- Welcome Suica Mobile > Problems and Errors with Charging the Card Balance > My Suica's balance does not appear to change when I top-up the card or use the balance.
My Suica's balance does not appear to change when I top-up the card or use the balance.
Answer
This issue is not caused by the Welcome Suica Mobile app or the Suica system in general. The Welcome Suica Mobile Support Center cannot assist with this issue. Please refer to Apple's guidance (https://support.apple.com/en-us/118266) or contact Apple Care if needed.
*If an error occurs while on the top-up screen, please check the following.
1. Confirm top-up completion
Open the Wallet app and check the transaction history. If there is no history, your top-up was not completed, and even if it temporarily appears on your credit card statement or usage history, you will not be billed.
If you used a debit card, the amount may be temporarily deducted from your account due to the nature of debit cards. It may take one to two months for a refund. We are unable to provide information on the timing or methods of refunds for credit/debit cards. Please contact your card issuer for assistance.
2. What to do if the top-up was completed
Try your device's Service Mode settings .(https://apfaq.mobilesuica.com/faq/show/6888?site_domain=wsm)
The top-up balance in the Welcome Suica Mobile app reflects the Suica in your Wallet app. After confirming a correct top-up balance in your Wallet, follow these steps to update what is shown in the Welcome Suica Mobile app.
Steps
· Launch the Welcome Suica Mobile app
· Tap the "Refresh" icon in the top-left corner of the Suica tab
· When the app fetches new Apple Pay information, your Suica balance will be corrected.
*During data updates, past usage deductions that were not previously reflected may also be newly reflected in the Suica balance in the Welcome Suica Mobile app.
*When topping up a digital Suica card set to your Apple Watch, communication issues with the paired iPhone may delay updating the balance.
■ Please note
If the top-up balance is not shown correctly or takes time to update, repeated top-up operations will result in multiple deductions from your credit/debit/prepaid card, which cannot be canceled or refunded.