Complete Support

Don't worry if you are new to smartphones!
Leave the initial settings and operating instructions to J:COM

Customers with terminal + SIM

Leave the initial settings of your smartphone to us by remote control!

For customers who wish, we will guide you through the initial settings by remote control, so even those who are new to smartphones can use it with confidence.

Agency image diagram

Basic initial settings of J:COM MOBILE terminal *1

MNP line switching support (for customers switching from another company) *2

Google account and other app settings, etc. *3

Troublesome initial settings can be solved with free support!

① Phonebook migration
*A separate SD card is required.

I want to take over my friend's contact information as it is!

Supports phonebook migration

② LINE settings

Feel free to contact your family and friends!

Support for LINE migration and settings

③ Initial device settings

I don't know the initial settings

The operator
Remote support

  • Please prepare the password for the Wi-Fi modem in advance.
  • MNP line switching procedures are required. Learn more here.
  • If you already have a google account, please prepare in advance.

Our staff may not be able to handle the data migration from the old device or the takeover of the LINE account.

Leave the initial settings to our on-site support!

Customers who wish to use the service will be guided through the initial settings through on-site support, so even those who are new to smartphones can use it with confidence.

[Initial settings support (J:COM MOBILE)]

  • Applies to those who have newly applied for "J:COM MOBILE A Plan ST" (However, if you have SIM Card only contract, only APN settings/MNP switching/Wi-Fi settings can be used).
  • Visit settings are applicable to those who purchase a device at the same time as applying for a new "J:COM MOBILE A Plan ST."
  • Multiple lines can be applied only once at the time of new contract. Transferring data from an old device or taking over a LINE account may not be supported.
  • Taking over of LINE "talk history" is not eligible.

Free warranty

Within a certain period of time after purchasing the device, if it is a spontaneous failure, we will repair it free of charge. Please check the table below for the period.

  • If a certain period of time has passed after purchase, it will be charged.
  • For iPhone12/iPhone SE (3rd generation), please contact Apple.
Target terminal Android au Certified iPhone
(certified second-hand goods)
iPhone12
iPhone SE (3rd generation)
Free warranty period Within 1 year within 30 days Within 180 days
  • If you wish to rent a replacement device during repair, you can rent it for a fee.
  • There may be a charge depending on the analysis results by the manufacturer.

Repair Service Terms of Use

If you need to prepare for problems that are not covered by the free warranty or if you lose your device, we recommend using the paid option ``Anshin Device Warranty 48'' or ``AppleCare+ for iPhone'' for iPhone users.

Respond to any problems after joining

Enkaku support

Enkaku Support is a service that allows J:COM to resolve any problems customers may have and allow them to use "J:COM MOBILE" comfortably.

When you have a problem with email or Wi-Fi settings, etc., you can share your screen and solve the problem remotely.

Remote support

When you have a problem with email or Wi-Fi settings, etc., you can share your screen and solve the problem remotely.

Omakase Support Professional staff can be consulted any number of times!

Dedicated number support

You can consult the professional support staff as many times as you like!

Enkaku support

Support/Frequently Asked Questions

I want to know the initial settings

Start guide

I want to find out what I don't understand

mobile support

SIM Card customers

Easy! Cheap SIM that can be used immediately

For customers who wish, we will guide you through the initial settings by remote control, so even those who are new to smartphones can use it with confidence.

SIM image diagram

In addition to being able to set it up easily with the information included in the package at the time of delivery, detailed information is also available on the support site.

Click here for initial settings

The video also guides you through the initial setup.

Click here for iPhone

Click here for Android

You can also contact us by phone regarding the following.

Agency image diagram

Wi-Fi connection settings

Switching MNP lines (customers switching from another company) *1

APN settings (network settings) *2

  • MNP line switching procedures are required. Learn more here.
  • APN settings are also shown here.

eSIM customers

With eSIM, you can open your account in as little as 60 minutes * after applying.

eSIM image diagram

You can easily set up your eSIM profile by downloading it, and we also provide detailed information on our support site.

Click here for initial settings

The video also guides you through the initial setup.

Click here for iPhone

Click here for Android

If you apply between 10:00 and 18:00, the service can be opened in 60 minutes to several hours.
It may take several days to open depending on the time of application, congestion, and screening status.

You can also contact us by phone regarding the following.

Agency image diagram

Wi-Fi connection settings

Switching MNP lines (customers switching from another company) *1

APN settings (network settings) *2

Download eSIM profile

  • MNP line switching procedures are required. Learn more here.
  • APN settings are also shown here.

FAQ

Procedures such as contracting and changing models are cumbersome.

You can easily apply online. Visiting support is also available upon request.

You can apply for J:COM MOBILE online. You can complete the process from the comfort of your own home, so there is no need to go to a store and wait for a long time.

Once you receive your smartphone, you can receive free support if you wish. We will provide detailed instructions on how to use your smartphone, as well as the initial settings.

About initial setup support

  • Those applying for "J:COM MOBILE D Plan SIM Card" are not eligible.
I want to transfer data such as my phone book to a new smartphone, what should I do?

Solve difficult settings at home. Leave the initial settings of your smartphone to Enkaku Support!

J:COM MOBILE provides free support that provides detailed instructions on initial settings, migration of phonebook data, instructions on how to use the service, etc. for those who wish to do so.

Click here for details

Can I continue to use the email address I'm currently using on my J:COM MOBILE smartphone?

If you are using a free email service such as Gmail, you can continue to use it by logging in or setting up a new device.

Please note that if you are using an email address (domain) issued by some telecommunications companies, you will not be able to use it.

  • There are some services that allow you to continue using carrier mail even after canceling your carrier. Please refer here for details.

J:COM MOBILE does not issue email addresses, so we recommend that you switch to a free email such as G-mail in advance.

Can I carry over unused data usage?

Unused data traffic will be automatically carried over to the next month.

*The remaining amount is valid until the end of the following month.

If the upper limit is exceeded, the speed will be limited to 1Mbps or 200kbps depending on the plan you subscribe to. In addition to the data usage of your contract plan, you can also carry over any additional data usage you purchase to the next month.

Please check here for more information, including expiration dates.

Can I continue to use LINE on my new device?

By completing the appropriate settings and procedures, you can continue to use the service on your new device.

Regarding account migration (handover) procedures, security is regularly strengthened, so please check the latest information on LINE's official blog before proceeding.
(*Please note that settings may be required before changing the model)

How to transfer your LINE account (as of July 2017)

[About the amount including tax]

  • Consumption tax differences may occur due to changes in the consumption tax rounding method under the invoice system.