Support - Pocket Wifi
Everything you need to get started easily: instructions for setting up your device, answers to common questions, and quick solutions to the most common technical problems.
Initial setup
No configuration required:
The Pocket Wifi is shipped ready to use , without the need for any further settings.
Each device is functionally tested before shipping and comes with a fully charged battery (100%) , so you can start browsing right away, as soon as it arrives.
User manual
Download the Pocket Wifi user manual here .
Frequently Asked Questions
What dates should I enter when booking?
When booking you will be asked to indicate the departure date from Italy and the return date from Japan .
Please enter the dates accurately: this allows us to better manage the shipment of your Pocket Wifi and guarantee delivery on time.
If you have stopovers or will only be staying in Japan for part of your trip, contact us : we'll be happy to help you set the dates that best suit your needs.
When will I receive the Pocket Wifi?
The Pocket Wifi is shipped 7 days before departure using the method chosen at checkout:
Home delivery with UPS 📦 or collection at a locker or InPost Point 📍
🕒 Returns must be made within 48 working hours of receipt , using the return label included in the initial shipment.
In some cases, the label may be sent later via email.
✉️ Outbound shipping and returns are always free.
How many devices can I connect it to?
The Pocket Wifi supports up to 11 devices connected simultaneously.
How long does the battery last?
🔋 Battery life :
- 12 hours with intensive use
- 24 hours with moderate use
Troubleshooting
I just arrived in Japan but my Pocket Wifi won't connect to the internet: what should I do?
If you've just arrived in Japan and your Pocket Wifi isn't connecting to the internet, you may need to re-enter some settings.
If you don't see 4G or 5G next to the signal bars, proceed as follows:
- Press “Menu” (3 horizontal lines) at the top left
Select “Communication settings”
- Select “APN”
- Press the 3 black dots at the top right
- Press “Add”
- Fill in the “Name” (RAKUTEN) and “Access Point Name” (rakuten.jp) fields. You do not need to fill in the other fields. Please note that upper and lower case is used.
- Press “Save”
- Select the RAKUTEN item you just created and the 4G or 5G logo will appear next to the signal bars in the top right.
At this point the connection is active.
I have a good signal, but the internet isn't working. Why?
Japanese mobile networks can be extremely congested , especially due to the current influx of tourists, which is putting pressure on the telephone infrastructure.
If your Pocket Wifi shows at least two bars of signal and the words 4G or 5G , but the connection is slow or unstable, the network is likely overloaded .
You can try restarting your device , but this is a temporary solution . The situation usually resolves itself automatically when the number of connected users decreases , or by changing regions .
This type of problem can occur more easily in very crowded areas such as Tokyo, Osaka or Kyoto .
The device does not turn on.
Connect your device to the charger and let it charge for at least 10 minutes .
Next, press and hold the Power button for 10–15 seconds .
If your device still won't turn on after these steps, please contact us at info@infinite5g.com — we'll be happy to help.