My SIM card will not work

We're sorry if your SIM card isn't working. Have you checked that your phone is unlocked and compatible with our providers? Note also that as stated on our website, Google Pixel phones are NOT compatible.

Be sure you have activated your SIM properly by following the instructions we provided with the SIM card. Note that the SIM won't be recognised by your phone until after its activation in Japan, and and that the card won't activate between Tuesday 10pm until Wednesday morning 9am (Japan time) as the server is under weekly maintenance during this period.

In the Mobile (Data) Network on the General settings of your phone, you should find an option called Access Point Names (APN), please make sure that you have entered the correct information:

For apple products:
APN: ppsim.jp
Username: pp@sim
Password: jpn

For android products:
Name: ppsim
APN: ppsim.jp
Username: pp@sim
Password: jpn
Authentication type: PAP or CHAP

You can check if the information has been correctly inputted into your device if after restarting your device the information has correctly saved itself when you go back onto the Access Point Names (APN) settings. Please also ensure that your data roaming is ON.

If your phone is dual-SIM and you have 2 SIMs inserted, you may have to remove the non-Japanese one in order for our SIM card to work.

If after all this you still have issues with your SIM, please let our customer support team know.