eSIM Compatibility Insurance is an additional service that ensures you can use your eSIM without any issues. If you find that your device does not support eSIM or is carrier-locked, this insurance will help you get compensated.
The eSIM Compatibility Insurance applies under the following conditions:
- Your device does not support the eSIM function.
- Your phone is carrier-locked and cannot use any eSIM other than your original SIM.
- 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 do I get compensation with the eSIM Compatibility Insurance?
To receive compensation, you need to provide us with screenshots that show your device cannot use our eSIM.
Please ensure the screenshots include any error messages or settings screens 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 compensation?
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 your compensation as per the insurance terms.