The Physical Voice+Data SIM Cards we offer utilize the Softbank network and as this network no longer offers 3G network coverage, calls are now placed via VoLTE through the 4G LTE connection instead.
Important Note: This information only applies to our physical Voice+Data SIM Cards. Our Voice+Data eSIM products utilize a different network (Docomo) and so this information can be ignored if you are using an eSIM.
Basic Checks:
Please check that your device is VoLTE capable and that the VoLTE calling feature is enabled on your device.
This option is usually called “VoLTE”, “VoLTE Calls” or “4G Calling” and can often be found within the “Mobile Networks” section (on most Android devices) or by going to “Cellular/Mobile Data Options and the “Voice & Data” section (on most iPhone handsets). However, this option is not always visible and may just be automatically enabled in the background.
Compatibility Checks:
If all settings appear to be correct but there is an ongoing issue, please check that your device meets our compatibility requirements (found in the “Voice+Data SIM Cards” section) at the following link: Compatiblity Guides
Unfortunately, we have also found that some VoLTE capable handsets are just not compatible with the VoLTE service provided by the Softbank network. This compatibility issue is out of our control but to provide further assistance, we have created a list of handsets below that (based off our own research and customer feedback) we believe to be incompatible.
Incompatible Phone List:
Click here to view our list
Apple
- iPhone 6s
Asus
- ROG 5
CAT
- S62 Pro
- Pixel 2
- Pixel 2 XL
Honor
- 7X
- 8X
Huawei
- Honor 7x
- Honor 8x
- Mate SE
- Nova 4
- P20 Lite
- P50 Pro
Kyocera
- Duraforce Pro 2
- Gratina
LG
- G8S ThinQ
- Stylo 5x
- V60 ThinQ 5G
- Velvet
Motorola
- Edge Plus (Edge+)
- Moto E
- Moto E5 Play
- Moto G04
- Moto G6 Play
- Moto G7 Play
- Moto G8 Power
- Moto G14
- One Hyper
OnePlus
- 5T
- 7T
- 8T
- 12R
Oppo
- A94
- A96
- F19
- Find X2 Pro
- Reno 5 Pro
- Reno 7
RealMe
- C55
- Narzo 50
Samsung
- Galaxy A03s
- Galaxy A7
- Galaxy A8
- Galaxy A8 Star
- Galaxy A20
- Galaxy A21
- Galaxy A22 5G
- Galaxy A30
- Galaxy A32 5G
- Galaxy A40
- Galaxy A41
- Galaxy A50
- Galaxy A51 5G
- Galaxy A52 5G
- Galaxy A71
- Galaxy A75
- Galaxy J3
- Galaxy J7 V
- Galaxy Note 8
- Galaxy Note 9
- Galaxy Note 10
- Galaxy Note 10+
- Galaxy Note 20 Ultra 5G
- Galaxy S7
- Galaxy S8
- Galaxy S8+
- Galaxy S9
- Galaxy S9+
- Galaxy S10
- Galaxy S10e
- Galaxy S10+
- Galaxy S20 5G
- Galaxy S20+ 5G
- Galaxy S21
- Galaxy S21 5G
- Galaxy S21 Ultra 5G
- Galaxy S21+ 5G
- Galaxy Z Fold 2 5G
- Galaxy Z Fold 3 5G
- Galaxy Z Flip 5G
- Galaxy Z Flip 3 5G
Sony
- Xperia 1
- Xperia 1 II
- Xperia 1 III
- Xperia 5 II
- Xperia 10 III
- Xperia XA2
- Xperia XZ1
Tecno
- Camon 19 Pro
- Spark Go 2024
Ulefone
- Note 11
Umidigi
- A7S
Vivo
- V20 SE
Xiaomi
- Mi 10 Lite 5G
ZTE
- Rakuten BIG
Please be advised that we have not had the opportunity to test all handset types and so there may be incompatible devices that are not yet listed here.
Need Further Assistance?
Make sure that you are also using the correct dialing procedure as shown here: Outbound Call Guide
The VoLTE calling feature is also linked to your data settings and so please check that your device is configured correctly by following the instructions in our data setup guides:
Android: Cellular Data Setup Guide
iPhone: Cellular Data Setup Guide
Please ensure that all APN (Access Point Name) profile settings and network mode settings are correct in addition to ensuring the VoLTE calling feature is enabled on your device.
For Xiaomi handset: If issue persists after completing the above checks, please follow the steps found here: Xiaomi VoLTE Issue Guide
If any issues persist after checking all settings / confirming your device meets our compatibility requirements, please contact our support team for further assistance.
Please send an email to support@mobal.com containing your account details (such as the Mobal Phone Number or your Order Confirmation Number) and the following information –
- The make / model of your device, your current location and a screenshot of all information that appears after dialing: *#06#
- Details of which services you are unable to use (i.e. just the VoLTE calling feature or all services).
- A screenshot of your current APN (Access Point Name) profile settings and of the current ‘Network Mode’ settings on your device.
- A screenshot showing which version of the Android OS or Apple iOS is currently installed on your device.
- Screenshots of any error messages that appear on the ‘Home’ screen and when you attempt to place a call.