I have subscribed to Repair and Delivery Support so what should I do if my au mobile phone malfunctions?
If your au mobile phone malfunctions, contact the Repair and Delivery Support. We will provide the appropriate information for your device (situation).
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If you have any questions regarding the replacement mobile phone delivery service, please contact us at the following:
Repair and Delivery Support Center
0120-925-919
Business hours: 9 a.m. to 8 p.m.
Everyday
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Calls from mobile phones and PHS accepted
Voice Response Menu Guide
The voice guidance will prompt you to select from the numbers below.
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Inquiry on damage/loss/repair
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Lost or Stolen
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Water damage/Submerge
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External damage
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Malfunction with no External damage
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Other inquiries, such as contract cancellation and starting the service
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Procedure to start using the service (Customers who received an au IC card)
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Inquiry other than damage/loss/repair
Flow from receiving to using the replacement mobile phone
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If the mobile phone in your possession is operable, first, back up the data.
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Insert the IC card into the replacement mobile phone, turn on the power, configure the initial settings, and transfer your data.
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After transferring your data, delete all the data that remains in your mobile phone and send it to the Repair and Delivery Support Center.
- Send your mobile phone within 14 days of receiving the replacement mobile phone.
For details, click here to check the Repair and Delivery Support Guidebook.
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