| Questions | Answers |
| 1-1
What is the phone number for the HCO? |
The telephone number for the HCO is 03-6757-1038 (automated voice guidance). It is recommended to ask questions via email other than telephone. Since phone lines are limited, it will take long time to talk to an opretor. Please see "Assistance for Various Issues" in HCO website for the email addresses. |
| 1-2
What are the operating hours of the HCO? |
The HCO operates 9:00 to 18:00 (9 a.m. to 6 p.m.) daily all year (including weekends and holidays), and is closed at night. |
| 1-3
Are HCO staff from the Ministry of Health, Labour and Welfare? |
The HCO is operated by a company under contract by the Ministry of Health, Labour and Welfare. |
| Questions | Answers |
| 2-1
What am I supposed to do before and after entering Japan? |
Anyone entering Japan from any region of the world must follow the instructions described below.* Instructions are subject to change. Check the website for the most recent updates. https://www.mhlw.go.jp/stf/seisakunitsuite/bunya/0000121431_00209.html
Even if the result of the COVID-19 test you take at the Quarantine Office is negative, you are still required to stay at your registered accommodations for designated quarantine period, and to have your health condition monitored by the HCO and/or other officials.Please refer to the website of the HCO for details. https://www.hco.mhlw.go.jp/en/ |
| 2-2
Can one person in a family or a group represent other members for e-mail address registration? |
If you are traveling with family members or in a group, you will still need to provide a separate e-mail address for each person. (For children 12 years of age or younger who don't have their own, a parent/guardian's e-mail address can be used.) |
| 2-3
Will a written Pledge be available to sign at the airport upon arrival if I cannot print the document prior to my departure? |
We recommend that you download and print the latest version of Pledge from the Ministry of Health, Labour, and Welfare website and complete it prior to landing. Copies will be available in aircraft and/or at the airport if required. https://www.mhlw.go.jp/stf/seisakunitsuite/bunya/0000121431_00249.html |
| 2-4
What if I do not sign the written Pledge? |
You will be required to stay at an accommodation of the government for the designated quarantine period. |
| 2-5
If I have a valid vaccination certificate and a negative test result for COVID-19, can my quarantine period be shorten? |
There are terms and conditions. Please see below for details. [About shortening the quarantine at home or in the accommodation] https://www.mhlw.go.jp/content/000903661.pdf |
| 2-6
How can I upload my test result notification or certificate of negative test result, etc.? |
You can upload the testing certificate from the Health and Location Monitoring App for Overseas Entrants（MySOS). [Submission of Negative Testing Certificates] https://teachme.jp/111284/manuals/15029594/ |
| Questions | Answers |
| 3-1
Can I use public transportation during the designated quarantine period? |
You will be violating your signed Pledge if you use public transportation (such as trains, buses, taxis, domestic flights, and passenger ships) during the designated quarantine period. Please do NOT use them even to get to your accommodations from the airport where you entered Japan. ※ Public transport may be used in some cases, if specific requirements are met. Please see the explanation at this link. |
| 3-2
Can I leave my accommodations for traveling or dining/eating out during the designated quarantine period? Can I go to my place of work? |
In the written Pledge you signed upon arrival, you pledged to remain at your home or other accommodations for the designated quarantine period. Please refrain from going out for any non-essential reason such as traveling, dining/eating out, or going to your place of work. |
| 3-3
Can I visit a hospital for medical care during my quarantine? |
Please consult with the Quarantine Station at the airport where you landed, or with the local Public Health Office or COVID-19 call center in the area where you are staying. |
| 3-4
Is reporting my health condition and location information mandatory? I am concerned about disclosing personal information. |
When you enter Japan you are required to pledge to report information including your health condition and location. Anyone who violates the written Pledge (failing to report health condition or location, etc.) without a valid reason may have their name publicly disclosed (in the case of foreign nationals, name and nationality), as well as other information to help prevent the spread of infection. Foreign nationals may be subject to revocation of their status of residence and deportation under the Immigration Control Act. |
| 3-5
During my quarantine I developed some symptoms. I have already reported my condition to the HCO. Who should I contact next? |
Promptly contact the local Public Health Office or local government's 24-hour COVID-19 call center. You can look up contact information on the Ministry of Health, Labour and Welfare website. URL:https://www.moj.go.jp/isa/content/930005173.pdf If you develop symptoms while staying at an accomodation of the government, please notify the administrative office at your accommodations about your health condition. The contact information is provided in the leaflet you received from the facility upon your arrival. |
| 3-6
I plan to leave Japan before my designated quarantine period is over. Do I need to contact somewhere? |
If you leave Japan during your designated quarantine period, please submit documentation (boarding pass, departure stamp in passport, etc.) via the "Application for Special Circumstances (Go to Health Monitoring Center for Overseas Entrants website) " screen in the MySOS app as proof that you have left Japan. After verification by the HCO (about one or two days) the follow-up by the HCO will be complete. However, in some cases, app notifications requesting health monitoring and location information may still arrive during the designated quarantine period. If the verification of your documentation has been completed, you are not required to respond to those notifications. After you have received notification that this process has been completed, you may uninstall the app. Please note that your departure information will be cross-checked with the Immigration Services Agency of Japan. |
| 3-7
If I am in quarantine at a home or location where one or more "non-entrants" is also present (family members or other persons who were already in Japan and are not in quarantine), are there any restrictions on them going out? |
Please make every effort to avoid contact between the entrant and others, by using separate rooms and eating separately, etc. Also, please take basic actions to prevent infection, such as using good ventilation, disinfecting common areas/spaces/surfaces, and wearing masks. In addition, please monitor temperature and health condition and try to avoid non-essential outings, and if anyone develops symptoms such as a cough or fever, do not go out to work, etc. |
| Questions | Answers |
| 4-1
What is the Health and Location Monitoring App (MySOS)? Why am I required to install and use this app? |
The Health and Location Monitoring App (MySOS) is an app for following up with entrants to Japan on the following three points.
For further details please visit to theHCOwebsite. https://www.hco.mhlw.go.jp/en/#m01 |
| 4-2
How does the HCO conduct follow-up? |
The HCO will follow up to confirm your health condition and location during your quarantine period. For further details please visit the HCO website.
https://www.hco.mhlw.go.jp/en/
URL:http://www.moj.go.jp/isa/content/930005173.pdf If you develop symptoms while staying at the government-designated accommodation, please notify the administrative office at your accommodations about your health condition. The contact information is provided in the leaflet you received from the facility upon your arrival.
Anyone who without a valid reason fails to report health condition or location, etc., may have their name publicly disclosed (and nationality, in the case of foreign nationals), as well as other information that may help prevent the spread of infection. Foreign nationals may be subject to revocation of residence status and deportation under the Immigration Control Act. For further details please visit the HCO website. |
| 4-3
What if my smartphone is not compatible with the app specified by the Ministry of Health, Labour and Welfare? |
If your device is not compatible with the apps required for quarantine procedures, you will be requested to rent a smartphone that is compatible. The following operating systems are supported for the required apps:
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| 4-4
My quarantine location does not have Wi-Fi and my smarthphone does not have a data roaming function, so I cannot use the app. What should I do? |
"You will be requested to rent a WiFi router at the airport. |
| 4-5
How can I rent and return a smartphone or Wi-Fi router? |
Please contact the following company for details about smartphone rentals. |
| 4-6
Is follow-up also done for children? Is a smartphone required? |
For persons aged 13 years and older, follow-up by smartphone and MySOS app is required. Any person who does not have a smartphone that can install the app is required to rent one. Please make the necessary arrangements. Please see Question 4-3 for information about rentals. |
| 4-7
I am an older person (or have a disability) and cannot use a smartphone. What should I do? |
For persons aged 13 years and older, using smartphone and MySOS app is required. Personnel at the airport can provide simple instructions using explanatory materials. |
| 4-8
Does everyone in my family have to register separately in the MySOS app? |
With the exception of persons 12 years of age and under who do not own a smartphone, every entrant to Japan is required to have a smartphone, install the MySOS app and log in, report the health condition and location every day, and answer incoming video calls. |
| 4-9
Can I obtain a user guide for the Health and Location Monitoring App (MySOS) prior to my departure? |
Please refer to the user guide on the HCO website before entering Japan. The user guide is available here: https://www.hco.mhlw.go.jp/manual/en.php |
| 4-10
If the Health and Location Monitoring App (MySOS) is still installed on my smartphone, does the HCO continue collecting my location data even after my quarantine period has ended? |
The push notifications requesting you to report your location will no longer be sent to you after your designated quarantine period has ended.
After your designated quarantine period has elapsed, your MySOS account will be disabled and the app functions will no longer work.
The Health Monitoring Center for Overseas Entrants (HCO) will not collect your location data after your designated quarantine period has ended.
Also, in principle, the HCO will not make any video calls to you, but if for some reason you receive a video call, you do not need to respond.
|
| 4-11
I was previously (or am still now) using the regular MySOS app. Am I required to re-install it? |
To use MySOS in HCO mode please follow the instructions to install and set up the app, read the QR code, and connect with the HCO. The user guide is available here: https://www.hco.mhlw.go.jp/manual/en.php |
| 4-12
I already installed the MySOS app when I did a previous entry to Japan and departure. Am I required to re-install it? |
For anyone who was previously using MySOS, the link with the HCO mode will be deactivated, and the app will revert to regular MySOS. The user guide is available here: https://www.hco.mhlw.go.jp/manual/en.php |
| 4-13
I don't receive any push notifications or alerts. |
Settings could differ depending on the model and operating system you are using, and your smartphone might not be set to accept notifications from MySOS. The user guide is available here: https://www.hco.mhlw.go.jp/manual/en.php |
| 4-14
I received an e-mail asking me to confirm my registered account details. |
The information currently registered in the app may not match the information registered at the HCO, so please open the app, tap on "Registrant Info", and confirm that the displayed passport number and date of birth are correct.
|
| 4-15
What should I do after logging in to the MySOS app? |
First, your smartphone’s GPS setting needs to be turned on. (You can find detailed instructions on the HCO website. It includes instructions on settings and how to use the apps.) Then as soon as you have arrived at your accommodations as written in your Pledge, please launch the Health and Location Monitoring App (MySOS), and tap the "Check-in" button. |
| 4-16
I registered the MYSOS app but I don't receive any push notifications or alerts. |
If you have not received any push notification within two or three days after entry in Japan, the information currently registered in the app may not match the information registered at the HCO, so please open the app, tap on "Registrant Info", and confirm that the displayed passport number and date of birth are correct. |
| 4-17
My child(ren) entered Japan together with me. How will follow-up be done for my child(ren)? What is registration of an accompanying person? |
For any child aged 12 years and younger who does not have a smartphone that can install the MySOS app, the HCO can follow-up with an accompanying guardian who registers the child using MySOS. The guardian is requested to report the location information and health condition on behalf of the accompanying child. (Note: If the child is registered as an accompanying person, you will select the child’s name and then report the health condition.) To verify location (by video call), please ensure that the guardian’s smartphone that was used to register the accompanying child includes the child’s face in the camera view. (Note: If someone is registered as accompanying you, a notification will come in before the call to indicate who the video call will be for.) Please see below for more detailed instructions. [Accompanying person registration by MySOS] https://www.hco.mhlw.go.jp/manual/en.php#4[About daily monitoring of health condition] https://www.hco.mhlw.go.jp/manual/en.php#10[About how to handle incoming MySOS video calls (automated)] https://www.hco.mhlw.go.jp/manual/en.php#11-1 |
| 4-18
I was told that I don't need to quarantine, but I can see a date indicated in the MySOS app under “Quarantine last date.” Why is that? |
This information is intended for persons who meet the conditions of having entered Japan from a non-designated country, have presented proof of 3 vaccine doses upon entry at the airport, and who are not required to stay in quarantine. As a means of reporting in the event of entrants to Japan experiencing abnormal health conditions, we are asking them to carry a smartphone with the MySOS app installed until the third day after the date of entry.
The app screen will display “Quarantine last date” as the third day after the date of entry, but you are not required to stay in quarantine at home or elsewhere.
|
| 4-19
After I tapped the “I’m here” button, a warning message appeared stating “You are not at your quarantine location. Please return immediately.” Why did I receive that? |
This information is intended for persons who meet the conditions of having entered Japan from a non-designated country, have presented proof of 3 vaccine doses upon entry at the airport, and who are not required to stay in quarantine. As stated above, you are not required to quarantine. You are not required to report your location, so please do not tap the “Check-in” or “I’m here” buttons. If you accidentally tap one of these buttons, you do not need to respond or take action if you receive such notifications. |
| Questions | Answers |
| 5-1
Why is it necessary for my phone save my location information even though I am already reporting it via the MySOS app? |
The Health and Location Monitoring App (MySOS) is an app to report your current location to the HCO. |
| 5-2
How does the HCO monitor my location information? |
The HCO will follow up to confirm your health condition and location during the designated quarantine period. For further details please visit the HCO website. https://www.hco.mhlw.go.jp/en/#m01You need to report your current location multiple times a day, when you receive a notification from the MySOS app on your smartphone. Please tap the "I'm here" button to report your current location as soon as you receive the notification. If you do not respond to these notifications and calls, etc., personnel from a security company may visit you in person to verify that you are at your accommodations. Anyone who without a valid reason fails to report health condition or location, etc., may have their name publicly disclosed (and nationality, in the case of foreign nationals), as well as other information that may help prevent the spread of infection. Foreign nationals may be subject to revocation of residence status and deportation under the Immigration Control Act. For further details please visit the HCO website. |
| 5-3
What time of day will I receive push notifications requesting my current location? Is there any deadline for me to reply? |
There is no scheduled time for push notifications. When you receive a notification, please tap the "I’m here" button. The HCO may contact you if you do not report your location. The user guide is available here: https://www.hco.mhlw.go.jp/manual/en.php |
| 5-4
I tapped the "I'm here" button but nothing happened. |
If your location information is sent successfully when you tap the "I’m here" button, your screen will display this message: "Thank you. Your current location report has been received.” If no report is received within a certain amount of time after you receive the notification that you must report your current location, you will not be able to press the report current location button until the next notification comes. In that case, please wait for the next notification, and report at that time. |
| 5-5
When I tap the "Check-in" or "I'm here" button, I get a "No location information" error message or receive no message saying "Your current location report has been received." What should I do? |
This may occur if you are out of GPS signal range (e.g., in mountains). If you see an error message even in an urban area, your connection may be weak or unstable. Please try these solutions:
If you still cannot connect, please contact the HCO. |
| 5-6
I don't receive push notifications requesting current location information. |
Settings could differ depending on the model and operating system you are using, and your smartphone might not be set to accept notifications from MySOS. The user guide is available here: https://www.hco.mhlw.go.jp/manual/en.php |
| 5-7
I have not received any push notification which I am supposed to receive daily. Do I need to tap the "Check In" button if I have received no notification? |
Every person whose MySOS app is connected with the HCO should receive multiple push notifications each day. However, the smartphone must be set to receive notifications. The user guide is available here: https://www.hco.mhlw.go.jp/manual/en.php |
| 5-8
Even though I have not gone out, I received a push notification saying "We have detected that you are not at your quarantine location.You may be violating your pledge to the government authority. Please return immediately to your quarantine location.” Why did I receive that? |
GPS relies on satellite signals, and accuracy may drop in indoor locations, in some cases resulting on a wrong location being detected and the notification being sent. If you continue receiving notifications even if you have not moved, please try the following. |
| Questions | Answers |
| 6-1
Why is it necessary to monitor health condition for the designated 14 (or 7) days? |
Even if you have tested negative for COVID-19, you may later develop symptoms. The World Health Organization (WHO) indicates that the incubation period for this disease is 1 to 14 days (typically about 5 days), and based on available information about the coronavirus, it recommends monitoring health condition for 14 days. However, the quarantine period is seven days for someone entering Japan from a country that has many reported cases of infection from the omicron variant. This has been decided based on scientific expertise in Japan. We ask you to monitor health condition daily to enable a rapid response in the event you develop symptoms. https://www.who.int/emergencies/diseases/novel-coronavirus-2019/question-and-answers-hub/q-a-detail/coronavirus-disease-covid-19 |
| 6-2
Do I need to report my health condition every day during the designated quarantine period? |
It is mandatory for you to report your health condition every day during your designated quarantine period, starting the day after you enter Japan. |
| 6-3
Will my name be published if I do not report my health condition on the same day? |
Regarding reporting of health condition, if no response is received within a certain time after a push notification, a reminder will be sent again via push notification on the evening of the same day. Please be sure to send your response within the same day. If no response has been received for a certain period of time, upon review of circumstances, anyone deemed to have failed to report health condition or location, etc., without a valid reason may have their name publicly disclosed (and nationality, in the case of foreign nationals), as well as other information that may help prevent the spread of infection. Foreign nationals may be subject to revocation of their status of residence and deportation under the Immigration Control Act. |
| 6-4
Is reporting my health condition and location information mandatory? I am concerned about disclosing personal information. |
When you enter Japan you are required to pledge to report information including your health condition and location. Anyone who violates the written Pledge (failing to report health condition or location, etc.) without a valid reason may have their name publicly disclosed (in the case of foreign nationals, name and nationality), as well as other information to help prevent the spread of infection. Foreign nationals may be subject to revocation of their status of residence and deportation under the Immigration Control Act. |
| 6-5
During the quarantine period I developed some symptoms. I have already reported my condition to the HCO. Do I need to contact someone else about this? |
Promptly contact the local Public Health Office or local government's 24-hour COVID-19 call center. You can look up contact information on the Ministry of Health, Labour and Welfare website. |
| 6-6
I don't receive any push notifications to report my health condition. What should I do? |
If you have not received any push notification within two or three days after entry in Japan, the information currently registered in the app may not match the information registered at the HCO, so please open the app, tap on "Registrant Info", and confirm that the displayed passport number and date of birth are correct.
|
| 6-7
Prior to that I did not receive any push notifications, I only receive a reminder notification, so how should I reply? |
Depending on the timing of your registration in our system, on the day after your entry to Japan the first push notification to confirm health conditions could arrive in the evening in some cases. Also, in some cases, you may receive a reminder notification before that first notification. In any case, there will be no problem if you respond by confirming your health condition as directed in either notification. |
| 6-8
If I had close contact with COVID-19 onboard my aircraft, will I receive some kind of notification? |
If it is found that you had close contact with COVID-19 on the aircraft, you will soon receive a push notification via the Health and Location Monitoring App (MySOS). Pay extra attention to your health condition, and if you notice any change in your condition, please promptly contact the local Public Health Office or local government's 24-hour COVID-19 call center. |
| Questions | Answers |
| 7-1
I don’t know how to handle video calls. |
Once you have installed the app, no other special actions are required for video calls, except to answer when you receive an incoming video call.
For instructions on how to answer a call, please refer to the HCO website, or check the "To Anyone Entering/Returning to Japan" brochure you should have received at the airport.
The HCO website includes instructions. The user guide is available here: https://www.hco.mhlw.go.jp/manual/en.php |
| 7-2
What if I can't answer a video call? |
If you do not answer a video call, the HCO may contact you by e-mail or other means. |
| 7-3
I received a video call. It was not from a person but just a message displayed. What was that? |
Starting on June 18, in addition to video calls from our operators, we have started using automated calls that display messages. |