In Times of Trouble
What is your trouble about? Here's helpful information in situations such as lost or stolen phone and trouble with product. Please find your trouble situation from the menu below.
If Your Phone Is Lost or Stolen
Information on what to do when you think your DOCOMO device is lost or stolen.
Trouble with Products and Services
Troubleshooting by yourself
Frequently occurring product and service trouble, malfunction and such, with explanation on how to solve the problem.
Mobile Phone Troubleshooting
In the event of a problem, you can try troubleshooting the problem yourself. Answer questions to find a resolution to the problem.
Smartphone Diagnostics App
You can use this app to diagnose whether there is a problem with the performance of your smartphone.
What to do when water damage occurs
Explanation on how to solve the problem when in trouble due to water accident such as dropping the device in water.
How to contact directly and request for repair
Information on how to distinguish the malfunction, what needs to be prepared if the device requires the repair service, and online repair acceptance, etc.
Do you back up the device?
Please make sure you have a backup of important data before requesting repair service.
It is also reassuring in case of emergency to back up on daily basis.
Before purchasing : Mobile Device Protection to have you covered in case trouble occurs
Before purchase or model change of mobile phone.
To be prepared in case of trouble, please check the reassuring Mobile Device Protection Service.
About PINs and Passwords
What to check for and how to reset or reissue when you forget your password.
Problems with Spam Mail / Nuisance Phone Calls
I want to get rid of spam e-mail! I get too many nuisance phone calls!
Initiate your block settings.
Others (Products, Charges, Communications, Batteries)
Are there any other troubles?
Details on how to use your product
How to operate the basic functions of your product can be checked from here.
If the pin for ejecting the SIM card is lost
No need to worry. You can also use a store-bought paperclip as an alternative.
How to substitute the SIM removal pin (in Japanese only)
Support by expert staff
With just one call, expert staff will support you on how to use the smartphone.
Support is not limited to how to operate the device but is provided for other matters as well, for example, how to use applications such as LINE.
Use support services (in Japanese only)
Want to know the outline of services
Are you looking for the outline of services currently in use or you are considering to subscribe for?
Reading your bill and itemized billing statement
Are you having trouble on how to read the documents related to charges such as your bill, monthly billing details, and itemized billing statement?
Data communications and compatible areas
Instructions on how to check the usage method and whether the area is compatible for the data communications products or not.
Network Use Restrictions Mobile Phone Confirmation
By entering the unique number (serial number) of the mobile phone, you can check whether the phone is under network use restriction.
Instructions on the battery replacement. There is also information about how to make the battery last longer to enable you to use your mobile phone safely for a long time.
Disaster Status Confirmation and Preparation
To be prepared for any disaster, learn in advance how to use Disaster Message Board and Disaster Voice Messaging Services that can confirm safety with family and friends.
When you cannot find the solution and would like to contact us by phone directly, please check the contact information on the following page.