4G LTE Unlimited Data eSIM:
Please check the following:
・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 settings. 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 or send us an email via contact@sakuramobile.jp at your earliest convenience with the following information to speed up the troubleshooting:
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)
5G/4G Unlimited Data eSIM:
Please kindly check the following points.
*The data connection is available only in Japan. If you install our eSIM outside of Japan, please try to use it once you arrive in Japan.
★ If you are experiencing an activation issue or error, it is likely due not not being in Japan; please restart your device upon arriving in Japan ★
[For Android]
★★- Please make sure you the correct APN settings have been selected if your phone is Android★★
--- ! Important ! ---
★Please kindly be aware that some Android phones (Huawei, Xiaomi, Honor etc.) require an APN settings procedure after installing the eSIM profile. Please check the link below and complete the APN settings if you cannot use data after you install the eSIM profile.★
- If you already have another eSIM profile on your phone, please turn it off.
If this still does not solve the issue, please contact us or send us an email via contact@sakuramobile.jp at your earliest convenience with the following information to speed up the troubleshooting:
1. Please inform us of your phone type and model.
2. Please send us a screenshot of your SIM & eSIM List. (where you can see your SIM list on your device)
3. Please send us a screenshot of your APN settings page. We would like to see if everything is correct.
4. Please send us a screenshot of the ICCID of the installed eSIMs in the "About", "information", or "About phone" section of your phone.
5. Please send us a screenshot of your Home Screen where we can see the signal bar display.
**Please make sure to turn off your WiFi connection 🛜 so that we can see the situation of your mobile (cellular) data connection.
6. Please send us a screenshot of the error message displayed.
