Frequently Asked Questions

Select Question Category
1. Procedural Flow: Orders
Q1-01How do I order?
A1-01You can place an order through our website.
We accept orders through this website.
Orders cannot be placed at our airport counters or by phone. Thank you for your understanding.
Q1-02When is the deadline for orders?
A1-02 The deadline for orders differs in accordance with the method of pickup.
  • Pickup at New Chitose Airport: By noon three days prior to the pick-up date
  • Pickup at Narita Airport: By noon one day prior to the pick-up date
  • Pickup at Haneda Airport: By noon one day prior to the pick-up date
  • Pickup at Kansai Airport: By noon two days prior to the pick-up date
  • Pickup at Fukuoka Airport: By noon three days prior to the date of departure
Q1-03Can I order through the website after the deadline for orders has elapsed?
A1-03 Unfortunately, you cannot.
Q1-04Can I modify or cancel my order?
A1-04 Yes, you can.
You can modify your order using the e-mail. You can cancel your order on My Page. Please modify your order by 6:00 PM on the day prior to the deadline for orders. (Refer to: 1-02. When is the deadline for orders?)
For cancellation of orders, charges will be incurred if the cancellation is made later than two days before the pick-up date. (Refer to: 1-05. Is there a cancellation charge?)
*If you cancel or modify your order, the transfer charges for the refund to be paid into your bank account will be at your expense.
Please note that we cannot offer a refund if the transfer charges are greater than the actual refund.
There are also cases when we cannot accept certain modifications. Once more, thank you for your understanding.
Q1-05Is there a cancellation charge?
A1-05 You will not be charged if you cancel your order at least three days prior to the pick-up date. Cancellations made one or two days before the pick-up date will incur a charge.
You will be charged JPY 2,160 (including tax) per unit if you cancel your order one or two days before the desired pick-up date.
*If you cancel or modify your order, the transfer charges for the refund to be paid into your bank account will be at your expense.
Please note that we cannot offer a refund if the transfer charges are greater than the actual refund.
You will be charged the full amount with no refund if we do not receive any contact from you by the scheduled pick-up date. Once more, thank you for your understanding.
You can cancel an order from My Page.
You can cancel your order on My Page at least four days prior to the pick-up date.
If the deadline for cancellation has elapsed or if cancellation is not possible due to organizational circumstances, please use the e-mail or contact us by phone to cancel your order.
Q1-06When will my reservation be confirmed?
A1-06 Your reservation is confirmed once you receive an order confirmation form and the receipt.
We will send you an e-mail with an attached order confirmation form and the receipt as confirmation of your order.
Q1-07I was brought back to the home screen while I was working on the order form.
A1-07 We apologise for the inconvenience. Please place your order once more.
A time-out error occurs if no entry is made on the order form after a certain period of time.
Please place your order once more. We are sorry for the inconvenience.
Q1-08Can I use a Telecom Wi-Fi partner code?
A1-08 No, you cannot.
The code cannot be used with Wi-Ho!® since it is from a different brand. Please use the code with Telecom Wi-Fi.Click here (external site) to order at Telecom Wi-Fi.
1. Procedural Flow: Picking Up and Returning Products
Q1-09Can I ask somebody else to pick up the products at the airport counter on my behalf?
A1-09Yes, you can.
Please ask your representative to bring your order confirmation form and a document to prove identity (*).
*Passport, driving licence, or other official identification documents
Q1-10Where can I pick up the products?
A1-10 You can pick them up at one of our airport counters.
You can pick up the products at the New Chitose, Narita, Haneda, Kansai, or Fukuoka airport counter.
Airport Counters: Pickup Location
Q1-11Do I need to present an identification document when I pick up the products at an airport counter?
A1-11 Yes.
Please present to our staff member your order confirmation sheet and passport so we can verify your identity.
Q1-12Where can I return the products?
A1-12 You can return them at one of our airport counters.
Please return the products at the New Chitose, Narita, Haneda, Kansai, or Fukuoka airport counter. Please drop the products in the Return Box available at the New Chitose, Narita, Haneda, Kansai, or Fukuoka airport counter.
Airport Counters: Return Location
Q1-13What is a Return Box?
A1-13 It is a special post box located in an airport and used for returning products.
Return Boxes are white post boxes installed at each airport counter. They are especially designed for returning WiFi devices. You can return the products by simply dropping them into a Return Box.
Q1-14Do I need to present an identification document when I return the products at an airport counter?
A1-14 No.
You need not present an identification document when returning the products.
Q1-15What time are the airport counters open?
A1-15 The time varies by airport.Details Click here to check the business hours of each airport counter.
Q1-16Can I ask your staff members at the airport counter for an explanation on how to use the products?
A1-16 We do not provide such information at our airport counters. Our airport counters only serve as pickup and return areas. Please refer to the instruction manuals provided with the products. If you still do not understand how to operate the products after reading the instruction manuals, kindly contact the listed Support Centre by telephone or by e-mail.
Q1-17Can I return the products at an airport counter that is different from where I picked them up?
A1-17 Yes, you can.
You are free to select whichever is the most convenient airport counter for your pickup and return. For example, you can pick up the products at Narita Airport and return them at Haneda Airport.
Q1-18Will I be charged an extension fee?
A1-18 Yes, you will be charged an extension fee for each day after the scheduled return date.
Upon return of the products, we will add to your bill the extension fee that corresponds to the number of days past the scheduled return date.
Q1-19Do I have to contact you if I plan to extend the rental period?
A1-19 Yes, please make sure to contact us.
Please make sure to contact us using the e-mail or by telephone if you wish to extend the rental period. If you extend your use without contacting us, we will still add to your bill the extension fee that corresponds to the number of days past the scheduled return date. We may also conduct checks in cases of continued, unauthorized use of our products.
We may be unable to extend the rental period if the products have already been reserved by subsequent customers. Thank you for your understanding.
Q1-20What should I do if I need to change the pick-up date?
A1-20 Please make sure to contact us.
Please make a request to change the date using the e-mail or by phone.
Please note that failure to request a change to a later pick-up date will be considered a cancellation without notice, and your payment will not be refunded.
We may be unable to arrange an earlier pick-up date due to limited stocks. Thank you for your understanding.
Q1-21What happens to my bill if I return the products earlier than scheduled?
A1-21 You will be billed the same amount that was set when you placed your order.
We do not give a refund even if the products are returned earlier than the scheduled date. Thank you for your understanding.
Q1-22What should I do if I accidentally return the products with my personal belongings?
A1-22 Please contact us.
Please contact us using the e-mail or by phone.
We keep customer belongings for a period of one month. Belongings not claimed after this period will be discarded if we do not receive contact from the owner.
Kindly note that we cannot be held liable for damages for disposal of a customer’s personal belongings.
1.Procedural Flow: Payment
Q1-23Will you issue a receipt?
A1-23 Yes, we will.
Once you have placed your order, we will send you an e-mail containing an order confirmation form and the receipt.
If you need a receipt that contains the name of your company, please indicate the company name when you place your order.
For each time the rental period is extended, we will issue a receipt for the additional charges incurred.
Q1-24Is the receipt stamped with your corporate seal?
A1-24 Yes.
Our corporate seal is stamped on the receipt.
Q1-25What is the payment method?
A1-25 Payment is made by credit card.
You can pay using your credit card. We do not accept payments in cash or by invoice.
Q1-26Can I pay with a credit card different from the one I used when I placed my order?
A1-26 We are unable to change the payment for fees already settled when you placed your order. However, you can use a different credit card for additional payments incurred from extending the rental period, etc. In such an event, please inform us in advance and then carry out the necessary procedures for payment. We will re-send you the URL link to the credit card registration form.
1.Procedural Flow: Support During the Rental Period
Q1-27What should I do if I lose Wi-Ho!®?
A1-27 Please contact our Support Desk immediately. In case of loss, we will suspend the line immediately, since there is a risk of unauthorized use by a third party. We will also require you to pay a compensation fee.
Q1-28Will I be charged for calls to the Support Desk?
A1-28 Yes, you will.
Call charges will be at your expense.
Q1-29What should I do if I cannot connect to the WiFi network at my destination?
A1-29 Please try out the procedures in the “Troubleshooting” section of the instruction manual provided with the product. If you still cannot connect to the WiFi network, please contact our Support Desk. You may be unable to connect to the Internet because of the environment, or due to reasons such as problems with the line or with the telecommunication equipment. If you are unable to connect, you can contact us to check the current status of your line. We will most likely be able to solve the problem. Kindly note that call charges will be at your expense. Thank you for your understanding.
2. Products and Services: Wi-Ho!® (Mobile WiFi Router)
Q2-01What is the communication speed of your product?
A2-01 Our 4G products allow high-speed data communications.
The communication speed varies by product. Please check the “Product Options Page” for more details.
*The speeds listed on the page are based on best-effort communication (maximum speed).
Q2-02What OS can I use with your product?
A2-02 You can use any operating system as long as it supports WiFi communications.
All devices such as smartphones, laptops, tablets, and other equipment can be used with our products as long as they support WiFi (wireless LAN) communications.
Q2-03Are your WiFi routers equipped with a phone?
A2-03 No.
Our WiFi routers do not have phone functions. Thank you for your understanding.
2. Products and Services: Using the Products
Q2-04Can I put the rented products in my checked baggage prior to boarding?
A2-04 The mobile batteries included in our options cannot be packed with your checked baggage. They belong to the category of “spare batteries that utilize lithium-ion battery technology” that is regulated by the Ministry of Land, Infrastructure, Transport, and Tourism. Please make sure to carry them as hand baggage on the plane.
The said regulation does not apply to the WiFi router and to the other products included in our options. However, they are precision devices that may be damaged due to impact and sudden changes in temperature or air pressure. Please do not pack them with your checked baggage; please carry them as hand baggage instead.
In any case, please follow the instructions of your airline company before anything else.
Q2-05Will instruction manuals be provided?
A2-05 Yes. Instruction manuals will be provided together with the products.
We also provide original instruction manuals so that even first-time users can easily use our products.
Q2-06Can I also use your product with a PC?
A2-06 Yes.
You can use them as long as your PC supports WiFi (wireless LAN) communications.
Q2-07Can I access the Internet using an iPhone?
A2-07 Yes.
You can use an iPhone to connect to the Internet, regardless of the model, iOS version, etc.
Q2-08Do I need a transformer to use your product?
A2-08 No.
You do not need a transformer.
Q2-09Can I make calls with your product?
A2-09 No.
Wi-Ho!® is not equipped with phone functions. Thank you for your understanding.
Q2-10Will a charger be provided?
A2-10 Yes. We will provide a charger together with the WiFi router.
A charger with the normal voltage used in Japan and a WiFi router will be provided as a set.
Q2-11Can I connect to a VPN with your product?
A2-11 It depends on your system settings.
Your VPN connection depends on your company’s system settings. We are unable to configure the settings of your VPN connection. Please contact your company’s system administrator instead.
Q2-12Do I need an Internet service provider contract or arrangement?
A2-12 No.
You can connect to the Internet with just Wi-Ho!®, so you do not need a separate contract with a provider.
Q2-13Do I have to switch off the data roaming setting to avoid expensive packet charges?
A2-13 To avoid expensive charges, please configure your settings by doing the three steps below.
(1) Turn off data roaming
(2) Turn off cellular data usage for iCloud
(3) Turn on aeroplane mode
Instruction manuals for more details on how to configure your smartphone settings.
Q2-14Can I connect to the Internet by connecting my smartphone to the WiFi router with a USB cable?
A2-14 No.
Wi-Ho!® is designed for use with a WiFi connection. It does not support USB connections. Thank you for your understanding.
2. Products and Services: Rental Period
Q2-15When does the rental period start and end?
A2-15 It starts on the pick-up date and ends on the return date.
The period between the pick-up date and the return date is calculated in days.
Q2-16Will I be charged with one day’s worth of rental if I rent the product at 3:00 PM and return it the following day at 10:00 AM?
A2-16 No.
The rental period is calculated in days, not hours. In this case, you will be charged with two days’ worth of rental.
2. Products and Services: Data Communication Volume
Q2-17What is the “Fair Usage Policy”?
A2-17 It is a policy put in place by telecommunications companies all over the world to ensure fair use of radio waves. Our Wi-Ho!® data communications device, which are lent at a fixed rate, directly use local communication lines to provide sufficient volume of data under normal usage conditions. However, telecommunications companies both in Japan and overseas may place communication restrictions on users who use vast amounts of data over short periods of time in order to maintain network quality and the fair use of radio waves. In such a case, it may not be possible to connect to the Internet or the communication speed gets drastically reduced. During the rental period, communication devices cannot be restored to their original condition in the event that communication restrictions are placed due to the reason above. As much as possible, try to avoid video streaming, making Internet calls, downloading large files, and online gaming. You will still be charged for usage during the period even if restrictions have been placed.
2. Products and Services: Rate Plans
Q2-18What plans do you offer?
A2-18 We offer plans that match your travel period and destination. Please go to the “Product Options Page” for more details.
Q2-19What is your rate structure?
A2-19 We have a flat rate for data communications.
There is no rental fee, but you will be charged the flat rate for data communications for each day of rental. You will also be charged a handling fee of JPY 540 (including tax) per order. If you also apply for our options, you will incur additional charges accordingly.
Q2-20Do you offer a long-term plan?
A2-20 Telecom Wi-Fi Service for Business has that offering. Click here (external site) to order at Telecom Wi-Fi.
Q2-21Can I buy a SIM card?
A2-21 Telecom Wi-Fi Service for Business provides a SIM card for use in Japan. Click here (external site) for more details.
Q2-22Can I charge Wi-Ho!® with my own mobile battery?
A2-22 In terms of specifications, you can do so as long as your mobile battery can charge USB Micro-B devices.
However, you may also not be able to charge the device due to compatibility issues. Please note that we are unable to provide support in such cases. Thank you for your understanding.
3. Troubleshooting: Wi-Ho!®

Below are easy procedures you can follow. If you have tried these procedures but without success, please make sure to contact our Support Centre from your current location.

Q3-01The device won’t turn on.
A3-01 There may be a static buildup on your device. Remove the battery pack to discharge the static electricity. To discharge the static electricity, open the rear cover on the WiFi router, remove the battery pack, then put it back immediately or after approximately 10 minutes.
Please note that the battery pack cannot be removed from certain models where it is incorporated into the device.
The remaining battery of the device may have also run low. Connect the device to the charger and check the remaining battery. Recharge the battery if necessary.
Q3-02I cannot connect to the Internet
A3-02 - Reboot the WiFi router. To reboot the device, either turn the router off then on, or long-press the power button.
- Delete the network configuration history (cache) that remains in the WiFi setup screen of your smartphone.
Next, re-enter the password written on the back of the router, just like how you set up the device for the first time.
- You may be in an area where radio waves are hard to reach. Move to a different location and try to connect again.
Q3-03I cannot recharge the battery.
A3-03 Remove the battery pack then put it back.
Q3-04The connection cuts off during use.
A3-04 You may be performing data communications in an area where it is difficult to receive radio waves. Either move to a different location or wait for a while, then try again
4. Options: Mobile Batteries and USB Car Chargers
Q4-01What options do you offer?
A4-01 We have five options available.
We have three types of mobile battery that allow you to charge devices while you are out and about; a USB car charger that allows you to charge devices while you are on a drive; and a selfie lens that allows you take photos with a wide-angle lens.
You can choose from three types of mobile battery: slim, regular, and high-capacity.
Q4-02What is a mobile battery?
A4-02 It is a portable battery charger.
It is a portable charger that can charge WiFi routers, smartphones, and other devices, even in places where no wall socket is available. You can charge while you are out and about, regardless of the location and time.
Q4-03How do I charge the mobile battery?
A4-03 You can charge it by plugging the provided AC adapter into a wall socket.
Q4-04How many times can I recharge Wi-Ho!® (WiFi router) with the mobile battery?
A4-04 It depends on the model of the WiFi router. The mobile battery can provide two to three full charges, while the high-capacity mobile battery can provide about five full charges.
Q4-05How big is it? How much does it weigh?
A4-05 Please go to the “Product Options Page” for more details.
Q4-06Will I be charged for extending the rental period?
A4-06 Yes, you will be charged an extension fee.
You will be charged an additional extension fee that corresponds to the number of days of extension.
Q4-07Are the mobile batteries, USB car chargers, and selfie lenses also covered by the Peace of Mind Insurance (Anshin-hosho Insurance) plan?
A4-07 Our mobile batteries, USB car chargers, and selfie lenses are covered by the Peace of Mind Insurance (Anshin-hosho Insurance) plan
Q4-08Can I perform data communications using the WiFi router while charging it?
A4-08 No.
Please turn off the WiFi router when charging it. Using the WiFi router while charging may cause it to malfunction due to its increased temperature. In addition, depending on the model of the WiFi router, the battery may still get used up once fully charged due to WiFi use. As a result, the battery may be completely drained even if the router is connected to the charger.
Q4-09What is a selfie lens?
A4-09 It is a useful clip-on lens that achieves the same effect as a selfie stick.
*Only wide-angle lenses are available at Wi-Ho!®.
Q4-10Can I use the selfie lens with any smartphone?
A4-10 The outline or a part of the lens may be shown in the photo if the smartphone has a built-in wide-angle lens.
4. Options: Peace of Mind Insurance (Anshin-hosho Insurance)
Q4-11What does the insurance cover?
A4-11 It guarantees compensation in the event of loss, damage, or theft.
The compensation cost for lost, damaged, or stolen products shall be waived.
The compensation costs are as follows:
- Total Loss (loss, theft, etc.) *WiFi router and SIM card JPY 40,000/unit
Partial Damage (Scratches, etc.) JPY 8,000/unit
- Accessories (pouch, conversion plug, AC adapter set, AC adapter, micro-USB cable) JPY 2,000/accessory
- Conversion Plug (C Plug, BF Plug, O Plug) JPY 300/conversion plug
- mobile battery (slim), mobile battery, Mobile battery (Large capacity) JPY 5,000
- USB Car Charger JPY 2,000
- Selfie Lens Set JPY 2,300 (JPY 2,000 for the selfie lens, and JPY 300 for the lens cover)
*Even if only the SIM card is lost or stolen, you will be charged for the entire unit.
If the product is lost or stolen, please submit to us a certificate issued by a local police station or an official public agency. (Failure to do so will make you liable for 50% of the amount of compensation for WiFi routers and SIM cards, even if you have taken out the Peace of Mind Insurance (Anshin-hosho Insurance).)
In the event of loss, theft, or damage, please contact our Support Centre immediately, regardless of whether you have taken out the Peace of Mind Insurance (Anshin-hosho Insurance) or not. There will be no charges incurred for partial damage to the unit if you have taken out the Peace of Mind Insurance (Anshin-hosho Insurance).
Q4-12Can I take out the insurance midway through the rental period?
A4-12 No.
Please note that you cannot take out the insurance midway through the rental period or after the rental period has ended. If you wish to take it out, please select it as an option when you place your order.
5. My Page: Membership Registration
Q5-01What can I do with My Page?
A5-01 You can perform the following functions on My Page.
- Check and amend your membership information
- View your order history
- Download your receipt (*1)
- Cancel your order (*2)
- Cancel your membership
*1 You can download a receipt only once. (You can download again if there are changes to the billed amount.)
*2 You can cancel your order on My Page at least four days prior to the pick-up date.
If the deadline for cancellation has elapsed or if cancellation is not possible due to organizational circumstances, please use the e-mail or contact us by phone to cancel your order.
Q5-02Why can’t I log in?
A5-02 You may be unable to login due to one of the reasons below.
Please check once again if any of these applies to you.
[Incorrect e-mail address or password entered on the login screen] You will be unable to log in if there is an incorrect letter case, or symbol, or character width in the information you entered. Please check your entries once again.
If you have forgotten your password, click here to enter your registered e-mail address and reset your password.
[Incomplete membership registration] You may have not yet completed your membership registration.
A confirmation e-mail has been sent to your registered e-mail address. Click on the URL link in the e-mail to complete your membership registration.
*The URL will no longer be valid if not accessed within one hour. Please register again with a different e-mail address if the time limit has elapsed.
[Nonreceipt of the e-mail address confirmation notice] Please check if there is a mistake in the e-mail address you registered.
Please also check your spam folder as the e-mail may have been automatically filtered.
Please register again with a different e-mail address if you have not received the e-mail.
Q5-03What should I do if I forget my password?
A5-03 You can reset it.
You can reset your login password. Click here to reset your password.
Q5-04Can I place an order without registering as a member?
A5-04 Membership registration is required when placing an order. You cannot place an order if you have not registered as a member. Thank you for your understanding.
Q5-05Can I view my order history?
A5-05 Yes, you can view it on My Page.
You can check your past orders by clicking on “Order History” on My Page.
5. My Page: Amending Membership Information and Cancelling Membership
Q5-06What should I do if I want to cancel my membership?
A5-06 You can cancel your membership through the website.
Login to My Page, then carry out the procedure to cancel your membership.
Q5-07Can I make changes to my membership information?
A5-07 Yes.
Carry out the procedure by clicking on “Membership Information” on My Page. Please note that the changes made will not reflect in orders placed prior to the amendment.

TAbout Telecom Square

Telecom Square is a global mobile solutions company specialising in mobile terminal rental. With 25 years of experience, we provide services to more than 500,000 users per year. We have counters at Japan’s major airports and operate a dedicated call centre system to ensure peace of mind even when problems occur. In addition to WiFi router rental, we offer a strong lineup of backup services for travellers, including SIM card sales and mobile phone rental.

Wi-Ho!® is a registered trademark of Telecom Square, Inc.

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