A. Go Mobile accepts orders only by online application. Please click the "Order Now" icon on our Go Mobile site and proceed to the application form. When you have finished ordering you will receive a confirmation email* which includes your order number. Please note that if you do not receive this email, then Go Mobile has not received your order.

* Please note that your email account has its own security settings and it may filter emails from us to the junk mail box or trash bin.

A. Please order at least four business days prior to the rental start date. If you are ordering less than four business days, please select express from the delivery options menu. Complete the application form and if you receive an error message, print the form out and then fax it to us at (81) (0)3-4496-4344. When Go Mobile processes your order you will receive a confirmation email* notifying you that your order was accepted and confirmed. If Go Mobile does not send you a confirmation email then your order was not accepted and you should contact us by email at gmhelp@gomobile.co.jp.

* Please note that your email account has its own security settings and it may filter emails from us to the junk mail box or trash bin.

A. The rental start date is the date that you expect to use the phone in Japan. Rental End Date is the date which Go Mobile receives the phone back from you. Please add one additional day to your return date for returning the phone. Any phones received after the rental end date will be subject to an additional basic charge or part thereof that the phone is outstanding after the rental end date.

A. Please enter the rental end date with one additional day added to the day you leave Japan. Although our office is closed on weekends and holidays we will check the date on the postage stamp for the returned date. Once we process the returned phones on our system, an automated notification email will be sent to the email address that you have specified on the application form.

A. Go Mobile accepts online orders for up to ten phones at one time. Please note that this will be treated as a single order and all phones will be sent together to a single address. Should you require detailed billing by phone number we suggest that you order detailed billing for Y1,500 per phone number and include this information on the customer comments section of the application form.

If you are ordering more than ten phones, you may either enter several separate orders or contact us by phone or email so that Go Mobile may better assist you (business hours: Mon. to Fri. 9:30am to 6pm).

A. When you enter in your dates the Go Mobile form will automatically select the proper packages. In this case, the total number of days is twenty and you will be charge for a two week plus a one week package for a total of Y8,245 (Y5,250 + 2,995). Please note that with this example, you would receive 45 minutes of calls in total and that they may be used at any time. There is no requirement to use the included minutes in each time period separately.

A. Local calls are defined as all calls to landlines and mobiles within Japan. Please note that local calls do not include international calls or calls received on the US local line (optional service) and that you will be billed by the minute for all of these types of calls.

A. Go Mobile provides a phone model based on the country of service and as such Go Mobile is unable to accommodate your requests for specific phones. Go Mobile choose our phones based on customer feedback and supplier arrangements. Every attempt is made to choose durable, stylish and high quality phones from reputable manufacturers. All of our Japanese phone come equipped with email/internet and high quality (1.3 megapixel) cameras.

A. When Go Mobile sends you your phone; you will also receive chargers and adapters for local usage. Go Mobile will ensure that the voltage and prongs are compatible for the country that you have ordered service for however you should notify us immediately if you believe that you have received the incorrect adapters.

A. In accordance with Japanese Law ('Act for the prevention of Illegal Mobile Phone Use'), Go Mobile is required to verify your personal details. We are aware of the sensitive nature of the information provided and respect the privacy of our customers. However, this is a requirement by the Japanese government for all companies which provide mobile phone rentals.

This is a necessary procedure that must be performed prior to shipment of your phone. If we are unable to verify your personal details prior to shipping your order will be cancelled and subject to a processing charge. Please see our terms and conditions for more information.
We sincerely apologise for the inconvenience that this may cause.

For all non-residents of Japan a copy of your passport is required.
For residents in Japan only, we may accept any Japanese government issued identification (Alien Registration card, Japanese driver's license or health insurance card) for personal verification.

Please fax your details to 813-4496-4344 or alternatively email your scanned copies to gmhelp@gomobile.co.jp.

A. For the Long term plan the Basic rental fee, Domestic call rate, Internet/Email rate and Local US number option charge is set at a lower price compared to the Short term plan. Also the Delivery Fee (including Express delivery) is Free and the Unlimited Internet/Email option 5,000 yen package is available only for the Long Term plan.

A. Yes. For more information on the agent code discount please refer to their Website or please check the discount rate on the order form.

A. Go Mobile accept all major cards - Diners, JCB, Visa, MasterCard and American Express but does not have the systems in place for cash orders and cannot accept these types of orders. We apologise for the inconvenience.

A. Per the terms and conditions on the Go Mobile website, a ¥70,000 preauthorization will be taken from your credit card when you complete the application form. This amount is not charged to your credit card but is taken as security for all calls and charges made under the Go Mobile Terms and Conditions. Please note that your credit card limit will be reduced by this amount until your final bill is issued and the amount, or part thereof, is returned to your credit card. An additional ¥50,000 preauthorization will be taken for each additional phone ordered. This preauthorization will be reversed upon final billing which may occur up to two months after you have returned your phone to Go Mobile.

A. All data is encrypted and great care is taken to ensure the security of any personal data. Go Mobile uses SBI Veritrans a reputable Japanese credit card payment gateway, for all our payments and any data pertaining to such payments. Should you still feel uncomfortable with this procedure, you may fax the application along with your credit card information; Go Mobile will confirm the receipt of your application by e-mailing you. Our fax number is 81 (0)3-4496-4344.

A. With Go Mobile you can use your phone as much as you like without having to worry about the phone ever switching off. Go Mobile does not offer a prepaid phone service. All extra minutes are pay as you go and you will be charged Y85 per minute with the Short Term plan and Y65 per minute with the Long Term plan for local calls. International calls are charged at Y100 per minute for over 100 countries. Please refer to our rates section for further information.

A. Please note that all uncompleted calls to our switch are charged as a local call. Completed international calls to our switch are charged as international calls per the rates as listed on our Go Mobile website.

A. Charges for incoming calls are free of charge. This includes calls received from international or local numbers.

A: Calls are charged in full minute increments, so you will be charged for a full minute even if you only spoke for 40 seconds. Go Mobile bills are based on data downloaded from our suppliers and we do not use the timers or billing information on your rental phone as this information is unreliable.

A. Billing is based on data provided to Go Mobile from our suppliers on a monthly basis. Each supplier has a different cutoff and does not match calendar months or your rental dates. Go Mobile cannot provide you with an indication of how many minutes you have used until we receive this data from our suppliers and apologises for any inconvenience that this may cause. Timers or any other billing information/data on the phone are not used for billing our customers and should not be relied upon to estimate usage for any Go Mobile services.

A. An automated email* will be sent to you at the time that your phone is shipped. Your local phone number will be included with this email. Please note that Go Mobile ships phone approximately two business days prior to the rental start date. We suggest that you select an earlier start date for your rental if you need the phone number in advance.

* Please note that your email account has its own security settings and it may filter emails from us to the junk mail box or trash bin.

A. Go Mobile provides English voicemail for all phones in Japan. Retrieving calls from voicemail are charged in one minute increments. There is no charge to leave a message. Instructions are dependant on the model and the type of the phone and countries - please see the instruction manuals for further details.

A. Receive or send emails or use the internet while abroad and only pay for what you use! Emails can be sent to email addresses anywhere in the world!
If you are planning to use a lot of Internet/Email we recommend you to purchase our Internet/Email option.

Email is charged at ¥5 per Kilobyte for Short Term plan and ¥3 per Kilobyte for Long Term plan. SMS (messages between the same network provider) is charged at ¥25 per message sent with the Short Term plan and ¥10 per message sent with the Long Term plan. Recieving SMS is free of charge.

Internet can be used to access a variety of useful information such as traffic, weather and train timetables from your Go Mobile phone in English and Japanese. Internet is also charged at ¥5 per Kilobyte used for Short Term plan and ¥3 per Kilobyte used for Long Term plan.

To minimize your costs and to maximize your convenience, we suggest that you use your PC in your home, hotel or internet cafe for surfing and for accessing and downloading your PC emails with large amounts of data and restrict our service for short emails. Sending or receiving emails and accessing sites with pictures and/or data may result in a significant charge.

A. In Japan, SMS's may only be sent to those phones that are in the same network. This differs from overseas where SMS's may be sent to any phone number irrespective of the carrier. SMS's may be sent to another Kddi au phone and not to anyone who has a Vodafone or NTT Docomo phone. Go Mobile suggests that you either make a call or send an email.

A. SMS's cannot be sent overseas as they may only be sent locally in Japan to a phone on the same network.

A. The unlimited Internet/Email 5,000 yen package is available only for the Long term plan (more than 90 days) and unfortunately this option does not apply to Short term plans.

If you are planning to use the Internet/Email heavily and need the phone for less than 90 days, please pre-purchase the 5,000 yen package which is charged at a low rate of 3 yen per kilobyte.

To minimize your costs and to maximize your convenience, we suggest that you use your PC in your home, hotel or internet cafe for surfing and for accessing and downloading your PC emails with large amounts of data and restrict our service for short emails.   

A. The phones provided through our service are not capable of accessing PC email accounts such as yahoo or hotmail. You will be assigned a mobile phone email address which your friends/family or colleagues may send you emails and you may receive them directly on your phone.
Sending and receiving email messages will be charged on the basis of kilobytes used and charges will vary dependant on the size of the email and attachments.

Many of our customers find it convenient to use our phone internet email service and we recommend that if you are planning on using this service that you should purchase our economical unlimited email/internet option offered for long-term customers. Please be advised that this unlimited email/internet option is only available when you place your order and that this option is NOT available after you have placed your order. Thank you for your understanding.

A. There are many mobile sites that you may view on your phone - Go Mobile phones come pre-programmed with our own mobile site Go Japan which has useful links in English to access a number of sites with information and news.
Use of the internet will be charged on the basis of kilobytes used and charges will vary dependant on content that has been downloaded.

A. For ¥1,000 a month (¥750 with the Long Term plan), Go Mobile will provide you with your very own US Local Number. This will allow your family and colleagues to call you at local US rates although you are overseas. This convenience means that they don’t have to dial long numbers to reach you at your destination, just a regular US Local Number. They won’t even know that you are not in the US.

A. The person who is making the call from the US will be dialing a US Local Number and this will be charged as a local call. You will be charged at ¥85 per minute with the Short Term plan and ¥65 per minute with the Long Term plan to receive these US connected calls.

A. Insurance is optional however if you happen to lose or damage the phone, the replacement and repair charges you will pay will be less if you have insurance. The insurance paid period is the same period as your rental period.

Please note that if Go Mobile does not receive your phone by the end of the rental period, insurance charges will accrue on a daily basis at the rate of Y150 until Go Mobile receives the phone back.

A. Go Mobile sends out all of our phones by registered courier and also encloses a self-addressed, prepaid envelope for you to return your phone in. The charge of Y1,000 is to cover standard shipping and returning the phone.

Shipping charge is free for the Long Term plan customers.

A. Go Mobile ships phones approximately two business days prior to your rental start date and you should receive the phone one day prior to your rental start date.
If you do not receive your phone within the afternoon of one day before your rental start date, please call us at (81(0)3-5405-2298) so that Go Mobile may assist you.

A. Go Mobile sends all phones to a designated address within Japan and cannot accommodate Airport pickup. We apologise for any inconvenience that this may cause. When you receive your phone you will also receive a self-addressed, prepaid envelope to send your phones back. Phones may be sent from any post box in Japan.

A. Go Mobile sends all phones to a designated address within Japan and cannot accommodate overseas shipping. We apologise for any inconvenience that this may cause.

A: Just put the phone and the accessories into the prepaid pre-addressed envelope and post it. If you return the phone late another basic plan charge and the cost of insurance may apply. Go Mobile advises that you return the phone as soon as possible when finished. Please note that our offices are open during Japanese holidays and weekends to receive packages.

A. Go Mobile recommends that you place the phone in a padded envelope and wrap it in bubble pack to avoid damage to the phone. We suggest that you send the phone by registered mail or return courier at your own cost to ensure that we receive the phone. Our address is:

Intisar Technology KK
Sengokuyama Annex 202
5-3-20 Toranomon, Minato-ku
Tokyo, Japan105-0001

A. Please inspect your phone as soon as you receive it. Go Mobile makes every effort to ensure that each and every unit leaves us in perfect working order. If for any reason you find a problem with the phone upon delivery, please contact us right away (business hours: Mon. to Fri. 9:30am to 6pm). Go Mobile will ensure that every effort is made to get a replacement to you on time.

Please notify us immediately if there are significant imperfections on your phone, such as scratches or dents which are not noted on the stapled shipping document.

A. Please refer to your instruction book for more details. To charge your phone lease flip open the larger flap on the left hand side panel of the phone and insert the charger. To remove, please press the sides of the charger and pull.

A. Please check to see if the message displayed on the screen says 'No Service." From time to time our network suppliers may experience a temporary outage and Go Mobile suggests that you reset the phone by switching it off and taking the battery out and reinserting it back in. Please wait a few minutes and then switch on the phone. If you follow this procedure and are still unable to use phone, please contact us by e-mail or by calling the help desk toll free number located in your instruction manual (business hours: Mon. to Fri. 9:30am to 6pm).

A: Simply dial the number you wish to call and you will automatically be directed. Please check the local calling codes before dialing.

A. All international calls should be made per the instruction manual which accompanies your Go Mobile phone. Please refer to these instructions when making international calls. Please dial through the Switch when making international calls. The Switch is pre-programmed on your phone.
Should you wish to dial directly to your international destinations please be advised that higher call charges will apply per minute.

Please note that all uncompleted calls to our Switch are charged as a local call.

A. Please press the receive button when the phone is ringing. Please see the instruction manuals for more details.

A. Go Mobile provides English voicemail for all of our Japanese phones. Retrieving calls from voicemail are charged in one minute increments. There is no charge to leave a message.

A. Yes, all Go Mobile phones are email/internet capable and come with a 1.3 megapixel camera. The charges for internet and email usage are ¥5 per Kilobyte for Short Term plan and ¥3 per Kilobyte for Long Term plan.

SMS (messages between the same network provider) is charged at ¥25 per message sent with the Short Term plan and ¥10 per message sent with the Long Term plan. Recieving SMS is free of charge. SMS's are not included as part of the 30 minutes included calls as these are message services and not phone calls.

A. You can send your pictures from your Go Mobile camera phone via email. You will be charged ¥5/kb (Short Term Plan) or ¥3/kb (Long Term Plan) to send your photo. Please note that the charges will depend on size of the file and the time to transmit via the internet.

A. In Japan there is no standard dialing method to make international calls. All international calls are carrier specific. Go Mobile phones have preprogrammed all of the dialing codes on your phones. Please follow the instructions which accompany your Go Mobile phone.

A. Country code 81 followed by your mobile number but please omit the preceding zero from your number. For example to dial mobile number 080-3390-8820, you will need to dial 8180-3390-8820 to be reached in Japan.

A: Calls are charged in full minute increments, so you will be charged for a full minute even if you only spoke for 40 seconds. Go Mobile bills based on data downloaded from our suppliers and we do not use the timers on your rental phone as this information is unreliable.

A. Billing is based on data provided to us from our suppliers on a monthly basis. Each supplier has a different cutoff and do not match calendar months or your rental dates. Go Mobile cannot provide you with an indication of how many minutes you have used until we receive this data from our suppliers and apologises for any inconvenience that this may cause. Timers or any other data on the phone are not used for billing our customers and should not be relied upon to estimate usage for any Go Mobile services.

A: When you return your phone Go Mobile will email* you to let you know that we have received it. Go Mobile will charge your credit card monthly for any costs incurred.

Please note that due to our supplier's billing cycle, your credit card may be charged monthly for a period of up to 2 months after you have returned your phone. At the time of charging your credit card, Go Mobile will give you an account summary of the amount billed including the number of minutes, data usage, and other charges incurred.
If you require an itemized bill, you will be charged a ¥1,500 processing fee per phone number. Account summaries and itemized bills are only available via email.

* Please note that your email account has its own security settings and it may filter emails from us to the junk mail box or trash bin.

A. An automated email* with a summary of your usage is provided each time your credit card is billed. Should you require more detail, then usage details by phone number is available for 1,500yen per phone number. Please ensure that you include this requirement on your application form in the customer comments section. The amount will be charged at the time of billing and all usage details are sent by e-mail only.

If you require an official receipt please also note this on the customer comments and please provide us with the address of where you would like this receipt mailed. Receipts will be sent after final billing. There is no charge for an official receipt.

* Please note that your email account has its own security settings and it may filter emails from us to the junk mail box or trash bin.

A. Please notify us by email to inform us of your decision. Any order placed through our systems is subject to Y1,500 processing fee if the cancellation is received more than five days prior to your rental start date. Cancellations can not be made less than five days prior to the start date and you will be responsible for all charges.

A. Cancellations that are received more than five days prior to the start date will be subject to a ¥1,500 processing fee. Cancellations can not be made less than five days prior to the start date and User will be responsible for all charges.

A. Unfortunately we do not give refunds for unused days after you have started using the phone. If you are not sure of the rental end date, please enter the rental period that you will definitely be using the phone for and if you require a rental extension please inform us through email or phone with your requested new rental end date. Please note that due to our inventory system there may be times in which we can not accept the rental extension.

A. If you need to extend your stay abroad and would like to continue using your Go Mobile phone, please contact us at gmhelp@gomobile.co.jp. Please include your order ID, phone number and date that you would like to extend usage to. Extra charges will apply depending on your plan and rental period.

A. The Long term plan can only be selected at the time of order. We do not accept changes or transition to the Long term plan after your rental period has started.

A: If you happen to lose your phone, please e-mail and call us to report it as soon as possible as you are responsible for all the charges pertaining to that phone until it has been deactivated. Please ensure that you provide the name of the person who ordered the order ID, the phone model and the phone number. Please also advise if you have a local contact number. Please refer to the terms and conditions for the cost of replacing your particular phone model.

A: If you happen to damage your phone, please contact our customer service as soon as possible. Please see the terms and conditions for the cost of replacing your particular phone model. Go Mobile will automatically debit this amount from your credit card if you return the unit damaged or otherwise unfit for further use.