If your service is active and you’re in Japan (please note that our products do not support international roaming) but your device is receiving no signal / it’s failing to connect to the local network, please refer to the relevant guide below –
iPhone Handsets
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– Physical Data-Only SIM Cards –
If you have installed a physical Data-Only SIM Card in an iPhone handset, you may notice that the signal bar is grey or that no signal bars are shown but there is no need to worry!
As this is a data-only product (meaning that the SIM card has not been assigned a phone number or the ability to call/text), it is normal for the signal bar to appear this way and so this can be ignored.
If the SIM card has connected to the network and is working correctly however, you should still see that you are receiving an “LTE” or “4G” data connection and you may also see the name of the network you are connected to which will show as “IIJ” or “Docomo” or “Docomo IIJ” when using this service.
You can also just test the data connection (by loading a website for example) but if there are any issues, please ensure that your device has been configured correctly as shown here: iPhone Data Settings
– All other SIM Card / eSIM products –
If your service is active / you’re located in Japan but your iPhone handset is failing to connect to the local network, we would recommend that you try performing a manual network selection.
On most iPhone handsets, you can perform a manual network search by going to:
Settings > Cellular / Mobile Data > Network Selection > Disable Automatic Option
Your device should then perform a network search and allow you to manually select the network.
Our physical Voice+Data SIM Card products can only connect to the Softbank Network and all other SIM / eSIM products we offer utilize the Docomo IIJ network.
– Ongoing Issues –
If you’re located in Japan / you’re certain your Mobal service is active but the connection issue persists, we would recommend that you change the network selection mode back to “Automatic” and then reboot your device to refresh the connection.
If this does not resolve the issue, please also ensure the “Airplane / Flight Mode” feature on your device is disabled.
Please also check that your device is configured to prioritize the 4G LTE connection. On most iPhone handsets, you can locate this setting by going to:
Settings > Cellular/Mobile Data > Cellular/Mobile Data Options > Voice & Data > Ensure this is set as 4G / LTE
If you make any changes but the issue persists, please reboot your device and then test the connection again after a few minutes.
If you require further assistance, please send an email to support@mobal.com and provide us with your Mobal account details (such as your order number or your Mobal phone number for example), the make / model of your device and your current location, details of the current issue and screenshots of any relevant settings / of any error messages you’ve received.
Android Handsets
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– Physical Voice+Data SIM Cards –
It’s important to note that our physical Voice+Data SIM Cards utilize the Softbank network and as this network no longer offers 3G network coverage, all services will utilize the Softbank 4G LTE connection instead.
As this product requires you to install a custom APN (Access Point Name) profile for 4G LTE data access, your device may actually fail to connect to the network if you have not installed the profile or your data settings are incorrect.
As a precaution, we would firstly recommend checking that your device has been configured correctly for data access as shown here: Android Data Settings
If the issue persists and you are just experiencing general connection issues however, please refer to the information below.
– All SIM / eSIM Products –
If your service is active / you’re located in Japan but your Android handset is failing to connect to the local network, we would recommend that you try performing a manual network selection.
On most Android handsets, you can perform a manual network search by going to:
Settings > Connections > Mobile Networks > Network Operators
Your device should then give you the option to perform a network search and allow you to manually select the network.
Our physical Voice+Data SIM Card products can only connect to the Softbank Network and all other SIM / eSIM products we offer utilize the Docomo IIJ network.
– Ongoing Issues –
If you’re located in Japan / you’re certain your Mobal service is active but the connection issue persists, we would recommend that you change the network selection mode back to “Automatic” and then reboot your device to refresh the connection.
If this does not resolve the issue, please also ensure the “Airplane / Flight Mode” feature on your device is disabled.
Please also check that your device is configured to prioritize the 4G LTE connection. On most Android handsets, you can locate this setting by going to:
Settings > Connections > Mobile Networks > Network Mode (or Preferred Network Type) > Ensure this is set as 4G/3G/2G
If you make any changes but the issue persists, please reboot your device and then test the connection again after a few minutes.
If you require further assistance, please send an email to support@mobal.com and provide us with your Mobal account details (such as your order number or your Mobal phone number for example), the make / model of your device and your current location, details of the current issue and screenshots of any relevant settings / of any error messages you’ve received.