Japanese English

Frequently Asked Questions

Wi-Fi Rental

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 for free as long as you want!
Can I make or receive phone call with Wi-Fi router?
No. You can use Mobile Wifi only for data usage. But you can use Skype and other VoIPs as an alternative!
How long does the battery last?
Our mobile WiFi router has a battery life of around 4-8hours for continuous communication. You can extend the battery life by using the “automatic WiFi switching off system” mode. We also rent a mobile battery for free! You don’t have to worry about flat battery.
I’m a little bit worried about losing the mobile Wifi router…
We recommend taking our insurance for damage/loss (30 yen per day). With no insurance, the compensation charge will be 40.000 yen, but with insurance, it will be limited to 10,000 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 rental 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 rental wifi package include?
All the package will include mobile Wi-Fi router, AC adapter, USB cable, extra battery, instruction paper and pouch.
Can we extend the portable wifi rental period?
Yes, please contact our customer service (cs@japan-wireless.com). We will send you by email a payment request for the extension fee.
Can we use the mobile wifi router outside Japan?
We are sorry, but our Wi-Fi routers can only be used in Japan.
Can the mobile Wi-Fi router support iPhone, iPad and other smartphones and tablets made by overseas manufacturers?
Yes, our mobile Wi-Fi routers support all the devices as long as they have a WiFi feature.

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?
No. We sell only prepaid data sim card. But you can use Skype or other VoIPs 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. Please be aware that 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 stll 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. If you are in a hurry, you can also choose our express delivery service (500 yen).
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 us directly. You can also choose our express delivery service (500 yen).
I’m now using Mobile-Wifi and want to extend my rental period. Is it possible?
Yes. Please contact and tell us for how many days you want to extend. Then let us check if it is possible. We will send you a bill after that. The rates will be discounted as you rented straight days.

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 or Mastercard via Paypal
I want to rent for more than 5 months, do you have a special discounted rate?
Yes, please contact and ask us for a long-term rate. We will give you a good offer.
I want to cancel. How can I get a refund?
Please cancel via contact form as soon as possible. We will send a refund to your credit account via Paypal within 10 days.
Kindly be reminded JPY1,000- will be charged on you as Shipping Fee when your cancellation request was received after the shipment of your package.

Pickup

What time exactly can I get my ordered goods on pick-up date?
The goods will be delivered a day before your pick-up date so that you will be able to use them from anytime on your pick-up date.
I want to pick-up my Mobile-Wifi/SIM at the airport, how can I get it?
You can just go to the post office and show them your tracking number and passport. It should take less than a minute.
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. If you are arriving less than 2 hours before the closing time, we strongly 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 noon of the next day of the end of 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 avdance.
I want to know whether I can use Express Delivery service.
You should contact us now, and we will tell you if you can use these services as quickly as possible.
Are you sure that I can drop off my Mobile WiFi anywhere in Japan?
Yes, you can drop your Mobile WiFi in the post boxes anywhere 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.
Here is our office address,;
Japan Wireless Delivery Center,
DUPLEX Ginza Tower 701, 8-14-9 Ginza, Chuo-ku, Tokyo 104-0061 JAPAN
Where at the airport can can I drop-off my package?
Post boxes are available at each airport.
Please let us know from which airport are you going to leave Japan.
We will then send you a brief map.

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 again. You can also find below how to set it up. Just open the settings on your device and enter the information.
I got your Mobile WiFi, how to connect?
The instruction paper “How to connect” should have been provided with your Mobile WiFi device. Please check the package again. You can also find below how to set it up.

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, what can I do?
Please call or email us immediately. We will deliver a new package to another destination in exchange of a re-shipping fee of JPY 1,000. 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

Do you have service area information in English?
Sorry, this entry is only available in Japanese.
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!!

 

Unlimited data, Fast delivery