Loss or Theft

What should I do if my phone is lost/stolen?

In case of loss or theft, follow the step below.

Step 1: Stop the service to avoid misuse

Call au Customer Center to stop the service.

09:00 – 20:00 Toll Free

English 0120-959-472
Portuguese 0120-959-473
Chinese 0120-959-476
Korean 0120-959-478
Tagalog 0120-933-952
Vietnamese 0120-933-961

Step 2： If you can't find your device…

In case you cannot find your device, visit near by au shop / au Style for a replacement (device fee required). Your phone number and contract contents can be carried over.

Click here if you are subscribed to Repair and Delivery Support.

I have subscribed to Repair and Delivery Support so what should I do if my au mobile phone malfunctions?

Step 3： If you find your device...

If you are lucky to find your device, call au customer center to reactivate the service.

09:00 – 20:00 Toll Free

English 0120-959-472
Portuguese 0120-959-473
Chinese 0120-959-476
Korean 0120-959-478
Tagalog 0120-933-952
Vietnamese 0120-933-961

  • By phoneOpen 9:00 – 20:00

    • English

      0120-959-472(Toll Free)

    • Portuguese

      0120-959-473(Toll Free)

    • Chinese

      0120-959-476(Toll Free)

    • Korean

      0120-959-478(Toll Free)

    • Tagalog

      0120-933-952(Toll Free)

    • Vietnamese

      0120-933-961(Toll Free)

    • Japanese
      about au mobile services

      157(Toll Free)from au phones

      0077-7-111(Toll Free)

      about Internet services
      Contract / Fee / Billing

      0077-7084(Toll Free)

      Connection setting / failure

      0077-777(Toll Free)

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