As of June 15th, you can no longer send, request, receive, claim, or withdraw money with the old Google Pay app. For these features and more, download the new Google Pay app and visit support.google.com/googlepay for tips and support.

Fix issues with e-money (Japan only)

Important: This article is for Google Pay customers in Japan.

If you have issues with e-money cards for Suica, Edy, Waon or Nanaco, try these troubleshooting steps.

Issues with updating your e-money card

If you have issues updating your e-money card:

  1. In the Google Play store, update the Google Pay app.
  2. Update your Osaifu-Keitai app.

Issues with paying with your e-money card

If you have issues paying with your e-money, contact your e-money provider.

Issues with charging your e-money card

If you have issues charging your e-money card: 

  1. In the Google Play store, update the Google Pay app.
  2. Update your Osaifu-Ketai app.
  3. If the issue isn't resolved, contact our support team.

Tip: You can also charge e-money in-store with cash.

Issues with adding your e-money card

If you have issues adding an e-money card:

  1. In the Google Play store, update the Google Pay app.
  2. Update your Osaifu-Ketai app.

Issues with renewing your commuter pass

The feature to renew a commuter pass is temporarily unavailable in Google Pay. In the meantime, you can renew your pass in the Mobile Suica app.

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