New Phone - Transferring eSIM / SIM Card

Your eSIM is currently linked (via the “EID” number) to the original device you installed the eSIM on.

If you have now switched to a new device and wish to transfer the eSIM, you will be required to login to your Mobal online account (MyAccount) to submit a re-issue request.

Please note that your eSIM must be on an active plan in order to submit a reissue request.

Once you have logged in to your account, please visit the "Services" section and then click on the "More Information" button found next to the relevant eSIM.

If you signed up for the Mobal ‘All-Risk Protection Plan’ when you first activated your eSIM, this plan will cover the cost of a free replacement eSIM. If you did not sign up for this plan, you will be required to pay for the replacement eSIM at the eSIM Purchase Price advertised on our website. 

Even if you are covered by the protection plan however, you may still be charged a processing fee of ¥200 when requesting the re-issue (as the process may fail if the charge is ¥0). If a ¥200 fee is processed however, we can confirm that this amount will be returned to you as an account credit (which will be deducted from your next bill).

Once we have reissued your eSIM we will send you an email confirming so. Please note that it can take up to 24 hours for the eSIM to be reissued.

If you have now switched to a new device and wish to transfer the eSIM, you will be required to login to your Mobal online account (MyAccount) to submit a re-issue request.

However, please be advised that it will not be possible to transfer the phone number to the reissued eSIM (it will be assigned a new phone number).

Once you have logged in to your account, please visit the "Services" section and then click on the "More Information" button found next to the relevant eSIM.

Even if you are covered by the protection plan, however, you may still be charged a processing fee of ¥200 when requesting the re-issue (as the process may fail if the charge is ¥0). If a ¥200 fee is processed however, we can confirm that this amount will be returned to you as an account credit (which will be deducted from your next bill). 

Once you have requested a replacement eSIM, your original eSIM and phone number will be permanently disconnected. 

To activate your new eSIM, you would need to follow the instructions found in this guide: Activation Guide (Voice Lite SIM / eSIM) 

Our Data-Only eSIM products operate as a pre-paid service which means that no changes can be made (to the plan or the plan duration etc) and unfortunately, the eSIM cannot be transferred to a new device.

If you have purchased a new device and wish to continue using our Data-Only eSIM service, the only solution would be to purchase a new eSIM.

New orders can be placed directly from your Mobal online account (MyAccount) by clicking on the "Buy New Product" button located at the top of your account.