FAQ：ANA Powered byTelecomSquare

How do I make a reservation?: Please make an online reservation or just call us.
You will receive confirmation by e-mail or fax 2 days before the day of use.
By the time you receive the confirmation of your reservation, your reservation will be completed.
Also, you can rent a phone at our airport counters except Centrair (Nagoya) and Haneda without reservation.

When is reservation deadline?: Reservation deadline is 3 pm of 1 day before your desired pick-up date (Japan Time).
But the deadline of courier delivery to Hokkaido, the north Tohoku area, Wakayama, Chugoku, Shikoku area, is by 3pm of 2 days before your desired pick-up date.
After the deadline, please rent at our airport counters except Centrair (Nagoya) and Haneda.
*Pick up at Haneda: Please make reservations by 3pm of 2 days before your desired pick-up date.
*Rental for Data Card (JP-ET) except Narita: Please make reservations by 3pm of 3 days before your desired pick-up date.

Can I choose a specific handset model?: Unfortunately, we can't guarantee the handset you want. We provide you with the best handset for your use.

Is it possible to get my mobile phone number before I use?: Yes. We notice your mobile phone number before your desired pick-up date by email or FAX.
■Free Pre-notice of number:
Airport pick-up・・・The phone number will be advised after 4 pm (Japan time) of 2 days before the scheduled pick-up date.
Courier delivery・・・The phone number will be advised after 4 pm (Japan time) of 3 days before the scheduled pick-up date.
Pay Pre-notice of number: If you would like to know your mobile number earlier, ¥315/day will be charged for extra days.

Is it possible to rent the same mobile phone number that I used last time?: We are sorry. The phone number varies whenever you rent.

Do you have any foreign language instruction manuals?: Yes, we have English and Chinese ones. Please tell us if you wish.

How much does it cost if I cancel a confirmed reservation?: There is no extra charge if you cancel 3 days prior to your desired pick-up date. However if you cancel after that, it costs ¥1,050/unit
If you cancel delivery which has already been shipped, the shipping fee is at your expense. Please contact us as soon as possible if you would like to cancel.

What should I do if my return date is changed?: Please call us if your return date is extended over 1 week, and we will reset your rental period.

What should I do if I want to extend the rental period?: Please call us and we will reset your rental period.

What is "Anshin Hosho"?: It is our original insurance service in case of loss, damage and theft.
Click here if you want more details.

Where do I pick-up?: You can pick-up your phone at our airport counters.
Also, we can directly deliver to your home or hotel in Japan. (The shipping fee is at your expense.)
・Delivery fee: Honshu(Mainland) ¥800 Other areas ¥1000).

Where do I drop-off?: Please return to our airport counters. If you return by courier delivery, the shipping fee is at your expense.

Can I pick up my phone at an airport and return it at another?: Yes. And you can also change the return method to courier delivery. (The shipping fee is at your expense.)

What if I have forgotten to return?: Please send back the handset and charger to our Narita Airport Branch. (The shipping fee is at your expense.)
Telecom Square, Inc.
PB 012, Second Parking Building, Narta Airport,
1-1 Furugome, Furugome-Aza, Narita, Chiba, 282-0004, Japan
TEL: 0467-34-8686

How much does a rental fee cost?: Basically, we charge rental fee by the day and charge call usage.
Optionally, you can select insurance service("Anshin Hosho").
We do not take a minimum charge and a handling fee.

What is the "minimum charge"?: It is a minimum call charge even if you do not make a call.

If I rent your mobile phone today at 3 pm and return it tomorrow at 10 am, is the rental fee for 1 day?: No, it isn't. Rental fee is counted by the day. In the case above, the rental fee is for 2 days.

If I return the mobile phone later than a deadline, is there any additional charge for the delay?: We charge you for the extra delay by the day, but there is no more penalty charge.
We only charge for the total rental period. Please call us if you would like to extend the rental period.

What is "per minute charge" and "per second charge"?: Per minute charge is rounded up by the minute. Per second charge is rounded up by the second.
It's said that the total amount of per second charge is about 20% cheaper than per minute charge.

How do I pay?: We only take credit cards: VISA, MASTER, AMEX, DINERS, JCB, JACCS.

When do I pay my bill?: The payment depends on service plan and returning location as follows;
1. Airport counters: When you return the mobile phone, at the airport counters Narita, Kansai, and Fukuoka;
In case of other airports, it takes about 1 week after return.
2. JP-1 plan and JP-4 plan: It takes about 10 days after return irrespective of returning location.

Can I pay by cash at the airport?: We don't accept payment by cash. We only take credit cards.

Is it possible to pay by a credit card different from the one when I applied?: We accept if the name of the applicant is identical.

What is "timer count billing"?: It is a charging system that call usage is counted by handset-embedded timer.

Can I get an itemized bill?: If you rent JP-1 plan or JP-4 plan, you can get an itemized bill as an optional service for ¥315/unit.

Can I get a copy of my receipt?: You can get it when you return the mobile phone.
If you rent JP-1 plan or JP-4 plan, we will mail you the receipt later.

Will my call record be deleted after return?: Yes, we delete all records such as call record and memory.

Is it possible to use in all places of Japan?: Yes. Basically, there is no problem, but there may be some places such as mountain area, underground, tunnel and high building vulnerable to radiowave.
We will check the network if you tell us the places you would like to go to.

Can I make a 110 emergency call and get a 104 directory assistance from my mobile phone?: Yes, you can.

Can I make an international call?: You can make an international call from JP-1, JP-2, and JP-4 plans.
JP-5 plan doesn't provide international call but can receive incoming international call.

Can I use voicemail service?: Yes. There are two kinds of voice service: voicemail and voice recorder.
Please refer to the user's manual for more details.
・Voice recorder: for free
・Voicemail: JP-1 and JP-4 plans, ¥315/unit

Is it possible to show my number to the person who I call?: Yes, your handset sends your phone number in default.

Can I contact you in any other languages?: Yes, you can. We provide technical support in English and Chinese.

What should I do if my handset is lost or stolen?: Please call us immediately, so that we can bar the line.
We can arrange to deliver a substitution phone to your home or hotel if you want.

What if there is unauthorized usage before barring in case of theft or loss?: The customer is reponsible for all calls made on the stolen or lost rental phone until the theft or loss is reported to us.

ANA domestic mobile phone free rental service