【au PAY】I cannot log in to the au PAY app
If you are having trouble logging in to the au PAY app, try the following methods.
If the message "Please turn off Wi-Fi" [Wi-Fiをオフにしてください] is displayed and you cannot log in.
Once Wi-Fi is turned off, you will be able to log in by pressing the "Login" [ログインする] button.
- You will need to turn off Wi-Fi and use data transmission of au, UQ mobile (5G compatible plan), or povo1.0.
Turn off Wi-Fi by tapping the Wi-Fi icon in the Quick Settings panel for Android or the Control Center for iPhone. After turn off Wi-Fi, tap on "Login" [ログインする].
- After logging in, you can turn Wi-Fi back on.
If the message "Please turn off VPN service" [VPNサービスをオフにしてください] is displayed and you cannot log in.
Once VPN service is turned off, you will be able to log in by pressing the "Login" [ログインする] button.
For how to turn off the VPN service, please contact your VPN service provider.
After turning off the VPN service, tap on "Login" [ログインする].
- After logging in, you can turn the VPN service back on.
If you are a Norton user and cannot log in
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1
Tap on "Security" [セキュリティ] under "My Norton" [マイノートン] in the Norton app.
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2
Tap on "Internet Security" [インターネット セキュリティ].
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3
If the switch on the right of "Safe Web" [セーフウェブ] is ON (with the white circle to the right), tap on it.
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4
Open the au PAY app when the switch on the right of "Safe Web" [セーフウェブ] is OFF (with a white circle to the left).
- After logging in, you can turn the switch back on.
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