Compensation : Repair and Delivery Support

Replacement mobile phone delivery service

KDDI will send you a replacement phone in the event of an incident.

Within 4 hours of application in Tokyo's 23 wards and the entire city of Osaka


The replacement can be delivered to the address you have specified (within Japan only) on the day of application. Delivery is available within 4 hours of application if in Tokyo's 23 wards and the entire city of Osaka[1], on the same day to the Kanto and Kansai regions when application is made by 12:00 p.m., and on the same day to the Chubu region[2] when application is made by 10:00 a.m.

* In principle, the replacement is delivered to you the next day for other areas and time slots (excluding some areas/remote islands).
Delivery may also be delayed in the event of bad weather or poor traffic conditions. Hours may be shortened or suspended during the Obon season, during the end of year and New Year holidays, and other periods when traffic congestion is expected.

[1] Application hours: 9:00-17:00
Charges: ¥3,000 per use
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
[2] Aichi, Mie, Gifu, and Shizuoka prefectures are eligible (excluding some areas).

Picking up in a convenience store


You can arrange to pick up the replacement phone in a convenience store. We will deliver the replacement handset to the store you have specified by the next day at the earliest.

* This is limited to applications made via the Website (PC/smartphone, etc.).
* If you are picking up the replacement handset in a convenience store in Hokkaido/Okinawa or a remote island, it will be delivered the day following the next.

Stores where pick-up is available (Yamato Transport homepage)(in Japanese only)

Receiving shipments at the delivery pickup locker


A sample image of the PUDO delivery pickup locker↑

You can choose to receive shipments at the delivery locker.

The shipment will arrive at your locker on the day after you order at the earliest.

* Limited to application by web (PC, smartphone, etc.).

PUDO delivery pickup locker location (Packcity Japan homepage) (in Japanese only)

Click here for how to use (Yamato Transport homepage) (in Japanese only)

Web discount


If you apply via the Website (au homepage), you will get a ¥1,000 discount from the charges.[2]

About the charges paid by customers when using the service

Liquid crystal protective film application


Delivered with liquid crystal protective film applied neatly.

  • * Eligible models: 4G LTE smartphones, 4G LTE tablets and 4G LTE mobile phones sold in October 2018 and later.
  • * The liquid crystal protective film is designated by KDDI.
  • * Not guaranteed to be free of scratches on the surface or lifting and peeling on the edges.

Replacement with a mobile phone of the same model and same color


We will replace with a rejuvenated product of the same model and same color (including new battery).

* 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.

Eligible problems

Malfunction, partial damage, total damage, exposure to water, theft and loss

  • The following incidents are not eligible: scratch, stain, minor damage such as peel-off paint, trouble due to a natural disaster, deliberate damage, altered phone, altered software, analysis, problem due to computer virus or other troubles.

Fees paid by customers for using this service

1st use 2nd use
au contract is 25 months or more (with the long-term use benefit applied) [1] au contract is fewer than 25 months au contract is 25 months or more (with the long-term use benefit applied) [1] au contract is fewer than 25 months
Fees paid by customers ¥3,000 ¥5,000 ¥6,000 ¥8,000
No replacement mobile phone + after the Web discount is applied [2] ¥2,000 ¥4,000 ¥5,000 ¥7,000
  • [1]Customers and their families whose au contract is 25 months or more, receive a ¥2,000 discount as a benefit for long-term use. If a phone line subscribed to this service or a phone line under the same Family Discount includes a phone line with an au contract that is 25 months or more, the phone line subscribed to this service is eligible for the benefit for long-term use. For customers using a data communication device or tablet, this discount applies to customers who are subscribed to a set discount (WIN Single Set Discount or Smartphone Set Discount) and have been under the contract of the line eligible for the set discount for 3 years or more.
  • [2] If you do not use a replacement mobile phone, you can get a discount of ¥500. If you apply via the Web site (au homepage), you can get another discount of ¥500 off the fees. (Both of the discounts are automatically applied if you apply via the au homepage because a rental of a replacement mobile phone is not provided.)

About the use count and fees paid by customers

This service can be used twice within a one-year period, beginning the day on which this service is used (compensation application) as the starting date. If you have not used this service in the past year at the time of filing a compensation application, the fee is ¥5,000. If you have, it is ¥8,000. However, this service is provided for free in the case of malfunction within the one-year warranty period from the day of your purchase.

Image:About the use count and fees paid by customers
  • * In the event of a malfunction that is covered by the warranty within one year from your purchase (the warranty period described in the warranty), the service is available for free (but is counted).

Other services

Data recovery

Data recovery support

Support for data recovery in the event of contact with water and when damaged!
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: ¥5,000 per use (when successful), free when subscribed to au Smart Pass Premium.
  • Number of uses: once a year

Go to Data recovery support for service conditions.(in Japanese only)

Collect-and-repair services

Three-year warranty service

Malfunction that is covered by the warranty is repaired for free for 3 years.

  • * If malfunction results from proper use according to notes or other information in an instruction manual or other documents during the warranty period, it is covered by the warranty and is repaired for free.
  • * The warranty period that is described in the warranty is one year from the date of purchase. In the case of subscription to Repair and Delivery Support, the period is extended to three years from the date of purchase that is described in the warranty (the warranty period of a prepaid-designated phone is one year).

Repair fee discount service

Even for a malfunction not covered by the warranty that is neither exposure to water nor total damage, the repair fee is capped at ¥5,000.

Renewal service for exposure to water and total damage

If a customer's au mobile phone cannot be used due to exposure to water, total damage or other incident, the phone is renewed for ¥10,000 !

  • * Renewal means that mechanical parts, outer case and battery pack of an au phone are replaced to rejuvenate it.
  • * Application of the "Renewal service for exposure to water and total damage" is applied based on a determination of "exposure to water and total damage" at a repair site that is specified by KDDI.
Save more with WALLET Points / au Points

Use WALLET Points / au Points to get a discount on repair fees or fees for the replacement mobile phone delivery service! See "Point Program" for more details.

Point Program (in Japanese only)


[Replacement mobile phone delivery service]

  • A member of your family cannot apply for this service as a third-party agent.
  • The delivery address must be within Japan. If a third-party agent applies for the service or the service is in the name of a business, the address is limited to the contract address and billing address.
  • In the event of damage, exposure to water, theft, or loss, apply online. In the event of spontaneous malfunction, apply by phone because it requires a diagnosis.
  • After a mobile phone is collected from a customer, it is repaired, its outer cover is replaced with a new one, and its quality is checked. Then, it is initialized before being provided as a replacement mobile phone (refreshed product).
  • The fee is billed with the monthly usage fee.
  • In the event of theft or loss, an au IC card has to be reissued when using this service. In such a case, the au IC card reissue fee of ¥2,000 (¥100 discount for 4G LTE models) is separately required.
  • In the event of theft or loss, file a report with the police department, fire department or other public agency before contacting KDDI. When a compensation application is filed, you are asked for the name of the agency where the report was filed, as well as the date and file number of the report. Connections to a network from the old mobile phone may be restricted.

[Collect-and-repair services]

  • Damage or malfunction due to a deliberate act, negligence, or alterations (including disassembly and alteration, part replacement, or painting) is not covered by the warranty.
  • 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
      about au mobile services

      157(Toll Free)from au phones

      0077-7-111(Toll Free)

      about Internet services
      Contract / Fee / Billing

      0077-7084(Toll Free)

      Connection setting / failure

      0077-777(Toll Free)