Frequently Asked Questions regarding Filing Proof of Rehabilitation Claim (Updated on September 21, 2018)
To All Concerned:
Rehabilitation Debtor: MtGox Co., Ltd.
Rehabilitation Trustee: Nobuaki Kobayashi, Attorney-at-law

Note: This FAQ will be updated from time to time as we receive inquiries from Users. Please check the website frequently.
Note: If you have a question that is not addressed in this FAQ, please contact the call center below. Please note that we are not able to respond to e-mailinquiries.
Phone:+81-3-4588-3922 (English)/03-4588-3921 (Japanese)

Hours:Mondays – Fridays (excluding Japanese holidays)

English: 1:00 p.m. to 10:00 p.m. (Japan time)
Japanese: 10:00 a.m. to 5:00 p.m. (Japan time)
Frequently Asked Question
1.

Proof of Rehabilitation Claim

1.1

Changing passwords

Answer(1) I have forgotten my password and I would like to change it.

Please change your password on the System.

To change your password,

you must answer the secret question set up on the System or on the system
for filing proof of bankruptcy claims in the bankruptcy proceedings thatcommenced in 2014, and enter the 6 digit temporary authentication code1

sent to your contact e-mail address, before the code expires.

If you haveforgotten your answer to the secret question, you cannot change yourpassword.
(2) I cannot answer the secret question.

If you cannot answer the secret question, you cannot change your password.
Please file the proof of rehabilitation claim using the Offline Method.

(3) I cannot change my password even though I’ve correctly entered theThe temporary authentication code may have expired.

temporary authentication code that I received at my e-mail address.

For Users who have

set up two-step authentication, the code expires in 24 hours; for other Users,
it expires in 30 minutes.

In such cases, if you go through the password

setting procedures again from the beginning, you will be able to change yourpassword.
If you have not logged into and set a password for the System or(4) The password change function does not work at all.

online filing system for bankruptcy claim, you cannot use thepassword reset function.
Please file a proof of rehabilitation claim with the Offline Method.
1.2Cannot log in(1) I have entered my username, but I cannot log in.

(a) After you completed two-step authentication, you will not be able tolog in with your username.

Please log in using the e-mail address andpassword you entered when you set up two-step authentication.
(b) If your username includes capital or lowercase letters, please enter theletters correctly. If you have forgotten your correct username, please
try your e-mail address.
(c) If you filed a bankruptcy claim by Offline Method in the bankruptcy
proceedings, or you attempted to notify the bankruptcy trustee of the2

assignment of a bankruptcy claim as a transferor or a transferee in thebankruptcy proceedings, you are not able to use the System.
(d) To prevent hacking, if you have failed login attempts certain times in
one hour, you will not be able to log in for 24 hours. Please try again
in 24 hours.
(2) I have entered my e-mail address, but still can’t log in.

(a) If you have completed two-step authentication, please log in with thee-mail address that you used when setting up two-step authentication.
(b) If your registered e-mail address includes capital or lowercase letters,
please enter the letters correctly.
(c) If you filed a bankruptcy claim by Offline Method in the bankruptcy
proceedings, or you attempted to notify the bankruptcy trustee of theassignment of a bankruptcy claim as a transferor or a transferee in thebankruptcy proceedings, you are not able to use the System.
(d) To prevent hacking, if you have failed login attempts certain times in
one hour, you will not be able to log in for 24 hours. Please try again in24 hours.

(3) My filing of the proof of rehabilitation claim should be complete.

(a) If you have completed two-step authentication, please enter yourBut now I can’t log in.

contact email address and the passwords registered in the System, as
well as the code that appears on your Authenticator.
(b) Users who have filed using the supplementary method will no longer
be able to log in to the system.

Check the e-mail notification sent

automatically when you completed the claim filing and confirm
whether you used the supplementary method. If you filed claims using3the supplementary method, the e-mail subject will be “MTGOX Claims
System: Supplemental Claim Filing”.
(4) I have forgotten the e-mail address registered with MTGOX and theThe e-mail address registered with MTGOX cannot be changed.

e-mail address for contact and other information submitted at theThe bankruptcy proceedings that began in 2014 have been suspended;time of the bankruptcy rehabilitation filing, and I cannot log in.

therefore, filing information such as e-mail addresses submitted at the timeIwould like to change some filing information, such as the e-mailof proof of bankruptcy claim filing also cannot be changed.

address registered with MTGOX and the e-mail address submitted

Accordingly, Users who have forgotten the e-mail address required forat the time of the bankruptcy rehabilitation filing.

logging in cannot log in to the System.

In such case, please file the proofof rehabilitation claim using the Offline Method.
1.3 Cannot set up two-step authentication(1) I have forgotten the exact address (domicile) and cannot set up

Even if you were unable to enter the correct address, you can still set up

two-step authentication.

two-step authentication.

The reason that you cannot set up two-stepauthentication may be due to incorrect name or e-mail address you entered.
The Rehabilitation Trustee may review the address entry at the stage when
the Rehabilitation Trustee approves or rejects the submitted claim; therefore,
it is advisable to enter the address as accurately as you can.
(2) I have entered all of the necessary fields but still cannot set up(a) Users who have filed proof of claims online in bankruptcy proceedings

two-step authentication.

must enter the name and e-mail address for contact they filed whenfiling the proof of bankruptcy claim.

Please check that the e-mailaddress for contact is capitalized correctly.
(b) Users who have not filed a proof of bankruptcy claim in the bankruptcy
proceeding must correctly enter the username, e-mail address andpassword registered with the MTGOX Bitcoin exchange.
4Your

username is not case sensitive (as of September 4, 2018).
(c) If you cannot set up two-step authentication and you filed a proof ofclaim online in the bankruptcy proceedings that commenced in 2014,
you can file using the supplementary method. Once you have filedusing the supplementary method, you will no longer be able to log in tothe System.
(d) If you cannot set up two-step authentication and cannot file a proof of
rehabilitation claim using the supplementary method, please file using
the Offline Method.
1.4

Information related to filing proof of rehabilitation claims(1) I do not know my rehabilitation claim balance.

You can check your balance of money and/or Bitcoins on the MTGOX
database reflecting the claim investigations conducted thus far by either ofthe following ways:(a) By entering your username or e-mail address and password registeredwith MTGOX’s exchange in the web site titled “Sign in your MTGOX
account to see your wallet(s) balance”;
https://www.mtgox.com/balance/(b) For users who have filed a proof of bankruptcy claim in the bankruptcy
proceeding, by accessing the web page titled “Balance Inquiry byBankruptcy Creditor Number” in the following URL and entering their
creditor number and contact e-mail address on this web page.
https://inquiry.mtgox.com/(2) I do not know my creditor number, address or other bankruptcy

It is advisable that you enter as much information as you can, to the extent
5filing information.

possible.

If the information is insufficient, the Rehabilitation Trustee may

not be able to confirm that you are a creditor, and may not allow the filed
proof of rehabilitation claim.
1.5 I have entered the necessary information, but I cannot click You cannot click the button unless you click the check-box directly above“PROCEED TO CONFIRMATION SCREEN” button.

the File button.

1.6 I have completed my two-step authentication, but I do not receive anOnce you complete the filing of rehabilitation claim, a confirmation noticeemail confirming my filing of proof of claim.

will be sent by email automatically.

If you do not receive the confirmation

notice, there is a possibility that your filing has not been completed.
Please log in the system, and check “Status of your proof of rehabilitation
claim”. If you have completed the filing, it should appear “The filing ofyour proof of rehabilitation claim is completed.”

1.7 I have completed the filing, but would like to correct the filed(a) Users who have completed filing using the Online Method should log

information.

in again, and on the Home screen, click the button labeled “VIEW OR
AMEND THE PROOF OF REHABILITATION CLAIM THAT YOU
HAVE FILED”, and then you will be able to change the filing details.
(b) Users who have filed using the supplementary method or the Offline
Method should change filing details using the Offline Method.

1.8 I have not filed a proof of bankruptcy claim.

Can I now file a proofYes.

of rehabilitation claim?
1.9 I cannot file the rehabilitation claim using the Online Method.

(a) Users who filed a proof of claims online in their bankruptcy
proceedings may log in to the System and complete the filing using the6supplementary method. If you cannot file using the supplementary
method, please file using the Offline Method.
(b) Users who completed the offline proof of claim filing in the bankruptcy
proceedings as well as users who attempted to notify the bankruptcy
trustee of claim assignment as a transferor or a transferee in thebankruptcy proceedings should file using the Offline Method.
1.10 What identity verification (KYC) documents are needed for a

The documents in I. and II. below are required.

corporation filing a rehabilitation claim?

I.

Company registration and certificate of seal registration. In the caseof a foreign corporation, certificate of qualification as company
representative, such as a certificate by a notary or an authentication
service provider in the relevant foreign country or a registration
certificate by an authorized office in the relevant foreign country; suchcertificate should state that the corporation was legally established andbear the name of the representative.
Please provide documents with up-to-date information that were issued
within the last three months.

II.

Identity verification documents of the corporate representative.
Alternatively, identity verification documents of the administrator who
handled the proof of rehabilitation claim procedures and power ofattorney prepared by the company representative.

1.11 I sent a proof of rehabilitation claim form/a form of amendment toWe will send an email confirming our receipt of the fling once we haveproof of rehabilitation claim by the Offline Method, to the Office of thecompleted the necessary paper work.

Rehabilitation Trustee, but I have not received a notice of receipt yet.

Trustee in the Civil Rehabilitation Proceedings is receiving a large volume
7

The Office of the Rehabilitation

When can I expect to receive a confirmation of receipt? Is there anyof proofs of rehabilitation claim forms, and it will take some time to process

disadvantage compared to other creditors due to the delay in receiving

the paperwork.

the confirmation of receipt?

Furthermore, if you send a proof of rehabilitation claim form which contains

We kindly ask that you wait for a while.

necessary information and it reached at the Office of the Rehabilitation
Trustee by the end of the period for filing rehabilitation claims (i.e., no later
than October 22, 2018 (Japan Standard Time)), there will be nodisadvantage in the Civil Rehabilitation Proceedings due to the delay inreceiving the confirmation from the Rehabilitation Trustee.
1.12 I want to change the name or contact e-mail address that I entered in aAlthough Users currently cannot change their name or contact e-mailproof of rehabilitation claim through the System. Do you plan to add

address that they entered in filing a proof of rehabilitation claim on thea function by which Users can change their name or contact e-mail System, we will plan to release an additional function that enables suchaddress on the System?

When will such function be addedchange on the System.

specifically?

The addition of such function is scheduled foraround the middle of October 2018. Your patience would be appreciated.

1.13 After logging into the System, I cannot proceed to the next screen even(a) The six-digit confirmation code that appears on your Authenticator

after entering the six-digit confirmation code that appears on mychanges at fixed intervals.

Authenticator.

code before it changes.

Please enter your six-digit confirmation(b) If you cannot log in to the System even though you enter yourconfirmation code correctly before it changes, there is a possibility thatyour Authenticator was not set up correctly.

Please set up yourAuthenticator again by entering the authentication code in theAuthenticator applicationthat you

saved

upon setting

yourAuthenticator.
(c) If you cannot resolve the issue even after setting up your8

Authenticator again by entering the authentication code or if
you fail to set up your Authenticator again, please contact thecall center and follow the procedures for invalidation andinitialization of your Authenticator.
1.14 I tried to prepare a proof of rehabilitation claim form or a form of

To complete the forms, you need Adobe Acrobat Reader DC.

If you use

amendment to proof of rehabilitation claim using the Offline Method,

any software other than Adobe Acrobat Reader DC, you may not be able tobut I cannot properly fill out the forms with my computer.

properly fill out or print the forms.

Please make sure you use Adobe

Acrobat Reader DC when completing and printing the proof of
rehabilitation claim form or the form of amendment to proof ofrehabilitation claim.

If your computer does not have Adobe Acrobat

Reader DC, please download and install Adobe Acrobat Reader DC before
downloading the forms.
2.

Other

2.1 When will be the proof of rehabilitation claim filing for corporate

From September 11, 2018, corporate users who filed their proofs ofUsers who filed proof of bankruptcy claims?

bankruptcy claim by using the online system (in the bankruptcyproceedings) are able to use the System.

Please file a proof of

rehabilitation claim by the end of the period for filing rehabilitation claims(i.e., October 22, 2018 (Japan Standard Time)).
End9