Firstly, we would like to check 3 points with you.
・Are you currently in Japan? The eSIM data is ONLY valid when you are in Japan.
・Make sure you ONLY have our eSIM turned ON. 
・If you are using an Android phone, please check if you have completed the APN setting? Make sure there are no typos, nor extra spaces when inserting the APN settings.

If this still does not solve the issue, please contact us at your earliest convenience with the following information to speed up the trouble shooting:
1. Your device type and model - as well as from which country you bought it
2. Send us a screenshot of the APN setting page; we would like to see if everything is correct.
3. Send us a screenshot of your Network / Mobile Data / SIM Card Manager Settings pages.
4. Send us a screenshot of your home screen where we can see the signal bar display.
5. Send us a screenshot of the error message display. (If any)