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  • Overview:Welcome Suica Mobile User Malfunction and Issue Reporting Form

    If your Suica malfunctions or issues cannot be resolved by following the procedures and operations outlined in the FAQs, we will conduct an individual investigation and response. Please use this form to submit your report. However, please note that we may not always be able to reissue services that meet your expectations or provide support directly. In some cases, we may refer you to support from related companies.

    • *To accurately understand the cause and your current situation, please fill out all fields in the form below.
    • *It may take a week to 10 days for us to respond. During this time, please refrain from contacting us by phone or submitting repeat inquiries, as this may hinder the investigation.
  • Contact Email Address
    *
    *

    For confirmation, please enter your e-mail address again
  • Account Number
    *

    *Enter the Account Number listed under the "Account" tab in the app.


  • The Secret Keyword
    *

    *10 to 15 characters, uppercase and lowercase letters and numbers.
    *This is a keyword that you set when setting up your Suica.


  • What Kind of Malfunction or Issue?
  • Displayed Error Code (leave blank if none)
  • Date of Malfunction or Issue

    Example: 20250309


  • Time of Malfunction or Issue

    Example: 12:34 PM


  • If the issue can't be resolved, may we reissue your Suica?

    Once your application is received and the reissuance registration process is completed at the support center, the following functions (×) will not be available until you reset Suica after 5:00 AM Japan time the next morning. Additionally, Discount Passes will be reissued with an expired validity period.
    × Use or top-up of SF (electronic money)
    × Purchase, use, or refund of Discount Passes


    For more information about Suica reissuance, click here.

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  • Please describe the status of the malfunction or issue (up to 1000 characters).
    *
  • Important Notes
    • *This form is only for reporting malfunctions and issues.
    • *Depending on the details, we may not be able to investigate or address your issue.
    • *Our response will be specifically tailored to your inquiry; therefore, please refrain from reusing or redistributing any part of our reply.
    • *This form uses SSL encryption to securely transmit entered data, ensuring it is protected online.
    • *Emails from us will be sent from ＜info@mobilesuica.com＞. If your email settings block specific domains, please adjust them to receive emails from this address.
    • *info@mobilesuica.com is a no-reply address. We cannot respond to any emails sent to this address.
    • *Your personal information will only be used for responding to your inquiry.
    • *Depending on your hardware environment, the form may not display properly.
    • *This form uses JavaScript and Cookies. Please enable them in your browser settings.
    • *Responses may take time. Thank you for your understanding.
    • *If the email address provided is incorrect and emails from info@mobilesuica.com cannot be received, we will be unable to respond.
    • *Your personal information will be appropriately managed by JR East in accordance with its Privacy Policy and used solely for this matter. Your information will not be used for other purposes or shared with third parties.
    • *For details, please refer to the JR East Privacy Policy.
  • Details of Usage Status
    *
Please check your information and click the 「Check your entry」 button. A confirmation screen will be displayed.

Upon successful submission, you will receive a confirmation email from info@mobilesuica.com.

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