Apple Pay Suica Inbound #6: Dead Battery FUD

Now that Apple Pay Suica Inbound is happening it’s interesting to see how people from abroad use and react to it. Some people worry a lot about iPhone dying on route before reaching the end station, a topic that Japanese users don’t mention much.

It is true that you do not want iPhone to die before reaching your Apple Pay Suica transit end point. Fortunately there are 2 easy things to do when your iPhone or Apple Watch battery runs low on route to get you through the final station gate.

1) Put iPhone in Airplane Mode, Apple Pay Suica works perfectly well without network access but few people realize this.

or

2) Power down iPhone until you reach your final station, when you get there power up and unlock iPhone just before going through the gate.

Some sites offer advice that could be misleading. Kevin Chen’s Creating a new Suica to use in Apple Pay is a decent explanation but suggests carrying a spare plastic Suica in case iPhone dies:

This could be inconvenient if your phone dies but you still need to take the subway home. To get the best of both worlds, keep your physical card active and generate a new Suica just for Apple Pay.

A backup plastic Suica for a complete start to finish trip is one thing, but some people will inevitably misinterpret that to mean either completing a transit with a backup plastic Suica or using it to pay whole fare if iPhone dies on route. You cannot do either one.

If the worst happens and iPhone really dies on route you must do 2 things:

1) Pay whole fare in cash, and only cash, at the end point.

and

2) Once your iPhone is charged take it to the nearest station and ask the station attendant  to reset Suica (clear the last transit information) so you can use it again.

With Suica coin lockers Suica acts as the electronic key in addition to payment so you must use the same Suica to unlock the coin locker. JR East says to call the help number listed above the Suica coin locker reader in case you run into any problems and need assistance.

Last but not least if the worst happens and iPhone dies, keep calm and be respectful with the station attendants. That way you’ll get the best help they can offer.

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smartEX Start Line: Quick Guide (U)

The English language version of JR Central-JR West smartEX, the Tokaido~Sanyo Shinkansen e-ticket service launched October 30. The EX App itself has been localized in English in the Japan App Store for some time now, the October 30 rollout is the debut of the English version smartEX App on the US, Australia, Singapore and Hong Kong App Stores and Google Play. What follows is a simple explanation and review for Apple Pay Suica users.

To understand the good and weak points of smartEX and see if it’s worth using or not, it’s important to look at the whole EX system: smartEX and its older sister service EX-PRESS Reservation.

smartEX comparison chart v2

EX-PRESS Comparison Chart

Background
smartEX and EX-PRESS both do the same thing from the same EX system: provide ticketless Shinkansen reservations and purchases for JR Central (Tokyo~Osaka) and JR West (Osaka~Fukuoka). EX-PRESS is the older of the two and was built with IC transit cards as the centerpiece: a special Shinkansen IC card used in tandem with regular IC transit cards. It is aimed at frequent Shinkansen business travelers and offers many kinds of discounts and services.

smartEX is the EX system repurposed for the mobile era. It does away with the special Shinkansen EX-IC card and only uses Apple Pay Suica, regular plastic transit cards or Mobile Suica on Android. smartEX is all about convenience over discounts and is aimed at the occasional traveler.

Transition from IC Cards to Mobile
But losing the EX-IC card means losing the ability to offer loyalty points, special discounts and other goodies tied to it. From the system infrastructure standpoint, migrating and repositioning EX to use regular transit cards instead of EX-IC, is starting over from scratch.

An interesting point is that JR Central-JR West have spent extra time and resources working with JR East to make EX interoperable with Apple Pay Suica and Suica App. This is strange when you consider that neither JR Central’s own transit card TOICA, nor JR West’s ICOCA have a Mobile Suica-like smartphone version ready to deploy on Apple Pay.

It’s almost as if smartEX is laying a foundation for Apple Pay Suica-like service down the line, either on a JR Central-JR West cloud service they build themselves or hosted on JR East Mobile Suica.

smartEX Preflight
To register and use smartEX you need 2 things: a Japanese transit card ID number and a credit card. Apple Pay Suica users must have Suica App installed to access their Suica ID.

I highly recommend preparing your Apple Pay Suica ID number before EX App registration. Copy Suica ID in Suica App then paste it into Memo app. It will be one long 17 character alpha-numeric string starting with “JE”. Put a few spaces between JE and the following 15 character string so that you can easily copy just the last 15 characters without JE.

smartEX Registration in EX
The international EX App registration process is different from the Japanese registration process I experienced a month ago: you do registration in the app itself, a much better less confusing process. The Japanese EX service started as PC browser portal in 2008; EX App is a fairly new addition so the browser registration requirement for Japanese users remains in place.

  1.  Register name, birth date, email, password, credit card with credit card verification, and transit card ID. Be careful to copy and paste just the last 15 characters of your Apple Pay Suica ID explained above. A collection of EX App registration screen shots is shown below.
  2. Login with your password. Unlike the Japanese EX App, Touch ID is not supported.

Your credit card verification step experience depends on your credit card bank; it can be jarring jump to a web page within the app. The transit card ID registration step requires selecting first 2 letters in one field, followed by manually entering the remaining 15 characters of the code in a separate field.

Once registration is complete you can access and update your smartEX membership information in EX App. I highly recommend verifying your membership information in EX App to make sure eveerything is correctly registered.

EX App e-ticket Purchase
In the login screen enter your smartEX password. The main screen is the Reserve a train search screen set for the current time and place.

  1. Select departure time, station points and tap search
  2. In select train check seat availability then tap the train that you want to ride
  3. Select the kind seating: smartEX Reserve, smartEX Non-Reserve. With Reserve you can choose a seat from the Select seat screen. You can also change the car you want to sit in.
  4. In the confirm your purchase screen tap Purchase

Be careful because once you tap Purchase e-ticket purchase is instant. You can change a reservation for free but a refund costs ¥300.

Comparison with Suica App
Comparing the EX App with Suica App is fun but a little unfair. Suica App is a UI window on the vast Mobile Suica ecosystem, while EX App is just Shinkansen e-ticket reservation and purchase that doesn’t download anything to the local device like Suica App.

That said, the EX App UI is light years ahead of Suica App Shinkansen e-ticket reservations, EX even offers group ticket purchasing. Suica App really shows it’s ugly i-mode heritage with a tedious and long menu drill down process. It takes twice as long as EX to make a reservation, seat selection and purchase. Forget group tickets, Suica App is strictly a one man show.

I really hope that JR East can modernize the rich Mobile Suica ecosystem and match the slick easy to use EX App UI experience.

Screen shot comparison of EX App (1-2) with Suica App (3-4) Shinkansen train and seat selection

Weak Points
As the comparison chart explains, smartEX is not about cheap Shinkansen e-tickets. Discounts are small, almost full price although smartEX offers better discounts with round trip ticket purchases and advance ticket purchases. If you want the best discounts, buy boring old paper Shinkansen tickets at any discount ticket shop.

As with any new service there are weak points like I experienced using smartEX. The current smartEX registration system has no way to validate Apple Pay Suica ID numbers or any plastic transit card. The only way to find out if everything works is the first time you use smartEX and Apple Pay Suica at the Shinkansen ticket gate.

One thing Apple Pay Suica users need to be extra careful of is that anytime you delete and reload Suica into Apple Pay, the system creates a new Suica ID for the ‘same’ Suica. You must update your Suica ID in EX App, otherwise your Shinkansen trip will end at the station entrance ticket gate.

Summary
As said before, smartEX is really just a start line of a new Shinkansen e-ticket service for the mobile era from JR Central-JR West. The centerpiece is the slick and easy to use EX App. However the launch has been rocky and many parts are missing: discounts are small, loyalty points are MIA, there is no Apple Pay support and for some unexplained reason the English EX App version removed the Touch ID/Face ID support of the Japanese EX App.

smartEX services will grow and expand as JR Central and JR West build their cloud infrastructure. Discounts and loyalty points will be added back in over time, TOICA and ICOCA will certainly join Suica on Apple Pay at some point. Hopefully these will come sooner rather than later.

Previous smartEX posts
My not smart Shinkansen trip with smartEX
Registration and smartEX purchase first impressions with the Japanese version
The smartEX start line

Update 11/2: The iOS EX App can now be downloaded.

Update 10/31: The web page is fixed now but the iOS EX App is listed as coming soon.


Update 10/30: the iOS version of EX App was pulled from the USA App Store after release earlier this morning. The JR Central English page is a mess, this is a rough launch.

Apple Pay Suica Troubleshooting #2

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C102 Error
When adding Suica to Apple Pay it does not appear to load completely and hangs during the “adding/activating” process. This can happen when iPhone has a poor network connection. If Suica App is installed it may show a “C102” error.

If Suica does not completely load in 10~15 minutes do the following:

Leave Wallet in that state until 5am Tokyo local time
This allows Mobile Suica Cloud to completely load your Suica information during the 2am~5am maintenance down time.

Then do the following:

  1. Make sure your iPhone has a good network connection
  2. Make sure you are not adding Suica during the Mobile Suica maintenance window: 2am~5am local Tokyo time
  3. Make sure you are logged into Apple ID and the iPhone Region is set to Japan
  4. In Wallet delete the Suica that is not loading.
  5. Tap the plus sign.
  6. Tap Next, and then tap Suica.
  7. The Suica card you deleted should be showing with the balance.
  8. Add the Suica to Wallet

The steps are exactly the same as Suica migration to a new iPhone, all on the same iPhone.

Troubleshooting Apple Pay Suica

fullsizeoutput_6528There are some things to remember when adding Suica to Apple Pay. These are well documented 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.

  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 romaji name restriction is strange because your can use romaji for Suica card names in Suica App and you can enter romaji when purchasing Suica at the JR station kiosk. There could be some incompatibility between the systems.

    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.

    When you add My Suica or Commuter Suica to Apple Pay you lose the ability to add an Unregistered Suica. Basically you can only have a single Unregistered Suica in Apple Pay. Anything after that has to be a My Suica or Commuter Suica.

    As noted above if you do not have Suica App and a Mobile Suica account the second Suica card name has to match the first. If you add Suica App and login to Mobile Suica you can edit card names.

    Last but not least please remember that the Suica Support number is 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. The 24 hour Suica Auto Recharge 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.
    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 this with using a JCB Line pre-paid card in Suica App. The student verification process is explained in Japanese here.