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Lost/Replacement Cards

What should I do if I lose the IC Card used to reserve products under this Service? [Procedures before the train is boarded]

If you lose the IC card registered with this Service, the procedures are different depending on whether you lose it before boarding the train (i.e., before you entered the ticket gate for the Tokaido Sanyo Shinkansen) or while traveling on the train (i.e. after you have passed through the ticket gate for the Tokaido Sanyo Shinkansen).

○ The procedure for cards lost before boarding the train (i.e., before you entered the ticket gate for the Tokaido Sanyo Shinkansen)

‹If you have the credit card used for payment with you›

  • If you have lost your IC card, please use the credit card you used to make payment to pick up the tickets before you board the train.

‹If you don't have the credit card used for payment with you›

  • If you have lost your IC card and don't have the credit you used to make payment with you, then you will not be able to board your reserved train. Please use the members feature yourself to either change the reservation to a future date if you have separate plans to travel in the future, or alternatively to process a refund if you have no plans for future travel (note that refunds will be charged at the normal fee).

Note that if you have another IC card with you, you will be able to board the train by using the members feature to process a change in the IC card registered to the other card.

What should I do if I lose the IC Card used to reserve products under this Service? [Procedures while traveling on the train]

If you lose the IC card registered with this Service, the procedures are different depending on whether you lose it before boarding the train (i.e. before you entered the ticket gate for the Tokaido Sanyo Shinkansen) or while traveling on the train (i.e. after you have passed through the ticket gate for the Tokaido Sanyo Shinkansen).

○ The procedure for cards lost while traveling on the train (once you have entered Tokaido Sanyo Shinkansen ticket gate)

  • Please report your IC card as lost to a member of the station staff or the crew and then repurchase non-discounted tickets with the same details (same boarding sections, train, facilities, etc.) as the reservation you made with the lost IC card.

In this event your tickets will be marked as "Lost and Repurchased" or "Lost."

  • 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 the 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 or JR West Shinkansen 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 IC card being used to exit any ticket gate.

Please note that you cannot claim a refund if there is a record of the IC card being used to exit any ticket gate.

What should I do if I pick up the tickets for a product from this Service and then lose them?

  • Please report your tickets as lost to a member of staff and then repurchase non-discounted tickets with the same details (same boarding sections, train, facilities, etc.) as the lost tickets.

In this event your tickets will be marked as "Lost and Repurchased" or "Lost."

  • At the station where you disembark, please have the repurchased ticket validated (stamped as "Fare Repaid") by a member of staff at the ticket gate and be sure to take the ticket home with you.
  • If you find the lost ticket for the product from this Service please take it to a station with the repurchased ticket within one year of the date following that on which the repurchased ticket was validated as "Fare Repaid." You will be issued with a refund for the tickets for products reserved under this Service, less the normal refund charge.

Please note that we are unable to issue a refund if either the tickets for products reserved under this Service or the repurchased tickets are missing.

What should I do if the expiration date has been updated on the payment credit card I have registered for this Service?

If the expiration date has been updated on the credit card registered with this Service, please go to "Membership Info." on the side menu screen, click on "Inquire/Change Membership Info.", and change your credit card expiration date.

In order to change membership info., you need to complete the process from the device you used when you registered for membership.

What should I do if my credit card number has changed because my old card was lost and a new one has been reissued, or I changed the card I use for payment?

If you want to change the credit card registered with this Service, please go to "Membership Info." on the side menu screen, click on "Inquire/Change Membership Info.", and change your credit card no. and expiration date.

  • In order to change membership info., you need to complete the process from the device you used when you registered for membership.
  • Any tickets reserved with the credit card that was registered before the change cannot be picked up using the credit card that is registered after the change.

If you no longer have the credit card that was registered before the change, due to it being lost or similar, then please speak to Tokaido Sanyo Shinkansen Internet Reservation Customer Center.