Frequently Asked Questions

Customer Support

Card Application / Switching / Termination

  How long does it take for a card to be issued ?

  It takes approximately 2 weeks from the time we receive your application for a card to be issued.

  How do I apply for a Supplemental Card ?

  To apply for a Supplemental Card, please fill out a "Supplemental Card Application Form". You can request this form as below:

Automated Voice Response System (Call 0120-003-081) -> Select English "2" -> Enter your Card Number -> Enter your PIN -> Select "5" + "2"

Your spouse, children, parents, and siblings are eligible to apply for a Supplemental Card (please note that the person needs to be 18 years old or above). The annual fee for a Supplemental Card is as follows:

SuMi TRUST CLUB Platinum Card, SuMi TRUST CLUB Gold Card, SuMi TRUST CLUB Elite Card, SuMi TRUST CLUB Reward World Card, SuMi TRUST CLUB Reward Card, Delta SkyMiles SuMi TRUST CLUB Platinum VISA Card : Free

Delta SkyMiles SuMi TRUST CLUB Gold VISA Card : 9,000JPY

   I am not a Japanese national. Are there any special documents I need to attach to my application form ?

   Please attach a copy of both sides of your valid Citizen identification card or Residence card. In special cases where we do require you to submit certain documents or information, we will contact you.

   How do I apply if I want to switch my current card?

   Please contact our Call Center.

   Can I change my current card to any other cards?

   Card switching is not available depending on which card you want to switch from and to.

*Switching from Diners Club Card to SuMi TRUST CLUB Card (Visa or MasterCard), or from SuMi TRUST CLUB Card to Diners Club Card is not available.

*Switching from other Diners Club Card / SuMi TRUST CLUB Card to Diners Club Business Card, or from Diners Club Business Card to other Diners Club Card / SuMi TRUST CLUB Card is not available.

*SuMi TRUST CLUB Gold Card (Master Card), SuMi TRUST CLUB Rewards Card, SuMi TRUST CLUB Rewards World Card, SuMi TRUST CLUB Clear Card are not available to be switched to any other cards. SuMi TRUST CLUB Rewards Card, SuMi TRUST CLUB Rewards World Card and SuMi TRUST CLUB Clear Card are not available to switch to any other cards.

   How is an annual fee calculated in case of switching a card?

  Annual fee of your current card for remaining period will be calculated on pro-rata basis and returned to you. Then, an annual fee for your new card will be charged.

   Will a card number be changed in case of switching a card?

   Yes. A card number will be changed after switching to a new card. Please change to a new card number if your current card number is registered to any recurring payments, such as public utilities.

  Can I use a current ID and Password for Club Online after switching to a new card?

  Yes. Please note that the old card information will not be displayed in Club Online after switching the card.

   What will happen to my accumulated points (or mileages) in case of card switching?

  In case of card switching across Product Suites, in manner prescribed by TRUST CLUB, points and mileages that are accumulated on your current card will be invalid. Upon request for card switching received by a card member, points and mileages for the period for the following date of the last Closing Date and the date of card switching will not be granted. Accumulated points will not be allowed to redeem after the process of card switching is complete.

Product Suites Card Type
Point Card 1. SuMi TRUST CLUB Elite Card
SuMi TRUST CLUB Gold Card (Visa, MasterCard)
SuMi TRUST CLUB Platinum Card
Mileage Card 2. Delta SkyMiles SuMi TRUST CLUB Gold VISA Card
Delta SkyMiles SuMi TRUST CLUB Platinum VISA Card

Examples:

*In case of switching from SuMi TRUST CLUB Gold Card to SuMi TRUST CLUB Platinum Card, accumulated points on SuMi TRUST CLUB Gold Card is transferred to SuMi TRUST CLUB Platinum Cards both as cards are within the same Product Suites (1.).

*In case of switching from SuMi TRUST CLUB Gold Card (Product Suites 1.) to Delta SkyMiles SuMi TRUST CLUB Gold VISA Card (Product Suites 2.), Accumulated points on SuMi TRUST CLUB Gold Card is not transferred to Delta SkyMiles SuMi TRUST CLUB Gold VISA Card as switching between those cards is across Product Suites.

*In case of card switching across Product Suites, point balance accumulated on a current card cannot be redeemed on a new card, accordingly points will be forfeited and found in "Adjusted Points" in the monthly statement of the following month of the card switching date.

   Can I use the current card services in a new card as well?

  Services that are used in a current card will be transferred to a new card as follows;

Service Transfer to New Card
Card Number Not transferred
Expiry Date Transferred
Annual Fee Not transferred For more details.
Club Online ID and Password Transferred For more details.
Supplementary Card Transferred
ETC Card Transferred
Rakuten Edy Not transferred
Supplementary Services and Privileges Not transferred (Supplementary services and privileges attached to a current card will not be transferred to a new card after switching.)
Points / Mileages Vary depending on types of cards. For more details.
Cash Advance / Card Loan Credit Line May be changed to a different amount (line) under the cash advance / card loan credit line from the one already assigned.
Revolving Shopping Credit Line May be changed to a different amount (line) under the revolving shopping credit line from the one already assigned.

*ETC Card will be transferred. In case of the expiry date of a current card and a new card is different, a new ETC card will be mailed with a same expiry date of a primary card after switching.

*The entry information and the spending usage information for the campaign with a current card will not be carried over to your new card.

   What will happen to my accumulated points (or mileages) in case of card termination?

  Points or mileages that are accumulated on your current card will be invalid upon request for termination of a card received by a card member. Points and mileages for the period for the following date of the last Closing Date and the date of termination will not be granted. Accumulated points will not be available to redeem after the process of termination of a card is complete.

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Card Renewal

  My card will expire this month. When will I receive my new card ?

  Your renewed card will be sent to your registered address in the month that your current card expires. If you do not receive your new card by the end of the month, or have not reported your new address yet, please call our Call Center.

  Do I need to contact Sumitomo Mitsui Trust Club, Inc. to renew my card ?

  No in general, your card will be renewed automatically. However, we will contact you in special cases where we do require you to submit certain documents or information to renew your card

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Payment

  How can I confirm my next Billing Amount ?

  You can confirm your next Billing Amount through one of the following ways:
1. Club Online -> MyAccount -> Account Summary
2. Automated Voice Response System,
(Call 0120-003-081) -> Select English "2" -> Enter your Card Number -> Enter your PIN ->
Select "1" + "1"

  I lost my Billing Statement. Can you reissue the Statement ?

  Yes,we will reissue a copy of your Billing Statement through our Automated Voice Response System. (Call 0120-003-081) -> Select English "2" -> Enter your Card Number -> Enter your PIN -> Select "0" -> Call Center will assist you. Please note that we may not be able to reissue statements dated over 6 months ago.

  I did not have sufficient funds in my bank account on the day before the Direct Debit execution date. What should I do ?

  Your payment is debited directly from the designated bank account on the 10th (8th for few banks) of every month or the next business day if the direct debit date is not business day. In case your direct debit was not successful, we will need you to wire your payment to the account we specify.
Please make sure to call our Call Center before you wire your funds. Your card will be blocked until we receive your payment in case your direct debit was not successful. Please call us as soon as possible in such cases.

  Can I change my monthly payment amount of my Revolving Payment balance ?

  Yes, by calling our Call Center before the closing date (18th 9:00am of every month), you can change your monthly payment amount (in multiples of 10,000 yen). You may also clear your balance by wiring your payment to the bank account we specify. When you make a wire transfer, please call our Call Center in advance. Please note that we will not cover the Wire Transfer Fee. You can also change your monthly payment amount through "Club Online" change Request menu.

  How can I change the monthly payment amount of my Revolving Loan ?

  By calling our Call Center before the closing date (18th 9:00am of every month), you can change your monthly payment amount (in multiples of 10,000 yen), or clear your balance on the next direct debit.

  Can I clear all or parts of my Revolving Loan balance by wire transfer ?

  Yes, you can clear your balance by wiring your payment to the bank account we specify. Please call our Call Center before making the wire transfer. Please note that we will not cover the Wire Transfer Fee.

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Various Changes

  How do I report a change of address ?

  You can report the change by one of the following ways (we can only accept addresses in Japan):
1. Club Online -> Account Setting -> Profile Maintenance
2. Sending us a "Change Request form". You can request this form through Club Online -> Service Request -> Document Request, or by downloading this form and printing it.
3. Calling our Call Center.

  How can I change my Direct Debit Account information ?

  Please fill out a "Direct Debit Authorization form" to change your direct debit amount. You can request the form by one of the following ways.
Please note that it takes 1 to 2 months to process the Direct Debit Account change.
1. Sending us a "Direct Debit Authorization Form." You can request this form through Club Online -> Service Request -> Document Request.
2. You can request a "Direct Debit Authorization Form" through our Automated Voice Response System. (Call 0120-003-081) -> Select English "2" -> Enter your Card Number -> Enter your PIN -> Select "0" -> Call Center will assist you.

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Club Online

  Do I need to pay a membership fee or an annual fee to use "Club Online" ?

  No, there are no fees for Club Online.

  Who can use Club Online ?

  Any SuMi TRUST CLUB Card member can use Club Online. However, there are cases where you will be restricted from using Club Online depending on your card usage and payment status.

  Can a Supplemental Card member use Club Online ?

  No, a Supplemental Card member cannot use Club Online.

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Recommended OS/ browsers

  What are the recommended OS/ browsers for this web site?

  Windows - Internet Explorer 11, Firefox (latest version), Chrome (latest version)
Macintosh - Safari 7 or later, Firefox (latest version), Chrome (latest version)

*Note that, even when the above environment is met, some display malfunctions may occur and various functions may be unavailable depending on your computer settings.

  <NOTE> When using Club Online

  We recommend that you use one of the browsers above so that you can navigate through our website securely. Even when the above environment is met, some display malfunctions may occur and various functions may be unavailable depending on the combination of your computer browser, OS and security software add-on features. If you’re a user of OS / browser which is no longer supported, please upgrade it in order to be able to use Club Online. If you’re having difficulty accessing your statements through our Club Online, please contact us immediately by using our Inquiry Form to request paper-statement via mail. In some cases, we may ask you to switch back to Paper-statement from paperless statement.

Inquiry Form, click here. (Japanese Website)

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Other

  What is included in the Credit Line ?

  The Credit Line is the total amount you can use your card for shopping by one lump-sum payment, payment in two installments, bonus payment, revolving payment and for Cash advance / Loan . Credit Lines for Revolving shopping Credit and Cash advance / Loan are both included in the total Credit Line.

The Credit Line information is listed on the "SuMi TRUST CLUB Card CARRIER" which is sent together with your card. It is also specified on the monthly billing statements. Please note that the usage of the Supplemental Members will be included in the Principal Member's Credit Line.

  When will the annual fee be charged ?

  The annual fee will be charged every year based on the month you became a member.

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