Can’t use Cellular Data

If you are using a Voice+Data SIM / eSIM, a Voice Lite SIM / eSIM or a Data-Only eSIM and you have not yet submitted an activation request, please follow the instructions found here for the correct product type: Activation Guides

Important Note: Our products do not support international roaming and so if you have not yet arrived in Japan, this will be the cause of the data issue.

If you're located in Japan / your service is active but cellular data access is unavailable however, please visit the following link (and check the relevant product guide) to ensure your device is configured correctly: Data Setup Guides

If cellular data access is available but the connection is slow, please also refer to the information found here: Speed Issues

Need Further Assistance?

If you have completed the checks above but the issue persists, please send an email to support@mobal.com containing your account details and the following information -

• The make / model of your device and your current location
  
  
• Screenshots confirming that the correct APN (Access Point Name) profile settings have been installed
  
  
• Screenshots confirming that your device is configured to prioritize the 4G LTE connection
  
  
• Screenshots of any error messages that you are receiving (on the 'Home' screen or when you attempt to load a website)
  
  
• If you are using a voice capable SIM / eSIM, please also clarify if you are unable to use all services (calls, texts and data) or just the cellular data feature

If you are using a Mobal WiFi device and internet access is unavailable, please ensure that your device is listed as “Active” by logging in to your Mobal online account: www.mobal.com/myaccount

If you have not yet submitted an activation request (or your plan was previously suspended and you need to reactivate it), simply follow the instructions found here: Activation Guide

Important Note: Our services do not support international roaming and so if you have not yet arrived in Japan, this will be the cause of the connection issue.

If internet access is available but the connection is slow however, please refer to the information found here: Speed Issues

Need Further Assistance?

If you have completed the checks above but the issue persists, please send an email to support@mobal.com containing your account details and the following information -

• Your current location
  
  
• The approximate date the issue started
  
  
• More information on the issue such as screenshots of any error messages you are receiving and details of what happens when you attempt to connect to the device / access the internet