Troubleshooting and Repairs
This page shows how to determine whether a problem is a malfunction, what to prepare for repairs, and online repair acceptance, etc.
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
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)
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
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
You can make requests for repairs via the Web or by phone. Temporary replacement device delivered as early as the next day.
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.
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.
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.