Customer Support Team
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How do I activate my Japan SIM card?
You can activate your SIM card as soon as you arrive in Japan. After inserting the SIM card into your device, it needs to be configured before you can use it. To activate your Japan SIM card, follo...
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Where can I exchange my train ticket QR code for the physical ticket?
If you have purchased train tickets with us and received an e-voucher for the tickets, you can exchange the e-voucher at different locations across the area covered by our available routes. Your ...
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What are the rules to follow when staying at a house?
Shoes: The Japanese take their shoes off in the entrance area (genkan), where they swap shoes for slippers. (The special slippers for the toilets should not be used in other parts of the house.) W...
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Can I combine a tour with another Japan Experience product, a house for example?
Yes, approximately one-third of our tours feature our houses, as seen in our Japan Family tour. However, if you'd like to create a tailor-made itinerary that incorporates various other Japan Experi...
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What to do and see in Tokyo
Tokyo is a unique capital city. While it boasts the highest population in a city in the world, at 13 million inhabitants, Tokyo manages to keep a relaxed feel and a serene atmosphere characteristic...
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Translating apps you can use in Japan
In the case that there are no English words to help you orientate yourself or even to order from a menu when the restaurant doesn't have an English version, We would recommend downloading an app th...
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Popular matsuri (Japanese festivals) to attend when travelling in Japan
With many national and regional festivals happening throughout the year, you will always have a chance to experience seeing a matsuri during your visit to Japan! Given how deeply spiritual Japan is...
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Useful train timetable websites and apps
You can find Japanese train routes and check timetables easily on a variety of websites and apps. Here are a few that we recommend: Hyperdia: this website doesn’t provide any train times, however...
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Update payment method
On our website we offer two payment methods: Payment by credit card Payment by bank transfer If you would like to change or update your payment method after validating your order, please contac...
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Pocket Wifi - How to cancel and refund
If you need to cancel your pocket wifi rental, please contact us through our online contact form as soon as possible. To obtain a refund, we need to be notified of the cancellation at least one wee...
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