Unfortunately, we are not able to accept refunds if your phone is not compatible, unless you bought insurance with your Japan Wireless eSIM. Please make sure to check here for a comprehensive list of all compatible devices.

Please keep in mind:

iPhone devices from Mainland China DO NOT have eSIM capability.
iPhone devices from Hong Kong and Macao (except for the iPhone 13 Mini, iPhone 12 Mini, iPhone SE 2nd generation (2020), and iPhone XS) DO NOT have eSIM capability.
Google Pixel 3 / 3 XL devices originating from Australia, Taiwan, and Japan, and those bought with service from US or Canadian carriers other than Sprint and Google Fi DO NOT have eSIM capability.
Google Pixel 3a / 3a XL devices bought in South East Asia and Japan, and with Verizon service DO NOT have eSIM capability.
Huawei P40 Pro+ devices DO NOT have eSIM capability.
Oppo Find X5 Lite devices DO NOT have eSIM capability.

All Galaxy devices originating from China, Hong Kong, and Taiwan.
All Galaxy FE “Fan Edition” models, except the Galaxy S23 FE.
USA models of the Galaxy S20, S21\*, and Note 20 Ultra.

Most Samsung Galaxy devices purchased in South Korea do not support eSIMs, except for the Galaxy S24, S23, Z Fold 5, Z Fold 4, Z Flip 5, Z Flip 4, and A54 5G variants.
Galaxy A54 5G eSIM availability may vary depending on country/region and carrier. Please contact your carrier or device manufacturer to confirm that your Galaxy A54 5G device is eSIM-capable.
Galaxy S21 series devices (with the exception of FE models) from Canada and the USA may have eSIM capability as long as the One UI 4 update is installed. Please get in touch with your carrier or device manufacturer to confirm that your Samsung device is eSIM-capable.