SoftBank Global Rental ソフトバンク海外レンタル
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FAQs | Customer support | SoftBank Global Rental

Customer support

 

FAQs

General

Is there a minimum rental period?

The minimum rental fee is for 3 days, even if the phone is returned earlier.

How old do I have to be to rent?

If you have your own credit card, you can rent by yourself.

What is a SIM card?

SIM card is a portable memory chip used mostly in mobile phones. It contains information specific to the user, such as the phone number, phonebook, and pictures. SIM card can be switched easily from one mobile phone to another.

  • Intl mobile phone
  • My number phone
  • Local mobile phone
  • Smartphone
  • Roaming phone
  • Mobile Internet
Will the phone come with a battery charger and plug adaptors?

Yes. You will have a 100V-240V battery charger (and plug adaptors as needed) in you rental case.

Do you offer phones without camera functions?

Yes. Contact customer care for details.

How do I extend the contract?

Contact our customer care. We will change your return date. If we do not receive the phone back on the expected return date without a notice, we may have to disconnect the service.

  • My number phone
Do the price plans provided by SoftBank Mobile apply to rental contracts?

Any price plan provided by SoftBank Mobile do not apply to our rental plans except "My number phone". If you are using your own SoftBank number, contact SoftBank Intl Call Center at 092-687-0025 for details.

  • iPhone SIM
  • 3G SIM
What is the Conformity Certification of Radio Equipment?

Technical regulations conformity certification is to certify that specified radio equipment such as mobile phone, wireless LAN and business purpose radio used in Japan conforms to the technical standards under the Radio Law of Japan.

Payment

Do you take cash for payment?

No. Rentals can be paid by credit cards only.

What is a "pre-authorization"?

SoftBank Global Rental does not charge anything upfront on your credit card. Instead, we "pre-authorize" a certain amount per item, to cover possible call charges. A pre-authorization on a credit card means that the credit card issuer will make sure that the pre-authorized amount is left available on your credit line at all times, by freezing that amount. At the end of the rental, we will charge the invoice amount against your credit card as a regular sale. In the event that the charge was declined, then we will charge the invoice amount against the pre-authorization.

Do you accept a third party's credit card for payment?

Yes. If the payer differs from the rental contractor, we ask for the authorization form signed by the cardholder, which is attached to the booking confirmation email you will receive after the booking, along with a copy of the cardholder’s photo ID (passport or driver’s license).

What is a debit card?

Debit cards are issued by banks and allow you to make purchases directly from funds in your bank account. We cannot take debit cards or credit cards with debit function since debit cards treat an authorization as a charge and immediately reduce your funds.

When am I billed for the rental?

Billing takes approximately 1-2 weeks from the date of return. If the rental period spans two billing cycles, you may receive a second invoice for late calls that were not billed on the first invoice.

  • My number phone
Can the rental invoice amount be added to my existing SoftBank Mobile account and paid together?

Only the communication charge will be added to your existing SoftBank Mobile account when you use the My number phone. All other charges and fees related to the rental will be billed on your credit card.

Technical Support

  • Intl mobile phone
  • Local mobile phone
Will my phone have voicemail?

Voicemail service is not available. You can use a basic voicemail attached to the phone.

  • Intl mobile phone
  • My number phone
Does a rental phone display the phone number of the caller?

Though the rental phone has a caller ID display, you may occasionally receive the wrong information when it is an international call.

  • Intl mobile phone
  • My number phone
  • Local mobile phone
  • Smartphone
Will I be able to call toll free numbers?

Yes, but the regular call rate applies.

  • 3G SIM
What kind of mobile phones does the 3G SIM card take?

Only mobile phones from SoftBank Mobile Corp. and SIM-unlocked mobile phones from other Japanese carriers can be used with the 3G SIM card. Mobile phones from overseas carriers needs to be compliant with Japan's Conformity Certification of Radio Equipment. Customers are required to show the Certification mark that is either stored or affixed on the mobile phone at the time of pickup.
Please also verify that your phone is compatible with one of the following networks and frequency : WCDMA2100/ UMTS2100/ HSDPA2100.

  • iPhone SIM
How do I check the Certification mark on my iPhone?

[iOS6.0 or later]
Settings > General > About > Legal > Regulatory > Verify that your iPhone is compliant with Japan's Conformity Certification of Radio Equipment .

[iOS5.x or earlier]
Settings > General > About > Regulatory > Verify that your iPhone is compliant with Japan's Conformity Certification of Radio Equipment .

Emergency

What happens if the phone is lost or stolen?

Contact our customer care immediately upon the loss or theft of the rental item. You are responsible for all communication charges until we are contacted to disconnect the number. If it is a "roaming handset" or "my number phone", you must also report the loss to your service provider and disconnect the number.
Damages of lost or stolen items

What happens if I lost my credit card?

Contact your card issuer immediately and report the loss. You must also contact our customer care and provide another credit card. We will charge the invoice amount against the pre-authorization that we made on your first credit card and if not enough to cover charges, the rest will be charged to the second credit card.

What if the phone is damaged?

Contact our customer care. We will provide you with the replacement item if needed (to addresses in Japan only).
Damages of lost or stolen items

 

 

 

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