Explore Japan

Order Your JRPass
JR Pass Pocket WiFi Support

I have a question related to my

WiFi Order
JR Pass Pocket WiFi Support

I have a question related to my

Technical Support

WiFi Order Questions

  • How do I pay for the Wifi?

    You will be charged at the same time when you purchase the JRPass.

  • Where can I pick-up and drop-off the device:

    The Wifi can be picked up and returned at all major airports within Japan, including Narita Airport, Haneda, Kansai, New Chitose, Komatsu, Nagoya Chubu airport, Fukuoka and Naha (Okinawa). Please select the airports where you wish to pick-up and return the Wifi router when placing an order.

  • Can I return the device by mail?

    Yes, though we recommend dropping it off at the airport, as this will save you shipping costs. If you do return the device by mail, then any carrier that offers tracked delivery can be used. The shipping fee is around 500 yen. We recommend using Yamato Transport: http://www.kuronekoyamato.co.jp/en/ for this.

  • Who do I contact for support, can I call you?

    We have teamed up with NinjaWifi in Japan to help with any issues that may arise. Please contact NinjaWifi via: 050-5838-9868 inside Japan, or +81-50-5838-9868 outside Japan. Business Hours (JST): 9:00 - 21:00 or by e-mail via info@ninjawifi.com

  • Can I cancel my order?

    Please be aware that refunds are possible up to 4 days before your pickup date. Wifi cancellations after this point are non refundable. Any orders canceled after this date are charged in full. Please contact us via support@jrpass.com if you wish to cancel.

  • Can I extend my order?

    Yes! Please contact us via support@jrpass.com and help you set up the extension. An additional fee will be required depending on the length of the extension.

  • I ordered too many days, can I change the order?

    Please be aware that changes are possible up to 4 days before your pickup date. Wifi cancellations after this point are non refundable. Any orders canceled after this date are charged in full.

  • How much does it cost?

    The price depends on the amount of days you order, the longer the less you pay per day. Please select the amount of days you want to use it during check-out to see the actual price.

  • What happens if I forget to return the Wifi-Router and take it outside of Japan?

    Please contact the NinjaWifi to set up the return via international mail, shipping charges are paid by the sender.

  • I have already purchased my JR Pass, can I still order wifi?

    Yes, please contact us via support@jrpass.com.

  • In what currency do I pay?

    We accept EUR, GBP and USD.

  • Is insurance included?

    Yes, this covers the cost of any loss or theft you may encounter. When this happens, please contact NinjaWifi directly. Making a police report about a missing or stolen item is required in order to qualify for coverage.

  • What is the minimum amount of days I can order?

    The minimum is 5 days, you can still place an order for fewer days but the minimum charge is for 5 days of use.

  • What do I need to bring when I pickup my order?

    Please bring your passport and reservation ID number. You’ll find the ID number in the confirmation e-mail.

Using your pocket WiFi

Download How to Connect PDF Manual Guide
Download
  • Does it work on the train?

    Yes! the wifi will even work on the superfast Shinkansen. Do keep in mind that service may be interrupted when entering a tunnel.

  • Is it really unlimited?

    You get a daily limit of 3GB per day of high speed access, after which the internet will slow down but still be usable.

  • How fast is it?

    The maximum throughput is 187.5 Mbps via LTE. Though speeds may vary depending on coverage and other conditions.

  • How can the device be charged?

    We provide both an AC net adapter and USB cable.

  • How many people can connect to one device?

    Up to 14 people can connect at once to the device. Keep in mind that the maximum speed is divided by each user connected. This becomes noticeable if more than 4 people connect at the same time.

  • My Device Broke! What do I do?

    Please contact NinjaWifi directly for a replacement.

  • Will my PC/Laptop/Tablet/Smartphone/other device work with pocket Wifi?

    Yes, as long as your device can use Wifi, it will work with pocket Wifi. This includes, Windows, Apple, Android, Blackberry and so on.

  • What if my dog eats the Wifi?

    First be sure that the dog is alright, then contact NinjaWifi for a replacement and further steps.

  • Is it safe to use?

    Using your own pocket Wifi is much safer than using a public wifi point. You never who else is on a public network, while the pocket wifi is private.

  • How do I connect?

    Please see the manual for the details.

  • Can I use Messaging apps like Whatsapp, FB Messenger, iMessage, Skype, Hangouts and make VOIP calls?

    Yes, all of these are completely fine to use.

  • Can I use my VPN?

    Yes, VPN’s work.

  • Do I get a Public IP?

    No, a NAT is used because the connection is made over the 4G mobile network.

  • How long does the battery last?

    The battery lasts for about 9-12 hours of full use. There’s also a battery indicator on the device, so you know when it is time to charge.

  • How good is coverage?

    We use the Softbank LTE network in Japan, which covers 99% percent of Japan's population. A full coverage map can be found here: https://mb.softbank.jp/en/romingin/en/area.html

  • I have another technical issue, how can I contact you?

    Please contact the NinjaWifi contact center by e-mail or call: 050-5838-9868, inside Japan, or +81-50-5838-9868 outside Japan or by e-mail: info@ninjawifi.com

  • Do you have any other tips?

    Yes, disable data roaming on your cellphone. This way you are sure to avoid unnecessary roaming costs.

Still Having Issues?

Contact Us Now