*This troubleshooting applies to both our long-term SIM cards/eSIMs.

If your item is a Short-term Travel SIM card, please visit here instead.

If your item is a Short-term Travel eSIM, please visit here instead.

For Long-term SIM card/eSIM:

To get a PUK code, please contact us immediately.

If you have bought multiple SIM cards/eSIMs, please specify which eSIM you are having the issue with.

You may send us a photo/screenshot of your SIM/eSIM list on your device:

*For SIM card users only:

After that, we will contact Docomo (the main provider) to get the PUK code for your SIM Card immediately and get back to you with the PUK code.

*Please kindly be advised that it may take a while to receive the information.
**Please do not enter any code in the meantime.
***Please be careful if you enter the wrong code 10 times, the SIM card will be deactivated.