For instructions on how to report a lost / stolen item, please refer to the relevant guide below -
Voice+Data SIM Cards / Voice+Data eSIMs
Voice Lite SIM Cards / Voice Lite eSIMs
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If your Voice+Data SIM Card / Voice Lite SIM Card (or the device containing your Voice+Data eSIM / Voice Lite eSIM) has been lost / stolen, it's important that you login to your Mobal account to report the loss: www.mobal.com/myaccount
This will then allow us to suspend your Mobal plan as a precaution!
Once you have logged in to your account, visit the "Services" section and then click on the "Report Lost/Stolen" button that’s shown next to the relevant product -
You can then review the information that’s shown on screen (which will explain what will happen / the next steps to follow) before clicking on the "Confirm" button.
Please be advised that the account holder will remain responsible for any charges that were incurred up until the point you reported the SIM / eSIM as lost or stolen.
Once you have reported the loss, your service will be suspended for a total of 7 days and you will be sent instructions via email explaining how to reactivate the service (if the SIM or device containing your eSIM is found) or how to request a replacement if required.
If no further action is taken within 7 days, your plan will be permanently terminated / your Mobal phone number will be lost at the end of the suspension period.
Important Note About Replacements
Voice Lite Users
If you order a replacement SIM or eSIM, your original number will be permanently disconnected. The replacement will be issued with a new Japanese phone number.Voice + Data SIM V2/ Voice+Data eSIM Users
If you originally ordered a SIM Card and you request an eSIM (or vice versa) when ordering a replacement, it will not be possible to transfer your original number. Your current number will be sent for permanent disconnection as soon as you request the replacement, and a new number will be assigned upon activation.
If you order the same SIM type (for example, SIM-to-SIM or eSIM-to-eSIM), your original number will be transferred to the new SIM or eSIM.
Emergency Line:
We would always recommend that you report a voice capable SIM or eSIM as Lost / Stolen directly from your Mobal online account.
If you are unable to do this for whatever reason however, you can call our Emergency Line on one of the numbers listed below to report the loss –
Japan: +81 (0)3 4550 1524
Data-Only SIM Cards / Data-Only eSIMs
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If your Data-Only SIM Card (or the device containing your Data-Only eSIM) has been lost / stolen, there is no need to report the loss to us.
Our Data-Only products operate as a pre-paid service which means that no additional charges will be applied by us (you are only charged the initial purchase fee) and no changes can be made to the plan.
Your Data-Only plan will just automatically terminate at the end of the 8/16/31 day plan duration and so no additional action will be required.
If a replacement Data-Only SIM / eSIM is needed however, we can confirm that you will be required to place a new order.
New orders can be placed directly from your Mobal account (MyAccount) by clicking on the "Buy New Product" button located at the top of your account.
WiFi Devices
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If your WiFi device has been lost / stolen, you can submit a termination request directly from your Mobal online account by following the instructions found here: Termination Guide
Once the device is found, you can then submit a re-connection request by following the instructions found here: Reactivation Guide
If the device cannot be found and a replacement is needed however, you will be required to place a new order.
New orders can be placed directly from your Mobal account (MyAccount) by clicking on the "Buy New Product" button located at the top of your account.
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