Problems and Troubleshooting

If Your Phone Is Lost or Stolen

Information about suspending and resuming your service if your phone is lost or stolen and features that prevent third parties from accessing your phone.

Troubleshooting and Repairs

Information about troubleshooting your phone to check for malfunctions, and what you need to do to get it fixed.

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.

Mobile Device Protection & Delivery Service/Mobile Device Protection Service

This service covers you against all kinds of emergencies including damage by water, loss, and complete failure. In the event that you experience trouble, we will deliver a mobile phone of the same model and color (refurbished product including a new battery pack) to you within a day or two.

Battery Pack Anshin Support

This service is for providing a battery pack or portable charger in exchange for docomo Points to a user who has used the same FOMA or Xi "crossy" handset for more than one year.

If You Forget Your PIN or Password

Check the PINs and passwords you need to access different services and functions.

Problems with Spam Mail / Nuisance Phone Calls

Detailed information about dealing with spam email and nuisance phone calls.

Learning How to Use a Product

Instructions on how to use DOCOMO products.

If you do not know how to use a product

When in Trouble with Your Smartphone or Tablet

Information on the setting procedures and causes of trouble related to using smartphone and tablet products.

If the pin for ejecting the SIM card is lost

A commercially available paper clip can be used instead.

Anshin Remote Support

This service allows you to receive support on various smartphone related problems from a technical operator.

When in Trouble with Data Communications

Information on the setting procedures and causes of trouble related to using data communications and peripheral device products.

Reading Your Bill and Itemized Billing Statement and Other Notices

Information about how to read your bill and monthly billing details, itemized statement, and other notices related to charges that are delivered to you.

Go to top of the page