STORE &
PURCHASE

FAQ

modified at Jul. 31, 2019.

General service
General
Purchase
Purchase
After purchase
After purchase
Delivery
Delivery
Airport pick-up
Airport pick-up
Continuous use
Continuous use
Lost or broken
Lost or broken

General service
General

What kind of service is provided by VISITOR SIM?

VISITOR SIM is a data communication service. There are two types of services. One is 5GB for 10 days and the other is 7GB for 21 days. You can use the service until the data reaches to 0GB or remain days has passed.
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).

What if I used up all the data?

The service will stop. If you want to continue to use the internet, you can charge 1GB (1day/ 500 yen (tax included)) from "Online Charge" page.

Where can I check my expiration date?

You may check your service period and remaining data from the "Online Charge" page. (turn OFF the Wi-Fi and use VISITOR SIM internet service to access Charge page.)

What is "Service Start Date"?

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

[Delivery to AirPort post offices]
The delivery date you select in the purchase form will be your service start date. Meaning Service Start Date is the same date as the delivery date.

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.

[Delivery to hotels, home and offices and products purchased from retail stores]
It's the day you first use the internet.

When does the Service Period Countdown Starts?

[Delivery to hotels, homes and offices]
The Service Period Countdown will start from the next day from your first use. For example, if you started using the internet from June 1, the countdown will start from June 2.
IMPORTANT : This product has Service Start Deadline which is the last day of the following month of the shipment date. For example, if your product was shipped in June, the Service Start Deadline is end of July.
Please make sure to start using the internet before its Service Start Deadline, as it'll become unusable after the Service Start Deadline. This product is not refundable under such circumstances.

[Delivery to airport post offices]
The Service Period Countdown will start automatically whether you have received the package or not from the next day from your preferred delivery date.
For example, If you choose your preferred delivery date as June 1, the countdown will start from June 2.

[Purchase from retail stores]
The Service Period Countdown will start from the next day from your first use. For example, if you started using the internet from June 1, the countdown will start from June 2.
IMPORTANT : This product has Service Start Deadline. Need to start using the internet before its Service Start Deadline or it'll become unusable. This product is not refundable under such circumstances. The Service Start Deadline is written on the back of the package.

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

You do not need any activation, but you'll need to do some settings to your device.

What is this setting for?

This setting allows your device to use VISITOR SIM.

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

You'll need to do settings to your device.

Can I make VoIP calls?

Yes. It is possible.

Can I make phone calls?

VISITOR SIM is data communication service that you cannot make phone calls or receive and send SMS nor MMS.

Can I use SMS and MMS?

No you cannot use SMS and MMS.

Can I add phone call service to VISITOR SIM?

No you cannot add phone call service to VISITOR SIM.

What SIM cards size do you have?

We have Multi-Cut SIM (Triple-cut SIM) which covers standard, micro and nano size.
Gently push out the SIM from the holder and be careful not to touch the IC chip.

Can I use the SIM card on different devices?

Yes, as long as the device is compatible with VISITOR SIM.

Does the VISITOR SIM support international roaming?

No, international roaming is not supported.

May I use tethering hotspot feature?

Yes.

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.

Do you have technical requirements for device?

Yes, there are three requirements.
1) Your device must be unlocked.
2) Your device must be able to use LTE.
3) Your device must be safe to use in Japan.

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

No, it is not OK.

Purchase
Purchase

Where can I purchase VISITOR SIM?

VISITOR SIM is available through this website and retail stores. Please see our 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, issuing ECX number, 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, issuing ECX number, we will not provide refunds for any reason.

After purchase
After purchase

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

The Shipment Confirmation email will be sent to customers from 9pm, Japan time, on the same day we shipped out the package.

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?

You can check the delivery status at Japan Post website by entering your Tracking Number which is included in the Shipment Confirmation email.

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?

[Delivery to hotels, homes and offices] 510 yen (tax included)
[Delivery to 6 major airport post offices] 360 yen (tax included)

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.
Japan Post

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 12 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.

The hotel said they have not received my package. Where is my package?

You can track your package from HERE by entering your Tracking Number which is included in the Shipment Confirmation email.
Is the reservation name and your package name the same? If not, maybe your hotel received the package under different name or reject to receive the package.

I changed the hotel at the last minute. Can you change the delivery address?

If the package is not shipped yet, than we might be able to change the address. If the package is already shipped out, you'll need to contact Japan Post

I want to deliver it to my friends house. Can you put the package in the mail box?

The package needs to be signed at the door.
If there is no one to answer the door, you'll receive a re-delivery note and the package will be sent back to the courier and you'll need to contact them by yourself to ask for a re-delivery.
Japan Post

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.

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 date?

You can charge your SIM card up till 2days after the expiration date. Please see the "Online Charge" page for details.

How much is Charge?

It is 500 yen (tax included) , 1GB for 1day.

What payment methods are available?

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

I just want to charge for 5 days. Can I do that?

Please make charge 5 times or purchase another VISITOR SIM card. Please note that if you charge 5 times, useable period is 5 days or until you used up all 5GB whichever comes first.

Is there a charge period for this product?

The charge period for this product is up to 2 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 (2 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 "Online Charge" page.

Turn off the Wi-Fi and try again.

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 setup of the SIM in the respective device.