I forgot my 4-digit PIN code and would like to know how to deal with it
Reset via Web
I forgot my 4-digit PIN code and would like to know how to deal with it (resetting via Web)
You can reset your PIN code to a new one on the au ID Membership Information Site.
Please see below for detailed steps.
Important notes
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If any of the following three conditions apply, you will not be able to reset your PIN code through My au (Web). Please reset your new number at the store.
- You do not know either the current PIN code or both the au ID and password
- The line for which you forgot your PIN code is under a corporate contract
- The line for which you forgot your PIN code has a registered user assigned
- If you enter the PIN code incorrectly three times in a row in a single day, the device will be locked, and you will not be able to operate it. The lock will be lifted the following day.
Steps
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1
Access the au ID Membership Information Site and log in with your au ID.
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2
Re-enter your au ID password and tap on [OK].
- Procedures cannot be completed while connected to Wi-Fi. Please turn off Wi-Fi before proceeding.
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3
Enter the new PIN code you wish to set twice, then tap on "Change" [変更].
- You cannot use a PIN code that you have previously used.
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4
The PIN code has been successfully reset.
Reset at the store
I forgot my 4-digit PIN code and would like to know how to deal with it (resetting at the store)
After making a reservation, the contract holder (or, for corporate customers, the representative or an employee) must visit the store in person and bring the required items listed below.
Even if there is a "Registered User", the contract holder must visit in person to complete the procedure.
Important notes
-
If any of the following three conditions apply, you will not be able to reset your PIN code through My au (Web). Please reset your new number at the store.
- You do not know either the current PIN code or both the au ID and password
- The line for which you forgot your PIN code is under a corporate contract
- The line for which you forgot your PIN code has a registered user assigned
Required Documents (for Individual Contracts)
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Identification documents for the contract holder
Please refer to the following for details on the specific documents required.
- Since Japanese passports issued after February 2020 do not include the address of residence, additional supporting documents are required.
- au mobile phone (mobile phone + au IC card, if it is an au IC card compatible device)
- Your personal seal
Required Documents (for Corporate Contracts)
-
Identification documents for the employee
Please refer to the following for details on the specific documents required.
- au mobile phone (mobile phone + au IC card, if it is an au IC card compatible device)
- Corporate seal
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