Q.What should I do if I lose my QR-Ticket for a product of this Service?
○If you lose your QR-ticket before entering a ticket gate
You can board the train by picking up your ticket using your pickup code or by using your IC card for public transportation after specifying the IC card. If you can log in, you can also have a QR-ticket re-issued.
If you do not use any of these options, please report the loss of your QR-ticket to staff and purchase a non-discount ticket on the same terms of use (i.e., for the same section, train, class of service, etc.) as the lost ticket, and please complete the change or refund procedure for the unused reservation made through the Service, before the departure time.
○If you lose your QR ticket after entering a ticket gate
Please repor the loss of your QR-Ticket to the station staff or train crew and puchase another ticket with the same conditions of use (same section, train, facilities, etc.) as your los QR-Tikcet reservation, but without the discount.
* At that time, we will prove the loss of ticket on the newly purchased ticket.
- If you have the credit card used to make payment or the "Seat Information" that was issued when you passed through the ticket gate then, once a member of staff at the disembarking station has checked the status of your reservation, you will be refunded for any tickets that have been validated as repurchased. For more details, please ask a member of the Shinkansen staff at the disembarking station before you exit the ticket gate.
- Even if you take home a ticket validated as repurchased, you can obtain a refund for your original reservation (less the normal refund charge) if you take it to a JR Central, JR West or JR Kyushu station with the repurchased ticket within one year of the date following that on which the card was lost and the ticket reissued; note that this only applies if there is no record of the lost QR-Ticket being used to exit any ticket gate.
You can board the train by picking up your ticket using your pickup code or by using your IC card for public transportation after specifying the IC card. If you can log in, you can also have a QR-ticket re-issued.
If you do not use any of these options, please report the loss of your QR-ticket to staff and purchase a non-discount ticket on the same terms of use (i.e., for the same section, train, class of service, etc.) as the lost ticket, and please complete the change or refund procedure for the unused reservation made through the Service, before the departure time.
○If you lose your QR ticket after entering a ticket gate
Please repor the loss of your QR-Ticket to the station staff or train crew and puchase another ticket with the same conditions of use (same section, train, facilities, etc.) as your los QR-Tikcet reservation, but without the discount.
* At that time, we will prove the loss of ticket on the newly purchased ticket.
- If you have the credit card used to make payment or the "Seat Information" that was issued when you passed through the ticket gate then, once a member of staff at the disembarking station has checked the status of your reservation, you will be refunded for any tickets that have been validated as repurchased. For more details, please ask a member of the Shinkansen staff at the disembarking station before you exit the ticket gate.
- Even if you take home a ticket validated as repurchased, you can obtain a refund for your original reservation (less the normal refund charge) if you take it to a JR Central, JR West or JR Kyushu station with the repurchased ticket within one year of the date following that on which the card was lost and the ticket reissued; note that this only applies if there is no record of the lost QR-Ticket being used to exit any ticket gate.