If you using a Xiaomi handset and the issue persists after following the steps below, please refer to this guide for additional troubleshooting information.
If you are using a ‘Japan Unlimited v1’ SIM that was purchased before Oct 12th 2021, please visit the following link:
v1 Troubleshooting Guide
If you are using a ‘Japan Voice + Data SIM’ (previously known as the ‘Japan Unlimited SIM v2’ SIM) that was purchased after Oct 12th 2021 however, please continue reading the information below –
On April 15th 2024, the Softbank network began decommissioning the remainder of their 3G cell towers. This change appears to be preventing some devices from being able to access the VoLTE feature, which is required to make and receive calls.
You can find a list of phones that we believe are incompatible with the Softbank VoLTE service here
You can also find a list of phones Softbank have tested and whether they are compatible or not here
The website will be in Japanese and so you will need to translate it into your native language.
– If your phone is listed and there is an X next to “calls” then unfortunately, you will not be able to use this device with our SIM and an alternate device will be required.
– If your phone isn’t listed then this means Softbank haven’t tested your device but it doesn’t mean it isn’t compatible and so we would still suggest trying the steps below.
-If your phone is listed as being capable of making calls then please follow the steps below –
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Please start by scanning for updates to install any Android Operating System / Security Updates that are available (if your device is not already up to date).
*A recent report from Softbank indicates that the device must have at least the Android 12 OS installed in order to utilize their VoLTE service
If you do not know how to complete this step, you may need to refer to the user guide / manufacturers support information for additional instructions.
If your issue persists after completing this check however, please follow the steps below –
1) Switch off your phone remove any SIM Cards installed in your device and leave your phone switched off for 5-10 minutes
2) 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 ).
3) 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
Once you have created the profile, please save it / select it as the active profile and then test the basic data connection (by loading a website / performing a Google search for example).
After you have confirmed that the basic data connection is working correctly, you can then test the calling feature.
If there is no change however, please reboot your device to refresh the connection and then retest the calling feature again.
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Still need help?
If the issue persists and you believe your device should be compatible, please send an email to: support@mobal.com
In your email to our support team, please include your account details (such as your Mobal phone number or your Order Confirmation Number) and the following information –
- The make / model of your device and a screenshot of all information that appears after dialing *#06#
- Your current location (and any other locations where you have tested the service)
- Details of which services you are unable to use (i.e. just the calling feature or all services) and screenshots of any error messages
- A screenshot of your current APN (Access Point Name) profile settings
- A screenshot of the “Mobile Networks” section (i.e. the section that shows the current “Network Mode” / “Preferred Network Type” and the “VoLTE” setting)
- A screenshot showing which version of the Android OS is installed on your device
We will then look into the issue further for you!