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Purchase and Payment Issues

Call Credit not received toggle
Please check your Call Credit balance and purchase history by following the steps below.

1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom of the screen.
4. Tap Purchase History to see your purchase history.
 

If you have issues with your balance or purchase history, please select the following depending on the place of purchase.


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30-Day Plan not received toggle
Please check your Call Credit balance and purchase history by following the steps below.

1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom right of the screen.
4. Tap Purchase History.


After checking your Purchase History, please select the issue you are experiencing.


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In-App purchase not received toggle
If you did not receive an item purchased using an Android device, please restart your device, then check the transaction status on Google Wallet.

Google Wallet
https://wallet.google.com/
If you are unsure of your login information, please inquire with Google.

If the problem is not resolved after checking Google Wallet, please contact us with the order number.


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LINE STORE purchase not received toggle
Charging your LINE Credit will not automatically purchase Call Credit for LINE Out.

You can purchase Call Credit and 30-day plans using the following steps after charging your LINE Credit.

1. Go to the following URL.
https://store.line.me/call/list
2. Select the 30-day plan or Call Credit you want to purchase. For 30-day plans, please select the country and line type you want to call.
3. Select Purchase and log in to LINE STORE. On the PC version of LINE STORE, clicking a Call Credit pack will direct you to the login page immediately.
4. Select a payment method and press OK.

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Issues making purchases toggle
Call Credit purchases are made through Google and Apple’s systems. If you see any errors or are unsure of any passwords that you are required to enter when making the purchase, please inquire with Google or Apple.

If you do not receive the Call Credit or 30-day plan you purchased, please refer to the following article.

Missing Call Credit
30 Day Plan Not Showing Up

If you are experiencing issues making purchases on LINE STORE, please contact us using the form below.

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Duplicate payments toggle
If you were charged for the same purchase multiple times, we can check your purchase history and cancel the duplicate payments. However, if you have already used the Coins or Credit purchased, we may not be able to do so.

Please see the corresponding article for the type of item you purchased.

Please note that we cannot check your purchase history if you made the purchase through Apple. Please inquire directly with Apple instead.


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Call Credit disappeared toggle
The validity of Call Credit purchased on LINE STORE and in the Android app is 180 days. Even if you have remaining balance, you will no longer be able to use it from the 181st day after their purchase.

We appreciate your understanding.

To check your purchase history, please see the following.

Checking Your LINE Out Purchase History

If you are experiencing issues after changing to a new device, getting your device repaired, or reinstalling the app, please refer to the article below.

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Checking your LINE Out purchase history toggle
You can check your LINE Out purchase history by following the steps below.

LINE app
1. Go to More > tap the Call tab.
2. Tap the keypad icon on the top of the screen.
3. Tap the settings icon on the bottom right of the screen.
3. Tap Purchase History.
You can see all Call Credit purchased within the app and on LINE STORE.


LINE STORE (smartphone browser)
1. Tap the icon on the top left of the LINE STORE home page.
2. Tap Log In.
3. After logging in, tap the icon on the top left of the page again.
4. Tap your name.
5. Tap Purchase History to see your purchased items.
You can only see your purchases made on LINE STORE.

LINE STORE (PC browser)
1. Click Log In on the top right of the LINE STORE home page.
2. Log in to LINE STORE.
3. Click on your name at the top right of the screen.
4. Click on the Purchase History tab to see your purchased items.
You can only see your purchases made on LINE STORE.

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30-Day Plan purchased but cannot make calls toggle
Each 30-Day plan is only available for the country and line type selected at purchase. For example, there are two types of 30-Day plans for Japan, one for landlines only and one for landlines and mobile phones.

If you are trying to call a country or line type that is not included in your plan, you will not be able to use the 30-Day plan and will be asked to purchase Call Credit instead.

Please follow the steps below to change the country you wish to call and check your 30-Day plan.

Steps to Change the Recipient’s Country
1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Check that the country and country code at the top of the keypad tab are the correct ones for the friend you want to call.
You can make international calls using LINE Out by selecting the recipient’s country and entering their phone number on the Keypad tab.

Steps to check your 30-Day plan
1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom right of the screen.
4. Check the country and type of 30-Day plan you have at the top of the page.

After checking the above, please try the following.
1. Update your LINE app from the URL below.
2. Restart your device.

If the issue remains after trying the steps above, please contact us using the Problem Report Form.

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Other purchase and payment issues toggle
If you have inquiries about LINE Out, or if you have issues with payments or purchases, please contact us through the inquiry form.

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