Below are some common questions our customers have asked.
If the information below does not answer your question,
please use our contact form.

USING THE BRASTEL CARD

1. Can I use it from any phone?

   Yes. The Brastel Card can be used from fixed, mobile or public phones. The access phone number or the prefix you dial depends on the type of phone you use. For more information please check our rates, how to use from Japan and from other countries pages.

2. Can I use it from other countries?

   Yes. depending on the country we provide international access numbers. For more details, please see how to use from other countries. Recharges can be made from other countries only with credit cards issued in Japan. The first credit card recharge, however, must be made in Japan.

3. Can I place domestic calls with it?

   Yes. If you would like to place a domestic call, please enter the destination number including the country code. For example, if making a domestic call within Japan, dial the country code 81 followed by the phone number dropping the first zero.

4. Are domestic charges included?

   When you call from Japan, domestic charges are included when using 0091-20 prefixes, IP Access, or our Free Dial access numbers. Free Less calls do not include domestic charges to the access point.
   
   International Access numbers are toll-free, except where noted. There have been a few cases, however, in which our customers have been billed for domestic charges even though the access numbers are toll-free. Some hotels, mobile phone companies or public phones may charge for domestic calls or connection fees. For further details, please contact your hotel management or local carrier.

5. Do I need to pay connection and maintenance fees?

   No. We do not charge any connection or maintenance fees.

6. Do I need to get a new card after I use all my credit?

   No. The Brastel Card can be recharged at convenience stores, at authorized recharging points, or with credit cards issued in Japan.
   
   Recharging your card has many advantages. You can register your phone number and the numbers you call frequently to shorten the dialing procedure; you can register your personal information so that we can issue a new card and change your PIN if you lose your card; and you will not waste any remaining credit on your card.

7. Does my credit expire?

   Your credit will expire one year after the last use or recharge. Expired credit is not refundable.

8. Do I need to register my personal information with Brastel?

   It is not required, but we recommend that you do. Registering your personal information will allow us to give you a more personalized service, besides speeding up the personal identification process in case you lose your card or forget your PIN. Brastel will not share, sell, trade, or reveal your personal information to third parties.

9. Can I place two or more calls at the same time?

   The same access code cannot be used to place two or more calls simultaneously. You must end a call in order to place a new one.

RECHARGING THE BRASTEL CARD

1. How many times can I recharge my card?

   At convenience stores or at authorized recharging points, you can recharge it as many times as you need. If you pay with coupons, please hand to the store's clerk only the number of coupons you would like to pay for.
   
   By credit card, for security reasons there is a daily and weekly limit concerning the amount you can recharge. The limit can be increased upon request and verification. Please contact our customer service for inquiries.

2. How long do recharges take to be reflected on my card’s balance?

   All recharges are processed within five minutes, but some may take longer depending on network conditions between the store or credit card company and Brastel. If you feel that your recharge is taking too long or has not been processed properly, please contact our customer service. Having a copy of your receipt will be helpful.

3. Can I recharge my card outside Japan?

   You can use credit cards issued in Japan from any PC with internet access, but the first credit card recharge must be made in Japan. When you recharge your card by credit card for the first time, you need to call an automatic answering service to confirm your phone number in Japan.

RATES

1. Why are there different rates? Which one should I use?

   In order to offer each of our customers the best possible rates, we have different access numbers/prefixes for each phone type and location.
   
   Rates to the same destination may differ depending on your location and the type of phone you call from. To know which access phone number or prefix is best for you, please see our rates page and select the country and type of phone you will call from, and the destination. You'll see all the available rates from your phone. Please note that Free Less rates do not include domestic charges to the access point.

2. Are the rates the same 24 hours a day?

   Yes. Rates are the same 24 hours a day, any day of the week.

3. If I speak for less than one minute, will I be charged for a full minute?

   No. Call times are charged in six-second increments. For example, if the rate per minute is ¥10, for each six seconds you call you will be charged ¥1; or if the rate per minute is ¥5, you will be charged ¥0.5 for each six seconds.

TIPS AND TROUBLESHOOTING

1. How can I shorten the dialing procedure?

   You can register the phone number(s) you will use to place your calls on your Brastel Card. By registering, you will skip language selection and access code dialing making the dialing procedure faster.
   
   Another available feature is Speed Dial, where you can store the numbers you call the most (up to 99 numbers) and shorten dialing to one or two digits. Click here for more information.

2. If I register my phone number on my card, can I use a different card from my phone?

   Yes. If you register your phone number on your card, our system will recognize your phone and will not prompt you to enter your access code. If you wish to use a different card, dial the prefix 0091-20-22, or dial 184 before the access phone number; if you use the Free Less number in Tokyo, for example, dial 184-03-5750-7802.

3. I can’t make Smart Pit payments. Why?

   This usually happens when you have not made any Smart Pit payment for more than three months. To reactivate your card's Smart Pit payment system, dial:
   
   

   + Access Code

   If you cannot dial 0091-20 prefixes from your phone, dial 0120-557-100 and follow the voice guidance. You can also reactivate the Smart Pit payment system from My Account.

4. What do I do if I lose my card?

   Please call our customer service. Upon personal identification we will issue a new copy of your card and change your PIN. Please note that if you have not registered your personal information with us and we are not able to identify you, we will not issue a new card and we will not refund any remaining credits on your lost card.

5. What do I do if I forget my PIN?

   Please call customer service. Upon personal identification we will ask you for a new PIN. Please note that if you have not registered your personal information with us and we are not able to identify you, we will not change your PIN and we will not refund any remaining credit on your card.

6. Why was I billed by NTT when using IP Access through my Yahoo! BB phone if in the website it is written that domestic charges are free?

   For some reason, you may have lost connection with Yahoo! BB, or there was a problem with your modem and the call went through your NTT line. To make sure the call is going through your Yahoo! BB phone, check if the “BB phone” lamp on the modem is green or if when dialing the IP Access number you hear a “pu-pu-pu” sound twice.

7. I’d just recharged my card but when I’m calling, a message tells me that I don’t have enough credit. Why?

   Your phone may be registered to a card with insufficient credit to place a call. Please call using the access code of the card you have recharged using the 0091-20-22 prefix, or by not sending your caller ID. Please contact customer service if you need any assistance.