In Times of Trouble
The following are fixes for commonly experienced problems. Select a topic from below.
Problems with Nuisance Phone Calls/Spam Mail
I want to get rid of spam e-mail! I get too many nuisance phone calls!
Initiate your block settings.
About PINs and Passwords
What to check for and how to reset or reissue when you forget your password.
Trouble with Products and Services
Troubleshooting by yourself
Frequently occurring product and service trouble, malfunction and such, with explanation on how to solve the problem.
Smartphone Failure Diagnosis App
You can use this app to diagnose whether there is a problem with the performance of your smartphone.
Smartphone Failure Diagnosis App (in Japanese only)
How to contact directly and request for repair
Information on how to distinguish the malfunction, what needs to be prepared if the device requires the repair service, and online repair acceptance, etc.
Do you back up the device?
Please make sure you have a backup of important data before requesting repair service.
It is also reassuring in case of emergency to back up on daily basis.
What to do when water damage occurs
Explanation on how to solve the problem when in trouble due to water accident such as dropping the device in water.
Six troubleshooting answers for water exposure
(in Japanese only)
Before purchasing : Compensation services to have you covered in case trouble occurs
Before purchase or model change of mobile phone.
To be prepared in case of trouble, please check DOCOMO's Compensation Services and Affordable Packs.
If Your Phone Is Lost or Stolen
Information on what to do when you think your DOCOMO device is lost or stolen.
Others (Charges, Services, Communications, Batteries)
Are there any other troubles?
Details on how to use your product
How to operate the basic functions of your product can be checked from here.
- How to use products and services (in Japanese only)
- User's Manual Download
Reading your bill and itemized billing statement
Are you having trouble on how to read the documents related to charges such as your bill, monthly billing details, and itemized billing statement?
Want to know the outline of services
Are you looking for the outline of services currently in use or you are considering to subscribe for?
If the pin for ejecting the SIM card is lost
No need to worry. You can also use a store-bought paperclip as an alternative.
How to substitute the SIM removal pin (in Japanese only)
Instructions on the battery replacement. There is also information about how to make the battery last longer to enable you to use your mobile phone safely for a long time.
When the Battery Begins to Lose Power Quickly (in Japanese only)
Network Use Restrictions Mobile Phone Confirmation
By entering the unique number (serial number) of the mobile phone, you can check whether the phone is under network use restriction.
Disaster Status Confirmation and Preparation
To be prepared for any disaster, learn in advance how to use Disaster Message Board that can confirm safety with family and friends.
When you cannot find the solution and would like to contact us by phone directly, please check the contact information on the following page.