Support

iPhone XS and later, and Android phones from around the Pixel 3 or Galaxy S20 onwards, generally work. To be certain, check the phone itself: on iPhone, Settings > General > About shows an EID if it is supported; on Android, dial *#06# and look for an EID. The video above walks through it.

Yes. An eSIM connects you to another carrier's network, so a locked phone cannot be activated. Phones sold in Japan from October 2021 are unlocked by default; older ones can be unlocked free of charge from your carrier's account page.

Yes. Our eSIMs are data-only and your Japanese line stays in the phone. Your number does not change and LINE keeps working as usual. Just turn off mobile data on the Japanese line.

Not from the eSIM itself. Data-based calls such as LINE or WhatsApp work normally. Calls and SMS to your Japanese number still arrive if you leave that line switched on (charges follow your own carrier's terms).

It depends on the plan. Plans that allow it are marked "Tethering OK" in the plan list. Plans without that mark do not support tethering.

Any time before you leave. The QR code is issued automatically, 24 hours a day, right after purchase. It does expire 30 days after issue, so buying more than a month ahead is not recommended.

Certain Taiwan plans require real-name registration under local law (the NCC guidelines). We mark those plans on the product page and again at checkout. After purchase, use the link in your email or the button on your order page to register your passport details yourself on the carrier’s page (https://kyc.esim.exchange). We never hold your passport details. The eSIM cannot be activated until that is done. If you would rather not register, we refund in full, since the eSIM will not have been activated.

Open https://kyc.esim.exchange. The page is in English and Chinese. 1. In the "SN" field, enter your eSIM Coupon SN. We include this number in the email we send you and on your order page. You can also scan it with the camera button. 2. Enter the captcha and press "Click to get Verification code". 3. Press "Real-name authentication begins" to go to the next step. 4. Enter the name as printed in your passport, the passport number, gender and expiry date, and upload a photo of your passport. 5. You can check the outcome later with "Query the authentication result" on the same page. Everything must match your passport exactly. If anything is unclear, write to info@esim.co.jp. We never hold your passport details.

By email and SMS within a few minutes of purchase, at any hour. If nothing has arrived after 30 minutes, check your spam folder and then contact us from the order lookup page.

Before you leave, while you are on Wi-Fi in Japan. Adding the eSIM does not consume any data. On most plans the days only start counting once you actually connect at your destination.

Scan it within 30 days of receiving it. After that the code stops working and cannot be refunded. The exact window for each plan is shown on its product page.

Three things: turn on Data Roaming for the new eSIM, turn off mobile data on your Japanese line, and set mobile data to use the new eSIM. Some plans also need an SMS or a short dial code afterwards — when they do, it is written in the instructions sent with your QR code.

No. An eSIM can only be installed once. A deleted profile cannot be reissued and is not refundable, so please leave it in place until your trip is over.

No. Each QR code belongs to one device. Take care to scan it on the phone you will travel with.

Your phone's settings show an approximate figure. Where the local carrier also offers a check (an SMS to a short number, or a dial code), we print the exact steps on the product page and in the instructions sent with your QR code.

It varies by plan. Some reset at local midnight, others every 24 hours from activation. Each product page states which one applies.

Depending on the plan you either continue at a reduced speed (128 kbps or 5 Mbps, for example) or the connection stops for that day. At reduced speed, maps and messaging still work.

Follow the troubleshooting video above in order. Roaming left off, the Japanese line taking priority, or switching to LTE/4G solves nearly every case. If it still fails, get in touch.

Credit card (VISA, Mastercard, JCB, AMEX), PayPay, LINE Pay, and konbini payment.

Yes — download it any time from the order lookup page.

Full refund before activation. Activated eSIMs, expired QR codes, and profiles deleted by mistake cannot be refunded.

No. For some plans the supplier starts the clock the moment you buy. They cannot be cancelled or refunded, even before you receive the QR code. We show a red warning on those plans before you buy.

No. We cannot refund unused days or data on a plan that has started.

Just turn mobile data back on for your Japanese line. A used eSIM costs nothing if you leave it on the phone, but you can delete it from settings if you prefer.

No — each eSIM is single-use. Buy a new one for your next trip.