Please be advised that only the latest version of our Voice+Data eSIM product (which will be named "Voice+Data 5G eSIM" within your Mobal account) supports international roaming.
If you have purchased this product type and enabled the roaming feature however, this will only allow you to place / receive calls or to send / receive SMS text messages while outside of Japan (it will not be possible to access cellular data services while outside of Japan).
For additional information, please refer to the relevant product section below -
Voice+Data 5G eSIMs
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We can confirm that the "Voice+Data 5G eSIM" service is the only Mobal product that supports international roaming.
If there are any issues using this service issues outside of Japan, please ensure that you have enabled this feature within your Mobal online account.
Instructions on how to activate the roaming feature can be found here: Enabling / Disabling Roaming Guide
Please note that it may take approximately 24 hours for the roaming feature to become fully active.
If the roaming feature is enabled, this will not allow you to access cellular data services while outside of Japan but it will allow you to place / receive calls or to send / receive SMS text messages while outside of Japan.
While roaming in another country, please also be advised that you may need to perform a network search and manually select a local network.
If any calling / SMS messaging issues persist after confirming the roaming feature is active, please check that you are using the correct dialing procedure: Outbound Calls & SMS Messages Guide
Please note that the character limit for SMS messaging (while roaming) will be reduced to 70 characters and any messages over this character limit will fail to send.
If any issues persist and there is a secondary SIM / eSIM (from another service provider) installed in your device, please also check the "SIM Management" settings (to ensure the Mobal eSIM is selected as the preferred service for calls / texts).
All Other Products
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Please be advised that all other products we offer do not support international roaming and so unfortunately, it will not be possible to use our services while outside of Japan.
This includes all services and so it will not be possible to place / receive calls, to send / receive SMS text messages (if you are using a voice capable SIM / eSIM product) or to access cellular data until you have arrived in Japan.
If you are trying to get in touch with someone while outside of Japan, you would be required to contact them using an alternative method (such as via email or by using other applications such as WhatsApp / Skype etc) while connected to WiFi.
If there’s a verification code or message you cannot receive on your Voice+Data SIM / eSIM (due to you being outside of Japan) and you do not wish to wait until your return, you could also try contacting the support team for the app / company the issue relates to (as we are unable to offer further assistance). You can then ask their support team if you can complete the verification process in a different way (such as via email for example).
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.