Apple Pay Suica • PASMO Basic Troubleshooting

Basic troubleshooting issues are covered on the JR East Suica Apple Pay English language support page and the Apple Pay PASMO English language support page. Common issues are explained below in more detail, and also include using Suica App or PASMO App to resolve issues not covered in English language Suica and PASMO support pages. Make sure you perform troubleshooting outside of the Mobile Suica • PASMO 2 am ~ 4 am JST maintenance window.

Apple Pay Suica•PASMO troubleshooting boils down to two basic issues: network issues and plastic card transfer issues

Network Issues

  • Poor network connection causes an error when adding /transferring / removing a Suica•PASMO digital card or recharging with Apple Pay. Poor network connection errors codes: C007/C102/C110/1030/1050/1210/2040

Adding / transferring / removing digital Suica•PASMO cards
When adding Suica•PASMO, transferring to a new device or from iPhone to Apple Watch, or removing the card from Wallet, Wallet appears to hang during the process. Suica App may show a “C102” error.

Apple Pay Suica•PASMO 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. When Apple Pay Suica•PASMO 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 or PASMO App may display one of the following error numbers: 1030/1050/1210/2040.

In all 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 / Mobile PASMO 2 am~4 am JST maintenance window
  4. Open Suica App or PASMO App (you do not need a registered account for this operation)
  5. Tap the red explanation mark if you see one on the card

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

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

If the Suica•PASMO 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.

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

This means there are some issues that the Mobile Suica / Mobile PASMO systems will clear during the maintenance period. Simply wait for the end of the next 2 am~4 am JST maintenance window, then re-add the card.

**Troubleshooting notice for Apple Pay Commuter Suica users: Suica App 3.0 introduced a new process when re-adding Commuter Suica cards. There are cases when re-adding a Commuter Suica to Wallet the stored fare balance may be 0. Don’t panic if this happens, your stored fare is not lost. This is done so that commuter passes can be re-added and used immediately even if there are remaining stored fare issues to fix during the Mobile Suica nightly maintenance reset. The previous stored fare balance is restored via the Suica Pocket option in Suica App and will show up as a Suica App notification.

Trouble transferring a plastic Suica•PASMO to Wallet
If you have problems transferring a plastic Suica•PASMO card to Wallet there are documented tips on the Apple Support page If you can’t transfer Suica or PASMO cards to your iPhone or Apple Watch in the “Try to add a Suica•PASMO 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. As noted in the Apple page when you transfer plastic My Suica or Commuter cards to Apple Pay you need to enter date of birth. But there are card naming restrictions to be aware of:
    • My Suica, personalized PASMO, or Commuter Suica and PASMO cards that use romaji names or international phone numbers are not supported by Apple Pay.

      The best thing to do if your iPhone cannot transfer plastic Suica•PASMO to Apple Pay is to take your plastic card the nearest JR station or PASMO member station and tell the station attendant that you want to re-issue your card with a katakana name. This is also the thing to do if your plastic Suica card is a very old Suica format that iPhone cannot read. Re-issue of a plastic Suica•PASMO at the station is free.
  2. If you are trying to add a second Suica or PASMO card to use with Apple Pay, make sure the name on the second card matches the first name on your My Suica, or Commuter Suica or PASMO card. If you have different names on multiple cards, download and register in Suica or PASMO App. (Card names can be changed to any preference in Suica or PASMO App)

  3. Make sure that your plastic card is resting on a flat non-metallic surface. Rest the top of your iPhone on the middle of the card. Keep it there until the transfer completes, which can take up to a minute. It might also help to hold your card and iPhone in your hand. (Non-metallic is the keyword here)
  4. Make sure that the value on your Suica or PASMO card doesn’t exceed 19500 Yen. (The card SF balance limit is ¥20,000)
  5. You can add a combo credit card + Suica•PASMO card by tapping Credit or Prepaid Card in Wallet. Only the credit card will be added to Apple Pay. The Suica•PASMO card cannot be added, and the balance of the card remains on the plastic combo card.
  6. Certain Suica and PASMO cards (like Student Commuter Suica cards) might need to be verified before you can add them to Apple Pay. For additional functionality of Suica or PASMO cards in the Wallet app, download and register within the Suica app or PASMO app on your iPhone.

    Be aware that Suica App / PASMO App are Japanese language only. Go to my Suica App • PASMO App Guide for English language help. Student Commuter cards are complicated because Apple Pay Commuter Suica•PASMO purchase and renewal requires a credit card and 18 is legal age for credit cards. Students can work around the no-credit card problem with using a Line pre-paid card registered in Suica App / PASMO App. The student verification process is explained in Japanese here.