Troubleshooting and Repairs

Failure Diagnosis

Are you having an issue with your device? The following tools may help you fix your device without having to take it to a docomo Shop.

Mobile Phone Troubleshooting

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.

Internet (docomo Hikari) Issues

Circuit Terminator/VDSL Home Device Image

Are you having issues with Internet (docomo Hikari)? Here are some solutions to possible issues related to docomo Hikari.

Internet (docomo Hikari) Issues (in Japanese only)

It's Malfunctioning

Requests regarding failures and repairs can be made at docomo Shops, through Online Repair Acceptance Service, or by phone.

If you would like to consider your fix plan

Proposed Plan for the Event of Malfunction

Shop Staff Image

If your mobile phone or smartphone has malfunctioned, we can repair, exchange, or replace your device. The following guide simulates a suitable fix plan based on your subscription status and your device's level of malfunction.

Proposed Plan for the Event of Malfunction (in Japanese only)

If you would like to consult or request directly

Acceptance of Applications Regarding Failures and Repairs at docomo Shops

Visit a shop as requests for inspections or repairs can be made at shops.

Online Repair Acceptance Servicein Japanese only

You can make requests for repairs via the Web or by phone. Temporary replacement device delivered as early as the next day.

Acceptance of Applications Regarding Failures and Repairs By Phone

Failure diagnosis can be performed over the phone. If repairs are required, your application for repairs will then be accepted.

  • An application for repairs may not be able to be accepted depending on the subscription status.

Others

For those subscribed to Mobile Device Protection

If you subscribe to Mobile Device Protection Service or Mobile Device Protection & Delivery Service, you will be able to apply for a replacement phone to be delivered (compensation procedure) in the event of trouble occurring with a phone covered by protection.

If you would like your device repaired

Check Items for Failures and Repairs

Please confirm the following points concerning data backup and warranties before applying for repair.

Check Items for Failures and Repairs

Support Providing Peace of Mind Regarding Failures and Repairs

Introduction to support for repair charges, a service that allows you to select the pick-up location, and other information it is good to know about before submitting your handset for repairs.

Support Providing Peace of Mind Regarding Failures and Repairs

In the Event of Water Exposure

Information on a service to provide peace of mind in the event that your mobile phone is exposed to water.

Preventing Failures and Problems

Information on mobile phone handling to help prevent various failures and problems from occurring during use.

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