1. Home
  2. Inquiries & FAQs
  3. Boarding & Ticket Pick Up

Boarding & Ticket Pick Up

What should I do if I forget both my registered credit card and my IC card?

Please log in to this Service before the train's scheduled departure time and use one of the methods listed below.

If you change the credit card that is registered and then change your reservation, you will be able to pick up your tickets using the credit card you registered after the change.

Please change your registered IC card and then use the IC card you registered after the change to board.

Please note that you will not be allowed to board by simply showing the "Reservation Complete" screen on your device.

Can I board an earlier train than the one I reserved?

You may board an earlier train than the one you reserved if it is for the same boarding date and a non-reserved seat (this does not include Hayatoku products).
"Hayatoku Products" are discounted subject to special "Terms of Use" and are only valid for the train/facilities reserved (they cannot be used to travel on the same train and use other facilities on that train. Nor can they be used to travel on another train - including in non-reserved seats.) Please note that you will need to purchase the required tickets separately and pay the normal Limited Express charges and Green car (First class car) charges again if you use other facilities on the same train, or travel on a different train.
With this Service you can change your train free of charge as many times as you like, provided that you have not yet entered the ticket gate or picked up your tickets and provided that it is before the scheduled departure time of your reserved train - so we recommend that you change your reservations.

What happens if I miss my reserved train?

If you miss the train you reserved, you can travel in a non-reserved seat on a later train that leaves on the same day and runs through the same boarding sections as the train you reserved (note that this does not include Hayatoku products.)
"Hayatoku Products" are discounted subject to special "Terms of Use" and are only valid for the train/facilities reserved (they cannot be used to travel on the same train and use other facilities on that train. Nor can they be used to travel on another train - including in non-reserved seats.) Please note that you will need to purchase the required tickets separately and pay the normal Limited Express charges and Green car (First class car) charges again if you use other facilities on the same train, or travel on a different train.

You can change to a different product (with the exception of Hayatoku products) provided that the boarding date is within 3 months of the initial purchase date; that it is before the scheduled departure time of your reserved train; and that you have not entered the ticket gate or picked up the tickets (you will need to pay any difference in price). We recommend that you change your reservations as soon as possible if your plans change.

What happens if I haven't used a reservation?

If you are picking up tickets for the products reserved under this Service and you have not yet picked them up, the procedure is as listed below.

【smartEX Service (One-Way Products), Hayatoku Products】
In this case, the refund is considered to be "a post-departure refund" and it will be processed on (or after) the day following the boarding date, less the refund fee.

Refunds will be made automatically after the deduction of the "specified amount" for each relevant boarding section in the case of a reserved seat and the deduction of 320 Yen in the case of a non-reserved seat.

【smartEX Service (Round-Trip Discount)】
In this case, the refund is considered to be "a post-departure refund" and it will be processed on (or after) the day following the boarding date, less the refund fee.

  • Even if you have not used the outbound reservation and have been automatically refunded, you can still use the reservation for the return stretch. Members themselves should process any refunds for return reservations before the time of departure of the return train. In this case a "discounted return cancellation charge" will be charged for each boarding section.
  • Refunds will be made automatically after the deduction of the "specified amount" for each relevant boarding section in the case of a reserved seat and the deduction of a "discounted return cancellation charge" for each relevant boarding section in the case of a non-reserved seat.

Note that if tickets have already been picked up, we cannot refund automatically. Please process your refund at a JR Central or JR West station by the boarding date. (You will need the credit card used to make payment.)

See here for information on refunds

Once I have boarded the Shinkansen, can I disembark at an intermediate station within the boarding sections I have reserved?

With this Service you cannot disembark at an intermediate station within the boarding sections you have reserved.
Please note that if you insist on disembarking at an intermediate station, the products under this Service will cease to be valid for any boarding sections after the station at which you disembark.
Please note that in this case we cannot issue any refund.
If you intend to exit the ticket gate part way through your journey, please purchase tickets with separate breaks for the stations where you plan to exit.

Once I have boarded the Shinkansen, can I extend my travel to a station beyond the station where I originally planned to disembark?

You cannot use this Service to make changes while boarding on the Shinkansen. If you are extending your travel, you will need to pay the normal fare/charge (which is not eligible for discount) separately on the Shinkansen for the extended boarding sections.

If I am using an IC card to travel, how can I check the details of my reservation (train name; departure time; seat location, etc.)?

  • If you touch the IC card to an automatic ticket gate of the Shinkansen boarding station, "Seat Information" will be issued instead of a ticket. You can use the "Seat Information" to check the details of your reservation (train name; departure & arrival times; seat location, etc.)
  • Alternatively, you can log in to this Service and then check the details of your reservation at "Reservation list" on the side menu screen.

What happens if I use an IC card to travel on the Shinkansen and then transfer to a conventional line?

Please see here for details on how to travel using an IC card.

Can I also register an "IC card for foreign visitors" for this Service? What is the difference between other IC cards?

"IC cards for foreign visitors", such as "PASMO PASSPORT" issued by Pasmo Co. Ltd and "Welcome Suica" issued by East Japan Railway Company can also be registered for this Service.

Be aware of the following points when using the above IC cards. For more information about the IC cards, please contact the issuing companies.

Unlike ordinary IC cards, these IC cards have a period of validity. Expired IC cards cannot be used for IC card boarding.

If you have bought your IC card overseas and have not used it at PASMO or Suica (JR East) area stations, you cannot use your IC card to board the Shinkansen. To make it valid, please use PASMO or Suica (JR East) area ticket gate before using it for the Shinkansen.

If you cannot use your IC card to board the Shinkansen, please pick up your tickets before boarding. See the following page for the information about how and where to pick up tickets.

https://smart-ex.jp/en/entraining/ticket/place/

What do I need to pick up my tickets?

When you pick up your tickets you will need the credit card you used to make payment, as well as the password you use to login (4-8 characters long in alphanumeric characters and symbols).
If you forget the credit card you used for payment, you will not be able to pick up your tickets.
Please re-purchase normal tickets (at no discount) as required for your journey at a station ticket booths, etc.

  • In this event, members are asked to either change their reserved tickets themselves before the train departs and use them when they next travel, or process a refund for them.
  • Provided you have not picked up your tickets, or alternatively not entered the ticket gate using an IC card, you can change your reservations to a boarding date within 3 months of the original purchase date. A charge must be paid when claiming a ticket refund.
  • When claiming a ticket refund you will need the credit card you used to make payment, so please be sure to bring it with you.

Where can I pick up the tickets for products reserved through this Service?

Tickets reserved through this service can be picked up at ticket vending machines or dedicated pick up machines etc., in main Tokaido Sanyo Shinkansen stations when you get on the Shinkansen; in addition, they can be picked up at ticket booths in main JR Central and JR West stations (they cannot be picked up at ticket booths at JR companies other than JR Central and JR West.)

  • You will need the credit card used to make payment to pick up your tickets. (If you change your registered credit card after your reservations have been made, you cannot pick up your tickets using the credit card registered after the change. Please pick up the tickets using the credit card that was registered before the change. You can check information on which credit card you used to make payment from the Reservation Confirmation screen.)
  • Customers using conventional lines to the station where they will board the Shinkansen should pick up their tickets from the JR Central or JR West ticket vending machines or ticket booths at the Shinkansen transfer gate (located inside the ticket gate).

See here for details

Can I make changes once I have picked up my tickets?

Once tickets for products reserved under this Service have been picked up, members are not able to process changes themselves. If you want to change either the boarding date, boarding sections or facilities, please apply at a ticket booth in one of the main JR Central or JR West stations and then purchase new normal tickets (at no discount) as necessary.
In this case, if it is before the departure time of the train (i.e., the train for which you hold tickets that have been reserved under this Service; where the said tickets have already been picked up) then we will refund to the credit card used to make payment, free of charge, at ticket booths in JR Central or JR West stations. Note that if you are only changing the boarding section one way on a discounted round trip product, then a "discounted return cancellation fee" will be charged.

  • You may change your train once with no charges at a ticket vending machine or station ticket booth in any JR Central or JR West Shinkansen station provided that your reserved train has not yet departed and the train you wish to change to is for the same date, the same boarding sections, the same facilities and the same type of train as your original reservation.
  • The above transaction cannot be made at station ticket booths at JR companies other than JR Central and JR West or travel company help desks.