Service

au Wi-Fi SPOT

  1. When entering into an au Communication Service Agreement with KDDI Corporation/Okinawa Cellular Telephone Company, customers agree to the au Wi-Fi SPOT terms of service established by Wire and Wireless Co., Ltd.
    Wire and Wireless Co., Ltd. provides the au Wi-Fi SPOT service free of charge to eligible customers based on these terms of service.
    au Wi-Fi SPOT terms of service (in Japanese only)
  2. To use au Wi-Fi SPOT, you must subscribe to an eligible rate plan or service. Usage charges vary depending on the rate plan or service. Check the following page.
    au Wi-Fi SPOT (in Japanese only)
  3. au mobile phones include information that allows you to immediately use au Wi-Fi SPOT in Japan without configuring any settings. However, the following setting is required for using all the spots.
    <Android smartphones>
    Select "au WI-Fi SPOT settings" in the "au Wi-Fi connection tool", and follow the on-screen instruction to complete registration.
    <iPhone (iPhone SE, iPhone 6s, iPhone 6s Plus, iPhone 6, iPhone 6 Plus, iPhone 5s, iPhone 5c)>
    Select "au support" from the bookmark of the iPhone browser (safari) > select "Using Public Wi-Fi" from "iPhone Setting Guide", and then follow the on-screen instruction to configure the settings.
    * Service may not be available at some au Wi-Fi SPOT locations.

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Answering Service EX

Answering Service EX provides the following two functions.

  • The Answering Service EX's storage period for leaving messages is one week and Answering Service EX saves up to 99 messages.
  • Messages recorded in the Answering Service EX are automatically distributed to your terminal.
  1. Subscriptio
    You cannot subscribe for Answering Service EX if you do not subscribe to the Answering Service EX in accordance with an optional service added to the Answering Service EX.

  2. Charges
    300 yen per month

    • In case that you apply for/terminate the service during the month, the charge is prorated on a per diem basis.

  3. Automatic distribution of messages

    • This can be only available for a model covered by the automatic distribution function.
    • We strongly recommend that you should apply for Flat-Rate Packet Transmission Service, as Packet Transmission Charges will accrue upon receiving messages.
    • If you use the service overseas, messages are distributed automatically. In such a case, a data communication charge is incurred. The charge may be at high costs if the distributions are not eligible for World Flat-rate Data or Overseas Double-Teigaku.

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Repair and Delivery Support/Keitai Safety Support/Repair and Delivery Support with AppleCare Services

Repair and Delivery Support

This paid membership service provides you with support in the event of malfunction, loss, theft, or other incidents that may occur with your smartphone or tablet.

  • For details, warnings, and rules for using this service, check "Repair and Delivery Support" on the au website.
  • Customers can apply for this service only at the time of purchasing an au mobile phone (such as when starting au mobile subscription, changing models, and purchasing an additional phone). If terminated, the service cannot be reinstated until a new au mobile phone is purchased. In the case of transfer or succession of the au mobile phone, the Repair and Delivery Support service is carried over to the new customer.
  • Some incidents may not be eligible for this guarantee (scratches, stains, minor damage such as peeled-off paint, trouble due to a natural disaster, etc.)
  • Mobile devices that are eligible for this support but have been processed, modified, analyzed (including software modification and analysis (including routing, etc.), reverse engineering, decompiling, and disassembly), or repaired at a repair location not officially designated by KDDI are not eligible for warranty and may not be accepted for repair.

  1. Monthly charges

      Models Monthly charges
    Models from fall and winter 2018 and later 4G LTE Smartphone ¥630
    4G LTE Tablet ¥630
    4G LTE feature phone ¥380
    Data communications terminal ¥380
    4G LTE Photo Storage ¥380
    4G LTE stand-alone routers ¥380
    Models from before fall and winter 2018 All models ¥380
    • In the case that you apply for/terminate the service during the month, the charge is prorated on a per diem basis.

  2. Replacement phone delivery service

    In the event of an incident with your au mobile phone, in general, a replacement mobile phone (a rejuvenated product including a battery pack) is directly delivered to you the day after you make a request online or by telephone. The service may be used two times a year. First use: ¥5,000 Second use: ¥8,000.
    However, discounts can be applied to the service charge. Check the Repair and Delivery Support page for details.

    • Replacement mobile phone (rejuvenated product) is a phone returned by a customer that has been repaired, provided with a new case, checked for quality, and initialized to factory-default settings.
    • In general, the replacement is delivered to you the next day. However, next day delivery is not guaranteed for some areas or remote islands. Delivery may also be delayed in the event of bad weather or poor traffic conditions.
    • We will replace your mobile phone with a product of the same model and same color. If the same model in the same color is difficult to provide due to stock shortages, a replacement mobile phone of a model and a color that are specified by KDDI is provided.
    • If malfunction results despite proper use according to information in an instruction manual or other documents during the warranty period (within one year from the date of purchase), this service is provided for free. (Free provision of this service counts to your total number of uses.)
    • In principle, old phones returned will be rejuvenated and used as replacement mobile phones in this service. If the phone is not returned, a penalty of ¥40,000 is incurred. If lost or stolen, return the old phone to a delivery location specified by KDDI once it is found.
    • Please transfer any necessary data from the old phone to the replacement phone and delete all other data from the old phone before returning it.
    • If your phone is lost or stolen, file a report with the police, fire department, or other public agency before contacting KDDI. We will ask for information on where and when you filed your report, and the assigned case number.
    • If your au IC card must be re-issued when using this service because of loss, theft, or another reason, there will be an IC card change charge of ¥2,000.
    • Use of the old phone by the Support user or a third party may be restricted based on the decision of KDDI.

  3. Collect-and-repair

    With these services, when your smartphone or mobile phone malfunctions, you can leave it at an au shop or Toyota locations that carry au products for repair. The following three services are provided.

    • (1)Three-year warranty service
      Malfunctions that are covered by the warranty are repaired for free for 3 years.
    • (2)Repair fee discount service
      For a repair not covered by the warranty, the upper limit of the repair fee is ¥5,000.
    • (3)Renewal service for exposure to water and total damage
      If your au mobile phone was exposed to water or totally damaged, the upper limit of the renewal fee is \10,000.
      If there is more than one malfunction, you cannot request partial repair. Partial repair cannot guarantee the quality of the product, so the product will be returned after all malfunctions are rectified completely. (Depending on the details of repair, charges may be incurred.)

  4. Data recovery

    Recover data from an au mobile phone that can no longer be used due to exposure to water, damage, a broken screen, etc. This service can be used once a year.
    Data that can be recovered: contacts, photos, videos

    A successful data recovery costs \5,000 per use.

    • Data recovery may not be possible depending on the status of the au mobile phone's malfunction. There is no guarantee of data recovery. Regardless of whether data recovery is successful, mobile phones eligible for data recovery that are sent in to the Repair and Delivery Support Center cannot be returned.
    • You will be charged \5,000 per use of this service even if only a portion of the data is successfully recovered.

  5. Additional services for users of 4G LTE models

    The following services are offered only for 4G LTE models.

    • (1)Discount on the au IC card change charge
      You can get a \100 discount off of the \2,000 au IC card change charge when using the replacement mobile phone delivery service.
    • (2)Discount on the contract change fee
      You get a \1,000 discount off of the \3,000 contract change fee when switching between LTE Dual and LTE Single without purchasing a handset.
    • (3)Change of the upper limit when subscribing to Rated Plan
      The upper limit of ¥20,000 is discounted to ¥15,000 when subscribing to Rated Plan. On the bill for the month of use, the normal rate is applied on a one-time basis.
    • If you cancel subscription to Repair and Delivery Support before the end of a month, the upper limit is not eligible for change in the month of the cancellation.
    • LTE Single is not eligible.

Keitai Safety Support

This paid membership service provides you with support in the event of malfunction, loss, theft, or other incidents that may occur with your 3G mobile phone or smartphone.

  • For details, warnings, and rules for using this service, check "Repair and Delivery Support" on the au website.
  • If terminated, this service cannot be reinstated. In the case of transfer or succession of the au mobile phone, the service Keitai Safety Support is carried over to the new customer.
  • Some incidents may not be eligible for this guarantee (scratches, stains, minor damage such as peeled-off paint, trouble due to a natural disaster, etc.)
  • If there is more than one malfunction, you cannot request partial repair. Partial repair cannot guarantee the quality of the product, so the product will be returned after all malfunctions are rectified completely. (Depending on the details of repair, charges may be incurred.)
  • Mobile devices that are eligible for this support but have been processed, modified, analyzed (including software modification and analysis (including routing, etc.), reverse engineering, decompiling, and disassembly), or repaired at a repair location not officially designated by KDDI are not eligible for warranty and may not be accepted for repair.

* As of September 9, 2013, new applications for Keitai Safety Support are no longer being accepted.

  1. Monthly charges

    Models Monthly charges
    All models ¥300
    • In the case that you apply for/terminate the service during the month, the charge is prorated on a per diem basis.

  2. Collect-and-repair

    With these services, when your smartphone or mobile phone malfunctions, you can leave it at an au shop or Toyota locations that carry au products for repair The following three services are provided.

    • (1)Five-year warranty service
      Malfunctions that are covered by the warranty are repaired for free for 5 years.
    • (2)Repair fee discount service
      Repairs not covered by the warranty are provided at a 100% discount.
    • (3)Renewal service for exposure to water and total damage
      If your au mobile phone was exposed to water or totally damaged, the upper limit of the renewal fee is \5,000.
    • (4)Free battery pack service
      Customers can receive a free battery pack when using the same au mobile phone for one year, and another battery pack when using the phone for three years.
    • (5)Lost mobile phone support service
      If your au mobile phone is lost or stolen within two years of date of purchase, KDDI provides the following support.
      • I.If a Full Support course user loses their au mobile phone, no Full Support cancellation fees are charged.
      • II.If a customer chooses to purchase a new au mobile phone under the Simple course, the purchase price is discounted by up to ¥18,000. (If the phone costs less than ¥18,000, the purchase price is discounted by 100%.)
      • We will replace your mobile phone with a product of the same model and same color. If the same model in the same color is difficult to provide due to stock shortages, a replacement mobile phone of a model and a color that are specified by KDDI is provided.
      • You are required to submit documentation verifying the report of loss/theft filed with the police, fire department, or other public agency. If you were given no such documentation, provide the information on where and when you filed your report, and the assigned case number.
      • Use of the lost or stolen phone by the Support user or a third party may be restricted based on the decision of KDDI.
    • (6)No-accident special points
      When a customer does not use any of the services specified in Service Menu (2), (3), and (5) for one year, they will be provided 1,000 points.

Repair and Delivery Support with AppleCare Services

We provide a four-year product warranty with Apple's official warranty service AppleCare Services. In the event that your device is lost or stolen, in general, a new but equal device is delivered to you by the next day with just a phone call.

  • For details, warnings, and rules for using this service, check "Repair and Delivery Support with AppleCare Services" on the au website.
  • Customers can apply for this service only at the time of purchasing an iPhone/iPad (such as when starting au mobile subscription, changing models, and purchasing an additional phone). If terminated, the service cannot be reinstated until a new iPhone/iPad is purchased. In the case of transfer or succession of the iPhone/iPad, Repair and Delivery Support with AppleCare Services is carried over to the new customer.
  • Some incidents may not be eligible for this guarantee (scratches, stains, minor damage such as peeled-off paint, trouble due to a natural disaster, etc.)

  1. Monthly charges

    Models Monthly charges
    iPhone XS/iPhone XS Max/iPhone X ¥1,190
    iPhone XR/iPhone 8 Plus/iPhone 7 Plus/iPhone 6s Plus/iPhone 6 Plus ¥890
    iPhone 8/iPhone 7/iPhone 6s/iPhone 6/iPad Pro *1 ¥790
    iPhone SE ¥707
    iPad/iPad mini/iPad Pro *2 ¥590
    • *1iPad Pros purchased on November 1, 2018 or later are eligible.
    • *2iPad Pros purchased on October 31, 2018 or earlier are eligible.

  2. Product guarantee

    Hardware products including iPhones/iPads, batteries, and their attached earphones and accessories are guaranteed.
    Repair of damages caused by mistake or accidents (damage from dropping and contact with liquids) is provided as a service.
    Number of compensations: max. 4 times over 4 years.

    Repair process

    • (1)Bring in for repair
      With this service, an Apple expert with repair your device at an Apple Store or official service provider.
    • (2)Pick-up and delivery repair service
      With this service, a service provider designated by Apple will come to pick up your device, and a replacement will be delivered to you depending on the result of an examination.
    • (3)Express replacement service
      With this service, a new iPhone/iPad or a new but equal device of the same model will be delivered to you and exchanged with your malfunctioning iPhone/iPad.

  3. Loss/theft compensation

    With this service, in the event that your device is lost or stolen, a new but equal device will be delivered to you with a call to the iPhone Loss and Theft Support Center. The service charge is \11,800.
    Number of loss/theft compensations: max. 2 times over 4 years.

    • In general, the replacement is delivered to you the next day. However, next day delivery is not guaranteed for some areas or remote islands. Delivery may also be delayed in the event of bad weather or poor traffic conditions.
    • We will replace your device with a new but equal device of the same model, same color and same capacity. If the same model in the same color with the same capacity is difficult to provide due to stock shortages, a new but equal device of a model and a color that are specified by KDDI is provided.
    • If your au IC card must be re-issued when using this service, there will be an IC card change charge of ¥2,000.
    • If lost or stolen, return the old phone to a delivery location specified by KDDI once it is found. If the phone is not returned, a penalty of ¥45,000 is incurred.
    • File a report　of loss or theft with the police, fire department, or other public agency before contacting KDDI. We will ask for information on where and when you filed your report, and the assigned case number.
    • Use of the lost or stolen phone by the Support user or a third party may be restricted based on the decision of KDDI.

  4. Technical support

    You can receive technical support from an Apple specialist by chat or telephone for four years.

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Filtering services

  1. Request for compliance with regards to Internet use by minors

    In accordance with laws and ordinances, young people under the age of 18 must in principal be subscribed to a filtering service that is set at time of purchase of the device before use. KDDI regards minors under the age of 20 as the eligible target.

  2. Dangers of using the Internet and the effect of filtering services

    When using the Internet, young people may encounter illegal or harmful content that can be have an adverse effect on their healthy growth, and they may become involved in criminal activities. In particular, the number of young people who are involved in trouble due to making contact with strangers on social media is increasing. They are in danger of not only being the victims of crimes, but may eventually become perpetrators themselves.
    The use of filtering services can reduce the risks of young people coming in contact with harmful contents.

  3. Filtering service Anshin Filter for au

    This is a filtering service for smartphones and 4G LTE mobile phones that protects your children from hazardous sites and apps.

    • You can use all of the safety features for free, including usage time slot settings to prevent your children from overuse.
      • * On an iPhone/iPad, you can activate the filtering functions of apps with your device's functional restrictions.
    • Install the Anshin Filter for au app (free) to your child's smartphone or 4G LTE mobile phone, then configure and activate it.
    • You can select the strength of your filtering based on your child's age and usage applications.
    • Access to restricted sites and apps can later be permitted individually by the child's guardian. (iOS apps are excluded)
    • Check the KDDI website for information on major apps and sites that can be used when Anshin Filter for au is applied.

      • Anshin Filter for au　(in Japanese only)

      Monthly charges free
      Applicable Models

      Android™ 4.0 or later Smartphone,Tablet

      iOS 9.0 or later iPhone/ iPad

      Android™ 4.4 or later 4G LTE feature phone

      *A subscription to an Internet connection service for the LTE NET or IS NET course is required.
      • * This service is designed to restrict access to the sites or application registered as belonging to the above categories in the URL database of NetSTAR Inc., and is not intended to confirm the content of each site every time it is accessed. Therefore, anything essentially belonging to such categories as shall be subject to the access restriction can be available.
      • * If paid content that you are using becomes applicable for access restrictions, its information charge will not be refunded.
      • * The app filtering function is a function that restricts the running of apps. It does not restrict the downloading of inappropriate apps. (A function of Safety Android smartphones and 4G LTE cellular only)
      • * In the event of failure of communications settings it may be possible to access contents eligible for access restriction.

  4. When choosing not to use or set a filtering service

    • If you will not apply for a filtering service, you need a statement indicating that a filtering service is not required.
    • A filtering services requires initial setting. If you do not wish to perform initial setting in-store, a statement indicating such is required.
    • Guardians are responsible for performing initial setting at home.

    Make decisions about your minor's Internet usage with adequate understanding and responsibility.

    [Request to guardians]

    • Assess the Internet risks and make rules that are suitable for your child.
    • This filtering service does not completely control access to materials that may be harmful to your child.
      Guardians must assess and confirm the child's conditions of use.
      • * If the settings are turned off, the guardian will be contacted by email.

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Upgrade Program EX

When you purchase a model specified by KDDI, you can subscribe to Upgrade Program EX by subscribing to au Adjust Plan or au Flat Plan, and selecting 24-month installment payments (installment contract).
This program allows you to switch models any time without paying the unpaid model price after the 26th month if you have used the model for 24 months. With this benefit, up to 50% of the installment payments can be waived.

[Image for payment of the model price, "Smartphone A (model price of ¥72,000)" if you switch models at the 25th month after your purchase]

Usage Image
Subscription conditions Application to this program at the same time as an eligible model purchase with an installment contract (48 months)
Subscription to au Adjust Plan or au Flat Plan (including those with (V))
Program charge ¥390/month * Consumption tax is not applied to the program charge.

For details about changes, the PDF for the terms of use for the Upgrade Program EX (in Japanese only) (288KB).PDF

If you subscribe to au Adjust Plan or au Flat Plan and select payment by 24 monthly installments (installment contract) when you purchase an eligible model, you can subscribe to Upgrade Program EX (a). With this program, you can change to a new model at any time after using your current model for 12 months, and the remaining amount of payments for your device past the 14th month of use will be waived. This way, you no longer have to pay for up to half of the original installment amount.

For details, check the PDF for the terms of use for the Upgrade Program EX (a) (in Japanese only) (123KB).PDF

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Upgrade Program

Customers who subscribe to the Upgrade Program when purchasing an eligible model, and who purchase their phone through an installment contract (24 months), can change to a new model after 18 months of use, at which time any outstanding monthly payment balance for the previous device will be waived, based on factors such as the trade-in value of the previous model.
If you subscribe to the Upgrade Program at the same time you purchase an eligible model after April 1, 2016, and change the model between the 13th month and 18th month, an advance use fee of ¥2,000* will be charged. By paying this fee, a part of the outstanding monthly payment balance for the previous device (the payments for the seven months from the 19th month to 25th month) will be waived, based on factors such as the trade-in value of the previous model.
*Consumption tax is not incurred for the advance use fee.

[Usage Image]

Usage Image
Subscription conditions
  • Upgrade Program application made at the time of purchase of an eligible model under an installment contract (24 months).
  • Subscription to au Adjust Plan, au Flat Plan, Flat-rate Data 1/2/3/5/8/10/13/20/30, Flat-rate Data 1/2/3/5/8/10/13/20/30(V), LTE Flat, or LTE Flat(V) with an eligible model.
Program charge ¥300/month * Consumption tax is not applied to the program charge.
  • * As of September 14, 2016, new applications for Flat-rate Data 8/10/13 and Flat-rate Data 8/10/13(V) are no longer being accepted.

For details about changes, the PDF for the terms of use for the Upgrade Program (in Japanese only) (341KB).PDF

If you subscribe to au Adjust Plan or au Flat Plan and select payment by 24 monthly installments (installment contract) when you purchase an eligible model, you can subscribe to Upgrade Program EX (a). With this program, you can change to a new model at any time after using your current model for 12 months, and the remaining amount of payments for your device past the 14th month of use will be waived. This way, you no longer have to pay for up to half of the original installment amount.

For details, check the PDF for the terms of use for the Upgrade Program (a) (in Japanese only) (114KB).PDF

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Digital Content Applications

  1. Refer to the specific website or application for information on the services provided and fees charged by individual services.
  2. Please read and agree with the terms and conditions of specific usage in the usage agreement and privacy policy available at the website, and the application form.
  3. Usage fees will be charged together with your monthly bill for au information charges or au transaction charges.
  4. Users are responsible for cancelling unwanted services via the website or application, using their au mobile telephone.
    They cannot be cancelled at au shops or KDDI customer service centers.

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About Wowma!

Wowma! is a general shopping website provided by KDDI and KDDI Commerce Forward.

  1. Check the Wowma! website for details about this service.
  2. Check the Wowma! Terms of Use Agreement before using this service.
  3. Use of Wowma! is free of charge. When purchasing a product, payment for the price of the product and delivery fees are required.
  4. Additional packet communication charges are incurred when using the services of this service. Subscription to a packet communications flat-rate service is recommended.
  5. When canceling your membership, do so yourself from the Wowma! website or app using your au mobile phone.
    Membership cancellations are not accepted at au shops.

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au Smart Pass/au Smart Pass premium

au Smart Pass service provides unlimited application usage, data storage, security software and various coupons for a monthly charge of ¥372.
au Smart Pass Premium is a service that can be used for ¥499/month, and includes all the services offered by au Smart Pass, Data Recovery service, membership privileges that change depending on the day of the week, and other various unique services.

  1. Details on the service are available on the au Smart Pass website.
  2. Use of this service is in accordance with the usage agreement posted on the au Smart Pass website.
  3. An au ID is required to use this service.
  4. Refer to the specific website or application for information on the individual applications and services provided.
  5. We can accept no responsibility for data uploaded via the data storage service. Customers are advised to maintain complete data backups.
  6. The Data Recovery service may not recover data depending on the status of malfunction of mobile phones. There is no guarantee of data recovery. Also, regardless of whether data recovery is successful, mobile phones eligible for data recovery will be disposed of.
  7. Not all services are available for all makes and models.
  8. Usage fees are free for 30 days for first-time subscriptions. After the free period, prorated information charges are automatically incurred. If subscribing for the second or subsequent time, prorated information charges are incurred from the date of subscription. Also, if membership is cancelled in the middle of the month, monthly charges are not calculated on a prorated basis.
  9. If you switch your contract from au Smart pass to au Smart Pass Premium in the middle of a month, the monthly charge for au Smart Pass is prorated until the day before the day you change the contract, and the monthly information charge for au Smart Pass Premium is incurred on a prorated basis from the day you change the contract.
  10. If you switch your contract from au Smart Pass Premium to au Smart pass, the monthly charge for au Smart Pass Premium is not prorated even if you switch your contract in the middle of a month. Also, you can use the services offered by au Smart Pass Premium until the end of the month of the contract switch.
  11. Charges for this service will be charged together with your monthly bill for au information charges or au transaction charges.
  12. Use of individual services may result in additional transmission charges. In addition, your terminal will periodically transmit data to check for application updates, and download advertising and coupons. Subscribing to a packet transmission discount service is recommended.
  13. Security software provided under this service must be downloaded from the au Smart Pass website and set up by the customer.
  14. Users are responsible for cancelling contracts for fee-based applications that exist when subscribing to this service. They will not be automatically extended or cancelled.
  15. The amount for Monthly Discount may change depending on whether or not you are subscribed to au Smart Pass.
  16. Users are responsible for cancelling unwanted services via the au Smart Pass website or application, using their au mobile telephone. They cannot be cancelled at au shops or KDDI customer service centers.
  17. When membership is cancelled, all apps downloaded from au Smart Pass and data used with the data storage service will be deleted. Also, repair fee support for models running iOS will become unavailable. It will not become available even if you subscribe to the service again.
  18. You must understand that, during suspension of communication due to transfer/succession, cancellation/temporary suspension, and during restriction of charged sites being effective, the application will be automatically cancelled.

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Select Pack

Select Pack is a service that can be used for ¥300/month (excluding tax) that includes select services for unlimited use, coupons and other member benefits, and repair fee support.

  1. Membership is required to use Select Pack. Be sure to check the Service Pack Usage Agreement before registering.
  2. If you register for this service, you will receive notification mails from Service Pack (including service update information, notices about recommended coupons, and advertisements). Please be aware of this before registering. If you do not wish to receive notification mails, you can carry out the procedure to stop the distribution of notification mails from the Select Pack site yourself.
  3. Content providers determine the usage conditions for their service in the select services for unlimited use provided by Select Pack. For details, check the site of the service.
  4. Check the usage conditions for the repair fee support service from the Select Pack site. If usage conditions are not met, the repair fee support service will not be applied.
  5. Usage fees are charged starting from the month you register. However, first-time members to Select Pack can use the service from the day they register to the end of that month for free.
  6. If you register or cancel your membership in the middle of a month, the usage fee is not prorated.
  7. The usage fee for Select Pack is added and billed to your monthly phone charges with the au Collective Payment Service.
  8. The use of Select Pack uses packet communications and incurs separate communication charges. Subscription to a packet communications flat-rate service is recommended.
  9. Select Pack includes separate paid services that are provided by content providers in the select services for unlimited use. If you are subscribed to one of those paid services and you register to Select Pack, your subscription to that paid service is not automatically cancelled. If you no longer require a paid service, carry out the cancellation procedure for that paid service yourself.
  10. For the cancellation procedure for Select Pack, you can carry out the procedure from the Select Pack site yourself through your au mobile phone.
  11. Please note that Select Pack will be automatically cancelled if you transfer, cancel, or suspend your au line, or if you apply usage restrictions to paid sites.
  12. For other details and conditions of Select Pack, check the Select Pack site.

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Osaifu-Keitai®

  1. Services employing the "Osaifu-Keitai®" wallet phone feature are provided on the basis of contracts concluded between customers and Osaifu-Keitai® -compatible service providers responsible for each service; KDDI Corporation has no involvement with contract contents. KDDI Corporation takes no responsibility for product malfunctions, or loss of data contained in the FeLiCa chip, resulting from equipment failure, theft or loss of an au mobile phone.
  2. Support for Osaifu-Keitai® varies from with model. Especially when switching to or adding a smartphone, please check on available services and restrictions on data transfer between terminals. Check with your service provider for details.
  3. Customers requesting repair by KDDI Corporation of an Osaifu-Keitai® mobile phone must delete data contained in the FeLiCa chip before handing over the Osaifu-Keita® -compatible au mobile phone to KDDI Corporation or a KDDI-authorized dealership, or else authorize deletion of data contained in the FeLiCa chip by KDDI Corporation or a KDDI-authorized dealership.
  4. When customers change models, transfer contracts, or resume subscriptions of au mobile phones, the Osaifu-Keitai® -compatible service may cease to function. As e-money charging and other features will become unavailable, customers are advised to apply in advance for relevant services from the Osaifu-Keitai® -compatible service provider.
  5. Contracts with Osaifu-Keitai® service providers will not be terminated even if au transmission services are suspended or terminated. Customers are advised to verify Osaifu-Keitai® procedures beforehand by inquiring with service providers.
  • * "Osaifu-Keitai®" is a registered trademark of NTT DoCoMo, INC.

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NFC Service

  1. The use of NFC Service requires an au mobile phone support NFC functions, with an au IC card that has been written with the required data.
  2. Use of this service may require the customer to enter into a usage agreement with the service provider (SP). This agreement is between the customer and SP, and is outside of au KDDI control.
  3. Even if the au mobile phone of au IC card is lost or stolen, au cannot terminate or halt NFC function. Contact your SP for assistance.
  4. au cannot accept responsibility for corruption or loss of data in au mobile phone or au IC card caused by fault, loss or theft of au mobile phone.
  5. Even if your au communication service is transferred or assigned, or cancelled or temporarily halted, the agreement between the customer and the SP is not terminated. Contact your SP for assistance.
  6. If the au IC card is exchanged due to au IC card fault or model change, no information or data related to NFC service will be transferred. Contact your SP for assistance.

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International Roaming Service (au World Service)

  1. In order to use this service, a device compatible with au World Service is required.
    Calling charges, SMS transmission charges, and data communication charges differ from domestic usage charges in Japan. Furthermore, discount services and flat-rate data services for domestic usage in Japan cannot be applied to this service.

    • * Consumption tax is not applied to international service usage charges.
    • (1)Available service areas/service details vary depending on your device's model.

    • (2)Calling charges: Vary depending on the destination.

      Ex)

        Domestic calls at your destination International calls to Japan International calls from Japan Receiving calls at your destination
      America ¥120 ¥140 ¥210 ¥165

    • (3)Data communication charges: You can use World Flat-rate Data or Overseas Double-Teigaku.
      Refer to World Flat-rate and Overseas Double-Teigaku details for information on eligible carriers and applicable conditions.

      World Flat-rate Data

      Overseas Double-Teigaku

      When using your device in regions not eligible for World Flat-rate or Overseas Double-Teigaku, you will be charged the usual data communication charges for any data used (¥1.6/KB).

    • (4)SMS charges

        Number of transmission characters Sending Receiving
      SMS (C-mail)
      SMS (i)      		 1 to 70 characters (1 to 160 characters if only single-byte characters are used) ¥100(tax-free) Free
      71 to 134 characters (161 to 306 characters if only single-byte characters are used) ¥200(tax-free)
      135 to 201 characters (307 to 459 characters if only single-byte characters are used) ¥300(tax-free)
      202 to 268 characters (460 to 612 characters if only single-byte characters are used) ¥400(tax-free)
      269 to 335 characters (613 to 765 characters if only single-byte characters are used) ¥500(tax-free)
      336 to 402 characters (766 to 918 characters if only single-byte characters are used) ¥600(tax-free)
      403 to 469 characters (919 to 1071 characters if only single-byte characters are used) ¥700(tax-free)
      470 to 536 characters (1072 to 1224 characters if only single-byte characters are used) ¥800(tax-free)
      537 to 603 characters (1225 to 1377 characters if only single-byte characters are used) ¥900(tax-free)
      604 to 670 characters (1378 to 1530 characters if only single-byte characters are used) ¥1,000(tax-free)
      • * Up to 70 characters can be transmitted if you are using a service other than the VoLTE au World Service.
      • * prior to application of carrier update (i.e. carrier version being KDDI 12.0 or older versions), Packet transmission fees will also be charged when sending SMS (i) mail.Email that contains more than 70 characters can be transmitted. The transmission is charged according to one mail per 70 full-pitch characters (140 half-pitch characters).
      • * With an iPhone running iOS 10.3 or later and the carrier version of KDDI 28.3 or later, a SMS that includes 70 or more characters can be transmitted.
  2. Smartphone applications and software may automatically communicate via the Internet, and the resulting data communication charges will be charged accordingly.
  3. Some mobile phone models automatically switch to an overseas network when outside Japan and charges may be incurred for unintentional packet communications.
    Depending on the model, your mobile phone may automatically switch to an overseas network.
    Overseas packet communications can be disabled by turning off Data Roaming. For details of Data Roaming settings, check "Using overseas (au World Service)→Before leaving Japan."
  4. Incoming calls received abroad are charged to the customer as well as the caller.
  5. Calls are timed and charged from the moment when SEND is pressed in some countries/regions. In such countries/regions, therefore, calling charges are charged even when calls fail to be connected.
  6. The determination of International Roaming Service charges is dependent upon overseas telecom carriers and may become delayed, so calling charges may not be reflected in the call detail record of the billed charges or telecommunications record until the subsequent month or later. (The contracting person and user should understand this fully before transferring an au mobile phone or changing user information after use of this service.)
  7. Check the areas where this service is available before leaving Japan.
    The areas where the service is available may differ with LTE and VoLTE models. The areaswhere the service is available may differ from those that were available with your previous model.
  8. Check "Using overseas (au World Service) -> Before leaving Japan" for the condition of overseas communication networks.
    Before leaving Japan (in japanese only)
  9. To reduce the risk that the au IC-Card of the customer may be used by another person if stolen or lost, it is strongly recommended that the customer set a "PIN1 code" for the card.
    Please see the "user manual" of the au mobile phone for the PIN1 code setting method.

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au International Call Service (dial 001, 010 and 005345)

  1. When customers conclude a contract for the au Communication Services, they are deemed to have concluded a contract for au International Call Service (dial 001, 010 and 005345) as well.
  2. The maximum monthly charge limit for au International Call Service (dial 001, 010 and 005345) is ¥30,000 (tax-free). If calling charges exceed this limit, the service becomes unavailable immediately. In addition, there may be some cases in which the service will be suspended until payment of the calling charges concerned is confirmed.
  3. If you make a Specified Type 1 General Phone Contract as determined in the KDDI telephone service agreement (discount service for 001 International Calling such as Mobile Talk), the corresponding contract is given priority for calls made by dialing "001" and calling charges for the au International Calling Service do not apply.In order to apply calling charges for the au International Calling Service, the Specified Type 1 General Phone Contract must be cancelled. Please contact the Customer Center (0077-7160 toll free; 9:00 to 20:00 including weekends and holidays) for details.
au International Calling FLAT

Calling charges to eligible countries and regions with au International Calling Service are as follows.

<calling charges>

  Talk time/call
Up to 15min/call Over 15min/call
Calls/month First 50 calls/month Free +¥20/30sec(tax-exempt)
From 51st call/month Charge that applies to each call after the 50th call ¥300/call (tax-exempt)

<Target countries/districts>
China(excluding Macao)/Philippines/South Korea/Thailand/Taiwan/Vietnam/Hong Kong/Malaysia/India/Nepal/Brazil/Peru/Mainland USA(excluding Alaska)/Canada/Mexico/Hawaii/Guam/United Kingdom/Austria/Netherlands/Norway/Portugal/Sweden

<subscription conditions>
You must subscribe to Unlimited Calling Plan or Unlimited Calling Plan S*.
*This includes (V) and (Mobile phone) plans. Kakeho plans for 3G mobile phones are not eligible.

<Flat rate>

Eligible Flat-rate Data services* Monthly flat charges(tax-exempt)
Flat-rate Data 5/8/10/13/20/30 ¥980
Flat-rate Data 1/2/3 ¥1,480
  • *As of September 14, 2016, new applications for Flat-rate Data 8/10/13, Flat-rate Data 8/10/13(V), and Flat-rate Data 8/10/13(Mobile phone) are no longer being accepted.

Rates apply from the month following the month of subscription.If you cancel in the middle of a month, calculation on a prorated basis is not applied and the flat rate is incurred.

  • *This includes (V) and (Mobile phone) plans.
  • This optional International Call Service does not include calls made from/received in overseas countries, SMS(C-mail), satellite/maritime phone calls or calls from certain phone numbers designated by au.
  • Calls not included in this free call service will be charged separately(satellite maritime phones will be charged ¥50(tax exclued) per 30 seconds).
  • Subscribers to 001 International call discount services such as Mobile Talk who apply for this optional service will have their 001 International call discount service subscription automatically terminated by the end of the month of subscription(or the beginning of the following month) and replaced with Fixed-rate au International Calling Service.
  • Upon request from an au International Call Flat Rate subscriber to confirm the number of calls eligible for the flat rate within a month, the number of calls will be disclosed only if the calls are determined to be made from the subscriber.

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About using Number Share on Apple Watch

The following is an explanation of the important matters that require attention when using Number Share on Apple Watch. We ask that you completely understand them before applying.

  1. What is Number Share?
    • Number Share is a service that allows you to use your iPhone’s phone number to make calls with Apple Watch even when your iPhone is not on hand. By sharing data with your iPhone, you can also use the data from the Flat-rate Data Service contracted to your iPhone on Apple Watch.
  2. Applying
    • Only contractors with iPhones that use Number Share (hereafter “iPhone”) can apply.
    • Application on the same day as contracting your iPhone, can only be done at au Shops.
    • Subscription to the Data Charge Option is required.
    • When you apply for Number Share, Data Charge Option settings on Apple Watch and Data Share settings between your iPhone and Apple Watch will be configured.
    • Your Apple Watch au ID will be the same as your iPhone au ID.
    • On the contract application website, be sure to enter the contractor’s address, name, and birthdate.
    • When applying for/canceling subscription to Number Share, Answering Service/Call Forwarding Service settings are removed. If you want to continue using them, you must reconfigure the settings.
    • If you are contracted to the Use Suspension Course of Price Safety Service, you are not eligible to apply (you will become eligible to apply one month after completing the process for discontinuing the Use Suspension Course).
    • Apple Watches that correspond to the following may experience network connection restrictions.
      • ① Items obtained illegally through theft (burglary), fraud, or some other criminal activity from an au Shop or other store
      • ② Items whose charge debt (including debt from payment on behalf of a third party) has not been fulfilled
      • ③ Items obtained through illegal contracts, including contracts made with falsified identity verification documents and fabricated information printed on the application form (name, address, birthdate, etc.)
    • When the initial settings for using the service are configured, device identification information will be sent to the overseas contractor.
  3. Explanation of Number Share conditions (* All the charges indicated above exclude taxes unless otherwise noted.)
    • Number Share is provided in accordance with au (LTE) communication service contract terms. Terms are subject to change. In this case, conditions are in accordance with the au (LTE) communication service contract terms posted to the KDDI homepage after the change.
    • The required costs for using Number Share are as follows.
      • ‐ Basic charges for using Apple Watch (Number Share sub line basic charge) are ¥300/month.
      • ‐ There is no monthly usage fee for Apple Watch Internet connection services.
      • ‐ There is an optional iPhone charge (Number Share monthly usage fee) of ¥50/month.
      • ‐ If you make or cancel a contract in the middle of the month, the basic usage charge and optional charge are calculated on a prorated basis.
      • ‐ Calls from Apple Watch are considered iPhone transmissions, and your calling charge is calculated based on the rate plan and discount services subscribed to your iPhone.
      • ‐ There is a universal service charge of ¥3/month for Apple Watch. It is not calculated on a prorated basis. (Rates may change in the future.)
      • * This system spreads the burden of necessary costs reasonably across the entire telephone company so that households anywhere in Japan can use subscriber phones and other telephone services fairly and with stability (this is the Universal Service).
    • Apple Watch Internet connection services (LTE NET or LTE NET for DATA) provide the same service as Internet connection services subscribed to iPhones using Number Share.
    • Data transfer is a best effort service. The communication speed may fall depending on traffic conditions, regardless of the maximum transfer speed based on Apple Watch’s technical standards.
    • When using Apple Watch to make an emergency call (110, 118, or 119), Apple Watch’s phone number is used. Return calls from the emergency service arrive to both your iPhone and Apple Watch.
    • When making non-emergency calls, your iPhone’s phone number is used.
    • To avoid network congestion, a limit may be placed on your iPhone and Apple Watch communication speed if the total amount of data used on your iPhone and Apple Watch exceeds 6GB over the three most recent days (not including the day on which the restriction is applied).
    • If the amount of data that your iPhone and Apple Watch use within a month exceeds your iPhone’s monthly data amount, the maximum communications speed for your iPhone and Apple Watch will be restricted to 128 kbps until the end of that month. The communication speed restriction will be removed on the first day of the following month. Data amounts purchased using Data Charge, can be used without any communication speed restriction.
    • If your iPhone’s use is suspended, Apple Watch will also be suspended. If you cancel, temporarily suspend, or transfer your iPhone contract or discontinue Data Share, Number Share will also be canceled.
    • You can cancel Number Share online or at an au Shop. The 4 digit security number made when you contracted your Number Share capable iPhone and documentation confirming the contractor’s identity are required.
  4. Precautions for Contracts by Minors
    • If the contractor is under 20 years old, you must agree with the following terms of parental consent when applying.
      [Terms of Parental Consent]
      In my capacity as parent or legal representative, I hereby give my consent for the applicant to sign a service contract with KDDI Corporation/Okinawa Cellular Telephone Company in accordance with the terms and conditions set out in the au (LTE) Telecommunication Service Agreement, including any subsequent applications to change their rate plan, exchange their device, and handle other procedures relating to au telecommunication services. [1] [2] If the applicant is purchasing a mobile phone or other device on consumer credit, I consent to the applicant signing a contract with the company KDDI Corporation/Okinawa Cellular Telephone Company in accordance with the terms and conditions set out in the relevant Consumer Credit Agreement, and applying to pay off the balance of installments before the end of the installment payment period. I accept that, if the contract holder designates a credit card or a bank account in my name [3] as their method of payment for au telecommunication service charges, payment for au telecommunication service charges used by the contract holder [1] will be made using the designated credit card or bank account. In the event of any delay in making payments, I will make every effort to resolve the matter.
      • [1]Includes payment services such as au Simple Payment, which enables a user to pay charges for the services and items purchased at various websites together with au telecommunication service charges.
      • [2]The company offers a range of services that users can apply for directly through communications from their au mobile phone or other device.
      • [3]In the name of the parent specified in the Parental Consent field only.
    • The parent will be sent written confirmation of their consent. The parent may also be contacted for confirmation by telephone. In the event of unpaid charges on the minor’s contract, the parent may be contacted regarding the unpaid amount.
  5. Other precautions
    • If VoLTE on your iPhone is set to off, Apple Watch will not receive calls.
    • Apple Watch cannot be used for Number Share overseas.
    • If your iPhone uses VoLTE Roaming (VoLTE au world service), calls made to your iPhone or Apple Watch will be charged based on the iPhone communications charges in the respective region, regardless of where you use Apple Watch.
    • For details of each service area, check the au homepage.
      Service Areas (in Japanese only)
    • Cannot be used outside of service areas or in locations that do not receive signals, including tunnels, underground locations, indoors, behind large buildings, and mountainous areas. It may also not be possible to use in certain atmospheric conditions or locations with poor signal reception, including highlands and the upper floors of skyscrapers and apartment buildings.
    • Depending on signal reception conditions, Apple Watch may be outside of the service area even when your iPhone is within the service area.
    • Malfunction, repair, or loss of Apple Watch may result in the change or loss of the data and settings saved to it. KDDI shall not bear any responsibility for any damages arising from change or loss of data or settings.
    • Contact information in the event of loss or theft is as follows. (Available 24 hours a day, 365 days a year (toll-free))
      From an au mobile phone: 113
      From a non-au mobile phone/general telephone: 0077-7-113
      * If the number listed above is not available: 0120-925-314
  6. Purpose for Use of Personal Information
    • Any personal information that KDDI obtains through this service agreement shall be used in providing this service and for the following purposes.
      1. Service provision operation in the telecommunications business field (including implementation of details in accordance with terms of contracts, terms of use, etc.)
      2. Operations related to the calculation and billing of service charges and operations related to the calculation and awarding of points
      3. Operation related to examination of contracts, examination of credit, etc.
      4. Operation related to customer services
      5. Operation related to user support
      6. Operation related to addition of or change to optional services
      7. Operation related to the suspension of services
      8. Information provision operation after investigating and analyzing usage conditions of services (including purchase conditions)
      9. Operation related to products, services, events, campaigns in an effort to promote the use of services
      10. Operation related to service provision facilities, equipment, software development, operation and management
      11. Operation related to investigation and response in the event of a product defect, system failure, or accident associated with services
      12. Investigation operation at the occurrence of and to prevent illegal contracts, illegal use, and non-payment
      13. Information provision operations related to services (including services other than telecommunication services) provided by KDDI, our affiliated companies and other affiliations
    • Handling of personal information related to personal credit agreements is in accordance with the Terms of Handling Personal Information Related to Personal Credit Agreements and Other Credit Transactions.
    • For the latest details regarding handling of personal information, including the shared use of personal information, provision of personal information to third parties, disclosure and correction of personal information, discontinuation of information by direct mail, and contact information for complaints on the handling of personal information, refer to the Privacy Policy of the KDDI homepage.
      Privacy Policy (in Japanese only)
  7. Early contract cancellation (applying online)
    • Telecommunications services applied to online are eligible for the early contract cancellation system.
    • Customers can cancel their contract within 8 days of the date of receipt of the contract document or the date when the service goes into effect, whichever is later.
    • Check the separately issued contract document regarding the process for early contract cancellation.
  8. Handling after the service goes into effect (applying in-store)

    If the customer confirms (1) and (2), and it becomes clear that their home signal quality and the compliance of KDDI and the store are inadequate, or if KDDI does not execute a signal survey, the customer can cancel the contracts listed in Related Contracts Eligible for Contract Cancellation by reporting to KDDI.

    • (1)Confirming signal quality
      If signal connection at home is difficult, apply for signal survey from Signal Support 24 within 8 days of applying for a new subscription/switching models/adding a device. (However, if the document is issued on the day after the application date or later, application for signal survey must be made within 8 days of the date of receipt of the document.)
      * Apply to Signal Support 24 via the website, apps, au Shop, Toyota locations that carry au products, or the KDDI Customer Center.
      Signal Support 24 (in Japanese only)
    • (2)Confirming compliance
      Customers can confirm the conditions of compliance to explanation obligations and document issuing obligations by KDDI and the store as stated in their contract with KDDI. In addition, customers over 65 years old who purchase a device can confirm compliance from documents prior to contracting.

    [How to Report]
    If after confirming (1) and (2) it becomes clear that your home signal quality and the compliance of KDDI and the store are inadequate, or if KDDI does not execute a signal survey, report it to the store at which you completed contract procedures.

    [Reporting Period]

    • If your signal quality is inadequate, the period is within 8 days of the completion of Signal Support 24 survey.
    • If compliance conditions are inadequate or KDDI does not complete a signal survey, the period is within 8 days of application (However, if the document is issued on the day after the application date or later, the period is within 8 days of the date of receipt of the document.)

    [Related Contracts Eligible for Contract Cancellation]

    • (a)Contracts in accordance with au (WIN) Telecommunication Service Agreement or au (LTE) Telecommunication Service Agreement
    • (b)Contracts concerning purchase agreements (excluding the Trade-in Program) of devices contracted in connection with one of the above contracts (mobile phones, accessories, and other products purchased at the same time) and their payment (Consumer Credit Agreement, etc.)
    • (c)Contracts for paid continuous services that will be made invalid after canceling a contract as in (a) or (b)

    [Applicable conditions]

    • If the purchase agreement for your device is included in the related contracts, it is necessary to return your device to the store at which you request contract cancellation. Furthermore, in the occasion that the device is returned after undergoing water damage, it has cracks on the LCD screen, or is otherwise in a damaged state, cancellation is available on the condition that you pay the full price of the device.
    • The customer is responsible for any usage fees that apply before the date of contract cancellation.
      • * Customers who cancel contracts made with MNP may not be able to regain the phone number, e-mail address or contract details from another carrier that they used before the contract. We ask that you confirm for yourself and complete the necessary procedures with the original carrier beforehand.
      • * If the device is returned after undergoing water damage, it has cracks on the LCD screen, or is otherwise in a damaged state, KDDI requests that you pay the full price of the device.
      • * If AppleCare+ is terminated when changing devices, you cannot subscribe to AppleCare+ again even if you cancel the related contract.

About au VoLTE (iPhone 7 or earlier models)

  1. To use au VoLTE, you must subscribe to LTE NET (flat rate ¥300/month) or LTE NET for DATA (flat rate ¥500/month).
  2. The following procedures are required to set au VoLTE mode manually.
    • (1)Check that you are in the LTE service area.
      au home page: au Top > Smartphones/Mobile Phones > Area
    • (2)If you are using iOS8.2 or earlier, you need to update the iOS software first and then update the carrier settings. iOS updates can be performed using your Wi-Fi connection or through iTunes.
    • (3)(If you are using a secondhand device) A subscription to Network Settings options (no usage charges) is required.
    • (4)Device settings must be changed as follows.
      (Settings→Cellular→Enable 4G→Voice & Data)

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About Overseas Use (au World Service) (Android smartphones (au VoLTE), iPhone X and later models, iPhone 8, 8 Plus, 7, 7 Plus, SE, 6s, 6s Plus, 6, and 6 Plus)

  1. Special numbers for remote operation of Answering Service and Call Forwarding Service cannot be used overseas.
  2. If any forwarding setting other than unconditional call forwarding is configured, the setting is disabled and forwarding is not performed.
  3. If any answering setting other than unconditional answering is configured, the setting is disabled. Incoming calls are connected to the Answering Service when your phone is outside the service area.

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Other information to check

  • By phoneOpen 9:00 – 20:00

    • English

      0120-959-472(Toll Free)

    • Portuguese

      0120-959-473(Toll Free)

    • Chinese

      0120-959-476(Toll Free)

    • Korean

      0120-959-478(Toll Free)

    • Tagalog

      0120-933-952(Toll Free)

    • Vietnamese

      0120-933-961(Toll Free)

    • Japanese

      157(Toll Free)from au phones

      0077-7-111(Toll Free)

  • By e-mailSend e-mail

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