Can't use your eSIM?
Work through this checklist before contacting support.
Important
Once you delete the eSIM profile, it cannot be downloaded again.
Unlimited plan only
Slow data speeds?
If you purchased an unlimited plan, high-speed data is available up to 3GB per day, as described in the precautions on the purchase page. After you reach that daily amount, speed is reduced automatically until the next reset.
- The high-speed allowance resets every day at 12:00 AM JST.
- For heavier tasks or sustained high bandwidth, use free Wi‑Fi where available (e.g. hotels and cafés) across Japan.
Activation requires internet connection
When you try to activate (install) the eSIM, your phone needs internet. Make sure you're on a stable Wi‑Fi or any working connection during installation and activation. Turn VPN off if it's enabled.
Phone doesn't support eSIM?
- Confirm the phone is SIM-unlocked.
- Set Date & Time to automatic and restart the phone.
- Ensure Data Roaming is ON for the eSIM line (you can turn it off after activation if you prefer).
You are outside of Japan
- Our plan connects in Japan. You can install the profile abroad, but mobile data may not come online until you arrive in Japan.
Not used elsewhere
- An eSIM can be activated on one device only.If you started activation on another device, it will no longer validate.
APN settings (for Android users)
You may need to set the APN manually. Follow the steps on our activation guide.
Open how to activate