Your eSIM is currently linked (via the EID number) directly to the original phone the eSIM was installed on.

This means that if you have now switched to a new phone, you will require a replacement eSIM.

 

To request a replacement eSIM, please login to your Mobal online account (MyAccount): www.mobal.com/myaccount

Once you have logged in to your account, please visit the “Services” section and then click on the “More Information” button next to the relevant eSIM.

On the next screen, please click on the “Reissue eSIM/Change Device” button that’s found in the “Service” section as shown in the image below.

You can then follow the on-screen prompts to request a replacement eSIM and retain your original phone number.

During this process, you will be asked to provide the EID number for the new phone so that the replacement eSIM can be linked to your new device.

On the majority of handsets, you can view the EID number by dialing: *#06#

 

If you signed up for 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).