Deleted eSIM

Modified on Wed, 1 Oct at 9:46 AM

If you have accidentally deleted your Mobal eSIM and require further assistance, please refer to the relevant guide below -

Voice+Data eSIMs / Voice Lite eSIMs

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If you have accidentally deleted your eSIM and require a re-issue, you can submit a request directly from your Mobal online account: www.mobal.com/myaccount

Once you have logged in to your account, please visit the "Services" section and then click on the "More Information" button next to the relevant eSIM -

On the next screen, click on the "Reissue eSIM/Change Device" button as shown in the image below -

You can then follow the on-screen prompts to request a replacement eSIM.

If you are using a Voice+Data eSIM, you will be able to retain your current phone number when requesting the reissue. If you are using a Voice Lite eSIM however, it will not be possible to retain the current phone number and so if you request a replacement, it will be assigned a new phone number.

If you signed up for the Mobal ‘All-Risk Protection Plan’ when you first activated your eSIM, this plan will cover the cost of a free replacement eSIM. If you did not sign up for this plan however, you will be required to pay for the replacement eSIM.

Once the eSIM has been successfully re-issued and is ready for installation again, you will receive a confirmation email.

Additional Note: Even if you are covered by the protection plan, you may still be charged a processing fee of ¥200 when requesting a replacement (as the process may fail if the charge is ¥0). If a ¥200 fee is processed however, we can confirm that this amount will be returned to you as an account credit (which will be deducted from your next bill).

Data-Only eSIMs

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As explained in the confirmation email you received (and in the “Installing & Reissuing eSIMs” section of our Terms & Conditions), a data-only eSIM cannot be reinstalled once it has been deleted.

This pre-paid product type is only suitable for one-time use and so if you have accidentally deleted the eSIM, it will not be possible to reinstall the eSIM or request a re-issue of the eSIM.

If service is still required, the only solution would be to purchase a replacement Data-Only eSIM directly from the Mobal website.