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Mobal.com
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My Account

Shipping

2

Shipping Options
Uploading Your I.D.

Collection

2

Changing Collection Date / Location
Collection Point Information

Returns

1

Money Back Guarantee

Login Details

3

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

Account Holder

1

Account Ownership / Name Changes

Account Closure

1

Closing your Mobal Account

General Information

2

Emails You Will Receive
What’s “MyAccount”?

Your Billing Details

2

Cash Payments
Updating Your Billing Details

Charges

6

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

Billing Issues

8

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

Security

3

Contact Methods Mobal Uses
Is My Information Secure?
Reporting Lost / Stolen Items

Voice+Data SIMs / eSIMs and WiFi Devices

2

Activation Requests
Activation Times

Data-Only SIM Cards

1

Activation Requests

Data-Only eSIMs

1

Activation Requests

SIM Cards

2

Installing Your SIM
SIM Card Size

Voice+Data eSIMs

1

Installing Your Voice+Data eSIM

Data-Only eSIMs

1

Installing Your Data-Only eSIM

WiFi Device

1

Device Information

Plan Changes

4

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

Termination / Supension

4

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

Reactivate

1

Reactivate Your Plan

Phone Number

2

Phone Number Type
When will I receive my number?

Placing Calls

4

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

Receiving Calls

1

How Contacts Call You

Usage Rates

1

Check Your Usage Rates

Voicemail

1

Voicemail Information

Phone Number

2

Phone Number Type
When will I receive my number?

Sending Text Messages

2

Country Codes
How To Send SMS Messages

Receiving Text Messages

1

How Contacts Send You SMS Messages

Usage Rates

1

Check Your Usage Rates

Android

1

Data Settings (Android)

iPhone

1

Data Settings (iPhone)

MiFi Devices

1

Data Settings (MiFi Device)

Data Allowance

2

Increasing Your Data Allowance
Tracking Your Data Usage

Data Speeds

1

Expected Data Speeds

Activation / Connection Issues

8

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

Data Issues

9

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

Calling Issues

3

Calling / VoLTE Issue (Physical SIMs Only)
Issues outside of Japan (International Roaming)
Xiaomi Phone – Calling / VoLTE Issues (Physical SIMs Only)

Text Message Issues

3

Issues outside of Japan (International Roaming)
LINE App – Age Verification Issue
MMS Messaging Error

Compatibility

5

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

Coverage & Frequencies

1

Coverage & Frequency Info

Emergencies

3

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

Lost / Stolen Reports

1

Reporting Lost / Stolen Items

Phone Number Transfer

2

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

Device Transfer

1

New Phone – Transferring eSIM / SIM Card

Replacements

1

Deleted eSIM

Home
Support

getting started

Activation Requests
Activation Requests
Activation Requests
Compatibility Checks
Country Codes
Data Settings (Android)
Data Settings (iPhone)
How Contacts Send You SMS Messages
How To Place Calls
How To Send SMS Messages
Installing Your Data-Only eSIM
What’s “MyAccount”?
When will I receive my number?