What can I do if my Welcome Suica stops working?

If your Welcome Suica card stops working, even if the card is still valid and has sufficient balance, it may be due to one of the issues below. Please ask station staff for help.

• If your card is in a card holder, there may be something in it stopping the ticket gate from scanning your card properly
• Your card may not have been read properly the last time it was scanned at a ticket gate
• You used the card at a station outside the Suica area, and your card needs to be adjusted

If the issue is due to a malfunction of the Welcome Suica card itself, take the card and reference paper it to a JR EAST Ticket office and apply for a malfunction refund with JR staff.

Japan Experience is not able to provide any refund for a Welcome Suica card.