Sometimes it takes Apple support pages a while to acknowledge the current reality of iOS. iOS 15 Wallet brought ‘region free’ transit cards with an improved UI so that allowed Apple Pay users from anywhere to add transit cards directly in Wallet. Apple support document HT207155 “Add a Suica or PASMO card to Apple Wallet“ removed the ‘device region set to Japan’ requirement in an April 29, 2022 update, some 6 months after the iOS 15 release.
‘Region free’ transit cards are not all equally region free however: some transit cards only accept locally issued Apple Pay cards for adding money. This is the case for Hong Kong Apple Pay Octopus and all Chinese T-Union brand transit cards (too many to list). Octopus does offer a surprisingly user unfriendly iOS Octopus for Tourist app for tourists add Octopus to Wallet, that unfortunately locks in usurious currency exchange rates.
There are also some interesting tweak updates in the companion support doc: Use Suica or PASMO cards on iPhone or Apple Watch in Japan. The first is Apple going all in with the UK English ‘top up’ as the default English word for adding money to prepaid cards. Why not stick with regional differences? Does Apple want America to become a cultural extension of Great Britain or something? Recharge was used previously in the US doc version though I suspect most Americans use reload. ‘Top up’ is too quainty UK English for my tastes, sounds like drinking. I’ll stick with recharge.
The other change is an expanded Check the balance section that now includes If your Suica or PASMO card balance doesn’t update, with a link to a fairly new support doc, “If your transit card balance doesn’t update in Apple Wallet.” If there is one common complaint from Suica and PASMO users it is that the sometimes sluggish Apple Pay recharge process, usually due to a poor internet connection, occasionally results in the balance not updating. As the Apple doc states: the truth is always in the recent transactions list.
The last new tweak is a new section: Get a refund for purchases made with your Suica or PASMO. It has good advice that should have been there from Apple Pay Suica launch day, “return the item to the same terminal where you made the purchase before you use Suica or PASMO to make another purchase using Apple Pay.”
Unfortunately Apple failed to update has the Use the Suica or PASMO app section, leaving some very outdated and incorrect information. Shinkansen eTicket service in Suica App ended back in March 2020, and Green Car tickets were never available in PASMO app.
I guess they were too busy swapping American English with British English to notice the errors.
The April 19 launch of SBI Neobank Mastercard debit card support for Apple Pay was a bit unique: the first time that a plastic issue Japanese debit card came to Apple Pay and the first Apple Pay Japan debit card supporting the FeliCa iD payment network. Another interesting aspect is that only the Mastercard version supports Apple Pay, the VISA version is plastic only with VISA Touch (EMV contactless) support.
There are plenty of bank app issue digital only debit cards from JCB, Mizuho, MUFG and others on Apple Pay. These all work on JCB’s QUICPay (FeliCa) and J/Speedy(EMV) payment networks. Apple Pay Japan supports many different mobile payment network cards thanks to Mobile FeliCa support, by far the largest selection of Apple Pay payment networks in the world: EMV (VISA, Mastercard, AMEX, JCB), iD, QUICPay, Suica, PASMO, nanaco, WAON. But VISA issue debit cards are not supported even though there are many, not a single one on Apple Pay.
Wasn’t this taken care of by the May 2021 Apple and VISA JP agreement? For credit cards yes, one year later they are still at odds over FeliCa support in debit cards. VISA Japan brand debit cards are VISA Touch EMV contactless exclusive, single mode cards. VISA JP credit cards are dual mode EMV/FeliCa for plastic and smartphones, but not debit cards. We don’t know the reason but debit cards deifintely fit the budget customer category while credit cards come with credit checks, perks and card membership fees for upscale cards.
As an easily available budget card, VISA cuts costs by dumping the dual mode EMV/FeliCa IC chip and transaction fees for the convenience of using FeliCa iD/QUICPay payment networks. In other words VISA keeps all transaction fees for themselves while marketing the shit out of VISA Touch as the greatest thing since…whenever.
All of the other card brands in Japan have dual mode NFC as standard. Not VISA, they’re playing the long game of eliminating FeliCa payment network competition. This stupid polarizing single flavor NFC position only served to give QR Code payment networks (PayPay, Line Pay, etc.) a huge opportunity that they smartly played. End result: more payment network competition than ever before.
Apple on the other hand has a very simple rule for all Apple Pay Japanese issue cards: they must support FeliCa and all EMV cards are global NFC dual mode. Was this the price for adding FeliCa support to Apple Pay? Perhaps, I think it’s more to do with the Apple Pay vision of removing complex and confusing hardware choices, the Google Pay Japan mess, for standard ‘just works everywhere’ NFC. Has this been successful? Very...just ask Suica.
Express Transit is the best and most natural way of using Apple Pay. It first came to iPhone with Mobile Suica in 2016, expanding incrementally until finally going wide with iOS 15 Wallet. Suica has been around so long in Tokyo that younger generations don’t know anything else, it’s ubiquitous. Used global NFC iPhones and Osaifu Keitai are ubiquitous too so there are a lot more people using Mobile Suica, and complaining about it.
Mobile Suica complaints aren’t a bad thing. All those bad Suica App reviews on the App store and complaints on Twitter mean that people use Mobile Suica enough to download Suica App, register an account, use it, then go online and complain. It’s a gold mine of information, invaluable feedback telling us what trips users up at transit gates, a user base with 15 years of mobile transit experience. Any transit operator looking to implement good mobile transit service would greatly benefit from studying strengths and weaknesses of Mobile Suica, the worlds largest, oldest and most widely used mobile transit card service. Unfortunately nobody bothers to do so.
Tight pants + face masks = Face ID fuckups As always, most Apple Pay Suica problems boil down to Face ID issues that disable Express Transit. Mobile Suica support even has a dedicated help post it puts out regularly. Face/Touch ID and Express Transit are joined at the hip. When Face/Touch ID is disabled, Express Transit is also disabled, a passcode is required to turn them on again. From the iOS 15 user guide: you must always enter your passcode to unlock your iPhone under the following conditions:
You turn on or restart your iPhone.
You haven’t unlocked your iPhone for more than 48 hours.
You haven’t unlocked your iPhone with the passcode in the last 6.5 days, and you haven’t unlocked it with Face ID or Touch ID in the last 4 hours.
Your iPhone receives a remote lock command.
There are five unsuccessful attempts to unlock your iPhone with Face ID or Touch ID.
An attempt to use Emergency SOS is initiated.
An attempt to view your Medical ID is initiated.
You might think a passcode unlock is always the same, however there are surprisingly different Express Transit results at the gate show in the following video clips.
The first video shows Express Transit in normal action when Face ID (or Touch ID) and Express Transit mode are on. This is exactly what Suica users expect at transit gates and store readers. When it doesn’t work like this every single time, they complain. The second video shows a passcode request after restarting iPhone (#1), not something that would happen in real world use but I wanted to show the different kinds of passcode requests.
The third video is the most common one: the Apple Pay screen appears with a passcode request (#5-five failed Face ID attempts when wearing a face mask), this is exacerbated by Face ID Raise to Wake which is why I recommend that Face ID users turn it off when wearing face masks. There is a similar but separate issue when a user inadvertently pushes the side buttons (#6-emergency SOS • iPhone shut down), this happens more than you might think because side buttons are easily pressed when iPhone is in a tight pants pocket, especially when iPhone is in a case which is pretty much everybody.
The last video shows manual Apple Pay card selection and authentication when an Express Transit is not set, this is also how Apple Pay works on open loop transit systems without Express Transit support such as Sydney’s Opal.
An interesting side note about Japanese transit gate reader design UI. The blue light NFC reader hit area not only makes a great big visual target, it tells us the gate is ‘ready and waiting’. Notice how the blue light goes off when the reader is busy with a card transaction, then blinks on again ready and waiting for the next card. Watch the above videos carefully and you’ll notice the blue reader light stays lit with every false read attempt. Only when the correct card is brought up does it blink off and complete the transaction. When there’s a real problem the blue light changes to red.
This is simple, clever and user friendly design as your eyes are naturally focused where your hand is but you don’t see the design anywhere else except the new OMNY system readers. Copying the Japanese gate reader UI design is a smart move by Cubic Transportation Systems and MTA but their LED screen NFC hit area combo design appears to be somewhat fragile. The green ‘GO’ might seem like a nice touch but I suspect it subliminally makes a use wait for it. More feedback isn’t always better. Every millisecond wasted at the transit gate is a bad design choice.
Fixing Face ID iPhone users in America only became aware of Face ID shortcomings thanks to COVID face mask mandates. Yes Virginia, Face ID sucks with face masks and Express Transit users in New York and London came face to face with issue #5: five successful Face ID attempts disables Face ID and Express Transit. It got so bad that MTA pleaded with Apple to ‘fix Face ID’. Apple dribbled out some Face ID “fixes” that didn’t fix very much.
I find it fails me too often on the daily commute and in stores, usually at the very moment I need to launch dPOINT or dPay apps at checkout. I also get the feeling that Apple Watch battery life takes a hit too… If it works for you that’s great, but the Unlock with Apple Watch end user experience will be all over the place.
Also telling was that online Face ID/Express Transit complaints continued to grow despite the iOS 14.5 feature. Unlock with Apple Watch is a one trick pony, it unlocks a Face ID iPhone when a mask is detected, nothing more, no Apple Pay, no Face ID fix.
iOS 15.4 introduced Face ID with a mask for iPhone 12 and later. This is the first true fix for using Face ID with face masks, finally doing all the work Face ID does from unlocking iPhone to authenticating Apple Pay and apps. It’s not perfect as it doesn’t fix Face ID for earlier iPhone X-XS-11 models, and there are trade offs as it reduces Face ID security for the convenience of keeping your face mask on. In my experience Face ID with a mask on iPhone 13 Pro is certainly an improvement but slower and less successful than using Face ID without a mask. Face ID with a mask is also somewhat quirky. It doesn’t like strong backlighting, some users report frequent ‘look down’ requests depending on the their type of face and glasses.
The iOS 15.4 update is out. The biggest feature by far is Use Face ID with a Mask. It makes daily iPhone use a much better experience for those wearing face masks with iPhone 12 and later. Even though America and other countries are rolling back face mask requirements, many Japanese will probably keep them on even if Japanese authorities follow the maskless trend. Wearing a face mask has become such an ingrained second nature that people wear them even when it doesn’t make sense, like walking in an empty park at a night.
When it comes to using Suica you might think Express Transit mode removes all Face ID with face mask Apple Pay issues. Here’s the thing, Suica is easily the most used Apple Pay card in Japan and the most used transit card on the Apple Pay platform. You still need Face ID authorization to recharge a Suica in Wallet, and there’s the Face ID misread problem. 5 Face ID misreads deactivates Express Transit Mode that Suica users depend on.
The Face ID with face mask misread problem is big enough that JR East Apple Pay Suica support reissued a notice outlining the causes. 5 Face ID misreads is very easy to do when wearing a face mask and it deactivates Express Transit Mode without any UI feedback or alert, tripping up Express Transit Suica users at the transit gate or store reader with a passcode prompt. Unexpected passcode prompts at transit gates or bus exit readers with people behind you are flustering ‘I wanna go back to plastic’ experiences.
The good thing is that iOS 15.4 Face ID with a face mask solves this mess…finally. In Japan that’s big. Face ID with a mask restores the Express Transit Suica and the whole Apple Pay user experience to what it was before Face ID. It’s too bad that Apple didn’t have this feature in place back at the iPhone X launch because Face ID without the ‘use with a mask’ option seriously dented the whole Apple Pay and Express Transit experience. That omission was a big design failure on Apple’s part. At the very least Apple should have included distinct and clear UI notification so users could tell when Face ID misreads had disabled Express Transit mode.
iOS 15.4 Face ID with a mask is long overdue. Between the iPhone X NFC problem and the 5 Face ID misreads disable Express Transit problem, the stellar Suica experience on Face ID iPhone has been a long slow disaster. iPhone Face ID users in Asia complained about the Face ID with face mask issue for years but this fell on deaf ears. Why did it take a COVID crisis for Apple to fix it?
Hopefully Apple leadership has finally learned an important lesson, with improved, highly secure, face mask friendly Face ID and better Express Mode status feedback coming to a future iPhone near you.
Mobile Suica App Day Passes As promised Mobile Suica added day passes starting March 12. These are digital versions of the 4 day passes available for plastic Suica at JR East station kiosks: Nobiri Holiday, Tokyo Free Pass, Tokyo Ward Pass, Yokohama-Minatomirai Free Pass. Day passes are ‘same day’ purchases, valid from the first train through the last train of the purchase day.
Mobile Suica day passes are purchased via the smartphone app (Suica App on iOS, Mobile Suica on Android) and can be added to any Suica card displaying in Suica App that does not have a valid commute plan attached (expired commute plan Suica can be used). See the Suica App guide for purchase details.
Greater Kanto area Suica and PASMO extensions March is always a busy month for transit companies, on the bright side new schedules go into effect and new services launch, on the not so bright side some older services are terminated. COVID has hit all transit very hard, but there are some good changes too such as increased Suica and PASMO Transit IC card use instead of paper tickets, and the extension of those networks.
Off Peak Commuter Suica Point Service Extension Last but not least, the JRE POINT Off Peak Point Service campaign for Commute Suica cards (plastic and Mobile Suica) is being extended for another year, 2022-04-01~2023-03-31. The point service is being tweaked a bit. Instead of offering different point rewards for ‘early’ and ‘late’ commute times, the same points are given for both designate off peak times. The update also gives more points after 4 commuter pass transits in the same month. The program promotes commuter pass use and the updated point schedule doesn’t up the monthly max but it does offer max points to all Suica commuter users now, not just late off peak users.