Frequently Asked Questions

Please refer to the User's Manual enclosed in the SIM package.

We will accept cancellation of your application only if we are able to confirm the declaration before shipping the product. If you cancel after the product has been shipped, you will be charged 100% of the order amount. For more information, check out Article 10 (Cancellation of application) in our Terms of Use.

Yes, every international airport has a couple of post boxes for mailing purposes. But, remember, these are all located prior to the security checkpoint. For their exact locations, just ask at the airport's information counter. They'll be able to guide you to the nearest one.

Our prepaid SIM is for data only. Like many visitor SIMs in Japan, it does not facilitate traditional voice calls or SMS. However, you can use VoIP applications like Skype, WhatsApp, LINE, etc. to make calls over the data network.

Absolutely. Our payment processor, Stripe, will automatically email you a receipt once your order is processed successfully.

Absolutely. We facilitate credit card payments through Stripe, a secure payment processing service. We accept all major credit and debit cards, including but not limited to VISA, MasterCard, and AMEX.

Yes, you can pick up your order at select post offices across Japan. On our checkout page, simply choose "Post Office" from the pickup location list and select your preferred branch. As a helpful tip, Google Maps works offline if you download the area beforehand: How to keep using Google Maps even when your phone is offline This feature might be useful to navigate yourself from the airport to a specific post office.

No, you cannot. Our Pocket WiFi devices and SIM cards operate on Japan's local telecom networks and are not designed to work outside of Japan.

Yes, tethering is supported. However, please note that we do not guarantee its operation, as performance may vary or fail to connect depending on your device, OS, or settings.

No, you don't have to. We provide a prepaid return package as part of your rental set. All you need to do is place all the rented items into this prepaid package and deposit it in any post box on your final rental day. It's as simple as that.

No, you don't. Our Pocket WiFi comes with a SIM card pre-installed, so you don't need to buy anything extra. Everything you need is included with the unit.

Unfortunately, we don't offer a cash on delivery payment method.

Regrettably, we don't have any physical retail locations or kiosks/booths. Our operations are solely online.

Unfortunately, we do not currently provide overseas shipping for our orders.

Unfortunately, our mobile internet products don't work at sea. They rely on land-based cellular networks for coverage.

Our Pocket WiFi device can be charged using the included AC adapter and USB cable, which are provided in the package for your convenience.

You can easily check your data usage directly on the device's screen by navigating to Home Screen > Data Usage (データ通信量). Note: ・The display interface is in Japanese, but it is designed to be intuitive and easy to understand. ・The details displayed may vary depending on the device model (e.g., displaying only today's usage or showing a daily breakdown).

When you check into your hotel, just ask the front desk for your package. In some cases, the hotel staff may have already placed it in your room. If there's any confusion, you can provide them with the tracking information we sent you in our shipping confirmation email. As a helpful tip, Google Maps works offline if you download the area beforehand: How to keep using Google Maps even when your phone is offline This feature might be useful to navigate yourself from the airport to your hotel.

Connecting to our Pocket WiFi is a breeze, just like linking up with any other WiFi network. Here's how to go about it: 1. Turn on the Pocket WiFi 2. On your phone or laptop, search for the WiFi network (SSID) 3. Enter the Password Done! You'll find the SSID and Password displayed on the device screen.

The remaining communication capacity cannot be checked by the customer, Please send us an email with the 19-digit number starting with 8 (no spaces) printed on the SIM card.

Products will be delivered by courier service. If you are not at home, you will need to arrange for redelivery. Please make arrangements for redelivery from the absence slip posted in your mailbox. To ensure a smooth delivery, please make sure to provide us with the correct residential address and the full name of the property owner.

Pocket WiFi

Our Pocket WiFi models offer robust coverage across Japan, reaching 99% of the population through the SoftBank network. This means you'll typically have reliable connectivity anywhere you travel within the country. Do bear in mind, though, that in exceptionally remote areas with sparse populations, coverage might be limited. You can check the coverage map here, though please note it's only available in Japanese: SoftBank Coverage Map

Japan Prepaid SIM

Our SIM card utilizes the NTT Docomo network, the most trusted and extensive network in Japan covering over 99% of the country's population. It provides coverage in all cities, towns, villages, and even extends into many rural areas. For network coverage, our SIM card stands out as one of the best mobile data products available.

With the additional portable battery we supply, you should have enough power to get through an entire day. But, bear in mind, our Pocket WiFi devices are rented out to multiple users, so battery performance can vary. If you notice that the battery life is much shorter than expected, don't hesitate to inform us and we'll provide a replacement. Lastly, it's important to keep in mind that battery life is directly linked to data consumption. The more data you use, the shorter the battery lasts.

To ensure the most flexible pickup options for your order, we recommend placing your order at least 3 days ahead of your desired pickup date. This is crucial as late orders might face some limitations on pickup locations. However, our motto is - the earlier, the better! Early ordering is advantageous, especially during peak seasons like the Sakura season when the demand often surpasses our stock.

Every plan comes with a different data allowance, varying from 20GB up to unlimited. You can find this information on each product page by locating the "Data Allowance" section under the "Specifications" category. Please be aware that the specified data allotment applies to the entire rental duration, unless the rental period exceeds one month. It does not reset daily.

Please take immediate action to send the items back to us using an express international courier service. Please find our office address below: Our Office Address: > MOBILE PLANNING Co., Ltd. > > > 5F Metro City Tsukiji Shintomicho, 2-3-4 Tsukiji, Chuo-ku, Tokyo,104-0045, JAPAN > - Once it's shipped, please provide us with the tracking number. Please note, there will be a late fee applied, which will be calculated based on your original rental rate, until we receive the items back. Furthermore, should any customs duties be imposed on the return, they will be added to the late fee for you to cover.

Don't worry. You can visit a nearby post office and buy a prepaid package named 'LetterPack'+ to return the rental items. Please use the address below for it to reach us. Our Office Address: > MOBILE PLANNING Co., Ltd. > > > 5F Metro City Tsukiji Shintomicho, 2-3-4 Tsukiji, Chuo-ku, Tokyo,104-0045, JAPAN >

Typically, we can deliver an order within 2 to 3 days, provided that the item is in stock. To check availability and see the earliest pick-up date, simply visit our website and navigate to the product you're interested in. The available dates will be displayed on the calendar for you to choose.

Unfortunately, we do not offer refunds for early returns, as stated in Article 15 of our Terms of Use. When you make a reservation, the device is set aside exclusively for your requested period, making it difficult to re-rent on short notice. We appreciate your understanding.

Yes, it is possible to extend it as long as our inventory allows it. To proceed with the extension, simply send us an email at info@econnectjapan.com and include the following details: - Your Oder Number (ECJXXXXXXXXX) - The number of days you'd like to extend

Yes, we can deliver to an Airbnb, provided the owner of the property permits it. We would need the complete and correct address, as well as the registered name of the property owner for the delivery to be successful. Due to previous delivery issues with Airbnb locations, we suggest that, if possible, you consider the option of collecting your order from a nearby post office as a more reliable alternative.

First, the airport post office will hold your package for up to a week, in case you're able to swing back and pick it up. Alternatively, we can forward your order to a different address if that's more convenient for you. Do keep in mind that this would take an additional 1-2 days for delivery, depending on the location, and an extra shipping fee would apply. If you'd like us to forward your order, please send us an email (at info@econnectjapan.com) providing your order number and the new delivery address.

Firstly, check the delivery status using the tracking link we provided in the shipment confirmation email. If the status says 'delivered', the package has been successfully delivered to your hotel. In that case, kindly present the tracking number to the hotel staff and request them to thoroughly check all possible locations, including their mailboxes. It's crucial to show them both the tracking number and the tracking webpage as proof of final delivery.

If your device is offline and cannot connect to the internet, please try the following troubleshooting steps: 1.Restart the device: Turn off the Pocket WiFi, wait a few seconds, and turn it back on. 2.Reinstall the battery pack: Turn off the device, remove the back cover, and take out the battery pack. Wait a few seconds, reinsert the battery, reattach the cover, and turn the power back on. (Tip: Look for a small notch on one of the corners to easily remove the back cover.) 3.Re-insert the SIM card: Turn off the device and remove the SIM card. Ensure the gold chip area is clean, then firmly re-insert it. (Note: The location and mechanism vary by model. The SIM card may be located underneath the battery pack, inside a slide-to-open slot, or accessible from the side using a SIM pin/pointed object.) 4.Reset the device: With the power turned ON, remove the back cover and press and hold the small reset button next to the battery area for at least 5 seconds. The device will automatically restart. (Note: Resetting the device will set the data usage counter on the screen back to "0".) If these steps do not resolve the issue, please reach out to us at info@econnectjapan.com.

First, we want you to check if the problem lies with the USB cable or AC adapter. Please try using them separately and see if they are working fine. If they're functioning properly but your Pocket WiFi still isn't charging, turn off your Pocket WiFi, gently remove the back lid from the right bottom corner, and take out the battery pack. Then, put the battery and the back lid back on. If the issue persists after trying this, please reach out to us at info@econnectjapan.com describing the issue and things you've already tried.

Here are some potential solutions based on our experience: - Ensure that the APN settings are entered correctly. - Switch Airplane mode on and then off again, or reboot your device. - Disable the 4G / LTE mode or set the 'Preferred network type' to 3G (WCDMA) only. - Try manually selecting NTT Docomo as network. If none of these suggestions help, please email us at info@econnectjapan.com. Include a screenshot of your APN settings and tell us the model of your device so we can better assist you.

First, make sure your iPhone is unlocked. You can do this by going to Settings > General > About. If you see "No SIM restrictions" message under Carrier Lock, your iPhone is unlocked. Then, let's go through some steps that might solve the issue: - Verify that the Configuration Profile is installed correctly. You can check this at Settings > General > VPN & Device Management. - Try toggling Airplane mode on and off, or restart your iPhone. - As a last resort, reset your network settings (Settings > General > Reset > Reset Network Settings). Please be aware that this will erase all saved WiFi access information, so only do this if necessary. If none of these steps work, please send us an email at info@econnectjapan.com with a screenshot of your APN settings and your iPhone model. This will help us understand the problem better and assist you more efficiently.

Tax

Japan's consumption tax (similar to VAT) rate is currently 10%.

Shipping Fee

For SIM card purchases, we provide free shipping. For Pocket WiFi rentals, there's a shipping fee of 720 yen plus tax for every two units. This fee covers both delivery and return, as we include a prepaid return package for each unit ordered.

If you happen to lose the Pocket WiFi device or it gets stolen, we would need to impose a penalty fee as outlined in our Terms of Use (Article 18, Management of communication equipment, etc.). It's advisable to report any loss to the local authorities. Also, it might be a good idea to check if your credit card's travel insurance might cover such events.

If you use up your total data allotment, the network operator may impose speed restrictions. The specifics of these restrictions aren't disclosed by the operator, but typically, the speed will drop to around 1Mbps. However, it's important to note that your internet connection won't be completely cut off. You'll still be connected, just at a lot slower speed.

eConnect Japan SIM typically offers speeds ranging from 5Mbps to 12Mbps. However, please note that actual speeds can fluctuate based on network congestion and the time of day.

It's pretty straightforward. We utilize the airport's Post Office as the pick-up location. Once you land, simply head over to the Post Office and present your passport along with the tracking number we provided in our shipping confirmation email. For the post office location and its opening hours information, please check the pickup & return page.

Returning your Pocket WiFi rental set is simple and easy. Just place all the rental items into the prepaid return envelope we provide, and drop it into any post box in Japan by midnight on your return date. If you prefer, you can also return it in person at any post office. As the envelope is prepaid, you won't incur any additional costs when returning it. Plus, there's no need to concern yourself with the delivery time to us. RELATED ARTICLES: Can I find a post box or post office in the airport?

Typically, we ensure your order is dispatched so that it arrives one or two days before your chosen pick-up date. This way, we can safeguard against any unexpected delays due to logistic hitches or adverse weather conditions. Rest assured, your order should be ready for collection at your specified location by the time of your arrival. You will receive a shipping confirmation email with tracking information once your order is dispatched.