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
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, check your sticker purchase history by following the steps below.
1. Tap the Home tab > 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 you're still having issues, please see this Help article.
First, check if the theme appears in your purchase history by following the steps below.
Note: Themes cannot be used on iPads or other tablet devices.
1. Tap the Home tab > Settings > Themes.
2. Tap Purchase history.
Tap here to open the Settings menu from your smartphone.
If you're still having issues, see this Help article.
Missing items
If you're unable to use items you previously purchased after changing devices, try the troubleshooting tips below.
To download your stickers again:
1. Go to the Home tab > Settings.
2. Tap Stickers > My Stickers > Download all.
To download your themes again:
1. Go to the Home tab > Settings.
2. Tap Themes > My Themes.
3. Tap Download next to each theme.
To check your Coin balance:
1. Go to the Home 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 the Settings menu from 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, 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're having trouble downloading or using stickers, try the following troubleshooting tips.
• 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 the Home tab > Settings > Stickers.
2. Tap Sticker set order > Delete next to the sticker > 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, try the steps below.
1. From the Home 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, 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 can edit the captions for custom stickers as many times as you like.
To edit a caption:
1. Choose the custom stickers you want to edit from your list of sticker sets in a chat.
2. Tap Edit caption at the bottom of the sticker set.
3. Enter a new caption and tap Done.
4. Tap Save new caption.
Note: The character limit for captions varies by sticker set.
Editing a caption does not affect stickers that have already been sent.
You can also edit captions from the Sticker Shop and My Stickers.
You 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, you can purchase stickers by following the steps below.
1. From the Home tab, tap Stickers under Services.
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. From the Home tab, tap Stickers under Services.
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 9.5.0 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 transfer your LINE account or reinstall the app, you will need to download your stickers again.
To download stickers:
1. Go to the Home tab > 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 Home tab, tap Settings > Chats.
2. Tap Display suggestions.
3. Turn the setting for Display suggestions ON or OFF.
Tap here to open the Display suggestions screen from your smartphone.
Tap here to open the Display suggestions screen from 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 Home tab, tap Stickers under Services.
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 Home 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 Home tab, tap Stickers under Services.
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. From the Home tab, tap Stickers under Services.
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 Home 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 Home 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 Home 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.
When you purchase an item, your Points are automatically exchanged for Coins at a rate of 1 Coin per 2 Points.
Note: Your Points will not be exchanged if you've already purchased enough Coins to buy an item.
The Point exchange rate may differ depending on the country you're using LINE in. You can view the various rates here.
The Coins you've purchased and the amount of Coins that can be exchanged from your current Point balance will appear in your Coin balance. If you want to check your Coin balance, see here.
Themes
Theme issues
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 you've updated the LINE app but are still unable to download or use themes, try the following troubleshooting tips.
Note: Themes cannot be used on iPads or other tablet devices.
• 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 these steps.
1. Tap the Home tab > Settings.
2. Tap Themes > My Themes > Edit.
3. Tap "-" > Delete > OK.
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
To purchase a theme, follow the steps below.
Note: Themes cannot be used on iPads or other tablet devices.
1. From the Home tab, tap Themes under Services.
2. Tap the theme you want to purchase.
3. Tap Purchase.
Tap here to open the Theme Shop from your smartphone.
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. From the Home tab, tap Themes under Services.
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 or Purchase 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.
To download stickers:
1. Go to the Home tab > 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
LINE Stickers Premium is a flat-rate subscription service that gives you unlimited use of a variety of creators' stickers and emoji without having to purchase them.
LINE Stickers Premium offers Basic and Deluxe courses. For details, see this Help article.
LINE Stickers Premium offers Basic and Deluxe courses.
Basic course
Course details:
• Only supported creators' stickers can be used
• You can have up to five creators' sticker sets at a time
Plan details:
• Monthly plan: JPY 240 (tax included)
• Student plan: JPY 120/month (tax included)
• Yearly plan: JPY 2,400 (tax included)
Deluxe course
Course details:
• Get unlimited use of creators' emoji in addition to supported creators' stickers
• You can have up to 1,000 sticker sets and emoji at a time
Note: The number of sets you can have depends on how much storage is available on your device.
Plan details:
• Monthly plan: JPY 480 (tax included)
• Student plan: JPY 360/month (tax included)
• Yearly plan: JPY 4,800 (tax included)
Note: For more information on Student plans, 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 how long you have when you sign up.
You can also change your course/plan at any time. For more information, see this Help article.
To purchase a LINE Stickers Premium plan:
1. From the Home tab, tap Stickers under Services.
2. In the LINE Stickers Premium area at the center of the screen, tap Try it for free.
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: Version 10.21.0 or later
OS version
• iOS 12.0 or later
• Android 5.0 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/emoji) unless you reinstall 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 subscription.
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Deleting your LINE account will also delete your LINE Stickers Premium usage history (such as your plan purchase history and downloaded stickers/emoji). 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 subscription.
If you change devices, you can keep using all of your LINE Stickers Premium information by transferring your LINE account.
If you change to a device with a different OS (e.g. from iOS to Android or vice versa) and want to change your plan (course) or cancel your subscription, you need to cancel your subscription on your old OS before transferring your LINE account. To change plans after transferring your account, wait until your canceled subscription expires and then sign up for a new one.
Note:
- After canceling your subscription, you can keep using the plan (course) until its remaining days run out.
- For more information on canceling your subscription, see this Help article.
You can keep using your LINE Stickers Premium subscription on another LINE account by following the steps below.
Note: You need to use the same Apple ID as before.
To restore your subscription:
1. Tap the Home tab > Settings.
2. Tap Stickers > Manage subscription.
3. Tap Restore subscription.
Plans
To continue using LINE Stickers Premium after your student plan expires, you need to change your subscription to a Monthly or Yearly paid plan.
To go to the Manage subscription screen from your smartphone, tap here.
Note: If you are still a student, you can extend your student plan by updating your expected graduation date on the student verification screen.
Students currently attending a university, graduate school, junior college, vocational school, technical junior college, high school, or middle school in Japan are eligible for Student plans.
Note: If you're a minor, you need permission from a parent or guardian to subscribe to this service.
Student plans
• Basic course: JPY 120/month (tax included)
• Deluxe course: JPY 360/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 how long you have when you sign up.
You can also change your plan (course) 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 how long you have when you sign up.
You can use all Premium stickers as soon as you purchase a plan.
To start your free trial:
1. From the Home tab, tap Stickers under Services.
2. Tap the LINE Stickers Premium area in the center of the screen.
3. Select a plan (course) and tap Agree and continue on the Use of your information pop-up.
4. Follow the instructions on the payment screen.
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 (course) after your free trial is over, you'll automatically start to be charged for your subscription.
For details about canceling your subscription, see this Help article.
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.
LINE Stickers Premium offers Basic and Deluxe courses.
Basic course
Course details:
• Only supported creators' stickers can be used
• You can have up to five creators' sticker sets at a time
Plan details:
• Monthly plan: JPY 240 (tax included)
• Student plan: JPY 120/month (tax included)
• Yearly plan: JPY 2,400 (tax included)
Deluxe course
Course details:
• Get unlimited use of creators' emoji in addition to supported creators' stickers
• You can have up to 1,000 sticker sets and emoji at a time
Note: The number of sets you can have depends on how much storage is available on your device.
Plan details:
• Monthly plan: JPY 480 (tax included)
• Student plan: JPY 360/month (tax included)
• Yearly plan: JPY 4,800 (tax included)
Note: For more information on Student plans, 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 how long you have when you sign up.
You can also change your course/plan at any time. For more information, see this Help article.
An auto-renewal subscription is a billing method that automatically charges you from the day you start making payments.
The period you are billed for will differ depending on your plan.
• Monthly plan
You are charged once a month from the day you start making payments.
• Yearly plan
You are charged once annually from the day you start making payments.
Once your billing cycle begins, you can enjoy using LINE Stickers Premium without having to worry about renewing your plan until you decide to cancel your subscription.
Changing/canceling/re-subscribing to plans
To cancel your subscription:
1. From the Home tab, tap Settings.
2. Tap Stickers > Manage subscription > Manage subscription.
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.)
You can use your downloaded Premium stickers and emoji in chats. If you turn Display suggestions ON in your settings, you can also choose to use Premium stickers and emoji that you haven't downloaded when they appear as suggestions.
For more information about the suggest feature for stickers and emoji, see this Help article.
Features
With the Basic course, you can download up to five Premium sticker sets at a time.
If you want to use a different sticker set, you need to delete one of your current sets before you can download another.
Note: For the steps to delete a sticker set, see this Help article.
With the Deluxe course, you can download up to 1,000 Premium sticker and emoji sets at a time.
Note: The number of sets you can have will differ depending on how much storage is available on your device.
You can use your downloaded Premium stickers and emoji in chats. If you turn Display suggestions ON in your settings, you can also choose to use Premium stickers and emoji that you haven't downloaded when they appear as suggestions.
For more information about the suggest feature for stickers and emoji, see this Help article.
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.