Repair and Delivery Support

Overview

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

* You can subscribe to this service only when you purchase an au mobile phone. If you cancel your subscription, you cannot re-apply for the service until you purchase an au mobile phone again.

Repair and Delivery Support
Application Required
Monthly basic charge 4G LTE Smartphone
4G LTE Tablet		 ¥630*1
3G Smartphone
4G LTE feature phone/ 3G feature phone
Data communications terminal
4G LTE Photo Storage*2
4G LTE stand-alone routers*2		 ¥380

*1 ¥380 per month for 4G LTE smartphones and 4G LTE tablets sold before September 2018.
*2 4G LTE Photo Storage and 4G LTE stand-alone routers sold before September 2018 are not eligible.

Main services

New support services starting from October 2018!
  • ･Replacement mobile phone delivery service
    [New] Super speedy delivery with "4 hour express delivery"![1][2]
    [New] Same day delivery areas expanded in the Chubu region![3]
    [New] Delivered with liquid crystal protective film applied neatly![4]
  • ･Data recovery support
    [New] Support for data recovery in the event of contact with water and when damaged![5]
  • [1] 4G LTE smartphones, 4G LTE tablets, 4G LTE mobile phones, data communication devices, 4G LTE Photo Storage, and 4G LTE stand-alone routers sold in October 2018 and later are eligible.
  • [2] The replacement will be delivered within 4 hours of application to locations in Tokyo's 23 wards only. Delivery may be delayed in the event of bad weather or poor traffic conditions.
  • [3] Aichi, Mie, Gifu, and Shizuoka prefectures are eligible (excluding some areas).
  • [4] 4G LTE smartphones, 4G LTE tablets and 4G LTE mobile phones sold in October 2018 and later are eligible. Film designated by KDDI. Not guaranteed to be free of scratches on the surface or lifting and peeling on the edges.
  • [5] 4G LTE smartphones, 4G LTE tablets and 4G LTE mobile phones sold in October 2018 and later are eligible.
  • [Charges] ¥5,000 per use (when successful), free when subscribed to au Smart Pass Premium. [Service conditions] Used once a year. Must be used for a mobile phone used by the applicant. Device eligible for recovery must be subscribed to Repair and Delivery Support until data recovery. If the screen is locked, you must provide us with the passcode or password. Regardless of whether data recovery is successful, mobile phones sent to us will not be returned. They will all be disposed of. [Coverage] Photo, video, and contact data on devices that cannot be operated due to being submerged in water, damaged, or having a broken screen. The device may not be eligible for support depending on the details of the malfunction. [How to check data] Removed data will be given to you on a USB memory device.

Click here for details on data recovery support.(in Japanese only)

Replacement mobile phone delivery service

In the event of malfunction, loss or theft of your important device.

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point1

Only with au!*

4-hour express delivery【NEW】

  • The replacement can be delivered within 4 hours of application to locations in Tokyo's 23 wards only.

    • ･Eligible models: 4G LTE smartphones, 4G LTE tablets, 4G LTE mobile phones, data communication devices, 4G LTE Photo Storage, and 4G LTE stand-alone routers sold in October 2018 and later
    • ･Hours: 9:00-17:00
    • ･Charge: ¥3,000 per use
point2

Only with au!*

Liquid crystal protective film application 【NEW】

  • Delivered with liquid crystal protective film designated by KDDI applied.

    • ･Eligible models: 4G LTE smartphones, 4G LTE tablets and 4G LTE mobile phones sold in October 2018 and later
point3

Only with au!*

Same day delivery

  • Until 12:00 p.m. in the Kanto and Kansai regions.
    In the Chubu region, your replacement will be delivered on the same day if you apply by 10:00 a.m.*3.

    • *3 Aichi, Mie, Gifu, and Shizuoka prefectures (some regions not covered)
point4

Only with au!*

Picking up in a convenience store

  • If you apply online, you can choose to pick up your replacement phone in a convenience store.

point5

Only with au!*

Receiving shipments at the delivery pickup locker 【NEW】

point6

Web discount

  • Enjoy a ¥1,000 discount when you apply via the Website.

point7

Replacement with the same model

  • We will provide a replacement mobile phone (rejuvenated product) of the same model and color.

  • * For telecommunications carriers as of October 2018. Based on each company’s homepage. Researched by KDDI.

Replacement mobile phone delivery service Click here for more details

Click here to apply
(in Japanese only)

We also have these kinds of support

Benefits of subscribing to the Upgrade Program EX , Upgrade Program

If you are subscribed to Upgrade Program EX [1] or Upgrade Program , you can use the benefits when changing models with the Upgrade Program benefit even if your old model malfunctions, is exposed to water, or is damaged.

[1] A separate payment of ¥2,000 (non-taxed) is required to use benefits.

Upgrade Program EX


Upgrade Program


Upgrade Program (Junior)

Additional benefits for 4G LTE customers

  • ・You can get a discount of ¥1,000 off the contract change fee when switching between a 4G LTE smartphone/4G LTE mobile phone and a 4G LTE tablet/WiMAX 2+ model without purchasing a handset.
  • ・You can get a discount of ¥100 off the au IC card reissuance charge of ¥2,000 when using the replacement mobile phone delivery service.
  • ・The upper limit of the data (packet) communication charge is restricted to ¥15,000/month if you do not use a data (packet) flat-rate service. [1] [2] (Only if you have used the Rated Plan since before November 2015.)
  • * Described as Repair and Delivery Support in My au (au Customer Support) and bills.
  • [1] The discount is applied to the charged amount on the month following the use of the service. (On the bill for this month of the use, the normal rate is applied on a one-time basis.) If you cancel the subscription to Repair and Delivery Support before the end of a month, the upper limit is not eligible for the discount in the month of the cancellation.
  • [2] 4G LTE tablets and Wi-Fi WALKER WiMAX 2+ are not eligible.

Eligible models

Android™ smartphone (4G LTE)/smartphone (3G), mobile phone (4G LTE)/mobile phone (3G), Android™ 4G LTE tablet, WiMAX2 + supported router, +WiMAX data communication device

★If you have any questions regarding the replacement mobile phone delivery service, please contact us at the following:

Repair and Delivery Support Center

Free Call0120-925-919
Business hours: 9 a.m. to 8 p.m.
Everyday

*Calls from mobile phones and PHS accepted

Voice Response Menu Guide

The voice guidance will prompt you to select from the numbers below.

  • ①Inquiry on damage/loss/repair
    1Lost or Stolen
    2Water damage/Submerge
    3External damage
    4Malfunction with no External damage
    5Other inquiries, such as contract cancellation and starting the service
  • ②Procedure to start using the service (Customers who received an au IC card)
  • ③Inquiry other than damage/loss/repair

See below for the details.

I have subscribed to Repair and Delivery Support so what should I do if my au mobile phone malfunctions?

Notes

[General information on au After Service]

  • Only "mobile phone devices" and "battery chargers" with a trademark of "au" or "iida" are eligible for au After Service.
  • "Battery chargers" means devices that can charge a mobile phone device such as an AC or DC adaptor.
  • If a product is modified, altered, analyzed (including altered software, analysis (including rooting), reverse engineering, decompiling, or disassembly) or it is repaired at a repair site that is not officially specified by KDDI, it may not be covered by the warranty or repair may be refused.
  • Note that using commercially-available non-genuine accessories other than au genuine parts may result in malfunction or failure.
  • Devices for which au cannot provide this service are not eligible for au After Service (Example: digital network devices or other devices)
  • Parts that are replaced in services such as "Three-year (One-year) warranty service", "Repair fee discount service", and "Renewal service for exposure to water and total damage" are collected and recycled by KDDI. They cannot be returned to the customers.
  • If there are multiple malfunctions, partial repair is not available. Partial repairs cannot ensure the product quality. For this reason, all of the malfunctions are repaired before retuning. (Depending on the items for repair, charges may be incurred.)
  • For inquiries, contact the Repair and Delivery Support Center.

  • Parts for repairs of au mobile phones and their peripheral devices are in stock for 4 years after termination of production (6 years for some models). The parts for repairs are the ones that are required for maintaining the product functions. After the period during which the parts for repairs are in stock, applications for repairs cannot be accepted. Even during this period, some malfunctions may not be able to be repaired due to lack of parts.

    Models for which applications for repairs are or will be terminated (in Japanese only)

  • KDDI shall not bear any responsibility for any change or loss of data (address book, data folders, mail, etc.) that results from malfunction, repair or loss of au mobile phones or from other causes. Back up the data regularly.
  • Services in au After Service are subject to change without prior notice.

[Repair and Delivery Support]

  • If you subscribe to the service or cancel the subscription before the end of a month, the monthly charge is prorated.
  • When purchasing a new au mobile phone by changing a model or adding a model, the subscription to Repair and Delivery Support for the previous au mobile phone is automatically cancelled.
  • If you cancel or temporarily suspend an au mobile phone contract, the subscription to Repair and Delivery Support is automatically cancelled.
  • If you are changing models or adding on devices, only the au mobile phone listed in the latest purchase history that is registered with KDDI is eligible for this service.
  • For transfer or inheritance of an au mobile phone, the status of Repair and Delivery Support is carried over to the assignee.
    See the Repair and Delivery Support terms and conditions for more details.

    Repair and Delivery Support terms and conditions (281KB)(in Japanese only)

  • 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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