Help Center & FAQ - 24/7 Customer Support

FAQ

What is an eSIM?

An eSIM (embedded SIM) is a digital SIM built into your smartphone. You can use data by installing a cellular profile via a QR code scan or a single tap, without needing to insert or remove a physical SIM card. There is no need to wait for a physical card to be delivered, allowing instant activation at your travel destination.

Can I keep using my original phone number?

Yes, you can. Most modern smartphones support Dual SIM (Physical SIM + eSIM). You can keep your original number active (for calls, texts, and OTP reception) while setting your device to use our eSIM for data during your travels.

Does my phone support eSIM?

Check if your device supports eSIM. If an EID is displayed when you dial *#06#, the device is compatible.
👉Check Supported Devices
Before purchasing, please make sure to check device compatibility and carrier lock status. eSIM may not work on carrier-locked devices.

iPhone / iPad	Android
Check the 'Carrier Lock' section under Settings => General => About. It must display 'No SIM restrictions'.	Check the SIM manager or mobile networks menu, or contact your carrier to verify the unlock status.

When can I start using the eSIM? Can I install it in advance?

We recommend installing it in advance before departure in a stable Wi-Fi environment. However, data communication will activate only after you arrive at your destination (Japan) and connect to the local network. It will automatically connect within a few minutes after arrival.

What installation methods are available?

We offer two main methods.

Method	Usage	Procedure
Direct Install	When installing on the ordered device	Tap the "Install Now" button to start the installation immediately.
QR Code Scan	When viewing order details on another device	Tap "Show QR code" to display the QR code, then scan it with the camera of the device to be installed.

⚠️ Very Important: eSIM can only be installed once. If deleted after installation, it cannot be reinstalled, so please make sure to install it only on the single device you actually intend to use.

What do I need to configure after installation?

Please check the following 2 settings after installation:

Ensure the eSIM line is turned On.
Ensure the data line is set to the eSIM.

The antenna signal is not showing or the internet is not working.

First, check the two settings mentioned above (Line On / Data Line Assignment). If you still cannot get a signal, please try the following:

Turn Airplane Mode on and off again
Reboot your device 2 to 3 times
Connection usually returns to normal within a few minutes after arriving in Japan.

If the above methods do not work — Manual APN Setup (Android only)

Android devices can often resolve connection issues by manually adding the APN. (iPhone configures this automatically, so this process is not required.)

Step	Samsung Galaxy	Google Pixel & others
1	Settings	Settings
2	Connections	Network & Internet
3	Mobile Networks	Mobile network (or SIMs)
4	Access Point Names	Access Point Names
5	Tap Add or (+) button at the top right corner	Tap (+) icon at the top of the screen
6	Input APN information	Input APN information

KDDI (au) APN Information (5G/LTE)

Item	Value
Name	au
APN	uad5gn.au-net.ne.jp
Username	uad5gn.au-net.ne.jp
Password	au
Authentication type	CHAP

I have used all my data or the expiration date has passed.

Once data is exhausted or the validity period expires, the eSIM can no longer be used. You can continue using our service by purchasing a new plan.

What should I do if the problem is still not resolved?

If you still cannot connect after these steps, please contact our 24-hour Customer Support. To help us assist you faster, please provide the ICCID (visible when you tap "Show QR code"), your device model, installation status, the signal/error status on your screen, and the troubleshooting steps you have already tried.

Need help with a KDDI product?

Visit supportjapantravel.com and use the inquiry form at the bottom right to contact support.