeed, you are not allowed to play the game again because you will know all the answers.
Q. Can I upload spoilers onto my blog or social media?
A.Spoilers are prohibited for this game. Do not upload answers or photos of the puzzles to your blog, Facebook, Instagram, Twitter, or any other digital platform. Please also be careful when you discuss the answers to the game after it has ended. There will be many players in the same floor or facility who have not tried the game yet.
Q.I’m a shy person! Will I be grouped up with other players I don’t know?
A.If you purchase Trio Tickets, Pair Tickets, or Solo Ticket, you will not be grouped with other players!
As the names suggest, the Trio Tickets allow 3 players to play together, the Pair Tickets 2 players, and the Solo Ticket for a single player to challenge the mission.
Q.Are there puzzles to solve in this game?
A.There are no actual puzzles involved in the game.
The game mainly requires you to move your body physically to get through the game. However, it does require you to use your brain and at times, deduce how to complete the mission.
Q.I’m bad with horror and dark places! Is the game scary?
A.There is no horror element at all!
It is an action game where you are a spy infiltrating into an enemy’s base. There will be the thrill of hiding yourselves and making sure you’re not caught by the enemy’s guards. Also, the environment may be a little dim, but there will not be any ghosts, jump scares, or anything suddenly appearing behind you.
Q.It sounds so exciting! I want to join it right now! Can I get tickets on the day?
A.If at-the-door tickets are still available for that session, you can pay and play on the day!
However, if advanced tickets (bought online) are sold out, there will be no at-the-door tickets as well.
Q.Does the game have a time limit?
A.Yes, this game has a time limit!
When you start the game, you will have 30 minutes to clear the mission. However, if you are seen and shot by an enemy, the time you have to clear the game will decrease!
The average time to clear the game is estimated to be 20 minutes.
Q.I want to really get into the game! Can I cosplay as a spy?
A.Of course you can!
However, please note that there is no space at the venue to change. Also, you will be required to wear a vest provided by the staff. Please refrain from wearing costumes that are too large that hinder wearing the vest. Try not to bring any props as well as it may get in the way of the game. If the staff concludes that your costume is inappropriate for play, you may be denied entry to the game.
Q.I accidentally bought a ticket for the wrong timing. Can I change my ticket?
A.Changing your time slot or getting a refund after a ticket is bought due to personal circumstances will not be allowed. Also, we are unable to reissue a ticket that has been lost. We seek your understanding on the matter so please be careful when buying and holding onto your tickets.
Q.My train stopped moving because of the typhoon! Can I get a refund?
A.To get a refund for your ticket in the case of severe weather conditions, please check the official website’s NEWS section at that time for the announcement. Please note that if the game is cancelled due to severe weather conditions, we are unable to take responsibility for your transportation fee to the venue.
Q.Will everyone be able to complete the mission?
A.For this game, it is not guaranteed that everyone will be able to complete the mission in the given time. Please cooperate with your teammates and try to complete it within the time limit! Also, unlike other Real Escape Games, you can play this game more than once. Therefore, there will not be any debrief session to explain how the game works at the end of the game.
Q.What time do I have to arrive for the game?
A.Please register 10 minutes before your game session starts.
**Due to the nature of the game, you may not be able to join the game if you arrive late.
Q.How long will the game take?
A.The game itself is only 10 minutes long. However, please estimate the total time to be 20 minutes including waiting time, explanation of the game, and debrief time after the game has ended.
Q.Can a wheelchair-bound person play?
A.Unfortunately, a wheelchair will not be able to enter the game area. If the person is out of the wheelchair or leaning against the other player for support, it is possible to play the game. However, due to the nature of the game, you may not be able to fully enjoy all components of the game in this manner.
Q.Is there an age limit?
A.Players aged elementary school and above will require a ticket to play. This game can be enjoyed by elementary to high school aged players. However, to fully enjoy the game, we recommend that an elementary school aged player is accompanied by a guardian.
It is common for the guardian to be too absorbed in the puzzles and lost sight of their children while playing. Please be careful of this.
Q.Can children or non-Japanese play?
A.If the child can read and write, they can play. This game is available in both Japanese and English, so non-Japanese can choose to play the English version.
Q.Can I leave my bag somewhere?
A.You can leave your belongings at the 1st floor ticket counter for a fee of 500 yen. However, there is limited capacity. If you are playing the Real Stealth Game on the 3rd floor, there are free coin lockers to store your belongings. Please refrain from leaving large baggage such as suitcases in the game area. You can also use the public coin lockers outside the facility.
Q.Can I play this game more than once?
A.As there will be a debrief at the end of the game to explain how the game goes if you do not succeed, you are not allowed to play the game again because you will know all the answers.
Q.Can I upload spoilers onto my blog or social media?
A.Spoilers are prohibited for this game. Do not upload answers or photos of the puzzles to your blog, Facebook, Instagram, Twitter, or any other digital platform. Please also be careful when you discuss the answers to the game after it has ended. There will be many players in the same floor or facility who have not tried the game yet.
Q.How do I make sure that my friends and I play in the same team?
A.This game is played by a maximum of 2 people. There, if your group is an odd number like 3 or 5 players, one player will have to team up with a random player with the same time slot.
Q.What time do I have to arrive for the game?
A.Please register 20 minutes before your game session starts.
**Due to the nature of the game, you may not be able to join the game if you arrive late.
Q.How long will the game take?
A.The game itself is only 60 minutes long. However, please estimate the total time to be 90 to 100 minutes including waiting time, explanation of the game, and debrief time after the game has ended.
Q.Will we get to eat during this game?
A.No actual dishes for consumption will be served during this game. Please enjoy the game’s “virtual food” that is served through magic.
Q.Can a wheelchair-bound person play?
A.Yes, it is possible.
Q.Is there an age limit?
A.Players aged elementary school and above will require a ticket to play. This game can be enjoyed by elementary to high school aged players. However, to fully enjoy the game, we recommend that an elementary school aged player is accompanied by a guardian.
It is common for the guardian to be too absorbed in the puzzles and lost sight of their children while playing. Please be careful of this. Also, this is a team effort game. Please make sure the child does not cause inconvenience to other players at the same table.
Q.Can children or non-Japanese play?
A.If the child can read and write, they can play. This game is available in both Japanese and English, so non-Japanese can choose to play the English version.
Q.Is it fixed seating or according to the ticket serial number?
A.It is not fixed seating or according to your ticket serial number. If you are coming with friends, don’t worry if your ticket serial number are not together.
Q.Can I take photos during the game?
A.Yes, you can. However, please do not show photos that contain clues or answers to the puzzles to someone who has not played it yet. Of course, please do not upload it onto the internet as well.
Q.Can I play this game more than once?
A.As there will be a debrief at the end of the game to explain how the game goes if you do not succeed, you are not allowed to play the game again because you will know all the answers.
Q.Can I upload spoilers onto my blog or social media?
A.Spoilers are prohibited for this game. Do not upload answers or photos of the puzzles to your blog, Facebook, Instagram, Twitter, or any other digital platform. Please also be careful when you discuss the answers to the game after it has ended. There will be many players in the same floor or facility who have not tried the game yet.