If a Mobal product has been lost / stolen, please start by following the instructions found here: Lost Stolen Reports
If you simply require a replacement however, please refer to the relevant product guide below -
Voice+Data SIM Cards
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Voice+Data 5G SIM Card
- Voice+Data SIM Cards purchased after July 21st 2026
- Product will be named "Voice+Data 5G SIM Card" within your account
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If a replacement for your current "Voice+Data 5G SIM Card" is required, please login to your Mobal online account (MyAccount).
Once you have logged in, visit the "Services" section and then click on the "More Information" button as shown below -
You will then be offered the following options -
Same Product Type:
If you request a replacement of the same product type (i.e. the physical SIM card with "5G Connectivity"), please be advised that it will not be possible to retain the current phone number.
The replacement SIM card would instead be assigned a new Japanese phone number (once it has been activated). This is due to restrictions that are out of our control and so unfortunately, we are unable to make any exceptions.
If you would like to retain the current phone number, the only solution would be to choose the replacement eSIM option instead.
Switch to eSIM:
If you would like to retain the current phone number (or you just require an eSIM instead), you can select the 5G capable eSIM product instead.
Before choosing this option however, please ensure your device meets the compatibility requirements shown here: Compatibility Checks
Voice+Data SIM Card (v2)
- SIM Cards purchased between October 12th 2021 and July 20th 2026
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If a replacement for your current SIM Card is required, please login to your Mobal online account (MyAccount).
Once you have logged in, visit the "Services" section and then click on the "More Information" button as shown below -
You will then be offered the following options -
Same Product Type:
While stocks last, you will be able to request a replacement of the same product type (i.e. the physical SIM card with "4G Connectivity").
If you select this option, this will allow you to retain the current phone number when requesting the replacement.
Switch to 5G SIM Card:
If you choose to replace your current SIM card with the latest "Voice+Data 5G SIM Card" (which was released on July 21st 2026), please be advised that it will not be possible to retain your current phone number.
The replacement SIM card would instead be assigned a new Japanese phone number (once it has been activated). This is due to restrictions that are out of our control and so unfortunately, we are unable to make any exceptions.
If you intend to proceed with this option however, the compatibility requirements for this service can be found here: Compatibility Checks
Switch to 5G eSIM:
If you now require an eSIM, you can select the 5G capable eSIM service instead.
We are able to transfer phone numbers to our "Voice+Data 5G eSIM" service and so this would allow you to retain your current phone number.
Before choosing this option however, please ensure your device meets the compatibility requirements shown here: Compatibility Checks
Voice+Data SIM Card (v1)
- Voice+Data SIM Cards purchased before October 12th 2021
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The original version of our "Voice+Data SIM Card" (which may be referred to as "V1" or "Version 1" within your account) was discontinued in 2021.
Therefore, a replacement SIM card of the same exact product type will not be available.
If you would like to purchase a new Voice+Data 5G SIM Card or a new Voice+Data 5G eSIM, you can place a new order whenever you're ready but please be advised that the replacement SIM / eSIM will be assigned a new phone number.
New orders can be placed directly from your Mobal account (MyAccount) by clicking on the "Buy New Product" button.
You can also review the compatibility requirements for all product types at the following link: Compatibility Checks
Voice+Data eSIMs
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If you are not sure which version you are currently using, please login to your Mobal account (MyAccount) and check if it's listed as a "Voice+Data 5G eSIM".
Voice+Data 5G eSIM
- Voice+Data eSIMs purchased after March 18th 2026
- Product will be named "Voice+Data 5G eSIM" within your account
Click here for more information
If a replacement for your current "Voice+Data 5G eSIM" is required, please login to your Mobal online account (MyAccount).
Once you have logged in, visit the "Services" section and then click on the "More Information" button as shown below -
You will then be offered the following options -
Same Product Type:
If you request a replacement of the same product type (i.e. the "eSIM" with "5G Connectivity"), this will allow you to retain your current phone number.|
Switch to physical SIM Card:
If you ask to switch to the physical version of this service (i.e. the "Physical SIM" with "5G Connectivity"), please be advised that it will not be possible to retain your current phone number.
The replacement SIM card would instead be assigned a new Japanese phone number (once it has been activated). This is due to restrictions that are out of our control and so unfortunately, we are unable to make any exceptions.
If you would like to retain the current phone number, the only solution would be to choose the replacement eSIM option instead.
If you intent to proceed with purchasing a physical SIM card however, please ensure your device meets the compatibility requirements shown here: Compatibility Checks
Voice+Data 4G eSIM
- Voice+Data eSIMs purchased before March 18th 2026
Click here for more information
If a replacement for your current eSIM is required, please login to your Mobal online account (MyAccount).
Once you have logged in, visit the "Services" section and then click on the "More Information" button as shown below -
You will then be offered the following options -
Same Product Type:
The 4G version of this eSIM service has been discontinued and so if you request a replacement eSIM, you will be provided with the latest "Voice+Data 5G eSIM" service (i.e. the "eSIM" with "5G Connectivity").
This new service offers 5G network coverage and also offers a roaming feature (as an optional add-on).
If you proceed with requesting a replacement eSIM, this will allow you to retain your current phone number.|
Switch to physical SIM Card:
If you ask to switch to the physical version of this service (i.e. the "Physical SIM" with "5G Connectivity"), please be advised that it will not be possible to retain your current phone number.
The replacement SIM card would instead be assigned a new Japanese phone number (once it has been activated). This is due to restrictions that are out of our control and so unfortunately, we are unable to make any exceptions.
If you would like to retain the current phone number, the only solution would be to choose the replacement eSIM option instead.
If you intend to proceed with purchasing a physical SIM card however, please ensure your device meets the compatibility requirements shown here: Compatibility Checks
Voice Lite SIM Cards / eSIMs
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If a replacement for your current "Voice Lite" SIM or eSIM is required, please login to your Mobal online account (MyAccount).
However, please be advised that phone numbers cannot be transferred between our "Voice Lite" products and so if you request a replacement SIM / eSIM, it will be assigned a new phone number once active.
Once you have logged in, visit the "Services" section and then click on the "More Information" button as shown below -
You will then be offered the following options -
Replacement Options:
Please note that phone numbers cannot be transferred between our "Voice Lite" products (due to restrictions that are out of our control) and so if you request a replacement SIM or eSIM, it will be assigned a new phone number.
Please also note that our "Voice Lite" products are device specific (to Android or iPhone handsets) and so you will need to ensure you are selecting the correct version when requesting the replacement.
If you are switching to a different product type (i.e. you are switching from a physical SIM to an eSIM for example), we would also recommend checking that your device meets the compatibility requirements: Compatibility Checks
Data-Only SIM Cards / eSIMs
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If you require a replacement Data-Only SIM or eSIM (due to the plan expiring / running out of data), you can place a new order directly from your Mobal account (MyAccount).
Once you have logged in to your account, simply click on the "Buy New Product" button (located at the top of your account) and then follow the prompts to place your new order.
If you are using a "4G Data-Only eSIM" service (and only require a replacement due to the eSIM being deleted) however, it may be possible to install the eSIM on the same device again.
For additional information, please visit the Deleted eSIM support guide and refer to the ""4G Data-Only eSIMs" section.
WiFi Devices
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If your WiFi device has developed a fault and it is still covered by the manufacturers 12 month warranty, please send an email to our team at: support@mobal.com
In your email, please include your account information / details of the issue you are experiencing and our team will be able to assist you further!
If your device is no longer covered or you require a replacement for a different reason however, you can place a new order directly from your Mobal account (MyAccount).
Once you have logged in to your account, simply click on the "Buy New Product" button (located at the top of your account) and then follow the prompts to place your new order.
If you place a new order and the original device is no longer required, please ensure you submit a termination request for the original device: Cancellation Guide
If this article didn’t help, head back to the home page to see other solutions OR submit a support ticket using the button below.