[Rakuten Mobile FAQ] What to do if something breaks or you lose your phone
- 楽天モバイルの体験を語る社員
- May 13
- 2 min read
We have compiled a list of frequently asked questions and answers for when your smartphone breaks down or gets lost while using Rakuten Mobile.
![[Rakuten Mobile FAQ] Foreign customers](https://static.wixstatic.com/media/270ece_c5741220f0024e668dc6e88b8ae80fdc~mv2.png/v1/fill/w_649,h_494,al_c,q_85,enc_avif,quality_auto/270ece_c5741220f0024e668dc6e88b8ae80fdc~mv2.png)
1.
Q: If my smartphone breaks down, can I consult with a Rakuten Mobile shop?
A: Yes, you can consult with a Rakuten Mobile shop about a malfunction. However, repairs and replacement products cannot be received at the shop.
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2.
Q: How do I go about repairs or replacements in the event of a breakdown or loss?
A: Please access the breakdown, loss or theft reception website and complete the procedure online.
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3.
Q: If I don't purchase the warranty option, what happens to the repair or replacement?
A: If you have not subscribed to the warranty option, please contact the support desk of the respective manufacturer directly.
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4.
Q: After receiving the breakdown, how long will it take to receive the replacement?
A: Normally, the replacement product will arrive 2-3 days after the malfunction is reported.
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5.
Q: Can I specify the location where I want to receive the exchanged item?
A: Yes, you can specify the delivery address or convenience store/locker delivery when you report the breakdown.
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6.
Q: Can I cancel my repair request?
A: As a general rule, a repair report cannot be cancelled.
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7.
Q: Is it necessary to back up data when accepting a repair?
A: Yes, you are responsible for backing up your data.
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8.
Q: What should I do with the broken device after receiving the repair?
A: Once the replacement arrives, please return the defective device using the specified method.
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9.
Q: Within what time period do I need to report a breakdown?
A: Please report the malfunction within 30 days from the date of the malfunction or damage.
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10.
Q: What to do if the SIM card is damaged?
A: You can apply for a SIM card replacement or reissue through My Rakuten Mobile.
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The current Rakuten Mobile referral campaign will earn you 14,000 points if you switch carriers (MNP), and 7,000 points if you don't. Customers who are renewing their contracts can also apply. Make use of this offer when switching carriers or signing up for a new smartphone.
Rakuten mobile English support 0800-805-0805
Business hour: 9:00-5:00pm (open 365 days)
*The conversation might take place as a three-way call with you, our customer service staff, and the phone interpreter. (An interpretation is free of charge)
