About breakdowns and repairs (Y!mobile)

We will provide you with information on how to prevent breakdowns before they occur, as well as information on breakdowns and repairs.

Before deciding that it is a malfunction

Answering a few questions might solve it.

Wide range of troubleshooting support *Operators will respond to your calls. Charges apply.

If you determine that there is a malfunction

We can simulate the optimal solution (repair/replacement/model change) based on your situation, as well as an estimate of costs.

Repair Simulator

About malfunctions

What is a breakdown?

A malfunction is when a product does not function or operate correctly.

●Poor key response
●LED light not turning on
●It boots but doesn't connect to the network

What is a total loss?

A total loss refers to a condition in which the item cannot be restored through repairs, such as being submerged in water or damaged beyond repair.

Total loss due to submersion

●Reacts to water leakage sheets (some products do not come with sheets)

Total loss due to dropping or external damage

●There are large scratches or deformations, and the power will not turn on.
●There are large scratches or deformations, and the keys cannot be operated.

To prevent breakdowns

●Do not use in the bath or near water.
●Do not operate with wet hands.
●
Do not use outdoors on rainy days.
- ※Even if you are not aware that the device has been wet, if it is used in a humid place or a place where there is a high possibility of it getting wet, moisture may get inside the device and cause damage.

Before accepting repairs or replacements

Please check for information on malfunctions and software updates for each product.

Update information

Depending on the model you are using, repair acceptance may be discontinued. Please check the following page in advance.

View manufacturer repair acceptance status by model

Change your device

If you plan to use your phone for a long time, we recommend that you change your model.
Model changes can be made at Y!mobile shops and Y!mobile online store.

※You can also change your model at your local store.

Here is a list of identity documents you need to bring:

Make repairs

Repair Type

We will decide whether to carry out repairs free of charge or for a fee based on the free repair regulations stated in the warranty.

Repair Regulations

Purchase date	Customer negligence	Repair costs
Less than 1 year	Yes (scratches, etc.)	Paid repair
Less than 1 year	none	Free repair
More than 1 year	-	Paid repair

If the repair is free of charge

Any malfunction that occurs in accordance with the free repair provisions of the warranty will be subject to free repair.

●In order to receive free repair service, you will need the warranty card. Please attach the warranty card when requesting repairs.
●The free repair period is one year from the date of purchase.

If repair is not free of charge

Please note that the following cases will not be covered by free repairs even if they are within the warranty period. (Depending on the content, we may refuse to accept repairs.)

●Products with unidentifiable serial numbers
●
Symptoms due to wear and tear of accessories, etc.
- ※Products that have been disassembled or modified are not supported.
  (Examples: nameplate sticker peeled off, product decorated with adhesive, void sticker with holes, peeled off or torn, etc.)

Request a repair

Repairs will be carried out at your nearest Y!mobile shop.

※iPhone repairs cannot be done at Y!mobile shops. Please apply to Apple or an Apple Authorized Service Provider.
※If you have subscribed to the Breakdown Security Pack Plus, iPhone replacement will be accepted at Y!mobile shop.

Find a Y!mobile shop

Please see below for what you need to bring with you for each procedure.

Procedure	Required Documents
Repair reception	Identification documents ^※ * If you are acting as an agent, a power of attorney is also required. Telephone (or accessories) Phone warranty card
Long-term replacement loan
Repair and return	Repair receipt ^* * If you do not have a repair voucher, you will need to provide identification. If you are accepting a proxy and do not have a repair voucher, the proxy's identification and power of attorney will be required. (If you are using the phone during repairs) Replacement phone set
Long-term replacement return

Here is a list of identity documents you need to bring:

Optional services for peace of mind in the event of breakdowns or repairs

This is an optional service that provides peace of mind in case of unexpected problems such as water damage or breakage.

Breakdown relief pack

Breakdown Security Pack-S

Breakdowns and Repairs

Before deciding that it is a malfunction

If you determine that there is a malfunction