JR East already announced the end of Mobile Suica Shinkansen eTicket Service in March 2020 and is busy building a new eTicket system that will start April 1, 2020. This is a huge change, glitches are sure to happen along the way.
A big glitch happened yesterday evening May 24 at 18:00: the Mobile Suica Shinkansen eTicket service went down. Some Apple Pay Suica users experienced performance issues with Suica Recharge in Wallet and adding new Suica cards to Wallet during the outage, Mobile Suica users on Android were affected as well. All services were restored as of May 25 5:30 am local Tokyo time.
During the service outage Mobile Suica users on iPhone (Suica App) and Android (Mobile Suica App) who purchased Shinkansen eTickets could not download purchased eTickets to their device, make any online changes to purchased eTickets, or purchase new eTickets.
JR East will refund any Mobile Suica Shinkansen eTickets that were purchased or could not be used during the service outage. JR East also stresses that any unsuccessful Suica Recharge attempts are not charged to bank cards. See the JR East Support page (Japanese language only) for details and use the link to apply online for a eTicket refund (Japanese language only).
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