FAQ – EMot Online tickets

If you do not have or do not want to use an SNS (social media) account to log in, then select “Login with email address” and log in by only providing your email address. Be aware that emails sent by EMot Online Tickets may not be delivered to mobile phone carriers emails addresses (addresses ending by @docomo.ne.jp, @ezweb.ne.jp, @softbank.ne.jp, @i.softbank.jp, etc.): we recommend you use another email address when creating your account.

Your account will be automatically locked for 3 hours if you fail 5 consecutive times to log in by using the “Login with email address” method. Please wait until your account is automatically unlocked.

The email containing the verification code may have been moved to the spam folder of your email box. Please check your spam folder.

You may also not be able to receive the email because of a poor communication environment. You can try the following operations:

- Check your communication environment (if your device is connected to the Wi-Fi, temporarily turns off the connection and try to log in again to EMot Online Tickets).

- Restart your smartphone.

If you have not purchased any ticket yet, you can try to login by using a different email address or the “Login with SNS (social media) account” method.

You cannot change your email address if you created your account by logging in with the “Login with email address” method.

If you created your account by logging in with the “Login with SNS (social media) account” method, any change of the email address registered in your SNS (social media) account will be automatically updated in EMot Online Tickets.

Tap the top left “Menu” button, then “My Page” and “Terminate account”. When you terminate (delete) your account, all the information on your account including purchased tickets and tickets exchanged from a coupon code will be lost.

An account is automatically created when logging in for the first time. I you log in by using the same method after having terminated your account, you will create a new account. But be assured that all the information of your previous account have been deleted when you terminated it and are therefore not available in the new account.

You can use VISA, JCB, Mastercard, Diners Club, and AMEX cards. Some debit cards and prepaid credit cards may not be accepted. We cannot

determine the specifications of each card, so please contact your card issuer for further details.

In addition to credit/debit cards, you can also use PayPay.

First log in to your EMot Online Tickets account and follow the instructions below:

1.Tap the top left “Menu”, then “My Page”, “Account Information”, and “Set Credit Card”.

2.Tap “Card Registration / Change” if you have not registered any card yet, or “Change Registered Card” to edit your already registered card information.

3.Enter the requested information for the new card and tap “Confirm”.

4.Check the entered information and tap “Register” to confirm the registration.

5.Tap “Complete”.

First log in to your EMot Online Tickets account and follow the instructions below:

1.Tap the top left “Menu”, then “My Page”, “Account Information”, and “Set Credit Card”.

2.Tap “Reference of Registered card”.

3.Tap “Delete registered card information”.

4.Tap “OK” button. 

Recommended browsers:

- For Apple iOS: Safari latest version

- For Android OS: Chrome latest version

An error may occur if you access EMot Online Tickets from a browser that is not recommended. Please log into EMot Online Tickets from one of the recommended browsers below and try again to register your card.

- For Apple iOS: Safari latest version.

- For Android OS: Chrome latest version.

Besides, the screen may keep loading because of a poor communication environment. You can try the following operations:

- Check your communication environment (if your device is connected to the Wi-Fi, temporarily turns off the connection and try to log in again to EMot Online Tickets).

- Restart your smartphone.

Only one card can be registered per account.

Yes, a user that does not hold his/her own credit/debit card can register the card of another person like his/her parent or spouse.

Yes, the same credit/debit card can be registered in more than one EMot Online Tickets account.

Except for some tickets, you can purchase a ticket on the day you will use it. For details, please refer to the description of each ticket.

Your ticket will not be displayed if you log in with a different method than when you purchased your ticket.

The logging method you used when you purchased your tickets is mentioned in the “Purchase completion notice” email (sent from: no-reply@maasjapan.net) you received after your purchase. Please log in again with this method to display your tickets.

Please be aware of the following:

-       The email address input field is case sensitive. Logging in with different combinations of upper- and lower-case letters for the same email address will create different accounts. For example, entering Taro.Odakyu@emot.jp and taro.odakyu@emot.jp will create two different accounts. Tickets purchased by logging in with Taro.Odakyu@emot.jp email address will not be displayed if you then log in with taro.odakyu@emot.jp email address (and vice versa).

-       Tickets purchased by logging in with “Login with SNS (social media) Account” → “Google” method, will not be displayed if you then log in by selecting “Login with email address” method and enter the Gmail address associated to your Google account (and vice versa).

-       Tickets purchased by logging in with “Login with SNS (social media) Account” → “Facebook” method, will not be displayed if you then log in by selecting “Login with email address” method and enter the email address associated to your Facebook account (and vice versa).

To display your tickets (excluding Limited Express tickets) in EMot Online Tickets, tap the top left “Menu” button, then “My Page” and “List of owned tickets.”

You cannot change the validity period/starting day of use of a ticket for which you completed the purchase. If you want to travel on another day, first refund your purchased ticket and then buy a new ticket.

If a ticket is compatible with the “Transfer” function, a parent or any other person can purchase the ticket on its smartphone and then transfer it to the child’s own smartphone (the ticket must be transferred to the child’s smartphone to be used by the child, even if the parent travels with the child – Japanese “Kids Phones” cannot be used). You can check what tickets are compatible with the transfer function and how to transfer a ticket on the following page.

Note: tickets purchased on the booking website of Nippon Travel Agency (NTA), Tobu Top Tours or Odakyu Travel, and tickets exchanged from coupon codes cannot be transferred. You must get each ticket (redeem each code for each ticket) directly in each user’s smartphone.

This depends on the ticket. There are three types of tickets as described below.

1.      Only one ticket can be used at the same time on the same smartphone, and each ticket is for one person only. Travellers, including children, that do not have their own smartphone cannot use this type of tickets (example: Digital Hakone Freepass)

2.      Several tickets can be used at the same time on the same smartphone, but each ticket is for one person only. If you want to use several tickets on the same smartphone, you will have to show each of them.

3.      The number of users can be specified when purchasing one ticket. This single ticket can be used for the selected number of travellers.

Only one Digital Hakone Freepass can be used at the same time on the same smartphone, and each Digital Hakone Freepass is for one traveller only. Each traveller including child must use its own Digital Hakone Freepass on its own smartphone.

To read a QR code, you need to allow your browser to access the camera of your smartphone. First tap the “cancel” button, change the settings of the browser you are using to access EMot Online Tickets in order to allow access to the camera, and try to scan again the QR code.

If you cannot read the QR code, follow the steps below:

1.Tap "Verification by number"

2. Enter the verification code.

*Ask the local staff for the verification code.

Note that the operation may not work properly if you access EMot Online Tickets from the Web view function of your email app by clicking on the URL in the “Click here to use the ticket” section in the “Purchase completion notice” email. Please access EMot Online Tickets with a recommended browser and log in. 

*Recommended browsers:

For Apple iOS: Safari latest version

For Android OS: Chrome latest version.

To receive a ticket transferred by another user, copy the transfer URL sent by this user into one of the recommended browsers below, then log in to receive the ticket. Be aware that the recipient must create its own account in EMot Online Tickets to receive the ticket.

Recommended browsers:

- For iPhone: Safari

- For Android: Google Chrome

Refundability and conditions for refund vary depending on the ticket. For tickets that are refundable, a "Refund" button is displayed on the ticket’s “See details” screen: tap the button to proceed with the refund procedure. Tickets for which the "Refund" button is not displayed cannot, in principle, be refunded.

If your trip is cancelled due to an accident in the service, please report the details to the station staff and contact the EMot Support Desk. Refunds are not possible if alternate transportation is available.

If you were not able to use your ticket on a section because the service was suspended or cancelled due to inclement weather, then you will be refunded for that section. Please contact the EMot support desk.

The time between when you complete the refund procedure and when you actually receive your refund depends on the payment method you used: please contact your payment service provider directly to get more information.

If you have an 8 or 16-digit coupon code, open EMot Online Tickets, log in, tap top left “Menu” then “My page” and “Coupon code”, enter the coupon code and tap “Next”. In the “Redeem for your ticket” screen, select the starting date of use and tap “Next”.

Note that you will not be able to change the starting date of use after the exchange.

No, you do not.

You cannot use printed tickets.

Tickets purchased with EMot Online Tickets are digital tickets. To use a ticket, access to EMot Online Tickets and display the ticket screen with an animation and/or a QR code.

You cannot exchange tickets at stations.

Tickets purchased with EMot Online Tickets are digital tickets. To use a ticket, access to EMot Online Tickets and display the ticket screen with an animation and/or a QR code.

Please refer to the page below.

https://www.emot.jp/service/detail/romancecar_online.eng.html

You cannot choose the “booking only” option for 2 or more Limited Express trains with the same departure and/or destination stations, on the same day.

Also, you cannot choose the “booking only” option for observation deck seats (front and rear): purchase them directly.

Reservations with “booking only” option can be made from 10:00 a.m. one month prior to the train departure until 45 minutes before the departure time, and purchases can be made from 10:00 a.m. one month prior to the train departure until the departure time.

However, Limited Express tickets reserved with the “booking only” option are automatically cancelled if the purchase is not completed within 8 days from the day the reservation was made (or before 15 minutes prior to departure time for reservations made between 7 days prior to the departure date and the reservation deadline).

Standard seats as well as observation desk seats can be selected on the seat map (except for some seats).

The selection of standard seats on the seat map can be made up to 45 minutes before departure when you select the “booking only” option, and up to 3 minutes before departure when you purchase tickets directly.

Tickets for Romancecar Limited Express trains departing from Gotemba are not sold in EMot Online Tickets. Please us e-romancecar instead.

The observation desk seat option is not displayed when no more seats are available for the selected train, or if the train is not equipped with such seats.

You cannot exchange or pay at stations for any tickets reserved with EMot Online Tickets.

Seats numbers cannot be checked in “booking only” tickets that have not been purchased yet. Complete the purchase of your ticket and you will be able to check your seat number.

You can buy multiple tickets on the same smartphone, and you can select multiple seats when purchasing each ticket. You do not need to show your tickets to board the Romancecar trains, but please show the ticket details screen from the “Check Limited Express Tickets” page if you are requested to by the train conductor.

You can modify a ticket from the ticket details screen by tapping the “Modify ticket” button. Be aware of the following:

-       You can modify a ticket only before the departure of the train, providing there are seats available on the new train.

-       You can modify a ticket as many times as you want on the same day, but you can change the travel date only once.

-       You cannot change the route (departure and destination stations), nor the number of passengers. However, you can use the refund function to reduce the number of passengers.

Proceed to the refund of your ticket and buy a new one.

In the ticket details screen, tap “Refund”, select the seat(s) you want to cancel, and tap “Next” then “Refund”.

You can change the seats by tapping the “Modify ticket” button in the ticket details screen, searching and selecting the same train, and then selecting the new seats.

No cancellation fee will be charged, but please cancel your booking so that the released seats can be booked by other passengers.

No, you cannot modify or get a refund for a digital ticket after the Limited Express train departed.

Limited Express tickets reserved with the “booking only” option are automatically cancelled if the purchase is not completed within 8 days from the day the reservation was made (or before 15 minutes prior to departure time for reservations made between 7 days prior to the departure date and the reservation deadline).

A refund fee of 100 yen per seat will be collected.

Since payment is processed immediately each time a ticket is purchased, the same refund fee as for tickets purchased at station counters is charged. The refund fee is 100 yen per seat.

The time between when you complete the refund procedure and when you actually receive your refund depends on the payment method you used: please contact your payment service provider directly to get more information.

Limited Express tickets

If the Romancecar Limited Express service for which you purchased a ticket from EMot Online Tickets is cancelled on the whole route, then your ticket will be automatically refunded. Note that a handling fee will be incurred temporarily if you perform the refund procedure by yourself before the automatic refund, but the fee will be refunded minimum 2 days after it has been confirmed that the whole route of the applicable Romancecar has been suspended. No action is required from your side.

You can check the information from the “Tickets Purchase & Check” button in the “Limited Express Tickets” section of the home page of EMot Online Tickets.

Limited Express ticket are for seat reservation only. It must be used in combination with a regular fare (using a standard ticket, free pass, or IC card such as PASMO or Suica). Please log into your EMot Online Tickets account and check the contents of your Limited Express ticket before boarding a Romancecar.

No, you cannot, because Limited Express tickets are not compatible with the transfer function.

Limited Express tickets

You must buy a ticket for children aged 6 and older, and adult fares apply from 12 years old. 

Other tickets

It depends on the type of tickets: please check the details of each ticket.

Romancecar Limited Express ticket

If you cannot show your ticket details on your device, you will have to pay an onboard ticket issuing fee (450 yen for routes that include a Tokyo Metro line section, 350 yen otherwise) in addition to the purchase of a new Limited Express ticket. 

Other tickets

You cannot use a ticket (and the transport to which it applies) if you cannot show it on your smartphone.

Note: if you cannot display your ticket although your smartphone is functioning well and your battery is not dead, then you may have logged into the wrong account. In that case, refer to the question “The tickets I purchased are not displayed when I log in again. What should I do?” in that FAQ.

The email may have been moved to the spam folder of your email box. Please check your spam folder. Besides, emails may not be delivered to mobile phone carriers emails addresses (addresses ending by @docomo.ne.jp, @ezweb.ne.jp, @softbank.ne.jp, @i.softbank.jp, etc.): we recommend you use another email address or your SNS (social media) credentials.

Please be aware that purchase completion notice emails cannot be sent again. 

However, even if you have not received any purchase completion notice email, you can check your ticket by logging into EMot Online Tickets.

You will automatically receive a purchase completion notice email every time you purchase a ticket. Print this email and use it as a receipt. Be aware that we cannot reissue (resend) the purchase completion notice email.

There is no discount for people with a disability certificate for tickets sold in EMot Online Tickets. Please contact Your Guide to All Things Hakone or the Odakyu Customer Center.

After logging into the account where your problem occurred, touch the “Menu” icon at the top left of the screen, then “FAQ/Inquiries” and “Select here for inquiries by email”.

If you do not have registered an account yet, please send an email to support@emot.jp.

EMot Support Desk: +81(0)50-5835-2429

Opening times: 9:00 a.m. to 5:00 p.m. (Japan standard time)