The au mobile phone you are currently using
(Including the au IC card if you are using an IC card-compatible model)
Items to prepare for Model changes
When signing up for a new contract, have the items required for the application ready.
Notes on changing models-
Before purchasing a new device, you need to transfer the data from your current device.
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Before using the Upgrade Program or Trade-in Program, watch the video that explains important information about the program benefits.
<If you are using the "Electronic Certificate Function for Smartphones" for your My Number Card>
If you are currently using an electronic certificate for smartphones on your device, you will have to go through the cancellation procedure (this procedure involves the deletion of the electronic certificate data) before you switch over to a new phone. Before initializing your device, please go through the necessary procedure, which you can access from your personal page on the Mynaportal app.
If you have any questions about the electronic certificate for smartphones, please call the My Number General Information Desk toll-free at 0120-95-0178 on weekdays from 9:30 a.m. to 8:00 p.m. or on weekends and holidays from 9:30 a.m. to 5:30 p.m.
Applying through the au Online Shop
Check below for details on how to apply through the au Online Shop. However, note that business customers and subscribers who are minors cannot apply through the au Online Shop and should instead apply at the nearest store carrying au products.
For customers applying through au Online ShopAdult subscribers can apply through the au Online Shop.
The available payment methods are as follows.
For payment in installments: Pay together with au communication service charge payments
For lump payment: Credit card
Applying at au Style/au shop
Applications for model changes are accepted at any au Style/au shop or store carrying au products. The person whose name will appear on the contract must be present at the store when signing up.
Elderly customers are requested to come with a family member whenever possible.
If you come alone, you may be asked to call a family member from the store for verification.
Ensure a smooth and efficient visit!
Make a reservation to visit an au Style/au shop
Use the "Shop Reservation" feature to set the date and time of your visit in advance.
- For au Style/au shop only (with some exceptions).
- Shop reservation can be made for the following or a later day.
- You might have to wait a little while for your appointment, depending on the circumstances at the shop.
Items required for application
Required fees
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Processing fee
(See the Fees when changing models below.)
- Payment for the phone and other purchased items
- The prices of au phones and optional products vary at stores carrying au products. For details on prices and availability, check with the store that you plan to visit.
Fees when changing models
A payment of ¥3,850 is are required for changing models.
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The fee is waived for customers with a contract for a 4G LTE router price plan who transfer to a contract for a 5G router price plan during the application period.
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Eligible customers
Customers using one of the following 4G LTE router price plans:
Mobile Router Plan, Home Router Plan, WiMAX 2+ Flat for DATA, WiMAX 2+ Flat for DATA EX, or WiMAX 2+ Flat for HOME
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Eligible price plans after change
Mobile Router Plan 5G, Home Router Plan 5G, and Router Flat Plan 80 (5G)
- The contract needs to be transferred by purchasing a compatible model or bringing it in to a shop.
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Application period
From April 8, 2021 until the end of the application period (yet to be decided)
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Eligible customers
- Applications for changing models between a data single device and a smartphones or feature phone are no longer accepted as of June 1, 2022.
- The fee amount will be added to your phone bill for the following month.
- If you change your model at the same time you switch from UQ mobile or povo to au, it will be handled in the same way as a model change for au customers.
- If an IC card needs to be changed (reissued) due to theft, loss or damage, a fee of ¥3,850 will be added to your phone for the following month.
Identification documents for subscriber
Make sure to bring the original documents.
(Driver's license, passport, etc.)
- The personal identification document must include your name, date of birth, and current address, and it must be valid and within the expiry date.
- You may be asked to present additional personal identification documents even if you present one of the personal identification documents below.
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If the name on the new contract is different from that of the user, such as when a child applies to use an au mobile phone under the name of a parent, check the link below for details.
- For customers without Japanese nationality who have a limited period of stay in Japan, a document verifying your period of stay and a credit card are required when applying for the Personal Credit Agreement. If the period of stay is shorter than the installment payment period, you may not be able to apply for the Personal Credit Agreement.
Subscriber | Identification documents for subscriber |
| Individual | Driver's license |
Passport (Japanese) | |
Physical Disability Certificate or Rehabilitation Certificate or Mental Disability Certificate | |
Special Permanent Resident Certificate | |
Residence card | |
Individual Number Card (My Number Card) | |
Basic Resident Register Card | |
Health insurance card
(au does not obtain or save your insurer number, insurance code, or insurance ID number.) | |
Minor | Personal identification document listed above
|
Business | Certified copy of register or seal registration certificate |
Supplementary documents
Have one of the supplementary documents listed below ready to present along with the required personal identification documents in the following cases:
- When your current address is different from the address listed on your personal identification document.
- When a Basic Resident Register Card or health insurance card is presented and the monthly charges are paid by a means other than a credit card in the name of the contract holder.
Supplementary documents | Notes |
Utility bill receipt | The receipt must show your current address and must have been issued within the past 3 months (electricity, gas, water, etc.).
|
Certificate of Residence | The document must show your current address and must have been issued within the past 3 months.
|
Student ID | The ID must show your name and date of birth, and it must be valid and within the expiry date (only accepted in the case of a contract for a minor). |
Items required when setting up the payment method for monthly charges
(Credit card, cash card, etc.)
| Subscriber | Items required when setting up the payment method for monthly charges |
Individual |
[Paying by credit card]…Credit card [Paying by bank transfer]…Cash card
|
Customers who purchase 5G-compatible SIM-free iPhone 12, iPhone 12 Pro, or Google Pixel 5
The SIM card for your current 4G LTE contract cannot be used. The procedure for changing to a 5G contract is required when changing models. In addition, whether or not the SIM card is replaced depends on where the procedure is performed. See the details below.
- A processing fee of ¥3,850 will be charged whether the procedure is performed at a shop or through the Customer Service Center.
<When changing models in person at a shop>
- The SIM card is replaced.
- Campaigns such as the Smartphone Support Discount III apply if the model change procedure is performed at a shop and you meet the applicable conditions.
<When changing models by phone through the Customer Service Center>
- The SIM card is not replaced.
- It may take some time to complete the procedure when performed through the Customer Service Center. If you are in a hurry, it is recommended that you visit a shop to perform the procedure.
- The SIM card replacement procedure must be performed at an au Style/au shop if you are using an iPhone 7, iPhone SE (1st generation) or earlier model, or an Android device that is not compatible with au VoLTE.
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Phone number of Customer Service Center (available 365 days a year (9:00 AM to 8:00 PM))
From au mobile phone: 157
From general telephone: 0077-7-111 - Information as of October 22, 2020.
Inquiries about au mobile services
Inquiries by Phone
Select your language.
Open: 9:00 – 20:00 *1
*1 For lost or stolen phone, inquiry will be accepted 24 hours.
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