Buy Anytime, Anywhere

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.

Limited Express tickets

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 ticket 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.

Other tickets

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.

Some tickets of types 1 and 2 can be purchased by a representative and transferred to other users like children. You can check what tickets are compatible with the transfer function and how to transfer a ticket on the following page.

Note: Japanese “Kids Phones” cannot be used.

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.

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.
*Children under 6 years old do not require tickets.

Limited Express tickets

If the Romancecar Limited Express service for which you purchased a ticket from Odakyu’s digital ticket purchase website (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.

Tickets other than Limited Express tickets

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.

You can check what tickets are compatible with the transfer function and how to transfer a ticket on the following page.

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.

For questions not listed above regarding online purchasing, please click here.

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).

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 Odakyu’s digital ticket purchase website (EMot Online Tickets) to receive the ticket.

Recommended browsers:

– For iPhone: Safari

– For Android: Google Chrome

To display your tickets in Odakyu’s digital ticket purchase website (EMot Online Tickets), first log in and then:
– For Limited Express Tickets: tap the “Tickets Purchase & Check” button of the “Home” screen.
– For other tickets: tap the top left “Menu” button, then “My Page” and “List of owned tickets”.