Question 1

Can I buy it before I arrive in Japan?

Accepted Answer

Yes. You can buy it and install the eSIM while you are still at home. The validity period only starts when you first connect to a network in Japan, so buying early costs you nothing.

Question 2

Can I buy it after I arrive in Japan?

Accepted Answer

Yes. However, you need an internet connection to complete the purchase and install the eSIM, so please use Wi-Fi at the airport or your accommodation. Buying and setting it up in advance is smoother.

Question 3

Which mobile network will I connect to?

Accepted Answer

You connect to a Japanese mobile network. The network is chosen automatically based on your location and signal conditions, so there is nothing for you to configure.

Question 4

Can I use tethering (personal hotspot)?

Accepted Answer

Yes. Note that data used for tethering also counts towards your daily high-speed allowance. If you exceed it, speeds are reduced for the rest of that day.

Question 5

What is eSIM?

Accepted Answer

An eSIM is a digital SIM built into your smartphone. There is no small plastic card to swap in and out. Just scan the QR code issued after purchase and you can connect to the internet over Japanese mobile networks. There is no card to lose, and you can keep using it alongside the SIM from your home country.

Question 6

Which devices support eSIM?

Accepted Answer

"This device is compatible with iPhone XS and later (including iPhone SE 3rd generation), Samsung Galaxy S20 and later, Google Pixel 4 and later, Sony Xperia 1 IV and later, etc. For more details, please check the ""Compatible Devices"" page or enter ""*#06#"" in the phone app to see if the EID is displayed."

Question 7

Is SIM unlocking necessary?

Accepted Answer

Yes, it is necessary. Devices purchased from carriers may be SIM-locked. Please be sure to unlock them before purchasing. You can find instructions on how to unlock them on your carrier's website or at their shop.

Question 8

Can I use a physical SIM and an eSIM at the same time?

Accepted Answer

Yes. On a dual-SIM device you can use both at once. For example, you can keep receiving voice calls on your home physical SIM while using NAVITIME eSIM for data in Japan.

Question 9

Will I be provided with a phone number? Will I be able to send SMS messages or make voice calls?

Accepted Answer

NAVITIME eSIM is a data-only service. It does not come with a Japanese phone number, and you cannot make regular voice calls or send and receive SMS. Voice calls and messaging through data-based apps such as WhatsApp, LINE, Skype and FaceTime work without any problem.

Question 10

Please tell me which countries/regions are supported.

Accepted Answer

It can be used across the whole of Japan, covering everywhere from major cities to rural sightseeing areas.

Question 11

"Are there any speed restrictions on the ""unlimited data"" plan?"

Accepted Answer

Yes. Under our fair use policy, which keeps the network stable for everyone, there is a daily high-speed data allowance (3GB for plans for use in Japan). If you exceed it your connection is not cut off, but speeds are reduced until midnight Japan time. Messaging and route searches still work, but video streaming and large downloads are not practical, so we recommend using the Wi-Fi at your accommodation for video.

Question 12

How do I install an eSIM?

Accepted Answer

"Simply scan the QR code included in your purchase confirmation email with your device's camera. iOS: Settings → Cellular → Add eSIM. Android: Settings → Network & Internet → SIM → Add eSIM. For more details, please see the ""User Guide"" page. The process takes approximately 2 minutes."

Question 13

When can I start using it?

Accepted Answer

Once the eSIM is installed, it starts automatically the moment you turn on data roaming in Japan. The validity period does not count down before that, so installing it a few days before you travel is fine.

Question 14

Is a pre-test mandatory?

Accepted Answer

It is not required, but we strongly recommend it. Checking the connection in your home country with 100MB of free data reduces the risk of not connecting in Japan. If there's a problem, you can contact our support team before you travel.

Question 15

"Should I turn on ""Allow Mobile Data Switching"" on my iPhone?"

Accepted Answer

Please make sure this is set to off. If it is on and the eSIM signal weakens in Japan, your phone may automatically switch to your home line and run up unexpectedly high international roaming charges. On iPhone: Settings → Cellular → turn off "Allow Cellular Data Switching".

Question 16

Can QR codes be scanned by multiple devices?

Accepted Answer

For security reasons, QR codes can only be scanned once per device. It is not possible to scan them again with another device or to scan the same QR code again after deleting it.

Question 17

How long will the setup take?

Accepted Answer

From scanning the QR code to confirming the connection, the process can be completed in as little as 5 minutes. Even including pre-tests, it takes less than 10 minutes. There are absolutely no complicated settings required.

Question 18

It will not connect in Japan

Accepted Answer

Please try the following steps: ① Turn airplane mode ON/OFF ② Check if data roaming is ON ③ Restart your device ④ Manually select a network. If the problem persists, please contact 24/7 support.

Question 19

I have a signal on my Android device, but I can't connect to the internet.

Accepted Answer

"If your Android device has a signal but you can't connect to the internet, your APN (Access Point Name) may not be automatically configured. Go to ""Settings"" → ""Network & Internet"" → ""Mobile network"" → (Select NAVITIME eSIM) → ""Advanced settings"" → ""Access Point Names (APN)"" and add a new APN by clicking the ""+"" in the upper right corner. Enter a name (any name, e.g., NAVITIME) and an APN of ""wbdata"", then save and select it."

Question 20

The internet speed is slow.

Accepted Answer

Speeds depend on network conditions in Japan; you may get 4G/5G in cities and 3G in rural areas. Also, if you exceed the daily high-speed data allowance, speeds are reduced for the rest of that day and return to high speed the next day.

Question 21

The connection is poor, so is it okay if I delete the eSIM and reinstall it?

Accepted Answer

Never delete (erase) your eSIM profile. Once deleted, an eSIM profile cannot be recovered or reinstalled. If you delete it, no refunds or free reissuance will be provided. If you are experiencing connection problems, please contact customer support before deleting it.

Question 22

I want to check my remaining data.

Accepted Answer

"For iOS: Go to Settings → Cellular → Select ""NAVITIME eSIM"". For Android: Go to Settings → Network & Internet → SIM → Data usage. You can also check this in real time on your My Page."

Question 23

How is the start date decided?

Accepted Answer

The days in your plan start counting from the moment you first connect to mobile data in Japan, not from the day you bought it or set up the eSIM.

Question 24

When does the expiration date start counting?

Accepted Answer

The validity period starts when you first connect to the network in Japan, not on the day of purchase. You can start using it any time within 365 days of purchase.

Question 25

What happens after the period ends?

Accepted Answer

Your subscription will be automatically canceled. No additional charges will apply. If you wish to continue using the service, please purchase a new plan. Please note that if you exceed your data allowance, your connection will be immediately terminated, and you will not be able to continue using the service at a reduced speed.

Question 26

Can I add more data capacity?

Accepted Answer

Yes, it's possible depending on your plan. You can purchase additional data from your My Page. The price varies depending on the amount of additional data.

Question 27

Can it be used in multiple countries?

Accepted Answer

The multilingual version sells plans for use in Japan only. If you need coverage outside Japan, please see the Japanese version of the site.

Question 28

How is the connection quality?

Accepted Answer

We partner with at least two major carriers in each country, and your eSIM connects automatically to an available network. Connection quality depends on local network conditions.

Question 29

Can I get a refund or cancel my order?

Accepted Answer

If you haven't started using the data plan you purchased, you can receive a full refund. Furthermore, if you discover connection problems even after starting to use the service, we will also provide a refund. We recommend testing the service beforehand to ensure it works correctly.

Question 30

What happens if I can't use the service due to a problem on the service's end?

Accepted Answer

A refund may be issued only if the service is completely unusable in Japan because of a serious technical problem on the provider side, such as a system failure or network fault, and our support team cannot resolve it through troubleshooting. In that case you must contact customer support while you are still in Japan. If you report the issue after returning home, or cannot cooperate with our troubleshooting, we may decline the refund because verification is impossible.

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