Gas Emergency Guide

Notice A Gas Smell

There may be a gas leak.
Before taking any further action, please ensure there is no detectable gas odor in the area.

1. Please refrain from using any open flames under any circumstances.
2. Ventilate the area thoroughly to expel the gas.
3. Ensure that all appliance valves and gas cocks are fully closed.
4. Contact us by one of the methods indicated below.

Gas Leak Emergency Hotline

Phone Number: 0570-077-784

Please double-check the number before dialing.

Multilingual Chat Support

Support Hours: 9:00 AM - 6:00 PM

Please note that multilingual chat support is available exclusively
during the hours stated above.

For assistance outside of these hours, please contact the
Gas Leak Emergency Hotline

“Please be aware that the Gas Leak Emergency Hotline operates primarily in Japanese.”
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LP Gas Guidance & Safety Videos

Video: Valves Open Check
1. Confirm that the main valve and appliance valves are fully open.
2. Ensure that gas is flowing safely.
3. Verify whether you can operate other gas appliances connected to the main valve.
4. In certain circumstances, the microcomputer gas meter may automatically shut off the gas supply.
Video: Meter Reset Guide
1. Turn off all gas appliances and shut the main supply valve.
2. Please visually inspect the gas meter from the front, sides, top and bottom.
3. If a protective cap is present, please remove it and locate the stamped mark.
4. Please press the reset button, then allow the device to return to normal operation.
5. If you have any concerns, please do not hesitate to contact us.
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In the Event of an Earthquake

In the event of an earthquake, first protect yourself.
Take cover under a table or another safe place to ensure your safety.
If there is a risk of a tsunami, evacuate to higher ground or a safe location.

After ensuring your safety, please turn off all flames and close the gas taps and appliance valves.
If the shaking was strong, once it has subsided, also close the outdoor container valve to prevent secondary disasters.
Do not use any open flames.
Turn the container valve to the right(clockwise) to close it.

Once the situation has stabilized, you will need to perform a reset operation to resume gas usage.
For instructions on how to reset, please refer to the following video:
→Video: Meter Reset Guide

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Malfunction Suspected

If you notice any signs of a potential gas appliance malfunction—such as unusual noises, strange odors, or a yellow flame—stop using the gas appliance immediately and contact your nearest branch office or the Gas One Service Center.
→Hotline

For Gas Stoves:
・Please ensure that the batteries are installed with the correct polarity and meet the required voltage specifications.
・Please verify that the burner head is properly seated and completely free of moisture.


In the case of a water heater(with an integrated bath boiler):
・Please verify that the remote control powers on and check for any error codes or messages.
・If any error codes or messages are displayed, please provide their exact wording.
・Please disconnect the power cord of the water heater unit, wait a few seconds, and then reconnect it.
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Frozen Pipes & Prevention

Video: Thawing Frozen Pipes
1. Melt ice blockages quickly.
2. Maintain water 5 cm above element.
3. Run ~400 ml flow to restore.
Video: Freeze Prevention
1. Tips to avoid freezing.
2. Keep heater powered, auto-pump active.
3. Check regularly in winter.
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Update Gas Payment Method

Video: Portal One registration guide
1. Go to homepage → Portal One → New Registration.
2. Enter name, email, password; agree to Terms.
3.To complete registration, click the verification link in your email
4. Login, submit customer code & phone → get Authentication ID.
5. Click “Complete Registration.”


By registering with Portal One, you can:
・View your invoices online
・Update your payment method online
・Manage multiple invoices with a single login
・Receive notifications about ongoing campaigns and customer-appreciation events
・Compare your usage to the previous month intuitive graphs

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Multilingual Chat Support

We support 17 languages:

EnglishKoreanSimplified Chinese Traditional ChineseThaiRussian VietnameseBahasa IndonesiaUkrainian NepaliFrenchBangla SpanishMongolianBurmese PortugueseSinhala

Step 1

Click the 「Translate」 button
Click the chat icon at the bottom right to launch.

Step 2

Review the Page Information
Please take a moment to carefully review all information and videos provided on this page.
Once you have completed your review, kindly proceed to Step 3 and contact us via chat for further assistance.

Step 3

Use the Multilingual Chat
If you still require assistance, you may use our multilingual chat service.
Please enter your details (Email, Name, Address, etc.) and click “Send.”
A support representative not an automated system will respond in your preferred language.
Note: Required fields will be shown in red if left blank.
Please enter your information.
The display language may change based on your browser settings.

Step 4

Enter Your Inquiry In The Chat
Please enter your inquiry and click the send button.
Please be advised that response times may vary according to inquiry volume.


NOTICE:
【Translate chat support hours】9:00AM-6:00PM

Please confirm that you agree to the following:
your messages go to a real person, not a chatbot.

・The translation chat below uses machine translation.
・The translations may not always be accurate.
・Our company does not take any responsibility for the accuracy of the translations.
・Customer service is primarily provided in Japanese.
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