How to reissue a lost/stolen SIM card

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You can apply for SIM reissue due to loss or theft on “my Rakuten Mobile.”

The SIM exchange/reissue fee is as follows.

	SIM exchange/reissue fee
eSIM	0 yen (0 yen including tax)
SIM card	3,000 yen (3,300 yen including tax) ※SIM card exchange/reissue fees have been changed from 0:00am on Wednesday 13 December 2023. For more information, please click here.

NOTE

To log in to “ my Rakuten Mobile,” you will need your Rakuten ID provided at the time of application and your password, so please have them ready in advance.
If you cannot access “my Rakuten Mobile,” please contact the dedicated service desk listed in “Suspension and Resumption of Use Due to Loss and Theft.”
If you want to change the language setting of my Rakuten Mobile, please check FAQ.

Log in to “ my Rakuten Mobile”
You can also apply using my Rakuten Mobile application.
※If you are unable to log in, see “I cannot log in to [my Rakuten Mobile].”
Select the menu indicated by three lines on the top right
Select [My Lines]
Go down and select [SIM REISSUE] under [SIM AND LINE ACTIONS]
If multiple phone lines are used, check that the line you want to reissue is displayed.
Select the reason for SIM reissue and the desired SIM type, confirm that your shipping address is correct and select [REQUEST FOR SIM REISSUE]
If [Lost/stolen] is selected when replacing/reissuing a SIM card, the phone line will be suspended until the new SIM is activated.
For other notes, see “Differences among the options for [Reasons for SIM replacement/reissue].”
SIM card exchange/reissue fees have been changed from 0:00am on Wednesday 13 December 2023. For more information, please click here.
Enter a one-time password, and select "CONTINUE".
※If you are having trouble with your one-time password, such as not receiving the SMS or email, please refer here for more information.
Confirm the details of your application and line number, and select [PROCEED] to complete the application
Make sure to confirm the SIM type and the line you are applying for.
To activate the reissued/ SIM, see “What should I do after changing the SIM type (to SIM card or eSIM)?”

The old SIM will be suspended at different timing depending on your application details and the option selected in “Reasons for SIM replacement/reissue.”

When reissuing/replacing with SIM card

- If you have selected [Lost/stolen], the old SIM will be suspended. Please wait for a new SIM card to arrive.

If the old SIM is suspended due to a reissue procedure for a new SIM card, you cannot resume the use of it on “my Rakuten Mobile”. Complete an activation procedure after the new SIM card arrives.

- If you have selected [Other], you can keep using the old SIM. The old SIM will be deactivated when a newly arrived SIM is activated.

If you have applied for reissue for a SIM card, you cannot suspend the use of the old SIM on “my Rakuten Mobile” until the new SIM card is activated.

If you want to suspend the old SIM after applying with the reason of [Other], see “Suspension and Resumption of Use Due to Loss and Theft” and contact the service desk.

When reissuing/replacing with eSIM

- Whichever the reason you selected, the old SIM will not be suspended. The old SIM will be deactivated only after a new eSIM is activated.

Follow the activation procedure after receiving an email titled “Request for eSIM Profile Download.”

NOTE

Even when the reason for replacement is [Lost/stolen], the line will not be suspended when reissuing eSIM. If it takes time to prepare your new device, apply for [Temporary SIM suspension] on “my Rakuten Mobile.” Tap here for the procedure.
When the new device is ready at hand, apply for “SIM replacement/reissue” after completing the procedure for resuming use. Following SIM reissue procedure during suspension may result in error.

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