My eSIM is not working

We’re sorry if the eSIM is not working for you. First, please check that your phone is unlocked, and compatible with our providers.

You can check our website for a list of compatible devices HERE.

If your phone is compatible, then please ensure you have activated the eSIM properly by following the instructions HERE.

As stated on our website please DO NOT delete or remove the eSIM from your device, as it cannot be recovered once deleted.

If you have an Android device, you will also need to enter the information below into the eSIM APN (Access Point Name) settings before it will work:

Name: ppsim

APN: ppsim.jp

Username: pp@sim

Password: jpn

Verification Type: PAP or CHAP

Note also that the eSIM won't work until after its activation in Japan, and that it cannot be activated between Tuesday 10pm until Wednesday morning 9am (Japan time) as the server is under maintenance.

Please also ensure that your data roaming is turned ON.

You can also call the Japanese supplier helpline 24/7 for assistance in English on +81 (0)50-5835-2190.

If after all this you still have issues with your eSIM, please contact us with the eSIM number (ICCID) and we can check directly with the supplier to find out what the issue might be.