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Keitai Guarantee Service Plus LTE

The "Delivery on the Date of Your Application" service has been available in the Kansai area as well since July 19, 2016.
If you apply before 10:00 AM, the product can be delivered on that day (excluding some areas).

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.
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.

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.

Monthly basic charge ¥380
Application Required
* Only when you purchase an au mobile phone.
  • In the event of malfunction, loss, theft, or other incidents of a smartphone or tablet, a recycled product of the same model in the same color [1] is delivered to an address specified by you (in Japan only) on the date of your application at the earliest. [2]
  • You may ask an au shop or PiPit to have you phone repaired. [3]
  • [1] If the same model in the same color is difficult to provide, a replacement mobile phone of a model and a color that are specified by KDDI is provided.
  • [2] In the Kanto and Kansai areas, the product is delivered on the date of your application if you apply before 10:00 AM. In principal, it is delivered on the following day even if you apply after that time or the delivery address is not in the Kanto or Kansai area (excluding some areas and remote islands).
  • [3] au shops and PiPit cannot accept application for a replacement mobile phone.

Cost-saving benefits

  • 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/WiMAX2+ 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. [4] [5] (Only if you have used the Rated Plan since before November 2015.)

  • If you are subscribed to Upgrade Program [6] , 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.

    Upgrade Program (in Japanese only)

  • * Described as Keitai Guarantee Service Plus in au Customer Support and bills.
    [4] 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 Keitai Guarantee Service Plus LTE before the end of a month, the upper limit is not eligible for the discount in the month of the cancellation.
    [5] 4G LTE tablets and Wi-Fi WALKER WiMAX2+ are not eligible.
    [6] Upgrade Program (Junior) is eligible.

    Upgrade Program (Junior)(in Japanese only)

For Android™ users, a secured rate plan that combines two services!

Keitai Guarantee Servise Plus LTE + Anshin Security Pack
  • [7] In the case of subscription or cancellation before the end of a month, the discount amount is prorated based on how many days Anshin Security Pack was used, regardless of how many days Keitai Guarantee Service Plus was used.

Anshin Security Pack (in Japanese only)

★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?

Eligible models

4G LTE Smartphone,4G LTE Featurephone,4G LTE Tablet,WiMAX 2+ supported router

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 Keitai Guarantee Service 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.

[Keitai Guarantee Service Plus LTE]

  • If you subscribe to the service or cancel the subscription before the end of a month, the monthly charge is prorated.
  • If you cancel the subscription, you cannot subscribe to the service until you purchase an au mobile phone again.
  • When purchasing a new au mobile phone by changing a model or adding a model, the subscription to Keitai Guarantee Service Plus LTE for the previous au mobile phone is automatically cancelled.
  • If you cancel or temporarily suspend an au mobile phone contract, the subscription to Keitai Guarantee Service Plus LTE is automatically cancelled.
  • When changing a model or adding a model, only the au mobile phone that has the latest sales history is eligible for this service.
  • For transfer or inheritance of an au mobile phone, the status of Keitai Guarantee Service Plus LTE is carried over to the assignee.
    See the Keitai Guarantee Service Plus terms and conditions for more details.

    Keitai Guarantee Service Plus terms and conditions (281KB)(in Japanese only)

*All of the indicated amounts exclude tax unless otherwise specified.