Time-sensitive help

What do I do now?

Choose what went wrong and get the fastest practical next step.

Start with the problem in front of you. Keep your ticket, receipt or booking open while you check the guide.

Browse all problems

TrainTickets, gates and missed connections.LuggageForwarding, storage and collection.Finding PlacesWhen a pin is right, but the entrance is not in sight.HotelsCheck-in, storage and changes to your stay.PaymentsCards, cash and practical fallbacks.What Do I Do Now?The next move when time is short.

Need an answer now?

Start here

I missed the last trainDo this first: Ask station staff whether any connection is still running before you leave the station.My IC card does not have enough money at the exitDo this first: Read the gate display, then use the fare-adjustment machine or staffed gate.Coin lockers are fullDo this first: Check one other exit or floor, then switch to a staffed storage counter or delivery desk.I need to send luggage to an AirbnbDo this first: Do not send it until the host confirms a staffed person can receive it.My foreign card was declined on a Japanese websiteDo this first: Stop retrying and check your issuer's online verification before trying again.I cannot find the restaurantDo this first: Check the building name, floor number and station exit before walking away.

Choose the problem

Get to the right guide

Each guide starts with the next practical move.

Transport problem

I missed my reserved ShinkansenDo this first: Show staff the booking product before taking another train.My previous JR train was delayed and I missed my ShinkansenDo this first: Keep your tickets and explain the delayed connection at the staffed gate.My IC card has money but the gate rejects itDo this first: Stop repeated taps and show the same card or phone to station staff.I lost my Shinkansen ticket before exitingDo this first: Tell the conductor or staffed gate before trying to leave.I missed the last trainDo this first: Ask station staff whether any connection is still running before you leave the station.My IC card won't work for this train tripDo this first: Go to a staffed gate and ask which ticket or fare you need instead.My IC card does not have enough money at the exitDo this first: Read the gate display, then use the fare-adjustment machine or staffed gate.I need an extra ticket after tapping my IC cardDo this first: Check the train type and buy the required extra ticket before boarding.The Shinkansen machine gave me two ticketsDo this first: Keep both tickets together and read which fare each one covers.I have a large suitcase for the ShinkansenDo this first: Add the three outside dimensions of your case before you book or board.I need to take a carry-on suitcase on a train or subwayDo this first: Keep it upright and close to you, away from the doors and aisle.I left something on the trainDo this first: Tell station staff the operator, line, time and a precise description of the item.

Luggage problem

Coin lockers are fullDo this first: Check one other exit or floor, then switch to a staffed storage counter or delivery desk.I need to send luggage to my next hotelDo this first: Ask the receiving hotel to confirm it can accept the suitcase before you send it.I need to send luggage to an AirbnbDo this first: Do not send it until the host confirms a staffed person can receive it.I want to send luggage from a convenience storeDo this first: Confirm the destination can receive it, then check that the store accepts the service.My forwarded luggage has not arrivedDo this first: Find the waybill receipt, ask the hotel to check under your name, then track it with the carrier.Tracking says Delivered, but the hotel cannot find my bagDo this first: Show the waybill to reception, verify the destination, then contact the carrier if unresolved.My hotel cannot receive the luggage I sentDo this first: Contact the carrier with the waybill and explain the receiving limitation before requesting a change.

Payment problem

My foreign card was declined on a Japanese websiteDo this first: Stop retrying and check your issuer's online verification before trying again.I do not understand a restaurant ticket machineDo this first: Check the order and payment flow before inserting cash or choosing an item.

Can't find the place

I cannot find the restaurantDo this first: Check the building name, floor number and station exit before walking away.Google Maps sent me to a platform in a different stationDo this first: Match the railway operator and line before you follow the platform number.

Hotel or booking problem

I need my hotel to store my luggageDo this first: Show your reservation and ask reception for the exact collection deadline.My hotel is asking for my passportDo this first: Show it to reception and ask which details they need for your stay.