Mobile Device Protection Service

Application conditions

• Applications must be submitted within 14 days of purchasing an applicable model*3 or subscribing to a line with a model you brought in.
• Applicable models must not already be sustaining trouble at the time of application.

• When purchasing a model at electronics retailers and other affiliated shops, you can apply for Mobile Device Protection Service if you subscribe to a DOCOMO line (new subscription/model change/MNP) at a shop at the same time (excluding Apple Store).

1. Phones given or leased by a party other than DOCOMO (or a DOCOMO retailer), and phones that have been found are not applicable.

Service counters for application procedure

You can apply from docomo Online Shop, at a docomo Shop/d garden, or by phone.

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

No monthly charge for up to 31 days

No monthly charge for 31 days from date of the first application.

Repair fees when using phone replacement

(incl. tax)

• If a refurbished product (B product) is selected as a replacement phone or if the device eligible for compensation is docomo Certified (a DOCOMO certified second-hand product), the repair fees will be ¥4,400 (incl. tax).

(incl. tax)

The "WEB Wari" discount will be applied and you will receive a 10% discount on the service fee when you order the replacement phone delivery service online (My docomo).

For details on the service, see "Offering a Replacement Phone" below.

Offering a Replacement Phone

How to apply

You can apply from My docomo, at a docomo Shop/d garden, or by phone.

My docomo

24/7 (open all year round)

Customers considering applying for compensation (replacement)

• Apply online (10% discount on fee)

For questions about the compensation procedure, click here

Check with the chatbot (in Japanese only)

• If you are applying for compensation for a lost or stolen iPhone or iPad

How to Set Up "Find My iPhone/iPad" and "Mark As Lost" [PDF format:429KB] (in Japanese only)

Other application methods
Apply by Phone
Apply at docomo Shop

Repair fees after Repair Fee Support has been applied

(incl. tax)

• Please check Repair Acceptance Conditions (in Japanese only) to find out if your model can be accepted for repair.
• For more information about the repair fees for docomo Smartphone/docomo Feature Phone, see Approximate Repair Fees (in Japanese only).
• For models with Dual Screen, this service applies to both the main screen and the secondary screen. However, A repair fee of up to ¥3,300 (incl. tax) is incurred for each screen.
• For details on repairs at the Galaxy Quick Repair Site, refer to Galaxy Repair Corner (in Japanese only).
• For details on repairs at the iPhone and iPad Repair Corner, refer to iPhone Repair Corner or iPad Repair Corner.

Data recovery charge

(incl. tax)

Notes on applying for the service

• You can apply for the service at a store, such as a docomo Shop, only on the day you purchase an applicable device. On any day other than the date of purchase, you need to contact the docomo Information Center directly using the phone to which the compensation is applied within 14 days of purchasing the phone.
• If you purchased your phone from DOCOMO, you can apply for this service even if you do not have a DOCOMO line subscription. To use this service, you will need the mobile phone number that was temporarily issued to you at the time of application, subscriber's name, and d ACCOUNT/Business d ACCOUNT.
• From Thursday, December 1, 2022, we will not accept applications for compensation for loss or theft if the applicable phone is an iPhone or iPad and Find My iPhone or Find My iPad is not turned on. (For details, please refer to Set Up "Find My iPhone/iPad" and "Mark As Lost." [PDF format:429KB] (in Japanese only))
• Discount services will not be applied to the monthly charge and repair fees.

Notes on replacement phone offering service

• Depending on the model you use, the same model may not be able to be provided.
• Customers with subscriptions for any model other than a 5G model may be encouraged to switch models and change their subscription (to Xi or 5G for FOMA models and to 5G for Xi models).
• Please apply for compensation within 30 days of the trouble occurring. In case of theft or loss, please apply after suspending service and notifying the police. (DOCOMO may confirm information such as the notification receipt number issued by the police, person who accepted the notification, name of the police station where the notification was accepted, and the date and time.)
• If the data in the old phone needs to be transferred, transfer the data yourself before sending the phone.
• From Thursday, December 1, 2022, if your registered phone is an iPhone or iPad and you apply for compensation due to loss or theft, you need to activate Mark As Lost on iCloud. After applying for compensation, do not deactivate Mark As Lost without contacting DOCOMO (penalties will be incurred).
• If you are not able to send your old phone to DOCOMO, you will be required to pay a penalty for breach of contract.
• If a replacement phone is not delivered to you because you were not at home when it was delivered or the address was incorrect, the application for compensation will be automatically canceled. Automatic cancellation is applied under the following conditions:
  <Delivery to your specified address>
  • Not being at home: The delivered replacement phone is returned to DOCOMO because it is not collected from the delivery company in time.
  • Incorrect address: The delivery company discovers that the specified address is incorrect.
  <Delivery to docomo Shop>
  Seven days pass since the date of arrival that you were notified of at the time of application.
• If you find a replacement phone to be defective, please contact the Mobile Device Protection Service Center within the following period.

Other notes

If there are any changes to the registration information you submitted to DOCOMO, such as the registered phone, contact a docomo Shop/d garden", My docomo (in Japanese only), or docomo Information Center. For information that needs to be reported, please check the FOMA service agreement or Xi service agreement.

Service Agreement (in Japanese only)

Notes concerning canceling Mobile Device Protection Service

• You can continue your subscription to Mobile Device Protection Service when you cancel your DOCOMO line subscription and switch to another carrier with Mobile Number Portability (MNP). (A d ACCOUNT or Business d ACCOUNT is required.)
  • This applies to customers who canceled their DOCOMO line subscription and started the procedure to switch to another carrier using Mobile Number Portability (MNP) on or after September 28, 2021.
  • There are restrictions on some services.
  • The mobile phone number and subscriber name you used when you canceled the DOCOMO line subscription and switched to another carrier with Mobile Number Portability will be verified at the time of application for compensation. Please be sure to keep the information for when you use this service.
• If you cancel your subscription to the Mobile Device Protection Service, you will not be able to reapply for the service until your next device purchase.
• You will no longer be able to receive a replacement phone. You will need to purchase a new device in the event of a total loss.
• You will no longer be able to receive Repair Fee Support (a service that limits your repair fees to a maximum of ¥3,300 [incl. tax]). Depending on the extent of the damage, repair fees may be costly.
• If you are unable to retrieve data from your damaged phone, you will no longer be able to receive a discount for the Handset Data Recovery Service.
• If DOCOMO collects a mobile phone eligible for compensation covered by Mobile Device Protection Service through a Trade-in Program, the subscription to the Mobile Device Protection Service will be terminated. (This clause of Article 36, Paragraph 1, Item 5 of the Terms of Use on Mobile Device Protection Service is effective from Thursday, June 1, 2023.)

Service counter

If you have any inquiries or questions about the service or want to report a change of the registered phone, contact the Mobile Device Protection Service Center.