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 (activation is not required for our physical Data-Only SIM cards), please follow the instructions found here Activation Guides and once complete, we also provide installation instructions here: Installation 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 (and your SIM / eSIM is active and installed correctly) but cellular data access is unavailable, please visit the following link (and check the relevant product guide) to ensure your device is configured correctly: Data Setup Guides

If there is a secondary SIM / eSIM installed in your device, please also ensure that the Mobal SIM / eSIM is selected as the primary SIM for cellular data access (within the SIM Management settings on your device).

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

Additional Troubleshooting

If cellular data access is still unavailable, this may indicate that there was an issue with the installation of the APN (Access Point Name) profile or that there are conflicting settings on your device from another service.

To resolve the issue, please try following the steps below and let us know if any issues persist -

iPhone Handsets:

1. Reset the Network Settings by going to: Settings > General > Reset > Reset Network Settings 
   (please note that resetting the Network Settings will erase all saved Wi-Fi networks and passwords, as well as any VPN or APN settings you’ve configured)
   
   
2. Go to Settings > General > VPN & Device Management and then Delete any APN Profiles listed
   
   
3. Please also ensure that our SIM card remains selected as the primary SIM for cellular data and calls in the SIM management menu (usually found by going to Settings > Cellular / Mobile)
   
   
4. You can then Install our APN Profile settings again / reconfigure your device for data access by following the instructions found here in the relevant product guide
   
   
5. You can then enable the cellular data feature (please ensure WiFi is disabled while testing) and test the data connection but if there is no change, reboot your device and then test the connection again.

Android Handsets:

1. Return to the Access Point Names section and delete all APN profiles that are listed (including the Mobal APN profile)
   
   
2. Once complete, tap on the Options button (which usually appears as three dots in a vertical line) and select the Reset to Default option that appears.
   
   
3. Please also ensure that our SIM card remains selected as the primary SIM for cellular data and calls in the SIM management menu (usually found by going to Settings > Cellular / Mobile)
   
   
4. Create a new APN profile again by following the instructions found here in the relevant product guide, save / select the profile and check that all other data settings from the support guide remain correct
   
   
5. You can then enable the cellular data feature (please ensure WiFi is disabled while testing) and test the data connection but if there is no change, reboot your device and then test the connection again.

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
  
  
• A screenshot of the SIM Management menu (the section that shows all installed SIMs / eSIMs and the preferred SIM for calls / data etc

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