Pocket WiFi Rental, SIM Sales in Japan

FAQ

Pocket WiFi Rental

Can I make or receive phone call with a pocket WiFi?

You can use data with a Mobile Wifi. However, you can use video messaging app such as Messenger, Skype or Google Hangout as an alternative.

How long does the battery last?

Our pocket WiFi router has a battery life of around 4-8 hours for continuous use. You can extend it by using the “automatic WiFi switching off system” mode. With your order, we also provide a power bank for free!

What happen if I lose the mobile WiFi router?

If you are worried about losing the pocket WiFi router, we recommend that you take our insurance for damage/loss (88 yen / per day). With it, the compensation charge will be limited to 11,000 yen. Without, it will be 44,000 yen.

What’s the Wi-Fi coverage area?

Please check here or contact us with your destination. We will check the area service map.
https://www.softbank.jp

Do we receive an instruction manual with the pocket WiFi package?

Yes, we include an instruction manual on how to connect to the Internet and how to solve malfunctions. If you have any troubles, please contact our customer service (cs@japan-wireless.com).

What does the portable WiFi package include?

Our package include: mobile Wi-Fi router, AC adapter, USB cable, extra battery, instruction paper and pouch.
*Please note that due to lithium battery products airfreight being banned, ALL ORDERS with OKINAWA
pick-up location will NOT HAVE THE FREE EXTRA BATTERY in the rental set.

Can we extend the portable wifi rental period?

Yes, it is possible.
You will automatically receive a return notification e-mail 2 - 3 days before the current rental-end date.
Please put the extension term into the extension form to be attached to the e-mail.

Can we use the mobile WiFi router outside Japan?

We are sorry, but our pocket WiFi can only be used in Japan.

Does your mobile WiFi support smartphones and tables made by overseas manufacturers?

Yes, our mobile WiFi support all the devices that has a WiFi feature.

Super Long Plan

I've recently moved to Japan and interested in purchasing pocket wifi on a long-term basis. Do you have a long-term plan available?

Yes, the long-term plan is available for 6 months, One year, and Two. Please choose "Super Long Plan (Premium Wi-Fi)" when you order.

Can I pay monthly basis?

Yes, it's available paying by a monthly basis for a Super Long Plan.

Can I pay by cash or convenience store?

Unfortunately, the payment method is only available by credit card or debit card for a Super Long Plan.

When will be charged the following month?

The following month's billing date will be the same date you rent.

Is it possible to cancel the plan during the contract term?

Yes, but if cancel in the middle of the month there will be no refund of the remaining day's fee.
If you would like to cancel the plan, please contact us by e-mail at least 1 week before the next billing date.

Prepaid SIM Card

Can I use Skype, LINE, Kakao talk, Viber or other VoIPs with a prepaid sim card in Japan?

Yes, you can. You can talk with your friends, family in your country through Skype or other VoIPs. However, if you intend to talk long, we recommend you to rent a pocket wifi device, which comes with daily unlimited data plan.

Can I make or receive phone call with prepaid SIMs?

We sell only prepaid data SIM card. However, you can use video messaging app such as Messenger, Skype or Google Hangout as an alternative.

Does every cell phone/device accepts your prepaid SIM card?

Almost yes, as long as your device is SIM-free. Please check the compatibility beforehand. In the case your phone didn’t accept our SIMs, we do not accept cancelation requests.

Do I need to activate or do something to use a Prepaid SIMs?

No, you don’t need to activate it. Pre-activated SIMs will be sent to you. You only need to check the APN settings of the device with which you intend to use it. An APN set up instruction manual will be provided with the prepaid SIM card.

I’m using prepaid SIMs, and how can I know how much I used (how much I still have)?

You can check how much data traffic you used by downloading dedicated apps beforehand.

Order

I don’t have enough time to follow the regular ordering process. Is there any other way?

Yes, please contact us ASAP. We will do our best to assist you.
*Please note that it takes 2 - 3 days to deliver the package to Kyushu, Okinawa, and Hokkaido.

How many days should I order prior to the pick-up date?

We ask our customers to submit their orders at least 3 days before their wished pick-up date.
If your pick-up date is in less than 3 days, please contact our customer service directly (cs@japan-wireless.com).

Price / Make Payment

I have to leave earlier than I planed, do I get any refund for the days I don’t use?

Yes, we accept returns before the designated date. We will then refund the remaining days.

Do I need to have a Paypal account?

No, you don’t need to have a Paypal account to make a payment. You can just pay with your VISA, AMEX, Mastercard, Apple Pay, or Google Pay.

I want to cancel. How can I get a refund?

Please cancel via the contact form as soon as possible. We will send a refund to your credit account via Paypal or Stripe (Payment gateway) within 10 days.
Kindly be reminded JPY1,100- will be charged to you as a Shipping/Retrieving Fee when your cancellation request was received after the shipment of your package.

Pickup

At what time exactly can I pick up my package?

Generally, with your advanced order at least with 3 days, your delivery package should arrive 1 day prior to your specified location.
We are afraid that it is difficult to promise the exact time since we outsource our shipping part to shipping companies.

I want to pick-up my Mobile WiFi/SIM card at the airport, how can I get it?

Simply go to the post office or counter and show them your tracking number with your passport/ID to call for your package.

My flight will arrive at night, is it possible to get my Mobile WiFi/SIM at the airport?

You should check the business hours of the post office or counter. If you are arriving less than 2 hours before the closing time, we highly recommend you to get your Mobile WiFi or Prepaid SIM at the place where you will stay.

By when do I have to return my Mobile-Wifi?

You have to drop your Mobile WiFi router in the post box, by 3:00 pm of the next day of the end of the rental period. If you are late to return, you will be charged. Please make sure that you can drop it by the time, or extend your rental date in advance.

Are you sure that I can drop off my Mobile WiFi anywhere in Japan?

Yes, you can drop your Mobile WiFi in any post box in Japan.

I forgot to return my rental unit, and I have it here in my country. What can I do?

Please contact us immediately, and send it to address below by ESM, Fedex, DHL or faster methods. We are sorry but we will have to charge you for the delayed period. Please wait for the new bill and make the payment.
Our office address: Japan Wireless Delivery Center (Put your order # : Axxxxxx), 4th floor, SW Shimbashi Building, 6-14-5 Shimbashi, Minato-ku, Tokyo 105-0004

Where at the airport can I drop-off my package?

Postboxes are available at each airport.
For return-mailing from your departing airport postbox, please check the location maps are as below.
Airport postbox locations

Setting

I got your Prepaid SIM. How to set the APN on my device?

The instruction paper “How to set APN” should have been provided with your prepaid SIM. Please check the package once again.
Just open the settings on your device and enter the information.

I got your Mobile WiFi, how to connect?

The instruction paper“Let's get connected”should have been provided with your Mobile WiFi device. Please check the package once again.
Your router unit only needs to be powered on to start using. Select your unit's SSID from the WiFi list and enter your Security key as your password.
*SSID and Security are shown on the label by your router screen.

Emergency

My Mobile WiFi is lost or stolen, what should I do?

Please let us know immediately. We will then let you know the procedure to send a replacement.

I couldn’t get my Mobile WiFi & SIM at the airport during business hours, what can I do?

Call or email us immediately. We will deliver a new package to another destination in exchange for an arranging fee of JPY 1,100. Please let us know your hotel or accommodation address within 3 days. After confirming your accommodation information and receipt of payment, a new package will be shipped.

Others

I’m going to climb Mt-Fuji, will I still be on line with your Mobile-Wifi?

Yes, you can access the Internet with our Wi-Fi router, even though you are the top of Mt Fuji!!

Super Long Term Plan
is also available