Cashless is fast and convenient? Point app mania reality check

My partner wanted to pick up some cheap t-shirts on bargain sale at Uniqlo yesterday. The Asagaya station building Beans shopping mall has all the latest cashless options but very bad network service so Uniqlo checkout was a comedy routine. First he brought up the Uniqulo app to get Uniqlo points, then I brought up my JRE POINT app to earn JRE POINT, then he finally paid with QR Code dBarai (docomo). But for each app launch and load we had to run to the store entrance to capture enough network connection for the apps codes to load. The staff is very used to this and suggest customers do so when apps didn’t load, patiently folding clothes while they run back and forth. I asked the cashier if this happens all the time. She smiled and nodded. “Cash is probably faster isn’t it?” She smiled and nodded.

Gosh, just when we thought cashless was going to free us from the so called inconvenient drudgery of cash along came smartphone reward point apps that bog down the whole cashless checkout experience, neatly killing off the supposed time saving advantage. You stand in line while the checkout customer fiddles with smartphone, digging around in an app to find the right coupon code thing. You feel smug until it’s your turn and the networks sucks, the discount coupon doesn’t load and bam, you’re holding up the line too. It has gotten to the point where Nikkei XTECH has provided an Apple Pay help article for faster checkout that explains the benefits of using Apple Value Added Services. Will Apple Pay VAS dPoint and Apple Pay VAS PONTA really help us? Probably not as they only work at LAWSON.

There is another checkout trend I see recently. With price increases everywhere people are using cash a lot more, even at places like in-station Beck’s Coffee Shop. Every customer has a Suica but more young people are keeping it in their pocket and plucking down ¥10,000 yen notes for ¥300 ice coffee. Why? I think it’s Kakebo culture at play, it’s easier to budget with cash payments and the small slightly inconvenient physical routines that accompany it. It’s not about doing everything with cash, but good old tsukae-wake compartmentalization helps keep focus and tamps down the impulsiveness when doing everything cashless. Another way of spreading the risk in these uncertain times.

iOS 16 Wallet: expanding the Apple Pay experience, aka Suica auto-charge for the rest of us

iOS 15 added big new features to Wallet, expanding digital keys from cars to include home, office and hotels and ID in Wallet driver licenses for the first time. There were smaller but important UI changes too. A new add card screen offered new categories making is easy to add transit cards regardless of the device region and quickly re-add previous Wallet items from iCloud. iOS 15 was all about Wallet to the extent that Apple now advertises it as a separate thing from Apple Pay with a separate web page, and even referred to Apple Pay as “one of the most important areas of Wallet” in the WWDC keynote. Very interesting.

iOS 16 moves the focus back to Apple Pay and making digital payments more useful, practical and universal. The WWDC22 Keynote announced Apple Pay Later, in-app ID card verification and key sharing. Apple Pay Later is one aspect of several new Apple Pay functions unveiled in the What’s new in Apple Pay and Wallet session.

Multi-merchant payments: In our online world we can never be sure how many sub-merchants are involved when we order something and how our card information is shared. In multi-merchant Apple Pay, multiple payment tokens are issued for each merchant in the same transaction, preserving user privacy, with the iOS 16 Apple Pay paysheet showing a breakdown of each sub-merchant charge. This feature works mostly on the backend, but showcases how smartly the Apple Pay Wallet team design features to ‘just work’ securely for merchants and customers.

Automatic Payments
My favorite iOS 16 feature as it addresses a lot of interesting use cases, much more than just Apple Pay Later installments which fall under:

Reoccurring payments, which include things like installments and subscriptions, basically any regularly scheduled payment. With the recent Starbucks Japan price increases, I decided to sign up for the new JR East Beck’s Coffee Shop subscription plan. Up to 3 cups a day for ¥2,800 a month. A pretty good deal for commuters like me. The Beck’s subscription service is subcontracted out to an interesting online business venture company called Favy that uses Sign in with Apple to create an account. Payment however is manual credit card entry with the onerous, ubiquitous 3D Secure sign-in. Pass issue and serving size selection (M=¥50, L=¥100 extra) is done in Safari. It works well enough, but canceling or getting payment details is a real Safari expedition. It would be a much better, and faster, customer experience doing it all in Apple Pay.

Automatic Reload: this is the real money feature for me because it plays on the classic snag of using Apple Pay Suica…recharge. All pre-paid cards are a catch-22. Japanese users love them because they like the “I know how much money I’m adding to my card” aspect of manual recharge, but there’s the inevitable, you know you forgot about it, bing-bong ‘please recharge’ transit gate alarm when Suica balance is short.

JR East offers Suica Auto-Charge (auto-reload) as a feature of their VIEW card. The auto-charge option works great with Apple Pay Suica but like all transit card auto-charge, it is tethered to the transit gate NFC system. This means the users gets instant, seamless auto-charge but only on the operator’s transit gates. Suica auto-charge does not work outside of the Suica and PASMO transit gates, not at store terminals, not in other transit card regions like JR West ICOCA. This limitation is a big customer complaint, I and many others would love Apple Pay Suica auto-charge to work everywhere.

Apple Pay automatic reload takes care of this problem very nicely. Suica would recharge anywhere because the card balance ‘trigger’ and reload process is done via Apple Pay instead of JR East transit gates and the Suica system. JR East could keep auto-charge exclusive to their VIEW cards as they do now or easily, selectively expand it. Either way they would greatly increase the usefulness of VIEW and Suica by supporting the new Apple Pay automatic reload feature. The possibilities are are pretty exciting.

Order tracking
Another very useful feature I think people will love using. The addition of QR/barcodes in the Apple Pay sheet is a first and will greatly shorten the order pickup~delivery process. The best use case of Apple Pay and bar codes that I can think of.

ID verification in apps
This is where ID in Wallet gets real. Wallet app has TSA airport checkpoint verification built-in but that’s not going to help all the government issuing agencies, not to mention software developers, around the world who want to implement digital ID verification to unlock various digital services.

JR East for example has centered their whole Super Suica MaaS Cloud initiative around ID PORT and the ability to match various region or age based services (discounts, special fares, etc.). In other words JR East and their sub-merchant or local government agency want to know where I live and how old I am. This is all provided on the Japanese government My Number digital identity card launching later this year on Android, and Apple Wallet later on. But I don’t want my personal details going everywhere. If the MaaS campaign app or website only needs to know that I live in Tokyo and am over 60, that’s the only info I want to give them. This is what the new PassKit ID request APIs in iOS 16 do: give apps only the information they need to perform a verification for a service and nothing more.

Key sharing
Nothing big here, but it does address one iOS 15 Wallet shortcoming for home, hotel keys which that could not be shared and expanded share options beyond mail and messages. I’m doubtful Apple includes office keys in the bargain but the fine print reads: available on participating car brands and access properties. We’ll find out when iOS 16 ships.

And then there’s Tap to Pay on iPhone. It’s really not an Apple Pay function to me because it turns iPhone into a very handy and portable NFC payment terminal, but it makes sense branding wise. Just say Apple Pay for making…and accepting payments. Anywhere the merchant has their payment provider POS app and a network connection, they are ready to go. This is big. Apple has lined up an impressive number payment providers in a very short time who are happy to leave all the hardware certification and secure element management to Apple and focus on software. I can practically feel the intense interest from Japan where local payment providers would love to leverage the global NFC capable iPhone for seamless EMV and FeliCa payment services. It could be an interesting Apple Pay year.

Apple removes region requirement for Suica, swaps recharge with top up and other updates

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.

Suica remains the first, and best, truly region free transit card because you can “pay for transit rides and make purchases with just a tap,” and all Wallet payment cards that support in-app payments are good for adding money to Suica (and PASMO).

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.

Add a Suica or PASMO card to Apple Wallet: no more region settings

iOS 15.4 Face ID with a mask restores the Apple Pay Suica Express Transit experience

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.

I also wonder if QR Code payment apps have brainwashed young people into thinking they have to open an app for every payment and transit gate. There are enough user comments on social media to suggest people open Suica App in the mistaken assumption they need launch Suica App to use Suica. Imagine doing that every time you want to use Express Transit Suica…head scratchingly pointless.

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.

The Weekly

2022-03-14 Spring Cleaning

Mobile Suica day pass support started March 12

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.

March 12 saw two big launches, Suica 2 in 1 nolbé card with wide Gunma area bus support, and the Chichibu Railway joining PASMO. As the Yahoo Japan news blurb says, it’s finally possible for to ride all transit in Saitama Prefecture with just a Suica or PASMO.


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.

JR East Off Peak Point Service update