FAQ

General service
General

What kind of service is provided by VISITOR SIM?

VISITOR SIM is a data communication service that is valid for 14 days.
No voice communication service.

To have voice service in Japan, customers are required to have an ID with a Japanese address to prevent criminal use of the mobile phone.

The network was really fast and was working fine in the beginning , but suddenly speed got really slow.

To maintain service quality for all users, JCI reserves the right to restrict the data transmission speed for customers who have used more than approximately 1000MB over three consecutive days.The speed restriction will be released the day after your total usage in 3 past days go below 1000MB. Charging will not release the speed restriction.

Where can I check my expiration date?

You can always check your service period days and your data usage by logging in to "Check your Service Status" page. To login, you'll need to enter your SIM card number, starting from 070, 080 or 090, and your email address which you used when you made your purchase.

What is "Service Start Date"?

Service Start Date is the date when your SIM card is ready for use.

The delivery date you select in the purchase form is your service start date. Meaning Service Start Date is the same date as the delivery date. You can choose your delivery date, in the purchase form.

IMPORTANT
Once you finalize an order you can not change the Service Start Date so please be careful. Regardless of whether you are able to use this product or not (including whether you have received delivery or not), the service will start on the Service Start Date.

Do I need to activate the SIM card before using the VISITOR SIM?

If you purchased from this web site, you do not need any activation, but you'll need to set the APN to your device. If you purchased from retail stores, you'll need to activate your SIM card after you set the APN to your device. Please check the "Steps after purchase" in the global menu on how to set the APN.

What is the APN setting?

The APN (Access Point Name) is a network path for all cellular data connectivity. By setting the APN, your device allows you to use VISITOR SIM.

What do I need to do after I inserted the SIM card?

Please click on the "Steps after purchase" in the global menu on how to set the APN.

Can I make VoIP calls?

Yes. It is possible.

What SIM cards size do you have?

We have standard, micro and nano size.

Is it possible to change the SIM size from standard to micro or nano, and vice versa once a purchase is completed?

No it is not possible.

Can I make phone calls?

VISITOR SIM is data communication only.
You cannot use it to make phone calls or receive and send SMS.

Can I add voice service to VISITOR SIM?

No you cannot add voice service to VISITOR SIM.

You can use voice and data communication with PAYG SIM.

Can I use the same SIM card with different devices?

As long as the device which you use is compatible to our SIM, you can interchange your devices using the same SIM.

Can I use SMS and MMS?

No you cannot use SMS and MMS.

Does the VISITOR SIM support international roaming?

No, international roaming is not supported.

May I use tethering hotspot feature?

The VISITOR SIM supports tethering, but please check that your device allows tethering.

Can it be used outside Japan?

No, it can NOT be used outside Japan.

Do we need to return the SIM card?

We would appreciate it if you can return the SIM card to the following address.
Japan Communications Inc. b-mobile Helpdesk, SIM Card Returns
Zip code:105-0001, 4-1-28 Toranomon Towers office, Toranomon, Minato-ku, Tokyo

There is no penalty or extra charge for not returning the SIM card.

What device can you use?

You can use devices which have the following 3 requirements.

1) Unlocked

2) Support one of the following frequency
LTE Band 1 (2100MHz), Band 19 (800MHz), Band 21 (1500MHz)

W-CDMA/HSDPA/HSUPA Band 1 (2100MHz), Band 19 (800MHz)

3) Your mobile phone carrier have contract with NTT docomo's roaming partner ( You'll jump to docomo's page. Click the PDF link and find your mobile phone carrier) Or have Japanese Technical Conformity Mark on your device.

Is it ok to sell the SIM card to someone else (3rd party)?

The VISITOR SIM should not be sold to a 3rd party.

Purchase
Purchase

Where can I purchase VISITOR SIM?

The VISITOR SIM is available through this website and retail stores. Please see the "Purchase" page for details.

What payment methods are available on this website?

Only credit card payment is accepted.
VISA, MasterCard, JCB, American Express, Diners Club.
We do not accept cash on delivery.

Is it possible to cancel my SIM card?

Once the order is completed, we will not provide refunds or cancel orders for any reason.

I wasn't able to use VISITOR SIM. Can you provide a refund?

Unfortunately once the order is completed, we will not provide refunds for any reason.

When I purchased from retail stores, What do I need to use the service?

You need your Passport information and email address. You will be required to complete the activation process (including the registration of your Passport information and your email address) through our designated webpage. The process should only take 5 minutes to complete.

How is the Activation process different between b-market VISITOR SIM and retail stores VISITOR SIM?

VISITOR SIM from b-market will arrive ready for use. Just insert the SIM card into your device and set the APN information. VISITOR SIM from retail stores requires the activation process. After you insert the SIM, you will complete your activation process in the activation page by using SIM network. It should only take 5 minutes to complete the process.

After purchase
After purchase

I haven't received the "Shipment Conformation" email.

The Shipment Conformation email will be sent to you on the evening (after 9pm Japan time) after your package has been shipped out.

Is it possible to change the address or delivery date after purchasing the SIM card?

As a general rule, we do not accept delivery date or address changes once a purchase has been made.

Delivery
Delivery

How can I check the status of my delivery?

Please access the following site and enter your Tracking Number which is included in the Shipment Confirmation email. The Shipment Conformation email will be sent to you on the evening (after 9pm Japan time) after your package has been shipped out.

YAMATO TRANSPORT CO., LTD. Package Tracking
Click here

Can you deliver on the holidays?

Yes we can.
Note: delivery to airport postal office is restricted to the hours/days the postal office is open.

What is the delivery fee?

There is no delivery fee to residences, hotels and offices.
However there is an extra charge of 200 yen(excluding tax) for delivery to airport postal offices.

Can you transfer my package?

As a general rule, we do not accept address changes once a purchase has been made.
If you have received a Shipment Confirmation from us and wish to have the Visitor SIM forwarded to another address, please contact the following to see if the courier will accommodate your request.

YAMATO TRANSPORT CO., LTD.
Click here

Can you make a delivery to my country?

No we can not.
Delivery is only possible within Japan.

Can I select a delivery date one month in advance?

No, designated delivery dates can be selected up to 11 days from the earliest available date of delivery.

I wasn't able to select the preferred delivery date.
Is there any way delivery can be made on short notice?

We cannot accept short order notice as we cannot assure delivery on the requested date.
Please try to place an order 4days in advance, prior to your arrival.

Airport pick-up
Airport pick-up

What do I need to pick up the VISITOR SIM at the airport?

Your passport and signature are required to pick up the VISITOR SIM.
Your purchase name and the name on your passport must match exactly or the post office will not release the package to you.

Where is the post office in the each Airport?

Please refer to the following link for information on the postal offices in each respective airport.
Click here

I couldn't pick up my package at the airport. Can you forward the package to the hotel I'm staying?

Unfortunately we cannot forward the package to a different address.
You will need to pick up the VISITOR SIM at the post office which you chose.
It will be kept there for 7 days from your designated delivery date.

I couldn't pick up my package at the airport, can I get refund?

We will not be providing a refund for any reason once the order is completed.

Can you send VISITOR SIM to a post office located in a place other than airport?

No, we only ship to a post office located in the designated airports.

Can you send VISITOR SIM to a post office located in an airport that is NOT selectable in the pull-down menu.

No, we cannot.

Is there any service fee to pick up VISITOR SIM at the airport?

Yes, there is a 200 yen (excluding tax) fee for Airport Pickup Service in addition to the price of the VISITOR SIM.

Can I pick up VISITOR SIM even if my flight is delayed?

Your package will remain at the post office located in the airport for 7 days after your designated delivery date. You can pick up the package within the specified time frame.

Can you tell us the airport postal offices business hours?

Please check this link for the airport postal office business hours.

Continuous use
Continuous use

How do I continue using the b-mobile VISITOR SIM past the expiration dateļ¼Ÿ

You can charge your SIM card up till 10days after the expiration date. Please see the "Charge" page for details.

How much is it to Charge?

It is 2,204yen (excluding tax) for 14 days.

What payment methods are availableļ¼Ÿ

Only credit card payment is accepted.
VISA, MasterCard, JCB, American Express, Diners Club.

I just want to charge for one day. Can I do that?

No you can not.

Is there a charge period for this product?

The charge period for this product is 10 days after the expiration date.

How long will it take to use the SIM card again after charging?

It should take no longer than 5 min.

I am coming back to Japan next month. Can I use the same SIM card?

If you are returning to Japan within the rechargeable period (10 days after the expiration dates), then you will be able to use your existing SIM card.
However, if you are returning past the rechargeable period, you will need to purchase a new SIM card.

I can't go to the "Charge" page.

Please make sure to access the "Charge" page with your VISITOR SIM inserted in your device and confirm that the WiFi or other network is turned off.

Can I charge outside of Japan?

No you can not.

Lost or broken
Lost or broken

I lost my SIM card. What should I do?

Please contact b-mobile helpdesk.
Our helpdesk operator can assist you by suspending your service so others cannot use it, as well as reactivating your service when you find your SIM card.

I lost my SIM card. Can you send me a new SIM card?

Unfortunately we cannot issue you a new SIM card.
You will need to purchase a new card.

I think my SIM card is broken. Can you send me another SIM card?

Please contact us by email or by phone and let us know your SIM phone number so that we may check the condition of your SIM. In our experience it is fairly rare that the SIM card is faulty and in most cases the problem lies in the set up of the SIM in the respective device.