SoftBank is a company that offers mobile phone services including voice calls, data plans, and prepaid SIM cards for travelers. They provide different subscription plans like unlimited data or smaller data packages tailored to your needs. Customers can manage their subscriptions and see billing details online through My SoftBank. You might see charges from SoftBank if you have a mobile phone plan with them or use their global services while traveling.
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SoftBank allows online cancellation of subscriptions via their My SoftBank portal, which simplifies the process but may require navigating Japanese-only pages. There are potential cancellation fees and timing considerations related to contract terms that can add complexity.
Estimated Time
On average, it takes
15 minutes
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minutes to cancel a SoftBank subscription.
How to Cancel SoftBank: Step by Step
If you purchased through SoftBank's website:
- Visit the SoftBank cancellation page: Cancellation Page.
- Log in to your account by clicking the "My SoftBank" option.
- Navigate to the cancellation option and follow the on-screen prompts to complete your cancellation.
Tips & Tricks for Canceling SoftBank
- Cancel a day or two before leaving Japan; canceling on the day of departure is difficult.
- Visit a SoftBank store in person if online cancellation fails or links expire.
- Login to the My SoftBank portal and follow prompts carefully for cancellation or changes.
- Change your payment method first (e.g. to a home country credit card with a Japanese billing address) before initiating cancellation to avoid payment problems.
- Use SoftBank’s English Interpretation Center phone line (0120-666-595) to get help changing payment method and cancelling service if you face language barriers.
- Be persistent and refer to plan details that mention no disconnection fees to challenge or reduce cancellation fees.
- Expect and prepare for cancellation fees; pay off device installment plans fully if applicable.
- Phones bought new within last 2 years may be already unlocked; otherwise, request unlocking at store or unlock yourself after full payment.
- Allow time for cancellation process; final bills may arrive months later, and you might need to return borrowed equipment before cancellation completes.
- Do not rely on cancelling online at the airport or last moment; plan ahead and cancel service earlier to avoid stress and service interruption.
SoftBank Customer Service Info
If you need assistance, here's how you can get in touch with SoftBank's support team.
Cancel SoftBank Script
Script
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Dear SoftBank Customer Service,
I hope this message finds you well. I would like to formally request the cancellation of my subscription due to personal circumstances that require me to reduce my ongoing expenses. I kindly ask you to process this cancellation at your earliest convenience and provide me with a confirmation once it has been completed.
Thank you for your attention to this matter.
Best regards,
Frequently Asked Questions
SoftBank's cancellation policy requires customers to request contract cancellation at SoftBank shops or online centers. Cancellation fees may apply if customers received device price discounts or are within a two-year contract period, which automatically renews unless canceled during the renewal month. Customers must pay basic fees up to the cancellation month (sometimes pro-rated), fees for data or optional services, and any remaining device fees. There is an 8-day cooling-off period allowing cancellation with usage fees charged and device return required under certain conditions.
To cancel your SoftBank subscription, you need to log in to "My SoftBank" with your password to proceed with the cancellation online. If you prefer, you can also cancel in person at a SoftBank shop with your ID and SIM card. If you have forgotten your password, you can reset it at this URL: https://www.softbank.jp/support/faq/view/10849. So yes, your password is necessary for online cancellation but there are alternative options through physical store visits.
- Must be physically present at a SoftBank store to cancel service; remote cancellation is not allowed.
- Immediate service cut-off upon cancellation, causing inconvenience.
- Cancellation fee of ¥9,975 if canceling outside of the specified contract period.
- Payment complications if credit card name does not match account holder or if bank accounts are closed.
- Poor and unfriendly customer service especially reported at the Narita SoftBank store.
- Difficulty in advance cancellation or payment arrangements, especially when trying to cancel prior to leaving Japan.
- All cancellation forms must be filled out in person and by the customer themselves.
- No invoices sent abroad, making overseas payment challenging.
- Customers may be blacklisted for failure to pay cancellation fees.
- Problems with changing payment methods after leaving or during the cancellation process.
- Early termination fee considered inconvenient by many users.
SoftBank's subscription cancellation has some landmines to be aware of, notably an 8-day cancellation window after purchase where you can cancel but must return devices (except trade-ins) and pay prorated or full usage fees. Two-year contracts usually auto-renew, and canceling outside the renewal month often incurs cancellation fees especially if discounts were received on devices. Also, canceling related services or outside the 8-day window can lead to additional penalty fees or contract lock-ins, so you typically cannot cancel at any time without potential charges.
Before cancelling a SoftBank subscription, membership, or bill, be aware that you may incur contract cancellation fees or penalties, especially if cancelling outside the contract renewal month. You will lose access to all services covered by your contract, including flat-rate data services, optional services, and any specific content tied to subscriptions such as Filtering Services. If you received discounts on device prices, cancelling may trigger fees related to those discounts. Additionally, any remaining device fees or usage fees up to the cancellation date may still be charged. Note that there is an 8-day cooling-off period allowing cancellation without penalty, but you must return any devices and be aware that certain contract statuses may not be restored if porting numbers (MNP).
- Valid identification document (original required):
- Driver's license
- Residence card or Japanese passport with address
- Individual Number Card (My Number Card)
- Other government-issued ID (see SoftBank for full list)
- USIM card currently in use
- Account login credentials (My SoftBank ID and password) if cancelling online
- Contract or mobile phone number associated with the account
- Payment of outstanding charges and, if applicable, early termination (cancellation) fee (often ¥9,500 when canceling a 2-year contract prematurely)
- For proxy cancellations:
- Original signed authorization letter (委任状) from contract holder
- Proxy’s valid identification document (original)
- If family: documentation proving relationship (e.g., certificate of residence, health insurance card, family register extract)
- For minors:
- Legal guardian's consent form and identification
- For business contracts:
- Corporate seal or signature
- Business ID or employee ID
- Proof of company registration or seal certificate (issued within 3 months)
- Return of device and accessories, if required (especially within cooling-off period)
- Written notice with contract/phone details and cancellation intent (for mail-in or cooling-off period cancellations)
- Name of seller and date of contract/application (for cooling-off period cancellation)
We've actually written a step by step guide on how to get a refund from SoftBank. Check it out!
The Easiest Way to Cancel SoftBank
If you’re frustrated trying to cancel your subscription, membership, or bill from SoftBank—or if you didn’t even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or email account, and we’ll take care of the rest.
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Editorial Note: These articles reflect the opinions of Chargeback's writers. Everyone's situation is unique; therefore, it is important to conduct your own research and note that our self-help tools are not guaranteed to help with any specific problem.
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