JR East has announced the causes of and countermeasures for issues that occurred with Mobile Suica on June 30 and July 1.
From 4:41 a.m. to 7:42 a.m. and from 8:10 a.m. to 8:58 a.m. on June 30, an outage in a third-party system involved in payment processing made it difficult to use the app to add funds or purchase and refund commuter passes, Suica Green Car tickets, and discounted tickets.
From 7:56 a.m. to 5:34 p.m. on July 1, access by users who had been unable to use the service due to the previous day’s outage coincided with commuter pass renewals at the beginning of the month. Access exceeded normal levels, placing the entire system under heavy load and making all online services unavailable or difficult to use.
The heavy load caused servers responsible for connections with external systems to become unstable, prolonging the recovery. JR East said it will progressively improve the processing capacity of the entire system, including external integration servers, to prevent prolonged service disruptions even in the event of third-party system outages or increased access.
As a result of the issues, users were unable to use or purchase Mobile Suica commuter passes, Suica Green Car tickets, and discounted tickets. Refunds will be provided for fares and other costs separately incurred using other IC cards or tickets. Details on eligible users and procedures are available on the Mobile Suica website.
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