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Purchase and Payment Issues

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Call Credit not received toggle
To check your Call Credit and purchase history: 
1. Tap the Friends or More tab > Settings.
2. Tap LINE Out > Purchase history.

Tap here to go to LINE Out Settings on your smartphone.

If there are any issues with your balance or purchase history, please refer to the Help article below that corresponds to your situation.

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I didn't receive my 30-Day Plan toggle
If you didn't receive your 30-Day Plan, first check your purchase history.

To check your purchase history:
1. Tap the Friends or More tab > Settings.
2. Tap LINE Out > Purchase history.

Tap here to go to LINE Out Settings on your smartphone.

After checking your purchase history, choose the link below for your situation:

• If the plan you purchased isn't in your purchase history, please contact us via this Inquiry Form.
• If the plan appears in your purchase history, but you can't make a call, please see this Help article.

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I didn't receive an item I purchased in the app toggle

If you didn't receive an item you purchased using an Android device, try restarting your device and checking the transaction status on Google payment center. 

Note: If you're unsure of your login information, please contact Google.


If trying the above doesn't solve the issue, please contact us again via the Inquiry Form with the order number from Google payment center. 

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I added Credit on LINE STORE but can’t use LINE Out toggle
LINE Credit and Call Credit are different virtual currencies. After adding LINE Credit to your account, you can use it to purchase Call Credit or a 30-Day Plan.
Note: LINE Credit is the virtual currency used to make payments on LINE STORE. Call Credit is the virtual currency used for making calls via LINE Out.

For steps on how to purchase Call Credit or 30-Day Plans on LINE STORE, please refer to this Help article.

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Issues making purchases toggle
In-app Call Credit purchases are made through Google and Apple's systems. If you see any errors or don’t know the password that needs to be entered when making a purchase, please contact Google or Apple directly.

If you didn't receive the Call Credit or 30-Day Plan you purchased, please refer to the following Help articles.


If you experience any issues when making purchases on LINE STORE, please contact us from this Inquiry Form.

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Duplicate payments toggle
If you were charged for the same payment more than once, we can check your purchase history and cancel any duplicate payments.

Contact us via this Inquiry Form.

Note:
- We cannot check the details of payments made through Apple. If your payment was made through Apple, please contact them directly.
- It may not be possible to cancel a duplicate payment if you've already used the Credit.

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My Call Credit disappeared toggle
Call Credit purchased on LINE STORE and on LINE for Android will expire 180 days from the date it was purchased. Any remaining Call Credit will be lost after 180 days.

To check your LINE Out purchase history, please refer to the steps in this Help article.

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Checking your LINE Out purchase history toggle
You can check your LINE Out purchase history via one of the methods below.

To check your history from the LINE app:
1. Tap the Friends or More tab > Settings.
2. Tap LINE Out > Purchase history.
Note: You can check your purchase history of Call Credit on the LINE app and on LINE STORE.

Tap here to go to LINE Out Settings on your smartphone.

To check your history on LINE STORE:
1. Log in to LINE STORE here.
2. Select Account page.
3. Select Purchase history.
Note: You will only see the items you purchased through LINE STORE.

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I see a 30-Day Plan in my purchase history, but I can't make calls toggle
Different 30-Day Plans are available for certain regions and types of phone lines. For example, if you're calling Japan, there are two possible plans: one for calling landlines only, and one for both mobile and landlines.

You cannot use your 30-Day Plan for calling regions or phone line types other than the ones specified in your plan. If you try to do so, you'll see a message about purchasing Call Credit.

To check the country LINE Out is set to call and the details of the 30-Day Plan you purchased, please follow the steps below.

To check the country LINE Out is set to call:
1. Tap Calls on the main menu.
2. Tap the keypad icon at the top of the screen.
3. Make sure that the country and country code (for example, +81) at the top of the screen are set to the country you want to call.
Note: With LINE Out, you can make international calls by simply selecting a country and entering a phone number.

To check your 30-Day Plan:
1. Tap the Friends or More tab > Settings.
2. Your 30-Day Plan will appear at the top of the screen. Check the call destination country and phone line types.

If you've checked everything above but still can't make calls, please try:
• Updating to the latest version of the LINE app here.
• Restarting your device.

If you're still having issues after trying the troubleshooting tips above, please contact us via the Inquiry Form.

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