There may be a number of reasons why you are having trouble scanning your QR code.
Please see the checklist below so that you can easily identify the problem:

1. Does your device support eSIM?
If you’re not sure, please visit our eSIM compatibility page.
Also check General Settings > About > find EID number
Alternatively, please dial *#06# and check if you can find a 32 digits EID or not.
*If there is no EID, then it does not support eSIM.

2. Is your device unlocked?
You also need to make sure that your device is unlocked.
If it turns out your device is locked, please contact us at contact@sakuramobile.jp and we will try to find a solution for you.

3. Are you scanning from your device’s settings menu?
Please note that you cannot scan the QR code from your device’s camera. You must go to your device’s settings menu and follow the right process so that your device knows you’re scanning an eSIM.

iPhone scan page

Android scan page

4. Are you currently using the eSIM from us?
If you already have another eSIM plan in your phone, please turn it OFF (not deleting). Then, try the installation steps again.
If you already have another SIM card in your phone, please take out the SIM card from your phone. Then, try the installation steps again.

iPhone

Android