Support

We can help you in Japanese and English.

Support Desk contact details

• Opening Hours: Weekdays 9:00 - 17:00 JST (Weekends/Holidays: closed)

Support Details

• Provides instructions and troubleshooting of rental devices.
• Handles line suspension/reactivation in case of loss/theft/damage.
• Arranges urgent delivery of replacement.

Troubleshooting

• When you have a problem with your device, please read the "troubleshooting" in user manual first.
  Most of troubles can be solved by consulting the manual.
  [Examples of frequent problems]
  　* The device or the accessories don't work as expected.
  　* Can't connect to the Wi-Fi network、can't connect to the internet.
  　* Can't find the Wi-Fi network.
  　* Can't make phone calls.
• No refund can be made even if you inform us of the trouble after the return.
• Please contact our support desk when you cannot fix the problem by yourself.
• Calling charge is at customer's expense.

We offer telephone interpretation and consultation services at your travel destination.
Consultation service is only for customers who applied for "Anshin-hosho Plus + Concierge Call Service (440 JPY/day/device)."

• Anshin-hosho Plus + Concierge Call

Service Details

When you take a taxi or buy something you like in stores, you may want a little interpretation. Even if you search for good shops on the Internet, you may also have to talk on the phone for reservation.
"Concierge Call Service" will help you with these needs. It can be your emergency contact during your stay. And as it is provided by our staff, you can receive quality service that automated interpret apps can't offer.

[Important Reminder]

• This is not a toll free call and the customer is responsible for the call charge.
• This service is to provide a quick, basic service, so we may not be able to fully satisfy your requests.
• We provide this service in Japanese, English.
• Information we can search for and provide is limited to the above languages.
• We are not able to guide and give directions for customers to reach their destination.
• We do not provide the services related to political, legal, business, or medical matters or in case that the service contents are against public order and morals.
• We assume no responsibility for any consequences resulting from the use of our language support services.

If you have a problem such as lost, stolen, and broken, we provide you a substitutional device and deliver to your stay (Hotel, office, etc.). *Handling fee 1,100 JPY/unit and shipping fee will be charged.

If you applied for insurance(Anshin-hosho), the handling fee will be free.

• Go to details

• After customer contacted our support desk and made sure of desired time for delivery and charge, we will arrange the shipment from our delivery spots to customer's stay. Please provide specific information of the destination to make sure the delivery can be received.
• Required days are estimation and weekends and holidays are not counted. It may also vary due to weather conditions of the destination.

Anshin-hosho

Entire price up to 40,000 yen covered

One in two customers uses this service plan. It delivers peace of mind even if your device is broken or lost while you use it. If your device is lost, it also covers charges for disabling the telephone number and device replacement, so you don't have to pay them.

Anshin-hosho, click here

Contacts of a sudden change of departure or inquiries about pick-up and return at the airports

Phone Number : +81-50-3204-4444
Business Hours: Weekdays 9:00 - 17:00 JST (Weekends/Holidays: closed)