🔰 Getting Started

Setting Up Your Account

💡Whether you’re an individual or a business, first you’ll need to create an account to get started.

  1. Go to the MailMate signup page.

  2. Enter your email address and click on "Create an Account".
  3. Check your email inbox and click on the URL provided in the email.

  1. Set your password.

    If you have any questions, please feel free to contact us.

Contact Information: support@mailmate.jp

👫👫User Invitations

💡This document explains how to invite users.

Step 1: Create an Account and Send Invitations to Users

  1. Have the users you want to add create an account.
  2. Log in to the existing user's account and open the "Settings" from the "Inbox" section.

  3. Enter the email address of the user you want to invite.

  4. Select "Edit Access."
  5. Click the "Add" button.

Step 2: Users Receive the Invitation

  1. Invited users will receive an invitation email.
  2. Users can click the link provided in the invitation email to access their inbox.

This completes the process of inviting users and creating accounts. If you have any questions, please don't hesitate to contact us.

Contact Information: support@mailmate.jp

🔑 Setting Up Two-Factor Authentication (2FA)

🔐 Enabling Two-Factor Authentication

💡 Here's a step-by-step guide on configuring two-factor authentication for your login.

1. Go to “General” from “Settings” at the bottom left of the MailMate dashboard.

2. In the Two-Factor Authentication section, choose either "Authentication App" or "Email" as your method to receive the authentication code, then click "Set up."

3. "Authentication App"

4. Use an OTP-compatible app to scan the provided QR code.

5. Input the code generated by the app and your MailMate account password.

6. Click "Confirm and Enable 2FA".

7. Once you see the message "Successfully enabled two factor authentication.", your setup is complete.

8. Safely store the backup verification codes generated, which can be used if the app is not functional.

3. "Email"

4. An OTP code will be sent to your registered email address.

5. Enter the OTP code received via email, along with your password.

6. Click "Confirm and Enable 2FA”.

7. Once you see the message "Successfully enabled two factor authentication.", your setup is complete.

8. Safely store the backup verification codes generated, which can be used if the email is not functional.

🔓 Disabling Two-Factor Authentication

💡 If you wish to disable two-factor authentication, follow these steps:

1. Go to “General” from “Settings” at the bottom left of the dashboard.

2. Click "Disable 2FA".

3. Two-Factor Authentication has now been successfully disabled.

📝 Features

🖨How to Request an Open Scan

💡Here's how to request an open scan.

To request an open scan, follow these steps:

  1. Select the mail item for which you want to request an open scan.
  2. Click "Open it"

  1. Your open scan request is now complete. It will be processed within one business day.
  2. You will receive a notification email when the mail item is opened.

If you have any questions, please contact our customer support at support@mailmate.jp.

📦How to Request Mail Forwarding

💡You can request mail forwarding using the following steps:

  1. Select the mail items you want to forward from the list of mail items.
  2. Click "Forward" and fill in the necessary details, including the forwarding address, recipient name, and delivery date.

  3. Click "Request Forwarding" to submit your request.
  • If you wish to receive mail at the address where you have submitted a change of address notice, please specify this and provide details like "Post Office Hold" or "Sagawa Express Delivery."
  • If you receive mail at your nearest post office, include the desired post office's postal code, address, and add "郵便局留" along with your proof of address.
  • If you wish to receive your package at a Sagawa Express office (佐川急便営業所受取), please provide the following information: Preferred 営業所 name, its postal code, recipient's address, full name, and mobile number.
  • If you want to request bulk forwarding, please specify your preferences, such as "I want to forward all mail received by [date] (total [number] items)" or "I want to forward 2 items from [Company X] and [Person Y]."

That's it! You can easily request mail forwarding.

💰 Forwarding Request Charges:

Forwarding actual cost + Forwarding service fee of ¥500 + 3% of the forwarding actual cost. For example, if you are forwarding mail with an actual cost of ¥1,000:

¥1,000 (forwarding actual cost) + ¥500 (forwarding service fee) + ¥30 (3% of forwarding actual cost) = ¥1,530

We will bill this amount to the credit card registered for your monthly subscription payment.

📨 Bulk forwarding request:

  1. Click on "List View" at the bottom left of the dashboard.

  1. Check all the items you wish to forward.

  1. Click on the envelope icon "✉️".
  2. Enter the destination postal code, address, and recipient's name. Please add a note such as "Bulk forwarding" at this time.

🌎 Overseas forwarding request:

In MailMate, overseas forwarding is conducted through two methods:

  • EMS (economical, takes some time to arrive)
  • Fedex (expensive, faster than EMS)

  1. Click on the forwarding icon located at the top right of the dashboard.
  2. If there are specific instructions regarding the destination address and shipping method, please provide them accordingly. *If no specific instructions are provided, we will use EMS for shipment.

🚨Important Notes for Mail Forwarding Requests

Typically, MailMate uses Japan Post's Letter Pack to forward your mail. Therefore, there are some important considerations to prevent your mail from being sent back to MailMate when requesting forwarding to the address where you submitted a change of address notice:

  1. When making a forwarding request, be sure to mention that it is the address where you have submitted a change of address notice.
  2. Specify the option for receiving at a local post office, also known as "Post Office Hold," or through "Sagawa Express" delivery, even if it's the address where you submitted a change of address notice. Mail can be forwarded to different recipients even if it's the same address.

🏠 Setting the Default Home address

💡 We'll guide you on how to set the default forwarding address, which you can use when requesting forwarding for the original mail.

1. Go to “General” from “Settings” at the bottom left of the MailMate dashboard.

2. Input the desired home address in the field under the “Default Home Address”.

3. Save your address by clicking the “Save Changes” button.

4. The default home address you entered will now be automatically used when initiating mail forwarding requests.

5. If you have specific requests or want to forward to a different address, uncheck the box to enable free-text input.

🧹How To Request Disposal

To request disposal, follow these steps:

  1. Access the mail item you want to dispose of.
  2. Select "Dispose" from the action menu.

  3. After completing the disposal request, the item will be securely disposed of.
  4. When the disposal is complete, a mark indicating disposal will appear on the mail item.

👀 How To Check Your Mail Opens Usage

Here are the steps to check the number of opened items:

  1. Click on 'Settings' at the bottom left of the dashboard.

  1. Go to 'Billing'

  1. Scroll down the screen to find the “Mail Opens Usage"

🖥 System Requirements

MailMate's cloud service is accessible through web browsers. Please note that operating systems or browsers that have discontinued support are not included in the supported operating environment.


  • Microsoft Edge latest version (Chromium version only)
  • Mozilla Firefox latest version
  • Google Chrome latest version


  • Safari latest version
  • Mozilla Firefox latest version
  • Google Chrome latest version

iOS /Safari

Latest iOS 15, 16


Latest iPadOS 15, 16


Android Chrome latest version, starting from Android 10

👤 Administrator Permissions

In this section, we'll guide you through the process of setting up and managing permissions within the MailMate dashboard.

📥 Using the INBOX

By adding an INBOX, you gain the ability to:

  • Manage mail for each department
  • Organize mail for each location
  • Specify users who can view each INBOX
  • Designate users who can edit each INBOX

Adding an INBOX:

  1. Click on 'Inbox' under the "Mail" section.

  1. Enter the INBOX name and click 'Add.'

  1. Navigate to "Settings" > "Inbox" > "Users" to add users with access to the selected INBOX.

  1. By enabling 'Edit Access' for a user, they can utilize action buttons on the document data within the INBOX. Users without edit access can only view.

🏣 Notifying Shipping Address Changes to Clients

For corporate clients, we provide a service to handle notifications of changes in the mailing / billing addresses to respective business partners. For more details, please contact Customer Support at support@mailmate.jp.

📮 For Postal Mail

  1. Check "Settings" > "General Settings" > "Virtual Address Settings."

  1. Provide the address, including the 'Management Number.'

⚠️ The 'Management Number' varies for each INBOX.

📧 For Emails

  1. Check "Settings" > "Inbox" > "Upload Images" for the specific email address.

  1. To receive documents as images or PDFs, instruct senders to a recipient this email address.

  • For example, if the sender includes the provided email address in a recipient when sending an invoice as a PDF, it will automatically upload to the corresponding INBOX.

⚠️ The email address varies for each INBOX.

👩🏻‍💼 Corporate Customers

🏢Addresses Available for Registration

MailMate currently offers addresses available for registration in Fukuoka and Tokyo. For detailed address information and service details, please contact us at support@mailmate.jp.

🙇‍♂️Unsupported Business Types

💡Virtual offices are a cost-effective way to establish your business, but there are specific business types that cannot use a virtual office address. Examples include:

  • Legal services (lawyers, accountants, scriveners, etc.)
  • Construction
  • Financial transactions
  • Waste disposal
  • Secondhand goods
  • Private investigation
  • Adult entertainment
  • Occupations requiring government notifications or licenses typically require a physical office.

💳 Account & Payment

👤Changing Your Email Address

💡This document explains the steps required to change your email address:

  1. Log in to your MailMate account.
  2. Open the account information from the settings in the bottom left corner.
  3. Find the "Email Address" section in the account information.
  4. Click on "Email Address" and enter your new email address.
  5. Save the changes to complete the process.

🔧 Changing Payment Method

💡This document explains how to change your payment method:

Payment Method Change Procedure:

  1. Start by logging into your account.
  2. Click on "Payment Settings" on the settings page.
  3. Click the "Update Credit Card" button.
  4. Choose your new payment method.
  5. If needed, enter the details of your new payment method.
  6. Review the changes and save them.

Follow these steps to change your payment method. If you have any questions, please don't hesitate to contact us.

🧾Receipt Confirmation and Issuance

💡This document explains the steps required to confirm or issue receipts.

How To Confirm Your Receipt:

  1. Start by logging into your account.
  2. Click on "Invoices" in the settings.

Follow these steps to confirm your receipts!

How To Issue A Receipt

  1. Start by logging into your account.
  2. Click on "Invoices" in the settings.
  3. Click "Receipt" in the "Action" section for the receipt you want to issue.

📑Canceling Your MailMate Subscription

If you wish to cancel your MailMate subscription, please contact our support desk.

You can reach our support desk here: support@mailmate.jp

Once you've made the request, we will contact you through our customer support to provide you with the process for cancellation, with the earliest possible cancellation being at the end of the following month.

🖨 Electronic Storage Requirements under the Electronic Bookkeeping Law

Special Notes

  1. Data Preservation:

Data stored in the system must be preserved in its original form without altering the data received from the bookkeeping system.

For tax-related records that are eligible for storage through electronic means, they should be consistently created using a computer from the initial recording stage. Handwritten tax-related records are not eligible for electronic storage. However, records received or created on paper can be stored through scanning.

  1. Documentation of Electronic Processing:

When applying the data storage provisions of the Electronic Bookkeeping Law, it is essential to maintain documentation that clearly outlines the administrative procedures related to electronic data processing during system operation.

It is also necessary to document the procedures for providing and storing electronic records.

  1. Hardware and Data Environment:

It is crucial to establish a suitable viewing environment, taking into consideration hardware and data capacity. This environment should:

Allow for swift output of search results on display or printer.

Ensure a quick search response time.

Enable the immediate output of bookkeeping data on both screen and paper.

  1. Separation of Data Creation and Search Systems:

If the system for creating bookkeeping data and the system for searching are different, measures must be taken to confirm that the data used for searching is identical to the data stored under the Electronic Bookkeeping Law.

  1. Compliance with 'Quality Electronic Bookkeeping':

Bookkeeping data stored in the system should meet the regulatory requirements for 'Quality Electronic Bookkeeping' (functional requirements).

To apply the tax reduction measures under Article 8, Paragraph 4 of the Electronic Bookkeeping Law, all records related to the specific tax category must meet the 'Quality Electronic Bookkeeping' requirements, stored in electronic format. Additionally, a notification should be submitted in advance to the respective tax authority.