All went smoothly except: * the set-up is entirely self-service. The instructions are clear, but some human assistance at the collection point would be even better * my first attempted connection w... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Received Sim and installed it - had data but had problem with receiving voice calls. This was due to the age of my phone. There are notes on the website about this, but the issue could perhaps be made... See more
Company replied
Great 4G LTE connectivity throughout my 14-day (9/22 to 10/05/25) trip in Japan. KYOTO, NARA, OSAKA, TOKYO. I do wish 5G data speed was available. I do love the massive data plan 50GB for 16 days.... See more
Company replied
I used Mobal during my two-week stay in Japan. Everything worked flawlessly, everywhere I stayed, including Hakuba, Nagano, Matsumoto, and even Jigokudani Monkey Park! Mobal also worked great in the T... See more
Company replied
Company details
Written by the company
Mobal is an award-winning UK/Japan-based SIM provider whose mission is to make life in Japan easier for foreign nationals, known for reliable service, and friendly English support. What makes Mobal different is that it's 100% owned by a charity, which is dedicated to building schools and feeding children in Malawi, Africa. That means that all the profits Mobal makes go straight to making the world a better place!
Contact info
The Winding House, Walkers Rise, Rugeley Road, Hednesford, Staffordshire, WS12 0QU, Staffordshire, United Kingdom
- support@mobal.com
- www.mobal.com
3.8
Great
929 reviews
Replied to 87% of negative reviews
Typically replies within 1 week
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See how their reviews and ratings are sourced, scored, and moderated.
Did not work in combination with a SIM…
Did not work in combination with a SIM from Deutsche Telekom.
April 23, 2024
Unprompted review
Reply from Mobal
We appreciate you taking the time to provide us with feedback regarding your recent experience with our service.
Using the details you have provided we believe we have located your emails to our Customer Service team with regards to these issues and we can see that a colleague did provide you with some guidance. As we did not hear back from you we assumed that you had resolved your issue, however, we are sorry to hear that this was not the case.
The dual SIM function varies device to device and, whilst our team will provide support to the best of their ability, it is always best to refer to the manufacturer's user guide for clear guidance on how to use specific features of the device.
We again thank you for your feedback and apologise for any inconvenience these issues may have caused you.
Inexpensive and pretty reliable option
Inexpensive and pretty reliable option! Really handy once we got it going - had initial issues with the settings that had to be manually entered into the phones (instructions on the website faq) so it wasn't quite as simple on connect-and-go as might be implied. Quite good service in most parts of Japan that we visited, including some more remote countryside. Certainly would recommend, just make sure you're somewhere with wifi to get the initial setup established & ensure it's working first!
April 6, 2024
Unprompted review
Reply from Mobal
Hi Bonnie, thank you for taking the time to provide your feedback.
We are sorry to hear you experienced difficulties setting up your SIM card. We endeavour to ensure customers are provided with all the necessary information to set up their SIM for seamless use, and please rest assured that we review the guidance pamphlets and support web pages regularly.
We are delighted to hear that your data connection was good throughout your stay in Japan, even in rural areas, and that you found the SIM card good value for money.
We thank you for the recommendation and hope to hear from you again in the future!
Please bring back unlimited data…
Please bring back unlimited data simcards.
April 25, 2024
Unprompted review
Reply from Mobal
Thank you for taking the time to provide your feedback.
We are sorry to hear that you have found the changes to our current product range disappointing.
We sincerely apologise for any inconveniences these changes may have caused, but we hope that you may reconsider using our services again in the future.
Was recommened to me once, now I recommend it to others
Albeit I had a little trouble with set-up (I messed up the order of a couple of steps and had to reinsert the sim card and restart my smartphone an extra time), I did make it work and had zero trouble throughout my trip. No lag during usage either, so I could easily access maps, streaming and social media to suit my needs.
The price is great and so are the pick-up options! It was good for me to be at the airport with free wi-fi while I figured out set-up. Friendly staff that handed over the card and instructions - it also comes with a pin if you need it to access your sim card!
January 27, 2024
Unprompted review
Reply from Mobal
We really appreciate you taking the time to provide your feedback.
We are sorry to hear you encountered a little trouble setting up you SIM but we are glad to hear that once it was installed correctly your service worked well throughout your trip!
It’s also great to hear that you found our SIM cards good value for money and our collection point options convenient.
Thank you very much for your recommendation and we hope to hear from you again in the future!
Easy to get started with a SIM card on…
Easy to get started with a SIM card on my iPhone for use in Japan. I can renew my plan every month or every 3 months and keep my Japanese tel # as long as I need it.
December 18, 2023
Unprompted review
Reply from Mobal
Thank you for providing your feedback!
We are delighted to hear that you found setting up your SIM card easy and that the flexibility of our plans suit your needs.
We hope you have a great day and we look forward to hearing from you again in the future!
Does exactly what it says on the tin.
Does exactly what it says on the tin.
Used for over 2 years now and see no reason to change.
April 25, 2024
Unprompted review
Reply from Mobal
Hi Larry, we really appreciate you taking the time to provide your feedback.
It’s great to hear that your service is working well!
Thank you again for your review and for choosing Mobal!
Everything was perfect
Everything was perfect
Used to live in Japan and had 2 mobal sims
April 25, 2024
Unprompted review
Reply from Mobal
We really appreciate you taking the time to provide your feedback.
It is wonderful to hear that your services worked well throughout your time in Japan!
We thank you again for your kind review and look forward to hearing from you in the future!
Install of eSIM was easy using a QR…
Install of eSIM was easy using a QR code on my iPhone, never hit any coverage black spots even on the trains and Metro. Having data has been so useful for navigating on Google Maps and contacting people.
April 25, 2024
Unprompted review
Reply from Mobal
Hi Grant, thank you for providing your feedback!
We are delighted to hear that you found it easy to install your Tourist eSIM.
It’s also great to hear that the service worked well which helped you navigate everyday life in Japan.
Thank you for your review and for letting Mobal be a part of your trip!
Terrible customer service
Terrible customer service. Takes more than promised time to respond to my request (Im still waiting) The recent service cut with their softbank transition was handled terribily and made me think twice about this company. My number is tied with several business online 2FAs and im stuck waiting for a living soul to respond back.
April 18, 2024
Unprompted review
Reply from Mobal
Thank you for your feedback and we are sorry to hear of the connection issues that you are currently experiencing!
As you have noted, the shutdown of the Softbank 3G network has caused some disruptions in service and so we sincerely apologize for any inconvenience this may have caused!
Unfortunately, this network change is out of our control but we are currently investigating these connection issues as a priority and we can confirm that we have responded to your email with additional troubleshooting steps for you to follow. If the issue persists after completing these steps however, please respond to our email with the additional information we have requested and we will investigate the issue further for you!
Really pleased with the service
I visited Japan for two weeks and bought the e sim. It was easy to install with the instructions they sent. Service was excellent- not one problem in the time I was there. Wouldn’t hesitate to recommend.
March 30, 2024
Unprompted review
Reply from Mobal
We appreciate you taking the time to provide us with feedback regarding your recent experience with our service.
We are delighted to hear that you found your eSIM easy to install using the instructions provided and that the service worked well.
We thank you for your review and recommendation, and for letting Mobal be a part of your trip!
Mobal SIM card user
I have used Mobal SIM cards, both data and voice+data on two trips to Japan. The process was easy and the service excellent. First time my delivery was late, but with an email I was able to change from home delivery to pick up at Haneda Airport without any dramas. I have just placed an order for a data e-Sim for my next trip.
May 19, 2023
Unprompted review
Reply from Mobal
Hi Peter, thank you for providing your feedback!
We are delighted to hear that you found the process of ordering and setting up your SIMs easy and that the service worked well during your visits to Japan.
We are sorry that issues arose with the delivery of one of your purchases; however, we are delighted to hear that our Customer Service team were able to promptly assist in making alternative arrangements for you.
We thank you again for your repeat custom and look forward to hearing from you in the future!
Dedicated provider company that makes…
Dedicated provider company that makes the world a little bit better everyday. That’s why I’ve chosen Mobal. I received my SIM card via mail. No issues there. Setting up was easy. Looking forward to use it in 3 weeks :)
April 13, 2024
Unprompted review
Reply from Mobal
We really appreciate you taking the time to provide your feedback.
It’s great to hear that our Company ethos and charity work attracted you to our services! Your custom is truly appreciated and has already made a difference to many lives, as the majority of our profits go towards helping to achieve our vision for the communities that we support in Malawi and beyond.
We are delighted to hear that you received your SIM promptly and that the process of setting up it up was straightforward.
Thank you for choosing Mobal and we hope you have a wonderful time in Japan!
HI i just bought the E-sim On mobal i…
HI i just bought the E-sim On mobal i am travelling to Japan / Tokyo i get great service and quick reply and I found the cheapest all over website Great!!!!!!!!!!!!!!
khalid London
April 7, 2024
Unprompted review
Reply from Mobal
Hi Khalid, thank you for taking the time to provide your feedback.
We are delighted to hear that you found the service worked well. It’s also great to hear that you found our Japan Tourist eSIM good value for money.
We are also pleased to hear that our Customer Service team were able to promptly assist you with your queries.
Thank you again for your kind review and for choosing Mobal!
Great
Finnish Post managed (again) to mess the message about the incoming packet containing the SIM-cards. With just one email to Mobal thr extremely friendly helpdesk arraged me cards to Osaka airport. If you come to Japan by plane, it is easiest to ask them to delive the cards at the airport.
The cards worked flawless everywhere.
The pricing fits well for a tourist.
March 5, 2024
Unprompted review
Reply from Mobal
We appreciate you taking the time to provide us with your feedback regarding your recent experience with Mobal.
We are sorry that issues arose with your country's postal service; however, we are delighted to hear that our Customer Service team were able to promptly assist in making alternative arrangements for you.
It’s also great to hear that your service worked well throughout your time in Japan and that you found our Japan Tourist SIM cards good value for money.
Thank you again for your kind review and we look forward to hearing from you again in the future!
You cannot host spot on a Pixel phone…
You cannot host spot on a Pixel phone with a Mobal Sim. I only discovered this after a quite a bit of research and after arriving in Japan.
Also, my partner got a pocket wifi instead and his reception was consistently better than the mobal sim.
Would not reccommend
February 1, 2024
Unprompted review
Reply from Mobal
We appreciate you taking the time to provide us with feedback.
Whilst tethering is a feature of our SIM, we are unable to guarantee it will work with all operating systems/devices. This is mentioned in the FAQs for our products where we also provide a link to our support page, which does mention the specific issues when using this feature with Google Pixel handsets; however, we do apologise for any inconvenience this may have caused you.
With regards to the cellular data service, connection speeds can vary based on a number of factors that are outside of our control however we again apologize for any issues this may have caused you.
Unfortunately, we were unable to locate your account with the information provided, and despite our request for additional details, we have not received a response. Therefore, we are unable to offer further assistance or comment on your specific case at this time. However, if you would like to discuss this matter further, please feel free to reach out to us via email at: care@mobal.com
Did not recive my ESim and Support takes…
Did not recive my ESim and Support takes 5 Days they say. ☹️
March 24, 2024
Unprompted review
Reply from Mobal
Thank you for taking the time to provide us with your feedback.
According to our records the email containing the link to your Mobal eSIM portal was sent to you on Saturday at approximately 5 PM JST. However we are sorry to hear that this doesn't appear to have reached your mailbox!
Regarding the estimated 2-5 business day response time mentioned in our automated email, please note that this is a general estimate. Our dedicated customer service team endeavors to address urgent inquiries promptly, often well within the specified timeframe.
Rest assured, we have already responded to your email concerning the missing eSIM link and have promptly forwarded it to you for your convenience.
If you have any further questions or concerns, please do not hesitate to reach out to us. We greatly appreciate your patience and understanding.
Bought 31 day SIM - apps can't load with Mobal
Bought 31 day SIM. Does not work. Only allows for text messaging over WhatsApp and Messenger, but you can't send any photos. No other apps like Google, Google Maps, Instagram, Facebook etc are able to load. AVOID. Customer service is via email only and 2-5 days. I have to go and buy a new SIM from another provider now. Thanks for nothing. AVOID.
March 24, 2024
Unprompted review
Reply from Mobal
We appreciate you taking the time to provide your feedback.
We note in the title you have mentioned that you are using our 31 day SIM. We just wanted to remind you that this SIM Card is data only and so you won't be able to send message using the normal "messages" app on your phone however you should be able to send messages ( And photos ) via third party apps such as Whatsapp and Messenger etc however we are sorry to hear that this is not the case.
Regarding the estimated 2-5 business day response time mentioned in our automated email, please note that this is a general estimate. Our dedicated customer service team endeavors to address urgent inquiries promptly, often well within the specified timeframe.
As you have left this review using an alias, we couldn't locate your account. So that we can ensure you get a prompt resolution to this problem, could you please email care@mobal.com and we will look into this further for you.
E SIM = travel must have!
E SIM = travel must have!
I used the 8 day E SIM in Japan on my most recent trip and loved it!
Didn’t had any issues with signal and I found that I could connect to things quite quickly without buffering or dropping signal.
Great value for money!!
Will recommend to my friends as a Japan travel must have
September 28, 2023
Unprompted review
Reply from Mobal
Hi Chelsea, thank you for your feedback.
We are delighted to hear that you found the eSIM was easy to setup and that the service worked well during your stay in Japan!
It’s also great to hear that you found our Japan Tourist eSIM good value for money.
We thank you for your recommendation and for choosing Mobal.
Sim didnt work but was refunded
Bought a sim for use in Japan. It didn’t work and/or I couldn’t get it to work. Customer services helped to try get the issue resolved but it didn’t work. Was refunded as I didn’t use the sim. Thanks.
March 9, 2024
Unprompted review
Reply from Mobal
Thank you for taking the time to provide your feedback.
According to the records we have received from network you have used over 1GB of data since March 9th.
As our records show the SIM Card is in use, our customer service team did request more information before processing your refund as well as offering you support to resolve your issues. As we did not receive a response to this email we could only assume the steps provided resolved your issue however we of course sorry to hear that the issue persists.
We've sent an email regarding this matter, using the same thread mentioned in your review. Your response to this email would be greatly appreciated, as it will enable us to address your concerns more thoroughly.
UPDATE 19/03/2024: We still haven't received a response from you and can see that you have since used over 2GB of data which which would indicate that the SIM Card is working as expected, which we are delighted to see!
If you are experiencing connectivity issues however please get in touch and we will gladly assist you!
Thanks!
Mobal
Japanese eSIM
We used the eSIM during a 10 day stay in Japan, during February, travelling in Tokyo, Atami, Hiroshima and Miyajami Island. The order process was easy and we received all of our details and instructions really quickly. The instructions for set up were great and straightforward and although we had some self inflicted set up problems we received great customer service from the team. They got us up and running really quickly and from that point onwards the eSIM worked seamlessly in our own handsets. We had really strong signal throughout our Trip, even on the bullet train, and sometimes even disconnected from Wi-Fi because the SIM signal was better. Really would recommend since you can set up before you arrive in Japan and loved not having to fiddle around with physical SIM cards and risk losing them. A really great product!
February 13, 2024
Unprompted review
Reply from Mobal
We really appreciate you taking the time to provide your feedback.
It is wonderful to hear that you found ordering and receiving your eSIM quick and easy, and that your service worked well during your trip to Japan.
It is also great to hear that our Customer Service team were able to promptly provide you with support.
Thank you again for your kind review and we look forward to hearing from you again in the future!
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