How to exchange your train tickets in Japan ?

What to know before exchanging your train tickets in Japan

Upon booking a train ticket with Japan Experience, you will receive at least one QR code by e-mail, that you will use to exchange your physical train tickets. 

Kindly note that for each journey, you will receive one QR code. This means a booking of 2 journeys (Tokyo - Kyoto and Kyoto - Hiroshima, for example) will result in the reception of 2 QR codes. 

Also note that at the time of exchanging the QR code(s) that you received, you might get 2 tickets. If two tickets are printed, one is the train reservation, and the second is the (included) express Shinkansen fare ticket, also containing your seat reservation status. 

If you are reading this and wish to find the modification process on JR machines, please click here.

As a reminder, if you are reading this and have not yet received your QR code:

• For tickets purchased more than one month ahead of your train’s departure date, you will receive your QR code one month prior to your train departure. 
• For tickets purchased less than one month in advance, you will receive your QR code within 48 hours of booking. 

If you struggle with the instructions and need help from staff in stations:

• Click here for a Japanese help message to show staff in stations, whether from JR, metro or private rail companies.
• (JR,私鉄各社職員の皆様へ、こちらをクリックください)

1° Where to exchange your train tickets in Japan

Exchanging your tickets in Tokyo | Exchanging your tickets anywhere else in Japan

Exchanging your train tickets in Tokyo

Note that the JR machines mentioned above are available at all JR stations, not only main train and Shinkansen stations. In Tokyo especially, this means that you can pick up your train tickets at JR stations along the JR Yamanote line (Shinjuku, Shibuya, Ikebukuro...), the JR Chuo line or the JR Sobu line. 

--> We highly encourage it, as some of these stations are less busy than others, and you can avoid lines to get to machines and exchange your tickets faster. 

• This means you do not have to wait until Tokyo Station to exchange your train tickets, you can do so in advance in many stations across Tokyo. 

By doing so at stations along the JR Yamanote line, you have another advantage. You can use your train tickets to get to Tokyo Station with the JR line, and then board your Shinkansen train via a direct connection! 

Indeed, if you arrive at Tokyo Station and want to exchange your train tickets there, you will have to exit the gates to go to the JR machines in the station, more specifically in the areas between the Marunouchi South & North exits, then go back in the JR area to get to the Shinkansen area and board your train, as shown below:

Exchanging your train tickets before Tokyo Station is much faster and more direct, as the connection between the JR lines and the Shinkansen is very easy. 

If you arrive at Tokyo Station by subway or by taxi, you will have to pass in front of the machines anyways to get to the Shinkansen area, so you can exchange your tickets then. We still recommend doing it in a less busy JR station in the Tokyo metropolitan area for peace of mind. 

⚠️ If you are going to Matsumoto or Otsuki, please read below. ⚠️

2° Detailed exchange process

Though the steps to follow on the machines are clear, here is a more complete rundown if needed. Pay extra attention at the screen regarding inputting the phone/identification number.

Our illustrated guide to exchange your train tickets:

• 1) Switch the language to English. The available options on the screen will now appear in English, and automatic voice recordings will also guide you through the different actions. 

Please be advised the layout of this home screen may differ depending on the JR region you’re completing the exchange in, but the following screens will be the same between the different JR machines. 

• 2) On a JR East machine (Tokyo region stations), click on “Read QR code”.

• 2)bis On a JR West machine (Kyoto, Osaka, Shin-Osaka, Hiroshima, Hakata, Kanazawa), click on "JR-WEST ONLINE TRAIN RESERVATION". 

• 3) Scan your QR code, that you have received by e-mail. 

Should the QR code scan not work or should you have lost your QR code, you can also use your registration number (beginning with “4”) found in your confirmation e-mail.

(Here, if you are using a JR Central ticket machine, you may be met with a warning screen stating that only train tickets for routes with sections passing through JR Central can be picked up here. Use JR East or JR West machines instead, as mentioned above.)

Otherwise, a successful QR code scan will make a new screen appear, prompting you to choose your payment method.

• 4) Select “Paid” (not “Pay Now”, as you already paid for your train tickets). 

• 5) A new screen will now ask to input a telephone number associated with your booking. Disregard the top message asking for your four-digit identification number. 

Please provide the phone number provided by Japan Experience, shown on the following screenshots (NOT your own phone number!). 

You can also find this number within your booking confirmation email and on your order summary on your Japan Experience account. 

After inputting the phone number, click “Confirm”. 

Again, the phone number pictured below is the one you should be entering on this screen*. It is NOT your personal phone number. 

*If you are traveling by train before November 18th, 2024 and have placed your order before October 18th, 2024, the phone number may be a previously issued number (0345206215). Please check your booking confirmation email. 

Upon entering the required phone number correctly, you will see a screen with your reservation details. 

• 6) Click on “Issue” in the bottom right corner of the screen to receive your train tickets. 

They will now be printed and will come out of the machine!

2°bis - Modification Process

1) Change the language on the machine to "English". 

2) Click on "Reserved Seat" or "Non-Reserved Seat", depending on what type of train ticket you booked. 

The following steps will match a "Reserved Seat" booking.

3) Click on "Press here to change train time"

4) Insert your train ticket(s) in the bottom left slot. Please ONLY insert your Shinkansen ticket, the one that indicates your seat reservation status. You can insert up to 4 tickets at the same time. 

5) Once all tickets have been inserted, please click on "All tickets inserted".

6) Here, you will have two options. 

If you only wish to change your departure time or seat reservation, click on "Do not change section".

Please select "Change section" only if you wish to modify your route. Please note that there may be a price difference to pay. 

Please note that the following steps are an example after selecting "Do not change section".

7) As the example is now to modify only the time of the train, please select your desired approximate time of departure to see the available trains. 

8) Study the available trains list and select the one you wish to book.

9) You will now see a section ensuring that you have the right luggage reservation status. Please read and confirm. 

Please note that luggage room in Shinkansen trains is ample, more than trains you may be used to, and unless you are traveling with heavy luggage, you do not need to book any special luggage space. 

10) You will now be able to select your new reserved seat for your new train time, according to the train car plan and the seat plan. 

11) A new screen will provide a summary of your modifications, with the elements of your new order. Click on "Confirm" to print out your tickets. 

3° How to read your train tickets

Train tickets contain a medley of information in both English and Japanese. All riders will receive a basic fare ticket, and an express fare ticket - those with reserved seats will find their seat information on this ticket.

Basic fare tickets are denoted as such at the top (乗車券 in Japanese) and in the middle left, the departing station will be listed, followed by an arrow pointing to the name of the arrival station that is written on the right. There is also the date of departure and usage listed below, along with the amount paid for the ticket in yen. On reserved seat tickets, the same denotation will be on top (新幹線指定券 in Japanese), along with much of the similar information on the basic fare ticket, such as departing station, arrival station, and departure date. 

4° How to use tickets at the station

Once travelers have obtained their physical tickets, they can take them to the departing station ticket gate to get access to the platforms and board the train.

Different JR train ticket exchange regions

As mentioned above, on JR Central (orange area) ticket machines (with the e5489 logo) in train stations, you can only pick up tickets for train routes using JR Central lines. For example, you will not be able to receive train tickets for your Tokyo to Kanazawa journey on such machines.

In the JR West area (blue), you can exchange your QR code for a physical train ticket for any routes at reserved seat ticket machines (with the e5489 logo) in train stations, or at Midori-no-Madoguchi ticket windows with station staff.

In the JR East area (green), you can exchange your train tickets at JR machines in Shinkansen stations, major JR public transportation stations in the Tokyo metropolitan area, as well as Narita Airport stations. 

Help message to show staff in stations

ーJR職員の皆様、

このお客様はJR東日本、もしくはJR西日本券売機でのe5489法人取次向けアカウントで発行されたQRコードバウチャーの引き換えを希望されております。

JR駅構内（新幹線ー在来線乗り継ぎ口では交換不可）の券売機への誘導をお願いできますでしょうか。

チケットの予約、購入は完了しております。新たなチケットの購入をお客様に促さないようよろしくお願いいたします。

ご対応ありがとうございます。

ー東京メトロ、小田急等　私鉄各社の皆様

このお客様は新幹線もしくはJR特急に乗車希望のお客様です。

JR駅指定席券売機への誘導をお願いできますでしょうか。

ご対応に感謝いたします。