Customer support 客服

Q & A 常见问题

  • Before Purchase 购买前
  • After Purchase 购买后
  • Is there a support desk? 有客服窗口吗？
  • We offer phone and chat support in English, Chinese, and Japanese.
    • Support Center
      TEL：03-5205-4999
      Available every day from 9:00 to 19:00
      Support available in English, Chinese, and Japanese
    Chat Support (AI)
    Available 24/7     我们提供支持英语、中文和日语的电话客服和聊天支持。
    • 客服中心
      电话：03-5205-4999
      ※ 全年无休，服务时间为9:00～19:00
      ※ 支持英语、中文和日语
    Chat Support (AI)
    ※ 24小时服务
  • How do I use the Japan Travel SIM? 如何使用 Japan Travel SIM？
  • You can use the Japan Travel SIM by configuring your device settings and registering your email address.
    Please refer to the following link for the usage procedure:
    Easy to Use     通过设置您的设备并注册电子邮件地址，即可使用 Japan Travel SIM。
    请参考以下链接了解使用流程：
    使用流程
  • What are the requirements for compatible devices? 可用设备的条件是什么？
  • We recommend using the following types of devices:
    For SIM card:
    • SIM-free devices
      (We do not guarantee the operation of devices that have been SIM-unlocked.)
    For eSIM:
    • SIM-free devices
      (We do not guarantee the operation of devices that have been SIM-unlocked.)
    • Devices that support eSIM
      • Some iPhones, such as those intended for mainland China, do not support eSIM.
        If you are using a device that is not SIM-free, it may still be usable if it meets the following conditions.
        However, even if these conditions are met, we cannot guarantee that the service will work properly.
      • Compatible with NTT DOCOMO’s 4G (LTE)/3G network
      • Able to connect using IIJmio’s APN settings

    • 3G service will be available until March 31, 2026.
    • For devices that have been tested for compatibility, please refer to our list of verified devices.
    • Some communication devices may not recognize the SIM card.
    • We do not test the operation of various apps, and we do not guarantee the functionality of the service.
     我们推荐使用以下类型的设备：
    使用SIM卡时：
    • 无锁设备（SIM Free）
      （我们不保证已解锁设备的正常运行。）
    使用eSIM时：
    • 无锁设备（SIM Free）
      （我们不保证已解锁设备的正常运行。）
    • 支持eSIM的设备
      • 部分面向中国大陆的iPhone等设备不支持eSIM。
        如果您使用的不是无锁设备，只要满足以下条件，也可能可以使用。
        但即使满足这些条件，我们也无法保证服务一定可用。
      • 支持NTT DOCOMO的4G（LTE）/3G网络
      • 能够设置并连接IIJmio的APN

    • 3G通信服务将于2026年3月31日终止。
    • 关于我们已确认可用的设备，请参阅“已确认可用设备列表”。
    • 部分通信设备可能无法识别SIM卡。
    • 我们未对各种应用程序进行兼容性测试，也不保证服务的正常运行。
  • I can't connect to the internet after completing the setup. 完成设置后无法连接互联网怎么办？
  • If you are unable to connect to the internet, please check the following:
    • Restart your device.
    • Make sure that mobile data is turned on in the device settings.
    • Ensure that airplane mode is turned off.
    • If the issue persists after checking the above, please contact the support center before deleting the eSIM.
    • If your device does not display "4G" or "LTE" even after completing the APN settings, try restarting your device several times. Depending on the device, it may take around 15 minutes to connect.
    • If you are unable to use the service after April 1, 2026, please update your device software to the latest version and try the following settings.
      Change the network type to one that includes "5G/4G (LTE)".
      Add "ia" to the APN type the APN settings.
      (Example)
      Before: APN Type: default
      After: APN Type: default,ia *Do not change the existing settings.

    Please refer to the following for setup instructions:     如果无法连接互联网，请确认以下事项：
    • 请重启您的设备。
    • 请确认“设置”中的移动数据已开启。
    • 请确认飞行模式已关闭。
    • 如果以上检查后仍无法连接，请在删除eSIM之前联系客户支持中心。
    • 如果完成APN设置后仍未显示“4G”或“LTE”，请多次尝试重启设备。部分设备可能需要约15分钟才能连接。
    • 如果在2026年4月1日之后无法使用，请将设备软件更新到最新版本，并尝试以下设置：
      将网络类型更改为包含“5G/4G（LTE）”的选项。
      在APN设置中的“APN类型”中添加“ia”。
      （示例）
      更改前： APN类型：default
      更改后： APN类型：default,ia

    请参考以下链接了解设置方法：
  • I purchased it by mistake. Can I return or exchange the package? 我不小心购买了，可以退换包装吗？
  • Japan Travel SIM packages cannot be returned or exchanged. Japan Travel SIM 的包装不可退货或更换。
  • I haven’t received the email with the verification code. 我没有收到包含“验证码”的邮件。
  • If you haven’t received the email, please check the following:
    • Emails will not be delivered during system maintenance. They will be sent after maintenance is completed.
      －Regular maintenance is conducted every Tuesday from 10:00 PM to Wednesday 9:00 AM.
      －Maintenance information
    • The email containing the verification code is sent from support@iijmio.jp. Please check your spam or junk mail folder.
    • Please double-check the email address you registered.

    If you still do not receive the email after checking the above, please try using a different email address.     如果没有收到邮件，请确认以下事项：
    • 系统维护期间不会发送邮件。维护结束后邮件将会发送。
      －定期维护时间为每周二晚上10点至周三早上9点。
      －维护通知
    • 含有验证码的邮件是由 support@iijmio.jp 发出的。请检查是否被误归类到垃圾邮件文件夹中。
    • 请再次确认您注册时填写的邮箱地址是否正确。

    如果确认以上内容后仍未收到邮件，请尝试使用其他邮箱地址。
  • I haven’t received the email containing the "PASSCODE". 我没有收到包含“PASSCODE”的邮件。
  • If you haven’t received the email, please check the following:
    • Emails will not be delivered during system maintenance. They will be sent after maintenance is completed.
      －Regular maintenance is conducted every Tuesday from 10:00 PM to Wednesday 9:00 AM.
      －Maintenance information
    • The email is sent from support@iijmio.jp. Please check your spam or junk mail folder.
    如果没有收到邮件，请确认以下事项：
    • 系统维护期间不会发送邮件。维护结束后邮件将会发送。
      －定期维护时间为每周二晚上10点至周三早上9点。
      －维护通知
    • 邮件是由 support@iijmio.jp 发出的。请检查是否被误归类到垃圾邮件文件夹中。
  • Where can I find PASSCODE1/PASSCODE2 and the entry code? 在哪里可以找到 PASSCODE1/PASSCODE2 和注册码？
  • The required PASSCODE1/PASSCODE2 and entry code for user registration differ depending on whether you are using a SIM card or an eSIM.
    • If you are using a SIM card
      PASSCODE1 and PASSCODE2 are printed on the SIM card mount. Each code consists of 8 digits.
    • If you are using an eSIM
      The entry code is printed on the back of the purchased card.
      PASSCODE1 and PASSCODE2 are included in the email you receive after completing registration.
    用于用户注册的 PASSCODE1/PASSCODE2 和注册码，根据您使用的是 SIM 卡还是 eSIM 而有所不同。
    • 使用 SIM 卡的情况
      PASSCODE1 和 PASSCODE2 印在 SIM 卡的卡托 上。每个密码为 8 位数字。
    • 使用 eSIM 的情况
      注册码 印在您购买的卡片背面。
      PASSCODE1 和 PASSCODE2 会在您完成注册后，通过电子邮件发送给您。
  • My SIM is PIN-locked. Can you provide the PIN Unlock Code (PUK code)? SIM卡被PIN锁定了。可以提供PIN解锁码（PUK码）吗？
  • Please check your device's serial number and contact the IIJ Support Center.
    • How to check the serial number
      • For SIM card :
        －You can find it on the back of the SIM card mount or in your device settings.
        －To check via device settings:
        ＜iOS＞ [Settings] → [General] → [About]
        ＜Android＞ [Settings] → [About phone] → [SIM status]
      • For eSIM :
        －You can find it in the "Ready to Start" email or in your device settings.
        －To check via device settings:
        ＜iOS＞ [Settings] → [General] → [About]
        ＜Android＞ [Settings] → [About phone] → [SIM status]
      • The method may vary depending on your device and OS version.
    • Contact Information
      IIJ Support Center
      TEL: 03-5205-4999
      • available year-round（9:00－19:00）
      • Customer support is available in Japanese, English, and Chinese only.
    请确认您的设备序列号后，联系 IIJ 客服中心。
    • 如何确认序列号
      • 使用SIM卡的用户：
        －可在SIM卡台纸背面或设备的“设置”中查看。
        －通过设备设置查看的方法：
        ＜iOS＞ [设置] → [通用] → [关于本机]
        ＜Android＞ [设置] → [关于手机] → [SIM状态]
      • 使用eSIM的用户：
        －可在“ready to start”邮件中或设备的“设置”中查看。
        －通过设备设置查看的方法：
        ＜iOS＞ [设置] → [通用] → [关于本机]
        ＜Android＞ [设置] → [关于手机] → [SIM状态]
      注意：根据设备型号和操作系统版本，查看方法可能有所不同。
    • 联系方式
      IIJ客服中心（全年无休（9:00－19:00））
      电话：03-5205-4999
      • 仅支持日语、英语、中文。
  • How can I set up the SIM? 请告诉我设置方法。
  • See the Usage Flow packaged with the SIM or see the following links:

    For SIM card
    For eSIM     请参见包装中附带的《使用流程》或下述说明进行设置。

    设定方法
    SIM卡
    eSIM
  • [For eSIM] I accidentally deleted my eSIM. Can it be reissued? 【使用eSIM时】我不小心删除了eSIM，可以重新发行吗？
  • eSIMs cannot be reissued.
    Once deleted, an eSIM cannot be reinstalled. Please make sure not to delete it.
    Additionally, if you reset your device or change to a new one, you will need to purchase a new eSIM.     eSIM无法重新发行。
    一旦删除，eSIM将无法再次安装，请勿删除。
    另外，如果您初始化设备或更换设备，也需要重新购买eSIM。
  • [For eSIM] When I scanned the activation code, an error appeared and I couldn’t download the eSIM. I also couldn’t re-download it. 【使用eSIM时】扫描激活码时出现错误，无法下载eSIM，也无法重新下载，怎么办？
  • If you see one of the following error messages, it may be due to either a device software issue or because the activation code has already been used.
    Please check whether the eSIM has already been installed. If it is not installed, you will need to obtain a new package.

    Common error messages:
    • iOS:
      －Unable to activate eSIM
      －Unable to complete mobile data plan change
    • Android:
      －Could not enable service
      －Unable to connect to the network
    如果出现以下错误提示，可能是由于设备软件问题或激活码已被使用所导致。
    请确认eSIM是否已经安装。如果尚未安装，则需要重新购买新的eSIM卡包。
    常见错误信息：
    • iOS系统：
      －无法激活eSIM
      －无法完成移动数据计划更改
    • Android系统：
      －无法启用服务
      －无法连接到网络
  • [iOS: For SIM card users] In “STEP 2: APN Settings,” the “Mobile Data Network” option does not appear, so I cannot enter the APN information. 【iOS系统：使用SIM卡的情况】在“步骤2 APN设置”中未显示“蜂窝数据网络”，无法输入APN信息。
  • If “Mobile Data Network” is not displayed on your iPhone, it means the device is not recognizing the SIM card.
    Please try restarting your device and reinserting the SIM card.
    If the issue persists, please contact the support center.     如果iPhone未显示“蜂窝数据网络”，说明设备未识别到SIM卡。
    请尝试重启设备并重新插入SIM卡。
    如果问题仍未解决，请联系客户支持中心。


Chat support（AI） Chat support（AI）

Chat support is available 24 hour service.
24 小时提供聊天支持服务。

Chat support（AI）

Chat support（AI）



IIJ Support Center IIJ客服中心

03-5205-4999 available year-round（9:00－19:00） 全年无休（9:00－19:00） ※Customer support is available in Japanese, English, and Chinese only. ※仅支持日语、英语、中文。