My Suica won’t work
Step out of the flow of passengers. Use the same card or phone you entered with, then check the gate message. If the reason is unclear, go to the staffed gate.
Do this now
- Look for an IC-compatible gate. Remove other contactless cards from the reader area and hold your card or phone still.
- If the display says insufficient balance, use a compatible charge or fare-adjustment machine, or ask staff. A phone needs a charger that accepts phones.
- If your balance is enough, ask staff to check the previous journey. Tell them where you boarded; do not buy another ticket just to clear the error.
Which situation are you in?
The balance is too low
Top up or settle the fare with staff. Cash is a useful fallback if your wallet top-up fails.
There is money on the card
A previous entry or exit may be incomplete. Station staff can check the travel record.
I am at a Shinkansen gate
An ordinary Suica balance alone is not a Shinkansen ticket. Check your booking and its assigned ticket or IC card.
このICカードで改札を通れません。乗車記録を確認していただけますか。
I can’t get through the gate with this IC card. Could you check my travel record?
You can take a screenshot to keep this message handy.
Before you continue
A physical Suica, an iPhone and an Apple Watch can hold different cards. Use the exact card or device used to enter. Welcome Suica has an expiry date; unused balance is not refundable.
Related questions
Should I keep tapping?
If a careful second tap fails, step aside and ask staff. Repeated tapping does not fix an incomplete journey.
Does Suica work everywhere?
No. Participating areas accept it, but not every route or journey across IC areas is supported.
Sources & checking
Source review: 17 September 2026 · Desk research, not a field test. Service conditions can change.