Welcome Suica Mobile

I received a "Welcome Suica Mobile Refund Paper" from the support center. Where can I get a refund?

If a Welcome Suica Mobile Refund Paper is issued by the support center due to errors, you can receive a refund at the following locations: -JR East Suica h... Show Detail

My Suica is not responding at station gates or readers at store registers.

To use Welcome Suica Mobile, you need to ensure your Suica is properly configured. Please confirm the following. [Item 1] Have you set your digital Suica... Show Detail

My device powered off before exiting the gate.

If you powered off your device yourself or the device's battery is completely drained, the Suica cannot be used. If your device becomes unusable while travel... Show Detail

I cannot unlock the locker I locked using the Suica.

During the use of the locker, your device may have malfunctioned, or your Suica ID number may have changed . In such cases, please contact the locker's mana... Show Detail

I would like to ride the Shinkansen using the balance on my Suica, but I cannot tap through the S...

The following causes are possible. · The stored fare (SF) balance is 1,000 JPY or less 　→ Please top-up your Suica with the amount necessary to cover your ... Show Detail

An error (incomplete transaction/duplicate transaction) occurred while paying with the balance on...

If an error occurs during payment with the balance on your Suica, please inform store staff immediately. Verify the receipt and the Suica balance together an... Show Detail

I see an error that my "Suica cannot be used" when trying to pay for something with the Suica bal...

Suica from the Welcome Suica Mobile app have an expiration date and become unusable 180 days after issuance. If you wish to use a Suica again, re-register wi... Show Detail

A fare greater than what my travel distance was deducted at the ticket gate.

This issue may occur if the Suica is not properly tapped at the transfer station's automatic ticket gate during a train journey. In such cases, the fare dedu... Show Detail

The Suica was expired when I opened the app.

Suica from the Welcome Suica Mobile app have an expiration date and become unusable 180 days after issuance. If you wish to use a Suica again, re-register wi... Show Detail