FAQ
Find the frequently asked questions we get.
If you have further questions you can always contact us via Customer Support.
- Fill out ‘Why are you returning this item?’ on another side of this paper.
- Put everything in the envelope that comes along with your package.
- Seal the envelope with tape.
- Drop the return envelope in red postal boxes (Free).
NOTE: Before returning, we advise you to take a photograph of the item for the records.
- Fill out ‘Why are you returning this item?’ on another side of this paper.
- Seal everything in your box/envelope (Can't use Mash-up R’s envelope).
- Ask for Cha-ku-ba-rai -Tak-kyu-bin (Cash on delivery) from the cashier, fill out a waybill paper to this address.
- Address to: [ 111-0053 Tokyo, Taito-ku, Asakusabashi 3-4-4, Yamada Building 2F, Mash-Up R Co.,Ltd. Tel. 03-58295955 ]
- Give the package and waybill paper to the cashier. Please wait and keep your waybill's receipt.
NOTE: The delivery fee is FREE but not included a box/envelope cost if you buy.
Pocket WiFi can instantly start using after you on the device. SIM card is required to set an APN after insert SIM card (Setting instruction is written on your customer info pamphlet).
You may be required to submit identification documents, such as a Resident card or a passport.
Termination fee will be charged 5,000 yen to your Smart Pit number.
Please wait until the data capacity reset date which is around 31-1 of every month.
1. Turn off the device, take out the SIM card, insert the SIM card and turn on the device again.
2. Try to move and connect in different locations.
3. Check your outstanding payment. If you did not make a payment on time, please complete the payment and your internet will re-achieve within 3 business days.
*If you still can not use the internet within 5 days, please contact Mash-up R’s support channels to inspect causes.
*If there is an error in the hardware or software, you will get a free replacement. However, in case of damage from the user, a replacement fee will be charged (depending on the product).
The contract minimum usage is 4 months.
You can choose from 3 available payment methods.
(A.) Smart Pit Card at convenience store (Recommend)
(B.) Auto-Debit
(C.) Bank Transfer
After you decide to stop using, you must return the POCKET WIFI & SIM CARD to our company.
*Please contact Mash-up R’s support channel once you have decided the cancellation date.
*Please be aware and return before your next month's bill (every 25th of each month).
For example:
- Cancel on 1st January, your last bill is January's and must return before 25th January
- Cancel on 26th January, your last bill is February's and must return before 25th February
You can request to check your internet data capacity by messaging the Mash-up R’s support channels. (The request may take 1-2 days for examination)
Option 1: Transfer to your friend
To transfer, inform our Facebook page or seller to change the ownership of the sim/wifi plan.
NOTE: They don't need to make new contract or pay initial fee of sim/wifi
Option 2: Return item
Return Product to cancel. See full information of your item box or go to FAQ > Return and Exchange and choose your option.