Welcome Suica Mobile

On June 30 and July 1, customers experienced difficulties accessing online services, such as topping up via the app.
We sincerely apologize for the significant inconvenience and disruption this caused our customers, including during the subsequent emergency maintenance. We are truly sorry.

■Available Services
・Use of charged balance and previously purchased a Pass
・Top up from the Welcome Suica Mobile app or Wallet app.
・Purchase of Suica Green Car Tickets
・Purchase of a Pass
・Receiving/restoring a Suica in the Wallet app (reissue/resetup)
・Device change, reissue, and membership cancellation (account closure)

*Due to high traffic and other factors, it may take longer than usual to access the service. In such cases, please wait a while and try again later.

■ To re-set up a Suica card that was deleted from your device
Please re-set up your Suica card in the “Wallet App.”
For instructions on how to do this, please refer to the following page:
https://apfaq.mobilesuica.com/faq/show/6916?site_domain=wsm

■ If a message such as “The operation is still in progress. Please try again later” appears, please follow the instructions on the page below.
https://apfaq.mobilesuica.com/faq/show/6936?site_domain=wsm

■Top-up / If you receive a notification on your credit card statement, etc., even though the purchase of a Suica Green Ticket or a discount ticket has not been completed even if the transaction fails, your card issuer may still process a “debit from your account” or send a “transaction notification.” However, please rest assured that you will not be charged for the amount until it has been added to your Suica balance or the purchase of a Suica Green Ticket or discount ticket has been completed. If the amount has already been debited from your account, it will be refunded at a later date. (*)
*Please note that we are unable to provide information regarding transaction notifications or refund timelines. Please be sure to contact your credit card issuer directly.
https://apfaq.mobilesuica.com/faq/show/6912?site_domain=wsm

■ Regarding Inquiries and Requests Concerning “Suica Green Tickets” and “Discount Tickets” That Could Not Be Used or Refunded
We will provide updated information on the Welcome Suica Mobile website and other channels.
We apologize for the inconvenience and ask that you refrain from submitting duplicate requests or inquiries.

We sincerely apologize for any inconvenience or trouble this may have caused our customers.