Frequently asked questions

1.About Health Monitoring Center for Overseas Entrants (HCO)

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).
Please be sure to dial the correct number.
Please also see HCO website for details.
You can also send e-mail from the following link at "⑥Assistance for Various Issues."

https://www.hco.mhlw.go.jp/en/

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?
Are services available at night and/or on weekends?

The HCO is open from 9:00 to 18:00 (9 a.m. to 6 p.m.) daily (including weekends) and 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.

2.About protection measures at ports and airports

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
  • Obtain a certificate of a negative COVID-19 test result. The test must be conducted within 72 hours prior to departing from the country/region where travelers stay.
  • Secure a place of stay at a facility approved by the head of the Quarantine Office (e.g., your own home) for 14 days, counting from the day after entry (date the test specimen is collected).
  • Anyone who has been in any country/region where a new variant of COVID-19 is widespread in the previous 14 days must stay in an accomodation of the government for specified period, and regular testing will be conducted. Please refer to the website for the latest information about applicable countries/regions.
  • Secure the means of travel from the airport/port to your accommodations without using public transportation.
  • Register your travel method and your accommodation information at the Quarantine Office.
  • Take a COVID-19 test upon entry to Japan.
  • Remain at the airport or a facility designated by the Quarantine Office until the test result is reported.
  • Generally, the test result is delivered within 1-3 hours after your arrival; however, it may not be until the next day depending on the circumstances. Your entry to Japan will proceed after receiving the test result.
  • Submit a signed Pledge upon entry to Japan.
  • You will be required to install and setup the Health and Location Monitoring App (MySOS) and COVID-19 Contact-Confirming App (COCOA), as designated by the Ministry of Health, Labour, and Welfare, on your smartphone and to utilize them for storing your location data, etc. Please verify that your smartphone is compatible with these apps, and be sure to bring the smartphone with you for entry procedures in Japan.

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 14 days counting from the day after your entry, 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 accomodation of the government for 14 days.

2-5

If I have a valid vaccination certificate and a negative test result for COVID-19, can my quarantine period be shorten?

Various conditions apply. Please see below for details.

https://www.mhlw.go.jp/content/000849598.pdf
2-6

How can I upload my test result notification or certificate of negative test result, etc.?

You can upload the documents from the Health and Location Monitoring App (MySOS). Please see below for details.

https://teachme.jp/111284/manuals/13344974/

3.About activities allowed during the quarantine period

Questions Answers
3-1

Can I use public transportation during the 14-day quarantine?

You will be violating your signed Pledge if you use public transportation (such as trains, buses, taxis, domestic flights, and passenger ships) during the 14-day quarantine period. Please do NOT use them even to get to your accommodations from the airport where you entered Japan.

3-2

Can I leave my accommodations for traveling or dining/eating out during the 14-day quarantine? 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 14-day 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 the 14-day 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.
After consulting with the Quarantine Station or Public Health Office, if you are going to contact the hospital yourself, please be sure to state that you are in the midst of your quarantine period after entry to Japan.

https://www.moj.go.jp/isa/content/930005173.pdf
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.
As for the protection of personal information, the Health Monitoring Center for Overseas Entrants (HCO) must comply with Article 6-2 of the Act on the Protection of Personal Information Held by Administrative Organs (Act No. 58 of 2003) and Article 20 of the Act on the Protection of Personal Information (Act No. 57 of 2003). The Ministry of Health, Labour and Welfare (MHLW) supervises the HCO based on Article 6-1 of the Act on the Protection of Personal Information.

3-5

During the 14-day 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

Do I need to contact someone about this?

If you leave Japan during your 14-day 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 14-day 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.
The following link provides instructions on how to upload documentation.
How to Submit Documentation for Special Circumstances
If you are unable to upload using the app, please submit your documentation to the HCO by e-mail (followup@hco.mhlw.go.jp).

4.About the Health and Location Monitoring App (MySOS)

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.

  • ① To report your location for 14 days after entry
  • ② To report your health condition for 14 days after entry
  • ③ For the HCO to confirm via video call that you are indoors at your accommodations for 14 days after entry.

For further details please visit to theHCOwebsite.

https://www.hco.mhlw.go.jp/en/
4-2

How does the HCO conduct follow-up?

The HCO will follow up to confirm your health condition and location during the 14-day quarantine period. For further details please visit the HCO website. https://www.hco.mhlw.go.jp/en/

  1. Monitoring of Health Condition
    You will receive push notifications on your smartphone each day asking you to report your health condition. Please respond the same day, following instructions on the notification screen. If you have a body temperature of 37.5 degrees Celsius (99.5 degree Fahre If you have a body temperature of 37.5 degrees Celsius (99.5 degree Fahrenheit) or higher, a cough, runny nose and/or any other suspected COVID-19 symptoms, promptly contact the local Public Health Office or local government's COVID-19 call center.

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.

  1. Confirming Location (by push notification)
    You 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.
  1. Confirming Location (by video call)
    The HCO will make video calls via the Health and Location Monitoring App (MySOS) to confirm that you are at your accommodations.When you receive a call, please follow the on-screen guide or operator’s instructions so that your camera includes both you and your background. The operator’s image will not appear on your screen.
    If you do not respond to these notifications and calls, 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.

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.
* You will be responsible to pay the rental cost. Payment can only be made by a credit card accepted in Japan. Please contact the following rental company for details.
Vision Inc.
Telephone: 050-5893-8023
Business hours: 09:00 - 18:00 daily
URL:https://www.vision-net.co.jp/news/20210319002098.html


The following operating systems are supported for the required apps:

  • ① Health and Location Monitoring App (MySOS): iOS 11.0 or later, Android version 6.0 or above.
    * Cannot be used on a device if it does not have Bluetooth and autofocus, even it is Android 6
  • ② Google Maps (for Android): ~
  • ③ COCOA:COVID-19 Contact Confirming App: iOS 13.5, Android 6.0
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.
* You will be responsible to pay the rental cost. Payment can only be made by a credit card accepted in Japan. Please contact the following rental company for details.
Vision Inc.
Telephone: 050-5893-8023
Business hours: 09:00 - 18:00 daily
Website:https://www.vision-net.co.jp/news/20210319002098.html"

4-5

How can I rent and return a smartphone or Wi-Fi router?

Please contact the following company for details about smartphone rentals.
Vision Inc.
Telephone: 050-5893-8023
Business hours: 09:00 - 18:00 daily
URL: https://www.vision-net.co.jp/news/20210319002098.html

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 theHCOwebsite before entering Japan.
Note that the information may be updated without prior notice, so please also review the printed version you receive when you enter Japan.

https://www.hco.mhlw.go.jp/en/
4-10

Does the HCO continue collecting my location data more than 15 days after my entry into Japan if the Health and Location Monitoring App (MySOS) is installed on my smartphone?

The push notifications requesting you to report your location will stop on your 15th day in Japan (counting the day after your entry as the first day). After 14 days have elapsed, the MySOS account will be disabled and app functions will no longer work. The HCO will not collect your location data or make video calls to you after your 15th day in Japan.

The push notifications requesting you to report your location will stop on your 15th day in Japan (counting the day after your entry as the first day). After 14 days have elapsed, the MySOS account will be disabled and app functions will no longer work. The HCO will not collect your location data or make video calls to you after your 15th day in Japan.

https://www.hco.mhlw.go.jp/en/
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.

https://www.hco.mhlw.go.jp/en/
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.
Every time you enter and depart from Japan, please follow the instructions to install and set up the app, read the special QR code, and connect with the HCO.

https://www.hco.mhlw.go.jp/en/
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.
Please review the instructions for notification settings on different smartphone models and operating systems, at the following link.
Notification settings for different smartphone models and operating systems (OS)
Please also visit the HCO website, which includes video instructions on settings and how to use the apps.

https://www.hco.mhlw.go.jp/en/
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.
To see how to confirm your registered account information please refer to this video:

https://youtu.be/mzvPlYddMDY
  • 1)If the registered information is correct
    Please contact the HCO as follows.
    - Send e-mail to: app@hco.mhlw.go.jp
    - Subject: MySOS account information
    - Message content: I received an e-mail asking me to confirm my account details registered on MySOS. I checked and confirmed that the information registered in the app was correct.
    * If you have already tapped “I’m here” those location records can be retained.
  • 2)If the registered information is not correct
    Please uninstall the app, reinstall it, and then register again using your correct information.
    * In this case, even if you have already tapped “I’m here” those location records cannot be retained.
https://www.hco.mhlw.go.jp/en/
4-15

I incorrectly entered my passport number and/or date of birth when I logged in at the airport.

Please uninstall and then re-install the app, and then re-register using your correct information.
Please refer to this video:

https://youtu.be/mzvPlYddMDY

“Registrant Info",* Even if you have already tapped “I’m here” those location records cannot be retained.

https://www.hco.mhlw.go.jp/en/
4-16

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 video 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.
For 14 days after you enter Japan you will receive a push notification multiple times each day asking you to confirm your location. Please tap on the “I’m here” button as soon as you receive a notification. When you tap on this button, your current location data will be sent to the HCO.

https://www.hco.mhlw.go.jp/en/
4-17

Do I have to log in and log out of the MySOS app every day? Can I change the password if I want to?

You will stay logged in once you log into the app, so please keep the app installed during your 14-day quarantine period, and leave it set to receive notifications. Also, please note that you cannot change the password.

4-18

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.
To see how to confirm your registered account information please refer to this video:

https://youtu.be/mzvPlYddMDY
  • 1)If the registered information is correct
    Please contact the HCO as follows.
    - Send e-mail to: app@hco.mhlw.go.jp
    - Subject: MySOS account information
    - Message content: I received an e-mail asking me to confirm my account details registered on MySOS. I checked and confirmed that the information registered in the app was correct.
    * If you have already tapped “I’m here” those location records can be retained.
  • 2)If the registered information is not correct
    Please uninstall the app, reinstall it, and then register again using your correct information.
    * In this case, even if you have already tapped “I’m here” those location records cannot be retained.
https://www.hco.mhlw.go.jp/en/
4-19

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. 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. Please see below for details on how to do the registration.
[Accompanying person registration by MySOS]

https://www.hco.mhlw.go.jp/manual/pdf-en/4.pdf

5.About monitoring of location information

Questions Answers
5-1

Why should I save my location information separately ??? even though I report it via the MySOS app?

The Health and Location Monitoring App (MySOS) is an app to report your current location to the HCO.
The reason for collecting and storing your location information using MySOS is that the stored location information may be needed for health authorities to track possible exposures, for active epidemiological research, if you become COVID-19 positive during your 14-day quarantine. Please cooperate with the Health Care Centers and/or other health authorities upon request.

5-2

How does the HCO monitor my location information?

The HCO will follow up to confirm your health condition and location during the 14-day quarantine period. For further details please visit the HCO website. https://www.hco.mhlw.go.jp/en/

You 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.

If your smartphone’s location setting (GPS) is not turned on, no location information will be sent to the HCO even if you tap the “I’m here” button. When you report your location information using the “I’m here” button, please reconfirm that your location (GPS) setting is turned on. For details on settings, please check the HCO website.

https://www.hco.mhlw.go.jp/en/
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 "Check-in" registration 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:

  • Try again after a few minutes.
  • Restart your smartphone.
  • Restart your Internet connection (e.g., modem, mobile WiFi).
  • Move to a different location within your quarantine accommodations (e.g., beside a window).

If you still cannot connect, please contact the HCO.
Telephone: 03-6757-1038 (automated voice guidance)
e-mail: app@hco.mhlw.go.jp

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.
Please review the instructions for notification settings on different smartphone models and operating systems, at the following link.
Notification settings for different smartphone models and operating systems (OS)
Please also visit the HCO website, which includes video instructions on settings and how to use the apps.

https://www.hco.mhlw.go.jp/en/
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. Please ensure that your smartphone is set to receive notifications from the MySOS app. Push notifications can arrive at any time, so please stay alert to notice them.

https://www.hco.mhlw.go.jp/en/
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.
- Move to a different location within your quarantine accommodations (e.g., beside a window).
If the situation still does not improve, please contact the HCO. Or, if you receive a call from our operator, please follow the instructions at that time.
Telephone: 03-6757-1038 (automated voice guidance)
e-mail: app@hco.mhlw.go.jp

6.About monitoring of health condition

Questions Answers
6-1

Why must my health condition be monitored for 14 days?

The World Health Organization (WHO) indicates that the incubation period for this disease is 1 to 14 days (usually about 5 days), and based on previous coronaviruses, recommends monitoring of health status for 14-days. Accordingly, we require you to report your health condition every day, in order to respond quickly if 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 for 14 days?

It is mandatory for you to report your health condition every day during your 14-day quarantine, 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.

As for the protection of personal information, the Health Monitoring Center for Overseas Entrants (HCO) must comply with Article 6-2 of the Act on the Protection of Personal Information Held by Administrative Organs (Act No. 58 of 2003) and Article 20 of the Act on the Protection of Personal Information (Act No. 57 of 2003). The Ministry of Health, Labour and Welfare (MHLW) supervises the HCO based on Article 6-1 of the Act on the Protection of Personal Information.

https://www.hco.mhlw.go.jp/en/
6-5

SAME AS D13. During the 14-day 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.
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.

6-6

Do I need to contact someone about this?

If you leave Japan during your 14-day 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 1 or two days), you will receive a notification from the HCO that the documentation has been completed. After that, the follow-up will end. However, in some cases, app notifications requesting health monitoring and location information may still arrive during the 14-day quarantine period. If the processing 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.
The following link provides instructions on how to upload documentation.
How to Submit Documentation for Special Circumstances
If you are unable to upload using the app, please submit your documentation to the HCO by e-mail (followup@hco.mhlw.go.jp).

6-7

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.
To see how to confirm your registered account information please refer to this video:

https://youtu.be/mzvPlYddMDY
  • 1)If the registered information is correct
    Please contact the HCO as follows.
    - Send e-mail to: app@hco.mhlw.go.jp
    - Subject: MySOS account information
    - Message content: I received an e-mail asking me to confirm my account details registered on MySOS. I checked and confirmed that the information registered in the app was correct.
    * If you have already tapped “I’m here” those location records can be retained.
  • 2)If the registered information is not correct
    Please uninstall the app, reinstall it, and then register again using your correct information.
    * In this case, even if you have already tapped “I’m here” those location records cannot be retained.
https://www.hco.mhlw.go.jp/en/
6-8

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.

6-9

If there is a possibility that I had close contact with the COVID-19 on board my aircraft, will I receive some kind of notification?

If a person found to be positive with COVID-19 was on the same aircraft as you, you will receive a message from the Quarantine Station. If there is a possibility that you had close contact, you will also receive a push notification on a following day via the MySOS app. Please contact your nearest Public Health Office. Until directed otherwise by the Public Health Office, please remain at your registered quarantine location.

7.About confirming location (via video calls)

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 video instructions.

https://www.hco.mhlw.go.jp/en/
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.
You cannot call back on a video call.

The purpose of confirming your location by video call is to verify based on your surroundings that you are indoors at your accommodations at the time the HCO contacts you.
Since the HCO cannot verify this if you call back by telephone, please wait for the next video call if you miss one.
You do not need to make a call back to the HCO.

If you do not know 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.
It includes video instructions on settings and how to use the apps.
Also, please go to the settings on your smartphone, and confirm that your phone is set to allow notifications from the app.
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.

https://www.hco.mhlw.go.jp/en/
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.
Please follow the instructions displayed on the screen, so the camera takes an image that includes your background.
The HCO will verify via video call that you are indoors at your accommodations.