Choose your language for Rakuten Mobile !

Our services are provided within the region and laws of Japan.

Our services are provided within the region and laws of Japan and we provide translations for your convenience.
The Japanese version of our websites and applications, in which include Rakuten Membership Rules, Privacy Policy or other terms and conditions, is the definitive version , unless otherwise indicated.
If there are any discrepancies, the Japanese version shall prevail.
We do not guarantee that we always provide translation.
The Japanese versions of all terms and conditions, policies, and other notices are the definitive versions. Any dispute related to the terms and conditions, policies, or other notices will be under the jurisdiction of Japanese law, regardless of any conflicting laws or principles.
Certain features or messages (including customer services) may not be available in the selected language.

Rakuten Mobile

my Rakuten Mobile

Apply Now

Top
Customer Support
Check or Change Contract Details
What should I do if I can't confirm or enter the one-time Password when processing Rakuten Mobile?

What should I do if I can't confirm or enter the one-time Password when processing Rakuten Mobile?

8,680 or more people resolved

Please check the instructions below for the solution.

Main reasons for eligibility

Your original device is not in your possession due to product or SIM card malfunction, loss, or theft.
The SIM card is damaged or contaminated and cannot be used.
I can't use my original device because I accidentally deleted the eSIM profile.
You're using a device that can't receive SMS, like Rakuten WiFi Pocket or a tablet.

※If you apply for a SIM type that is not compatible with the product you plan to use,HerePlease check the following.

If you do not have the original device for the reasons mentioned above, or if you are using a device that cannot receive SMS, please apply for a SIM card replacement through the SIM card replacement application form.

How to Reissue SIM Card

Notes

The fees for SIM card replacement and reissuance are as follows:

eSIM Free (0 yen incl. tax)
SIM card 3,000 yen (3,300 yen incl. tax)

eSIM	Free (0 yen incl. tax)
SIM card	3,000 yen (3,300 yen incl. tax)

Check the status of your application and activation
- If it's within about 1 day of plan application completion
- If the line is not activated
If any of the following apply, you cannot apply using the form.Rakuten Mobile communication centerPlease Contact (us, form, etc..).
If not, proceed to the next step.
Apply for SIM reissue through the form
Please review the important notes and apply through the following page.
* Inquiries will only be accepted in Japanese.
Request to reissue a SIM
Receive a SIM card or an email asking you to download the Rakuten Mobile eSIM profile.
The activation process for the new product is as follows:What should I do after replacing or reissuing my SIM card or eSIM?Please check the following.

A verification code will be sent to your Rakuten Mobile phone number (SMS) or the email address registered in your my Rakuten Mobile account.

※The email address registered in your "my Rakuten Mobile" accountHereYou can check it from

Notes

Please enter the one-time Password (OTP) listed in the most recently sent SMS or email and try the authentication again.
For email notifications, messages are sent from "rm-mail@mobile.rakuten.co.jp". Please check that this email address is not included in your email rejection settings or blocked.
Please check your spam folder as well.

Please reissue the one-time Password.

If the one-time Password's time limit (3 minutes) is exceeded or if you enter it incorrectly 5 times, the Password will become invalid and cannot be entered.

Please select the "Generate New One-Time Password" button displayed on the input screen to request a reissue.

Notes

If you issue consecutively, you will receive the error "There is a one-time Password delay and the operation cannot be completed, please try again later." In that case, please try again later.

If you are unable to receive the one-time Password (SMS) and are unable to complete the procedure, please Contact (us, form, etc..) Rakuten Mobile communication center.

※To enhance security, we may ask you to submit identity verification documents. We will proceed with the application only after verifying your identity. Thank you for your understanding.

Business hours: 9:00 a.m. to 11:00 p.m. (Last reception: 10:30 p.m.)

※Customer support is available in Japanese only.
※Operator assistance will end at 11:00 PM, even if you are in the middle of an inquiry.
※Even during reception hours, we may not be able to connect you to an operator during busy times.
※Inquiries received outside reception hours will be answered by Rakuten Mobile AI Chat.

Others are also asking these questions

View the collection of recently asked questions.

If you can't solve it
Contact (us, form, etc..)

Thank you for your response.

Win 1,500 Point in a lottery
Campaign now underway!

To participate in the lottery for this campaign, tap the "Answer the survey" button and
Please answer the survey by following the instructions displayed.

※Time-limited points will be awarded to winners around the end of the second month after the survey response month.

Check the campaign details Answer the survey

Contact (us, form, etc..)

Win 1,500 Point in a lottery
Campaign now underway!

To participate in the lottery for this campaign, tap the "Answer the survey" button and
Please answer the survey by following the instructions displayed.

※Time-limited points will be awarded to winners around the end of the second month after the survey response month.

Check the campaign details Answer the survey

Please use this if it is outside business hours or if it is difficult to connect to the counter

Business hours 9:00 to 23:00 (Last acceptance: 22:30)

* Inquiries will only be accepted in Japanese.
*After 11:00 p.m., operator will no longer be able to respond to inquiries, even if you are in the middle of it.
*Even if it is within reception hours, you may not be able to connect to operator if the call is busy.
* Inquiries regarding Rakuten Casa are accepted from 9:00 to 18:00.
* Inquiries received outside of business hours will be answered by Rakuten Mobile AI Chat.

Use chat consultation

Call us
Estimated resolution time… About 25 min

[Important] Notice of change in Contact support hours (from February 1st)

Please use this if it is outside business hours or if it is difficult to connect to the counter

We have received reports of incidents where calls made to the wrong number have caused inconvenience to the public. We kindly ask you to double-check the number before making a call.

Those considering applying for a new service/ MNP transfer from other mobile carriers

For Rakuten Mobile (Rakuten SAIKYO Plan) Users

Contact (us, form, etc..) code: *01914

050-5434-4653 (Paid *1)

Business hours: 9:00 to 17:00 (Open year-round)

Follow the voice guidance and enter the "Contact code."
Our advisors will help you quickly resolve any issues you may have.

*1 Calls made via Rakuten Link are free of charge. For the unlimited call option, no fees apply during the specified hours. For more details, please check here.

* Please Contact (us, form, etc..) about the contract details and billing from the contractor himself/herself. For Contact (us, form, etc..) other than the contractor, please check here in advance.

*Outside of business hours, we send a short message with a link to our “Frequently Asked Questions” page. Please take advantage of this service.

* Inquiries will only be accepted in Japanese.

Inquiries regarding Rakuten Turbo

English Support

0800-805-0805

Business hour : 9:00-5:00pm（open 365 days）

*Inquiries regarding contract details and claims should be made by the contract holder themselves. For anyone else, please review the information here prior to making inquiries.

*The conversation might take place as a three-way call with you, our customer service staff, and the phone interpreter. (Interpretation is free of charge.)

*Please note that we can only respond to inquiries in Japanese.