Suspending/Resuming Service Due to Loss or Theft

Xi "crossy" FOMA

  • Contract handling fee : Free

Information on the steps required to suspend or resume service should your mobile phone be lost or stolen.


Temporary Service Suspension When Your Mobile Phone is Lost or Stolen

From a public phone, home phone, or mobile phone
0120-524-3600120-524-360 (toll free, in Japanese only, 24 hour a day service)

  • Please double-check the number before dialing.
Phone number You can continue using your current phone number when service is resumed.
(If you are issued a new handset, you can still keep your current phone number.)
Basic monthly charges You will continue to be billed for basic monthly charges and charges for optional services during service suspension.
  • sp-mode, i-mode, mail, and other services are not available during service suspension.

Service Resumption (Procedure Can Be Performed Yourself)

Perform the following procedure to resume service if, for example, you find your lost mobile phone.

Step 1 Dial 0120-524-3600120-524-360 (toll free, in Japanese only) and perform the following steps.
  • Carefully check the number you are dialing so as not to make a mistake.
Step 2 Enter the phone number of the mobile phone for which you wish to resume service and your network PIN*.
  • Your network PIN is the 4-digit number you specified at the time of subscription, etc. that is used, for example, when configuring various service settings.
Step 3 Procedure complete.
  • To be issued another docomo UIM Card (FOMA Card), you need to visit a docomo Shop.
    In this case, identification documents of the subscriber (however, there is no need to attach a utility receipt or Certificate of Residence [Juminhyo]) are required. Furthermore, a contract handling fee of ¥2,000*1 will be incurred.
  1. This will be billed the following month. However, there is no handling fee in the case of service resumption not requiring a new docomo UIM Card, docomo mini UIM Card, or docomo nano UIM Card to be issued.

Procedures

You can apply by PC or phone or at a docomo Shop.

PC

You can apply from (docomo Online Application). The required d ACCOUNT can be easily issued, so even beginners can start using right away.

  • A d ACCOUNT are required to use this site. If you do not have these, please acquire one at (New registration) on My docomo (in Japanese only). If you have forgotten them, they can be reissued via My docomo. Note that if you do not have your handset because it has been lost or stolen, you will not be able to register for a d ACCOUNT or have one reissued.
  • Operation procedures on the actual screens are in Japanese.
Business hours :
24 hours *1

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.

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
  1. Unavailable from 10:30 p.m. every Tuesday to 7:00 a.m. the following morning due to system maintenance.

Resuming Service with a New Mobile Phone

  • Contract handling fee
    ¥2,000

You must apply at a docomo Shop service counter.

Charges

  • Handling fee: ¥2,000
    • A handling fee will be included on your bill the following month.
      However, a handling fee is not charged if a new docomo UIM Card (FOMA Card) does not need to be issued.
  • Payment for purchasing handset, etc. (required if you make a new purchase)

Procedures

Procedures can be carried out at docomo Shops.
Business hours differ by shop. See the pages of individual shops for details.

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

Other Notes

  • Service can be temporarily suspended at your request. However, the person who makes the request must be the subscriber.
  • During the period of service suspension, basic monthly charges, charges for optional services, and other charges will incur.
  • If the line for which you requested suspension is in use when the procedure to suspend service is implemented, service will be suspended after use of that line is finished.
  • If you subscribe to Voice Mail Service or Call Forwarding Service and you have requested service suspension, Voice Mail and Call Forwarding will also be suspended.
  • If your handset is compatible with Omakase Lock, you can activate/deactivate Omakase Lock at the same time free of charge.
  • Please note that you are also responsible for any voice and communications charges that may be incurred after your handset is lost or stolen.
  • A docomo UIM Card (FOMA Card) for which an application has been made for WORLD WING can be inserted in an overseas handset (GSM or W-CDMA handset with an international roaming function that is not configured to be restricted to a particular overseas operator) and used overseas. Therefore, if your docomo UIM Card (FOMA Card) or handset containing a docomo UIM Card (FOMA Card) is lost or stolen while you are overseas, call the phone number above as soon as possible and then perform the procedure to suspend service.
  • d CARD mini will also be suspended if you carry out the steps to suspend service, but payments may still be able to be made depending on the conditions. We recommend that you use the IC card lock and "Osaifu-Keitai" lock functions on a regular basis.
  • Use of d CARD (iD) set on your handset will not be suspended even if you suspend use of your handset. If you use d CARD (iD), also request that the procedure to suspend use of d CARD (iD) be performed.

  • Unless otherwise specified, all indicated amounts exclude tax.
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