Please be aware of suspicious emails, phone calls, and messages impersonating JR Central or its Group companies.
Our Lost & Found Inquiry Center may contact customers by email or telephone. However, we will never ask for customers' personal information without providing a specific explanation of why it is needed.
For inquiries on "find chat"
We may not be able to locate your lost item if there are too many blank fields and insufficient information is provided about the item. Please be as detailed as possible in your answers.
Personal information such as a customer's name, telephone number, and address will not be used for any purposes other than responding to lost item inquiries.
For details, please refer to “Treatment of personal information in the use of "find chat"”.
find chat may be subject to maintenance without prior notice.
Information to Check Before Submitting Your Inquiry
When we receive an inquiry on a lost item, we will request the following information. Please confirm this information before making an inquiry.
Circumstances at the Time the Item was Lost
If you left the item behind on the train
- Date of travel
- Approximate times of boarding and alighting
- Section traveled
- Name or number of train
- Car number
- Seat number
- Specific location of item (on overhead rack, under seat, in restroom)
If you lost your item at a station
- Date of travel
- Approximate time you were at the station
- Name of station
- Specific location of item (inside/outside the ticket gates, on the platform, at the ticket sales counter, near the ticket machines, in restroom, etc.)
Details of Lost Item
Please provide as many details as possible when making your inquiry
| Lost item | Information which will be requested |
|---|---|
| Mobile phone | Carrier name, model, color, type (flip style, etc.), with/without a strap or cover, etc. |
| Bag | Type (paper bag, plastic bag, handbag, backpack, travel bag), color, contents |
| Umbrella | Color, type (stick umbrella, folding umbrella, parasol, etc.), designs or patterns, features of handle |
| Wallet | Color, description, contents (amount of cash, etc.) |
| Ticket | Date of boarding, section of travel, place of purchase, date and time of purchase |
| Commuter pass | Type (magnetic type, TOICA commuter pass, etc.), section of the pass, railway company and station from which it was purchased, whether it is in a card case (if so, description such as color) |
| Keys | Type (residence, bicycle, locker, etc.), quantity, with/without a key case or key ring |
| Other | Name of item, color, description, contents, etc. |
- If your wallet contains an item that shows your name, such as a driver's license, please let us know.
- Even if you are able to locate your cell phone using the GPS data, an immediate response may not be possible.
About lost property inquiries
Lost & Found Inquiry Center
find chat
- Inquiry method: Chat
- Available 24 hours a day
- Attaching a picture of the lost item at the time of inquiry will make an accurate identification of the item possible and increase the chances of it being found. We may not be able to locate your lost item if there are too many blank fields in the Other section and insufficient information is provided about the item. Please be as detailed as possible in your answers.
- Confirmation of lost items whose inquiries are received using "find chat" will be made in sequence by representative personnel. Also, depending on the status of the inquiry, a reply may not be provided until the following day.
Telephone inquiry
- Phone: 050-3772-3910
- Hours: 9:00-17:00 JST
- Please follow the voice guidance and select “3.”
- The phone lines are particularly busy between 9:00 and 11:00.
- Please ensure you dial the correct number.
- If you have trouble getting through on the telephone, please use “find chat.”
Registering lost property information
- At JR Central, we compile information on lost items which have been found at stations or in trains in a “Lost Item Management System.”
- Please note that a certain amount of time will be required from the time we take custody of an item until it is registered in our system.
- Registration of your item may not have been completed at the time of your inquiry.
Identification of Lost Items
- Under our regulations, we are unable to provide images or detailed information about found items.
- In general, we will use our system to confirm whether lost items have been found.
Inquiries of Other Railway Lines and the Police
- Some trains may operate through services to or from JR East, JR West, or other private railway lines.
- If an item has been lost on a train, customers are requested to also contact other railway companies.
- A person who has found a lost item may have reported it to a police station.
- If several days have passed since the item was lost, please check the Prefectural Police website.
Storage of Lost Property
Storage and Transfer
- Found items will be kept at the station where they were handed in or at another designated location for a certain period of time.
- As a general rule, found items that have exceeded the storage period will be transferred to the JR Central Lost & Found Center in Aichi Prefecture.
- It may take several days for items to be transferred.
- The JR Central Lost & Found Center does not offer in-person pickup of found items.
- Some lost items will be handed over to the police station having jurisdiction over JR Central Lost & Found Center.
- Found items cannot be claimed after three months have passed from the date they were handed in.
Food Items
- For hygiene and safety reasons, food and other perishable items may be disposed of.
- Food with a short shelf life and chilled or frozen items may be disposed of within 24 hours of being found, regardless of their expiration date.
IC Cards and Commuter Passes
- It may be possible to reissue registered IC cards and IC commuter passes.
TOICA Cards
The following cards can be reissued at JR Central TOICA counters.
- Registered TOICA Card
- Child TOICA Card
- Disability Fare TOICA Card
TOICA commuter passes can be reissued at the TOICA counter of the company that issued the commuter pass.
Pickup of Found Items
Pickup at a station
- If a lost item has been found at the station, Customers will need to go to the location where the item is being held in order to reclaim it.
- Transportation expenses will be the responsibility of the customer.
- The pickup period cannot be extended and the location or station of pickup cannot be changed.
Pickup by owner
Please bring personal identification documents which can be used to confirm your identity.
E.g.
- Driver's license
- Individual Number Card
- My Number Health Insurance Card
- Student card
- Other official ID
If you do not have any of the above, please bring a document that confirms your name.
E.g.
- Certificate of Residence
- Passport
- Utility bill
- Lease agreement
Pickup by authorized representative
Please bring the following with you.
- Identification document for the authorized representative
- Written authorization letter
Please include the following information in the authorization letter
- Title (e.g., Authorization)
- Date
- Details of authorizing party (owner of lost item), (e.g. address, name (signature or seal), telephone number)
- Details of authorized representative (person picking up the item) (e.g., address, name, telephone number)
- Details of authorization (e.g., “I hereby authorize [Name of Representative] to act as my representative and grant them full authority to collect my lost property (Item: [Name of Item]) from JR Central on my behalf.”)
- Details of lost item (e.g., item, characteristics, etc.)
Pickup at a Lost & Found Office
“Lost & Found Offices” are located at the following stations.
- Tokyo
- Shin-Yokohama
- Shizuoka
- Hamamatsu
- Nagoya
- Kyoto
- Shin-Osaka
For locations, please refer to the page for each station under "Maps of station layouts."
Maps of station layouts
Return by Post
If you are unable to come to a station, we can send the item to you by courier or other delivery service.
Shipping Costs and Delivery
- The delivery cost will be paid by the customer.
- Found items can only be shipped on a cash-on-delivery (COD) basis from the Lost & Found Center.
- Packaging costs may be incurred.
- We are unable to accommodate requests for a specific delivery carrier or shipping method.
- We are unable to provide information on shipping costs or the expected delivery date.
- We are unable to provide the name of the delivery company or the tracking number after the item has been shipped.
- If you have a preferred delivery date, we will inform the delivery company, but no guarantees will be given.
Found Items That Cannot Be Shipped
Items of the following nature cannot be shipped and may only be picked up at the station.
- Explosives
- Combustible substances
- Hazardous items
- Musical instruments
- Large luggage
- Other items that the delivery company is unable to handle
Hazardous items will be disposed of after the storage period has expired.
Shipment of Food Items
- We do not offer refrigerated or temperature-controlled shipping.
- As items will be shipped by regular delivery, we cannot guarantee the quality or condition of the item.
Cash only, found items containing cash
- If you wish to have a found item that is cash only shipped to you, it will be sent by registered cash mail. Shipping and handling fees will be deducted from the found cash amount. The receipt and remaining amount will then be sent to you.
- If you wish to have a found item containing cash shipped to you, additional charges will apply in addition to the cash-on-delivery (COD) shipping fee.
If the wrong item is shipped
- If the item shipped to you does not belong to you, you will be responsible for returning it to the sender at your own expense.
Overseas Shipping
-
If you wish to have an item shipped internationally, please use the following service.
eBackHome
If you find someone else's lost item
- If you find a lost item at a station or on in a train, please inform a station employee or train crew member.
- If items are found in locations other than JR Central facilities, please submit them to the nearest police station.