If there are any issues after activating your Mobal eSIM (Voice eSIM Guide / Data-Only eSIM Guide) and attempting to go through the installation process (Voice eSIM Guide / Data-Only eSIM Guide), please refer to the information below –        

Initial Checks:

When installing the eSIM, please ensure that your device is connected to WiFi with a stable connection and ensure the Airplane/Flight Mode feature on your device is disabled.

If there is already an eSIM from another provider installed on your device (and you are using a phone that only allows 1 eSIM to be active at a time), you may also need to disable the other eSIM before you can install the Mobal eSIM.

Automatic Install (Push Notification):

For some of our products (such as our Voice+Data eSIM service), the eSIM may be automatically installed (or you may receive a prompt to install it) via what’s called a “Push Notification”.

If you are receiving an error message when attempting to manually install the eSIM, please review the ‘SIM Management’ menu on your device to check if the eSIM has already been installed.

If the eSIM is already visible in the SIM management menu, manual installation will no longer be required.

eSIM Status Error (iPhone):

If the eSIM has been successfully installed on an iPhone handset while outside of Japan, the eSIM status may be listed as “Activating…” (or you may receive an error message such as “Activation Failure“, “Connecting to network…” or “Unable to activate“).

However, there is no need to worry and so please do not delete the eSIM! This status / error message is shown because our products do not support international roaming (our products can only be used within Japan) and this status error is also explained in more detail here: iPhone eSIM Status Error

As long as the eSIM has been installed and is visible in the SIM management menu, the status will change / the error messages should disappear once you have arrived in Japan and connected to the network.

Roaming Not Supported:

Please be advised that our products do not support international roaming (the services we offer can only function within Japan).

If you have installed the eSIM while in another country, you may receive an error message (due to the eSIM failing to connect to the network) please do not delete the eSIM.

As long as the eSIM has been successfully installed (i.e. it’s visible in the SIM Management menu on your device) however, there is no need to worry and the eSIM should begin to function once you have arrived in Japan.

Deleted eSIMs:

As noted in the documentation provided, we warn against deleting the eSIM as it cannot be reinstalled (using the original details) once it has been deleted.

Therefore, a replacement or a reissue would be required. For instructions on what to do if the eSIM has been deleted, please visit the following link: Deleted eSIM Guide

Compatibility Issues:

If any installation issues persist, this could indicate that your device does not meet our compatibility requirements which can be found here: Compatibility Information

As a precaution, please ensure your device is fully unlocked to accept SIM cards / eSIMs from alternative service providers. You may need to check this the original service provider the device was linked to.

Please also ensure your device is eSIM compatible by following the instructions found here to check the EID: eSIM Compatibility

Ongoing Issues:

If any issues persist after completing the checks above, please let us know and provide us with the following information –

• The make / model of your device and your current location
  
  
• A screenshot of what happens / of any error messages that are shown when trying to install the eSIM
  
  
• Confirmation that your device is fully unlocked (if you are using an iPhone, please also go to Settings > General > About and provide us with a screenshot of all info)
  
  
• A screenshot of the EID number from your device (instructions on how to locate the EID number can be found here)
  
  
• A screenshot of the SIM Management menu on your device (the section that lists all installed SIM cards / eSIMs and the preferred SIM for calls or data etc)