Question 1

What is an app passkey recovery code?

Accepted Answer

Recovery codes are used when you change devices or lose access to them. There are eight codes; please use them one at a time when prompted to enter them within the app. Also, please store your recovery codes in a secure, confidential place.

Question 2

What should I do if I don't receive the email?

Accepted Answer

If you are not receiving emails from Woodstock Co., Ltd. / AlpacaJapan Co., Ltd., please check the following possibilities:

If you are using a mobile phone carrier email address:
If the part of your email address after the "@" symbol is docomo.ne.jp, ezweb.ne.jp, au.com, softbank.ne.jp, etc., emails may not be delivered due to your mobile phone carrier's spam filter settings. Please configure your settings to allow emails from Woodstock Co., Ltd. / AlpacaJapan Co., Ltd.

For docomo users:
https://www.docomo.ne.jp/info/spam_mail/domain/

For au users:
https://www.au.com/support/service/mobile/trouble/mail/email/filter/detail/domain/

For softbank users:
https://www.softbank.jp/mobile/support/mail/antispam/spammailfilter/

For more details, please refer to the AlpacaJapan Co., Ltd. user guide.

https://sec.alpaca.ai/guide/common/faq/email-nondelivery/

Question 3

I've forgotten my login ID and password.

Accepted Answer

[About logging into the Woodstock app]
The Woodstock app requires you to log in using your email address. After entering your registered email address, an authentication code will be sent to you. Please enter this code to log in. Additionally, with the introduction of passkeys, passkey authentication will be required for login.

[About logging into the AlpacaJapan Co., Ltd. website]
From June 13, 2026, logging into the AlpacaJapan Co., Ltd. website will require a passkey. For first-time logins after June 13, 2026, please follow the on-screen instructions to enter your registered email address (login ID) and password to register your passkey (password entry is only required the first time). Customers who have already registered a passkey should select "Continue using passkey" and log in using biometric authentication, etc. Please note that after registering a passkey, you will not be able to log in using only your registered email address and password.

For first-time logins or if you have forgotten your password, please reset your password using the link below.

https://app.sec.alpaca.ai/user/password-reset
For information on setting your passkey for Alpaca Japan Co., Ltd., please refer to the following link:

https://sec.alpaca.ai/passkey-registration/

Question 4

I cannot log in to the Woodstock app.

Accepted Answer

The Woodstock app uses email address login. Please enter the email address you registered with, and a verification code will be sent to you. Enter this code to log in. If you do not receive the email, please check your spam folder.

Furthermore, with the introduction of passkeys, passkey authentication is now required for login.

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