Please contact us as soon as possible.

In the case of lost Pocket WiFi, we will try to temporarily suspend it if the power is ON.
Please note that you will have to pay the lost fee first for us to send you a replacement.

Please follow the instructions below to submit the form for a lost or damaged Pocket WiFi device.

After logging into your "My Sakura Mobile" account, please go to the "Manage Plan" page
For information on how to get to your "Manage Plan" page, visit this article.

1) Once on your "Manage Plan" page, please select "Loss & Damage" (Refer to ① in the image below)

2) Your information will automatically be inputted. Please make sure that the Subject is "Loss and Damage" (Refer to ② in the image below)

3) Please write any information you feel would be helpful and necessary for us (Refer to ③ in the image above)

4) Once you have completed the form, please click the submit button (Refer to ④in the image above)

You will receive an email from us explaining the rest of the process.