If cellular data access is currently unavailable, please refer to the relevant guide below –
All SIM Card / eSIM Services
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Basic Checks:
If you are using a Voice+Data SIM / eSIM or a Data-Only SIM / eSIM and cellular data access is unavailable, please visit the Android or iPhone Data Settings link below to ensure your device is configured correctly –
Android Data Settings
iPhone Data Settings
Please note that our products do not support international roaming and so if you have not yet arrived in Japan, this will be the cause of the connection issue.
Separate Issues:
If cellular data access is available but the connection is slow, please refer to the information found here: Speed Issues
If you are using a Voice+Data SIM / eSIM or a Data-Only eSIM and you have not yet submitted an activation request however, please follow the instructions found here (for Voice+Data SIMs / eSIMs) or here for (Data-Only eSIMs).
Need Further Assistance?
If you have completed the checks above but the issue persists, please send an email to support@mobal.com containing the information requested in the “Need Further Assistance?” section (at the Android / iPhone Data Settings link).
WiFi Devices
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Basic Checks:
If you are using a Mobal WiFi device and internet access is unavailable, please firstly ensure that your device is listed as “Active” by logging in to your Mobal online account: www.mobal.com/myaccount
If you have not yet submitted an activation request (or your plan was previously suspended and you need to reactivate it), simply follow the instructions found here: Activation Guide
Please also note that our products do not support international roaming and so if you have not yet arrived in Japan, this will be the cause of the connection issue.
If internet access is available but the connection is slow however, please refer to the information found here: Speed Issues
Need Further Assistance?
If you have completed the checks above but the issue persists, please send an email to support@mobal.com
When contacting our support team, please ensure that your message contains your account details (such as the order number or contract number associated with the WiFi device) and your current location.
Please also provide more information on the issue. This could include screenshots of any error messages you are receiving and details of what happens when you attempt to connect to the device or when you attempt to access the internet.