After successful payment, your eSIM QR code will usually be sent to your email within 5 minutes.

In rare cases, delivery may take longer due to system, payment, network, or provider processing delays.

If you do not receive your QR code, please check your inbox, spam, junk, and promotions folders first.

If you still cannot find it, contact us immediately:

WhatsApp: Chat with us on WhatsApp
Email: support@japanesimtravel.com

Your eSIM QR code must be used within 30 days from purchase.

If you fail to activate or use the eSIM within 30 days from purchase, the eSIM may expire and will not be refundable.

You may install the eSIM before travelling to Japan.

Your plan validity starts only when the eSIM connects to a supported network in Japan.

This means you can scan and install the eSIM before your trip. As long as the eSIM does not connect in Japan, your plan validity will not start.

Once installed, do not delete or remove the eSIM from your phone.

Once deleted, the eSIM cannot be reinstalled.

The eSIM also cannot be transferred to another phone.

If you delete the eSIM, install it on the wrong device, or change phones after installation, you may need to buy a new eSIM.

Before buying, you must make sure your phone supports eSIM.

To check, dial *#06#. If an EID number appears, your phone supports eSIM.

You are responsible for making sure your phone is:

• eSIM compatible
  
• Not carrier locked
  
• Able to use mobile data overseas
  
• Updated to a suitable software version
  
• Configured correctly for mobile data and roaming
  

Refunds will not be provided for incompatible devices or carrier-locked phones.

If you request a refund before your QR code is issued, please contact our support team immediately by WhatsApp.

WhatsApp: Chat with us on WhatsApp

If the QR code has not been delivered, a refund may be possible after verification.

Once the QR code has been sent to your email, no refund will be issued.

This applies even if:

• You have not scanned the QR code
  
• You have not installed the eSIM
  
• You entered the wrong email address
  
• You bought the wrong plan
  
• Your travel plans changed
  
• Your flight was changed or cancelled
  

If you entered the wrong email address, contact us. We will try to help verify and resend the QR code where possible.

Once the eSIM has been installed, no refund will be issued unless there is a verified fault with the eSIM service.

If you experience a problem while overseas, you must contact our technical support team immediately while you are still overseas.

WhatsApp: Chat with us on WhatsApp

Support Hours: Daily, 9:00 AM to 9:00 PM Malaysia Time, GMT+8

Failure to contact us while overseas will void refund eligibility.

If your eSIM does not work after you arrive in Japan, contact us immediately.

In many cases, connection issues are caused by incorrect phone settings and can be fixed quickly.

Our support team may ask you for:

• Order number
  
• Phone model
  
• Current location in Japan
  
• Screenshot of Mobile Data settings
  
• Screenshot of eSIM settings
  
• Screenshot of Access Point Name settings
  
• Screenshot of VPN settings
  
• Error messages
  
• Other screenshots needed for troubleshooting
  

Please follow the support team’s instructions.

Refunds will only be considered if we are given a fair chance to troubleshoot while you are overseas and the issue is verified as an eSIM fault.

Refunds will not be provided in the following cases:

• QR code has already been sent to your email
  
• Wrong email address entered by customer
  
• Incompatible device
  
• Carrier-locked phone
  
• eSIM deleted or removed after installation
  
• eSIM installed on the wrong device
  
• Attempt to transfer eSIM to another device
  
• Customer fails to activate the eSIM within 30 days of purchase
  
• Flight changes or cancellations
  
• Wrong plan purchased
  
• Customer no longer needs the eSIM
  
• Customer refuses to follow troubleshooting instructions
  
• Customer contacts us only after leaving Japan
  
• Network issues caused by temporary service disruptions by foreign telcos
  
• Telco plan, network, or policy changes beyond our control
  
• Poor signal caused by location, buildings, underground areas, weather, congestion, or device limitations

JET uses third-party telecommunications networks.

Network performance may vary depending on location, signal strength, phone model, network traffic, weather, underground areas, buildings, and telco conditions.

Temporary network disruptions by foreign telcos are beyond our control.

We will do our best to assist, but we cannot guarantee perfect coverage in every location.

Approved refunds will be returned to the original payment method only.

Refund processing time depends on the payment provider, bank, card issuer, and HitPay processing timeline.

We will process approved refunds from our side as soon as reasonably possible, but the final time taken for the funds to appear in your account is controlled by the payment provider and your bank.

Before requesting a refund for technical issues, you must contact our support team first.

WhatsApp: Chat with us on WhatsApp

Email: support@japanesimtravel.com

Support Hours: Daily, 9:00 AM to 9:00 PM Malaysia Time, GMT+8

JET is built to keep travellers connected in Japan. If something goes wrong, message us early so we can help you fix it.