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Frequently Asked Questions

Here are some of the questions that we are most frequently asked by customers. Please check this page before making any inquiries.

When is the deadline for ordering?

Please order up to 4 days prior to your desired pick-up date (Japan Time).
Depending on our stock of mobile Wi-Fi hotspots it may not be possible to fulfill all orders.
It is therefore recommended that you place your order as soon as your travel plans are confirmed.

I have a smartphone that I purchase outside of Japan. Will I be able to use a Japan Wi-Fi hotspot?

Yes! Not only smartphones, but any Wi-Fi capable device can be supported by our Japan Wi-Fi hotspot.
We advise you to use VoIP (skype, etc.) if you need to make a phone call.
International roaming fees will incur otherwise.

Can I pick-up and return the mobile Wi-Fi hotspot at different airports?

Yes, not a problem at all.
Please make sure to pick-up and return at the convenient Xcom Global kiosks reference on our maps.

Are there any data charges?

No, Japan Wi-Fi offers a flat rate rental service.
No additional data charges will be incurred, regardless of your usage.

Do I need a contract with the service provider?

No.
You will be able to connect to the internet just with the JAPAN WiFi rental.

Are there any things to be careful about the amount of data to use?

From the perspective ofmaintenance of network quality and fair use of the service, restrictions may be placed on the communications of users who perform large volumes of data transmission in a short period of time.
Please refrain as far as possible from such activities as watching videos, video chatting, downloading or uploading (sending or receiving) large flies and playing online games.
*It may decelerate or stop communication if the communication volume of 1 day becomes 500MB or more.
*If such restrictions do come into effect then we will bear no responsibility, and you shall still pay all charges for use.

How do I change or cancel an order?

If you need to make a change to your existing order or cancel it altogether, please contact us from cancellation form as indicated below.
* Cancellations after the mobile Wi-Fi hotspot has been prepared will incur a cancellation charge of ¥2,100 (tax free). If you wish to make a cancellation please make contact at least 4 days prior to the scheduled date of collection.
*If you wish to change the details of an application, we apologize for the inconvenience but please do so by cancelling your original application and making a new one.

Cancellation Form

My time in Japan has been extended. What should I do?

Please contact us or stop by one onf our kiosks prior to the end of the rental period.
We will revise your information and charge accordingly upon return of the hotspot.

I forgot to return the mobile Wi-Fi hotspot at the airport on my way home. What should I do?

Please return by delivery service.
Also, please kindly note that customer’s returning day will be the same as device returning day.
Customers will be billed delivery fee. We appreciate your understanding .

Returns should be mailed to the following address.
XCom Global Co., Ltd.
Tokyo Tatemono Higashi Shibuya Buld. 8F, 1-26-20 Shibuya-ku Higashi, Tokyo, 150-0011, JAPAN
TEL: +81-3-5766-2721 (Japanese Language Only)
Lines Open (Japan Time) 10:00 - 19:00