Mobile Device Protection Service

Applicable : 2013 summer models and later models

Image of Delivery of a replacement phone
Image of Support for repair fee
Image of Mobile phone data recovery charge discount

Get full compensation for phone trouble. In addition to replacement phone delivery, this service provides great repair fee support.
This service is available with Anshin Pack/Anshin Pack Plus which allows you to simultaneously apply for a combination of DOCOMO services for providing peace of mind at a discount.
For details, check Anshin Pack/Anshin Pack Plus (in Japanese only)

  • Some models are not applicable for this service.
  • Mobile Device Protection & Delivery Service is applicable to 2013 winter models or later models.
    Refer to the Searching Monthly Charge (in Japanese only) to check if this service applies to your device.
  • For some models such as products for which the manufacturer is the distributer, only replacement phone delivery is provided.
  • Application : Required

Before Applying for Compensation Procedure

Repair fees vary depending on circumstances at the time of application. Refer to Proposed Plan for the Event of Malfunction before applying for the compensation procedure.

Proposed Plan for the Event of Malfunction (in Japanese only)

Compensation Procedure

Image of Compensation ProcedureImage of Compensation Procedure

From a PC (My docomo)

24/7 (open all year round)

The procedure can be performed 24/7 (open all year round) from the Internet.The procedure can be performed 24/7 (open all year round) from the Internet.in Japanese only

From docomo Shops

The compensation procedure can be performed directly at a docomo Shop.
Business hours and compensation application acceptance hours differ depending on the shop. Please see the page of the corresponding shop for details.
All shops provide this support service through interpreters, to enable foreign language speaking customers to stop by freely and comfortably.

  • The shop staff calls up an interpreter by phone and the conversation is carried out by passing the phone to and from the customer.
  • Interpreters are available for the four languages of English, Portuguese, Chinese, and Spanish.

docomo Shop

From a phone (Mobile Device Protection & Delivery Service)

open all year round

From DOCOMO mobile phones

15711 (in Japanese only) 15711 (in Japanese only)

9 a.m. to 8 p.m.

  • For after-hours service suspension, call 0120-524-360 (24 hours a day, in Japanese only).
  • Only from a DOCOMO mobile phone or docomo Smartphone.

From landline phones etc.

0120-210-360
(in Japanese only)
0120-210-360
(in Japanese only)

Mobile phone/
PHS OK

9 a.m. to 8 p.m.

  • For after-hours service suspension, call 0120-524-360 (24 hours a day, in Japanese only).
  • The toll-free number may not be accessible from some IP phones.

Notes

  • Delivery of a replacement phone within one or two days may not be possible for some areas such as remote islands or because of factors such as the application timing and delivery conditions.
  • Please apply for compensation within 30 days of the trouble occurring. In case of theft or loss, please apply after suspending service and notifying the police. (DOCOMO may confirm information such as the notification receipt number issued by the police, person who accepted the notification, name of the police station where the notification was accepted, and the date and time.)
  • If the data in the old phone needs to be transferred, transfer the data yourself before sending the phone.
  • The breach of contract fees of Mobile Device Protection Service for a compensation application from September 14, 2016 are as follows.
<Penalty charges>
Mobile Device Protection & Delivery Service ¥40,000
Mobile Device Protection Service (¥330) ¥40,000
Mobile Device Protection Service (¥380/¥500) ¥60,000
Mobile Device Protection Service for iPhone & iPad ¥80,000

Application Conditions

  • Application must be made within 14 days of purchase, including the day you purchased the applicable FOMA or Xi "crossy" phone *1
  • Applicable mobile phones must not already be sustaining trouble at the time of application
  1. Phones given or leased by a party other than DOCOMO (or a DOCOMO retailer), and phones that have been found are not applicable.

Monthly Charge

Monthly Charge
Applicable models Monthly charges
docomo with applicable devices (except for iPhone and iPad) and sp-mode Feature Phones of November 2017 models and later models *2 *3 ¥330
Smartphones and tablets of 2014 winter models and later models *2 ¥500
Models other than the above *2 ¥380
  1. The monthly charge for your current mobile phone can be viewed at the Searching Monthly Charge (in Japanese only) page.
  2. Excludes new color variations for docomo with applicable models older than November 2017 models.

Searching Monthly Charge (in Japanese only)

No monthly charge for 31 days

No monthly charge for 31 days from date of the first application.

  • The application of this special bonus is limited to once per line upon first subscription to either Mobile Device Protection Service or Mobile Device Protection Service for iPhone & iPad.
  • The special bonus applies to FOMA Value Plan subscribers/Xi subscribers upon first subscription to Mobile Phone Protection & Delivery Service or Mobile Phone Protection Service or first change between Mobile Phone Protection & Delivery Service and Mobile Phone Protection Service, or when the ¥300 monthly charge for Mobile Phone Protection & Delivery Service is changed to the current monthly charge.

Service Details

Delivery of a replacement phone

This service covers you against various kinds of trouble including water exposure, damage, and loss. If trouble occurs, we will deliver a replacement phone (refurbished product *4) to you within a day or two of an application for compensation.

  1. Refurbished products are handsets collected from customers that have been repaired, had their covers replaced, and undergone quality checks, and then reset to the same state as a new product.

Subscriber's expenses for having replacement phone delivered

Subscriber's expenses for having replacement phone delivered
Applicable plans Subscriber's expenses Number of times service used
Subscriber with monthly charge of ¥330 Uniform charge of ¥5,000 Up to twice a year Up to twice a year
Subscriber with monthly charge of ¥500 Uniform charge of ¥7,500 Up to twice a year
Subscriber with monthly charge of ¥380 First time:¥5,000
Second time:¥8,000
Up to twice a year

Repair fee support

Image of Repair fee support

Support is provided for the repair fee when a model that has malfunctioned is repaired by DOCOMO.

  • Not applicable to phones that have been exposed to water, damaged beyond repair (deformation/damage of circuit board), modified (including software modifications), or repaired at a location other than a repair counter specified by DOCOMO.
  • Repairs may not be possible depending on the model or part that has malfunctioned or because of insufficient repair parts or other factors.
  • Repairs only apply to the phone. The rear cover and other accessories must be repurchased.
  • Some models such as products for which the manufacturer is the distributer are not applicable to this service.

Repair fee support amounts

Repair fee support amounts
Applicable plans Malfunction covered by warranty When malfunction not covered by warranty
Subscriber with monthly charge of ¥330 Free (while repairs possible) Upper limit of ¥3,000 (while repairs possible) Free (while repairs possible) Upper limit of ¥3,000 (while repairs possible)
Subscriber with monthly charge of ¥500 Free (while repairs possible) Upper limit of ¥3,000 (while repairs possible)
Subscriber with monthly charge of ¥380 Free (while repairs possible) Upper limit of ¥3,000 (while repairs possible)

Mobile phone data recovery charge discount

Image of Mobile phone data recovery charge discount

Get a discount on the Handset Data Recovery Service charge for recovering your Phonebook and other data from a phone from which data can no longer be exported because of water exposure, damage, etc.

Mobile phone data recovery charge discount
Applicable plans Data recovery charge discount
Subscriber with monthly charge of ¥330 Normal charge: ¥8,000→¥1,000 (¥8,000 if not subscribed) Normal charge: ¥8,000→¥1,000 (¥8,000 if not subscribed)
Subscriber with monthly charge of ¥500 Normal charge: ¥8,000→¥1,000 (¥8,000 if not subscribed)
Subscriber with monthly charge of ¥380 Normal charge: ¥8,000→¥2,000 (¥8,000 if not subscribed)

Service Subscription Application Procedure

You can apply by i-mode, phone, or at a docomo Shop

  • You can apply for this service at a docomo Shop or other retailer only on the day the phone subject to protection is purchased.
  • To apply for this service on a day other than the day the phone subject to protection was purchased, apply via (docomo Online Application) (i-mode only) or by calling the docomo Information Center from the phone subject to protection.

docomo Shops

All shops provide this support service through interpreters, to enable foreign language speaking customers to stop by freely and comfortably.
Business hours differ by shop. See the pages of individual shops for details.

Business hours :
Within the business hours of the corresponding shop

Phone

  • To apply from a DOCOMO mobile phone, call 151 (toll free, in Japanese only) without an area code.
  • For inquiries in English, Portuguese, Chinese, and Spanish, and applications from landline phones, see General Inquiries (docomo Information Center).
  • When using a smartphone, apply from the smartphone that will become applicable for compensation.
Business hours :
9 a.m. to 8 p.m.

docomo Feature Phone
(i-mode)

You can apply from (docomo Online Application).

  • When accessing from a docomo Feature Phone (i-mode), a Network PIN is required.
  • Apply from the mobile phone that will become applicable for compensation.
  • Use may not be possible depending on your subscription details.
  • For details on applying, check About (docomo Online Application) for i-mode Version.
  • Operation procedures on the actual screens are in Japanese.
Business hours :
24 hours *5
  1. Unavailable from 10:30 p.m. every Tuesday to 7:00 a.m. the following morning due to system maintenance.

For Customers with FOMA devices Subscriptions

You may be encouraged to change your subscription to Xi when switching devices at Mobile Device Protection & Delivery Service Center.

For Customers Considering to Apply for Compensation

Depending on the model you use, the same model may not be able to be provided.
From compensation accepted on or after December 15, 2017, the monthly charge after replacement may be a charge in accordance with the model after replacement regardless of the model and monthly charge before replacement. Consequently, please note that the monthly charge may become higher than before compensation was accepted.
The monthly charge for each model can be checked from Searching Monthly Charge (in Japanese only).

Notes Concerning Canceling Mobile Device Protection Service

  1. You will not be able to reapply for this service until your next device purchase.
  2. You will no longer be able to receive a replacement phone.
    You will need to purchase a new device in the event of a total loss.
  3. You will no longer be able to receive Repair Fee Support (a service that limits your repair fees to a maximum of ¥3,000).
    Depending on the extent of the damage, repair fees may be costly.
  4. You will no longer be able to receive a discount for the Handset Data Recovery Service.
    If you are unable to retrieve data from your damaged phone, you will no longer be able to receive a discount when requesting data retrieval to the docomo Recovery Center.

  • Check the service conditions in the New windowTerms of Use (in Japanese only).
  • Unless otherwise specified, all indicated amounts exclude tax.
  • Apple, the Apple Logo, Apple Watch, iPad, iPhone are trademarks of Apple Inc., registered in the U.S. and other countries. The iPhone trademark is used under license from AiPhone Co., Ltd. App Store, AppleCare, iCloud are service marks of Apple Inc., registered in the U.S. and other countries. TM and © 2019 Apple Inc. All rights reserved.
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