Help

Stuck? Start here.

The four guides below solve almost every ticket we see. For everything else, the chat bubble and [email protected] reach a human.

Shinkansen platform at Tokyo Station — Most fixes take two minutes

Exit B2 of Toranomon Hills Station on the Tokyo Metro Hibiya Line — Airport cases get priority

Scenic railway crossing an autumn river gorge in Japan — A human answers, not a bot

Fix it yourself in two minutes

No signal after landing: run the five-step rescue card. Not at an airport: the full fix list covers any brand. Installing for the first time: the install guide has exact taps for iPhone and Android.

Money questions

Refunds: unused plans can be refunded under their package terms; email your order number. Replacement: a faulty eSIM is replaced one for one, free. Receipts: Stripe emails one within minutes, issued against Fizen LLC.

Plan questions

Fair use: unlimited plans run at a flat 10 Mbps with no daily ceiling; fixed plans drop to 384 kbps after the bucket. Hotspot: most plans allow it, each plan's rule is at checkout. Top-up: most of our eSIMs do not recharge; more data means a fresh eSIM, two minutes to install.

Reach a human

Chat bubble on any page, or [email protected] with your order number and phone model. Real humans on chat and email; airport no-signal cases get priority.

Straight answers

My eSIM has no signal in Japan. What first?

Airplane mode on ten seconds, off. Travel line set as data line, Data Roaming on for it, restart once. That fixes most cases.

Can I get a refund if I do not use the eSIM?

Unused plans can be refunded under their package terms. Email [email protected] with your order number.

I deleted my eSIM by mistake.

Do not rescan; a QR installs once. Message support with your order number and we will sort a replacement.

Email support The five-step rescue card