Review Insights · App Store
Suica
East Japan Railway Company · 387 ratings · ★ 2.6
2.6
★★★★★
387 ratings
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Top complaints - extracted from 73 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"english"
36 negative reviews mention this · 49% of all complaints
★★★★★ "Not for anyone who doesn’t know Japanese. Everything is in Japanese. There are SOME screens where you can select convert to English. But not many and all the other screens are a guessing g game. MAKE ONE IN ENGLISH please." - MovieChiMan
2
"suica"
20 negative reviews mention this · 27% of all complaints
★★★★★ "Poorly optimized app. Trying to register and link my Suica ID, the official website tells me to do it on the app. The app (even if I use a translator) does an awful job indicating you where to go, and only links you back to the website when trying to link accoun…" - A.jking
3
"card"
19 negative reviews mention this · 26% of all complaints
★★★★★ "Terrible app. What a poorly written app! And the Suica card in the wallet is bad as well. You can’t reserve a seat, so you take an open seat, but then have to move if someone reserved the seat. You can end up moving multiple times. My recommendation woul…" - JCWKane
4
"japanese"
16 negative reviews mention this · 22% of all complaints
★★★★★ "Not for anyone who doesn’t know Japanese. Everything is in Japanese. There are SOME screens where you can select convert to English. But not many and all the other screens are a guessing g game. MAKE ONE IN ENGLISH please." - MovieChiMan
5
"version"
16 negative reviews mention this · 22% of all complaints
★★★★★ "English version. Is there a English version?" - Big boy 559
6
"japan"
16 negative reviews mention this · 22% of all complaints
★★★★★ "Not for anyone who doesn’t know Japanese. Everything is in Japanese. There are SOME screens where you can select convert to English. But not many and all the other screens are a guessing g game. MAKE ONE IN ENGLISH please." - MovieChiMan
7
"english version"
14 negative reviews mention this · 19% of all complaints
★★★★★ "English version. Is there a English version?" - Big boy 559
8
"apple"
13 negative reviews mention this · 18% of all complaints
★★★★★ "Impossible to get help. Suica worked fine in Japan but it’s impossible to get help with Wallet balance when you need it. My first deposit to my Suica card in my Apple Wallet, which I did a few weeks before arriving to Japan appeared to be successful at first. My b…" - jazzlyno
9
"doesn"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Not for anyone who doesn’t know Japanese. Everything is in Japanese. There are SOME screens where you can select convert to English. But not many and all the other screens are a guessing g game. MAKE ONE IN ENGLISH please." - MovieChiMan
10
"other"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Not for anyone who doesn’t know Japanese. Everything is in Japanese. There are SOME screens where you can select convert to English. But not many and all the other screens are a guessing g game. MAKE ONE IN ENGLISH please." - MovieChiMan
11
"wallet"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Terrible app. What a poorly written app! And the Suica card in the wallet is bad as well. You can’t reserve a seat, so you take an open seat, but then have to move if someone reserved the seat. You can end up moving multiple times. My recommendation woul…" - JCWKane
12
"help"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Impossible to get help. Suica worked fine in Japan but it’s impossible to get help with Wallet balance when you need it. My first deposit to my Suica card in my Apple Wallet, which I did a few weeks before arriving to Japan appeared to be successful at first. My b…" - jazzlyno
📋 All 73 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Not for anyone who doesn’t know Japanese
Everything is in Japanese. There are SOME screens where you can select convert to English. But not many and all the other screens are a guessing g game. MAKE ONE IN ENGLISH please.
English version
Is there a English version?
Wrong language
Not in English
Inservible
Fue inútil descargar esta tarjeta electrónica. No me mandaron el QR y no la pude usar. Mi dinero se quedó en la tarjeta
Poorly optimized app
Trying to register and link my Suica ID, the official website tells me to do it on the app. The app (even if I use a translator) does an awful job indicating you where to go, and only links you back to the website when trying to link accounts. What is the point of an app if all it does is circle you back to the website in a loop?
Need English
Need English
Terrible app
What a poorly written app! And the Suica card in the wallet is bad as well. You can’t reserve a seat, so you take an open seat, but then have to move if someone reserved the seat. You can end up moving multiple times. My recommendation would be to get some talented programmers and fix this.
Doesn’t support English
I get it, it’s to be used in Japan, but Japan makes a lot of money from tourism -> English speaking idiots like me can’t use the app.
And yes, I have my region and preferred language set but the app ignores it.
And yes, I have my region and preferred language set but the app ignores it.
Impossible to get help
Suica worked fine in Japan but it’s impossible to get help with Wallet balance when you need it. My first deposit to my Suica card in my Apple Wallet, which I did a few weeks before arriving to Japan appeared to be successful at first. My balance was updated and the money was withdrawn from my credit card. But weeks later once in Japan, my balance was suddenly showing 0 and had no history of the charge, even though my credit card still was never refunded. It’s been months and the initial deposit never appeared.
For support, Apple directs you to the Suica website. The Suica website just takes you in circles, and eventually directs you to Apple FAQ, which basically tells you to contact Suica if things aren’t working. The only way I found to get in touch directly with Suica was for its “welcome card” assistance, but my inquiry there was auto rejected because my card was a normal Suica card, not a welcome card, and thus it was missing the welcome card details it asked for. In the inquiry response, there is no way to reply- the automatic email just tells you to submit again.
So I’m stuck having paid for something that I never received. Not awesome.
For support, Apple directs you to the Suica website. The Suica website just takes you in circles, and eventually directs you to Apple FAQ, which basically tells you to contact Suica if things aren’t working. The only way I found to get in touch directly with Suica was for its “welcome card” assistance, but my inquiry there was auto rejected because my card was a normal Suica card, not a welcome card, and thus it was missing the welcome card details it asked for. In the inquiry response, there is no way to reply- the automatic email just tells you to submit again.
So I’m stuck having paid for something that I never received. Not awesome.
it doesn't have language options
no language options
Only japanese
How hard is it to translate an app? Do better
Utterly disgusted
大量の批判を受けたえきねっとから一体何を学んだのか？国民として悲しいです。
The worst app ever
This app has serious issues - charging with a credit card almost never works.
The overall UX is terrible. Credit card top-ups only succeed occasionally, and I’ve had to waste a lot of time just trying to use the app. Please fix this.
クレジットカードででのチャージがほぼ成功しない、非常に問題の多いアプリです。とにかくUXが最悪です。クレジットカードでのチャージは、たまにしか成功せず、このアプリを使うために多くの時間を割かれます。何とかしてください。
The overall UX is terrible. Credit card top-ups only succeed occasionally, and I’ve had to waste a lot of time just trying to use the app. Please fix this.
クレジットカードででのチャージがほぼ成功しない、非常に問題の多いアプリです。とにかくUXが最悪です。クレジットカードでのチャージは、たまにしか成功せず、このアプリを使うために多くの時間を割かれます。何とかしてください。
No Apple Pay or English.
This app has been out for years and still hasn’t adapted an English version or translation, so it’s hard to read this app. Also. No Apple Pay. This app is way behind and I don’t get why or how they don’t understand how much having both of these features will help them? Or maybe they don’t want English speaking people that have Apple Pay using this app…? It’s strange.
NO ENGLISH
Plz put an English translation in this app everyone would benefit from it!
DO NOT USE SUICA
Use PASMO or literally any other IC card. If any issues arise your account will be bricked and it makes it a headache to travel. PASMO is far easier and much more convenient to use
Only available in Japanese
Really needs a way to translate to other languages.
Not in English
How can anyone outside of japan use this?
Only support JAPANESE
it doesn’t even have English version.
No English support or sign up instructions
My suitcase card on iPhone wallet does not work outside of JR east trains in Tokyo.
I thought installing app but no English support at all.
Skip it.
Get physical card
I thought installing app but no English support at all.
Skip it.
Get physical card
Poor app
I completed the membership registration, and paid the 1000¥ fee. After doing so, my card was not showing up in the app or in my Apple Wallet. Issue persisted even after restarting iPhone and switching region from US to Japan. Also failed to add Suica Card to both iPhone and Apple Watch. Terrible experience, will try to get refund.
One star baby
Where is interface in English? I ain’t got no time to study foreign languages boooiiiiii
Was kinda scammed
It just charged me 6 usd and that was it, no card, no money. Do not use the app.
No English?!
No thanks
English
The app is only in Japanese
No English Version
Good app for Americans
Don't bother, just use Apple Wallet
You can get and load the suica card directly through the Wallet app -> + (new card) -> Transit Card.
Don't waste your time trying to blindly tap through the menus in this app.
Also at time of writing (June 2024) Visa cards do seem like they're accepted for adding balance to the suica in Wallet, so maybe the issue with Visa cards mentioned in other reviews has been resolved.
Don't waste your time trying to blindly tap through the menus in this app.
Also at time of writing (June 2024) Visa cards do seem like they're accepted for adding balance to the suica in Wallet, so maybe the issue with Visa cards mentioned in other reviews has been resolved.
Not in English
I was recommended this app by community of tourists going to Japan but it’s in Japanese I can’t read anything.
Unnecessarily painful
Consider creating/adding a SUICA card on Apple Wallet directly and skipping this mess of an app!
English option??
As I’m riding the high speed train to Tokyo from Narita and dumbfounded the app creators/owners find it THAT difficult for an option to select ENGLISH on this app?!?!
Don’t bother
None of the links work on the registration page on an IPhone 14 Pro.
suica english version
there is supposed to be a suica app in english called suicaeng. doesn't exist in app store. a guy at kevinchen.co has a method of turning the suica app into english but i haven't tried it yet. you think not making an english suica app is cuckoo. wait until you try to buy shensenken train ticket on line from japan railways! good luck. yu'll need it!
Upgraded Local Train Usage FAIL & lack of English interface
I thought all I had to do was get a mobile Suica. When when I learned I couldn’t buy an upgraded seat on the local train without registering I was still encouraged! Until……I was told I must download the APP which has zero English interface and even when I found someone willing to translate and help me through it only accepts Japanese information. Like it wouldn’t take my phone number or zip code. Bad on all fronts for foreign travelers
English
need english version
Terrible
Couldn’t charge from credit card
The app is glitched
The app is glitched. The company does not respond. Trains are better in other countries.
hostile
the most user hostile software i can remember coming into contact with
Broken
Visa credit cards didn’t work for over a month. During usage, my Suica stopped working a lot. For example, if you swipe into a station and then leave that station for whatever reason, then it gives you obscure error messages.
English
Please have an English version….
Not localized
Only provides Japanese text. Strange for an app JR wants travelers to use.
Just Find Through Apple Wallet
Don’t download this app.
I downloaded it an spent an hour screen shooting an using google translate.
Had to translate into Katakana…
Couldn’t finish registering.
Go to your Apple wallet, Search Suica under Transport. Easy. Done.
I downloaded it an spent an hour screen shooting an using google translate.
Had to translate into Katakana…
Couldn’t finish registering.
Go to your Apple wallet, Search Suica under Transport. Easy. Done.
No English
There is no English option.
ログイン画面が出ない
ログイン画面が出ないのに、会員登録しようとすると、すでに登録されていると出るだけで、ログイン画面が出ない。ログインの仕方、場所がわからない
Not for non-Japanese
Oddly ther is no option for English version which is a shame because this is the only way to use your IC card to purchase high speed rail ticket (to Kyoto-Osaka). So essentially worthless app for American tourists who don't read Japanese. We will have to buy tickets old fashioned way. I was expecting more from the Japan rail company !
No English
Not having English form so long is disappointing to your visitors and people how live here and don’t know Japanese
App’s faulty payment contractor makes this useless
For over 9 months now a “temporary” issue has prevented JR’s payments processor from accepting VISAs issued overseas for Suica charging and purchasing some ticket types in their machines.
It’s not COVID anymore, foreign tourists ARE BACK and yet this persists.
It’s not COVID anymore, foreign tourists ARE BACK and yet this persists.
Complicated
They make it so complicated. For those who just want to have a digital commuter card, the app is asking for way too much and offering for too little. Face ID, names must be in Kana, fail to put in password twice will get you locked up, and very often forcing you to update the app right in the worst timing.
Any other language?
What’s so hard about adding a few other languages to the app and help out those who visit Japan frequently or live there temporarily? I mean just having a Google translated version is better than nothing.
Typical Japan Garbage
My Suica no longer allows u.s. credit card use.
Awful
Confusing interface with too many options. Frequent errors when trying to charge the card.
+ 23 more in the clipboard copy
Sentiment summary
36%
Positive (4-5★)
8%
Neutral (3★)
56%
Negative (1-2★)