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【Customer Center】
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General questions about eSIMs

・What is an eSIM?

eSIM is an industry-standard digital SIM. Using eSIM allows users to access Japanese mobile networks without a physical SIM card.

The main difference from a physical SIM card is that users do not need to purchase and receive a physical card, enabling them to complete the entire transaction online.

WG Japan eSIM offers a wide range of affordable purchase plans, so please take advantage of them.

Please note that the WG Japan eSIM plan is network-only and does not include voice services.

After purchasing your eSIM, you can easily activate it by generating a QR code from the URL sent to your email address.
Enjoy the best time in Japan using our eSIM data service!

・Can I recharge an eSIM that has run out of data?

Yes, you can.
You can recharge it from the following URL:

https://ppsim-charge.com

・Can I use both a physical SIM card and an eSIM at the same time?

This depends on the device you use. If your device supports dual SIMs, then yes, you can use both at the same time. If your device does not support dual SIMs, then you can only use one SIM card at a time.

・What kind of device supports eSIMs?

All SIM-free devices that support eSIMs.

※If your device is not SIM-free, you cannot use an eSIM.

For unlocking your device’s SIM, you will have to contact your device’s provider or manufacturer. WG JAPAN eSIM JAPAN will not be able to support inquiries about SIM locking, so be sure to note this before making a purchase.

・What is a SIM-free device?

A SIM-free device is a device that has no restrictions for SIMs.

Your device’s SIM may be locked or restricted, depending on the country of purchase, network operator, or store of purchase. Please check if your device is SIM-free before purchasing an eSIM.

・How can I check if my device is SIM-free or not?

Low-volume eSIMs are also available for connection testing. If you are not sure whether your device is compatible with eSIM, please consider using the trial plan (500MB/2 days).

For iPhone users:

Go to Settings > General > About > Carrier Lock

If it says “No SIM restrictions”, then your device is SIM-free.

If it says “SIM locked”, then your device is SIM locked, and you will have to unlock this prior to using an eSIM.

For Android users:

(Procedures may vary depending on the maker of your phone)

Go to Settings > Device Information > SIM Card Status > SIM Lock

If it says “No SIM restrictions” or “SIM allowed”, then your device is SIM-free.

If you need further assistance, please contact your place of purchase or the maker of your device.

・Can I make calls or send SMS with eSIM?

No, our plans are network-only, therefore you cannot call or send SMSs.

You can, however, call somebody through network applications like Facetime.

・Is tethering possible?

WG Japan eSIM generally supports tethering, but some smartphone models may not support it.

Whether you can use tethering also depends on the device settings and environment. In most cases, you can use tethering, but we do not guarantee that you can use tethering.

We cannot accept requests for refunds or returns due to the inability to use tethering, except in cases where the eSIM you purchased is defective or out of date.

・When does my data plan start?

The day you install the eSIM is counted as the first day of your plan.
If you purchase the eSIM before arriving in Japan, we recommend installing it on your arrival date.

The eSIM will automatically activate and begin counting plan days three days after the activation code request date. Therefore, please request the activation code immediately before use. (Dates are calculated based on Japan Standard Time.)

・Can I reinstall an uninstalled eSIM?

Yes, you can reinstall an eSIM as many times as you like within its valid period, even if it has been uninstalled once.

Questions in regards to purchasing

・What are your payment options?

You can use either credit & debit cards (Visa, Mastercard, American Express, JCB, Discover, and Diners), Apple Pay, or Google Pay.

・How do I receive my eSIM?

Note that eSIM transactions are completed online, and you will not receive anything from the mail. We will send an email titled “[WG Japan eSIM]: New order” which should complete the transaction.

・I didn’t receive my activation code.

After completing your payment, you should receive an email titled “[WG Japan eSIM]: New order” within 5-15 minutes. If you cannot find this email, please check your spam box.

There could be a possibility of entering a wrong email address upon purchasing.

In case you haven’t received an email after 30 minutes, or you accidentally entered a wrong email address, please contact us through our website form, so we can send you your activation code.

・Can we order an eSIM before we arrive to Japan?

You can order our eSIM either before or after arriving in Japan.

However, please note that your data plan begins the moment you enter the serial code to install the eSIM. Once you arrive in Tokyo, you can install the eSIM using the free Wi-Fi available at most airports.

The eSIM will automatically activate three days after the activation code request date, and your plan days will begin counting. Therefore, please request the activation code immediately before use. (Dates are calculated based on Japan Standard Time.)

・Will we receive an eSIM package?

An eSIM is a digital SIM card, so it does not include any physical packaging. Once you place your order, you will receive an email with a serial code for eSIM activation.

・When should I place my order?

You can order an eSIM anytime, but we recommend purchasing it before traveling to Japan. Once your purchase is complete, you will immediately receive an email containing an activation code.

Using this code, you can install the eSIM as soon as you arrive in Japan. However, please note that the installation date will be the start date of your data plan, so do not install the eSIM before arriving in Japan.

The eSIM will automatically activate three days after the activation code request date, and the plan days will begin counting. Therefore, please request the activation code immediately before use. (Dates are calculated based on Japan time.)

・Can I data charge my eSIM? / Can I purchase additional data packages?

You can recharge it from the following URL:

https://ppsim-charge.com

・Can I repurchase an eSIM?

Yes, there are no limits to repurchasing.

・Can I cancel my order?

Unfortunately, cancellations or returns are not possible after purchase, due to the nature of the product.

・If I bought the eSIM beforehand, will it activate later automatically?

No, the eSIM will not activate automatically. Customers have to activate their eSIMs by using the activation code sent via email.

・My device does not support eSIMs. Can I get a refund?

Unfortunately, we cannot accept refunds since retrieving or reselling eSIMs are impossible once installed.

Low-volume eSIMs are also available for connection testing. If you are not sure whether your device is compatible with eSIM, please consider using the trial plan (500MB/2 days).

Questions about usage

・When should I install my eSIM?

If you purchased an eSIM before arriving in Japan, we recommend installing it after arrival.
Please note that the day you install the eSIM will be counted as the first day of your service period.

The eSIM will automatically activate three days after the activation code request date, and your plan days will begin counting from that point. Therefore, please request the activation code immediately before use. (Dates are calculated based on Japan Standard Time.)

・Is there a deadline for registering the activation code to the device after it is issued?

Please install the “Activation Code” and begin using the service within two days, including the issuance request date.

If three days pass from the activation code issuance request date, the eSIM will automatically activate and begin counting the plan days. Therefore, please request the activation code immediately before use. (Dates are calculated based on Japan Standard Time.)

・Can I buy an eSIM one month before arriving to Japan?

Yes, you can activate the eSIM on a later date.

If you bought your eSIM before arriving to Japan, we would suggest you to install it upon arrival.

・Can I activate my eSIM before arriving in Japan?

You can activate your account outside of Japan, but we recommend that you do so after you arrive in Japan, as the activation will start counting toward your usage period.

・If I bought the eSIM beforehand, will it activate automatically upon arrival?

No, it will not activate automatically, so please activate it upon arrival.

・Can I use the eSIMs outside of Japan?

No, our eSIMs can only be used for Japanese cellular networks, therefore you can only connect to the internet within Japan.

・How can I check my data usage?

You can check it through the webpage sent via email which includes your activation code. In there, you can see data usage as well as how many days you have left.

・How can I check if my eSIM was properly installed?

For iPhone users:

Go to Settings > Cellular. The page should list your eSIM (a 14-digit number starting with 0200).

For Android users:

Go to Settings > SIM card settings. Your eSIM should be listed in the eSIM section.

*Procedures may vary depending on your device & software versions.

・Can I use the same eSIM for multiple devices?

No, once you install the eSIM, you cannot transfer it to another device.

However, if you want to share the same network with another device, you can use the tethering feature to share the network.

・I accidentally installed the eSIM on a wrong device. Can I transfer it to another device?

Unfortunately, once an eSIM is installed to a device, you cannot transfer it to another device.

In this case, you can still use the device as a tethering hotspot to connect your other devices.

・I accidentally deleted my eSIM.

Unfortunately, you cannot reinstall a deleted eSIM.

Additionally, we cannot retrieve or resell an eSIM once installed, therefore we cannot accept refunds.

・Activation failed because the power was cut off during installation.

Our eSIM can be reinstalled multiple times within its validity period, even if it has been deleted.

Please try activating it again.

・What frequency bands are used?

Frequency bands are listed below:

【NTT DoCoMo networks】

– 4G / LTE：Band1 (2.1GHz) / Band 3 (1.8GHz) / Band 19 (800MHz) / Band 21 (1.5GHz) / Band 28 (700MHz) / Band 42 (3.5GHz)

– 3G / W-CDMA：Band 1 (2.1GHz) / Band 6 (800MHz) / Band 19 (800MHz)

Band 1 is the main band used throughout Japan.

Band 3 is primarily used within the Tokyo, Nagoya, and Osaka regions.

Band 19 is a platinum frequency band used primarily in outer city and mountainous areas.

Networks are generally more stable within the 4G/LTE: Band 19 & 28 platinum frequency bands and 3G: Band 6 range.