Frequently asked questions

Before you buy

What is an eSIM?

eSIM stands for "Embedded SIM" and refers to an electronic SIM card built into a device.
There is no need to insert a traditional physical SIM card; by setting up your profile information on the eSIM via the internet, you can access internet communications in various countries and regions.

Please tell me which devices are compatible.

This service can be used on SIM-free or SIM-unlocked devices that support eSIM.

Can I check if the device I'm using is SIM locked?

For iPhone (iOS 14 or later): Please follow the steps below to check . For iPhones using iOS 13 or earlier, please check with your carrier.
1. Open the Settings app
2. Tap the "General" item on the settings screen
3. Tap "Information" on the General screen
4. Check the "SIM lock" item. If it says "No SIM lock," the SIM is unlocked.

For Android: The name may vary depending on the model.
1. Open the Settings app
2. Tap the "Device Information" item on the settings screen
3. Tap "SIM card status" from the device information
4. Check the "Status" and if it says "Allowed", the SIM lock is unlocked and you can use it. If it says "Unauthorized", the SIM is locked and needs to be unlocked.
*For devices sold after October 1, 2021, SIM locking is prohibited as a general rule, and the above items may not be displayed. Please check the device manufacturer's website for details.

Can I check if my device supports eSIM?

Depending on your device, please check one of the following. If you can find the EID, your device is eSIM-compatible.

For iPhone:
Enter "*#06#" from the dial pad, and if the EID is displayed in "Device Information," the device is eSIM compatible.

For Android:
Enter "*#06#" from the dial pad, and if the EID is displayed in "Device Information," the device is eSIM compatible.
If it is not displayed, please check the following.
If EID is displayed in Settings > About Device > Other Information, the device is eSIM compatible.
*Menu names vary depending on the model, so please check for yourself.

Can I make and receive calls?

As this is a data-only plan, you cannot make or receive calls or send or receive SMS.

Which plan should I purchase?

Please consider a plan that suits the country or region you are visiting.
We offer plans for single countries as well as plans for travelling across multiple countries or regions. All plans come with unlimited data capacity, so you can use the service with peace of mind.

Can I extend the period or charge the data capacity?

Extensions and top-ups (charges) are not possible. If necessary, you will need to purchase a new card.

Can I use tethering?

Yes, it is possible. (However, operation is not guaranteed as it depends on the device you are using.)

After purchase, can I use it on a different device?

Once you have downloaded the eSIM, you cannot change the device you use it on.

Can I have my eSIM reissued?

It cannot be reissued, so if you need one, you will need to purchase a new one.

Is consumption tax charged?

No, it is tax-exempt. Due to system limitations, some screens may display the price including tax, but please note that this product is a tax-exempt transaction.

Steps to use

Please tell me the process to start using the service.

1. Check whether the smartphone you plan to use supports eSIM.
2. Purchase a plan that corresponds to the country or region you are visiting. After payment is complete, we will send you the information necessary for setup via email.
3. Follow the instructions in the email to set up.
4. After completing the setup, you can use the Internet by connecting to your country or region.

After purchase, when can I start using (communicating) the service?

The profile information required for setup will be sent to you by email after your purchase payment is completed.
You can start using the service immediately after completing the setup process, but please note that it cannot be used outside the country or region where you purchased it.

When does the plan start?

It starts from the day you connect to the local line in your country or region.

How do I count plan days?

The plan's usage period is not dependent on the start time of use, but will run from the day you connect to the local line until 23:59 (Japan time) for the number of days in your purchased plan.
Please note that a day is not counted as 24 hours from the time the line is connected.

*For example, if you have purchased a 3-day plan,
If you arrive at the destination at 19:00 on June 19th (Japan time) and connect there, the usage period will not be until 19:00 on the 22nd, but will be until 23:59 on the 21st.

About settings and use

Please tell me in detail how to set it up.

Please check here .

I got a message saying that eSIM is not available. (I was told to contact my carrier.)

To use this service, you will need to unlock the SIM on your device.
The procedure varies depending on the device you use and your contracted carrier, so please check for yourself.

The activation never finishes.

Activation may take some time depending on your device and local internet connection. Depending on your location, it may take up to an hour, so please be patient.

It says it couldn't be activated.

For iPhone users, we have received many reports of the message "Activation failed" being displayed even though the device has been successfully activated.
If this message appears, it is most likely that the eSIM has been activated. Go to "Settings" → "Mobile Data" and check that the eSIM you named yourself is listed in the SIM column. If it is displayed, it has been activated correctly.

I can't communicate even though activation is complete.

Please check the "Mobile Communications"/"Mobile Data Communications" settings on your device.

Mobile Communications: (Select the eSIM you want)
・The line is "on" ・Data roaming is "on"

Mobile data:
- Have you switched to a line other than your main line? - Is the "Allow switching of mobile data communication" setting turned "Off"?

I can't use the internet after completing the profile installation.

APN information is required for internet communication, and if you are using a low-cost SIM card, you will not be able to communicate if the "APN configuration profile" is installed.

For iPhone:
1. Open the Settings app
2. Tap the "General" item on the settings screen
3. Tap "VPN and Device Management" on the General screen.
4. Tap "Configuration profile to delete"
5. Tap "Delete Profile"

*If you wish to use your domestic communications services after returning to Japan, you will need to install the configuration profile of your contracted carrier again yourself.

The line was turned on while I was setting it up in Japan. Can I start using it now?

The service will start when you connect to the local line locally. Please rest assured that the service will not start even if you turn on the line in Japan.

Can I check the amount of data I have used?

This service is provided on an unlimited plan and data usage cannot be confirmed individually.

What happens if the subscription period for my purchased plan expires?

Once the usage period has expired, you will no longer be able to use the service.
There is no daily charge, so if you wish to continue using the service, you will need to purchase a new one.

Can I extend the usage period?

You cannot change your plan after purchase.
Cancellations and refunds are not possible after purchase, so please be sure to check that your country, region, and usage period are correct before purchasing.

Can I change my plan after purchasing?

I can't watch TikTok. (Some apps are not available.)

Communications in Asia are mainly based on Taiwanese telecommunications carriers.
Therefore, you will not be able to view some restricted apps such as TikTok.

Cancellation after purchase

Can I cancel if I no longer plan to use the service?

Cancellations and refunds are not possible after purchase.

I accidentally deleted the eSIM I installed. Can I get a refund?

If the eSIM is accidentally deleted, cancellations and refunds cannot be made.

Can I cancel my order because my smartphone does not support eSIM?