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      0120-959-472(Toll Free)

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I forgot my 4-digit PIN code

I would like to reset the 4-digit PIN code I entered when signing up the contract (i do not know my current PIN code)

You can reset your 4-digit PIN code to a new one either online or at a store.

Please see below for detailed steps.

Important notes

  • If any of the following three conditions apply to you, you will not be able to reset your PIN code online. Please choose to either reset to a new number at a store or request your current number by mail.
    1. You do not know either the current PIN code nor the au ID and au ID password
    2. The line for which you forgot your PIN code is a corporate contract
    3. The line for which you forgot your PIN code has a registered user
  • If you enter the PIN code incorrectly three times in a row in a single day, the device will be locked, and you will not be able to operate it. The lock will be lifted the following day.

Resetting online (if you know your au ID)

Please have the smartphone or mobile phone for which you want to reset the PIN code ready, turn off Wi-Fi, and then proceed to reset it on the following page.

Click here for the PIN code reset page
  • You can only reset your PIN code from the au mobile phone you wish to reset. It cannot be reset from a PC.
  • Please turn off the Wi-Fi before doing the procedure.
  • PIN code that was set in the past cannot be set again.

Resetting at au Style/au shop (i do not know my au ID)

After making a reservation, please make sure that the contract holder (or the representative or employee in the case of a corporation) comes to the shop with the following items.

The contract holder must do the procedure at the shop in person, even in case of a user is registered.

Required items(For personal contract)

Required Items (For corporate contract)

The difference between PIN code and au ID password

  • PIN code: A 4-digit number set by the customer when signing up for a new contract for a smartphone or tablet, and others.
  • au ID: The default au ID is the phone number.
  • au ID password: Set by the customer during the initial setup. It is set with a mix of eight or more alphanumeric characters (symbols allowed). (Example: 1234abcd)

I would like to know how to check the 4-digit PIN code I entered when signing up contract

We will send a document stating the current PIN code to your contract address via registered mail.

Please contact the Customer Center yourself by providing your phone number from the smartphone or mobile phone for which you wish to inquire about your PIN code.

Important notes

  • The PIN code is your confidential information. The Customer Center cannot inform over the phone. If you know your au ID, we recommend resetting it online. Please check the above section on 4-digit PIN Reset.
  • When making an inquiry you will be asked for your PIN code, but please wait without entering it.
  • If your caller ID is not displayed, you will not be able to inquire about the PIN code. Please notify your mobile phone number by adding 186 before the phone number below and then call us.

Inquiries

For KDDI Customer Center
click here
For UQ mobile Customer Center
click here

Business hours
au: from 9:00 a.m. to 8:00 p.m. (open all year round) 

UQ: from 10:00 a.m. to 7:00 p.m. (open all year round)

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  • All of the indicated amounts exclude tax unless otherwise specified.
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