I have placed an order but I haven’t received my card?
If you have placed an order but you have not yet received your MobalPay card, please complete the following checks –
- Ensure that your order was successful and that you have received an order confirmation email
- Check that your I.D. upload has been accepted
- Confirm that the initial purchase fee has been paid in full
- Check to see if you have received a separate email confirming the order has been shipped (this email should also contain tracking information)
Delivery of your MobalPat SIM card typically takes 2–3 business days. However, in some cases, delivery by the post office may take longer due to the following reasons:
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Your address does not include a building or apartment name
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Your name is not visible on the mailbox
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The address is a corporate or office location, but no company name is provided
Please also note that we ship via non-forwardable mail, which means we cannot deliver to forwarding addresses registered through a change-of-address notification.
If more than one week has passed and you have not received your card, please first verify that your shipping address is correct. If everything is in order, contact us for further assistance: support@mobalpay.com.
In some instances, your package may be returned to us by the post office marked as “Address Unknown” or “Unclaimed.” This often occurs when your residence has not been registered properly with Japan Post.
To resolve this, you may:
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Contact the Japan Post service center directly (English support available):
Phone: 0570-046-111 -
Or visit your nearest post office to register your residence information.
When contacting Japan Post, please let them know that you were unable to receive the item with tracking number, even though you reside at the listed address. You will likely be asked to present your residence card and complete a residency registration.
Once your registration is complete, kindly inform us and we will arrange to reship your MobalPay card.
If you have completed all checks above and wish to discuss this further with our team however, please send an email to: support@mobalpay.com