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

<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.

Visit the au Online Shop (in Japanese only)

For customers applying through au Online Shop

Adult 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.

Store Locator
  • 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.
phone

The au mobile phone you are currently using

(Including the au IC card if you are using an IC card-compatible model)
wallet

Required fees

  • 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.

  • 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.
    • 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

    • 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.
    • Application period

      From April 8, 2021 until the end of the application period (yet to be decided)

  • 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.
card

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.
  • 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
(Must be issued by Public Safety Commission. International driver's licenses are not accepted.)

Passport (Japanese)
Supplementary documents are required when presenting a passport without the "Information on Bearer" page (those issued after February 2020).

Physical Disability Certificate or Rehabilitation Certificate or Mental Disability Certificate

Special Permanent Resident Certificate

Residence card
(If there are less than 90 days remaining in the period of stay, a credit card in the name of the person on the contract must be used as the payment method for monthly charges.
If the address is not specified on the front of the card (it is printed on the back of the card after it was issued), one of the supplementary documents listed below is required separately to verify the address.)
+ Foreign passport

Individual Number Card (My Number Card)
(au does not obtain or save your individual number. Individual Number (My Number) Notification Cards are not accepted.)

Basic Resident Register Card
(Only those with a photo are accepted.)

Health insurance card

  • As of June 1, 2023, no longer accepted as an identification document except for "minors under 18 years of age".

(au does not obtain or save your insurer number, insurance code, or insurance ID number.)

Minor

Personal identification document listed above
(Health insurance card + student ID are accepted. If the user is of elementary school age or younger, a health insurance card alone is acceptable.)
+ Parental consent form and filtering service application
(The form must be filled out and stamped by a parent or legal guardian.)
+ Personal identification document of parent or legal guardian
(The same personal identification documents for individuals listed above are accepted. However, a foreign passport is not required for persons with a residence card.)

  • Minors must be accompanied by a parent or legal guardian when applying at the store.
  • If the contract is for a person of elementary school age or younger, the contract will be in the name of the parent or legal guardian.
Parental Consent Form and Filtering Service Application (in Japanese only)

Business

Certified copy of register or seal registration certificate
(Within 3 months of effective date)
+ Personal identification document of person who visits store
(The same personal identification documents for individuals listed above are accepted.)
+ Employee ID or business card

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.).

  • If you bring a utility bill receipt because your current address is different from the address that is listed on your personal identification document, the name on the utility bill must be your name.

Certificate of Residence

The document must show your current address and must have been issued within the past 3 months.

  • A Certificate of Residence cannot be used as a supplementary document when a Basic Resident Register Card is presented as personal identification.

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).
cashcard

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

  • If you have an individual contract and pay your monthly charges by money transfer form, make sure to bring your "cash card", "bank book + seal registered with the bank", or "credit card" in order to change the payment method when changing models.

[Paying by credit card]…Credit card

Credit cards that can be used for au mobile phone or smartphone payments (in Japanese only)

[Paying by bank transfer]…Cash card
or
Bank book + seal registered with the bank

List of eligible financial institutions (in Japanese only)
  • If you bring your cash card to an au Style/au shop, you can easily set up the payment method without having to fill out the bank transfer request form or provide the seal registered with the bank. (Some financial institutions are not eligible for this service.)
  • When completing the procedure with only a cash card, the account holder will need to enter the PIN number.
  • If the contract is in the name of a minor and the minor does not have a cash card (or bank book and seal), it is acceptable to use a cash card (or bank book and seal) in the name of the parent or legal guardian.
  • An additional fee of ¥473 tax included/month is charged when paying by invoice.

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.
  • 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.

0120-959-472 (toll-free)

0120-959-472
(toll-free)

Open: 9:00 – 20:00 *1

*1 For lost or stolen phone, inquiry will be accepted 24 hours.

Digital Guide in other languages

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

  • By phoneOpen 9:00 – 20:00

    • English

      0120-959-472(Toll Free)

    • Portuguese

      0120-959-473(Toll Free)

    • Chinese

      0120-959-476(Toll Free)

    • Korean

      0120-959-478(Toll Free)

    • Tagalog

      0120-933-952(Toll Free)

    • Vietnamese

      0120-933-961(Toll Free)

    • Japanese
      about au mobile services

      157(Toll Free)from au phones

      0077-7-111(Toll Free)

      about Internet services
      Contract / Fee / Billing

      0077-7084(Toll Free)

      Connection setting / failure

      0077-777(Toll Free)

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