FAQ

Please check if you can open it manually.
If there is a back door, please go in and out through the back door for the time being.

• Please contact the customer center.
  076-222-9595

● For Mamex Members Club members

•  During business hours → Make a spare key.
  Please bring your ID and visit customer center.
  Business Hours:10:00-18:00
  Address:〒920-0941　石川県金沢市旭町2丁目9番14号

• Outside business hours → Please call the members-only call center.
  Mamex Support 24: 0120-784-024 Unlocking the room (no spare key required) is free of charge.
  ※Some costs may be incurred for special key lock and in some case unlocking work may not be possible)

• Spare key cost
  Card key: 2,200 yen.
  IC card key: 2,200 yen.

• Setting change (with new key)
  Card key: 8,800 yen.
  IC card key: 8,800 yen.

● For non-members

• During business hours → Make a spare key.
  Please bring your ID and visit customer center.
  Business Hours:10: 00-18: 00
  Address:〒920-0941　石川県金沢市旭町2丁目9番14号

• Spare key cost
  Card key: 4,400 yen.
  IC card key: 4,400 yen.

• Setting change (with new key)
  Card key: 16,500 yen.
  IC card key: 13,200 yen.

※After business hours → Call emergency call center: Please call 076-222-3666You can request a company for a fee. (Night reference fee 20,000 yen ~)

First of all, please check on how to use the key here

If there is no response when you insert it, there is a possibility that the card key is magnetically defected.
Please bring your card key as the magnetic pattern will be restored at the store.
Please visit the customer center.

Address:〒920-0941　石川県金沢市旭町2丁目9番14号
Business Hours:10: 00-18: 00

※If the problem persists even after re-magnetizing, there is a possibility that the main unit attached to the door is defective.
Please contact us as we will visit you to inspect the main unit. If you want to replace the main unit, you will need to be present.
For Mamex Members Club members, Mamex Support 24: 0120-784-024

We apologize for the inconvenience, but please deliver it to the customer center or the nearest police station.

Customer centre information.
Business Hours: 10:00-18: 00
Address:〒920-0941  石川県金沢市旭町2丁目9番14号
076-222-9595

We do not disclose the video of the security camera to the residents.
If the police issue a video confirmation inquiry document due to an incident or accident,
We are disclosing the video in cooperation with the investigation.
In case of damage such as an incident or accident, please consult the police first.

If you live in a property with free internet, the maintenance company will differ depending on the property. The form you received when you moved in has a description of the internet maintenance company, so please check it for a contact detail. If you have a contract for i-Nozomi Net, please contact the number below.

• i Nozomi Net Support Desk:  0120-882-802 (Reception 24 hours a day, 365 days a year)

Using several appliances at the same time may exceed the power capacity of the room. Turn off the electric appliances in use and turn on the breaker. If the breaker trips even though you are not using too much power, please refer to the figure below and take first-aid measures before contacting the customer center.  076-222-9595

•  If ② (leakage breaker) in the center falls, first leave ② down.
  Turn off all ③ (safety breakers). After that, rise ② and rise ③ one by one and check if ② falls.
  The place where it fell is the place where the electric leakage occurs, so if you drop only that place, you can use it in other places for the time being.

Have you completed the procedure for electricity connection to the electric power company?
If you have not, you will not be able to use electricity. Please complete the procedure.
If you have completed the procedure, the breaker may be off, so
check the breakers throughout the room, usually at the entrance or washroom.
If the breaker lever is down, raise it to restore power.
If you raise it and it drops immediately, please contact the customer center. 076-222-9595
In addition, there is a possibility of a power outage in the area, so please check with the electric power company.

Please check if hot water comes out.
If hot water comes out, the stove battery may be dead or malfunctioning.
Replace the battery in the stove. Clean the gas outlet as it may be clogged with dust.
If the problem is not fixed even after replacing the battery, please contact the customer center.  076-222-9595

If hot water does not come out, please contact the gas company.
※For city gas, please contact the customer center. 076-222-9595

We would like to ask for your cooperation check the gas meter(located outside of the room) before contacting us.
If the red lamp is blinking or an error message is displayed, the gas has stopped, so perform the recovery operation.
Press the recovery button and wait for about 5 minutes. If there is no abnormality, it will recover automatically.

Please press and hold this button.

※Where is the gas microcomputer meter installed?
a. In the case of concrete structured apartment, it is installed inside the pipe shaft next to the unit door.
b. In the case of wooden structured apartment, it is installed on the 1st floor common passage or around the building.

Those who use gas water heaters.
Please contact the gas company.
※For city gas, please contact the customer center. 076-222-9595

We would like to ask for your cooperation check the gas meter(located outside of the room) before contacting us.
If the red lamp is blinking or an error message is displayed, the gas has stopped, so perform the recovery operation.
Press the recovery button and wait for about 5 minutes. If there is no abnormality, it will recover automatically.

Please press and hold this button.

Those who use electric water heaters (all-electric) .
Check the breaker and water heater switches and timer settings. (Some models do not have a switch or timer)
If the switch is on but the hot water does not come out, it is possible that the hot water in the water heater has been used up.
The water heater of the all-electric property uses electricity at midnight to boil water. If the hot water in the water heater is used up, only water will come out until the next boiling, so please be careful about the amount of hot water used. Hot water will be available again in the morning.

Please press and hold this button.

※ Where is the gas microcomputer meter installed?
a. In the case of concrete structured property, inside the pipe shaft next to the unit door.
b. In the case of wooden structured property, it is installed on the 1st floor common passage or around the building.

If dust or dirt collects inside the ventilation fan, it may cause noise. Please clean it regularly since the ventilation fan in the kitchen is especially easily to get dirty with oil. If cleaning does not help, please contact the following contact information.

• For Mamex Members Club members, Mamex Support 24:  0120-784-024
• If you are a non-member, please contact the customer center. 076-222-9595

If you use it for a long time, the nut will loosen and wobble. Tighten the nut at the base. Please note that wrapping a cloth to prevent scratches and overtightening may cause the product to break. If the problem persists even after re-tightening the nut, please contact the following.

• For Mamex Members Club members, Mamex Support 24:  0120-784-024
• If you are a non-member, please contact the customer center.  076-222-9595

There are several possible causes, so please check the following points.

1. Check the air-conditioning setting and temperature setting of the remote controller.
2. Clean the filter.
3. Make sure that there are no objects around the outdoor fan, such as objects or snow that might blocking the ventilation.
4. Unplug the air conditioner and plug it in again after a minute or two.
   If you cannot fix the problem after checking these, please contact the customer center.  076-222-9595
   At that time, it would be helpful if you could let us know the part number and model year of the air conditioner.

※Please clean the filter frequently to avoid malfunction.
※During winter time, it may take 10 to 20 minutes for a warm breeze to come out, or it may stop working for a while. If this happen, please wait for a while as it takes time to defrost the machine.

Many of the causes are due to clogging of the air conditioner drain hose. First, wipe off the wet and use a bucket etc. to avoid the water from damaging the floor. Then contact the customer center. 076-222-9595
※If the leakage was caused by unclean filter, the tenant may be responsible for the cost. Please clean the filter regularly.

Make sure that there are no objects around the outdoor fan, such as objects, rubbish, dust or snow that might blocking the ventilation. If there is nothing blocking the outdoor fan, please call the customer center. 076-222-9595
Before calling, we would like to ask for your cooperation to check the body number and model year of the air conditioner, also the whether the outdoor fan is on the ground or on the wall.?

Gas may be leaking. Ventilate your room after closing all main tap. For propane gas, pleasr call each gas company directly.
For city gas, call Kanazawa water and energy:  0120-328-117 (Night) 076-220-2281
Please never turn on any electric switch.

Please contact the following contact information.

• For Mamex Members Club members, Mamex Support 24: 0120-784-024
• If you are a non-member, please contact the customer center.  076-222-9595

Ventilate frequently and be sure to wipe off any condensation with a dry towel.
Ishikawa Prefecture is a region with high humidity throughout the year.
Condensation is likely to occur in winter and during the rainy season when the temperature difference between indoors and outdoors is large.
In addition, mold tends to grow in places where condensation forms. As prevention, please use a moisture-proof sheet, a dehumidifying agent, or a mold-proofing agent.
※If you are using a kerosene-based heater, please stop using it immediately. It is the main cause for condensation, mold or fire.

In principle, you will have to replace it by yourself, but in any cases that you can’t reach the ceiling etc, we will replace it on behalf of you. Please contact us. 076-222-9595
(Light bulb is a consumable item,. Hence,you are responsible for the light bulb fee)

Most of the causes are defective rubber seal.
Please contact the following contact information.

• For Mamex Members Club members, Mamex Support 24: 0120-784-024
•  If you are a non-member, please contact the customer center.  076-222-9595

Depending on the structure of the water supply system, such as a building with a water receiving tank, the water pressure may be weak in the rooms on the upper floors. This is not a malfunction of the equipment and is currently in use. * If a water stopcock (valve) is installed in the water supply pipe of the washbasin, kitchen, bathroom, etc., the amount of water can be adjusted to some extent. Please contact the following contact information.

•  For Mamex Members Club members, “Mamex Support 24”:  0120-784-024
• If you are a non-member, please contact the customer center.  076-222-9595

Use a plunger to clear the blockage. Plunger can be purchased at home hardware stores.
If the problem, please contact us using the contact information below.

•  For Mamex Members Club members,contact Mamex Support 24: 0120-784-024
• If you are a non-member, please contact the customer center.  076-222-9595
  ※Depending on the cause, customer-paid expenses may be incurred.

First of all, please stop the water flow. Refer the picture below.

Please tighten it with a screwdriver as shown in the photo below.

After that, please contact the following contact information.

• For Mamex Members Club members, Mamex Support 24: 0120-784-024
• If you are a non-member, please contact the customer center. 076-222-9595

Make sure the faucet and washing machine water hose are securely connected.
If water leaks even though it is connected, please contact us using the contact information below.

• For Mamex Members Club members, contact Mamex Support 24:  0120-784-024
•  If you are a non-member, please contact the customer center. 076-222-9595

In the case of the kitchen, it may caused by the oil, kitchen waste, and detergent residue that is drained daily. In the case of the bathroom, it is caused by the hair and soap scum. Please clean the drainage hole and try cleaning the pipe using drainage cleaner. If cleaning does not help, please contact the following.

•  For Mamex Members Club members, “Mamex Support 24”: 0120-784-024
• If you are a non-member, please contact the customer center. 076-222-9595
  ※Depending on the cause, customer-paid expenses may be incurred.

Please contact the customer center. 076-222-9595
In principle, the tenants are responsible for disposing their personal belonging.
Common passages and balconies are evacuation routes in the event of a fire. Never leave personal luggage on the premises or in common areas.
We appreciate your understanding and cooperation.

Please contact the customer center. 076-222-9595
We may not be able to clean it right away. We would like to thank you in advance for your understanding.

If the light bulbs in common spaces (entrance, corridor, stairs, parking lot, etc.) are burnt out,
please specify which light bulb and contact the customer center. 076-222-9595
We apologize for the inconvenience caused and would like to thank you for your cooperation on this matter.

Smoking is prohibited in common areas. If you see someone smoking, please contact us.  076-222-9595
Please avoid littering cigarette butt,smoke and ash to maintain the cleanliness of the neighborhood and to avoid fire.

Living in an apartment also means we share our daily life noise with our neighbour.
Furthermore, due to the structure of the building, some daily life noises can easily be heard. We would like to ask for your toleration on this matter.
However, if the noise is excessive and bothering, please contact us. 076-222-9595

• Please be careful as the sound of TV, radio, phone calls and visitors as well as the sound of vacuum cleaners and washing machines may cause noise problem to people around you depending on the time. These sounds are likely to echo especially in the early morning and late at night.
• The noise can be reduced by installing the TV or radio a little away from the wall or laying a carpet on the floor.

Please wait until it vacant.
If there is any locked box while vacant, please contact us. 076-222-9595
※Please take out any of your belonging immediately so that other tenant will be able to use it.

Please refer to the figure below.

Please check the PIN code of your mailbox as it is printed on the form you received when you moved in.
Please contact us if you lost it. 076-222-9595
※In addition, we cannot answer to anyone other than the tenant.

Most keyed mailboxes are dial-type. Open and close according to the correct number (there is a mark at the matching position).
Also, check your mailbox daily so that you don’t collect too much mail.
Please note that if too much mail is collected, it may cause the mailbox to malfunction.

If you receive mail addressed to a former resident, take the following action.
Please write a note on the mail that saying “moved-out”and post it to a nearby post or take it to the post office.
If it come from a different courier, please call each courier and tell them that the tenant has changed.

Please kindly

We distribute our exclusive bicycle parking stickers to customers who have bicycles (for a fee).
Bicycles without a bicycle parking sticker will be considered as illegally parked bicycles and will be removed after a certain period of time after the warning is posted.
In addition, even if a bicycle parking sticker is affixed, a warning will be affixed to bicycles that are not considered to have been used for a long time.
Only one bicycle or moped can be placed in the bicycle parking lot (space). The owner is responsible for removing and disposing of it.

Please make a note of the characteristics (number, color, vehicle type, etc.) of the vehicle and consult with the police. Please refrain from performing illegal parking as it may cause inconvenience to other residents. Please refer to the site below for daily-use parking.
https://www.akippa.com/?utm_source=noka&utm_medium=referral

Please place it in an empty space around the permises that is not blocking passage.

Wipe off the water immediately. In addition, damage to the interior walls and ceiling downstairs is expected, so please contact the following contact information.

• For Mamex Members Club members, contact Mamex Support 24: 0120-784-024
• If you are a non-member, please contact the customer center.  076-222-9595

We would like your cooperation to exterminate the bugs.
However, in the case of termites, please contact the customer center as it may damage the building.   076-222-9595

There are many damages such as pigeons coming to the balcony of the condominium and dropping feces. Basically, please take measures to prevent pigeons from residents. Countermeasure goods are sold at home centers and other places. Also, please note that if you put cardboard etc. on the balcony, it will create a nest.

In principle, tenants are responsible to do the weeding work.
Please do it regularly to avoid insect problem etc,.

Crush it, fold it flat, tie it with a string, and send it out to nearby collection center. (No designated garbage bag is required) For details, please see the homepage of each municipality. In addition, it is collected free of charge at nearby supermarkets. Please check the collection schedule of each supermarket before carrying it out. ※Only in Kanazawa City, you can cut it into a size that fits in a designated garbage bag, or attach one designated garbage bag (equivalent size) to each cardboard to dispose of it as burnable garbage.

In principle, tenants are responsible to do the snow removal work.
Please do not put out the snow on the passage or parking lot as there may be contractors even if the car is not parked.