I forgot my 4-digit PIN and would like to know how to deal with it
Reset via Web
I forgot my 4-digit PIN and would like to know how to deal with it (resetting via Web)
You can reset your 4-digit PIN to a new one on the au ID Membership Information Site [au ID会員情報サイト].
Please see below for detailed instructions.
Important notes
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This page explains how to reset the 4-digit PIN that you set at the time of contract.
Please check the following page for the 4-digit PIN for your au PAY card and au PAY prepaid card.
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If any of the following three conditions apply to you, you will not be able to reset your personal identification number (4-digit PIN) online. Please visit a store to complete the reset procedure.
- You do not know either the current 4-digit PIN or both the au ID and password.
- The mobile line associated with the forgotten 4-digit PIN is under a corporate contract.
- A User Registration has been set up for the line associated with the forgotten 4-digit PIN.
- If you enter the 4-digit PIN incorrectly three times in a row in a single day, the access will be locked and you will not be able to perform any operations until the following day.
Steps
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1
Turn off VPN such as Wi-Fi, iCloud private relay, and security software.
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2
Access the au ID Membership Information Site [au ID会員情報サイト] and log in with your au ID.
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3
Enter your au ID password again and tap on [OK].
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4
Enter the new 4-digit PIN twice, then tap on "Change" [変更].
- You cannot reuse a 4-digit PIN you have set in the past.
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5
The 4-digit PIN reset is now complete.
For your reference
- You cannot set a 4-digit PIN that refers to your date of birth, the last four digits of your phone number, consecutive numbers, repeating numbers, or a combination of only two types of numbers.
Reset at the store
I forgot my 4-digit PIN and would like to know how to deal with it (resetting at the store)
You can reset your 4-digit PIN at a store.
Please have the contract holder (or, for corporate contracts, the representative or an employee) visit the store to complete the procedure.
Even if there is a “User Registration” in place, the contract holder must visit the store to complete the procedure.
Please see below for the items required for the procedure.
Important notes
-
This page explains how to reset the 4-digit PIN that you set at the time of contract.
Please check the following page for the 4-digit PIN for your au PAY card and au PAY prepaid card.
-
If any of the following three conditions apply to you, you will not be able to reset your personal identification number (4-digit PIN) online. Please visit a store to complete the reset procedure.
- You do not know either the current 4-digit PIN or both the au ID and password.
- The mobile line associated with the forgotten 4-digit PIN is under a corporate contract.
- A User Registration has been set up for the line associated with the forgotten 4-digit PIN.
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)
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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.
For your reference
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Please refer to the following page to search for a nearby store.
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