Apple Pay Suica Basic Troubleshooting

Basic troubleshooting issues are covered on the JR East Suica Apple Pay English language support page. Common issues are explained below in more detail and include using Suica App to resolve issues not covered in the JR East support page.

Suica troubleshooting boils down to two basic issues:

  • Poor network connection causes an error when adding Suica to Wallet or recharging Suica with Apple Pay.
  • Creating or adding a Suica card causes an error because there is already a Suica card attached to your Apple ID but not showing in Wallet.

Poor network connection errors codes: C007/C102/C110/1030/1050/1210/2040

1) Adding Suica/Migrating Suica/Deleting Suica
When adding Suica, migrating Suica to a new device or from iPhone to Apple Watch, or deleting Suica: Wallet appears to hang during the adding/activating or deleting process. Suica App may show a “C102” error.

2) Apple Pay Suica Recharge
One important thing to remember is that even if you see multiple failed charges on your bank card, these are temporary charges that will not be processed. If Apple Pay Suica Recharge fails or hangs, don’t panic. Cancel the recharge process by hitting the sleep button, then check to make sure iPhone has a robust network connection, sometimes it helps to toggle Airplane Mode on and off to clear a bad connection. Try recharge again. If recharge still fails Suica App may display one of the following error numbers: 1030/1050/1210/2040.

In all poor network error cases do the following:

  1. Restart iPhone
  2. Make sure your iPhone has a good network connection
  3. Make sure you are not in the Mobile Suica maintenance window: 2am~5am Japan Standard Time
  4. Open Suica App (you do not need a Mobile Suica account for this operation)
  5. Tap the red explanation point if you see one on the Suica App card (if applicable)

This will clear most error problems. If it does not clear the problem the next steps are:

  • Confirm that you are logged into the same Apple ID used to add Suica
  • Set device Region to Japan.
  • Remove Suica from Wallet.
  • Wait 10 minutes.
  • Tap the plus sign in Wallet, tap Continue, tap Suica.
  • The Suica card you removed from Wallet should be showing with the balance.
  • Add the Suica card to Wallet.
  • Return device Region to your preferred setting.

In some rare cases you may get this screen when attempting to re-add Suica in Wallet:

This means there are some issues that the Mobile Suica system will clear during the maintenance period. Simply wait for the end of the next Mobile Suica maintenance window: 2am~5am Japan Standard Time, then re-add Suica.

If the Suica card deletes from Wallet but appears hung as “Deleting” in the iCloud device list, sign out of Apple ID on your iPhone, restart the device, then login with the same Apple ID.

Trouble adding Virtual Suica
If you already have a Suica card that was deleted from Wallet but is parked on iCloud, you may get a C107 error when trying to create a new Suica with SuicaENG.

  • Confirm that you have a robust network connection.
  • Set device Region to Japan.
  • Tap the plus sign in Wallet, tap Continue, tap Suica.
  • The previous Suica card you removed from Wallet should be showing with the balance.
  • Add the Suica card to Wallet.
  • Return device Region to your preferred setting.

Trouble transferring a plastic Suica to Wallet
If you have problems adding plastic Suica to Apple Pay there are documented tips on the Apple Support page Get help transferring Suica cards to your iPhone or Apple Watch in the “Try to add a Suica card” section. These are reproduced below with some extra notes.

  1. Your birthdate is required only if you’re trying to add a My Suica or Commuter Suica card to Apple Pay. Use the same date of birth that you entered when you purchased your plastic Suica card.The three basic Suica card varieties are: Unregistered, My Suica and Commuter. Suica App lets you create an Unregistered Suica without a Mobile Suica account but My Suica and Commuter require a Mobile Suica account to create in Suica App.If you lose a plastic Unregistered Suica created at a JR station kiosk, it’s lost for good. My Suica and Commuter plastic Suica are registered with the JR East system when issued and can be re-issued at the station if lost. The re-issue cost of a lost Suica at the station is ¥510.As noted in the Apple page when you add My Suica or Commuter plastic cards to Apple Pay you need to enter date of birth. Apple Pay and the Mobile Suica backend create a kind of “soft” Mobile Suica account when those kind of Suica are added so that they are easily matched to the JR East system and recovered when deleted from Wallet. But there are card naming restrictions to be aware of:

    My Suica and Commuter Suica cards that use romaji names or international phone numbers are not supported. Pasmo and other transit cards are not supported.
    The best thing to do if your iPhone cannot transfer plastic Suica to Apple Pay is to take your plastic Suica the nearest JR station and tell the station attendant that you want to re-issue Suica (with a Japanese name). This is also the thing to do if your plastic Suica card is the very old variety that iPhone cannot read. Re-issue of a plastic Suica at the station is free.

     If you are trying to add a second Suica card to Apple Pay, make sure the name on the second card matches the first name on your My Suica and Commuter Suica card. If you have different names on multiple cards, download and register in the iOS Suica app, and call Suica Support at 050-2016-5077 (Japanese language only).

  2. Make sure that your plastic Suica card is resting on a flat non-metallic surface. Rest the top of your iPhone on the middle of the Suica card. Keep it there until the transfer completes, which can take up to a minute. It might also help to hold your Suica card and iPhone in your hand.
    Non-metallic is the keyword here.
  3. Make sure that the value on your Suica card doesn’t exceed 19500 Yen.
    The Suica card pre-paid (SF) balance limit is ¥20,000.
  4. You can add a credit card with a Suica balance by tapping Credit or Prepaid Card in Wallet. Only the credit card will be added to Apple Pay. The Suica card cannot be added, and the balance of the Suica card remains on the plastic credit card.
    JR East View Cards are combination credit card/Suica card. When adding a combination card to Apple Pay only the credit card portion is added.
  5. Certain Suica cards (like Student Commuter Suica cards) might need to be verified before you can add them to Apple Pay. For additional functionality of Suica cards in Apple Pay, download and register within the Suica app on your iPhone.
    Be aware that Suica App is Japanese only. Go to my Suica App guide page for English language help. Student Commuter cards are complicated because Apple Pay Commuter Suica purchase and renewal requires a credit card and 18 is legal age for credit cards. Student can work around the no-credit card problem with using a JCB Line pre-paid card registered in Suica App. The student verification process is explained in Japanese here.