FAQ

Please tell me the order process
Please select your desired communication plan from the product list. The eSIM you purchased can be used after you receive the "[Gigaco eSIM] Notification of eSIM availability" email. Please refer to the contents of the email and complete the activation procedure.
Can I check the traffic amount?
You can check by selecting the plan name from My Page > eSIM List. (Updated every day at 24:00) Please check the real-time traffic amount by selecting the plan name from My Page > eSIM list and clicking the "Update" button.
What happens if I exceed the communication limit?
If you exceed the specified amount of communication and do not purchase additional data, the communication speed will be reduced to a maximum of 200kbps.
Can I check which models are compatible with eSIM?
Please check the details on our website at the top page > Steps for Use > eSIM-Compatible Products. Please note that even if the device is eSIM-compatible, there may be restrictions on the use of eSIM depending on the country of sale, so please check for yourself.
Are there any initial costs or fees?
If you apply online, there are no initial costs or fees, and you only need to pay the eSIM purchase fee.
If you apply at a store, a store application fee of ¥550 will be charged in addition to the eSIM purchase fee.
I did not receive the activation code email. What should I do?

If you do not receive an email, the following may be the cause.

① Your registered email address does not match your email address.

Please change your email address from My Page.

②There is not enough free space in the receiving mailbox.

Delete unnecessary emails in your inbox.

③ Spam email, domain specification, and email with URL links are set to be rejected.

Please check your spam mailbox and if you haven't received the email,
Please configure your settings so that you can receive the domain name "@gigako-esim.com".
If you are unable to receive emails even after specifying (permitting) domain reception, please contact your email account provider.

④Order has not been completed

If there is no purchase history on your My Page, your order has not been completed.
We apologize for the inconvenience, but please place your order again.

I accidentally deleted my eSIM profile. What should I do?
Once you delete the eSIM profile, you will not be able to communicate and you will not be able to use the same activation code.
Deleted eSIM profiles and activation codes cannot be reissued under any circumstances.
In this case, we apologize for the inconvenience, but please purchase again and activate it again.
* Customers who are using a monthly plan must also cancel the plan on their My Page. The plan will not be automatically cancelled even if you delete the eSIM profile. If the problem persists, please contact the Support Center.
Can I change or cancel my order?
We do not accept changes or cancellations after the order is completed. If you do not have enough data capacity, please use the data capacity addition service.
Can I make a reservation by phone?
We do not accept applications over the phone. Please complete the procedure on the website or at the store. We accept consultations before applying, so please feel free to contact us via chat, inquiry form, or phone.
Can you issue a receipt?
You can download the receipt from the purchase history on My Page. If you need to specify a proviso, please enter it in the input field when applying.
Please let me know about any problems with the activation code or settings.

① Activation code is not issued

Due to system specifications, activation codes cannot be issued between 22:00 and 9:00 the following Tuesday, or during maintenance.
If the procedure is completed at the specified time, you will receive an email notifying you that the activation code has been issued after 9:00 the following morning or after maintenance has ended.

②The activation code is not displayed

If you leave My Page open until the email arrives, you may not be able to select or display the activation code.
To display it, please try logging out of My Page and logging in again, or restarting your browser.

③When setting the eSIM profile, “eSIM cannot be activated” is displayed (iPhone)

If you see the message "Unable to activate eSIM" and are unable to add an eSIM profile, the activation code cannot be used.
Once loaded, eSIM profiles and activation codes cannot be reissued under any circumstances.
In this case, we apologize for the inconvenience, but you will need to purchase and activate the product again.
Please be sure to check steps 1 and 2 in advance before carrying out the procedure.
*Customers who are using a monthly plan must also cancel the plan on their My Page. The plan will not be automatically cancelled even if you delete the eSIM profile.

1. Check if the activation code is valid

If you try to reload an activation code that has already been loaded, the message "Unable to activate eSIM" will be displayed.
You cannot use the same activation code even if you want to reload it due to changing the model, etc.
Please check the following 2 and purchase again.

2. Check the software version

If your device's software version is outdated, updating to the latest software may improve the situation.
Please make sure you have updated to the latest software.
*Data may be lost if unexpected problems occur during software updates. Please create a backup of your data before proceeding.

If the problem persists even after performing the steps above, please contact our support center.

How can I cancel my subscription?
There is no cancellation procedure for short-term plans.
For monthly plans, please click the login button and complete the cancellation procedure on your My Page.
Please be sure to read the "Notes" carefully before proceeding with the cancellation procedure.
I want to know how to set up tethering
To tether, you need to set up the APN (access point) and turn on "Internet Sharing."
For details, please refer to the attached file.
*After setting up, restart the computer and wait about one minute before turning on Internet sharing.