Support
Already bought a plan? Sign in to your account to get help with your eSIM. Otherwise, use the form below.
FAQ
Will my phone number still work?
Yes — your primary SIM stays active for calls/SMS; the eSIM handles data (dual-SIM).
When does the plan start?
Your day count starts when the eSIM first connects to a local network in your destination. No days are used before that — installing early costs nothing.
What if it does not work?
First try: ① toggle Airplane Mode, ② make sure Data Roaming is ON for the eSIM line, ③ select the network manually. This fixes most cases. Still nothing? If you added the money-back guarantee (Basic/Premium), just file a claim from My account — with no data used it is approved automatically and the refund starts right away, no email back-and-forth needed.
Which devices are supported?
iPhone XS or newer on iOS 17.4+ (one-tap install), and listed global-model Androids on Android 11+ (Pixel 4+, Galaxy S20+/Z/A54+, Xperia 1 III+/10 IV+, OPPO Find X3+/Reno5 A+, Xiaomi 12T+, Motorola edge 30+) via QR. Dial *#06# — an EID must appear. Mainland-China models and carrier-locked phones are not supported.
My phone model was bought outside the US/EU — will it work?
Please double-check. The same model name (e.g. Pixel) can ship with different frequency bands depending on the sales region, and some regional variants connect poorly or not at all to Japanese networks (SoftBank bands B1/B3/B8/B28, 5G n77). Carrier-locked phones will not work either. If you are unsure, add the money-back guarantee at checkout — if it does not connect and no data was used, your claim is approved automatically.
Why does iPhone need iOS 17.4 or later?
iOS 17.4 enables one-tap eSIM install — tap the link in our email and the eSIM installs itself, no QR scanning. Every eSIM-capable iPhone (XS and newer) can update to it for free in Settings › General › Software Update.
When should I install the eSIM?
Before your flight, over Wi-Fi at home. The plan starts counting only when you first connect to a network in Japan, so installing early costs nothing. Note: the eSIM must be installed within its registration window, counted from the purchase date (shown at checkout).
Can I share the connection with my laptop or family?
Yes — tethering/hotspot is supported on our plans. Note that hotspot use consumes your daily data faster.
What happens when I use up the daily data?
On daily plans the speed drops to a slow rate (e.g. 128kbps) until the next day resets — you are never cut off completely or charged extra.
Is "Roaming" showing on my screen a problem?
No — travel eSIMs connect as roaming by design. Data Roaming must be ON for the eSIM line. There are no extra roaming charges.
How fast is the connection?
Japan plans run on SoftBank 5G/4G. In cities expect speeds comparable to local users; rural areas may be slower.
Can I pay with my credit card safely?
Payment is processed by Stripe (the same processor used by Amazon and Google). Your card number never touches our servers.
Do I need to return anything after my trip?
No — an eSIM is software. Just delete the eSIM profile from your phone settings after you get home.
→ Full setup guide (iPhone & Android)
Contact us
Have an order? Sign in so we can see your eSIM. For pre-sale questions, message us here — we reply by email.