Issues outside of Japan (International Roaming)

Our latest "Voice+Data 5G eSIM" service (which was released on March 18th 2026) is the only Mobal product that supports international roaming for calls and texts. 

If there are any issues using this service for calls or texts outside of Japan, please ensure that you have enabled the roaming feature within your Mobal online account. 

Enabling Roaming

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.

Network Connection Issues

While in Japan, you can leave the network selection mode on your device set as "Automatic" (and your device should then automatically connect to the Docomo network).

While roaming in another country however, you may need to perform a network search and manually select a local network (if your device fails to connect automatically).

On most Samsung handsets for example, you can perform a manual network selection by going to:
Settings > Connections > Mobile Networks > Network Operators 

On most iPhone handsets, you can perform a manual network selection by going to:

Settings > Cellular / Mobile Data > Network Selection > Disable Automatic Option 

If the issues persists, you may also need to try adjusting the "Network Mode" setting on your device (as mentioned in the section below) and then try switching back and forth between the automatic and manual network selection options again.

Network Mode Adjustments

While in Japan, your device can be configured to prioritize 5G network coverage.

While roaming outside of Japan however, you may need to configure your device to prioritize the 4G LTE connection instead (if there are any connection issues).

On most Android handsets, you can locate this option by going to:

Settings > Connections > Mobile Networks > Network Mode > Select the 4G/3G/2G or LTE/3G/2G option

(or)

Settings > Network & Internet > Mobile Network or Internet > Preferred Network Type > Select the 4G/3G/2G or LTE/3G/2G option

On most iPhone handsets, you can locate this option by going to:

Settings > Cellular/Mobile Data > Cellular/Mobile Data Options > Voice & Data > Select the 4G or LTE option 

If the network connection issue persists after making this adjustment, you may also need to try switching back and forth between the automatic and manual network selection options again (as mentioned in the section above).

Call / SMS Issues

If there are any issues placing outbound calls or sending outbound SMS text messages while roaming, please visit the following link to ensure the correct dialing procedure is being used: Outbound Calls / Texts Guide

If there are any issues receiving incoming calls or receiving incoming SMS text messages while roaming, please visit the following link to ensure your contacts are using the correct dialing procedure: Incoming Calls / Texts 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.

Issues with Verification Calls / Messages

Please be advised that results can vary with automated verification systems and so unfortunately, we are unable to offer any guarantees.

For example, some verification systems may require you to physically be in Japan for the verification process to work. Therefore, you may need to wait until you have arrived in Japan if the issue persists.

Results can also vary depending on the network your connected to while roaming. If the issue persists after switching between all available networks however, it may be due to the verification system and so you may need to wait until you have arrived in Japan.

Cellular Data

Please be advised that cellular data access will not be available while roaming outside of Japan (the roaming feature will only allow use of the calling / SMS messaging features).

Dual-SIM Devices

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).

Need Further Assistance?

If any issues persist after completing the recommended checks above, please send an email to support@mobal.com containing the following information -

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).