FAQ
What is an eSIM?
A digital SIM built into your phone. You add a data plan by scanning a QR code; no physical card needed.
When do I get it?
Right after payment, on the order page and by email. You can install it before you travel.
When does the plan start?
The validity period starts when the eSIM first connects to a network in Japan, not when you buy or install it. Installing at home before your trip does not use up any days. Keep the eSIM turned off (or Data Roaming off) until you land, then turn it on. Unused data does not carry over after the validity period ends.
Is there a deadline to install?
Yes. Install the eSIM by the install-by date stated in your order confirmation. An eSIM that has not been installed by then may no longer be installable. Install it soon after purchase, ideally 1 to 2 days before you fly.
Can I make calls?
These plans are data only and come without a phone number. You cannot make or receive voice calls or SMS on the eSIM. Use messaging and calling apps, and keep your normal SIM for calls and SMS.
Will my phone work?
The phone must support eSIM and be carrier-unlocked. Check the compatible devices page before you buy.
Can I move it to another phone?
No. Once installed, an eSIM works only on that device and cannot be transferred. We do not issue replacement eSIMs, so install it on the phone you will use.
Can I get a refund?
An eSIM is a digital product delivered as soon as you pay, so an order cannot be cancelled or refunded for a change of mind or for choosing the wrong plan, even if the eSIM has not been installed yet. Please check the plan and the length of your trip before you pay. We refund in full only if the eSIM cannot be installed or cannot connect and our support cannot fix it, or if we cannot deliver the eSIM. There is no refund if the cause is that your phone does not support eSIM or is carrier-locked (locked to a mobile carrier), so check your phone before you buy. See the terms of use and the commercial transactions page.
It does not connect
Turn on Data Roaming for the eSIM, choose it as the data line, switch airplane mode on and off, restart the phone, and check the network is set to automatic. Still stuck? Email support@30kesim.com.
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