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 the country that you are traveling to. Rental end date is the date which Go Mobile receives the phone back from you. Please add at least one additional day to your "Rental End Date" for returning the phone. Please note that if any phones received after the rental end date will be subject to an additional basic charge of Y3,800 for each month or part thereof that the phone is outstanding until it is returned.

A. Please enter the rental end date with one additional day added to the day you return to 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. The basic package works on the basis of monthly usage. The first month would be from Feb 19th to March 18th and the second month would be from March 19th to March 21st. Please note that with this example, you would receive 60 minutes (120 minutes for the US) of calls in total and that they may be used at any time. There is no requirement to use the 30 minutes (60 minutes for the US) in each month separately.

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. Local calls are defined as all calls to landlines, mobiles or any incoming calls within the country that you ordered the service for. Please note the 30 minutes (60 minutes for the US) does not include international calls or roaming usage and that you will be billed by 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.

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. Roaming adaptors are dependant on the country that you will roam in and as such Go Mobile may not be able to provide these for you. We apologise for the inconvenience in advance.

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 ¥50,000 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 ¥25,000 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 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 03-4496-4344.

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. If you think that you will use the phone a lot, Go Mobile suggests that you save money by purchasing a Y5,000 package which makes the rate per minute more economical than if you did not buy a package. Once you have finished using this package, your calls per minute will still be billed at this lower rate. Please refer to the rates section for each country for specific charges.

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 apply for some countries where suppliers work on the concept of airtime. All incoming calls are FREE in the UK and Australia. However, if you purchase a local (03) number, you will be charged ¥100 per minute to receive calls from people who dial your (03) number even if you are using a phone in a country that has free incoming calls.

A. Go Mobile suggests that you only purchase this option if you are confident that you will use the entire package. Refunds are not available.

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 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, billing or any other data/information 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. Our suppliers bill us for all calls to all toll free numbers. These calls will be charged as local calls and will be rounded up to the next minute.

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 three 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 voicemail for all countries with the exception of China. 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.

For the US, you may experience temporary problems with voicemail as our supplier is currently upgrading their systems. Go Mobile apologises in advance for any inconvenience that this may cause.

A. For overseas mobile phones, Go Mobile does not offer Internet or e-mail services. However, SMS (short message services between local mobile phones) are possible with all of our phones. Please inquire for the instructions and charges as they will vary from phone to phone and country to country. SMS's are not included as part of the 30 minutes (60 minutes for the US) included calls.

A. For ¥1,000 a month, Go Mobile will provide you with your very own Japanese number. This will allow your family and colleagues to call you at local Japan 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 local Japanese number. They won't even know that you are not in Japan.

A. The person who is making the call from Japan will be dialing a local Japanese number and this will be charged as a local call.

You will be charged Airtime to receive these calls at the same rate that you would be to receive other calls - local or international. Call rates start at just ¥60 per minute. Please note that you will be charged ¥100 per minute to receive these calls in the UK and Australia. While roaming in Europe for one of the listed countries, you will be charged ¥295 (incoming call charge for roaming ¥195 plus incoming call charge for using Local (03) number + ¥100.).

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.

A. Go Mobile ships phones approximately three business days prior to your rental start date and you should receive the phone approximately two business days prior to your rental start date. If you do not receive your phone within the afternoon of two business days before your rental start date, please call us at (03-5405-2298) so that Go Mobile may assist you.

A. Go Mobile sends all phones to a designated address within Japan and cannot accommodate Airport pickup. 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: 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 be applied. 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. The phone that you have been provided is for the country that you are traveling to and will not work in Japan.

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. Phones are sent to all customers fully charged, so unless you have used the battery for a lengthy period of time you should not have to recharge your phone. If the phone is not fully charged, please e-mail us for advice. Please note that some chargers are not compatible to the voltage in Japan and recharging it may damage the phone.

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.

However, please do not dial through our Switch when roaming, as higher charges will apply (i.e. do not dial '1' and 'yes' before dialing).

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

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

A. Go Mobile provides voicemail for all countries with the exception of China. 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.

For the US, you may experience temporary problems with voicemail as our supplier is currently upgrading their systems. Go Mobile apologises in advance for any inconvenience that this may cause.

A. For overseas mobile phones, Go Mobile does not offer Internet or e-mail services. However, SMS (short message services between local mobile phones) are possible with all of our phones. Please inquire for the instructions and charges as they will vary from phone to phone and country to country. SMS's are not included as part of the 30 minutes (60 minutes for the US) included calls as these are message services and not phone calls.

A. Please follow the instructions in your manual. Please dial the "switch" followed by your country code and then the phone number. Should you choose to dial directly please note that higher call charges will apply.

A. You can use the phone outside the country that you ordered your service for. Go Mobile provides this service for some countries such as UK, Canada, US, and Hong Kong only.

A. All incoming, local and international calls will be charged at the rate of ¥195 per minute. Please note that higher charges will apply for calls made or received in countries not defined in the following list:

Andorra, Austria, Belgium, Channel Islands, Cyprus, Czech Republic, Denmark, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Isle of Man, Italy, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, San Marino, Slovak Republic, Spain, Sweden and Switzerland.

A. Roaming is provided as a supplemental service and all customers must order a phone for a particular country that we offer service. Please note that the 30 minutes (for the US 60 minutes for the first month) cannot be used as part of your roaming calls even if they are local calls while roaming.

A. Simply dial the local number - you do not need to dial 00 and the country code before the phone number.

A. The Go Mobile phone will have an international phone number and you will need to dial the international calling code followed by the country code for the Go Mobile phone and then the phone number. Please note that you will still need to dial this way even if two Go Mobile users are in the same roaming country as the phone numbers are for a country that differs from the roaming country.

A. For international roaming calls only please dial direct. If you do use the Switch please note that higher charges will be applied.

A. The same way if you were calling to that person if they were not roaming. Please dial the international dialing code, then the country code followed by the phone number.

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 3 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. 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: 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 (business hours: Mon. to Fri. 9:30am to 6pm). 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.