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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

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Your eSIM cannot be activated

eSIM stuck on “Activating” status (iPhone)