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If you’re having trouble installing your eSIM, it’s possible that your device has restrictions set by your mobile carrier—commonly known as a SIM lock. This can prevent any eSIM from being added, not just ours. Here’s what you can do: Check your device settings to confirm whether it's SIM-locked. If it is locked, contact your mobile carrier to request an unlock to resolve the issue. Some devices may have hidden restrictions from your carrier that aren’t clearly shown in the settings. Even if your phone appears unlocked, it may still block eSIM usage due to these settings. If you’ve confirmed your device is fully unlocked but you're still experiencing issues, please contact your carrier directly to ensure all restrictions are removed.

First, don't delete or re-input your activation code. The activation code is a one-time use for installing your eSIM. If you remove this at any time, you will not be able to access your data. Your connection will only work once you arrive in Japan. If there is an issue after arrival, the automatic connection might need to be recalibrated. Make sure your device is updated to the latest software version, then restart and test again. For iOS, enable Data Roaming for the Journey Japan eSIM only, go to Settings > Cellular Data > JJ eSIM > Cellular Data Network, and enter APN vmobile.jp, Username JJESIM, Password JJESIM. For Android, enable Data Roaming for the Journey Japan eSIM, go to Settings > Network & Internet > Mobile Network > Access Point Names, tap Add New APN, and enter APN Name vmobile.jp, Username JJESIM, Password JJESIM, MCC 440, MNC 03, Authentication Type PAP or CHAP, APN Type default,supl. If you’re still not connected, contact our support team with screenshots for further assistance.

First, don't delete or re-input your activation code. The activation code is a one-time use for installing your eSIM. If you remove this at any time, you will not be able to access your data. If your eSIM is installed onto your device, then your device is compatible and working properly. You will automatically connect to a network once you arrive in Japan. Please note, your eSIM will not activate if you are outside of Japan. If the eSIM shows an Activating status before you arrive, it will automatically set up once you reach Japan. Your cellular carrier may have restricted your service by having your device SIM locked. Check your settings and/or contact your carrier to unlock your device. If you're still having trouble upon arrival, review the troubleshooting FAQ sections for connectivity solutions.

In your confirmation email, click the red button that says View Your eSIM Details to go to the Manage your eSIM page. Here, you'll be able to click to copy your full code.

Seeing the Activating message usually means your eSIM is properly installed and is now searching for a local network in Japan. If you're not currently in Japan, the eSIM won’t be able to connect, and the Activating screen will simply continue until you arrive. This is normal—no need to remove or reinstall your eSIM. It will automatically activate once you're in Japan and within range of a supported network. If you're already in Japan and still stuck on Activating, double-check that Airplane Mode is off and ensure Mobile Data and Data Roaming are enabled. Still stuck? Check the FAQ for installed and activated eSIM connection issues.

First, do not remove the eSIM. If you’re unable to connect to the internet anymore, check your data usage, adjust your APN settings, enable Data Roaming, verify your eSIM is active, manually select a network if needed, and restart your phone. For iOS, go to Settings > Cellular Data > JJ eSIM > Mobile Data Network and enter APN Name vmobile.jp, Username JJESIM, Password JJESIM for Mobile Data, LTE, and Personal Hotspot. For Android, go to Settings > Network & Internet > Mobile Network > Access Point Names, tap Add New APN, and enter APN Name vmobile.jp, Username JJESIM, Password JJESIM, MCC 440, MNC 03, Authentication Type PAP or CHAP, APN Type default,supl. Make sure Data Roaming is turned on for the Journey Japan eSIM and turned off for other roaming SIM profiles. Toggle Airplane Mode on and off for quicker troubleshooting. If needed, disable automatic network selection and manually select the correct network provider. For further assistance, contact us via the chatbox or contact form.

For further assistance, feel free to contact us via the chatbox or contact form.