What to do, step by step
- 01
Move to the side
Let other passengers pass. Keep the same card or phone you used, and note the message on the gate reader.
- 02
Go to a staffed gate
Show your card or phone, your entry station and where you want to go. Bring any paper ticket or booking confirmation too.
- 03
Follow the instructions from staff
Staff can tell you whether to top up, correct the journey record or use a different ticket. Keep your route and any return journey in mind.
Where to go at the station
Step aside. Do not force it or keep tapping.
Show your card or phone. Ask staff to check.
What might be causing it?
Low balance
Your balance may be too low for the journey. Staff can direct you to a compatible top-up or fare-adjustment machine. Payment methods vary.
Unfinished trip
A previous entry or exit may need checking. Tell staff where you entered and what happened at the last gate.
Unsupported journey or service
JR East does not allow continuous IC travel between separate IC areas. Some services also need an extra ticket.
Card or device problem
Show staff the reader message. Charge a phone if possible, but do not assume every device works when switched off.
A little help with the words
Show this to station staff
このICカードで改札を通れないのですが、 確認していただけますか？
My IC card is not working at the gate. Could you check it, please?
This does not replace the station’s instructions.
Do I need an extra ticket?
An IC card does not cover every train or journey. On JR East, limited-express and Shinkansen travel can require additional tickets or a different ticketing arrangement. Check the exact train and seat before boarding; adding balance alone will not fix every issue.
Check whether this train needs another ticketStill not sorted?
What if there is no member of staff nearby?
Look for the station’s intercom or assistance button and follow the displayed instructions. If the problem concerns a mobile wallet, you may also need your device or card issuer’s support.
Will topping up always fix it?
No. Topping up addresses balance, but not an unfinished trip, an unsupported journey or every device problem. Ask staff to check the cause before changing your ticket or card.