If you have purchased / intend to purchase a new device and wish to continue using our services, the options available will depend on the specific product type.
For more information, please refer to the relevant guide below –
Voice+Data eSIMs
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Your eSIM is currently linked (via the “EID” number) to the original device you installed the eSIM on.
If you have now switched to a new device and wish to transfer the eSIM, you will be required to login to your Mobal online account (MyAccount) to submit a re-issue request.
Once you have logged in to your account, please visit the Services section and then click on the More Information button found next to the relevant eSIM.
On the next screen, click on the Reissue eSIM/Change Device button as shown in the image below –
You can then follow the on-screen prompts to request a replacement eSIM and retain your original phone number.
During this process, you will be asked to provide the EID number for the new phone (so that the replacement eSIM can be linked to your new device).
For instructions on how to view the EID, please visit the following link: EID Guide
If you signed up for the Mobal ‘All-Risk Protection Plan’ when you first activated your eSIM, this plan will cover the cost of a free replacement eSIM. If you did not sign up for this plan, you will be required to pay for the replacement eSIM when requesting the re-issue.
Even if you are covered by the protection plan however, you may still be charged a processing fee of ¥200 when requesting the re-issue (as the process may fail if the charge is ¥0). If a ¥200 fee is processed however, we can confirm that this amount will be returned to you as an account credit (which will be deducted from your next bill).
Once we have reissued your eSIM we will send you an email confirming so. Please note that it can take up to 24 hours for the eSIM to be reissued.
Data-Only eSIMs
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Our Data-Only eSIM products operate as a pre-paid service which means that no changes can be made (to the plan or the plan duration etc) and the eSIM cannot be reissued (or reinstalled if it has been deleted).
The eSIM will only be linked to the original device you installed the eSIM on and so if you have purchased a new device (and wish to continue using our Data-Only eSIM service), the only solution would be to purchase a new eSIM directly from the Mobal website.
Physical Voice+Data / Data-Only SIM Cards
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If you have purchased a new phone (and wish to continue using your Mobal SIM card), you can simply remove the SIM card from the original device and install it in the new one.
However, you would need to ensure that the new device meets the compatibility requirements mentioned here: Compatibility Guide
You must also ensure that you reinstall our APN Profile which can be found in the “Data > Cellular Data Setup” section of our support pages.