How to apply:Repair and Delivery Support

Steps for using the replacement mobile phone



Apply online or by phone.



We will deliver a replacement mobile phone to your specified address.
If you apply by 12 noon in the Kanto/Kansai area, we will deliver the replacement handset on the day of the application. In other areas/time slots, we will deliver the next day in principle.
When applying on the web, you can choose delivery to a convenience store or delivery pickup locker.


Various procedures after the replacement handset arrives

1.Backing up the old handset

Please transfer data, such as your address book, photos, LINE, as well as Osaifu-Keitai balance, from the old handset to the replacement handset.

2.Replacing the au IC card

Please insert the au IC card before switching on the power of the replacement handset.
For customers who do not have an au IC card in their package, please remove the au IC card from the old handset and insert it in the replacement handset.
For customers who have an au IC card in their package, it is necessary to activate the service within 14 days from the arrival of the package. Please contact the loss and malfunction support center.

3.Data transfer

Please restore the data stored in the cloud service after making the initial settings.

4.Deleting data on the old handset

To protect your privacy, please initialize (reset all) data in the old handset.

5.Returning the old handset

Please return the old handset to us within 14 days of receiving the replacement handset.
In the event that you cannot return the old handset, you will be charged a penalty of ¥40,000(¥44,000 tax included).
If your old handset was lost or stolen but is later recovered, please send it back to the address specified by KDDI.

What to do when you receive a replacement handset (333KB)PDF

  • 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)