Frequently Asked Questions

It is, in principle, a service that a replacement of the same model is provided to the customer in the event of a smartphone, tablet, or Wi-Fi router failure.

Smartphones, tablets and mobile routers provided by Rakuten Mobile.

Yes.  At the time of receiving the application for the service usage from the customer, we will check the number of services used by the customer in the past 1 year.

6,000 yen each time the service is used.

No, we don’t.

Please call our call center or visit our web site.

Our call center is available from 9 am to 8 pm, 365 days, and the web portal is available 24 hours a day, 365 days a year.

1. The data needs to be backed up by the customer.
2. We will not be responsible for any change or loss of the broken product data.
3.  If the broken product is locked by some means such as PIN or PIN lock, please unlock the device before sending. Returned products that remain locked may be subject to penalty charges.
4. In order for us to provide the service, it is necessary to remove the cover, strap, screen protection film, etc. of the product covered by the service to the extent possible.
5. We do not take any responsibility for damage or loss at that time we remove accessories that come with the product (if any) or return those products that are removed from the product. 

Please check the Terms of Service [Appendix 2] for details.

You cannot cancel after the application for the service is made. 

You need to re-issue the SIM card from Rakuten Mobile's Members Station for yourself.
Please go through the SIM replacement procedure from Member Station.

Yes, the two services can be used together.  Please use them in order of 1. Data Recovery Service and 2. Smartphone Protection Replacement Service.  In addition, when using the data recovery service, please report that you will also use the Replacement Service and request the return of the product after the data is extracted.  After the product is returned, please apply for the Replacement Service. 

Rakuten Mobile Stores cannot provide replacements. The replacement product will be mailed to the designated address, even if the service reception is done at Rakuten Mobile Store.

Yes. The products purchased additionally will be subject to this service.

The old product cannot remain covered.  Since only the last purchased product subject to the Rakuten Mobile contract is covered by this service, if you want to have the old product covered as well, you will need an additional Rakuten Mobile contract.

The deductible will be included in the monthly bill for the month the replacement product is received.  Example 1: 4/15 application, 4/16 product receipt -> Included in the April bill, Example 2: 4/30 application, 5/1 product receipt -> Included in the May bill

Basically, the color cannot be changed.  If a replacement of the same color is not in our inventory, we may provide a product with another color or model specified by us only if you want the replacement product to be sent without waiting for the new shipment.

If the product cannot be unlocked due to catastrophic damage, no penalty will be incurred. However, if the IMEI of the returned product cannot be confirmed, a penalty may be incurred for other reasons. For more information, please contact our support center.