【au ID - What to do in case of unauthorized use】There are unknown transactions on au Easy Payment. What should I do?

Please take the following actions:

Also, if you have downloaded any app from phishing sites, please make sure to delete them.

If unauthorized use of your au ID is detected, you may receive the following SMS from us.

Change the password of your au ID

To prevent misuse by third parties, please set a password different from the one you have been using.

Remove suspicious two-step verification (such as login permission from a computer)

Please access the following page and check if there are any unauthorized logins or activities.

The procedure for removal is as follows:

On the above-mentioned page, please check "Remove" [解除] for the unknown devices, and then select "Remove Authentication" [認証解除].
Select "Remove" [解除する]. The removal is now completed.

Change your 4-digit PIN code

If your PIN code associated with your contract is known, there is a risk the password of your au ID may be reset.

Please change to a new number immediately via web or au Style/au shop.

Change it via web
You can reset your PIN code on the PIN code Reset Page from the link below.

To access the PIN code Reset Page, click here
Please turn off Wi-Fi before following the instructions

You can only set a new PIN code from the au mobile phone you want to reset (you cannot set it from a computer)

You cannot set a PIN code that you have used in the past

Customers with a registered user on the contract or with a corporate contract the procedure for changing/reset the PIN code cannot be done on the web. The contract holder must visit au Style/au shop in person.
If you cannot change on the web (due to a registered user on the contract, or corporate contract customer)
＜For au and UQ mobile (5G compatible plan) customers＞
Please bring the following items and make sure the contract holder (for corporate contract, the representative or employee) come the shop in person.
What to bring for personal contracts

Identity verification document

For details on the acceptable documents, please see here
(in Japanese only)

Supporting documents will be required for Japanese passports issued after February 2020 as they do not have address registration.

au mobile phone device (For devices compatible with au IC card, both the device and the IC card)

Personal seal

What to bring for corporate contracts

Documents that can prove the employee status

For details on the acceptable documents, please see here
(in Japanese only)

au mobile phone device (For devices compatible with au IC card, both the device and the IC card)

Corporate seal
＜For povo1.0 contract customers＞
Since we cannot support povo 1.0 contract at au shop, etc., please contact povo1.0 Customer Support＞"Chat Questions" [チャットで質問] and enter "Change PIN" [暗証番号変更].

for povo1.0 Customer Support
Click here
(in Japanese only)

Disconnect services linked to au Easy Payment that you do not recognize

Please access the page below and disconnect any services you do not recognize that are linked to your au ID.

The procedure for removal is as follows:

On the above-mentioned page, please check "Remove" [解除] for the service you want to remove.
Confirm the details and select "Remove" [解除する]. The removal is now completed.

Verify your contract/billing address and contact email address

Please access the pages below to ensure that your registered information has not been altered.
If there is a problem, please correct the information.

Address Verification/Change

If you are currently subscribed to au or UQ mobile (Plan Carryover Data +5G), click here

If you are currently subscribed to other UQ mobile plan, click here

If you are not subscribed to au nor UQ mobile, click here
For au ID Contact Email Address Verification/Change, click here
For au PAY Market Contact Email Address Verification/Change, click here
Please check ③ if it was a phishing site related to au PAY Market

Suspend temporarily au PAY【if there are au PAY unknown transactions】

If there are transactions that you do not recognize with au PAY/au PAY Prepaid Card, please suspend temporarily your au PAY to prevent further damage.

Reference: Uninstalling (deleting) apps

Please be sure to delete any apps you have downloaded from a phishing site.

If there are transactions that you do not recognize with au Easy Payment or au PAY, please contact us below:

For au Customer Center
click here

UQ mobile Customer Center
click here

Business hours
au: from 9:00 to 20:00 (open all year round)

UQ: from 10:00 to 19:00 (open all year round)

Check the usage status of au Easy Payment here (in Japanese only)
Check the usage history of au PAY here

Has your problem been solved?

All of the indicated amounts exclude tax unless otherwise specified.