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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.
What's the Wi-Fi coverage area for a portable pocket WiFi?
Our rental models offer excellent coverage nationwide.However, please note that all rental WiFi coverage in Japan is based on "population coverage."For coverage details in your area, please check the service map 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, an AC adapter, a USB cable, an extra battery (Note: Extra batteries are not included for Okinawa deliveries due to airfreight restrictions), a user manual, a pouch, and a return envelope.
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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. -
What's the Wi-Fi coverage area for a portable pocket WiFi?
Our rental models offer excellent coverage nationwide.However, please note that all rental WiFi coverage in Japan is based on "population coverage."For coverage details in your area, please check the service map 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, an AC adapter, a USB cable, an extra battery (Note: Extra batteries are not included for Okinawa deliveries due to airfreight restrictions), a user manual, a pouch, and a return envelope. -
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, we provide a 3-month (One-time payment only), 6-month, and 1-year plan. Choose the "Long Term Plan (Premium WiFi)" when placing your order. -
Can I pay monthly for the Long term Plan?
Yes, monthly payments are available for the Long term Plan. However, the 3-month plan must be paid in a single payment. -
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?
If you choose a monthly payment, the billing date for the following month will be the same as your rental start date. For example, if the rental start date (pick-up date) is January 1st, the next billing date will be February 1st. -
Is it possible to cancel the portable WiFi long term plan before my contract expires?
Yes, it is possible to cancel your long-term plan before the end of your contract. However, an early termination fee will apply. The 3-month plan is an exception and can be canceled before the contract ends without an early termination fee. However, refunds cannot be issued even if you return it early.
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 ordering the 5G Premium Plan SIM card, which offers unlimited data with no throttling, allowing you to make uninterrupted calls. -
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. -
Will my phone or device be compatible with your prepaid SIM card?
Most SIM-free (unlocked) devices are compatible. However, we strongly recommend contacting us before purchasing to confirm compatibility. We do not accept refunds if the SIM card does not 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 can I check my data usage and remaining balance on my prepaid SIM card?
You can check how much data traffic you used by following steps.iPhone: Settings → Cellular → Bottom Scroll → "Roaming Data Usage"Android: Settings → Mobile Network → Mobile Data "Data Usage"Galaxy: Settings → Connection → Data usage → Bottom scroll → Daily usage -
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. -
Can I use my hotspot to share data with other devices?
If you order our Premium SIM card, you can use the hotspot feature to share data with other devices, provided your device supports this function. Hotspot functionality is not available on our Standard SIM (4G/LTE).
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 / Payment
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Do I need a PayPal account?
No, you can use VISA, AMEX, Mastercard, Apple Pay, or Google Pay. -
How much does a rental cost for XX days?
Please enter your details in our Order Form. The total price will be automatically displayed on the right side of your screen before checkout.
Pickup / Return
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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?
Please visit the designated counter or post office with your passport/ID and pick up your package. If you choose the post office option, a QR code is not required. -
Can I pick up my portable pocket WiFi/SIM at the airport if I arrive late at night?
It depends on the business hours of the post office or counter. If you arrive less than two hours before closing, we recommend selecting delivery to your accommodation. If you are staying at an Airbnb, please contact us, and we will assist you in choosing the best pickup location. -
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 the package and brought it back to my country. What should I do?
Please contact us immediately and return the package via EMS, FedEx, DHL, or another expedited shipping method to the address below:
Our office address: Japan Wireless Delivery Center (Put your order # : Axxxxxx), 6th floor, SW Shimbashi Building, 6-14-5 Shimbashi, Minato-ku, Tokyo 105-0004
A late return fee will apply. Please wait for our billing update before making the payment. -
Where is the return location at Kansai International Airport?
Postboxes are available at each airport.
Kansai International Airport postboxes location with the airport facility map and information on the link below.
KANSAI INT'L AIRPORT POSTBOXES -
Where is the return location at Haneda Airport?
Haneda Airport postboxes location with the airport facility map and information on the link below
HANEDA AIRPORT POSTBOXES -
Where is the return location at Narita Airport?
Postboxes are accessible at both Terminal 1 and Terminal 2 of Narita Airport.
*There is no postal collection at Terminal 3. Please use Terminal 2 or place your mail in the postbox on the second-floor departures lobby of Terminal 3.
NARITA AIRPORT POSTBOXES -
Where is the return location at Fukuoka Airport?
There are two postboxes located within Fukuoka Airport and two additional postboxes situated outside the airport.
*Both the domestic and international airports have a post box available.
FUKUOKA AIRPORT POSTBOXES -
Can I return package at the counter at the airport (JAL ABC, JTB , or Ninja WiFi)?
No. These counters only handle pickups for our services. Returning the package to them will result in an additional penalty fee. -
Can I return the package at my hotel?
No, hotel staff may mistakenly send it via cash-on-delivery, incurring additional charges. Therefore, hotel returns are not accepted. -
How do I change my pick-up time if my flight got delayed?
Your pickup time is only an estimate. As long as you arrive within the counter’s open hours, you can collect your package without issue.
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. -
How do I connect to the internet using my pocket WiFi?
Turn on the pocket WiFi device.
Select your unit’s SSID from the available WiFi networks.
Enter the Security Key as the password.
Both the SSID and Security Key can be found on the device label (either near the screen or on the back cover).
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. -
I forgot to return my pocket WiFi before passing the airport security gate. What should I do?
Unfortunately, there are no postal services available beyond security checkpoints. Please send the device back from your country using EMS, FedEx, DHL, or another expedited service to:
Our office address: Japan Wireless Delivery Center (Put your order # : Axxxxxx), 6th floor, SW Shimbashi Building, 6-14-5 Shimbashi, Minato-ku, Tokyo 105-0004 -
I lost my return envelope. How do I get a new one?
Please purchase a new return envelope or Letter Pack from:
A post office
A Lawson convenience store
Once purchased, please email us with the new tracking number.
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. -
Can I use the portable mobile WiFi router outside of Japan?
No, our portable pocket WiFi can only be used in Japan. -
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. -
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. -
Can I use my pocket WiFi while on a cruise ship around Japan?
Unfortunately, our WiFi coverage only extends over land in Japan. Connectivity may not be available while traveling at sea.
