Frequently Asked Questions

d POINT

How much yen per 1 point can I use?
Points can be used at 1 yen per 1 point.
Some d POINT Member Stores may have set how many points can be used at a time. Also, in the case of member stores outside of Japan, conditions of use and exchange rates may be different, so please ask the member store for details.
What ways are there to use d POINTs?
d POINTs can be used for shopping, etc. at d POINT member stores. Please confirm the information of d POINT Member Stores here.
Can I use d POINT even if I am not a DOCOMO subscriber?
Yes, even if you are not a DOCOMO subscriber, you can use d POINT if you are a d POINT CLUB member.
How can I earn d POINT?
You can earn points by shopping, etc. at d POINT member stores. Please confirm the information of d POINT Member Stores here.
How can I use d POINT at d POINT Member Stores?
Please show your Mobile d POINT CARD at the cashier and please tell the staff at d POINT Member Stores how many d POINT you would like to use. Please confirm the information of d POINT Member Stores here. Also, please note that Mobile d POINT CARD cannot be used at some member stores.
What is ‘d POINT (limited term and use)’? How is it different from regular d POINT?
d POINTs which have limited usages and shorter validity period than regular d POINT. These points can only be used when shopping or using services at d POINT Member Stores in Japan. Expiration dates of your d POINTs can be confirmed here. In addition, expiration date of regular d POINTs is 48 months after the month acquired d POINTs.
Why did I fail to use d POINTs?
Main reasons for not being able to use d POINTs are the following.
  • When you are not registered for d POINT CLUB
  • When you have not registered the d POINT CARD. Please register your d POIN CARD here.
  • When the amount of points you try to use, exceeds the amount of points available.
  • When you try to use points for services that d POINT (limited term and use) cannot be used.
  • When conditions of d POINT usage, set by each d POINT Member Store, are not met.
How long does it take for d POINTs to appear in my account?
Regular d POINT will be credited immediately after your payment is completed. However, the time of crediting d POINT (limited term and use) of campaigns may vary depending on the conditions of campaigns.
Can d POINT be transferred to someone else?
No, points cannot be transferred to another person.
I do not know how to register the d POINT CARD.
Please confirm how to register d POINT CARD for details. For Mobile d POINT CARD users, the process will be completed automatically when you register for d POINT CLUB. Additional registration of d POINT CARD is not necessary.
Can I use d POINTs at d POINT Member Stores outside of Japan?
Yes. As of April 2019, outside of Japan, there are d POINT Member Stores in Hawaii, Guam and New York where you can earn and use points. Conditions of use and exchange rates may differ, therefore please confirm details at each member store.
Why did I receive an email from DOCOMO after using points?
When points are used, an email (in English) will be sent to your registered email to notify the date, time and amount of points used.
Why did my d POINTs reduce/disappear while I did not use any of them?
One of the reasons may be point expiration date.
The ways of checking "History of points earned and used" are different depends on types of d POINT CARD. Please follow the instructions below for different types of d POINT CARD.
  • Mobile d POINT CARD(APP)
    Please open the Mobile d POINT CARD in the app, and click "Total Points". The history of points earned and used will be shown.
  • d POINT CARD
    Please click here.
Can I check the history of point exchange?
Please confirm here (English Only).
How can I check points balance of the end of last month?
The ways of checking "History of points earned and used" are different depends on types of d POINT CARD. Please follow the instructions below for different types of d POINT CARD.
  • Mobile d POINT CARD(APP)
    Please open the Mobile d POINT CARD in the app, and click "Total Points". The history of points earned and used will be shown.
  • d POINT CARD
    Please click here.
What should I tell the staff at d POINT member stores so that I can earn points?
Please confirm What is d POINT.
What should I tell the staff at d POINT Member Stores so that I can use points?
Please confirm What is d POINT.

d POINT CARD

Does d POINT CARD require an annual fee?
No, d POINT CARD can be used without annual fee.
Where can I get a d POINT CARD?
See here for where d POINT CARD are distributed.
For those who prefer to use in cooperation with other point operators (L.POINT/HAPPY GO, etc.), please use the other company’s point app. Please confirm with the other point operators for app. details.
Can I earn and use points immediately after I get a d POINT CARD?
You may use the card right away if it is just to earn d POINT by shopping at d POINT Member Stores. When using d POINT, you need to have the d POINT CARD registered here(English only)beforehand. For Mobile d POINT CARD users, you can start to earn and use d POINTs immediately after registration. No additional card registration is needed.
Is registration required to earn and use points with d POINT CARD?
You will be able to earn d POINT without registering, however when you need to register your d POINT CARD before using your earned d POINTs.
Please confirm details on What is d POINT.
How can I register my d POINT CARD?
d POINT CARD registration can be done from here (English only). You can confirm how to register d POINT CARD at here. For Mobile d POINT CARD users, you can start to earn and use d POINTs immediately after registration. No additional card registration is needed.
Where can I earn and use d POINTs?
You can earn and use d POINT at d POINT Member Stores. Please confirm here (English only) for details.
What should I do if I lost my d POINT CARD?
Please delete your registered d POINT CARD at here.
For Mobile d POINT CARD users, in case you lost your mobile phone which Mobile d POINT CARD set, please delete your registered d POINT CARD at here. If you want to continue to use your Mobile d POINT CARD in another device, please contact other point operators.
I was told that I cannot use this d POINT CARD at a d POINT Member Store, what should I do?
It could be one of the following reasons.
<d POINTs can be earned but cannot be used.>
1. d POINT CARD has not been registered yet.
2. d POINT CARD usage is stopped.
<d POINTs cannot be earned and used as well.>
3. Something has gone wrong with the d POINT CARD such as magnet failure.
Follow the steps below for each situation accordingly.
1. Complete the registration procedures from here (English only).
2. Complete the card registration procedures again from here (English only)
3. Please get a new d POINT CARD at here and then add registration of the d POINT CARD. After registering the new card, please delete the old one that you cannot use due to magnet failure, etc.
For Mobile d POINT CARD users, please contact other point operators.
Can I earn d POINTs with my d POINT CARD no matter what payment method I choose?
Yes, you can earn d POINTs no matter how you pay as long as you show your d POINT CARD at d POINT Member Stores.
*There are cases not applicable for point award such as paying with points, or purchasing merchandises which are not applicable for point award. Please confirm with d POINT Member Stores for details.
I would like to add a second card.
You can add a second card at here. The maximum number of registered d POINT CARD is three.
I want to re-issue my d POINT CARD.
A card with the same number cannot be re-issued. Please get a new d POINT CARD at here and then add registration of the d POINT CARD at here. Since the maximum number of registered d POINT CARD is three, please delete the card number of lost d POINT CARD. For Mobile d POINT CARD users, please contact other point operators.
What should I do when I lost the smartphone which installed the Mobile d POINT CARD?
In order to prevent unauthorized use of your d POINTs, please remove the Mobile d POINT CARD from your account at here. In case that you want to use the Mobile d POINT CARD in another mobile device, please contact point service providers (L.POINT / HAPPY GO).

History of points earned and used

Where can I check history of points earned and used?
The ways of checking "History of points earned and used" are different depends on types of d POINT CARD. Please follow the instructions below for different types of d POINT CARD.
  • Mobile d POINT CARD(APP)
    Please open the Mobile d POINT CARD in the app, and click "Total Points". The history of points earned and used will be shown.
  • d POINT CARD
    Please click here.
Where can I check expiration dates of my points?
The ways of checking "History of points earned and used" are different depends on types of d POINT CARD. Please follow the instructions below for different types of d POINT CARD.
  • Mobile d POINT CARD(APP)
    Please open the Mobile d POINT CARD in the app, and click "Total Points". The history of points earned and used will be shown.
  • d POINT CARD
    Please click here.
What are the meanings of subjects in the history of point earned and used?
  • Points earned screen ‘Day of usage’ is the day such as when customer presented the d POINT CARD
    *There are cases when the day and time may differ from customer’s actual usage or a hyphen may be shown.
  • ‘Day reflected’ on earned screen is the day you actually earned the points.
  • ‘Date of expiration’ Is the expiration date of the earned points.
  • Display conditions may be changed by ‘Month of year covered’ or ‘Display option 1’ and ‘Display option 2.’
    ‘Display option 1’ can specify what should be displayed such as ‘Show only points earned’ or ‘Show only d POINT (limited period, limited usage).’ To display the content in more detail you can specify with ‘Display option 2.’
Please understand that the language displayed on this screen is English only.
I showed my d POINT CARD at d POINT Member Stores for earning points, but it does not appear in history of points earned and used.
There may be a few days delay before the point information appears in history of points earned and used. Also, points earned before card registration will not display on your history.

d ACCOUNT

What is d ACCOUNT?
d ACCOUNT is the customer ID required to use services such as d POINT.
I forgot the ID/Password.
If you forgot the ID/Password, please follow the procedures here.
My d ACCOUNT has been locked.
"When login fails several times continuously, your account will be locked for security purposes.
If your d ACCOUNT is locked, please reset the password here.
Can I delete my d ACCOUNT?
To delete your d ACCOUNT, please proceed to here.
*ID and Password are required.
*When the d ACCOUNT is deleted, registered information for this ID will be deleted and cannot be recovered back to the state before deletion.
*Even if you create d ACCOUNT again using the same ID, it will be handled as a different account and you will not be able to retrieve information from past accounts.
Login fails even though I enter ID and Password.
The ID or Password entered could be wrong.
Please pay attention when entering capital letters or small letters for the ID and Password.
How can I change account information such as ID or Password?
Please change account information from d ACCOUNT menu.
The message “Mail has been sent” showed up but I received no email.
Please check if the email address entered or the email address already registered is valid.
Also, you may not be able to receive the email if there is filtering set for such as your spam email.
Please allow receiving email from “@wdy.docomo.ne.jp.”
Is there any characters which cannot be used for ID/Password?
You can register your ID in favorite characters or email address. If you register in favorite characters, symbols cannot be used. If you register in email address, symbols used for email address can be used.
For the Password, 20 symbols #, $, %, (, ), *, +, -, ., /, :, ;, ?, @, [, ], _, {, }, and ~ are acceptable, but symbols other than these cannot be used.
What is linked service?
When customer information is to be linked for cooperation with other services, ‘Agree to linked service’ will display on your screen so please check the contents displayed thoroughly. After your confirmation, your information will be linked to the online service only when you agree to linked service. If you do not agree to linked service, your information will not be linked to the online service.

d POINT membership

Can I use the d ACCOUNT created on the DOCOMO registration site with L.POINT/HAPPY GO app.?
No, a new d ACCOUNT needs to be issued for point exchange service with L.POINT/HAPPY GO. However, the d ACCOUNT created with L.POINT/HAPPY GO app. can be used on the DOCOMO site.
My country is not listed in country of residence. Why?
Currently, we can only provide this service to the countries listed in member registration screen. DOCOMO plans to gradually expand the service to other countries.
What happens to the points of d POINT CARD if I cancel membership?
The points of your d POINT CARD will be no longer available and you will not be able to use those points.

Two-step verification

What is two-step verification? What merits does it have?
Two-step verification is an extra layer of security to prevent unauthorized access to your account. Except your ID and password, you will also need to enter security code at the time of login.
There are two types of two-step verification.

Strong (recommended)
Two-step verification is always required when you try to log in to a new device or an untrusted device tries to access to your account.
Once you recognized your frequently used brower as trusted device, you will not be asked for a security code the next time you log in by the same brower, therefore, you will be able to use d ACCOUNT safely and easily.

Weak (standard)
Two-step verification is required only when DOCOMO detects unsual/suspicious activities on your account.

For those who want to protect their accounts from unauthorized access by doing two-step verification every time when access from new device is detected, please change the setting to "Strong".

You can set up two-step verification here.
How do I set two-step verification?
Please set up two-step verification here.
Is it necessary to do two-step verification every time when I log in?
No. After two-step verification is set, you will be required to enter the security code for authentication at the first time. However, from the second time onward, two-step verification can be skipped on the same device.
Where will the two-step verification security code be sent?
Security code will be sent to your registered email address when d ACCOUNT is issued.
Two-step verification was set but I do not receive a security code.
A security code was sent to the registered email address.
If there is filtering set for such as your spam email, please allow receiving email from “@wdy.docomo.ne.jp.”
When you receive email on a mobile phone, please receive in a good communications environment.

Other questions

How can I change the information registered (e.g. name, country of residence, contact phone number, or parent/guardian information)?
Regarding to changes in registered user information, procedures can be made at here (English only).
What is the ‘Consent to provision to third party’ in the d POINT user information registration page?
It is a setting to allow DOCOMO to provide customer information to d POINT Member Stores, etc. It aims to provide valued information or coupons to customers and improve products and services. When customer information is provided to d POINT Member Stores, etc., DCOCOMO will make it difficult to identify particular customer, by deleting the name and phone number etc. or providing the statistics using graphs, charts, etc.
How can I refuse to have my information provided to third parties?
You can change the settings of providing information to third parties at here.
Please refer to ‘Consent to provision to third party’ to remove check box from ‘I agree to provide my user information to third party ’ The service of d POINT(earning and using) will still be available even if provision to third parties is stopped.
*Even when provision to third parties is stopped, minimum required information (d POINT CARD Number, amount of points available, information to protect those underage, etc.) will continue to be provided when customer uses the card at d POINT Member Stores.
*When provision to third party is not allowed, please note that you will not be able to receive information such as valued information and coupons targeting those in your area, age group, etc., and use some parts of benefits.
How can I cancel membership?
To delete your d ACCOUNT, please proceed to here.
*ID and Password are required.
*When the d ACCOUNT is deleted, registered information for this ID will be deleted and cannot be recovered back to the state before deletion.
*Even if you create d ACCOUNT again using the same ID, it will be handled as a different account and you will not be able to take over information from past accounts.
Can I cancel point exchange?
No, after point exchange is completed, a request to cancel will not be accepted.

Inquiry

I need more help.

Fill in online inquiry form to contact us directly.

【Notes】
1. Before you use online inquiry
Please acknowledge the conditions below.

  • Answers of general questions can be found at FAQ above. It is recommended to check FAQ above before proceeding to online inquiry.
  • It may take several days to reply your inquiry. Please note that specified time of reply is not acceptable.
    In some cases, we might not be able to answer your inquiry.
  • For those who registered or will register in L.POINT/HAPPY GO APP, please inquire of L.POINT/HAPPY GO accordingly.
    Contact window:
    • L.POINT: Please inquire with L.POINT APP menu
    • HAPPY GO
  • Our reply will be in English ONLY, please inquire in English ONLY.
  • Any inquiry regarding to modification of member information and conversion of points is not accepted.
  • The reply is for the specific customer. Revelation of the reply(partly or full) is forbidden.
  • Packet transmission charges may be charged while using online inquiry.

2. Information Collection and Use
The personal information, such as name, email address, residential country(or any other personal information in the inquiry), and the content of inquiry will be used in the following purposes.

  • To deal with the comment, request and inquiry.
  • To send documents such as catalogue.
  • Analysis purposes for improving products and services
  • Analysis purposes for customer services

Please acknowledge that in order to provide accurate answer for the inquiry, it may be necessary to transfer your inquiry to other related companies in DOCOMO group and other sales agency company.
NTT DOCOMO, INC. is responsible for taking security measures to prevent the information leakage. It will not disclose personal information to third parties unless there are requests from public agencies.

Online Inquiry

1. Category of your inquiry

※For those who registered or will register in L.POINT/HAPPY GO APP, please inquire of L.POINT/HAPPY GO accordingly.

2. Content

Only single-byte alphanumeric characters and symbols can be entered.

3. Your Name

Only single-byte alphanumeric characters and symbols can be entered.

4. Country/region of residence

Only single-byte alphanumeric characters and symbols can be entered.

5. Type of d POINT CARD

※Mailing software will be activated.

※Please do not change subject of the inquiry.
We might not be able to answer your inquiry if subject being changed.