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 Center. 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, check the Repair and Delivery Support Guidebook below. Click the link below if you do not have the guidebook.
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