Leave a Review Shinkansen smartEX App
The app has improved! New UI and functionality.
I am seeing a lot of negative reviews, but the new app is actually great. The UI is good, and you can do much more than on the website. All the negative reviews of the app are when the app looked like it was made in the 2000s and was terrible to work with, but it has since improved.Hiygrdghhcffghhgg
Do NOT Use This Terrible App, Buy Tickets In Person
If I could give this app zero stars, I would. Do not use it at all. The UI is completely horrible and severely outdated, it constantly blocks your account depending on what specific credit card you use, it locks your account very randomly and constantly logs you out within a very short amount of time WHILE using this app. If you want to book a ticket in advance, I recommend finding the time a few days before to go in-person and purchase your ticket that way. I bought my ticket on this app and the day of my departure, the app went on a maintenance schedule (only through my account because my other party members were able to access it) and when I attempted to use the web browser version of the app, it asked me to verify through email and despite doing so, it locked my account. Upon entering the station, the staff wasn’t even able to assist me in getting my ticket in time for my departure because so long as the app is inaccessible on my phone, they cannot help; regardless of having a reservation number or even account information provided for them. I had to buy ANOTHER physical ticket at the station so I wouldn’t miss my train. I was REALLY frustrated and am never using this app EVER again on my next trips to follow. DO NOT USE THIS APP BECAUSE IF IT DECIDES TO LOCK YOU OUT, IN PERSON STAFF CANNOT HELP YOU.Show lessmitsuhoney
It just works
Really saved us when the Shinkansen was out for a day and the ticket offices were slammed. Did not see the same problems others faced besides having a wait a few minutes after logging in and the security page for Amex hanging the first time.riley, discerning app critic
Horrible
I tried to log back into my account the day before my train left for kyoto but it kept saying error. So I called the customer service number and asked them for help logging back in. They couldn’t figure it out and couldn’t even give me a reason why my account is locked. So the only way to get your train tickets is through the app. Since I can’t access my tickets my train tickets got cancelled. So we had to go down to the train station to purchase new ones. They couldn’t even sell us the same seats that got cancelled and we paid almost doubled the price of what we originally paid. Also 2 other people I was traveling with got locked out of there accounts too. Now I understand why it only has 1 starShow lessJKoi18
Stopped working on iPhone
I found this app very helpful while traveling in Japan until the app started getting a message down for maintenance. Have been receiving that message now for almost 36 hours. Using an iPhone. App is working fine from my iPad. Is there an issue with iPhone usage?Independent1960
Not worth your frustration
If you read nothing else, just go to the Shin station to get your ticket. You will save more time getting in your car and driving to the station to purchase your tickets. Then you will trying to get them on this app. It is just infuriating. Clearly designed by a middle school intro to web design class. You would think they were guarding all the gold in Fort Knox with the number of times you need to sign in, and then sign in again to get to a different menu it’s just ridiculous. No fingerprint or facial recognition for quick transit… You literally have to stop in front of the turnstile and bypass multiple levels of security to access your digital tickets, check your train, or departure time.
The app itself is poorly designed, confusing, and clunky. That’s if it will even authenticate your credit card. You’ll spend 20 minutes, trying to get your tickets and then it won’t be able to validate your card. It’s just embarrassing… Stop researching and go to the shin station to get your tickets.Show lessVince9975667
DO NOT USE
Terrible app. We could not exit the train station with the QR codes provided by this app. Then the app suspended our account. No one at the stations could help us without logging into the app but the app couldn’t be logged in to without help from the station!!!!!
We’re currently stuck in the Okayama station. We’ve purchased tickets via this app but cannot access them nor can the ticket office. I guess I’m buying more tickets to get where I need to go.
Just buy tickets at the station. There are plenty of seats where ever you are going. There is no need to buy tickets early.Show lessstrangesteamboat
Won’t accept credit cards
Terrible app. It won’t accept credit cards when purchasing tickets but will accept and process it when you enter card details without fail to your account. Most VISA cards are not able to be processed when purchasing for some reason.
When changing small details for each trip, they make you do the entire process again and again. You can’t change seat preferences without picking the time and train from scratch.
App also logs you out if you don’t use it every 5 minutes with no option to disable. Incredibly disappointing app.Show lessV.ersailles
Terrible Experience - Buy At Station Instead
Bought tickets, got account locked out based on their silly “fraud check” mechanisms. Going to ticket office, they could not help and forced to call customer service number, where all they could do is cancel my account and tickets, when I wanted to regain access to my existing tickets. Now I need to back to the train station ticket office to purchase new tickets at a higher price and get new seats.
App is total waste of time and money. I still haven’t received a refund for my “cancelled” ticketsShow lessdell425234
Work ok but need improvement
Foreign credit card validation doesn’t work when you’re in your own country. It works fine once you’re in Japan. They should allow users to sign up first and then validate once users land in Japan if there is procedure requirement.Iamwhoim2
