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Malfunction and Issue Report Form
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■■■Please note that during the extended holiday period in Japan (late April to early May), responses may take longer than usual. Thank you for your understanding.■■■
Customers using Suica with the Welcome Suica Mobile app can report any issues or troubles through the form. We will diagnose and investigate the Suica in question and respond via email. However, if no abnormalities or issues are found with the Suica, we may guide you to contact Apple Care, etc.
[Please read before inquiring about charging]
If an error occurs and the charge fails, a temporary record of the attempt may be reflected in the card usage notification email or statement at the time of the charge attempt. However, this amount will not be billed unless it is reflected in the charge balance and will be deleted after a certain period (varies by card company). Due to the nature of debit cards, the amount may be temporarily deducted from the account and refunded later. For more details, please refer to the links below:
If the issuance of Suica in the Welcome Suica Mobile app has not been completed, please inquire using this form:https://apfaq.mobilesuica.com/faq/show/7160?site_domain=wsm
[Malfunction and Issue Report Form]
Notes on using the form (please read before inquiring)
- Please refer to and try the guidance (solutions) published on the Frequently Asked Questions site first.
Fill out all items in the form accurately. - If the registered information is not accurately registered/entered, support may not be available.
Be sure to check the receipt of the automatically sent email (subject: We Have Received Your Request via the Special Form (Welcome Suica Mobile)) after making an inquiry (sending). - If it is stored in the spam folder, subsequent guidance may also be the same.★ If you enter the contact email address incorrectly, you will not receive the guidance.
- We will respond within two days after the inquiry (sending), but it may take longer depending on the case/situation. Please refrain from duplicate submissions and parallel inquiries by phone or chat. Depending on the content of the inquiry, we may not be able to respond. Also, we do not respond by phone.