Losing internet access while traveling abroad can be stressful. However, most connectivity issues can be resolved with a quick check of your phone’s settings. This guide provides a troubleshooting checklist and information on how to contact support if you need further assistance.

1. [CRITICAL] Troubleshooting Checklist

Most connection problems are caused by simple setting oversights. Please check the following in order:

• “my Rakuten Mobile” Settings: This is the most common cause. Log in to the “my Rakuten Mobile” app and ensure that “International Roaming” is turned ON. If it is OFF, you cannot connect to mobile networks abroad.
• Data Roaming: Check your phone’s general settings and ensure “Data Roaming” is turned ON.
• Airplane Mode: Toggle “Airplane Mode” ON, wait 10 seconds, and turn it OFF. This forces your phone to re-scan for available networks.
• Manual Network Selection: Go to your network settings, switch from “Automatic” to “Manual,” and try selecting a local carrier manually from the list.
• APN Settings: Visit the official Rakuten Mobile website to confirm that the APN settings for your destination are correct.

2. Still Not Working? Other Factors to Check

If the steps above do not solve the issue, consider the following:

• Data Speed Limits: Have you exceeded the monthly 2GB data allowance for international use? If exceeded, your connection will not stop, but the speed will be throttled to 128kbps. It may feel like you are disconnected because the speed is extremely slow.
• Restart Your Device: Simply restarting your phone can often resolve temporary system glitches.

3. Need Professional Help? Contacting Support

If you cannot resolve the issue yourself, visit the “Contact” (お問い合わせ窓口) page on the official Rakuten Mobile website and select the best option (Chat or Phone) for your situation. ※Support is primarily available in Japanese, but options for English inquiries are also provided.

• Chat Support: The “my Rakuten Mobile” chat is staffed by operators from 9:00 AM to 11:00 PM (JST). Outside of these hours, an AI assistant is available.
• Tips for Phone Support: If you have trouble getting through, try using the “Rakuten Link” app or “Viber” to make the call, which may help with connectivity and potential costs.

4. Preparation Before You Travel

1. Update Your OS: Ensure your phone’s operating system is fully updated before you leave.
2. Download Offline Maps: Save your destination area in Google Maps for offline use.
3. Save Configuration Guides: Take screenshots or bookmark the “Overseas Roaming Setup Guide” from the Rakuten Mobile website.

Summary: Stay Calm and Check Your Settings

Most connection issues abroad occur because international roaming is disabled in the app. Always start by checking your “my Rakuten Mobile” settings first. If the problem persists, contact support through the official website.

*Information is current as of August 2026. Always check the official Rakuten Mobile website for the latest service conditions and setup procedures.

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