If you are using a ‘Japan Unlimited’ V1 that was purchased before Oct 12th 2021, please visit the following link: v1 Troubleshooting Guide
Before following the steps below, please check the coverage in your area as Softbank may be performing maintenance which could be causing some temporary connectivity issues.
You can find Softbanks maintenance list and the effects it will have on your area here – Softbank maintenance schedule
If your area isn’t listed or the maintenance has been completed and you are still unable to call, text or use data then please follow the steps below;
1) Update your Android Operating System
2) Update the security on your phone
3) Complete all phone system updates
If you do not know how to complete steps 1-3 please contact your phone manufacturer for guidance.
If your issue persists after completing the steps above, please;
1) Reset your network settings ( Usually by going to Settings – About – Reset – Network Settings Reset )
2) Switch off your phone remove any SIM Cards installed in your device and leave your phone switched off for 5-10 minutes
3) Reinsert our SIM Card into SIM Slot 1 and leave slot 2 empty ( If your phone is dual SIM ).
Note: If your device is eSIM compatible, please ensure any eSIMs on your device are disabled ( not deleted ).
4) Switch your phone back on and wait a few minutes to see if your phone establishes a connection to Softbank
If your device does not establish a connection please check the following;
1) Network type/mode is set to 4G/LTE
2) VoLTE is enabled
3) The correct APN is installed
– For iPhone please see this link
– For Android please enter the following;
Name: Mobal
APN: sb.mvno
Username: data@jp
Password: data
MCC: 440
MNC: 20
Authentication Type: PAP or CHAP
APN Type: default,ia,mms,supl,hipri
Bearer: LTE
APN Protocol: IPV4/IPV6
APN Roaming Protocol: IPV4/IPV6
If the issue persists after completing the steps above, please send an email to our support team at support@mobal.com and we will investigate the issue further for you!
In your email, please provide us with the make/model of your device, your current location and screenshots of your current APN profile settings / your current ‘Network Mode’ or ‘Preferred Network Type’ setting.
Please also provide more information on the issue such as details of any error messages you have received and confirmation of which services you are still unable to use (i.e. calls/texts/data or all services).