Mobile Device Protection & Delivery Service

Applicable : 2013 summer models and earlier models

Delivery of a replacement phone

A replacement phone will be delivered to you within one or two days from the date of application in the event of trouble with your phone.

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 summer models or earlier models.
    Refer to the Searching Monthly Charge (in Japanese only) to check if this service applies to your device.
  • 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

Imgae of Compensation ProcedureImgae 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 ¥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

¥280 or ¥380

  • The monthly charge is specified by DOCOMO depending on the model.

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

Users of 2013 summer models or earlier models can use Repair Fee Support regardless of whether or not they have a Mobile Device Protection & Delivery Service subscription.

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 *2) 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

First time : ¥5,000, Second time : ¥8,000

  • This service can be used up to twice a year, with the day on which the service is first used (an application is made for compensation) counting as the initial date of use.
  • The subscriber's expenses will be billed together with the usage charges for the FOMA, Xi "crossy", and other services.

Special Bonus for Continuing Subscription

Image of Special Bonus for Continuing Subscription

When you change models, you will receive a present of d POINTs if you have continued to be subscribed to this service with the same model for two years or more*3 and have not used the service (not received compensation).*4

  1. Not qualified if the phone applicable for compensation has been replaced within the last two years as a result of changing models.
  2. d POINTs can be applied to the phone purchase cost when you change models.

Customers who subscribed to this service on or before October 31, 2012 (customers who subscribed before the change in the special bonus for continuing subscription)

Customers who subscribed to this service on or before October 31, 2012 (customers who subscribed before the change in the special bonus for continuing subscription)
Date of changing models d POINT
Before October 31, 2014 Present of 2,000 points
After November 1, 2014 Present of 1,000 points

Customers who subscribed to this service on or after November 1, 2012 (customers who subscribed after the change in the special bonus for continuing subscription)

Customers who subscribed to this service on or after November 1, 2012 (customers who subscribed after the change in the special bonus for continuing subscription)
Date of changing models d POINT
After November 1, 2014 Present of 1,000 points

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.
  • For details on applying, check About (docomo Online Application) for i-mode Version.
  • Apply from the mobile phone that will become applicable for compensation.
  • Use may not be possible depending on your subscription details.
  • 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 Who Subscribe for the Monthly Charge of ¥300

Use of this service for the monthly charge of ¥300 per month, etc. was scheduled to end on March 31, 2014, and the monthly charge of ¥380 or ¥280 depending on your model was scheduled to be applied from the following day, but provision of the service for the monthly charge of ¥300 was continued. With regard to the end date for provision of this service for the monthly charge of ¥300, DOCOMO will make a decision based on customers' usage and notify you in the future.

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).

Terms of Use

Check the service conditions in theNew windowTerms of Use (in Japanese only).

Mobile Device Protection & Delivery Service Terms of Use has been integrated with the Mobile Device Protection Service Terms of Use as of October 1 (Monday), 2018. As a result, the Mobile Device Protection Service Terms of Use will apply of the use of the Mobile Device Protection & Delivery Service from this integration date.

Notes concerning canceling Mobile Device Protection & Delivery Service

You will no longer be able to receive a replacement phone.
In the event of a total loss, you will need to purchase a new device, and in some cases, you may need to sign a new installment contract.


  • 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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