Frequently asked questions

Compatible devices (main models)

*Some devices purchased from carriers may not support eSIM or may be SIM-locked, so please be sure to check in advance.

iPhone

iPhone XS series, iPhone XR series, iPhone SE series (2nd/3rd generation), iPhone 11 series, iPhone 12 series, iPhone 13 series and later

*iPhones from mainland China and iPhones from Hong Kong/Macau (excluding iPhone 13 mini, iPhone 12 mini, iPhone SE 2020, iPhone XS) do not have eSIM functionality.

Android

Google Pixel 4 and later, Galaxy S series S24 and later, OPPO Reno series Reno 13 A and later, some series like Xperia, AQUOS, Xiaomi (and other eSIM-compatible models from various manufacturers)

*With some Android devices, there have been cases where connection was not possible due to compatibility issues with our eSIM. Before use, we recommend using our eSIM test service to check operation before traveling.

Note: Devices that may not be able to use our SIM

Even if SIM-unlocked, Android devices, Wi-Fi devices, and iPads may not be able to use it.

Therefore, we do not guarantee operation or offer returns/refunds.

▼ Devices with a high probability of not being able to connect

Galaxy, Xperia, Wi-Fi devices, tablets, iPad

*Even if connection is not possible, we do not offer returns or refunds. Please be sure to check compatible devices before purchasing.

• We offer an "eSIM Connection Support Plan" that allows you to test your eSIM in Japan before departure. With one-on-one setup support via LINE and a refund guarantee in case of any issues, even eSIM beginners can feel at ease. This service helps prevent internet problems at your destination, supporting a comfortable overseas trip or business trip.

A Wi-Fi environment is required to set up eSIM. We recommend installing the eSIM on your device before departure to prepare in advance.
*You can install it after arriving at your destination, but please note that a Wi-Fi environment will be necessary.

It can only be installed on one device. Please note that it cannot be transferred to another device.

If you want to use another company's SIM plan for calls and SMS, and DeSiM's eSIM plan for data communication, you can switch between the two SIMs. By performing the necessary settings on your device, you can use both simultaneously.

However, if you enable the settings for another company's SIM plan, international roaming charges may apply when making calls or sending SMS, so please check your contract details.

You cannot extend the number of days or GB, nor can you add (recharge) data. For those using transit, local Wi-Fi may not always be available, so we recommend purchasing an eSIM for your layover destination as well.

It is possible, but we cannot guarantee its operation as it depends on the device. Please understand this.

Instead of counting 24 hours from the start of use as 1 day, we count from the moment you connect to the local network until 23:59 (standard time) of that day as 1 day. Please note that this is not based on Japan Standard Time.

• For Asia and Oceania, Taiwan time is the standard.

• For other countries, local time is the standard.

Our eSIM plan starts when it receives a local signal after you arrive at your destination. The plan will not start even if you install the eSIM on your device in advance and turn it on in Japan.

*While you are in Japan, we recommend you turn off the installed eSIM and use your Japanese network for enhanced service.

Please do not delete it until you finish using it. If you delete the eSIM, you may not be able to reinstall it.

Please note that if you accidentally delete it during use, we cannot offer reissuance or refunds.

Your device's SIM lock has not been released. Even if your device supports eSIM, you need to unlock it if it is SIM-locked by your carrier. For SIM unlocking, please contact your current carrier. After unlocking the SIM, please try installing again.

This often happens when installing an eSIM domestically before traveling abroad. The eSIM is trying to connect to an overseas network, which can take tens of minutes to several hours. Rest assured that the eSIM installation itself is complete, even if activation is taking time.

It is possible that it has already been loaded onto your device.

• Please check if the eSIM has been added to the "SIM" section under "Settings" → "Mobile Data."

• If the eSIM is not added to the SIM section, please try again, and if the same error appears, contact customer support. We will check it in the system.

• Alternatively, your communication environment may be unstable, or your OS may not be up to date. Please check if your internet environment is stable. Or, update your OS to the latest version and try again.

*The eSIM QR code is valid for one device only. Please be very careful not to load it on an unintended device. If it is accidentally loaded on a different device, we cannot reissue the QR code.

Most of our products, with some exceptions, are data-only plans. If you purchased a data-only plan, please select "Data only."

*Even if you select "Data only," you can still make calls using apps like LINE.