How to forward calls to numbers within and outside of Japan

From your app go to My account >> Call Forwarding and follow the instructions.
To forward calls to a number in Japan, please enter a number, including the area code or the mobile prefix. To forward calls to a number outside of Japan, please enter a number, including the country code followed by the area code and the local destination number. Please note that your 050 number must be issued before you can set up call forwarding.

How to improve the sound quality

Go to the app settings >> Account setup >> Audio codecs
Try to switch codecs between GSM (for mobile data) and G.711 (for Wi-Fi).
Please note that G.711 consumes more data.

What is My 050? What environment can the service be used in?

My 050 is a smartphone app for individual use (iOS/Android) that lets you make VoIP calls to regular phone numbers. Apart from cheap international and domestic outgoing calls, the My 050 also provides you with a local phone number totally free of charge for incoming calls. Calls between My 050 users are free of charge. And calls you make to an 050 number are charged as if you are calling an IP phone number. The service requires a stable internet connection (3G/4G/LTE or Wi-Fi) with a speed of over 1Mbps. Data transfer charges will apply when using the app over a carrier's data network. We recommend subscribing to a flat-fee data transfer plan or connect to Wi-Fi.

How to check total talk times and call counts

Go to the app settings >> Usage
You can reset usage and start timing of your talk time from the beginning.

How do I call to a number in Japan or abroad from the app?

Dial the phone number according to the instructions below and press the 050 GREEN button to connect your call. The call will start after the remaining minute's information. 

To call to or within Japan: 

Dial the phone number starting from the area code or mobile prefix. 

For example: 

• to a landline in Tokyo: 0312345678 
• to a mobile phone: 08012345678 
• to a free dial 0120 number: 0120659534
  

To call abroad: 

Dial the country code + area code/mobile prefix without first 0 + phone number 

For example:

• to a landline in NY, USA: 12123456789 
• to a mobile phone in the USA: 13123456789

How to record calls

Go to the app settings >> Preferences >> Call recording >> Record all calls

You can also set a time when to delete the recorded messages.
To listen to a recording:
For Android: please select call history tab and tap on the voicemail icon.
For iOS: please select call history >> recorded >> i (information icon) and tap on a desired voicemail.
You can also send the recorded messages to a pre-registered email address (only for Android users). To do that, tap on the three dots of a recorded message and press Share. When sharing the call recording by email, the email address will be pre-filled using the one registered in the settings above.
In case of iOS, please tap on i (information icon) to send it by Email or AirDrop.

How can I get a 050 number?

To obtain a My 050 number, please submit your ID via this link:

My 050 APPLICATION FORM

The submitted pictures of the IDs must be clear, and readable and the ID expiration date must be more than 30 days prior to the application date. Otherwise, your application won't be processed.

Please note that we will only issue you a My 050 Number after the ID verification process is successful and that this process may take several days. We also may require additional documents if necessary or that you resend the pictures of your ID, in case they are unreadable.

Please read the following information before applying to the service:

[IMPORTANT] My 050 Number Service Charges

Does the My 050 account have expiration?

Your Brastel account and its corresponding 050 number will expire one year after any call or transaction (except credit transfers) that results in a balance change (increase or decrease).

Is it possible to call to numbers in Japan?

Yes, it is possible to make calls within Japan, except to the following numbers:

• Directory assistance, emergency, and other three-digit numbers such as 119, 104, 110, 113, etc. 
• International dialing prefixes starting with "00" other than Brastel's “0091-20,” such as 001, 0033, 0041 etc. 
• Phone numbers starting with the following prefixes: 0170, 0180, 0190, 0570, 0910, 0990, 020, 060. 
• Some Free Dial numbers (prefix 0120/0800).

Is it possible to make/receive calls abroad?

Yes, the My 050 app can be used from anywhere in the world while connected to the Internet. While you are outside your home network, we recommend connecting to the internet over Wi-Fi where available to avoid data roaming charges. The app cannot be used with Wi-Fi routers or over networks that restrict the use of VoIP applications.

Can I use the same My 050 account with a new device?

Yes. After changing your phone please install the My 050 app on the new device and complete the settings by entering the User ID and SIP Password printed on the back of your Brastel card.

Can I apply for two My 050 numbers for the same account?

No, it is technically not possible.

Can I install the same My 050 account on two different devices?

Yes, it is technically possible. However, we do not recommend doing this because there are certain restrictions. For example, you cannot make simultaneous calls on multiple terminals. Also, push notifications for incoming calls become unstable.

Can I choose my own My 050 number?

No, the My 050 number is selected randomly by our system.

Will my My 050 number be displayed to the other party?

If you don’t have your own My 050 number yet, when you place a call, no caller ID will be shown to the other party. If the other party has a setting to reject such calls you won’t be connected. Therefore we recommend that you obtain a My 050 number from "My Account". 

If you have your own My 050 number, when you place a domestic call, your My 050 number will usually be displayed to the other party; however, this caller ID function is not guaranteed at all times. When calling overseas the phone number is, as a rule, not displayed.

Can I call to 0120/0800 Free Dial from My 050?

Yes, you can call a 0120 or 0800 Free Dial number free of charge. Except for some cases of network abuse, we do not block calls to 0120/0800 numbers. Some 0120/0800 number holders, however, may block calls from mobile and/or IP phones. 

Also, note that when calling from the app without your own My 050 number, your caller ID will not be shown to the called party. If 0120/0800 number holder has a setting to reject such calls, you won’t be able to connect.

How much data does the My 050 app consume?

In general, My 050 consumes 250 KB to 600 KB of data per minute, but the amount of data may vary depending on the network, device specifications, etc.

I have money in my My 050 account, but no data on the SIM. Can I still use the service?

No, you need data on the SIM so that you can connect to the Internet. My 050 service is a service that requires an Internet connection for the application download, application transmission, incoming or outgoing calls, etc.

Can I use My 050 account with another application?

Yes, technically it is possible. However, we do not provide support for the installation or use of VoIP adapters or applications for any device that is not provided by Brastel. We do not take any responsibility for any hacking, or any other kind of unauthorized use, of your account by third parties in this case.

Can I use the My 050 app with a data-only SIM?

Usually, there is no problem using the app with a data-only SIM. However, we do not carry out tests to verify how certain SIM cards work with the My 050 application.
Before making any payment into your account, please place a call free of charge to this test number: 050-6868-0001 and record a 10-second message after the beep. The recording will then be played back to you. If you can hear the recording, then the app is ready to be used from your device. Please note that this call is for sound quality test purposes only and does not guarantee similar results at all times. Internet/network conditions may affect the quality of the calls.

I am using “XXX” phone. Will the My 050 application work with this device?

We don’t verify the compatibility of each and every terminal with the My 050 application.
Before paying anything into your account, please place a call free of charge to this test number: 050-6868-0001 and record a 10-second message after the beep. The recording will then be played back to you. If you can hear the recording, then the app is ready to be used from your device. Please note that this call is for sound quality test purposes only and does not guarantee similar results at all times. Internet/network conditions may affect the quality of the calls.

I am using “XXX” company SIM card. Will the My 050 application work with this SIM?

We don’t carry out tests to verify how certain SIM cards work with the My 050 application. Therefore, before paying anything into the account, please place a call free of charge to this test number: 050-6868-0001 and record a 10-second message after the beep. The recording will then be played back to you. If you can hear the recording, then the app is ready to be used from your device. Please note that this call is for sound quality test purposes only and does not guarantee similar results at all times. Internet/network conditions may affect the quality of the calls.

What is the 0091 (yellow) button for?

There are 2 buttons shown by default on your dialer: "050": the green button for IP calls (more economical rates) and "0091": the yellow button for voice calls through your mobile carrier lines (more stable quality). If you press the "0091" button, the 00912020 prefix will be prepended before your destination number, so that your call will go from your mobile line via Brastel.
The "0091" button cannot be used outside Japan or on mobile phones without voice plans. If you do not have a voice SIM, you may disable the "0091" button by going to Settings >> Preferences >> Controls >> Show GSM button >> OFF.

The dialing procedure is the same for both buttons. However, the calling rates differ depending on the area in Japan you call from. (See rates and area information.) Domestic calls placed with the "0091" button are completed through an international network and are therefore consumption-tax exempt. Rates for domestic calls (to or within Japan) placed with the "050" button already include consumption tax (except where noted).

What is the meaning of options that appear when you long-press on a phone number from contacts, quick-dial or call history?

Long press a number in your contacts, quick-dial or call history, and select “Call” on iOS devices or select “Voice Call” or “Auto Call” on Android devices to place the call with the 050 button (through Brastel IP network), or “Call Through” to place it with the "0091" button (through your mobile carrier network but using your Brastel card balance).
Just tapping instead of long-pressing will place the call with the "050" button. On some iOS versions, when viewing your contacts or call history details, you will see a phone icon. Please do not tap this icon. If you do, the call will go through your phone carrier's network and you will be charged for it by your phone carrier. To place a call with the My 050 app, tap the phone number instead.

How to cancel the service?

To cancel your My 050 number, please send us a request to cancel_my050@brastel.co.jp with the information below: 

• - Your full name; 
• - The email address you used during My 050 number registration; 
• - Your Brastel account User ID number (access code); 
• - Your My 050 phone number; 
• - Reason for cancellation. 

All cancellation requests will be processed only during the following business hours: Mon. 9:30 - Fri. 18:30. 

We will try to do our best to process your cancellation request immediately. However, it may take some time. Therefore, please send your request at least 2 business days in advance before your maintenance fee due date occurs. Please note, that we do not process requests on weekends and national holidays. 

After your request is processed, you will receive a notification from us. Please note, that we do not accept cancelation requests by phone, chat, or SNS. Please only email us at cancel_my050@brastel.co.jp

How to omit “+” when dialing from your Contacts list

Go to the app settings >> Preferences >> Number rewriting >> Rules (tap +) >> Conditions (tap +) >> Starts with (write +) >> Actions (tap +) >> Replace with (leave blank)

Can I restore my old 050 number?

Yes, it is an additional service you can request if the number you used before is not recycled yet. The service charge of 1100 yen (tax included) will apply. Please contact our Customer Service Center for more details.

Why won’t the app work? It’s giving me a registration error.

When the registration error appears, the My 050 text on the top of the screen is in red (for iOS) and marked with a red dot (for Android, app version 2.0) and you cannot preview the account balance. It happens because you did not complete the settings correctly.
Please go to settings >> Account Setup and retype your User ID and SIP Password.
Save the settings and check that the My 050 text has turned green (for iOS), or has a green dot (for Android, app version 2.0), and that the account balance has appeared on the screen.

Why won’t the app work? It’s giving me a server error.

A server error may appear due to the technical specifications of your network and/or congestion on it. Please try using the app in a more stable network.
Before paying anything into the account, first please place a call free of charge to this test number: 050-6868-0001 and record a 10-second message after the beep. The recording will then be played back to you. If you can hear the recording, the app is ready to be used from your device. Please note that this call is for sound quality test purposes only and does not guarantee similar results at all times. Internet/network conditions may affect the quality of the calls.
Please also check that your User ID (6 or 12 digits) and SIP Password (an alphanumeric code) are input correctly.

What is my PIN?

Your PIN is a four-digit code printed on the back of your Brastel card after the User ID (6 or 12 digits). If you got a new account directly from the app, we send your PIN by email to the address you provided during registration. If you did not receive any information by email, please contact our customer service and provide your User ID, Brastel card number, 050 number and the registered email address.

Why haven’t I gotten any information about my new My 050 account?

When you get a new account from the app, we show your account information on the last screen and also send it by email to the address you provided during registration. If you did not receive any information by email, please contact our customer service, providing your User ID, Brastel card number, 050 number and the registered email address.

Why can’t I receive calls to my Android device?

Settings in the app that might help:

• Settings >> Incoming calls >> Push notifications (Use push notifications)* >> ON. 
• Settings >> Preferences >> Call forwarding >> OFF. 
• Settings >> Preferences >> Other >> Start application after boot >> ON. 
• Settings >> Preferences >> Network (Wi-Fi settings)* >> Prevent Wi-Fi from sleeping >> ON. 

Settings in My Account that might help:

• App >> My Account >> Call Forwarding. Please check if your call settings are not set to forward calls immediately.

Settings in your device that might help:

• Please switch off silent mode in your device. 
• Please switch off the battery power saving mode (stamina mode, doze mode). 
• Please activate the app notifications: Settings >> Sounds / Notification* >> App Notification (Configure notifications)* >> My 050 >> Allow notifications >> ON. 
• Please switch off any data saver in data traffic usage. 

*Note that settings menu names may differ depending on a model of your device or the app version installed on your phone.
The My 050 app offers push notification; however, its delivery is not guaranteed. Furthermore, registering the same Brastel Card information on multiple devices may prevent the push notification from working correctly.
Before paying anything into your account, please first place a call free of charge to this test number: 050-6868-0001 and record a 10-second message after the beep. The recording will then be played back to you. If you can hear the recording, then the app is ready to be used from your device. Please note that this call is for sound quality test purposes only and does not guarantee similar results at all times. Internet/network conditions may affect the quality of the calls.

Why can’t I receive calls to my iPhone?

Settings in the app that might help:

• Settings >> Incoming calls >> Push notifications >> ON. 

Settings in My Account that might help:

• App >> My Account >> Call Forwarding. Please check if your call settings are not set to forward calls immediately.

Settings in your device that might help:

• Please switch off silent mode in your device. 
• Settings >> My 050 >> Microphone >> ON. 
• Settings >> My 050 >> Notifications >> Show in Notification center >> ON. Also, check here to see if your iPhone is showing banners or alerts on the locked screen. If it shows "None", it has to be switched to "Banners or Temporary" or "Alerts or Persistent". Alerts require action before proceeding. Banners appear at the top of the screen and go away automatically. 

The My 050 app offers push notification; however, its delivery is not guaranteed. Furthermore, registering the same Brastel Card information on multiple devices may prevent the push notification from working correctly.
Before paying anything into your account, first please place a call free of charge to this test number: 050-6868-0001 and record a 10-second message after the beep. The recording will then be played back to you. If you can hear the recording, then the app is ready to be used from your device. Please note that this call is for sound quality test purposes only and does not guarantee similar results at all times. Internet/network conditions may affect the quality of the calls.

Why aren’t calls to my friend’s 050 number free of charge?

Calls between My 050 users are free of charge. But if you hear voice guidance in regard to your balance, it means your call is going to be charged and that you are calling from a My 050 account that doesn’t have a private 050 number issued to it. Please open the app, tap My Account >> 050 Number. If you do not see the 050 number, please follow the instructions to get one.

Why can I call certain destinations with other VoIP apps, but not with My 050?

The My 050 app technical specifications may differ from those of other companies' apps. Therefore you might not be able to use My 050 from your device. Before paying anything into your account, please place a call free of charge to this test number: 050-6868-0001 and record a 10-second message after the beep. The recording will then be played back to you. If you can hear the recording, then the app is ready to be used from your device. Please note that this call is for sound quality test purposes only and does not guarantee similar results at all times. Internet/network conditions may affect the quality of the calls.

Why can the other party hear me, but I can’t hear them (mute)?

Please check that the microphone settings are enabled on your phone. If you are using Wi-Fi, try switching to a 3G/4G/LTE network. Measure your bandwidth by performing a network test and confirm that it is at more than 1Mbps. Also, some providers may block VoIP services, so please inquire with your provider.

Why my call is being disconnected after 1 minute?

The My 050 service depends on your Internet environment. It may not be available depending on network conditions. A slow internet connection may affect the quality of the calls. The app cannot be used with Wi-Fi routers or networks that restrict the use of VoIP applications.
Please check:

• if the same problem occurs with both Wi-Fi and 3G/4G/LTE networks. If it only occurs in one of the connection types, this is a restriction problem. Brastel does not provide support for restricted networks. 
• the speed of your network connection (estimated speed is 1 Mbps or more). If the speed is less than 1 Mbps, you might experience audio issues or disconnection.

I am calling to a number in Japan and hear an announcement to show my caller ID. Why my call cannot be connected?

If you hear such announcement it means you don’t have your own My 050 number yet. To obtain the number, please follow the instructions provided here.

I barely spoke for 5 minutes, but all the money in my account has gone!

Most probably you did not properly hang up. Please check your call history.
My Account >> Balance & Call History shows the duration starting from the moment of the call connection until the end of the conversation. Also, please confirm the call rates for the selected destination: My Account >> Rates >> Search Destination.

Sometimes I get notifications on my phone regarding the expiration of the My 050 app push call feature. What action do I need to take?

On devices running Apple's iOS 13 or later, the My 050 and Cloud Softphone apps will send a notification when the app has not been used for seven days.
This notification indicates that push notifications are about to expire, meaning you will not be able to receive incoming calls (the app will not ring). To renew push notifications, all you need to do is open the My 050 or Cloud Softphone app once, and close it again if you don't need to use it.

There are three types of notifications that you may receive:

Case 1:
Message: "Account [My 050 / Cloud Softphone] is still receiving calls, but will expire soon. Tap here or open the app to continue receiving Pushed calls."
This notification is sent 12 hours and one hour before push notifications expire.

Case 2:
Message: "Your account [My 050 / Cloud Softphone] is about to expire on the push server soon."
This notification is sent when push notifications are just about to expire.

Case 3
Message: "Due to long inactivity, account [My 050 / Cloud Softphone] is no longer receiving calls. Tap here or open the app to continue receiving Pushed calls."
This notification is sent when push notifications have already expired.

These notifications are only sent to iOS devices. Push notifications on Android devices are renewed automatically.
Push expiration will not affect the expiration of your My 050 number or the Brastel account associated with it.