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).

★If you have any questions regarding the replacement mobile phone delivery service, please contact us at the following:

Repair and Delivery Support Center

Free Call0120-925-919
Business hours: 9 a.m. to 8 p.m.
Everyday

*Calls from mobile phones and PHS accepted

Voice Response Menu Guide

The voice guidance will prompt you to select from the numbers below.

  • Inquiry on damage/loss/repair
    1Lost or Stolen
    2Water damage/Submerge
    3External damage
    4Malfunction with no External damage
    5Other inquiries, such as contract cancellation and starting the service
  • Procedure to start using the service (Customers who received an au IC card)
  • Inquiry other than damage/loss/repair

Flow from receiving to using the replacement mobile phone

  • (1)If the mobile phone in your possession is operable, first, back up the data.
  • (2)Insert the IC card into the replacement mobile phone, turn on the power, configure the initial settings, and transfer your data.
  • (3)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.

▼English version

Other FAQ

Looking for a “Pay as You Go‘” (prepaid phone)?

I received an orange card with “au WALLET” written on it. What is it?

What is au Wallet points?

How to use my au Wallet points?

Do you have a customer center that offers service in foreign languages?

Learn about why people in Japan choose au, one of the reasons that au is the carrier with the highest customer satisfaction rate

  • 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

      157(Toll Free)from au phones

      0077-7-111(Toll Free)

  • By e-mailSend e-mail

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