Mobile Device Protection Service

Image of Mobile Device Protection ServiceImage of Mobile Device Protection Service

Applicable: Customers who applied for the service on or after Saturday, June 1, 2019

A different service is offered depending on the model for customers who applied for Mobile Device Protection Service on or before Friday, May 31, 2019.
To check the monthly charge and compensation details, go to the appropriate service page in About Mobile Device Protection Service.

This service covers any issue experienced with smartphones and tablets, including damage, water exposure, theft, and loss.
If an issue occurs, a replacement phone is offered as soon as possible. It also offers support for the fees charged when a defective device is repaired or data is recovered by DOCOMO.

  • Application : Required

    Monthly charge : ¥330~¥1,000*1
    No monthly charge for up to 31 days from date of the first application*2.

My docomo Compensation (Delivery of a Replacement Phone) Application pageMy docomo Compensation (Delivery of a Replacement Phone) Application pagein Japanese onlyNew window My docomo Compensation (Delivery of a Replacement Phone) Application pageNew windowin Japanese only
  • If you apply for delivery via My docomo, you will get a 10% discount on the subscriber's expenses.
  • The procedure can be performed 24/7 (open all year round) from the Internet.
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  • Service Subscription Application Procedure

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    To receive compensation for issues, you need to apply for the service on the day you purchase the device subject to protection.

    Application conditions

    • Application must be made within 14 days of purchase, including the day you purchased the applicable models*3.
    • Applicable models 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.

    Service counters for application procedure

    You can apply at a docomo Shop, from docomo Online Shop, or by phone.

    docomo Shops

    Business hours differ by shop. See the pages of individual shops for details.

    Business hours :
    Within the business hours of the corresponding shop

    PC,
    smartphone,
    docomo Feature Phone
    (sp-mode)

    You can apply for the service at the docomo Online Shop when purchasing a device.

    Business hours :
    24 hours *4

    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).
    Business hours :
    9 a.m. to 8 p.m.
    1. Unavailable from 10:30 p.m. every Tuesday to 7:00 a.m. the following morning due to system maintenance.
  • Monthly Charge

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    The monthly charge is specified by DOCOMO depending on the model.
    The monthly charge for each model can be checked from Searching Monthly Charge (in Japanese only).

    For customers with smartphones or tablets subscriptions
    For customers with smartphones or tablets subscriptions
    Monthly charge ¥500
    ¥750
    ¥1,000
    For customers with docomo Feature Phones subscriptions
    For customers with docomo Feature Phones subscriptions
    Monthly charge ¥330

    No monthly charge for up to 31 days

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

  • Phone Replacement in Case of Trouble

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    This service covers you against various kinds of trouble including water exposure, damage, and loss. You can use the service up to twice a year.
    If trouble occurs, we will offer a replacement phone (refurbished product) to you within two days from when the application was made.
    Starting Tuesday, September 3, 2019, the device can also be replaced at shops.

    Subscriber's expenses when using phone replacement

    For customers with smartphones or tablets subscriptions
    For customers with smartphones or tablets subscriptions
    The monthly charge of ¥500 ¥7,500
    The monthly charge of ¥750 ¥11,000
    The monthly charge of ¥1,000 ¥11,000
    For customers with docomo Feature Phones subscriptions
    For customers with docomo Feature Phones subscriptions
    The monthly charge of ¥330 ¥5,000

    NEWService benefits

    1. WEB Wari
      If you apply for delivery of a replacement phone via My docomo, you will get a 10% discount on the subscriber's expenses.
    2. Express Delivery
      A replacement phone will be delivered within four hours after the completion of the service application to Tokyo's 23 wards and Osaka-shi, Osaka. This option costs you an additional shipping fee of ¥3,000.
    3. Shop Replacement
      If you find a shop that has your model in stock in Replacement Phone Available Shops (in Japanese only), you can get a replacement phone on the day you visit the shop.

    For details on the Replacement Phone Delivery and Shop Replacement services, see Offering a Replacement Phone.

    Offering a Replacement Phone

    How to apply

    You can apply from My docomo, at a docomo Shop, or by phone.

    My docomo

    24/7 (open all year round)

    If an issue occurs, 1. Apply for compensation via My docomo. 2. DOCOMO delivers a replacement phone (refurbished product) to you! 3. When the replacement phone arrives, send the old phone to DOCOMO.If an issue occurs, 1. Apply for compensation via My docomo. 2. DOCOMO delivers a replacement phone (refurbished product) to you! 3. When the replacement phone arrives, send the old phone to DOCOMO.
    Compensation (Delivery of a Replacement Phone) Application pageMy docomo Compensation (Delivery of a Replacement Phone) Application pageNew windowCompensation (Delivery of a Replacement Phone) Application pageNew window
    • If you apply for delivery via My docomo, you will get a 10% discount on the subscriber's expenses.

    docomo Shop

    The compensation procedure can be performed directly at a docomo Shop.

    If you find a shop that has your model in stock in Replacement Phone Available Shops, (in Japanese only) you can get a replacement phone on the day you visit the shop.
    For details on Shop Replacement, see Offering a Replacement Phone.

    Business hours and compensation application acceptance hours differ depending on the shop. Please see the page of the corresponding shop for details.

    Phone

    open all year round

    You can apply for compensation (delivery of a replacement phone) at the Mobile Device Protection Service Center.

    • You cannot apply for Shop Replacement by phone.

    Mobile Device Protection Service Center

  • Repair Fee Support in the Event of Trouble

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    Support is offered for the repair fee when a model that has malfunctioned is repaired by DOCOMO.
    In addition to the manufacturer's warranty period of one year, DOCOMO offers a warranty from the second year until repair acceptance has been completed.

    • 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 iPhone, iPad, and products for which the manufacturer is the distributer are not applicable to this service.

    Repair fee support amounts

    Repair fee support amounts
    Malfunction covered by warranty Free (while repairs possible)
    When malfunction not covered by warranty Upper limit of ¥3,000 (while repairs possible)
  • Mobile Phone Data Recovery Charge Discount

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    Get a discount on the Handset Data Recovery Service (in Japanese only) 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.

    Data recovery charge

    Data recovery charge
    If subscribed to Mobile Device Protection Service ¥1,000
    If not subscribed Mobile Device Protection Service ¥8,000
  • Free Keitai-Osagashi Service (Mobile Phone Finder Service)

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    The monthly charge for Keitai-Osagashi Service (in Japanese only), which allows you to find the approximate location of your phone when it is lost, will be free.

    • You need to subscribe to Keitai-Osagashi Service to use this feature.
  • Terms of Use

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

  • Notes

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    Notes on applying for the service

    • You can apply for the service at a store, such as a docomo Shop, only on the day you purchase an applicable device.
    • On any day other than the date of purchase, you need to contact the docomo Information Center directly using the phone to which the protection is applied.
    • Discount services will not be applied to the monthly charge and subscriber's expenses.

    Notes on phone replacement

    • Depending on the model you use, the same model may not be able to be provided.
    • The monthly charge after replacement may be a charge in accordance with the model after replacement. Consequently, please note that the monthly charge may become higher than before compensation was accepted.
    • Customers with FOMA models subscriptions may be encouraged to change your subscription to Xi when switching models at Mobile Device Protection Center.
    • 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.
    • If you are not able to send your old phone to DOCOMO, you will be required to pay a penalty for breach of contract.
    • If a replacement phone is not delivered to you because you were not at home when it was delivered or the address was incorrect, the application for compensation will be automatically canceled. Automatic cancellation is applied under the following conditions:
      <Delivery to your specified address>
      • Not being at home: The delivered replacement phone is returned to DOCOMO because it is not collected from the delivery company in time.
      • Incorrect address: The delivery company discovers that the specified address is incorrect.
      <Delivery to docomo Shop>
      Seven days pass since the date of arrival that you were notified of at the time of application.
    • If you find a replacement phone to be defective, please contact the Mobile Device Protection Service Center within the following period. Before contacting, be sure to check "Frequently Asked Questions" in "Service Guidelines", which is supplied with the replacement phone.
    Notes on phone replacement
    Replacement phone device Contact period
    iPhone, iPad For one year since the date of purchase of your old device, or for six months since the compensation application reception date specified in "Replacement Phone Delivery Information", whichever is longer
    Devices other than iPhone, iPad Within 14 days including the compensation application reception date specified in "Replacement Phone Delivery Information" or "Compensation Application Confirmation"

    Other notes

    If there are any changes to the registration information you submitted to DOCOMO, such as the registered phone, contact a docomo Shop, New windowMy docomo (in Japanese only), or docomo Information Center. For information that needs to be reported, please check the FOMA service agreement or Xi service agreement.

    Service Agreement (in Japanese only)

    Notes concerning canceling Mobile Device Protection Service

    • You will not be able to reapply for this service until your next device purchase.
    • 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.
    • 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.
    • If you are unable to retrieve data from your damaged phone, you will no longer be able to receive a discount for the Handset Data Recovery Service.

    Service counter

    If you have any inquiries or questions about the service or want to report a change of the registered phone, contact the Mobile Device Protection Service Center.


  1. The monthly charge is specified by DOCOMO depending on the model.
  2. The application is limited to once per line upon first subscription to Mobile Device Protection Service.
  • 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.
  • Android is a trademark of Google LLC.
  • Unless otherwise specified, all indicated amounts exclude tax.
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