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Can I make or receive phone calls using a pocket WiFi?
No, you can only use data with a pocket WiFi. However, you can use video messaging apps like Messenger, Skype, or Google Hangouts as alternatives.
How long does the battery last on a pocket WiFi router?
The battery life is approximately 4-8 hours of continuous use, but can be extended by using the "automatic WiFi switching off system" mode. A power bank is also provided with your order.
What happens if I lose the mobile WiFi router?
The Regular Plan covers 50% compensation of all products. The Premium Plan covers 100% compensation of all products and reshipping fee is free (only if customers missed to pick up their package and limited to one time).
What's the Wi-Fi coverage area for a pocket WiFi?
Please check the service map for your destination onhttps://www.softbank.jp or contact us.
Is an instruction manual included with the pocket WiFi package?
Yes, an instruction manual on connecting to the Internet and troubleshooting is included. If you need assistance, please contact our customer service (cs@japan-wireless.com).
What's included in the portable WiFi package?
The package includes a mobile WiFi router, AC adapter, USB cable, extra battery (not included for Okinawa deliveries due to airfreight restrictions), instruction paper, and pouch.
Can I use the mobile WiFi router outside of Japan?
No, our pocket WiFi can only be used in Japan.
Does the mobile WiFi support smartphones and tablets made by overseas manufacturers?
Yes, our mobile WiFi supports all devices that have a WiFi feature.
Search by Topics
Pocket WiFi Rental
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Can I make or receive phone calls using a pocket WiFi?
No, you can only use data with a pocket WiFi. However, you can use video messaging apps like Messenger, Skype, or Google Hangouts as alternatives. -
How long does the battery last on a pocket WiFi router?
The battery life is approximately 4-8 hours of continuous use, but can be extended by using the "automatic WiFi switching off system" mode. A power bank is also provided with your order. -
What happens if I lose the mobile WiFi router?
The Regular Plan covers 50% compensation of all products. The Premium Plan covers 100% compensation of all products and reshipping fee is free (only if customers missed to pick up their package and limited to one time). -
What's the Wi-Fi coverage area for a pocket WiFi?
Please check the service map for your destination onhttps://www.softbank.jp or contact us. -
Is an instruction manual included with the pocket WiFi package?
Yes, an instruction manual on connecting to the Internet and troubleshooting is included. If you need assistance, please contact our customer service (cs@japan-wireless.com). -
What's included in the portable WiFi package?
The package includes a mobile WiFi router, AC adapter, USB cable, extra battery (not included for Okinawa deliveries due to airfreight restrictions), instruction paper, and pouch. -
Can I use the mobile WiFi router outside of Japan?
No, our pocket WiFi can only be used in Japan. -
Does the mobile WiFi support smartphones and tablets made by overseas manufacturers?
Yes, our mobile WiFi supports all devices that have a WiFi feature.
Super Long Plan
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Is there a long-term plan available for pocket WiFi in Japan?
Yes, the Super Long Plan is available for 6 months, 1 year, and 2 years. Choose the "Super Long Plan (Premium Wi-Fi)" when ordering. -
Can I pay on a monthly basis for the Super Long Plan?
Yes, monthly payments are available for the Super Long Plan. -
Can I pay by cash or convenience store?
No, payment is only accepted by credit or debit card for the Super Long Plan. -
When will be charged the following month?
The billing date for the following month will be the same date as your rental date. -
Is it possible to cancel the plan during the contract term?
Yes, but there is a 11,000 yen (tax included) early termination fee if you cancel before the agreed date.
Prepaid SIM Card
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Can I use Skype, LINE, Kakao talk, Viber or other VoIPs with a prepaid sim card in Japan?
Yes, you can. We recommend you to use a pocket wifi device with unlimited data if you plan to talk long. -
Can I make or receive phone call with prepaid SIMs?
No, our prepaid SIM card only provides data service. You can use video messaging apps as an alternative. -
Does every cell phone/device accept your prepaid SIM card?
Most do as long as it's SIM-free. Please check compatibility before purchase. We don't accept cancellation if the SIM card doesn't work with your device. -
Do I need to activate or do something to use a Prepaid SIM card?
No activation needed. Pre-activated SIMs will be sent, just check APN settings using the instruction manual provided. -
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
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Can I order same-day pickup?
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 early should I order?
We ask for at least 3 days prior to pickup date. If less, contact customer service.
Price / Make Payment
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Do I get a refund for unused days?
Yes, if you return the pocket wifi before designated date, we will refund the remaining days. -
Do I need a PayPal account?
No, you can use VISA, AMEX, Mastercard, Apple Pay, or Google Pay. -
How do I cancel and 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
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When can I pick up my package?
Packages arrive 1 day prior to your designated location with 3 days of advanced order. Exact time is difficult to promise as shipping is outsourced to shipping companies. -
How to pick up Mobile WiFi/SIM card at the airport?
Simply go to post office or counter with your tracking number and passport/ID. -
Can I get my Mobile WiFi/SIM at the airport late at night?
It depends on the business hours of the post office or counter. If arriving less than 2 hours before closing, it's recommended to get it at your place of stay. -
When should I return my Mobile-Wifi?
Drop in any post box in Japan by 3:00 pm the next day after the end of the rental period. Late returns will be charged. -
Is it possible to pick up the pocket wifi in one airport and drop it off in another airport?
Yes, it is possible. There is no problem mailing your return package from anywhere in Japan using a postbox. It does not need to be in the same area you picked up. -
Can I return my Mobile WiFi anywhere in Japan?
Yes, at any post box in Japan. If you forget to return it and have it in your country, please contact us immediately and send it via ESM, Fedex, DHL. You will be charged for the delayed period. -
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
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I got your Prepaid SIM. How do I 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 again. To set the APN, simply open the settings on your device and enter the required information. -
I got your Mobile WiFi, how do I get connected?
The instruction paper“Let's get connected”should have been provided with your Mobile WiFi device. Please check the package once again. <br> 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.<br> *SSID and Security are shown on the label by your router screen.
Troubleshoot
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Having trouble connecting to the internet or unable to charge? Solve problems fast with our easy-to-follow videos below.
Troubleshoot for device NA01
Troubleshoot for device FS030W
Troubleshoot for device A101ZT
Troubleshoot for device 802ZT
Troubleshoot for device 601HW
Troubleshoot for device 501HW
Emergency
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My Mobile WiFi has been lost or stolen, what should I do?
Please contact us immediately, and we will provide you with the procedure for obtaining a replacement. -
I couldn't pick up 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
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Will I still be online while climbing Mt. Fuji with your Mobile WiFi?
Yes, you can access the Internet from the top of Mt. Fuji with our Wi-Fi router.
