About the Service
How old do I have to be to use this Service?
You may apply if you are 18 or older and you have a credit card.
What happens if I forget my membership ID?
Your membership ID is a 10 digit number that you are given once you have completed membership registration. If you do not know your membership ID, then tap "Forgot Membership ID" on the App login screen, enter your name, date of birth and email address and you will be able to check your membership ID.
What happens if I forget my password when logging in?
If you forget your login password, then tap "Forgot password" on the App login screen to re-register a password.
- The re-registration of passwords must be processed from the same device you used when you registered for membership.
Can I change the email address, credit card information, IC card information and password I used when I registered for membership?
Please log in and select "Membership info." from "My Account"; you will then be able to change your membership information.
- In order to change membership info., you need to complete the process from the device you used when you registered for membership.
- You can make changes to your membership info. 24 hours a day. However changes to IC card information cannot take place between 0:00 am - 1:00 am (JST) and are only allowed if you have no active reservation (i.e., you have not entered the ticket gate).
I want to change my registered information or re-register a password but I am getting an "Error" screen.
If you are using a different device from the one you used to register for membership, then you will not be able to see/change your membership info.; re-register any forgotten passwords; or withdraw your membership. Please either use the device you used when you registered for membership, or re-register for a new membership.
Note that you cannot register for membership if you have reservations that have not yet been used, or where you have already entered the ticket gate. If you have reservations that have not yet been used, or where you have already entered the ticket gate, you need to print out your tickets or have the matter arranged at the station so that your reservations show as being used. Please claim a refund for any reservations that will not be used (note that a refund fee will be charged). It takes a few days between all reservations and refunds being cleared as completed and you being able to re-register for membership.
I can't register my credit card.
The credit card accepted for registration are card with Visa, Mastercard, JCB, American Express and Diners Club. Please note that if you are trying to register a debit card or a prepaid card, in some cases the card issuer may decide that the card cannot be used to register with this service since it is possible that payments may temporarily be deducted twice when processing a change or a refund, or that there may be an insufficient balance on the card.
Also, in some cases, credit card company may limit overseas settlement.
Please check that you are entering correct credit card number, expiration date and a password if you are using credit card company's personal authentication service. If you are entering all the information correctly and still not being able to register, please contact credit card company or please try with another credit card.
When I registered for membership, the sum of 1 Yen appeared as being used on the input screen of the personal authentication service provided by my credit card company; has this sum been charged to my account?
We use this to check with your credit card company that the credit card you registered with this Service is valid. Please don't worry, this is not actually recorded as a sale.
I don't know the password for my credit card company's personal authentication service.
If you are using your credit card company's personal authentication service for the credit card that is registered with this Service, then when you register for membership you will be forwarded to the credit card company's web page, where you will need to enter a password for the personal authentication service. Consequently, if you are not sure of the password, you will not be able to register for membership.
- Please ask your credit card issuer for the password for the personal authentication service.
Can I use a small-size credit card, or a credit card that has no physical substance for this Service?
Small-size credit cards (mini cards) and credit cards that have no physical substance (virtual cards) cannot be used for certain services, such as picking up "tickets" reserved under this Service, etc. We recommend that you register with an ordinary credit card.
What is an IC card? Can I not register or use this Service unless I have one?
IC cards that you can use in this Service are pre-paid IC cards that can be used across Japan to travel on main railways and buses, etc. (There are 10 types of IC cards that you can use)
Note that the registration of an IC card is optional. You can register for and use this Service, without registering an IC card. In this case, when using this Service please use your registered credit card to pick up your tickets before you travel.
Can't I register a debit card or a pre-paid card with this Service?
Due to the settlement mechanisms used for debit cards and prepaid cards, it is possible that a small amount of payment may be temporarily withdrawn when processing a user authentication during credit card registration or change, payments may temporarily be deducted twice when processing a change or a refund, or that there may be an insufficient balance on the card; consequently, in some cases the card issuer may decide that the card cannot be used to register with this service.
Are there cases that the payment will be deducted only by registering a credit card?
When using User authentication service (3-D Secure) for credit card registration, the purchase amount will be displayed as “1 Yen” but the actual payment will not be made. However, in the case of a debit card or prepaid card, a small amount of payment may be temporarily withdrawn (in this case, it may be withdrawn under the name of “SONY financial Tokyo” etc.); consequently, registration may not be possible due to the judgment of the card issuer. For details, please contact the card issuer.
I want to withdraw my membership with this Service; what do I need to do?
If you want to withdraw your membership with this Service, please log in, tap "Membership Info." from "My Account", and then select "Withdraw" shown at the bottom of the page.
- In order to withdraw membership, you need to complete the process from the device you used when you registered for membership.
- You cannot withdraw membership if you have outstanding reservations. Please process the withdrawal around two days after all reservations have been used or refunded.
Can I use Japan Rail Pass with this Service?
This Service cannot be combined with other tickets including the Japan Rail Pass. Also, the reserved seat you booked using this Service cannot be used as a reserved seat etc. of Japan Rail Pass after coming to Japan.
What's the difference between Tokaido Sanyo Shinkansen Internet Reservation Service and Japan Rail Pass?
Tokaido Sanyo Shinkansen Internet Reservation Service's features are as follows:
- You can purchase all train types of Tokaido Sanyo Shinkansen including fastest type of train "NOZOMI".
- You can board on a train without queuing at a station window by using Japanese IC card or picking up tickets at ticket vending machines.
- You can reserve seats of Tokaido Sanyo Shinkansen from one month prior to boarding date while you are at your own country.
- You can change a reservation as many times as you like, right up to the time your train departs.
- Please note that foreign transaction fee prescribed by the credit card company may be charged each time when making a charge.
For details about Japan Rail Pass, please see the official website (http://japanrailpass.net/en/)