[au mobile phone] I forgot my au ID or password

If you forget your au ID password and are unable to log in, you must first set a new password. No packet communication charge will be incurred. (Only in the case of use inside Japan)

Resetting your password from an au mobile phone

1:Resetting your password from an au mobile phone

1Press the “EZ” button.

2:Resetting your password from an au mobile phone

2Select “トップメニュー・検索 (Top menu and search)” or “au one トップ (au one Top )”/”au ポータル (au portal)”

3:Resetting your password from an au mobile phone

3Select “au ID” at the bottom of the “au ポータル (au portal)” top page.

!Customers enrolled in the Anshin Access Service
Connection Destination Limited Course
    The following portal page will be displayed.
  • Select“au ID”.
  • The page in Step 5 will be displayed. Proceed to Step 5.
6:Resetting your password from an au mobile phone
!Customers who have changed the au Portal top page
  • ① Customers using the “HTML version”
    Select “au ID” at the bottom of the pag ⇒ Proceed to Step 5.
  • ② Customers using “Business EZ”
    1.Select “トップページ切替 (Switch Top Page)” at the bottom of the page.
    2.Select “au ポータル (スタンダード版) (au Portal (Standard version))”.
    3.The screen on the right will be displayed, so please advance following the directions.
  • ①HTML version
    3:Resetting your password from an au mobile phone
  • ②Business EZ
    3:Resetting your password from an au mobile phone
4:Resetting your password from an au mobile phone

4Select “au ID”.

alertPacket communication charge
No packet communication charge will be incurred. (Only in the case of use inside Japan)
5:Resetting your password from an au mobile phone

5Select “au ID 情報 (au ID Information)” and press the center key.

6:Resetting your password from an au mobile phone

5A“暗証番号 (PIN number)” input page will be displayed. Input your PIN.

  • With the input page selected (turned blue), press the center key to confirm.
  • Proceed to Input Step Details of 6-②.
alertPlease take note of the following.
Your PIN (Personal Identification Number) is a 4-digit number chosen when you started your contract. If you do not know your PIN, please check the documents from when you started your contract. If you have forgotten your PIN, please check here.
!Input Step Details

6-② The input screen (with a blinking ■) will be displayed.

6:Resetting your password from an au mobile phone

6-③ Enter your PIN and press the center key to confirm.

  • The numbers entered will be displayed by asterisks as shown below.
  • Press the center key to confirm.
6:Resetting your password from an au mobile phone

6-④ Select the “OK” button.

6:Resetting your password from an au mobile phone

6-⑤ If you enter your PIN incorrectly, “暗証番号が違います。もう一度入力してください。(This PIN is incorrect. Please enter your PIN again.)” will be displayed. Enter your PIN again.

6:Resetting your password from an au mobile phone

6-⑥ The following page will be displayed if you time out.
Select “au ID TOPへ (Go to au ID TOP)”.The page from Step 5 will be displayed, so select “au ID information” again.

6:Resetting your password from an au mobile phone
7:Resetting your password from an au mobile phone

7Select “変更 (Change)” for the au ID password.

8:Resetting your password from an au mobile phone

8If your PIN is requested again, enter your PIN and select “OK”.

9:Resetting your password from an au mobile phone

5Enter your new password in “パスワード (Password)”.

  • With the input page selected (turned blue), press the center key to confirm.
  • Proceed to input step details of 9-②.
!Input Step Details

9-② The input screen (with a blinking ■) will be displayed.

9:Resetting your password from an au mobile phone

9-③ Enter your new password and press the center key to confirm.

  • The numbers entered will be displayed by asterisks as shown below.
  • Press the center key to confirm.
9:Resetting your password from an au mobile phone

9-④ Enter your new password in“パスワード (確認) (Password (confirm) )”.

9:Resetting your password from an au mobile phone

9-⑤ Select “設定 (Settings)”.

9:Resetting your password from an au mobile phone

9-⑥ Error 1. You did not use both alphabetical and numeric characters. Please enter again.

9:Resetting your password from an au mobile phone

9-⑦ Error 2. Your password entries do not match. Please enter again.

9:Resetting your password from an au mobile phone
alertPlease take note of the following.
An error will occur if you enter a series of digits in the format of a date or enter the same number several times in a row.
!Reference
    Your password must be 8 to 32 one-byte letters and numbers in length, limited to the following characters.
  • Available letters → a to z, A to Z
  • Available numbers → 0 to 9
  • Available symbols → “~”, “"”, “!”, “@”, “#”, “$”, “%”, “^”, “&”, “*”, “(“, “)”, “-“, “_”, “+”, “=”
*However, you may be unable to use “&” (ampersand) or “=” (equal sign) in your au ID password on some models.
*You must use both one-byte letters and numbers.
7:Resetting your password from an au mobile phone

10Press “戻る (Return)” to complete your settings.

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      0120-959-472(Toll Free)

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