How can we help you?

After your purchase, you'll receive a QR code by email. On your iPhone or Android, go to Settings > Cellular > Add eSIM Plan, then scan the QR code. Installation takes less than 2 minutes. You can install the eSIM before departure — it will only activate in Japan.

Your plan starts when you first connect to the Japanese network, not at the time of purchase. You can buy and install your eSIM weeks before your trip without losing any validity days.

Yes, and it's recommended! Install the eSIM at home via the QR code, then disable it in your settings. It will activate automatically when you turn on your phone in Japan and enable mobile data.

Yes. The Companion Mobile eSIM is a data-only plan. Your primary SIM stays active for calls and texts. You use the eSIM only for internet connectivity in Japan.

Go to Settings > Cellular > Add a Plan. If this option exists, your phone supports eSIM. You can also use our compatibility checker on the plans page. Most iPhones since the XS and Samsung Galaxy since the S20 are compatible.

To use an eSIM from a different carrier, your phone must be unlocked. If you purchased it directly from Apple, Samsung or Google, it's usually unlocked. Otherwise, contact your carrier to request an unlock.

Most recent phones support multiple stored eSIMs (up to 8 on iPhone 14+), but only one can be active at a time alongside your physical SIM. You can keep your Companion Mobile eSIM installed and reactivate it for your next trip.

Use our data calculator to estimate your needs. Generally: 3-5 GB for light use (maps, messaging), 10-20 GB for moderate use (social media, photos), 50 GB for heavy use (video, hotspot).

Yes, we offer a 30-day money-back guarantee if the eSIM has not been activated yet (first connection to the Japanese network). Once activated, refunds are no longer possible. Contact us for any request.

You can purchase an additional plan at any time. It will automatically be added to your existing eSIM, with no new installation needed. You'll receive a new confirmation email.

We accept credit cards (Visa, Mastercard, American Express), Google Pay and Apple Pay. All payments are secured via SSL protocol.

Companion Mobile uses the 4G/LTE network of IIJ, one of the most reliable Japanese carriers. Average speeds are 20-50 Mbps download, more than enough for streaming, video calls and browsing.

The IIJ network covers over 99% of Japanese territory, including Tokyo, Osaka, Kyoto, Hokkaido and Okinawa. Only some very rural or isolated mountainous areas may have limited coverage, as with any carrier.

Yes, tethering is included in all our plans. You can share your connection with a laptop, tablet or your travel companions' phones.

Unlike international eSIMs that use foreign IPs, Companion Mobile provides a native Japanese IP address. This lets you access all local services: restaurant reservations, train tickets, Japanese streaming sites, and avoids geo-blocking.

Your QR code was sent to the email address used during purchase. Check your spam folder if you can't find it. You can also retrieve it from your customer portal or contact us for a resend.

You can check your usage directly in your phone settings (Cellular Data) or through your Companion Mobile customer portal. We also send a notification when you reach 80% of your data allowance.

Check the following: 1) The eSIM is enabled in your cellular settings. 2) Data roaming is turned on. 3) The eSIM is selected as your data line. 4) Restart your phone. If the issue persists, try toggling airplane mode for 30 seconds.

Speeds can vary by area and time of day. In train stations and crowded areas, the network may be temporarily congested. Try: 1) Toggling airplane mode on and off. 2) Checking that your data allowance isn't depleted. 3) Restarting your phone.

Make sure you're connected to Wi-Fi during installation. The QR code must be scanned from another screen (computer, tablet, printed paper) — you cannot scan it from the same phone. If the error persists, try manual entry of the activation code provided in your email.