How to file a claim：Repair and Delivery Support
Steps for using the replacement mobile phone
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1
Submit a Claim
File your claim online.
Claim submissions are limited only to persons who have subscribed to Repair and Delivery Support.
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2
Delivery
A replacement mobile phone is delivered to the specified address.
A replacement mobile phone will be delivered on the same day if you submit your application by 12:00 noon in the Kanto, Chubu *1, and Kansai regions, or by 11:00 AM in the Kyushu *2 region. For other areas and application times, in general the replacement will be delivered on the following day.-
Aichi, Mie, Gifu, and Shizuoka prefectures (excepting some areas)
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Fukuoka, Kitakyushu, Saga, Oita, Nagasaki, Miyazaki, Kagoshima, and Kumamoto cities (excepting some areas)
When filing a claim online, you can choose delivery to a convenience store or delivery pickup locker.
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Aichi, Mie, Gifu, and Shizuoka prefectures (excepting some areas)
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3
Various procedures after the replacement handset arrives
Also refer to the "Easy Guide to the Replacement Mobile Phone Delivery Service" that is included in the package with the replacement mobile phone.
If you do not have the guide at hand, check the guidebook below.-
Backup of the old mobile phone
Transfer the address book, photos, LINE, and other data, Osaifu-Keitai balance, and other information from the old mobile phone to the replacement mobile phone.
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Changing the au IC card
Insert the au IC card before turning on the power of the replacement mobile phone. If an au IC card was not included in the box, remove the au IC card from the old mobile phone and insert it into the replacement mobile phone. If an au IC card was included in the box, the customer must complete the service start procedure within 14 days after delivery. Contact the Repair and Delivery Support Center.
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Data transfer
After completing initial setup, return the temporarily uploaded data.
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Deleting data from the old mobile phone
In order to protect your privacy, initialize (reset all) the data on the old mobile phone.
If the mobile phone is returned to KDDI and the data is not erased or cannot be erased due to malfunction, damage, water damage, etc., KDDI will properly erase the data. -
Returning the old mobile phone
Please enclose the old mobile phone in the Yu-Pack for return shipment and drop into any mailbox within 14 days from the date of receipt of the replacement mobile phone. If the old mobile phone is not returned, a penalty of ¥44,000*3 will be charged. If the phone was lost or stolen, return it to a delivery location specified by KDDI once it is found.
You can check the status of your return via the Japan Post's website "Postal Tracking Service". The "Yu-Pack Tracking Inquiry Number" on the Yu-Pack envelope for return shipment is required for confirmation. Please keep this in hand before mailing.
We will also notify you via SMS when your old mobile phone arrives at KDDI. (Limited to customers with au/UQ mobile line subscriptions)
If you have lost the Yu-Pack for return shipment before mailing, please contact the Repair and Delivery Support Center.
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The penalty is ¥154,000 for Galaxy Z Flip3 5G SCG12, Galaxy Z Flip 5G SCG04, and Galaxy Z Flip SCV47. The penalty is ¥220,000 for Galaxy Z Fold3 5G SCG11, Galaxy Z Fold2 5G SCG05, and Galaxy Fold SCV44.
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The penalty is ¥154,000 for Galaxy Z Flip3 5G SCG12, Galaxy Z Flip 5G SCG04, and Galaxy Z Flip SCV47. The penalty is ¥220,000 for Galaxy Z Fold3 5G SCG11, Galaxy Z Fold2 5G SCG05, and Galaxy Fold SCV44.
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Backup of the old mobile phone
Claim submissions are limited only to persons who have subscribed to Repair and Delivery Support.
