Purchasing/using items
Purchasing issues
Can't make purchases/send gifts
You may be unable to purchase stickers and themes in the following cases:
1. The sticker set or theme is only available for a limited period.
You will not be able to purchase it after the period has expired.
2. The sticker set or theme is not available.
Stickers and themes sometimes go on sale at different times in the App Store and Google Play. Additionally, some stickers and themes are only available from certain app stores (the App Store, Google Play) or on LINE STORE.
3. The payment method is not accepted.
Google Play payments are not supported in some countries and regions, and on some devices.
In this case, you will not be able to purchase any items from the Sticker and Theme Shops.
4. Some stickers are only available in certain countries.
If the sticker set’s details page says “Not on Sale,” or if you cannot find the set in the Sticker Shop, that means you cannot purchase or download it.
LINE Coin purchases are made through Google and Apple. If you see any errors or are unsure of passwords that you are required to enter when making a purchase, please contact Google or Apple directly.
If you were not issued Coins after purchasing them, please see the following Help article:
If the Send as gift button doesn't appear for the sticker set or theme you've selected, it means that it cannot be sent as a gift.
You will also be unable to send items as gifts if the recipient:
• Is using a version of the LINE app that doesn't support the item you want to send.
• Has blocked you.
• Hasn't registered a phone number to their account.
Note: In this case, the person can receive gifts if they verify their account with a phone number.
Duplicate payments/Cancelations
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, we may not be able to do so.
Please inquire below:
Note: If you made your purchase through Apple, we cannot check the purchase history. In this case, please contact Apple directly.
Didn't receive purchased items
Please check your Coin balance and purchase history by following the steps below:
1. Go to More > Settings.
2. Tap Coins.
Tap here to open the Settings menu from your smartphone.
If there are any problems with your balance or purchase history, please see the following articles:
If you haven't received your Coins, please restart your device, then check the transaction status on Google Wallet again.
Note: If you don't know your login information, please contact Google directly.
If the issue is not resolved after checking Google Wallet, please contact us via the Inquiry Form.
When purchasing packs of 500 Coins or more, the bonus Coins are already included in the total number of Coins.
50 Coins
100 Coins
200 Coins
500 Coins (Includes 100 bonus Coins)
800 Coins (Includes 200 bonus Coins)
1,600 Coins (Includes 400 bonus Coins)
3,300 Coins (Includes 900 bonus Coins)
Note: If you purchase a pack of 500 Coins, you are paying for 400 Coins and get 100 bonus Coins for free.
You can see your bonus Coin balance on the Coin management page.
The LINE Credit you can charge on LINE STORE is a different currency from LINE Coins. LINE Credit can only be used to purchase items on LINE STORE.
Note: You cannot combine LINE Credit with LINE Coins, or use it to purchase items inside LINE or its family apps. Please use your LINE Credit on LINE STORE.
First, try checking your sticker purchase history with the steps below:
1. Tap More > Settings > Stickers.
2. Tap Purchase history and check your past transactions.
Tap here to open the settings menu from your smartphone.
If the stickers you thought you purchased don't appear in your Purchase history, it may be that you didn't complete the transaction after purchasing Coins.
If there are any issues with your purchase history, please see the following Help article:
Please check your purchase history after purchasing the theme(s).
1. Go to More > Settings > Themes.
2. Tap Purchase History.
Tap here to open the settings menu from your smartphone.
If there are any issues with your purchase history, please see the following article:
Missing items
Please try the troubleshooting tips below if you are unable to use the items you previously purchased after changing devices.
Download your stickers again:
1. Go to the Friends or More tab > Settings.
2. Tap Stickers > My Stickers > Download all.
Download your themes again:
1. Go to the Friends or More tab > Settings.
2. Tap Themes > My Themes.
3. Tap Download next to each theme.
Check your Coin balance:
1. Go to the Friends or More tab > Settings > Coins.
Note: Coins cannot be transferred between different OSes (e.g. from iOS to Android and vice versa).
Tap here to go to LINE's settings on your smartphone.
If the tips above do not resolve your issue, it is possible that your account was not transferred successfully. In this case, the following data will not be carried over:
• Your item purchase history
• Your Coin balance
• The phone number registered to your LINE account
• Your friends and groups
• Your chat history
• The registered data of each app linked to your LINE account
It may still be possible to transfer some of your paid items. For more information, please see this Help article.
If you were unable to transfer your account, we may be able to restore your purchased items.
We can restore:
- The right to use your LINE stickers and themes (including those received as gifts)
- Your purchase history and LINE Point/Coin balance
Note: Coins cannot be carried over between different OSes, such as from iPhone to Android and vice versa.
- Your Credit balance charged from LINE STORE
Please apply to restore your items via the link below after installing the LINE app and creating an account.
Important: For LINE game items and data, please send an inquiry from within the relevant game app.
Stickers/Emoji
Sticker issues
If you are having trouble downloading or using stickers, please try the following:
• Restart your device.
• Update the LINE app here.
• Check your network connection.
• Check the available amount of space on your device.
• Download the stickers again.
To delete and re-download your stickers:
1. Go to More > Settings > Stickers > Sticker Options.
2. Tap the red icon next to the sticker set > Delete.
3. Go back to Stickers.
4. Tap Purchase History > select the stickers in question, then tap Download.
If the issue persists after trying the steps above, please contact us using the Inquiry Form.
Please follow the steps below to report creators' stickers or themes.
Note: The creator of the sticker set/theme you report won't be notified that you did so.
1. Select the sticker set or theme.
2. Tap Report at the bottom of the screen.
3. Select your reason for reporting the sticker set or theme, then tap Agree & send.
If the content you reported violates our Terms and Conditions of Use, we will take appropriate action.
Note: Please understand that we are unable to provide you with the results of our investigation or any action that we take.
If no suggestions for stickers or emoji appear when you enter text, please try the steps below.
1. From the Friends or More tab, tap Settings > Chats > Display suggestions > Languages.
2. At the top right of the screen, tap Edit > "-" next to English > Delete.
3. Re-download English.
If the issue persists after you've tried the steps above, please try:
• Updating the app to the latest version.
• Using your standard OS keyboard.
Using stickers
You can check which stickers will expire soon or have already expired from your sticker selection list in a chat.
Stickers with a yellow badge will expire within 10 days.
The number of days remaining will appear at the bottom of the sticker tab.
Stickers with a red badge have already expired.
They will be deleted automatically 20 days after the expiration date or when you tap the sticker tab and move to another tab.
You will need to use Coins to purchase stickers in the LINE app. If you don't have enough Coins, you'll need to purchase some before you can buy stickers.
If you have enough Coins, try purchasing stickers with the following steps:
1. Go to More > Sticker Shop.
2. Select the sticker set you want to buy.
3. Tap Purchase.
Tap here to open the Sticker Shop page from your smartphone.
Any sticker set with the Send as gift button on its purchase page can be sent to a friend as a gift.
To send stickers as a gift:
1. Tap the Wallet or More tab > Sticker Shop.
2. Tap the sticker set you want to send.
3. Tap Send as gift.
4. Choose a friend and tap OK.
5. Choose a gift character and tap Send as gift or Purchase gift.
Tap here to go to the Sticker Shop page from your smartphone.
Note:
- If custom stickers are sent as a gift, only the recipient can edit the caption.
- Users with a version of LINE earlier than 9.4.5 cannot receive custom stickers. If you'd like to send custom stickers to someone using an earlier version, please ask them to update the LINE app.
If you carry over your LINE account or reinstall the app, you will need to download your stickers again using the steps below:
1. Go to More > Settings > Stickers.
2. Tap My Stickers.
3. Tap Download all at the bottom, or tap the download icon next to each sticker set.
Tap here to open the My Stickers page from your smartphone.
The suggest feature lets you quickly choose emoji and stickers that match the text you enter.
Note: Some paid stickers and emoji are not compatible with this feature.
To change the suggest feature settings:
1. From the Friends or More tab, tap Settings > Chats.
2. Tap Display suggestions.
3. Turn the setting for Display suggestions ON or OFF.
You can move to the Display suggestions screen by tapping here on your smartphone.
Custom stickers let you personalize them by adding your own captions.
Note: Custom stickers can be used with LINE version 9.5.0 and later. Update LINE to the latest version here.
To purchase custom stickers:
1. From the More tab, tap Sticker Shop, or from the Home/Friends tab, tap Services > Sticker Shop.
2. Tap the custom stickers you want to purchase.
3. Tap Edit caption.
4. Enter your caption and tap Done.
5. Review your caption on the preview screen and tap Purchase.
Note: The character limit for captions varies by sticker set.
You can also edit captions for custom stickers after downloading them. For the steps to edit custom sticker captions, see this Help article.
To use custom stickers that were sent to you as a gift:
1. From the Friends or More tab, tap Settings > Stickers.
2. Tap Gift Box > the relevant item under Received.
3. Tap Edit caption.
4. Enter your caption and tap Done.
5. Review your caption on the preview screen and tap Download.
Note: The character limit for captions varies by sticker set.
You can also make changes to captions for custom stickers after you've downloaded them. For the steps to edit captions, see this Help article.
Message stickers let you personalize them by adding full sentences (up to 100 characters, including spaces).
Note: Message stickers can be used with LINE version 10.3.0 and later. Update LINE to the latest version here.
To preview how your text will look in message stickers before purchasing them:
1. From the More tab, tap Sticker Shop, or from the Home/Friends tab, tap Services > Sticker Shop.
2. Tap the message sticker set you want to purchase.
3. Tap the sticker you want to preview.
4. Select Enter message under the sticker being previewed.
5. Enter your text and wait for it to automatically appear on the sticker.
Note:
- Previewed messages won't be saved.
- When you purchase the message sticker set, it will be downloaded with sample text.
You can also edit the text in message stickers after downloading them. For the steps to edit message sticker text, see this Help article.
You can purchase stickers (including message stickers) by following the steps in this Help article.
You can change the text in message stickers as many times as you like.
To edit a message sticker:
1. Tap a message sticker set from your sticker selection list in a chat.
2. Tap the sticker you want to edit.
3. Tap the pencil icon at the top left of the sticker preview.
4. Enter your text and tap Save.
Note:
- You can enter up to 100 characters (including spaces).
- Editing text will not affect message stickers that have already been sent.
Your new text will be saved in the sent message sticker so it can be used again later. For information on how to edit message stickers without saving them, see this Help article.
To send a message sticker with edited text in a chat without saving it, follow the steps below.
1. Enter your sticker text in the text box and tap the sticker icon.
2. Tap the pencil icon in the list of stickers.
Note: The text you entered will be applied to all of your message stickers.
3. Tap the sticker you want to send.
4. Check the preview and tap the sticker to send it.
After you send the edited message sticker, its text will go back to how it was before.
For information on how to edit the text in message stickers and save it, see this Help article.
Emoji issues
Try the following if you can’t download or use emoji:
• Restart your device.
• Update LINE here.
• Check your network connection.
• Delete any unnecessary apps and data on your device.
If you’re still experiencing issues after trying the above, we’ll look into it further. Please contact us via the Inquiry Form.
Using emoji
To purchase emoji:
1. Tap the Wallet or More tab > Sticker Shop.
2. Tap the Emoji tab.
3. Tap the emoji set you want to purchase.
4. Tap Purchase > OK.
You can also tap and hold emoji in a chat and tap Shop to go to the purchase screen.
Note: If you want to purchase several different emoji sets used in a single message, you need to tap and purchase each set separately.
You need to use Coins to purchase emoji in the LINE app. For information on how to purchase Coins, please see this Help article.
To download emoji:
1. From the Friends or More tab, tap Settings > Stickers.
2. Tap My Stickers.
3. From the Emoji tab, tap the emoji set you want to download.
4. Tap Download.
You can also download all emoji sets at once by tapping Download all at the bottom of your emoji list.
To change the order in which your emoji sets appear:
1. From the Friends or More tab, tap Settings > Stickers.
2. Tap Sticker set order.
3. Tap the Emoji tab.
4. Tap and hold the icon to the right of an emoji set and move it up or down and set it to the order you want it to be displayed.
To delete emoji:
1. From the Friends or More tab, tap Settings > Stickers.
2. Tap Sticker set order.
3. Tap the Emoji tab.
4. Tap the red icon next to the emoji set and tap Delete.
5. Confirm by tapping Delete once again.
To re-download emoji sets you've deleted, go to My Stickers > the Emoji tab.
For steps on how to download emoji sets, please see this Help article.
Coins
Using Coins
You can purchase LINE Coins (used for buying stickers and themes) by tapping Settings > Coins > Buy. For instructions on how to purchase LINE Coins, see this Help article.
Payments for LINE Coins are made through the App Store. Please visit the website below for more information on making payments.
If you are short Coins when trying to buy stickers or themes, but have enough Points to make the purchase, they will be automatically exchanged for Coins.
The following versions of LINE will convert the Points you have saved up automatically.
• iOS
LINE version 6.8.5 and later
• Android
LINE version 6.8.2 and later
You can check your Coin balance from your smartphone here.
The amount that appears under My Coins will include your LINE POINTS converted to Coins.
The exchange rate may differ depending on the country you are using LINE in. You can view the various rates here.
Your balance will appear under My Coins as in the following examples (For countries where 1 Coin = 2 Points):
• If you have 60 Coins and 80 Points, your balance will be 100
• If you have 10 Coins and 100 Points, your balance will be 60
• If you have 0 Coins and 100 Points, your balance will be 50
• If you have 0 Coins and 90 Points, your balance will be 45
Themes
Theme issues
If you've updated the LINE app but are still unable to download or use themes, please try the troubleshooting tips below:
• Restart your device.
• Check your network connection.
• Check how much free space you have on your device.
• Follow the steps below to re-download your themes.
Note: Apply the Original theme before trying the steps.
1. Go to the Friends or More tab > Settings.
2. Tap Themes > My Themes > Edit.
3. Tap "-" > Delete.
4. Go back to My Themes.
5. Tap Download.
6. Tap Apply.
If you're still having issues after trying the troubleshooting tips above, please contact us via the Inquiry Form.
Using themes
Any theme with the Send as gift button on its purchase page can be sent to a friend as a gift.
To send a theme as a gift:
1. Tap the Wallet or More tab > Theme Shop.
2. Tap the theme you want to send.
3. Tap Send as gift.
4. Choose a friend and tap OK.
5. Choose a gift character and tap Send as gift.
Tap here to open the Theme Shop from your smartphone.
Gifts
Sending/using gifts
For information on how to send stickers and themes as gifts, see the Help articles below.
Note: Coins cannot be sent as gifts.
You need to download stickers that are gifted to you in order to use them. Please follow the steps below to do so.
1. Go to More > Settings > Stickers.
2. Tap Gift Box > the relevant item under Received.
3. Download the stickers.
Tap here to open the Settings menu from your smartphone.
Some sticker sets are only valid for a limited time. The validity period for those stickers will start to count down from the day they are downloaded.
Note: If the above mentioned stickers are sent as a gift, their validity period will start to count down after 16 days from the day they were received.
LINE Stickers Premium
Service overview
There are two subscription plans available for LINE Stickers Premium.
• Monthly plan: JPY 240 (tax included)
• Yearly plan: JPY 2,400 (tax included)
Note: A Student plan is also available. For more information, see this Help article.
First-time subscribers can try out LINE Stickers Premium for free during a trial period. The length of the free trial period depends on when you subscribe, so be sure to check yours when you sign up.
You can also change your plan at any time. For more information, see this Help article.
To purchase a LINE Stickers Premium plan:
1. Start LINE and tap the Home/Friends tab > Stickers under Services.
2. In the LINE Stickers Premium area at the center of the screen, tap Go Premium.
3. Select a plan and agree to the Terms and Conditions of Use.
4. Follow the on-screen instructions and continue with your purchase.
5. Tap OK.
Usage environment
LINE Stickers Premium can be used with the following system specifications.
• LINE app version
Android and iOS devices: Versions 9.10.0 and later
• Supported OS versions
- iOS 10.0 or later
- Android 4.4 or later
This service is not supported on:
• Tablets
• PCs
• Other devices that cannot support the use of the LINE app
LINE Stickers Premium can only be used with LINE accounts registered in Japan.
Note:
- You can use the service overseas if your device's international roaming setting is turned ON.
Note:
- You can use the service overseas if your device's international roaming setting is turned ON.
- If you move to another country and your registered information changes, you will no longer be able to use LINE Stickers Premium.
Linking with LINE
You will not be able to transfer any of your LINE Stickers Premium data (such as your plan purchase history and downloaded stickers) unless you re-install the LINE app and transfer your account.
Also, your paid plan will continue to renew automatically even if you uninstall the LINE app during the plan period. If you don't want to use LINE Stickers Premium any more, you need to cancel your plan.
Deleting your LINE account will also delete your LINE Stickers Premium usage history (such as your plan purchase history and downloaded stickers). This data cannot be restored, so please be careful not to delete your LINE account by mistake.
Also, your paid plan will continue to renew automatically even if you delete your LINE account during the plan period. If you don't want to use LINE Stickers Premium any more, you need to cancel your plan.
You can keep using all of your LINE Stickers Premium information (even if your new device runs on a different OS) by transferring your LINE account.
If you changed to a device with a different OS and want to change plans or delete your account, you need to cancel your plan on your old OS before transferring your LINE account. To change plans after transferring your account, wait until your canceled plan expires, then sign up for a new one.
Note:
- After canceling your plan, you can keep using it until its remaining days run out.
- For more information on canceling your plan, see this Help article.
Please understand that your LINE Stickers Premium information cannot be transferred to unsupported devices or OSes.
Your LINE Stickers Premium information will be transferred automatically if your Apple ID is the same as before.
If your information isn't transferred automatically, follow the steps below to transfer it:
1. Tap the Home tab > Settings > Stickers > LINE Stickers Premium.
2. Tap Restore subscription.
Plans
Students currently attending a university, graduate school, junior college, vocational school, technical junior college, high school, or middle school in Japan are eligible for the Student plan.
Note: If you're a minor, you need permission from a parent or guardian to subscribe to this service.
• Student plan: JPY 120/month (tax included)
First-time subscribers can try out LINE Stickers Premium for free during a trial period. The length of the free trial period depends on when you subscribe, so be sure to check yours when you sign up.
You can also change your plan at any time. For more information, see this Help article.
First-time subscribers can try out LINE Stickers Premium for free during a trial period. The length of the free trial period depends on when you subscribe, so be sure to check yours when you sign up.
You can use Premium stickers as soon as you purchase a plan.
To start your free trial:
1. Tap the Home/Friends or More tab > Stickers.
2. Tap the LINE Stickers Premium area in the center of the screen.
3. Select a plan and agree to the Terms and Conditions of Use.
4. Check the payment details and tap Confirm.
5. Tap OK.
Note: You will not be charged if you cancel your subscription at least 24 hours before your free trial ends. If you continue using the plan after your free trial is over, you'll automatically start to be charged for your subscription.
You can pay for your LINE Stickers Premium subscription through:
• The App Store
• Google Play
For details about making payments, please see the link below for your device.
Changing/canceling/re-subscribing to plans
To change your plan:
1. Tap the Home tab > Settings > Stickers > LINE Stickers Premium.
2. Follow the instructions on the Manage subscription screen to cancel your plan.
Note: When changing to or from a Student plan, please cancel your current plan and subscribe to a new one from the Sticker Shop.
To cancel your subscription:
1. Tap the Home or Friends tab > Settings.
2. Tap Stickers > LINE Stickers Premium.
3. Follow the instructions on the Manage subscription screen to cancel your subscription.
Note: If you subscribed to LINE Stickers Premium from LINE STORE, a pop-up will appear asking you to open LINE STORE. Please go there to cancel your subscription.
We'd also like to ask for your feedback in order to make future improvements to the service. Please tell us why you are canceling your subscription in the LINE Sticker Premium Customer Satisfaction Survey. (Selecting the link will take you to the survey page.)
Features
Other
Before sending an inquiry, check the other Help pages to see if you can find a solution there.
If you're still unable to resolve the issue, please contact us via the Inquiry Form.
Note:
- We look into inquiries in the order we receive them, and will work to address yours as quickly as possible.
- We may contact you again with additional questions if we need more information to conduct our investigation.