This is the Terms and Conditions for using H2O Wireless Japan.
Please read carefully before filling out the application form.

SIM Card

The billing cycle is every 30 days starting from the activation date.
Monthly AutoPay will be set with the credit card you have provided. If you would like to make any changes, please contact us.
Prices might change during promotions, sales, etc.
Please make sure to use it on compatible devices.
We are not responsible for any devices, hardware, and software damages.

Defected SIMs

We are responsible for replacing the defected SIM for free if all conditions (1-6) are fulfilled.
If the conditions are not met, $30 will be charged to send a replacement. ($20 for SIM + $10 Shipping)

1. Within 14 days of activation
2. Your device is compatible with our service
3. No damage to the SIM (No water damage, severe scratches, nor bent)
4. You have already contacted us and we have tried to fix the problem
5. You have (or at least tried) used the SIM
6. There was an error during activation

H2O Wireless Japan

Activation

Your service will start on the date of the activation day you have requested.
Starting date cannot be changed after the activation. Your service, activation fee, monthly plan fee, and other costs are NOT refundable.
If you would like to change your starting date, please contact us to receive another SIM card. We will send you a new SIM card for $10 (including shipping).

Payment

For long term, AutoPay (Automatic Payment) will be set with the credit card/debit card (VISA, MasterCard, American Express, Discovery and JCB) you have provided. It will be charged 29 days after the activation date, then every 30 days after.
If the card gets declined, the service will stop the next day (Emergency call is still available)
We are not responsible for any credit card/debit card problems. If you have any problems, please contact your card provider.
Our service is pre-paid. We will not be able to refund under any circumstances.
The payment will be billed from “h2o wireless”.
Please note that h2o wireless does not provide invoices, usage statements nor billing statements.

Taxes and Fees

Beginning on May 1, 2019, you are responsible for paying all required taxes, fees and surcharges.
By activating our service, you expressly agree to pay all applicable taxes (federal, state, local statutes, etc.) and fees.
Upon activation, you expressly agree to pay all applicable taxes and fees.
Taxes and fees are calculated by the zip code associated with your H2O account.
It is your responsibility to provide your accurate zip code upon payment for H2O services so that the taxes and fees that you owe can be properly calculated, collected, and submitted on your behalf.
Taxes and service fees will be charged with every payment.
We are not responsible for the payment of any and all increases in the taxes and fees that you owe.
If you are providing us a foreign address, your taxes and fees will be calculated with your phone number’s area code.

Coverage Area

Coverage maps show coverage on the network.
Before activating your SIM, please check the coverage map from
Coverage may vary and be affected by circumstances beyond our control (network capacity, interference from building and other structures, terrain, and weather).
We do not guarantee the availability of the wireless network and/or coverage. We will not accept returns nor give you a refund.

Available Services

Calls within the United States
Text messages within the United States
International text messages
Data
Voicemail
HotSpot (Available only for $60 plan)
Visual Voicemail
3-way calling, call forwarding, call waiting

Non-available Services

All services outside of the United States
Roaming within and outside of the United States

Quality of Service

We do not guarantee the availability, quality, or data speeds of any services when on the network of our underlying carrier or when roaming on another carrier’s network.

International Calls & Texts

All international calling is provided by EBB Connect, Inc. (“EBB”). For service issues, please contact EBB at support@ebbconnect.com.

Caller ID might not work on international calls.
International calling rates are different for each country. Please visit https://h2owirelessjapan.com/international-call for more details.

International calls will use international credit, which is refilled automatically every 30 days.
You can also refill international credit if you need more.

International credit will not be used for calls to landline for some countries.
International credit will not be rolled over.
International text might not be available for some devices.

Data

Maximum download speed is 8Mbps(LTE)/4Mbps(4G).

Data speed varies based on the connection, device and simultaneous voice/data sessions.
Data service is up to 4G LTE speeds for your prepaid monthly plan allotment. Then speeds are reduced to up to 2G for the remainder of the plan cycle.

We may temporarily limit your services for any operational or governmental reason.

We are not responsible for your data usage.

HotSpot (Tethering)

HotSpot is only available for $60 plan

HotSpot data will be used from your data plan
Data service is up to 4G LTE speeds for the $60 plan allotment. Then speeds are reduced to up to 2G for the remainder of the plan cycle.

HotSpot can only be used for some smart devices.
iPhone (iPhone 6 or newer), iPhone 5S – A1532, iPhone 5C – A1428, iPhone 5 – A1533, iPhone 5 GSM, and some Android devices)

Visual Voicemail

Visual Voicemail will allow you to check voicemail without making any calls.
You can view a list of messages in an inbox-like interface, listen to them in any order, and can delete them as desired.
Visual Voicemail can be used for all users who activated after November 1, 2019.
Please contact H2O customer service if you activated your SIM before November 1, 2019.

Visual Voicemail can only be used for some smart devices.
iPhone (iPhone 6 or newer), iPhone 5S – A1432, iPhone 5C – A1428, iPhone 5 – A1533, and iPhone 5 GSM)

MMS and FaceTime on iPhone

Only the following iPhone devices can currently be used on the network for MMS & FaceTime.

iPhone (iPhone 6 or newer), iPhone 5S – A1432, iPhone 5C – A1428, iPhone 5 – A1533, and iPhone 5 GSM)

Changing Monthly Plan

When you change your plan, the service will be terminated immediately.
You need to enroll into another plan in order to use our service again.

If you need to change your plan within 30 days of activation, please call/email us.
East Coast: Yellow Mobile Chicago (12:00p.m.-6:00p.m. CT)
224-875-7547 / cs@yellowmobile.us
West Coast: Yellow Mobile Costa Mesa (12:00p.m.-6:00p.m. PT)
714-435-8888 / cs@yellowmobile.us

If you need to change your plan after 30 days of activation, please call the H2O Wireless Japan Customer Service.
TEL: 1-877-890-5001
1. Press 4 as soon as the automated voice system announces “Thank you for calling H2O Wireless.”.
2. Press 3 as soon as the automated voice in Japanese.
3. Press 6 as soon as you hear the next automated voice system in Japanese.
4. You will be connected to an operator (Operators are bilingual in English and Japanese).
HOURS: 12:00p.m. – 8:00p.m. (ET) – Weekdays ONLY (Closed on New Years Day, Independence Day, Thanksgiving and Christmas Day)

Changing Credit Card

If you need to change your credit card within 30 days of activation, please call/email us.
East Coast: Yellow Mobile Chicago (12:00p.m.-6:00p.m. CT)
224-875-7547 / cs@yellowmobile.us
West Coast: Yellow Mobile Costa Mesa (12:00p.m.-6:00p.m. PT)
714-435-8888 / cs@yellowmobile.us

If you need to change your credit card after 30 days of activation, please call the h2o customer service.
TEL: 1-877-890-5001
1. Press 4 as soon as the automated voice system announces “Thank you for calling H2O Wireless.”.
2. Press 3 as soon as the automated voice in Japanese.
3. Press 6 as soon as you hear the next automated voice system in Japanese.
4. You will be connected to an operator (Operators are bilingual in English and Japanese).
HOURS: 12:00p.m. – 8:00p.m. (ET) – Weekdays ONLY (Closed on New Years Day, Independence Day, Thanksgiving and Christmas Day)

Service Cancellation (for Short Term)

For Short Term (Less than 30 days)
The service will automatically stop after 30 days so you don’t need to call to cancel.
The service will be available until 11:59p.m.(CT) on the cancellation date.
We do not keep your phone number once the service is cancelled.
The SIM card will deactivate once the service is cancelled.

Service Cancellation (for Long Term)

For cancellation, please call 1-877-890-5001 seven (7) business days before the next cycle starts, and follow the automated voice guidance to cancel the AutoPay.

You cannot cancel within 30 days of activation.

We will not be responsible for cancelling the service.
The service will be available until 11:59p.m.(CT) on the cancellation date.
We do not keep your phone number once the service is cancelled.
The SIM card will deactivate once the service is cancelled

Compatible Devices

H2O wireless service must be used with compatible devices.
– Unlocked smart phones or cell phones
– WCDMA(3G) 1900MHz(B2) 850MHz(B5) ***
– LTE 1900MHz(B2), 1700/2100MHz AWS 1(B4), 850MHz(B5) and 700MHz(B17)

*** If not all requirements are met, you might not receive any service in certain area.
*** We are not responsible for devices which are not purchased from us.

Other Services

For any questions regarding the service, please contact H2O Wireless Japan Customer Service.
Customer Service in Japanese and English
TEL: 1-877-890-5001
1. Press 4 as soon as the automated voice system announces “Thank you for calling H2O Wireless.”.
2. Press 3 as soon as the automated voice in Japanese.
3. Press 6 as soon as you hear the next automated voice system in Japanese.
4. You will be connected to an operator (Operators are bilingual in English and Japanese).
HOURS: 12:00p.m. – 8:00p.m. (ET) – Weekdays ONLY (Closed on New Years Day, Independence Day, Thanksgiving and Christmas Day)
You can follow the automated voice guidance to check usage, add International credit, set voice mail and cancel AutoPay at any time.

Other Disclaimer

We do not repair broken software and hardware.
We do not recover any data loss.
Upon purchasing our SIM card, you are responsible for all risks of loss, theft, damage or destruction of your device and the SIM card.
In the event of any loss, theft, damage, or destruction of your device, you are responsible for purchasing a replacement device and a SIM card at your expense.
You cannot return the SIM card that has already been activated.
The service will automatically disconnect if the SIM card is swapped within 30 days from the activation date.

Upon purchasing our SIM card, we are not responsible for any software issues.

We are not responsible for third-party content and applications, including download, installation, use, transmission failure, interruption, or delay, or any content or website you may be able to access through the content and applications.
For more details for H2O Wireless Terms and Conditions, please visit: https://www.h2owireless.com/terms-conditions

Details of service might change without any notice.