Contact Us
Foreign Language Support
All shops provide this support service* through interpreters, to enable foreign language speaking customers to stop by freely and comfortably.
- The shop staff calls up an interpreter by phone and the conversation is carried out by passing the phone to and from the customer.
- Interpreters are available for the four languages of English, Portuguese, Chinese, and Spanish.
[Hours available]
9 a.m. to 8 p.m. (including Saturdays, Sundays, and national holidays)
- Service is only available within shop business hours.
[Service image]
The shop staff calls up an interpreter by phone and the conversation is carried out by passing the phone to and from the customer.
Inquiries by Phone
The indicated business hours are subject to change during the year-end and New Year holidays.
To avoid mistakes, please double-check the number before dialing.
- Communications charges do not apply for calls to numbers starting with 0120.
Information to know before making an inquiry
Your inquiry will proceed smoothly if you know the following information.
- Subscriber's phone number
- Network PIN (4-digit number you specified at the time of subscription)
- Required to identify the subscriber for subscription inquiries and various procedures.
General Inquiries (docomo Information Center)
open all year round
From DOCOMO mobile Phones
15770 (toll free)
Available languages: English, Portuguese, Chinese, and Spanish.
9 a.m. to 8 p.m.
- Only from a DOCOMO mobile phone or DOCOMO Smartphone.
From landline phones etc.
0120-005-250
Available languages: English, Portuguese, Chinese, and Spanish.
9 a.m. to 8 p.m.
- The toll-free number may not be accessible from some IP phones.
Refer to Inquiries (in Japanese only) for checking FAQ and performing procedures online.
- Various orders, requests for suspending or resuming your service if your mobile phone is lost, and other inquiries accepted.
Inquiries Regarding Failures and Applying for Repairs
open all year round
From DOCOMO mobile Phones
113 (toll free, in Japanese only)
Inquiries regarding malfunctions: 24 hours a day
- Only from a DOCOMO mobile phone or DOCOMO Smartphone.
From landline phones etc.
0120-800-000 (in Japanese only)
Inquiries regarding malfunctions: 24 hours a day
- May not be accessible from some IP phones.
Refer to Smartphone and Tablet Troubles (in Japanese only) for checking FAQ and performing procedures online.
- When, from results of your inquiry, it is determined that your handset requires repair, please bring it to a repair counter designated by DOCOMO. Please be aware that repair counters will accept handsets only during business hours.
Inquiries Regarding Signal Reception
open all year round
From DOCOMO mobile Phones
113 (toll free, in Japanese only)
Inquiries regarding area status: 9 a.m. to 8 p.m.
- Only from a DOCOMO mobile phone or DOCOMO Smartphone.
From landline phones etc.
0120-800-000 (in Japanese only)
Inquiries regarding area status: 9 a.m. to 8 p.m.
- May not be accessible from some IP phones.
Refer to Signal Reception (in Japanese only) for using chat bot support and inquiring by email.
Inquiries In Case of Loss
open all year round
Suspending/resuming service due to loss, etc. in case of an emergency and locking/unlocking Omakase Lock
From DOCOMO mobile Phones
15712 (toll free, in Japanese only)
- 24 hours a day service
- Only from a DOCOMO mobile phone or DOCOMO Smartphone.
From landline phones etc.
0120-524-360 (in Japanese only)
- 24 hours a day service
- May not be accessible from some IP phones.
- A network PIN and unlock number are required to resume service and unlock Omakase Lock.
- For how to suspend or resume service, see Suspending/Resuming Service Due to Loss or Theft.
- If your mobile phone is an Omakase Lock compatible model, you can set Omakase Lock at the same time.
Refer to Case of Loss (in Japanese only) for checking FAQ and performing procedures online.
Omakase Lock (in Japanese only)
Inquiries in case of theft or loss overseas
If your mobile phone is lost, damaged, etc. while overseas, help is available around the clock in Japanese.
Mobile Device Protection Service Center
open all year round
Mobile Device Protection Service is applicable to models released on and before Wednesday, August 31, 2022.
- We have received a number of inquiries made to the wrong contact number. If you have subscribed to Smart Anshin Hoshou, please see Smart Anshin Hoshou.
From DOCOMO mobile Phones
15711 (toll free, in Japanese only)
9 a.m. to 8 p.m.
- Only from a DOCOMO mobile phone or DOCOMO Smartphone.
From landline phones etc.
0120-210-360 (in Japanese only)
9 a.m. to 8 p.m.
- May not be accessible from some IP phones.
Refer to Mobile Device Protection Service Center (in Japanese only) for checking FAQ and applying online.
- For after-hours suspension of service, call 15712 (toll free, in Japanese only) or 0120-524-360 (From landline phones etc., in Japanese only) or refer to Suspending/Resuming Service Due to Loss, etc. and Locking/Unlocking Omakase Lock (24 hours a day, in Japanese only) for checking FAQ and performing procedures online.
Smart Anshin Hoshou Center
open all year round
Smart Anshin Hoshou is applicable to models released Friday, September 16, 2022
Prepare the following before calling:
- We have received a number of inquiries made to the wrong contact number. If you have subscribed to Mobile Device Protection Service, please see Mobile Device Protection Service Center.
[Customers with a DOCOMO line subscription]
- Subscriber's phone number
- Network PIN (4-digit number you specified at the time of subscription)
[Customers without a DOCOMO line subscription (one of the following)]
- Mobile phone number used with DOCOMO
- Mobile phone number issued temporarily at the time of application
From DOCOMO mobile Phones
#8936 (toll free, in Japanese only)
9 a.m. to 8 p.m.
- Only from a DOCOMO mobile phone or DOCOMO Smartphone.
From landline phones etc.
0120-189-360 (in Japanese only)
9 a.m. to 8 p.m.
- May not be accessible from some IP phones.
- Applications will be accepted starting from 9:00 a.m. on Thursday, September 15, 2022.
- If you are using the Protection Confirmation Tool , which allows you to check the inquiring device with your smartphone's camera under the operator's instruction, please refer to Ienaka Kiki Hoshou (Membership Privilege) Protection Confirmation Tool.
Keikouhin Hoshou mini Center
0120-064-360 (in Japanese only)
10 a.m. to 6 p.m. (excluding Saturdays, Sundays, and national holidays)
- May not be accessible from some IP phones.
