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Tickets & PassesWEST QR Service User Guide
Tickets & Passes
Important Information You Should Know Before Use
· By using the WEST-QR on your smartphone, you can smoothly pass through ticket gates by scanning the QR code needed to board your train at the QR code reader.
· To use this service, you will need a smartphone with an Internet connection to obtain the QR code information when entering and leaving through the ticket gate.
* If you do not have a smartphone, you can still use WEST-QR by registering your ticket under the WEST-QR account of a companion.
In this case, the WEST-QR can only be used for the same travel itinerary as the companion who registered the account.* A QR code in a screenshot or printed on paper cannot be used.
* QR code is a registered trademark of DENSO WAVE Incorporated.
WEST QR How to use
Purchase via OTA site
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You can usually purchase tickets from OTA (online travel agent) websites.
Please contact your OTA for information on whether they handle tickets for this service.
After purchasing a ticket, you will receive a voucher from OTA. If do not receive your voucher, please check with the OTA where you made your purchase.
Account & Ticket Registration
How to register Account & Ticket
(you have no account for WEST QR)
Please access the User site from the link on WEST QR Voucher and follow the steps below to register as a member. Once you have completed the ticket registration, It is recommended to log out and bookmark the login screen.
[Important Information]
· If the authentication email does not arrive, please check the domain settings for the email address you have registered.
· If some time has passed since you registered, please check your domain settings, and then perform the account registration process again.
· The account registration process will not be completed until you have finished entering the authentication code.
How to register Ticket if you already
have account
Please register the tickets you plan to use under your account using one of the following methods.
Important information
· Once a ticket has been linked to an account, it cannot be unlinked from that account. For this reason, tickets that have been linked cannot be transferred or redistributed to a third party.
· Please note that in some cases your account might be locked if you make repeated mistakes when entering information.
· A single account can only be logged into from one smartphone at a time.
Tickets must be used from the smartphone belonging to the person who will be using the tickets.
Reserve a seat on the limited express Haruka
How to make a new reservation
You can make a reservation up to 30 days before the day when you will board HARUKA. Reservations can only be made through the "WEST QR User site".
Please check here to confirm if your ticket allows a reserved seat on the Limited Express Haruka. If you board without making a reservation in advance, please use the non-reserved seats. In this case, there will be no refund for the difference between the reserved and non-reserved seats.
How to change your reservation
You can change the seat(s) you have reserved as many times as necessary up until the departure time of the train for which you have reserved the seat(s).
! You cannot change your seat reservation after the departure time of the train for which you have a reservation! If you have made a reservation covering multiple passengers, please make reservation changes for each seat individually.
How to cancel your reservation
You can cancel the seat(s) you have reserved up until the departure time of the train for which you have reserved the seat(s).
! You cannot cancel your seat reservation after the departure time of the train for which you have a reservation! If you have made a reservation covering multiple passengers, please cancel reservations for each seat individually.
Important information
· The operation to change seat reservations or make new ones can be performed within the following period.
-
Before you use a ticket:
Possible starting from 30 days before the train which you would like to board.
(When you use a ticket, any seat reservations that are outside the validity period of the ticket will be automatically canceled.)
After you use a ticket (while a ticket is in use): Reservations can only be made for trains within the validity period of the ticket.
· If reserved seating for your desired train is full, please make a reservation for a different train, or use non-reserved seating on your desired train!
* If in such cases you use non-reserved seating, no refund for the difference between reserved and non-reserved seating will be provided.· Trains departing in less than 3 minutes cannot be selected for new reservations or as the trains to which reservations are changed.
· If the "Use ticket" button for your ticket is not pressed at least 3 minutes before the departure time of the train for which you have made a reservation, your seat reservation will be automatically canceled.
· If you miss the train for which you have made a reservation, the reserved seat becomes invalid, and no changes or refunds can be made. Please ride the train using a non-reserved seat available during that day. If you desire a reserved seat, you will need a separate reserved seat Limited Express ticket.
Activate Ticket
How to activate ticket
The "Use ticket" operation must be performed on the day on which you use your ticket.
You cannot pass through the ticket gate unless you perform the "Use ticket" operation.
Note that the validity period of your ticket starts the moment you perform the "Use ticket" operation, so be sure to perform the "Use ticket" operation on the day you intend to start using it.
Important information
· Cancellations are not possible after you perform the "Use ticket" operation.
· If reservations covering multiple passengers have been made, please perform the operation for each ticket individually.
· Seating reservations you have made will be automatically canceled if you have not performed the "Use ticket" operation at least 3 minutes before the departure time of the train for which you have made a reservation.
You will have to reserve seating again.· Please also check the Important Information regarding common "Use."
Use Ticket
How to pass through the ticket gate
with the QR code reader
Tickets can be used following one of the patterns below.
Please check the ticket gate and select the way you would like to pass through the ticket gate.
● If the ticket gate has a QR code reader
! Not all ticket gates at train stations have QR code readers, but most major stations have QR code readers installed on at least some of their ticket gate. Look for a red QR code reader like the one in the image.
[Important Information]
· QR codes change at regular intervals. Please note that screenshots of QR codes cannot be used.
If the ticket gate displays an error message, press the "
" button to refresh the QR code, and then hold it up to the QR code reader of the ticket gate again.· When holding the QR code to the ticket gate, increase the brightness setting of your smartphone's display to its maximum.
· You can tap the QR code to make it appear larger on your smartphone screen.
· If the ticket gate displays an error message, discuss the matter with station staff and show them your "Ticket No." If there are no staff at the ticket gate, please call a staff member using the call button attached to the ticket gate, and follow their instructions to enter or exit the gate.
· Please also check the Important Information regarding common "Use."
How to pass through the ticket gate
without the QR code reader
[Important Information]
· If the option you are looking for is not available, please contact us via the chatbot.
· Please also check the Important Information regarding common "Use."
● If you are having trouble scanning the QR code
When using WEST QR for multiple
passengers under a single account
- The following usage is only possible if all passengers are on the same itinerary.
(1) Perform the "Ticket registration" and "Use ticket" operations for all passengers using the service.
(2) While using the service, switch between tickets so that the tickets you use match the method you are using to enter through the ticket gate.
- If the ticket gate has a QR code reader
- If there is no QR code reader on the ticket gate (when scanning the QR code near the ticket gate with your camera)
- If you cannot pass through the ticket gate using any of the above methods
If you have a smartphone(The person who registered the account on behalf of), select the required tickets from "Tickets," and then from "Scan QR code" press "Select station," select the station where you are trying to pass through the ticket gate, and perform the "ENTRANCE" or "EXIT" process. If you have multiple companions with you, perform this process repeatedly while switching through the tickets.
If you have a smartphone (and have registered for an account), select your own ticket, and then pass through the ticket gate.! If the station is unstaffed and the ticket gate has a door, process all of your tickets, call a staff member using the intercom installed near the ticket gate, place your smartphone on the Camera stand with the QR ticket details screen displayed, and then tell the staff member that the QR code processing is complete. (The attendant who answers the intercom will open and close the door for you!)
! If you forget which ticket you used, check the "Used" on the ticket details screen for each ticket!
Important information
· The service cannot be used at the ticket gate for transferring between the Shinkansen and conventional lines.(You cannot use WEST-QR to board Limited Express trains other than the Shinkansen and HARUKA.) If you are transferring to the Shinkansen, exit through the ticket gate of the conventional line and enter through the Shinkansen ticket gate using your Shinkansen ticket.
* Be sure to note the time of your transfer.· In some cases it may not be possible to pass through the ticket gate if the entry/exit process was not completed successfully the last time you used the service with a tourist pass or a round-trip ticket. If you are unable to confirm whether the last entry/exit process was completed successfully, please inquire with the station staff or contact us via the chatbot.
Take your train
Refund / Change your ticket
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Changing the Start Date
You cannot change the date of use to a date outside the validity period (*) for the ticket that is displayed on the ticket screen.
● If you haven't performed the "Use ticket" operation yet
Until you press the "Use ticket" button, you can use the ticket by submitting a request to start using it on the date you want to use it within the validity period of the ticket, regardless of the date you specified when you purchased the ticket.
● If you have already performed the "Use ticket" operation
In principle, once you have performed the "Use ticket" operation, you will not be able to change the date on which you start using your ticket. For information on changes due to suspensions of train service or significant train delays, please see here.
Changes to the Number of Users
The number of users for your ticket cannot be changed. If you need to add more passengers, please purchase additional tickets sufficient to cover the number of total passengers from your travel agency. If the number of people covered by a ticket decreases, please apply for a refund to the OTA where you made your purchase.
Please be aware that no refunds for a ticket are possible after you have pressed the "Use ticket" button.
Changes to the Use Section
The use section cannot be changed. Please apply for a refund to the OTA where you made your purchase. Please be aware that no refunds for a ticket are possible after you have pressed the "Use ticket" button. Please purchase a ticket for the additional section of the journey separately at the station and report the purchase to the staff.
* The WEST-QR code will be processed and the additional tickets will be checked.
The handling of boarding and disembarking at intermediate stations varies depending on the product you purchased. Please check the product page for more details.
Refunds
Please apply for a refund to the OTA where you made your purchase. Please be aware that no refunds for a ticket are possible after you have pressed the "Use ticket" button.
For information on refunds due to suspensions of train service or significant train delays, please see here.
Delays and Suspensions of Train Service
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Changing the Date of Use
You cannot change the date of use to a date outside the validity period (*) for the ticket that is displayed on the ticket screen.
● If you haven't performed the "Use ticket" operation yet
Until you press the "Use ticket" button, you can use the ticket by submitting a request to start using it on the date you want to use it within the validity period of the ticket, regardless of the date you specified when you purchased the ticket.
● If you have already performed the "Use ticket" operation
It may not be possible to change the date of use for your ticket in some cases.
We will check the usage status of your ticket using the WEST-QR chatbot, so please contact us from WEST QR chat support.
Changes may not be possible in some cases, such as when you have already boarded the train or when your itinerary is for consecutive dates and the date you would like to change falls in the middle of those dates.
Refunds
If you have not yet performed the "Use ticket" operation, please apply for a refund to the OTA where you made your purchase.
● HARUKA One-way Ticket
If service is cancelled in the middle of the boarding section, or if the train is suspended, the ticket price will be fully refunded through the travel agency from which the ticket was purchased.
● Unlimited Ride Pass
No refund will be given due to non-availability of service, delays, or similar issues after a rail pass starts to be used.
We will check the usage status of your ticket using the WEST QR chat support, so please contact us from WEST QR chat support.
If a refund is possible after checking with the chatbot, you will need to apply for a refund with the OTA from which you purchased your ticket.
* In some cases, tickets cannot be refunded if they do not meet the criteria for refunds of tickets that have already been used.
In this case, travel agency arrangement fees and other charges may not be refunded. For more information, please contact the travel agency where you purchased your ticket.
FAQ
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■ I can't log in
Your account uses a format that incorporates your email address.
If you have completed your account registration, you should have received a "Sign up successful" email sent to the registered email address. If you have forgotten your password, tap "Forget your password?" to issue a new one.
■ I have not received a confirmation email
The authentication email might have been delivered to your spam folder. Please check the domain settings for incoming emails for the email address you have registered.
If some time has passed since your last registration, please check your domain settings and then start the account registration process again from the beginning.
■ I don't know my password
Tap "Forget your password?" to issue a new password.
● Registering tickets after logging into the dedicated site
● If you are registering multiple tickets under a single account
You can add tickets by clicking the "+Register ticket" at the bottom of the "Tickets" screen.
■ Ticket Registration Covering Multiple Passengers
· If you are using WEST-QR but do not have a smartphone, please register your ticket with the account of a companion who is traveling on the same itinerary.
· To register, use the same method indicated under "If you are registering multiple tickets under a single account."