FAQ

This page describes the frequently asked questions regarding the Japan Travel SIM powered by IIJmio.

Services

Q1 Is there any necessary arrangement for purchasing the Japan Travel SIM?
A1 You may be required to submit identification issued by a public organization, such as a passport.
Q2 Can I use the Japan Travel SIM immediately after purchasing?
A2 You can instantly start using the device by just setting it up and registering user information. (If the back of the package is red, you can start using the device immediately by just setting it up.)
Q3 Does the package fee for the Japan Travel SIM include any data capacity?
A3 Yes, It is included in the package fees.
Q4 After purchase, by when should I start using the Japan Travel SIM?
A4 Be sure to complete the service start process by the end of the service start month provided on the package. (If the back of a package is red, be sure to activate the communications by the end of the service start month provided on the package.)
Q5 I purchased the Japan Travel SIM and found a "Brastel card" included in the package. What is this?
A5 It is a prepaid card supplied from Brastel Co., Ltd. You can make calls by depositing money on the card. During the validity period of the Japan Travel SIM, you can also increase data capacity by depositing additional funds using your Brastel card. For detailed information about the Brastel card, visit Brastel's website.
http://brastel.com/japantravelsim
Q6 Please tell me the entire procedure, from purchasing the Japan Travel SIM to starting use.
A6 Follow the settings for the device you are using to register user information to use the device. Click here to see the setup information and instructions for setup. Click here to register user information. (If the back of the package is red, you can start using it after setting it up.)
Q7 Is it possible to refund, change, or reissue the package?
A7 No, it is impossible.
Q8 Is it necessary to cancel the Japan Travel SIM when it is no longer needed?
A8 No, it is not necessary to cancel it. The Japan Travel SIM becomes unavailable automatically when it expires. Please return the unnecessary SIM cards to us.
Q09 Is it possible to extend the validity period?
A09 No, it is impossible.
Q10 Is it possible for any other person than the purchaser to use the Japan Travel SIM?
A10 No, it is impossible.
Q11 Please tell me how to pay for the Japan Travel SIM.
A11 It depends on the supplier. Please contact your supplier for details.
Q12 Do you offer customer support?
A12 We provide customer support in English, Chinese and Japanese. Contact our support line by telephone.
IIJ Support Center:
Phone: +8-3-5205-4999
Hours: 9:00 a.m. to 7:00 p.m. daily
Q13 Is any registration necessary for using the Japan Travel SIM?
A13 The registration of user information is required prior to use. (Not required if the back of the package is red.)
Q14 What is the Technical Regulations Conformity Certification?
A14 For details on the Technical Regulations Conformity Certification, visit the website of the Ministry of Internal Affairs and Communications.
Q15 Is it possible to migrate to another service?
A15 No, it is impossible to migrate from this service to another service provided by us.
Q16 Can I check the registered user information?
A16 No. You cannot check user information.
Q17 I registered the wrong user information.
A17 We can correct the user information. Check the phone number for SIM and ICCID, and contact the IIJ Support Center.

Data communications and devices

Q1 Please tell me about the area where the Japan Travel SIM is valid.
A1 Service available anywhere in Japan.
Network coverage is described on NTT DOCOMO's Web site (Japanese only).
Q2 Please tell me the requirements for the appropriate devices.
A2 The devices that meet the following requirements are considered to be appropriate. However, please note that we are not responsible for guaranteeing the availability of this service even if your device meets these requirements.
  • · The device supports the LTE/3G network of NTT docomo.
    * See here for the details of utilized frequencies and bandwidths.
  • · You have configured the APN settings for IIJmio and the device is possible to connect with these settings.
    * For details on the tested devices, see the list of tested devices.
    * Some devices may not recognize NTT docomo's SIM cards.
Q3 Is tethering possible?
A3 IIJ does not stipulate any restrictions. Your device may or may not support tethering, depending on the type of device used.
Q4 Are SMS and voice calls available?
A4 No, this package is designed specifically for data communications and does not support SMS or voice calls.
Q5 Please tell me the supported LTE/3G frequencies and bandwidths.
A5 The following frequencies and bandwidths are supported. Please check if your device supports one of them.
LTE: Band 1 (2,100 MHz) / Band 19 (800 MHz) / Band 21 (1,500 MHz) / Band 3 (1,800 MHz; only available in the Tokyo, Osaka, and Nagoya metropolitan regions)
3G: Band 1 (2,100 MHz) / Band 6/19 (800 MHz)
Q6 Can I use the Japan Travel SIM abroad?
A6 No, you cannot. Use this SIM card only in Japan. It is prohibited to take this SIM card out of Japan. When the SIM card is no longer necessary, return it here.
Q7 Does the Japan Travel SIM support IPv6?
A7 Yes. However, to use IPv6, your device must support IPv6 and the LTE network.
Q8 Is it possible to change the size of the Japan Travel SIM?
A8 No, it is impossible.
Q9 Is it possible to set the PIN code?
A9 Yes, it is possible. The initial PIN code is 0000.
For details on how to set the PIN code, see the manual of your device.
Q10 My PIN was locked. Please tell me the PIN unlock code (PUK code).
A10 Contact the IIJ Support Center and tell them the serial number of your SIM card and the telephone number.
* You can find the serial number and the telephone number on the card included in the package from which you detached the SIM card.
Q11 I have started using the Japan Travel SIM. Until when can I use this?
A11 You can use the package for 1GB for 30 days from the day of the first transmission, and the package for 2GB until the end of the third month after the day of the first transmission. However, the SIM card becomes invalid when you run out of data capacity.
*You can purchase the "IIJmio Coupon Card" to add data volume to your package within the service period.
Click here for details.
Q12 Which type of connection does the Japan Travel SIM support?
A12 For the PDP type, the Japan Travel SIM supports IP connection.
Q13 What happens if I run out of data capacity?
A13 You can only access the Japan Travel SIM website.
Q14 Is there any notification made before I run out of data capacity?
A14 You can only access the Japan Travel SIM website when your specified data traffic volume is exhausted.
Q15 With a data capacity of 1 GB, how much can I use the network?
A15 The estimated usages for frequently used services are described here for your reference.
Q16 Where can I see the remaining data capacity?
A16 This information can be seen on our support page. Log in here to see the page.
Q17 Is there any restriction on available protocols or apps?
A17 There is no special restriction on protocols or apps. However, some apps or services may be unavailable depending on the situation, as this service allocates private IP addresses to devices to conduct communications.
Q18 Is there any case where communication is restricted?
A18 This package entails the following restrictions.
- Communications for sending emails directly through the Internet using Port 25/tcp are blocked by the Outbound Port25 Blocking anti-spam program. To avoid this, you can use the Submission Port to send emails from the network environment of the service. For details on how to use the Submission Port, contact the supplier of your email service. (Updated) - If you access any child pornography site that falls under the list provided by the Internet Content Safety Association (ICSA), such browsing request is blocked by the DNS server and a message stating that browsing is restricted is displayed. - If a connection continues for more than a certain amount of time, the connection may be disconnected. - If a connection continues without transmission for more than a certain amount of time, the connection may be disconnected.
Q19 The communication is too slow.
A19 This service is a "best-effort communication service," and it may not provide high transmission rates due to radio conditions or heavy traffic. This situation may be improved by restarting the device or reconfiguring the settings. Additionally, resident apps may occupy bandwidth and lower the transmission rate. Please check the apps you are using.
Q20 Can I use the Japan Travel SIM with a 2G (GSM) device?
A20 No, you cannot. You need a device that supports LTE/3G. For appropriate devices, see here.
Q21 Please tell me how to configure the Japan Travel SIM.
A21 The methods for configuring the Japan Travel SIM for main operating systems (Android/iOS) are detailed on the package. See here to configure the settings. The online manual is also available.
Q22 Tell me the information necessary to make input for MCC and MNC.
A22 The information for MCC and MNC is automatically input when you mount the SIM card. If the information is not input, enter "440" for "MCC" and "10" for "MNC."
Q23 I cannot configure the APN settings on iPhone/iPad.
A23 If you use the configuration profile supplied by us, communication may become available. For details on how to apply the configuration profile, see here. The configuration profile is necessary if you use iPhone5s/5c/6. Please note that an Internet connection is necessary to download the configuration profile.
Q24 Where can I see the start date of use for the Japan Travel SIM, the expiry date, and the remaining data capacity?
A24 This information can be seen on our support page. Log in here to see the page.
Q25 I cannot connect to the network.
A25 To connect to the network, you must mount the SIM card and configure the APN information settings for this service. Please check that the correct information is configured.
* For detailed settings, see here.
In case you cannot connect even if the correct information is configured, try the following.
· Unmount and remount the SIM card, and then restart the communication device
· Reconfigure the settings (even if correctly configured, try reconfiguring the settings).
· If data communication is disabled, enable it.
· If airplane mode or wireless LAN is enabled, disable them.
Q26 Is it possible to migrate from the package for 1GB (30 days) to the one for 2GB (3 months) after the purchase?
A26 No, it is impossible.

Recharge

Q1 I ran out of data capacity. Can I increase the data capacity?
A1 Yes. During the service period, you can purchase the "IIJmio Coupon Card" to recharge the SIM card to add extra data. Click here for details. When you have used up your specified data traffic volume, you can only access the Japan Travel SIM website.
Q2 If I recharge the SIM card to add extra data with the "IIJmio Coupon Card", is there any expiration date for the data?
A1 During the service period of your Japan Travel SIM, you can use the data volume.
Q3 Why can't I recharge the SIM card?
A3 If the service period of the Japan Travel SIM has expired or the expiration date of the "IIJmio Coupon Card" has passed, it is impossible to recharge the SIM card.
Q4 If I recharge the SIM card with the "IIJmio Coupon Card", is it possible to extend the service period of my Japan Travel SIM?
A4 No. It cannot be extended.
Q5 Is there any expiration date for the "IIJmio Coupon Card"?
A5 Be sure to use the Coupon Code printed on the back of the Coupon Card for your subscription within six months after purchase.
Q6 Are there any methods available to recharge the SIM card to add extra data, other than the use of the "IIJmio Coupon Card"?
A6 The Brastel Card also allows you to recharge the SIM card to add extra data. For details on how to use the Brastel card, visit Brastel's website. http://brastel.com/japantravelsim

Support page

Q1 I cannot log in to the support page.
A1 To log in to the support page, you need the telephone number and passcode as described on the package. If you have lost the passcode, you can make an inquiry here.
Please note that you cannot log in to the support page if the SIM card has expired.
Q2 When is the start date of the use of the Japan Travel SIM?
A2 The date of completing the service start process is the service start date. (If the back of the package is red, the date of first communications becomes the service start date.)

Handling of SIM cards

Q1 Is it possible to reissue the SIM card?
A1 No, it is impossible to reissue the SIM card regardless of reason, such as loss, theft, or failure.
Q2 What can I do if the SIM card had initial defects?
A2 Contact the supplier where you purchased the SIM card.
Q3 Is it necessary to return the SIM card?
A3 Yes. The SIM cards are rented to customers for the use of this service. If the service is no longer necessary, please return the SIM card to us.
Q4 What happens if I cannot return the SIM card?
A4 You will not be charged anything if you cannot return the SIM card to us.
Q5 Please tell me how to return the SIM card.
A5 Send the SIM card to:
IIJ mobile Cancellation Center in Sumitomo Warehouse
Tokyo Warehouse Center Bldg. A-2
3-6-1 Heiwajima, Ota-ku,
Tokyo 1430006
Phone: +81 3 5205-4400
Please note that postage must be paid by the customer.
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