Mobal Support

Shipping

Shipping Options
Uploading Your I.D.
Age Restrictions (18+) for Voice products

Collection

Collection Point Information
Changing Collection Date / Location
Age Restrictions (18+) for Voice products

Returns

Money Back Guarantee

Login Details

Changing Your Email Address / Password
Forgotten your password?
Login Issues

Account Holder

Account Ownership / Name Changes

Account Closure

Closing your Mobal Account

General Information

What’s “MyAccount”?
Emails You Will Receive
Refer a Friend

Your Billing Details

Updating Your Billing Details
Cash Payments

Charges

Check Your Usage Rates
How to view my charges?
How am I billed for my plan?
What currency am I billed in?
Unexpected Charges
¥100 Authorization Charge
Cash Payments

Billing Issues

Declined Charges
Disputed Charges
PayPal Payment Issues
Issue Updating Billing Information
Refunded Transactions
¥100 Authorization Charge
Unexpected Charges
Why am I being asked for a Pass code? (3DS)

Security

Reporting Lost / Stolen Items
Contact Methods Mobal Uses
Keeping Your Mobal Account Secure
Age Restrictions (18+) for Voice products

Voice Capable SIMs / eSIMs and WiFi Devices

Activation Requests
Activation Times

Data-Only SIM Cards

Activation Requests

Data-Only eSIMs

Activation Requests

SIM Cards

Installing Your SIM
SIM Card Size

Voice Capable eSIMs

Installing Your Voice+Data / Voice Lite eSIM

Data-Only eSIMs

Installing Your Data-Only eSIM
Data-Only eSIMs purchased for others

WiFi Device

Device Information

Plan Changes

Plan Upgrades / Downgrades
Extension Requests
Increasing Your Data Allowance
Cancel Pending Request

Termination / Suspension

Termination Requests
Suspension Requests
Cancel Pending Request
Reporting Lost / Stolen Items

Reactivate

Reactivate Your Plan

Phone Number

When will I receive my number?
Phone Number Type
Phone Number already in use

Placing Calls

How To Place Calls
Country Codes
Calling Emergency Services
Calls to Toll Free Numbers/Collect Calls

Receiving Calls

How Contacts Call You

Usage Rates

Check Your Usage Rates

Voicemail

Voicemail Information

Phone Number

When will I receive my number?
Phone Number Type

Sending Text Messages

How To Send SMS Messages
Country Codes

Receiving Text Messages

How Contacts Send You SMS Messages

Usage Rates

Check Your Usage Rates

Android

Data Settings (Android)

iPhone

Data Settings (iPhone)

MiFi Devices

Data Settings (WiFi/MiFi Devices)

Data Allowance

Tracking Your Data Usage
Increasing Your Data Allowance

Data Speeds

Expected Data Speeds

Activation / Connection Issues

eSIM Installation Issues
eSIM stuck on “Activating” status (iPhone)
eSIM “Code is no longer valid” Error Message
No Signal / Network Connection
Deleted eSIM
SIM Not Supported (iPhone)
What’s an “eSIM Access Code”?
What’s an “EID” and how to find it? (eSIM only)
Pin / Password Locks
Error Codes (WiFi Device)

Data Issues

Can’t use Cellular Data
Slow Speeds
Hotspot / Tethering Feature
Issues outside of Japan (International Roaming)
Can’t Create / Save APN Profile (Android)
PDP Authentication Failure (iPhone Error)
2GB Data Warning (Android)
Error Codes (WiFi Device)
Issue after switching back to Domestic SIM (iPhone Users)

Calling Issues

Issues outside of Japan (International Roaming)
Calling / VoLTE Issue (Softbank)
Xiaomi Phone – Calling / VoLTE Issues (Softbank)
WiFi Calling

Text Message Issues

Issues outside of Japan (International Roaming)
MMS Messaging Not Supported
LINE App – Age Verification Issue

Compatibility

Compatibility Checks
SIM Card Size
What’s an “EID” and how to find it? (eSIM only)
Locked Phone
Pin / Password Locks

Coverage & Frequencies

International Roaming Not Supported
Coverage & Frequency Info

Emergencies

Calling Emergency Services
Can I receive Emergency / Earthquake Alerts?
Reporting Lost / Stolen Items

Miscellaneous

Using WhatsApp
Phone Number already in use
Voice+Data / Voice Lite (Product Comparison)

Lost / Stolen Reports

Reporting Lost / Stolen Items

Phone Number Transfer

Mobile Number Porting (MNP) Requests
Transfer Phone Number – Mobal SIM to Mobal eSIM (or vice versa)

Device Transfer

New Phone – Transferring eSIM / SIM Card

Replacements

Switching between Voice Lite & Voice+Data services
Deleted eSIM
Converting SIM Cards to eSIMs (or Vice Versa)

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Additional fees

Unexpected Charges
How am I billed for my plan?

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