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Can I make or receive phone calls using a portable pocket WiFi?
No, you can only use data with a portable 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 portable pocket WiFi router?
The battery life is approximately 4-8 hours of continuous use, but can be extended by using the "automatic WiFi switch off system" mode. A power bank is also provided with your portable pocket WiFi.
What happens if I lose the portable mobile WiFi router?
The Regular Plan covers 50% compensation of all portable pocket WiFi products. The Gold Plan covers 100% compensation of all products and the fee of re shipping is free.
(Only if customers missed their pick up time. *Note re shipping is limited to one time).
What's the Wi-Fi coverage area for a portable pocket WiFi?
Please check the service map for your area at https://www.softbank.jp or contact us at customer@japan-wireless.com.
Is an instruction manual included with the portable 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 pocket WiFi package?
The package includes a portable mobile WiFi router, AC adapter, USB cable, extra battery (*Note extra batteries are not included for Okinawa deliveries due to airfreight restrictions), instruction paper, and pouch.
Can I use the portable mobile WiFi router outside of Japan?
No, our portable pocket WiFi can only be used in Japan.
Does the portable mobile WiFi support smartphones and tablets made by overseas manufacturers?
Yes, our portable 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 portable pocket WiFi?
No, you can only use data with a portable 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 portable pocket WiFi router?
The battery life is approximately 4-8 hours of continuous use, but can be extended by using the "automatic WiFi switch off system" mode. A power bank is also provided with your portable pocket WiFi. -
What happens if I lose the portable mobile WiFi router?
The Regular Plan covers 50% compensation of all portable pocket WiFi products. The Gold Plan covers 100% compensation of all products and the fee of re shipping is free.
(Only if customers missed their pick up time. *Note re shipping is limited to one time). -
What's the Wi-Fi coverage area for a portable pocket WiFi?
Please check the service map for your area at https://www.softbank.jp or contact us at customer@japan-wireless.com. -
Is an instruction manual included with the portable 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 pocket WiFi package?
The package includes a portable mobile WiFi router, AC adapter, USB cable, extra battery (*Note extra batteries are not included for Okinawa deliveries due to airfreight restrictions), instruction paper, and pouch. -
Can I use the portable mobile WiFi router outside of Japan?
No, our portable pocket WiFi can only be used in Japan. -
Does the portable mobile WiFi support smartphones and tablets made by overseas manufacturers?
Yes, our portable mobile WiFi supports all devices that have a WiFi feature.
Long Term Plan
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Is there a long-term plan available for the portable pocket WiFi in Japan?
Yes, the Long term Plan is available for 6 months, 1 year, and 2 years. Choose the "Long Plan (Premium portable Wi-Fi)" when ordering. -
Can I pay on a monthly basis for the Long term Plan?
Yes, monthly payments are available for the Long term Plan. -
Can I pay by cash or convenience store?
No, payment is only accepted by credit or debit card for the Long term Plan. -
When will I 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 portable WiFi long term plan before my contract expires?
Yes it is possible, but there is an 11,000 yen (tax included) early termination fee if you cancel before the end of the contract.
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 using the portable pocket WiFi device which has unlimited data allowing you to talk on the phone for a prolonged period of time. -
Can I make or receive phone calls 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 the compatibility before purchasing. We do not accept refunds if the SIM card doesn't work with your device. -
Do I need to activate or do something before using the Prepaid SIM card?
No activation is needed from your end. Pre-activated SIM cards will be sent to you, just check APN settings using the instruction manual provided. -
How do I tell how much data have I used and how much data I have left in my prepaid SIM card?
You can check how much data traffic you used by downloading dedicated apps beforehand. -
Is there an eSIM service?
We also recommend visiting our eSIM page, which allows you to connect to the internet without needing a physical SIM card.
Order
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Can I order same-day pickup?
Yes same day pickup is possible, contact us and 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 the pickup date. If that is not possible, please contact customer service.
Price / Make Payment
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Do I get a refund for unused days?
Yes, if you return the portable 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 SIM card or Portable pocket WiFi?
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 do I pick up my portable pocket WiFi/SIM card at the airport?
Simply go to the post office or counter with your tracking number and passport/ID. -
Can I get my portable pocket WiFi/SIM at the airport if I land 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 portable pocket 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 portable 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 portable pocket 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 the 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 up the APN on my device?
The instruction paper, "How to set up APN," should have been provided to you 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 portable pocket WiFi device. Please check the package once again. <br> Your portable pocket WiFi unit only needs to be powered on to start accessing the internet. Select your unit's SSID from the WiFi list and enter your Security key as your password.<br> *Note 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 portable pocket 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 portable pocket Mobile WiFi & SIM card 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 arrangement 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 portable pocket WiFi or SIM card will be shipped to you.
Others
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Will I still be able to access the internet using your portable pocket WiFi?
Yes, you can access the Internet from the top of Mt. Fuji with our portable pocket WiFi. -
Does your Store have any coupons or promotions?
Yes, we offer promotions during different seasons. You can also find our coupons on various websites such as Wethrift.
