I would like to know how to deal in case of unauthorized login to my au ID and unauthorized use of au Easy Payment (payments that I do not recognize)
Please take the following measures: change your au ID password, disable two-step verification on unknown devices, reset your 4-digit PIN code, cancel services linked with au Easy Payment, check your contract and billing address, also your contact email address, and temporarily suspend au PAY.
For details, please refer to the information below.
(1) Change your au ID Password
Please set a password different from the one you have been using, to prevent misuse by third parties.
(2) Disable Two-Step Verification on Unknown Computers or Smartphones
Please access the following page and check if there is any authentication that you do not recognize.
The steps to cancel are as follows.
On the page above, check the box for "Cancel" [解除] next to the device you don't recognize, then select "Deauthorize" [認証解除] → choose "Cancel" [解除]
(3) Reset the 4-Digit PIN code online or at the shop
If someone knows the PIN code of your mobile phone contract, they may be able to reset your au ID password.
Reset the 4-Digit PIN code online or at the shop.
To reset online
You can reset your PIN code on the PIN code Reset Page from the link below.
- Please turn off Wi-Fi before following the instructions.
- You can only set a new PIN code from the au mobile phone you want to reset. (it cannot be set from a computer)
- You cannot set a PIN code that you have used in the past.
- Customers who are registered users cannot change or reset their PIN online. The contract holder must visit the shop in person.
To reset at the shop
Please prepare the following items and visit the store.
For au Customers
- Identity verification document
- au mobile phone (For devices compatible with au IC card, both the device + au IC card)
- Personal seal
For povo1.0 customers
Since there is not support at the shop for povo 1.0 contracts, please contact povo1.0 customer support＞"Questions via Chat" [チャットで質問] and enter "Change PIN number" [暗証番号変更].
(4) Cancel services linked with au Easy Payment that you do not remember using
Access the following page and unlink any services you do not remember using that are linked to your au ID.
The steps to unlink are as follows.
Check the checkbox of the service you want to cancel on the page above and select "Cancel" [解除] → confirm the content and select "Cancel" [解除]
(5) Check whether your Contract and Billing address and contact Email address have changed
Please access the following page and check if your registration information has been changed.
If there is a problem, please correct the information.
Check or Change Address
Check or Change your Contact Email Address
Check or Change your Contact Email Address for au PAY Market
- Please verify this if it is a phishing site related to au PAY Market.
(6) Temporarily suspend au PAY
If you find any payments made using au PAY/au PAY prepaid card that you do not recognize, please suspend au PAY to prevent the damage from spreading.
(7) Uninstall (delete) apps
Please be sure to uninstall (delete) any apps downloaded from phishing sites.
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