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.
How to use the replacement mobile phone delivery service
4 steps to solve the problem when your smartphone is not functioning correctly
Application | Required | |
Monthly basic charge | 5G Smartphones | ¥726 |
4G LTE Smartphones | ¥693*1 | |
4G LTE feature phones | ¥418 | |
au Certified | ¥550 |
In the event of malfunction, damage, loss, or other trouble involving the mobile phone which you are currently using, this service will deliver a replacement mobile phone of the same model in the same color (a refurbished product). The replacement will generally be delivered to you on the day following your claim submission. In some cases it may be delivered on the same day.
Claim submissions are limited only to persons who have subscribed to Repair and Delivery Support.
If you live within the eligible area, the replacement can be delivered within 3 hours of your claim submission.
*only with KDDI!
The phone will be delivered with the liquid crystal protective film (or glass) designated by KDDI applied.
Same day delivery is available at the earliest if you submit your application by 12:00 noon in the Kanto, Chubu*3, and Kansai regions, or by 11:00 AM in the Kyushu*4 region.
If you file a claim online, you can choose to pick up your replacement phone in a convenience store.
When filing a claim online, you can choose delivery to the delivery pickup locker.
Enjoy a ¥1,100 discount when you file a claim online.
We will provide a replacement mobile phone (refurbished product) of the same model and color.
Recover image, video, and contact data from a device that have been broken due to exposure to water or damage.
Removed data will be given to you on a USB memory device.
Eligible models: 4G LTE smartphones, 4G LTE tablets and 4G LTE mobile phones sold in October 2018 and later
Charges: ¥5,500 per use (when successful)
Number of uses: once a year
You can search for your lost smartphone or tablet on your PC or a KDDI operator can help you.
When you have difficulty in using your device, a KDDI operator will provide support through remote operation.
In case your valuable device malfunctions or is lost or stolen
Notes
[General information on au After Service]
[Repair and Delivery Support]
Table showing whether or not Repair and Delivery Support can be continued (〇: Continued, ×: Canceled)
Rate plan | After change | |||
au | UQ mobile | povo2.0 | ||
Before change | au | ― | 〇*5 | × |
UQ mobile | 〇*5 | ― | × | |
povo2.0 | 〇 | 〇*5 | × |
Check your contract status now in case of future need!
By logging into My au, you can check and change the contract status for the services that are available in case of malfunction, loss, operation, or other trouble.
Click here to file a claim for the replacement mobile phone delivery service.
Claim submissions are limited only to persons who have subscribed to Repair and Delivery Support.