Collection Option When purchasing a ‘Japan Unlimited’ SIM card or a ‘Japan Tourist’ SIM card, you can choose to collect your order from one of our collection points (by selecting the “Pick-Up (Free)” option) during the checkout process. You will then be asked to choose a specific collection point from the list of options and […]
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Keeping Your Information Secure
Email / SMS Notifications There may be occasions where we send you an Email / SMS notification in relation to charges for your Mobal service. If there is an outstanding balance on your account for example, we may send you an SMS text message alert similar to what is shown below – “Your Mobal bill […]
Creating a Hotspot / Tethering
The Hotspot Feature We can confirm that our ‘Japan Unlimited’ SIM cards do support use of the hotspot feature and so the majority of smart phone handsets should allow you to share the data connection with multiple devices if you wish to. For instructions on how to enable this feature on most Android handsets, please […]
Returns Procedure
If you intend to pay for the cost of the return yourself, you can use whatever shipping method you prefer but please be advised that you would not be reimbursed for any shipping charges. If you would like to avoid this charge however, please ensure that you return the device to the following address via […]
Why am I being asked for a Pass code? (3DS)
What is a one-time 3DS passcode? ‘3D Secure’ or ‘3DS’ is a relatively new security feature that has been introduced by Visa and MasterCard. When placing an order online, your Visa or MasterCard issuer may request an additional security check to ensure it is you placing the order. They will do this by sending you […]
Manual Network Selection (Android)
If your device cannot connect to the Softbank network automatically, please try performing a manual network selection. On most Android devices, you can perform a manual network selection by following the steps below – After following the steps above, please choose the “Select Manually” option and your device will perform a network search. You can […]
Creating a Hotspot / Tethering
If you are using an Android device (and you have purchased the Android version of the ‘Japan Unlimited’ SIM card), we can confirm that you can share the data connection with multiple devices by enabling the “Mobile Hotspot” feature on your handset. Before you will be able to access data on your primary device / […]
Declined Payment – where are my other transactions?
… If we have been unable to take payment for your most recent bill, your account will be partially locked down. While this restriction is in place, you will only be able to see details of the outstanding charge and the option to make payment for that specific bill. Once you have clicked on […]
Refunded Transactions
If you have recently contacted us about an issue on your account and a refund has been applied, please note that refunds can take 7-10 business days before they are returned to your account. If after 10 business days you still can’t see your refund, please contact us and we can tell you the date […]
Resolving a Decline
If there is a failure to make payment and your account goes into decline, your account will become partially locked and you will see a screen similar to what is shown below when you login to your account at: WWW.MOBAL.COM/MYACCOUNT This section will provide you with the following information in regards to the declined charge: […]