If you are looking for the 4G Unlimited Travel eSIM version, please click here.
This article is for 5G eSIM Troubleshooting.
There are a few issues that you may face when installing or activating the eSIM on your phone.
Please go through all the steps below and find the solution to the issue you are facing.
Step 1: Did you receive a QR code by email?
If not, please contact us as soon as possible.
FAQ: [Travel eSIM] I have not received the eSIM QR code after I ordered. What should I do?
Step 2: Can you scan our eSIM QR code?
Please go to the "eSIM" function inside the settings page, and try to scan the QR code.
※You need to be connected to the internet for the installation.
For the installation process, please check the YouTube video link below:
- 1:18 Install eSIM profile
- 1:17 Install eSIM profile
Other FAQ pages that might be helpful:
・I can not find the "eSIM" function to scan the QR code.
・I can scan the QR code, but it does not install.
・I am not sure if I have successfully installed the eSIM or not.
Step 3: Have you completed/checked the APN settings after you installed (added) the eSIM?
Some Android phones (Samsung Galaxy, OPPO, etc.) require an APN settings procedure after installing the eSIM profile. If you cannot use data after installing the eSIM profile, please check our 5G eSIM APN settings page.
FAQ: Where do I find/do the APN settings? (Android)
For Android users:
Some Android phones (Samsung Galaxy, OPPO, etc.) require an APN settings procedure after installing the eSIM profile. If you cannot use data after installing the eSIM profile, please check our eSIM APN settings page.
FAQ: Where do I find/do the APN settings? (Android)
For iPhone users:
If you have another APN profile installed on your phone already, there is a possibility that our eSIM will get stuck on the "Activating..." status or will display "No Signal" at the top left corner of your display. In that case, please kindly remove your current APN profile to activate our eSIM.
How to remove an APN profile:
For iOS 15 or newer, you can go to Settings > General VPN & Device Management > Tap on Profile Remove Profile.
Old iOS version: Go to Settings > General Profile Remove Profile.
Step 4: I completed all of the steps above, but I cannot use the data connection yet.
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 or 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 troubleshooting:
1. Your device type and model, as well as the country from which 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 displayed. (If any)
Step 5: I can use the data connection, but I cannot enable the hotspot function (tethering).
For iPhone :
If you use an iPhone device, you just have to enable the tethering/personal hotspot function after the data connection starts.
For Android :
If you use an Android device, you just have to enable the tethering/personal hotspot function after completing the APN settings, and the data connection starts.
