Support measures for the disaster caused by the Kumamoto Earthquake Reiwa 8

July 29, 2026

We would like to express our heartfelt sympathy to all those affected and evacuated by the Reiwa 8 Kumamoto Earthquake.
Rakuten Mobile, Inc. will implement the following support measures for customers affected and evacuated by the Reiwa 8 Kumamoto Earthquake.

1. Details of the project
(1) Freeing SIM card reissue fees for Rakuten Mobile (Rakuten network) and Rakuten Mobile (docomo/au network)
*For customers using Rakuten Mobile (Rakuten network), the e-SIM reissuance fee is free, so only SIM card are eligible.
(2) Relaxation of application procedures
(3) Extension of payment deadline
*For more details, please see the attached document.

2. Eligible customers
Details of the program (1) to (3):
Individual customers using Rakuten Mobile (Rakuten network) or Rakuten Mobile (docomo/au network) whose "contractor address" or "Rakuten Turbo installation address" is in an area to which the Disaster Relief Act applies.

※Customers whose payment cannot be confirmed for bills from the month before the support period are not eligible.
※Customers of the former "FREETEL" or "DMM Mobile" are not eligible.

3. Whether or not you need to make a request
If you wish to take advantage of the above options, "(1) Free SIM card reissuance fees for Rakuten Mobile (Rakuten network) and Rakuten Mobile (docomo/au network)" or "(3) Extension of payment deadlines," you must make a request.
*If you wish to take advantage of "(1) Free SIM card reissuance fees for Rakuten Mobile (Rakuten network) and Rakuten Mobile (docomo/au network)" please submit your request by Monday, August 31, 2026.
*If you wish to request "(3) Extension of the payment deadline," please notify us by Monday, August 31, 2026.

4. Implementation period
Implementation details (1): From Wednesday, July 29, 2026 to Monday, August 31, 2026
Implementation details (2): From Wednesday, July 29, 2026 (after this announcement) to Monday, August 31, 2026
Implementation details (3): From Wednesday, July 29, 2026 to Wednesday, September 30, 2026

5. Target area
Please check the applicable areas on the following page.
Cabinet Office Disaster Prevention Information Page
http://www.bousai.go.jp/taisaku/kyuujo/kyuujo_tekiyou.html

※For customers in areas included in the second and subsequent reports of the Disaster Relief Act, the support measures will be implemented from the applicable month. In such cases, the support measures will not be retroactively provided for months prior to the applicable month. Thank you for your understanding. Please refer to “4. Implementation Period” for details on the timing of the support measures.

If additional areas are included in the coverage, we will expand the same measures accordingly.
We sincerely pray for the restoration of services as soon as possible.

 

【Attachment】
For details of the support measures for eligible customers, please see below. Customers for whom payment has not been confirmed for invoices prior to the month before the support period are not eligible.

(1) Elimination of SIM card reissue fee for Rakuten Mobile (Rakuten network) and Rakuten Mobile (docomo/au network)
For customers using Rakuten Mobile (Rakuten network) or Rakuten Mobile (docomo/au network) whose "contractor address" or "installation address" of Rakuten Turbo" is in the disaster-affected areas, the SIM card reissue fee will be waived from July 29, 2026 (Wed) to August 31, 2026 (Mon) in the areas covered by the Disaster Relief Act.
※Customers who wish to take advantage of this offer must apply by August 31, 2026 (Mon).
【Contact for Application】Phone number: 050-5212-6915 Business hours: 9:00 AM to 5:00 PM (Open year-round)
※Customers using Rakuten Mobile (docomo/au network) are requested to contact us through the following inquiry form.
Inquiry form for Rakuten Mobile (docomo/au network)
※Please note that if you cancel Rakuten Mobile (Rakuten network) or Rakuten Mobile (docomo/au network) on August 31, 2026 (Mon), you will not be eligible for the free reissue.
※Depending on the timing of your application, the cancellation of the charge or adjustment will be made from the following month after the application of the same amount.

(2) Relaxation of reception procedures
From the announcement on July 29, 2026 (Wed) to August 31, 2026 (Mon), customers with a "contractor address" or Rakuten Turbo "installation address" in areas covered by the Disaster Relief Act will no longer need to present identification when making various procedures at "Rakuten Mobile Shops".
※Please note that identification documents are required for new contracts for voice SIMs, new contracts for trade-ins, and new contracts for individual installment sales.

(3) Extension of Payment Deadline
For customers in the disaster-affected areas, the payment deadline for the invoice of the service used in July 2026 will be extended to September 30, 2026.
※Customers who wish to take advantage of this extension must apply by August 31, 2026.
Contact number: 050-5212-6915, Business hours: 9:00 - 17:00 (Open year-round)
※Rakuten Mobile (docomo/au network) customers, please contact us through the following inquiry form.
Rakuten Mobile (docomo/au network) Inquiry Form