Yes, a visit to a physical station office is probably necessary for those of us who aren't fluent Japanese writers/speakers to resolve [MENTION=335036]socalgecko[/MENTION] particular issue. Mobile Suica recently introduced more online contact methods like chat support in Japanese. More and more companies are offering English support channels via phone/web (Kuroneko Yamato, JP Post) or chat, too, so there's some hope for the future.

I've gone to a small non-touristy city station office to resolve a lost named Pasmo card with Tokyo Metro and we used google translate to communicate more clearly. Just be patient - to say that Japanese companies have diagnostic and procedural manuals is an understatement.

I'd visit a JR major station office if possible (best outside rush hour) and write down my issue in case their English is better in written format (very common), google translate if needed, and show/demo the issue. Some JR East stations have tourist offices that should have a staff member who can help translate if needed but I'd try the regular ticket office first. Tourist offices are experts at exchanging JR passes and making seat reservations for JR Pass users between Airports, Tokyo, Kyoto, and Osaka in a few languages ;p After that, you get a variety of skill levels for non-tourist JR transactions while the regular office agents would be more likely to be trained on what is mostly a domestic user service.

It isn't possible to link a mobile Suica and regular physical IC Suica card to the same pot of funds. It is an offline stored value card so even a single mobile suica card can only be tied to a watch OR phone under the same MySuica. I just carry a backup IC card. Mobile Suica largely works throughout Japan at major stations, big 3 combini chains, and shops near/at the station around foreign tourist destinations. Non-Tokyo regional bus networks which do accept IC are also improving their IC compatibility (flat touch pad reader, but not necessarily non-local IC compatible).

If you are going to major cities along shikansen routes or mostly tooling about Akiba (where cash is still useful for small collectible shops), don't worry and be patient when transferring Mobile Suica between phones. Sometimes waiting mysteriously resolves issues as evidenced by prior posts in this thread and Mobile Suica periodically has scheduled server side maintenance windows. I go to somewhat unusual places including a 24 hour ferry's cafe & vending which accepted Suica but doesn't always have a cell signal (unless you're tied to the ship docomo satellite resources) & no wifi. Sufficient power outlets, though. This IC interoperation chart is helpful if you travel to similar less international touristed destinations https://upload.wikimedia.org/wikiped...nection_en.svg

AtaDistance's blog is a great resource for understanding Mobile Suica if you're curious and also has basic setup + help in English. Here's his post on Super Suica https://atadistance.net/2018/10/10/a...an-and-beyond/ It isn't necessary to get so involved in the detailed workings as long as you have a compatible device and since you upgrade every year, you will. The only caveat is when Apple borks an iOS/device release and degrades Mobile Suica performance or accuracy. AtaDistance is a good resource to check before major upgrades if you're going on a trip soon. Someone(I) usually also cross post problematic updates here if there is an issue.