Welcome Suica Mobile

Outages/issues

You can view guidance that matches your situation. Please use the provided link. https://apfaq.mobilesuica.com/faq/show/7697?site_domain=wsm Show Detail

Replace device due to malfunction

If you would like to replace your device due to a malfunction, please check the following link. https://apfaq.mobilesuica.com/faq/show/6899?site_domain=wsm 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

Outages/issues

We will provide guidance tailored to your situation. Please select the issue or trouble that applies. Show Detail

Lost or stolen devices

If you lose the iPhone or Apple Watch on which you set up Suica, please try the following steps. https://apfaq.mobilesuica.com/faq/show/6900?site_domain=wsm 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

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

Suica has disappeared from my device.

If your Suica disappears from your device, you can use it again by reconfiguring it. (https://apfaq.mobilesuica.com/faq/show/6916?site_domain=wsm) [Note]... Show Detail

Due to errors, a Suica Pocket was issued by the support center. How can I receive a refund?

If you can no longer use your Suica, the support center will provide you with a dedicated link by email. After receiving the email, please complete the colle... 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