eSIM Compatibility Insurance is an additional optional service that can be added to your eSIM order.

In the event of incompatibility, and only if you have purchased the insurance, we can provide a Pocket WiFi at no additional charge as an alternative, or offer a partial refund (eSIM price minus the insurance fee 550 JPY).                                                                                   

The eSIM Compatibility Insurance applies under the following conditions:

1. Your device does not support eSIM function.

2. Your phone is carrier-locked and cannot use any eSIM other than your original SIM.

3. Our eSIM does not work in your device for reasons we cannot verify after we have checked your Settings and you have cooperated with us to do all the troubleshooting steps, etc.                                                                         

*The eSIM Compatibility Insurance does not apply if you accidentally deleted the eSIM from your device.  

How can I receive the Pocket WIFI?       

You can contact us by email at contact@sakuramobile.jp. We will ask for your accommodation details (hotel or residence) so that we can ship the Pocket WiFi accordingly.

How can I get a partial refund with the eSIM Compatibility Insurance?

To receive a partial refund, you need to provide us with screenshots that show your device cannot use our eSIM. Please ensure the screenshots include any error messages, or any settings indicating the issue. You can check the following links for each device: 

・iPhone : https://support.sakuramobile.jp/hc/en-us/articles/32987945753625

・Samsung : https://support.sakuramobile.jp/hc/en-us/articles/32989409013657

・Google Pixel: https://support.sakuramobile.jp/hc/en-us/articles/32990486887193

・Others : https://support.sakuramobile.jp/hc/en-us/articles/33000323901593                                                     

How do I submit my screenshots for refund?

You can submit your screenshots by sending them via email to contact@sakuramobile.jp.                             Please provide us with the necessary screenshots and any additional information we may request to process your claim.   

What happens after I submit my screenshots?

Once you submit the required screenshots, our customer support team will review the evidence. If the issue is with the settings, then we will ask you to follow the troubleshooting steps so you can use the eSIM service. 

After we have verified the issue and your claim is approved, we will process the partial refund as per the insurance terms.