Planning a trip using Japan’s Shinkansen trains? The SmartEX Shinkansen ticket booking service is the official site for booking Shinkansen tickets in the southwest of Japan, connecting major cities like Tokyo, Nagoya, Kyoto, Osaka, Hiroshima, and Fukuoka. The end of the line is Kagoshima-Chuo.
SmartEX is the online reservation service for the Tokaido, Sanyo, and Kyushu Shinkansen lines, operated by JR Central, JR West, and JR Kyushu. The JR Kyushu line goes as far south as Kagoshima-Chuo.
Buying Shinkansen tickets at the station on your travel day is typically not a problem due to frequent departures. However, trains may be fully booked during peak periods such as Golden Week, Obon and the period from late December to early January.
Organising your Shinkansen tickets in advance through booking services like Smart Ex provides peace of mind that your tickets are locked in even during busy times, reduces stress upon arrival at the station, and helps you secure your preferred seating. Another bonus is that you can sometimes get discounted tickets.
This guide will help you navigate and get the most out of SmartEx.
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What is SmartEX?
SmartEX is an online reservation system that simplifies the process of booking Shinkansen tickets. It allows users to make and modify reservations, choose preferred seating, and select boarding methods, all through a user-friendly interface.
SmartEX is exclusively for purchasing tickets and reserving seats on the Tokaido, Sanyo, and Kyushu Shinkansen lines. It does not support reservations for other train lines.
SmartEX also cannot be used in conjunction with other tickets, such as the Japan Rail Pass.
Getting Started with SmartEX
Getting started with SmartEX is quite straightforward, except for people sometimes having trouble registering their credit cards (which I discuss later). Registration is free of annual membership fees; you only need a valid credit card to sign up.
You can either register through the SmartEx app or the website. The following screenshots show the registration process through the SmartEx website. The registration steps using the app are very similar.
Initial Registration Screen: When you decide to register for a SmartEx account, you will be taken to the following screen, where you need to click the orange ‘Register’ button.
Enter Email Address: You must enter your email address to be sent a membership registration email.
Membership Registration Email Sent: After entering your email address, you will be taken to the following screen, which outlines the registration steps. You need to open the email and click on the link provided to complete the process.
Membership Agreement: Before completing the registration form, you must read and agree to the Membership Agreement.
Complete SmartEx registration information: You then have to enter basic details such as name and date of birth, as well as your credit card information and email address. You also must create a password. The IC Card (e.g. Suica card) details are not required.
Registration Complete: After completing the registration information, you will be taken to the ‘Registration Complete’ screen and receive a membership ID.
Once registered, you can modify your bookings anytime up to the train’s departure without additional charges, offering flexibility for any changes in your travel plans. However, be aware that foreign transaction fees might apply, depending on your credit card agreement.
SmartEx App
In addition to the SmartEx website, there is also a SmartEx app.
The SmartEX app is available for iOS and Android devices in the US, Canada, Australia, Singapore, Hong Kong, Malaysia, and Thailand. In Taiwan, users can download the “ExpressRide App” for both platforms. It will work on smartphones running iOS 16 or 17 and Android versions 6 to 14.
Problems with Registering Credit Cards
Many people have had problems registering their credit cards with the SmartEX service. While SmartEX accepts major credit cards like Visa, Mastercard, JCB, American Express, and Diners Club, some users have reported that certain cards, especially those issued outside Japan, are not accepted.
SmartEX employs 3D Secure, an additional layer of security for online transactions. If your credit card isn’t registered for 3D Secure or if the authentication fails, the card may be declined during registration.
Also, some credit card issuers may restrict international transactions or have specific security measures interfering with registration.
If you have a problem when trying to register your credit card, try the following:
- Verify Card Compatibility: Ensure your credit card is among the accepted types and supports 3D Secure authentication.
- Contact Your Card Issuer: Inform your bank or card provider about the intended transaction to preempt any security blocks.
- Try Alternative Cards: If one card fails, attempt registration with another credit card, preferably from a different issuer.
If you are having trouble booking tickets through Smart Ex, there are also other booking alternatives available, such as Klook.
Fare Options to Suit Your Needs
SmartEX has both basic fares and various discount options, catering to different travel needs and budgets.
Basic Fares:
- SmartEX Service: Allows reservations up to the day of travel across all Shinkansen sections, with options for reserved seats in Ordinary Cars, Green Cars (First Class), and non-reserved seats.
- SmartEX-round trip: Offers discounted round-trip fares for journeys with one-way distances of 601 km or more, with reservations available up to the day of travel.
Hayatoku Discount Fares:
“Hayatoku” refers to discounted fares available through the SmartEX service for Japan’s Shinkansen trains. These discounts reward passengers who book in advance, offering savings based on reservation timing and service type. By planning ahead, travellers can save money.
There are three different Shinkansen train services on the Tokaido, Sanyo and Kyushu lines, varying by the number of stops they make. The Nozomi and Mizuho services only stop at the major stations; the Hikari and Sakura services stop at the major stations, plus some additional stops; and the Kodama and Tsubame services stop at all stations on the line.
Ordinary Car Discounts
- Hayatoku 1: Discounts for non-reserved seats on “Nozomi,” “Hikari,” and “Kodama” trains when booked by 11:30 pm the day before travel.
- Hayatoku 7: Discounts on reserved Ordinary Car seats for bookings made at least seven days before travel.
- Hayatoku-21 Wide: Economical fares for reserved Ordinary Car seats on “Nozomi” trains when booked at least 21 days in advance.
- Hayatoku-28 Wide: Discounts for reservations made at least 28 days before travel, ideal for long-term planning.
Green Car Discounts
- Hayatoku 3: Savings on Green Car (First Class) seats with reservations made at least three days in advance.
- Hayatoku-Green 3 Wide: Reduced rates for Green Car seats on “Nozomi” and “Hikari” trains with reservations made at least three days in advance.
- Hayatoku-Green KODAMA 3: Economical Green Car fares on “Kodama” trains for bookings made at least three days prior.
Family Discounts
- Hayatoku-Family NOZOMI 3: Family discounts on “Nozomi” trains for groups of two or more, with reservations made at least three days in advance.
- Hayatoku-Family KODAMA 3: Family savings on “Kodama” trains for groups of two or more, booked at least three days before travel.
To check for available Hayatoku discounts, use the SmartEX app or website to search for your desired train and travel date. Eligible trains will display a “Discount” mark, indicating the availability of Hayatoku fares.
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How to Make a Reservation
Booking a Shinkansen ticket through SmartEX is straightforward, whether you use the website or the mobile app. The process and screenshots below are based on the SmartEx website. Booking through the app is a very similar process, even though the screens may look a little different.
SmartEx Fare Structure
Booking Shinkansen tickets through SmartEX combines the basic fare and the Shinkansen supplement fee into a single transaction, simplifying the reservation process.
Login Problems When Trying to Make a Reservation
Accessing the SmartEX website from certain regions, including Australia, can result in an “Access Denied” error.
I had this problem when trying to make a reservation, and when researching online, it appears other people have experienced the same issue. This is what the message looks like.
This issue can be due to regional restrictions implemented by the website. I fixed this problem by disconnecting from our wifi network and connecting to our phone’s mobile network.
Here are various things you can try to fix this problem if you get the same message:
- Use a VPN Service: A Virtual Private Network (VPN) can mask your actual location by routing your internet connection through servers in different countries. By selecting a server located in Japan, you may bypass regional restrictions and access the SmartEX website. Ensure you choose a reputable VPN provider to maintain security and privacy.
- Switch Networks: Some users have reported success by switching from their home Wi-Fi to a mobile data connection, such as 5G. This change can sometimes circumvent network-specific restrictions.
- Contact SmartEX Support: Reach out to SmartEX customer support to inquire about regional access policies and potential solutions. They may provide alternative methods for booking or suggest other platforms that offer similar services.
- Explore Alternative Booking Platforms: If accessing SmartEX remains problematic, consider using other official JR East services or third-party booking platforms like Klook that facilitate Shinkansen reservations and are accessible from your region.
Book in Advance During Peak Periods
Before getting into the ticket booking process, it’s important to remember that buying Shinkansen tickets at the station on your travel day is typically not a problem due to frequent departures.
However, trains may be fully booked during peak periods like national holidays (such as Golden Week). Here’s an example of some current reminders on the JR Central website. They explain that the peak periods are Golden Week, Obon and December 27 to January 5. In these periods, there are no reserved seats on the Nozomi. The messages also recommend booking the Hikari and Kodama services in advance.
SmartEx Booking Process
You can book for up to six passengers. Here’s how:
1. Login: Open the SmartEX app or visit the website, and enter your Membership ID and password.
2. Start a Reservation: Click on “Search Train” to begin.
3. Enter Travel Details: Enter your departure date and time, departure and arrival stations, one-way or round trip, the number of passengers and seat type. Seat-type options include seats with oversized baggage areas or compartments, cars for families with children, and wheelchair-accessible seats or spaces.
4. Select Train: You will be shown a series of train options. Choose the train type and the train departure/arrival time that best suits you.
The Nozomi is the fastest and most expensive service on the Tokaido and Sanyo lines, as it stops at the fewest stations. Hikari is the mid-priced option that stops at a few more stations. Kodama is the cheapest and slowest service as it stops at all stations.
5. Choose car type and seat: On the next screen, decide whether you want to travel in an ordinary or green car and whether you need a reserved or non-reserved seat. Non-reserved seats or cheaper. Also, on this screen, you will see any discounted ticket options.
If you have chosen a reserved seat, you can click on the orange button to indicate you have no preferences where you sit. You can also choose window, centre or aisle seats by clicking the same button. You can also choose to view the seat map to choose your specific seats.
6. Pick your seat/s from a seat map for reserved seats: You will be taken to the seat map of the car with the most available seats. You can also choose to look at seat availability in the other cars. On the seat map, X means the seat is unavailable, and O means the seat is available.
Once you have picked your preferred seat/s, they will be coloured red.
7. Confirm and Book: Once you have checked your ticket details, click the red button confirming you are OK to purchase.
When you reserve Shinkansen tickets through SmartEX, your registered credit card is charged at the time of booking. This immediate payment applies regardless of how far in advance you make the reservation. There is a handling fee for cancelling reservations.
You will then be transferred to your credit card company’s website for payment using 3D Secure. 3D Secure has different names: Mastercard calls this ID Check, Visa calls it Visa Secure, American Express calls it American Express SafeKey, etc.
Each credit card 3D authentication service will look and work a little differently. Enter the required information, and once the payment has been processed, you will be transferred back to the Smart Ex reservation completed screen.
Once you have reserved your tickets, you can return to the main SmartEx screen. From here, you can make another reservation. Otherwise, click on ‘My Trips’.
After clicking ‘My Trips’, you will be taken to a trip summary screen. You can then click the ‘Details’ button to link IC cards, display and print QR codes, or arrange a refund.
Display QR-Ticket: If you click the ‘Display QR Ticket’ button, you will be taken to a one-time password screen. From this screen, a one-time password will be emailed to you, which is valid for five minutes. You then need to enter the password.
Display QR Ticket: After entering the password, you are taken to the following screen, where you click ‘Display QR Ticket.’
Print QR ticket: On the following screen, you then have a choice of printing the QR ticket, sending it by email, or copying the URL.
Link IC Cards: After completing your reservation, you can link the reservation to one or more IC cards from this screen. If you haven’t registered your IC cards, you must do this first.
Cancel the reservation and get a refund: From the detailed ‘My Trips’ screen, you can also cancel your reservation. When you click on the ‘Refund’ button, you are taken to a ‘Do you wish to cancel’ screen. There is a small handling fee that will be deducted. You need to press the red ‘OK Refund’ button to confirm the cancellation.
Changes and refunds can be processed up to the departure time of the reserved train, provided tickets have not been picked up or the ticket gate has not been entered using a QR ticket or registered IC card.
Cancellation confirmation: Once the cancellation has been confirmed, you will be taken to the following screen and get a cancellation confirmation email.
Time Period for Reservations
You can make reservations one year before your travel date up to four minutes before departure. For reservations made a year in advance, only select products are available, and seat availability may be limited.
You can choose your preferred train from a tentative schedule, with specific details confirmed after 2:00 p.m. JST one month before your travel date. Notifications will be sent to your registered email address.
SmartEx Operating Hours
SmartEX operates 24 hours a day, but the seat map is unavailable between 11:30 p.m. and 5:30 a.m.JST and bookings are limited to three people per reservation. Requests made during this time are processed in order from 5:30 am. Therefore, booking between 5:30 am and 11:30 pm JST is best.
Seasonal Pricing
Tickets for reserved seats in Ordinary Cars for the Shinkansen use seasonal pricing. During off-peak periods, fares are 200 yen less than regular season prices. In peak seasons, they increase by 200 yen; in high-peak seasons, the increase is 400 yen.
For trips that cross between lines (Tokaido, Sanyo, and Kyushu Shinkansen), these adjustments double: 400 yen less in off-peak, 400 yen more in peak, and 800 yen more in high-peak seasons. These variations apply per adult passenger.
Boarding Methods
SmartEX offers three convenient boarding methods to suit your preferences: IC cards (like Suica cards), QR tickets, or physical tickets. I’ve ranked the methods in order from what I think are best to worst. However, choose the method that best suits your travel style.
Using an IC Card
In my opinion, the best boarding method is to use an IC card. I rank it highest for its seamless integration. Tapping an IC card is quick and efficient, especially for frequent travellers. You don’t need to worry about QR codes or paper tickets.
The main drawback is that each traveller must have their own IC card.
To use this method, you must register your IC cards with the SmartEx account. For group travel, you can register up to six individual IC cards under one SmartEX account. Each passenger must have their own IC card, as sharing is not permitted.
To link your IC card to your SmartEX account, follow these steps:
- Access the IC Card Registration: Log in to your SmartEX account and navigate to the “My IC Card List” section.
- Add a New IC Card: Click on “Add IC Card” and choose to either scan your card using your device’s camera or enter the card number manually.
- Assign a Name: Provide a unique name for the IC card, which is especially useful if you plan to register multiple cards for family members or companions.
- Save the Information: Confirm and save the card details to complete the registration.
When you reserve a Shinkansen ticket through SmartEX, the fare is charged to your registered credit card and not deducted from your IC card balance.
After purchasing tickets, assign each ticket to the corresponding IC card by selecting the appropriate card from your registered list. This setup allows each traveller to tap their IC card at the Shinkansen ticket gates for quick and easy boarding.
Seat Information Slip
When you use your registered IC card to enter the Shinkansen ticket gate, the system automatically prints a ‘Seat Information’ slip. Collecting this slip from the dispenser slot at the gate is important, as train staff may ask for it during your journey to verify your reservation.
This slip contains essential details about your journey, including the boarding date, train name, departure and arrival times, and your specific seat assignment. It serves as proof of your reservation.
While the IC card is used for entry and exit through the gates, the ‘Seat Information’ slip is the primary document for onboard verification. Therefore, always keep this slip accessible throughout your trip.
QR Tickets
If not all members have IC cards, consider using the QR code option provided by SmartEX. This method allows passengers to scan a QR code at the ticket gates instead of using an IC card. Ensure each traveller has access to their unique QR code for boarding.
The QR-Ticket allows you to generate a QR code after booking, which you can scan at Shinkansen ticket gates for easy access. You can print your QR-Ticket or add it to your Apple Wallet (if you’re an iOS user).
Printing is best to ensure compatibility with ticket gate scanners, as some devices may not respond properly. Printed QR codes are also better if the people you travel with (such as children) don’t have a phone.
When using a QR-Ticket to board the Shinkansen, make sure you use ticket gates equipped with QR code scanners, identifiable by the “QR” symbol. Not all gates have this feature, so find the appropriate gate/s.
Just like when you use an IC card to pass through the Shinkansen gate, remember to collect and keep handy the ‘Seat Information’ slip that the gate issues. This slip is your proof of reservation (not the QR code) and contains your travel details, which may be requested by train staff during your journey.
Physical Tickets
The third boarding option is to collect physical tickets at designated stations before boarding. This method offers simplicity, reliability, and flexibility. You can also keep tickets as a souvenir.
However, you have to use ticket machines or visit a service counter, which can lead to delays, especially during peak travel times, so allow extra time. For services covered by SmartEX, you can collect physical Shinkansen tickets at:
- Ticket Vending Machines: Located at Tokaido, Sanyo, and Kyushu Shinkansen stations, these machines often display the SmartEX logo for easy identification.
- Ticket Counters: These staffed counters assist with ticket collection and other inquiries at major JR Central, JR West, and JR Kyushu stations.
When collecting tickets, ensure you have your pickup code (QR code or 16-digit code), your login password and the credit card used for the reservation.
Final Thoughts
SmartEX makes Shinkansen travel easy and stress-free, allowing you to plan ahead, snag discounts, and choose the best boarding method for your trip. Whether you’re exploring Japan for the first time or you are a regular visitor, it’s a simple way to book your Shinkansen seats.
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Tony always dreamed of travel but didn’t get started until his mid-20s, when he met Anne and swapped his collection of travel brochures for real adventures.
A qualified elementary school teacher, he joined the blog in 2018 and transitioned to blogging full time in 2023.
Tony particularly enjoys exploring Japan’s street food, sumo tournaments, and hidden neighbourhoods in Tokyo.