Unable to activate your eSIM? What to check.

Quick checks, in order.

1. 1

   A compatible, unlocked phone

   Your phone must support eSIM and not be locked to a network. On iPhone, go to Settings > General > About: next to Network Provider Lock, you should see No SIM Restrictions. On Android, if there’s no option to add an eSIM, ask your UK network whether the phone is unlocked.

2. 2

   An internet connection while installing

   The eSIM downloads over the internet. Use a stable Wi-Fi connection: at home before you leave, or at the airport or your hotel if you install it in Japan.

3. 3

   The eSIM is on and used for mobile data

   The eSIM line must be switched on and chosen for mobile data, and mobile data must be on. On iPhone: Settings > Mobile Service > Mobile Data. On Android: Mobile data in your SIM settings.

4. 4

   Aeroplane mode off in Japan

   Turn it off as soon as you land: the eSIM connects to the NTT docomo network by itself. There’s no data roaming to switch on, because it’s a Japanese line.

5. 5

   Restart your phone

   Switch it off and on again. It can be enough to get a stuck line connecting.

Still nothing? The table and sections below cover the usual situations. To go through the installation again from the start, see our iPhone activation steps or Android activation steps.

Error messages on iPhone.

When your iPhone can’t add the eSIM, it shows a message. Here’s what to do depending on what it says:

• The code is no longer valid or has already been used: an eSIM QR code generally works only once. Don’t keep scanning it: message support on WhatsApp.
• The mobile plan can’t be added: check your internet connection, make sure your iPhone shows No SIM Restrictions (see above) and update iOS in Settings > General > Software Update.
• No Add eSIM option: your iPhone may not support eSIM. eSIM works on iPhone XS, iPhone XR and later models.

Apple also suggests turning aeroplane mode on and off, and switching the line off and on again in Settings > Mobile Service. If Settings > General > About offers a network provider settings update, accept it (Apple Support).

Error messages on Android.

• No option to add an eSIM: your phone may not support eSIM, or it may be locked to a network.
• The QR code won’t scan: turn up the brightness of the screen showing it. On Samsung, enter the code manually with Add eSIM > Scan QR code > Enter activation code. On Pixel, look for the manual entry option on the scan screen.
• The code has already been used: don’t retry. Message support on WhatsApp.
• The eSIM is installed but switched off: turn it on in your SIM settings (its toggle in SIM manager on Samsung, Use this SIM on Pixel).

Connected but no data in Japan.

You can see signal bars but pages won’t load? Check, in this order:

1. Mobile data is switched on.
2. The eSIM is chosen for mobile data, not your UK line.
3. On iPhone, Allow Mobile Data Switching is off (Settings > Mobile Service > Mobile Data). Otherwise your phone may go back to your UK line.
4. You’ve turned aeroplane mode on and off again, then restarted your phone.

Data stopped working part-way through your stay? You may have used it all. Check what’s left in the Mobile Companion app, then top up from the app or from your account on the website.

Stuck on “activating”.

Still at home? Your Mobile Companion eSIM connects in Japan, so don’t worry if it has no signal before you fly. What matters is that it’s installed and listed in your settings.

Already in Japan? Try this:

• If the eSIM is still downloading, connect to Wi-Fi and give it a few minutes.
• Turn aeroplane mode on, wait a few seconds, then turn it off.
• Switch the eSIM line off and on again.
• Restart your phone.

Still not working? Contact support.

Message support on WhatsApp: a real person answers 24/7, in English or French. You can also e-mail contact@mobile-companion.com. To help them sort it out quickly, send:

• your order number, or the e-mail address you used to buy your eSIM;
• your phone model and its iOS or Android version;
• the exact error message (a screenshot helps);
• where you are (still at home or already in Japan) and what you’ve already tried.

Prefer a form? Contact our support team from our contact page. For everything else about your trip, see Japan eSIM help and plans.

FAQ.