I haven't received the items I purchased

Issues
LINE usage environment/Settings
- LINE usage environment
- Settings
Transferring/creating a LINE account
LINE account/Profile
Paid items (e.g. stickers, emoji, Coins)
Friends/Groups
Chats/Calls
Notifications
- Notification issues
- Notification basics
OpenChat
- OpenChat-related issues
- Live talk
Get more out of LINE
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About Business Alliances
- Inquiries about Business

Issues with paid items (e.g. stickers, emoji, Coins)

If you can't purchase items, refer to the section relevant to your situation.

Can't purchase items with Points

You may not be able to purchase an item with Points because you have an insufficient Point balance. In this case, please consider purchasing the item using a different method (e.g. LINE Coins, LINE Credit).

Useful info

You can use Points in place of Coins at a rate of one Coin for every two Points.
Note: The exchange rate may differ depending on the country you're using LINE in.

Can't purchase Coins

LINE Coin purchases are made through Google and Apple. 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.

Can't purchase stickers, themes, or emoji

You may not be able to purchase items (e.g. stickers, themes, emoji) in the following cases.

• The item is only available for a limited period of time.
You won't be able to purchase the item after the period has expired.

• The item is not yet available.
Items may become available for purchase at different times on iOS and Android. Additionally, some items are only available from either the Sticker/Theme Shop in the LINE app or on LINE STORE.

• Your payment method is not accepted.
Google Play paid purchases are not supported in some countries/regions and on some devices. In this case, you will not be able to purchase any items from the Sticker/Theme Shop.

• The item isn't available in your country/region.
Some items are only available for purchase or download in select countries/regions. Sales of items have also ended in some countries/regions.

If the details page for an item says that it is not for sale, or if it doesn't appear in the Sticker/Theme Shop, you cannot purchase or download that item.

Can't send stickers, themes, or emoji as gifts

If the Send as gift button doesn't appear for the item (e.g. sticker set, theme, emoji set) you've selected, it means that it cannot be sent as a gift.

You will also be unable to send an item as a gift if the recipient:
• Is using a version of the LINE app that doesn't support the item you want to send.
• Already has the same item.
• Is using a LINE account registered in a country or region where the item is not for sale.
• Hasn't registered a phone number to their account.
Note: In this case, the person can receive gifts by verifying their account with a phone number only if their account was created on a version of LINE earlier than 13.1.0, or if they verify a phone number from Hong Kong, Japan, Korea, Taiwan, or Thailand.

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You can only use this feature on your main device (typically your smartphone).

Be advised

Any links in steps directing to LINE in-app screens can only be opened on your main device.

Useful info

If you're having issues with LINE Game items, go to Settings > Help in the game app and refer to the Help page.

If you haven't received the item you purchased, restart your device first. After restarting your device, refer to the section below based on the item you purchased.

LINE Coins

Check your Coin balance and purchase history.

Be advised

LINE Credit added on LINE STORE is a different currency from LINE Coins. LINE Credit can be used to purchase items on LINE STORE.

Useful info

When purchasing Coins, the number of bonus Coins in the parentheses is already included in the total shown.

To check your LINE Coin balance and purchase history:
1. Open LINE on the main device your account is registered to.
2. Go to the Home tab and tap

.
Note: Tap here to go to Settings.
3. Tap Coins.

If the Coins you thought you purchased don't appear in your purchase history, see the section below based on your device's OS.

iOS

Check your order history with Apple.

Check your purchase history for the App Store, iTunes Store, or other Apple media services.
Note: If you don't remember your required login information, please contact Apple.

If the relevant purchase history doesn't appear in your Apple purchase history:
It means the purchase didn't occur because the payment wasn't completed properly for whatever reason. In this case, please try purchasing Coins again.

If the relevant purchase history appears in your Apple purchase history:
It may take around 24 hours to receive your Coins after the transaction/purchase is completed. If 24 hours have passed from the date and time the payment was completed on your Apple purchase history and you still haven't received your Coins, please contact us via this Inquiry Form.

Android

Check the status of the transaction on Google payments center.
Note: If you don't remember your required login information, please contact Google.

If the relevant purchase history doesn't appear in Google payments center:
It means the purchase didn't occur because the payment wasn't completed properly for whatever reason. In this case, please try purchasing Coins again.

If the relevant purchase history appears in Google payments center:
It may take up to four days to receive your Coins after the transaction/purchase is completed. If four days have passed from the payment completion date on Google payments center and you still haven't received your Coins, please contact us via this Inquiry Form.

Stickers/Emoji

Check your purchase history.

To check your purchase history:
1. Open LINE on the main device your account is registered to.
2. Tap the Home tab > Settings

> Stickers.
Note:Tap here to go to Stickers.
3. Tap Purchase history.

If the stickers/emoji you thought you purchased don't appear in your Purchase history, it may be that you didn't complete the transaction after purchasing Coins. In this case, please try purchasing the stickers/emoji again.

If you can confirm your purchase history but cannot download or use your purchased stickers/emoji, follow the suggestions in General solutions for issues with LINE first, then delete and download the item again by following the steps below.

1. Open LINE on the main device your account is registered to.
2. Tap the Home tab > Settings

> Stickers > Sticker set order.
Note:Tap here to go to Stickers.
3. Tap minus icon

to the left of the relevant stickers or emoji > Delete.
4. Tap back icon

at the top left of the screen > My Stickers.
5. Tap download icon

to the right of the relevant stickers or emoji.

If the issue persists after you've tried everything above, please contact us via this Inquiry Form.

Themes

Check your theme purchase history.

To check your theme purchase history:
1. Open LINE on the main device your account is registered to.
2. Tap the Home tab > Settings

> Themes.
Note: Tap here to go to the Themes screen.
3. Tap Purchase history.

If you can confirm your purchase history but are having issues with your purchased themes, follow the suggestions in General solutions for issues with LINE first, then delete and download the themes again by following the steps below.
Note:
- Themes cannot be used on iPads or other tablet devices.
- Apply the Original theme before trying these steps.

1. Open LINE on the main device your account is registered to.
2. Tap the Home tab > Settings

.
3. Tap Themes > My Themes > Edit.
Note:Tap here to go to the My Themes screen.
4. Tap minus icon

at the top right of the relevant theme > OK.
5. Tap X icon

or Done at the top right to return to the My Themes screen.
Note: If you delete all of the themes, you will automatically return to the My Themes screen without needing to tap X icon

.
6. Tap

on the relevant theme.
7. Tap Apply.

If the issue persists after you've tried everything above, please contact us via this Inquiry Form.

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Useful info

If you see the "Unable to use device" screen, see the causes and countermeasures in The error message "Unable to use device" suddenly appeared.
Unable to use device screen

Please try the troubleshooting tips below if you are unable to use the items you previously purchased after transferring your account.

• Download your stickers/emoji again:
1. Go to the Home tab and tap

.
Note: Tap here to go to Settings from your smartphone.
2. Tap Stickers > My Stickers > Stickers or Emoji > Download all.

• Download your themes again:
1. Go to the Home tab and tap

.
Note: Tap here to go to Settings from your smartphone.
2. Tap Themes > My Themes.
3. Tap download icon

on each theme.

• Check your Coin balance:
Go to the Home tab and tap

> Coins.
Note:
- Tap here to go to Settings from your smartphone.
- Coins cannot be transferred between different OSes (e.g. from iOS to Android and vice versa).

If you're unable to confirm your purchased items or Coin balance, 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
Note: This only applies to users in Hong Kong, Japan, Korea, Taiwan, and Thailand.
• Your friends and groups
• Chat history
• The registered data of each app linked to your LINE account

If your LINE account was not transferred successfully, it may still be possible to transfer some of your paid items.

The following data can be transferred:
• The right to use your stickers and themes (including those received as gifts)
• Your purchase history of paid items, along with your Coin and LINE Point balances
Note: Coins cannot be transferred between different OSes (e.g. from iOS to Android and vice versa).
• Your Credit balance added on LINE STORE

Note: Any account data that is not mentioned above (including your friends, chat history, and groups) cannot be transferred.

After installing LINE and creating a LINE account, apply to have your items transferred by contacting us via this Inquiry Form.

Useful info

If you lost LINE Game items or data, please send an inquiry from within the relevant game app.

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If you were charged for the same purchase more than once, 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.

Contact us via the Inquiry Form below for the item you purchased.

Be advised

If you purchased the item through the App Store, we will not be able to check the details of your purchase history. In this case, please contact Apple.

LINE Credit (purchased via LINE STORE) inquiries

LINE Coins/LINE Stickers Premium (purchased via Google Play)

Follow the steps below listed on Google Play.

Report charges you don't recognize

After doing so, you'll receive a notification message letting you know whether you can receive a refund. This email is usually sent within 15 minutes, but can take up to four business days.

If you're unable to resolve the issue with the steps above, contact us via the relevant Inquiry Form below.

LINE Coins inquiries
LINE Stickers Premium inquiries

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Be advised

The in-app links in steps can only be accessed on your main device.

If no suggestions for stickers or emoji appear when you enter text, try the following troubleshooting tips.

• Restart your device.

• Update LINE to the latest version.

• Use your standard OS keyboard.

• Delete/reinstall the language(s) for displaying suggestions.

To delete/reinstall the language(s) for displaying suggestions:

1. From the Home tab, tap Settings

> Stickers > Display suggestions > Languages.

Note: Tap here to go to Stickers from your main device.

2. At the top right of the screen, tap Edit > Delete next to the languages you're using.

3. Re-download the languages.

You will not be able to delete any of the relevant languages below after tapping Edit.

iOS

• The language set on your device from Settings > Apps > LINE > Language.

Note: These steps and labels may differ depending on your OS version and device.

Android

• The language set on the Settings

> Language screen in the LINE app.

• If "Auto (Default)" is selected on the Settings

> Language screen in the LINE app, the language set as your device's language.

Note: Tap here to go to Settings from your main device.

After setting a different language, try deleting and re-downloading the language.

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If emoji are not showing up properly, update to the latest version of LINE.

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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.

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Help center

Search Help articles

Issues with paid items (e.g. stickers, emoji, Coins)

Issues with paid items (e.g. stickers, emoji, Coins)

I can't purchase or send items as gifts

I haven't received the items I purchased

All my items (e.g. Coins, stickers, emoji) are missing after transferring my LINE account

Duplicate payments

I don't see sticker suggestions

Why are emoji showing up as text?

Reporting creators' stickers or themes