Reporting a Loss:
If the phone you installed the eSIM on has been lost or stolen, please login to your Mobal online account to report this: www.mobal.com/myaccount
Once you have logged in to your account, simply visit the “Services” section and then click on the “Report Lost/Stolen” button that’s shown next to the relevant SIM card.
You can then follow the on-screen prompts to report the loss and your eSIM service will be temporarily suspended for 7 days as a precaution.
Once you have reported the eSIM as lost/stolen, you will then be sent an email containing instructions on how to reactivate the eSIM (if you happen to find the phone again) or how to request a replacement eSIM if you have now switched to a new phone.
If a replacement is required and you purchased the Mobal ‘All-Risk Protection Plan’ when you first activated your eSIM, this plan will cover the cost of a free replacement eSIM. If you did not sign up for this plan however, you will be required to pay for the replacement eSIM.
Important Note: Even if you are covered by the protection plan, you may still be charged a processing fee of ¥200 when requesting a replacement (as the process may fail if the charge is ¥0). If a ¥200 fee is processed however, we can confirm that this amount will be returned to you as an account credit (which will be deducted from your next bill).
Short Term Plans:
If you have selected a short term plan (such as the 30, 60 or 90 day option) and you report the eSIM as lost/stolen however, please be advised that if your service is reactivated (due to you finding the device and requesting reconnection or due to you receiving a replacement eSIM) then your eSIM will still remain on the original short term plan and so your plan end date will stay the same as before.
Emergency Line:
We would always recommend that you report an eSIM as lost/stolen directly from your Mobal online account but if you are unable to do this for whatever reason, you can call our Emergency Line on one of the numbers listed below to report the loss –
Japan: +81 (0)3 4550 1524
USA: +1 212 785 5800
UK: +44 (0)1543 426999