FAQ

Please check the following points:

• ■Ensure credit card information is entered correctly.
• ■Ensure the credit card has not expired.
• ■Ensure the transaction does not exceed your credit card limit.
• ■Ensure you are operating in a stable communication environment.

If payment is still unsuccessful after multiple attempts, we kindly ask you to try another payment method within the purchase period of your reservation.

※If payment is required before the booking is completed, please contact us here.

JapanBusOnline has introduced "3D Secure 2.0", a global security standard for credit cards, to ensure safe usage for our customers.

3D Secure 2.0 is a personal authentication service recommended by VISA, Mastercard, JCB, AMEX, and Diners Club International for safer online credit card transactions.

If 3D Secure authentication fails during credit card payment and "E21" occurs, please check the following:

• ■Using a device (smartphone or PC) different from usual.
• ■Selected a credit card that does not support 3D Secure (including some debit/prepaid cards).
• ■Authentication error (Personal authentication password not registered,
  Incorrect password, or cancelled without entering the password).

※We cannot determine exactly which cause applies to the error.
Please contact your credit card company regarding 3D Secure 2.0 support status, specific authentication methods/settings, or if one-time passwords do not arrive.

If you have another credit card, please try using that as well.

• ●During Member Registration: "If Authentication Email does not arrive"
  There is a link "Click here to resend authentication email" at the bottom of the login screen.
  Enter your registered email address here to re-send the authentication email if not verified yet.
  Please check your mail filter settings and ensure you can receive emails from the [j-bus.co.jp] domain.
• ●After Booking: "If Booking Confirmation Email does not arrive"
  Members can use the "Resend Booking Confirmation Email" function from "Booking List" on My Page.
  You can also send it to a different email address than the one used for booking.
• ●After Payment: "If Payment Email does not arrive"
  Members can use "Resend Payment Email" from "Booking List" on My Page.
  Guests can use "Resend Payment Email" from Booking Inquiry.
  You can also send it to a different email address than the one used for booking.

※Please note that non-receipt of email does not mean the booking is invalid.
Please check the following:

• ■Does the email address contain special characters like "! # $ % & ' * + / = ? ^ ` { } ~"?
  Emails may not arrive if these special characters are used.
• ■Is a dot "." used at the beginning of the email address, immediately before @, or consecutively?
  Emails may not arrive if dots are used in these ways.
• ■Are you using domain-designated reception filters?
  If so, please allow emails from [j-bus.co.jp].
• ■Has the email been sorted into spam or trash folders?
• ■Customers using ~@ezweb.ne.jp addresses, please read here.

• 〇Before Booking
  Listed on the route/schedule detail screen.
• 〇After Booking
  Member: My Page, Booking Confirmation Email, Payment Email.
  Guest: Booking Inquiry, Payment Email.

※Depending on the bus company's policy, contact information may not be listed on this site.
Please check the respective bus company's website for contact details.

JapanBusOnline does not accept inquiries by phone.

JapanBusOnline is a web service for customers to book highway buses themselves.
We do not accept bookings by phone or proxy bookings. For phone bookings, please contact the bus company directly.

If you have inquiries, please use the investigation form.
※We cannot accept booking cancellations after WEB reception hours.

JapanBusOnline Inquiry

https://japanbusonline.com/en/Inquiry/InputForm/

After logging in to your JapanBusOnline My Page, if the ticket status for the relevant reservation is red [Not Issued], payment has not been completed.

Please check your email and try the payment again.

If the status is green [Issued], payment has been completed.

Please check the following points:

• ■Does the email address contain special characters like "! # $ % & ' * + / = ? ^ ` { } ~"?
  Emails may not arrive if these special characters are used.
• ■Is a dot "." used at the beginning of the email address, immediately before @, or consecutively?
  Emails may not arrive if dots are used in these ways.
• ■Are you using domain-designated reception filters?
  If so, please allow emails from [j-bus.co.jp].
• ■Has the email been sorted into spam or trash folders?
• ■Customers using ~@ezweb.ne.jp addresses, please read here.

If the authentication email has not arrived, there is a " Click here to resend authentication email" item at the bottom of the login screen.
Enter your registered email address here, and if authentication is not complete, we will send an authentication email.
Please check your mail filter settings and ensure you can receive emails from the [j-bus.co.jp] domain.

Email addresses cannot be changed.
After logging in, please withdraw your membership from "Withdrawal Procedure" on My Page, and then register again with your new email address.

For details, see here

Changes other than email address are possible from the "Member Info" menu on My Page after logging in.

For details, see here

You can withdraw from the "Withdrawal Procedure" in the "Member Info" menu on My Page after logging in.

Please note that booking history and favorite information will be deleted.

※You cannot withdraw if you have bookings before boarding.

For details, see here

Upon registration, an authentication email is sent to the registered email address.
Please access the Automatic Authentication URL listed in the email to complete the procedure.
Once authentication is complete, main registration is done, and you can log in with your registered email and password.

If the automatic authentication email has not arrived, see " Click here to resend authentication email" at the bottom of the login screen.
Enter your registered email address here, and if authentication is not complete, we will resend the email.
Please check your mail filter settings and ensure you can receive emails from the [j-bus.co.jp] domain.

※If the authentication URL does not work, please contact us from here.

There is a " Forgot Password?" item at the bottom of the login screen.
You can check your password by entering your email address there.
Please check your mail filter settings and ensure you can receive emails from the [j-bus.co.jp] domain.

There are no restrictions if the email sent from JapanBusOnline can be received.
However, if the email address meets the following conditions, the email may not reach you.

• ■Using special characters like ! # $ % & ' * + / = ? ^ ` { } ~
• ■Using a dot "." at the beginning, immediately before @, or 2 or more consecutively.
• ■Using domain-designated mail filters.
  Please allow emails from [j-bus.co.jp].

※After booking, members can resend the confirmation email from "Booking List" on My Page.
Guests can resend from Booking Inquiry.
You can also send to a different address than the booking one, so please use this feature.

Also, please check the following:

• ■Does the email address contain special characters like "! # $ % & ' * + / = ? ^ ` { } ~"?
  Emails may not arrive if these special characters are used.
• ■Is a dot "." used at the beginning of the email address, immediately before @, or consecutively?
  Emails may not arrive if dots are used in these ways.
• ■Are you using domain-designated reception filters?
  If so, please allow emails from [j-bus.co.jp].
• ■Has the email been sorted into spam or trash folders?
• ■Customers using ~@ezweb.ne.jp addresses, please read here.

Buses that have not started accepting reservations or whose reservation period has ended on JapanBusOnline will not be displayed.
There may also be routes not handled by this site.
For details on reservation start and end times, please contact the operating bus company.

Even if online reservations have ended, it may still be possible to reserve seats directly with the bus company if there are vacancies.
Please contact the operating bus company for further information.

Round-trip reservations can only be made if the outbound and return journeys are in the same fare zone.
If the boarding or alighting points for the outbound and return are different,
or if there are buses operating with special fares on the route,
round-trip reservations cannot be made. Please book each leg separately or consult the bus company.

We are sorry, but round-trip reservations with WEB discount or early bird discount are not available.
Please book one-way for each leg.

If the number of people differs, you need to book separately.
Booking numbers will be separate, so seats might be separated even if there are vacancies.
If you have seat preferences, please consult the bus company.

If boarding/alighting points differ among passengers, you need to book separately.
Booking numbers will be separate, so seats might be separated even if there are vacancies.
If you have seat preferences, please consult the bus company.

You enter the representative's name and phone number when booking.

If a different person is riding, please enter the passenger's information.

Also, the passenger must carry the ticket.

For some routes handled by JapanBusOnline, if the departure date is close, you can make a reservation only by completing the JapanBusOnline payment at the same time as booking.
If you wish to make a reservation, please carefully read the notes regarding JapanBusOnline payment before proceeding.

Also, once you have completed the JapanBusOnline payment, no changes can be made except for "Cancel Reservation".
Please note that a cancellation fee will be charged for cancellations after payment.

※Depending on the route, some payment methods may not be available (Credit Card / d-Payment / PayPay / au PAY).

■If your desired discount is not available on the reservation screen, one of the following reasons may apply. For details, please contact the bus company directly.

• ・No discount fare is set for that bus
• ・Reservations via "JapanBusOnline" are not supported

■For customers using disability or attendant discounts

• ・The scope of discounts varies by bus company, but attendants may also be eligible.
• ・[Important] Please be sure to present your certificate (handbook) when boarding. If not presented, you will be required to pay the difference from the adult fare.

■For customers using student discounts

• ・If you do not have your student ID at the time of travel (e.g., after graduation or before enrollment), please check with the bus company in advance.

※Note: If you book under a category that does not meet the conditions (such as "Child fare"), you may be required to pay the difference or be refused boarding. Please be sure to confirm in advance.

Child fare rules may vary by bus company, but
generally, elementary school students (6 to under 12) are Child fare.

Infants under elementary school age are free if sitting on a guardian's lap,
but Child fare is required in the following cases:

• ・Accompanied infants exceed 1 person (Child fare needed from the 2nd person)
• ・Infant uses 1 seat
• ・Infant travels without a guardian

※ Actual Child/Infant regulations may vary, so please ask the bus company directly.

Reception periods are set by the bus company for each route.
Examples include 1 month before, 1 month + 1 day before, 2 months before, etc.
Start times also differ.
For round trips, sometimes the return trip can be booked on the outbound release date, and sometimes it must wait until its own release date even within the round-trip period.
Please check with the bus company for details.

JapanBusOnline does not have a waiting list system.

Please check availability periodically yourself, or
consult the bus company.
Note that JapanBusOnline availability check is not real-time.
It is updated approximately every hour.
On PC and smartphone, "Seats are as of YYYY/MM/DD HH:mm" is displayed for your reference.

To register a favorite route, search for your desired route and date, then click "★Register to Favorite Route" on the right side where Route Name, Flight, Car, and Bus Company are displayed.

New bookings are restricted if you hold 5 or more one-way unpaid bookings (e.g., 2 round trips + 1 one-way).

If you reach this limit, please pay for the bookings, or
make a phone booking with the bus company instead of WEB booking.
※Limit counts unpaid bookings only.
※Bus company bookings are generally not reflected on JapanBusOnline.

For large groups, phone booking with the bus company might be smoother for seat arrangements.

Buses with a "Restroom" icon during booking have restrooms.
However, extra buses (Car No. 2 etc.) or vehicle changes due to maintenance may result in a bus without a restroom.

Travel insurance is available for JapanBusOnline payment users during checkout.
Please consider it.

For airport lines, usually only buses TO the airport are bookable. Buses FROM the airport cannot be booked.
This is due to potential flight delays.
Please purchase tickets directly at the bus counter or ticket machine at the airport on the day of boarding.

The valid round-trip period varies by bus company.
If it exceeds the valid period, you cannot make a round-trip booking, so
please book one-way for each leg.

Also, regarding return trip booking availability relative to outbound release dates, check with the bus company.

Some routes do not disclose seat numbers on My Page (Member) or Booking Inquiry (Guest) after booking.
※This is set by the bus company's policy.
If you wish to check, please contact the bus company.

The number of available seats is not displayed in real time, but is based on data aggregated at regular intervals.
Therefore, it is possible that the bus may actually be fully booked.
To prevent trouble, seats may be assigned so that people of different genders who are not in the same reservation are not seated next to each other.(Settings may vary depending on the route, bus, or car number.)
Therefore, even if there are empty seats, you cannot book/change if only seats next to the opposite gender are open.
Please consult the bus company.

JapanBusOnline performs automatic seating.
Depending on vacancy, seats may be separated.
If you have seat preferences, please consult the bus company.

Some routes allow seat selection during booking.
If available, a "Seat Selection" icon is shown.
For buses without seat selection service, seats will be automatically assigned or will be non-reserved (first-come, first-served basis).

※Even with seat selection, wishes may not be met due to operational reasons.

There are also routes where "seat change" is possible after payment via JapanBusOnline.
Please check "Seat Change After Payment" in My Page (for members) or Booking Inquiry (for guests).

Also, gender constraints may prevent changes even if seats are open.

If the "Seat Change" function is not available from the reservation change icon, the route does not support "Seat Change After Payment".
Please consult the bus company.

If booked on JapanBusOnline, the following changes are possible on the site ONLY BEFORE TICKET ISSUANCE.

• ■Cancel All Bookings
• ■Cancel Return Trip Only (Round Trip)
• ■Reduce number of passengers
• ■Change Date/Time (Flight Change)
• ■Change Boarding/Alighting stops
• ■Add Return Trip to One-way
• ■Seat Change ※Selected routes only.

※However, some routes, Early bird, Coupon bookings, Seven-Eleven payments only allow "Cancel All Bookings".

For issued reservations, the following changes can be made on JapanBusOnline only if you have completed payment via "JapanBusOnline Payment (Credit Card / d-Payment / PayPay / au PAY)".

• ■Cancel All Bookings
• ■Cancel Return Trip Only
• ■Reduce number of passengers
• ■Change Boarding/Alighting stops ※Only within the same fare zone
• ■Flight Change after Payment ※Selected routes only.
• ■Seat Selection after Payment ※Selected routes only.

※Cancellation after issuance incurs a fee.

Bookings issued at convenience stores, agents, or bus windows CANNOT be changed on JapanBusOnline. Please contact the contact info on the ticket.

Adding an outbound trip is not supported.

Please cancel the entire booking and book again.

Reverse direction bookings cannot be fixed by change.
Please cancel the entire booking and book again.

Only unissued bookings allow increasing people.
Issued bookings cannot increase people. Please make a new booking for the additional people.

If web seat selection is unavailable and you want seats together, please consult the bus company before issuance (payment).

[About Seat Selection]
◇Unpaid Reservations◇

• ・Valid only at the time of new reservation. Seat selection can only be made at the initial reservation. If you change the bus, the seat selection will not be carried over.
• ・If you want to change your seat, in principle, please cancel and rebook.

(※Some routes allow seat changes without cancellation.)

■Notes (Cases where only cancellation is possible) In the following cases, only "Cancel All Reservations" is possible.

• ・Some routes
• ・Reservations with early bird discount, coupon tickets, etc.
• ・When using Seven-Eleven (various payment methods)

• ●Routes allowing Post-Payment Seat Change
  Please select seat from "Post-Payment Seat Change" in My Page.
• ●Routes NOT allowing Post-Payment Seat Change
  Please re-book.
  Cancellation fees apply for canceling paid bookings.
  ※Check the amount displayed during cancellation.

※After payment, you can resend the "Payment Email" from "Booking List" in My Page.
You can send to a different address, so please use it.

Also, check the following:

• ■Special characters in email address?
• ■Dots at start/end or consecutive dots?
• ■Domain filters? (Allow [j-bus.co.jp])
• ■Spam folder?
• ■Ezweb users see here.

We are sorry, but JapanBusOnline does not provide detailed boarding location guidance.
If the bus company provides a map link, it is in My Page/Booking Inquiry.
Please check the bus company's website or contact them directly.

※Please verify the location in advance.

JapanBusOnline handles various bus companies, and purchase methods differ.
Main methods:

• ■Credit Card on JapanBusOnline
• ■Convenience Store
• ■Bus Company Window

etc.

Available methods for your booking are detailed in the "Booking Confirmation Email".

※If you haven't received the email, please resend it from My Page/Booking Inquiry.

Emergency contacts are listed on the ticket.
Please check in advance.

Buses depart on time. No waiting. No refunds/changes for missed buses.

Cancellation/Refund after WEB hours requires phone contact during bus company business hours.
Limited to the period specified by the bus company at the specified location.
(Some companies do not allow change/cancel/refund after the deadline.)
Confirm details on the ticket.
No refund after operation without a "Non-boarding Certificate" issued by the bus company.
※Some firms don't issue certificates or allow refunds after deadlines.
※For early morning/late night buses, counters might be closed.
Refunds due to suspension (weather etc) are exceptions.

Phone lines may be busy.
We cannot accept post-departure cancel/refund requests if you couldn't get through.
Contact form inquiries cannot process refund/changes.
Please cancel with plenty of time.

Same applies if you miss the bus due to delays in connecting transport.
The bus runs with your seat occupied, so please understand.

Please call the number on the ticket.
Checking the location is also recommended.
※Real-time status is not available on JapanBusOnline. Check bus company HP.

We accept no responsibility for trouble/damage due to wrong location or missing the bus.
No refund/change via contact form.

Please arrive with time to spare.
Check location in advance on My Page or Bus Company HP.

If you are not present at departure time, the bus company/crew will not contact you individually.

Changes on JapanBusOnline are possible ONLY if paid by credit card on the site.

• ■Cancel All
• ■Cancel Return Only
• ■Post-payment flight change ※Selected routes
• ■Post-payment seat selection ※Selected routes

※Cancellation after issuance incurs fees.

Tickets issued at Convenience Stores/Windows CANNOT be changed on JapanBusOnline. Please consult the contact on the ticket.

Check the confirmation email if the booking supports convenience store payment.
There are usually 2 methods. Try the one in the email.
Check here for methods.

Mobile Ticket service allows showing the ticket screen on your device.
It can be issued 2 hours before boarding from My Page (Member) or Booking Inquiry (Guest).
Details here.

If the purchase deadline for your reservation is exceeded, it will be automatically cancelled and you will not be able to purchase a ticket with that reservation number.
Please make a new booking.

Baggage handling varies by operator. Please ask the bus company in advance.
※Oversized baggage may be refused on the day.

For details, see here

Long distance buses usually stop every 2-3 hours.
However, night buses may stop for crew change where passengers cannot disembark.
Ask the crew.

Please contact the bus company.
Check contact info via My Page/Booking Inquiry.

Delays may occur due to traffic, road conditions, weather, etc.
We are not responsible for damages due to delay.
No refunds or compensation. Please book with ample time.
Thank you for your understanding.

Refund methods/deadlines depend on payment method.
※Limited to within deadline (and business hours). Fees apply.

• ■JapanBusOnline Credit Card Payment(or d-Payment, PayPay, auPay)
  ⇒Cancel from My Page (Member) or Booking Inquiry (Guest).
  ※Check deadline in "email ticket / purchase confirmation email".
  ※Cannot cancel via inquiry form.
• ■Convenience Store
  ⇒Contact the location listed on the ticket.
• ■Bus Company Window
  ⇒Refund at purchase window.
  If you cannot go directly, call the bus company reservation center.

(Related) Q5: I might be late. Can the bus wait? Refund?

Flights may be suspended due to typhoons, snow, accidents, etc.
You can check suspension info on My Page or "Suspension Notice" on TOP, but
this is only info notified by bus companies, not all routes.

JapanBusOnline has a Suspension Notice Email Service.
※Implemented by bus company preference per route, so some are excluded.

●Service Overview
If suspended, we email guidance to registered members.
Applies to all members.

【Target Bookings】
Booked on JapanBusOnline
Settled on JapanBusOnline

Notes
Based on data registration.
Suspension might exist even if no email sent.
For non-supported routes, contact depends on bus company operation.
Checking with the bus company is recommended.

If cancelled before suspension decision, it is treated as normal cancellation and fees apply.
Please understand.

Cancelling only the outbound trip is not supported.
Please cancel all and re-book.

Refunds after departure time for settled bookings cannot be accepted
even for reasons like non-receipt of email, mistakes, wrong dates, or duplicates.

Please confirm contents carefully at application and payment.
Check My Page even if you closed the completion screen.
※Email non-receipt does not invalidate booking.
System does not block duplicate bookings.

・Bookings are valid only for the specified flight. Invalid after departure.
No refund/change. Even if you don't ride, you occupied a seat, so payment obligation exists.
※Same for missing bus/wrong stop.

Post-deadline cancellation requires phone contact.
Must be within bus company specified period.
Check ticket for details.
No refund without Non-boarding Certificate.

Phone lines may be busy.
If you couldn't get through, we cannot accept post-departure requests.
Please cancel with ample time.

Once settled, data is sent to the card company.
Upon cancellation, refund and fee data are sent. It is not a "cancel payment" process usually.
Depending on the card issuer/closing date, it may be offset, or billed then refunded later (next month etc).
Please contact your credit card company for details on billing timing and statement display.

Debit cards deduct immediately upon validity check.
Upon cancellation (full/partial), validity is checked again for the new amount (cancellation fee),
causing a second deduction of the new amount.

The first deduction will be refunded, but timing depends on the card issuer.

It may look like a double charge temporarily,
but refund will be processed.

※Refunds may take a long time.
For detailed timing, please ask your card issuer.

Debit/prepaid cards are convenient but behave differently from credit cards regarding changes/refunds.
Please understand this system difference.
※We are not responsible for temporary double charges.

• ●Depends on timing.
• ●Purchase and Cancel in same month
  Payment is cancelled.
  No refund if no deduction. Check statement.
  
• ●Purchase and Cancel in different months
  Purchase month amount might be deducted.
  Cancel amount is deducted from next month's billing. Check statement.
  

If cancelled, d-Point usage is cancelled and points are returned.
However, if points have expired by the time of refund, they cannot be returned.

You can use from 1 point (1 point = 1 yen) within your available balance.

d-Points are awarded for the amount (tax included) paid by means other than d-Points.
1 point per 100 yen (tax included).

Please check the following points:

• ■Ensure d-Payment usage limit has not been reached.
• ■Ensure a card that cannot be used for d-Payment is not being used.
  Only VISA and Mastercard can be used for d-Payment.
  JCB, AMEX, etc., cannot be used.
• ■Ensure payment is made via Docomo line, not Wi-Fi.
  If you have a Docomo line contract, you cannot use Wi-Fi connection for this payment.
  Please switch to the Docomo line to make the payment.
  
• ※If you are not a Docomo line subscriber, you can use Wi-Fi connection.

If payment is still unsuccessful after multiple attempts, we kindly ask you to try another payment method within the purchase period of your reservation.

※If payment is required before the booking is completed, please contact us here.

• ●Depends on timing.
• ●Purchase and Cancel in same month
  Payment is cancelled.
  No refund if no deduction. Check statement.
  
• ●Purchase and Cancel in different months
  Purchase month amount might be deducted.
  Cancel amount is deducted from next month's billing. Check statement.
  

If paid via "JapanBusOnline Payment" (Credit Card, d-Payment, PayPay, auPay), you can issue a receipt on the site.

※Downloadable as PDF on PC/Smartphone.

■The "Receipt" issued by JapanBusOnline is a service displaying usage based on payment data.

■Please verify with your accounting department if this WEB receipt is acceptable for reimbursement.

■Issue from Completion Screen or "Issue Receipt" in My Page/Booking Inquiry.

■Issuable (displayable) only once per booking. Second time onwards will differ (Re-issue mark).

Be careful with the addressee name.

※For Credit Cards, the Usage Statement from the card company is the official receipt.

■Only "JapanBusOnline Payment" allows strict web receipt issuance.

Tickets bought at convenience stores, windows, or other sites regarding this system.

■Issuable period: From payment until 42 days after boarding (outbound for round trip).

Cannot issue after this period.

■Cannot split receipt amount for multiple people.

Please understand.

For tickets bought by other means, contact the issuer/window.

We receive many inquiries about delayed emails to free email addresses.
If emails don't arrive, please wait a while, or use the "Resend Email" function in My Page/Booking Inquiry with a different email address.
We apologize for the inconvenience.

We receive many inquiries about non-receipt of emails at "~@ezweb.ne.jp".
If correct settings don't help, changing the "Spoofing Regulation" level often helps.

Please check settings before registration/booking/payment.

Links for AU spam filter settings:

• About AU Spam Filter (KDDI Site)
• AU Spam Filter Details (KDDI Site)
• Strengthening AU Spam Measures (KDDI Site)
• [Important] About the Automatic Setting of "Automatic Spam Regulation" (AU Site)