Suspension / reactivation of service due to loss or theft

To suspend / reactivate a phone line service due to loss or theft of your mobile device, please visit my Rakuten Mobile.
my Rakuten Mobile does not offer a device location service. Thank you for your understanding.

* Your request for a suspension / reactivation of mobile phone service will be reflected immediately after the submission of your request.

• How to suspend a phone line serive
• How to reactivate a phone line service
• How to request to reissue a SIM card

How to suspend a phone line service

* Monthly fees for your plan and other services will be charged continuously during the period of the suspension.

* During the suspension period, requests to add / cancel option services in a contract or to amend the setting will not be accepted.

1. 1. Open my Rakuten Mobile app.

   * The procedure can also be taken via the website of my Rakuten Mobile.

   

   my Rakuten Mobile

   • 
     
   • For further information

2. 2. Tap the hamburger menu at the right top corner of the screen, and select [Contract plan].

   
   

3. 3. Tap [Proceed to next] under [Other procedures].

   

4. 4. Tap [Suspension of the service (loss or theft of device)] under [Procedures for loss / theft of device].

   

5. 5. Select [Suspension of SIM] and tap [Next].

   Popup appears after tapping [Next].
   Check the details, and tap [Temporally service suspension of SIM] to suspend your mobile phone line service.

   
   

This concludes the procedure for a suspension of the SIM line service.

How to reactivate a phone line service.

* In case the suspension occurred due to a replacement / reissuance of a SIM card, the phone line service cannot be reactivated via my Rakuten Mobile. You need to complete the replacement process first.

* Those who fall on to one of the following cannot reactivate the service via my Rakuten Mobile.
If you are applicable, please contact a helpline. The contractor must call by themselves.
- Those who have outstanding bills.
- Those who requested the suspension of the service over the phone.

1. 1. Open my Rakuten Mobile app.

   * The procedure can also be taken via the website of my Rakuten Mobile.

   

   my Rakuten Mobile

   • 
     
   • For further information

2. 2. Tap the hamburger menu at the right top corner of the screen, and select [Contract plan].

   
   

3. 3. Tap [Proceed to next] under [Other procedures].

   

4. 4. Tap [Reactivate service] under [Procedures for service reactivation].

   Popup appears after tapping [Reactivate service].
   Check the details and tap [Reactivate service] to reactivate the phone line service that has been suspended.

   
   

This concludes the procedure to reactivate a SIM line service.

How to request to reissue a SIM card

If you wish to request to reissue a SIM card as well as to suspend the mobile phone service due to loss / theft of your device, please visit [my Rakuten Mobile] to take a relevant procedure.
Please refer to the page below for details.

I wish to know the procedures for my SIM card to be replaced or reissued, or to report on loss / theft of my device. I want to know the cost for the procedures.

* If you cannot access [my Rakuten Mobile], please contact the number listed on [Helpline for loss / theft of device].

Helpline for Loss / Theft

If you have issues to take the above procedures on my Rakuten Mobile, or if you wish to speak with our operators to reactivate a service that have been suspended, please call the number below. The call must be made by a person with the contract for the mobile service.