Issues with paid items (e.g. stickers, emoji, Coins)
If you can't purchase items, refer to the section relevant to your situation.
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.
• 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.
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.
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 infoNote: 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).
Useful info
For information about the difference between main and sub devices, see Using the same LINE account on more than one device.
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.
Topics covered
- Stickers/Emoji/Themes
- Coins
- Other items
Stickers/Emoji/Themes:
If the purchased stickers/emoji/themes don't appear even after restarting your device, check the following sections in order.
Note: Themes cannot be used on sub devices.
Check your purchase history
2. Tap the Home tab >
> Stickers.
3. Tap Purchase history.
2. Tap the Home tab > > Themes.
3. Tap Purchase history.
If the stickers/emoji/themes you thought you purchased don't appear in your Purchase history, the transaction might not have gone through. In this case, please try purchasing the stickers/emoji/themes again.
If they appear in your Purchase history, but you can't download or use them, please refer to the section below.
Try the solutions in General solutions for issues with LINE
If the issue persists even after trying the troubleshooting tips listed in the Help article, please refer to the section below.
Delete and re-download the stickers/emojis/themes
If you're still unable to resolve the issue after trying the troubleshooting tips in the section above, please delete and re-download the stickers/emojis/themes you're having issues with.
2. Tap the Home tab > > Stickers > Sticker set order.
3. Tap
to the left of the relevant stickers or emoji > Delete.
4. Tap
at the top left of the screen > My Stickers.
5. Tap the
to the right of the relevant stickers or emoji.
Note: If you don't see the stickers or emoji you're having issues with on the Sticker set order screen, tap the relevant stickers or emoji from the My Stickers or Purchase history screen, and then download them from the details screen.
2. Tap the Home tab >.
3. Tap Themes > My Themes > Edit.
4. Tap at the top right of the relevant theme > OK.
5. Tap
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 or Done.
6. Tap on the relevant theme.
7. Tap Apply.
If the issue persists after you've tried everything above, please contact us via the Inquiry Form for stickers/emoji or themes.
Coins:
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.
Check your purchase history on LINE
Useful info
When purchasing Coins, the number of bonus Coins in the parentheses is already included in the total shown.
1. Open LINE on the main device your LINE account is registered to.
2. Tap the Home tab >.
3. Tap Coins to confirm your Coin balance and purchase history.
If the Coins you thought you purchased don't appear in your purchase history, see the section below.
Check your purchase history with Apple or Google
Please check your Coins purchase history from the Apple purchase history website or Google payments center.
Note: If you don't remember your required login information, please contact Apple or Google directly.
If the relevant purchase history doesn't appear in your Apple purchase history or Google payments center:
It means the purchase didn't occur because the payment wasn't completed properly for some reason. In this case, please try purchasing Coins again.
If the relevant purchase history appears in your Apple purchase history or Google payments center:
After the transaction or purchase is completed, the time it takes to receive your Coins is as follows.
Apple purchase history: Up to 24 hours
Google payments center: Up to four days
If the specified period has passed since the scheduled payment completion date and you still haven't received your Coins, please contact us via this Inquiry Form.
Other items:
If other paid items are not appearing or you are experiencing issues using them, see the relevant Help article below.
LINE Gift: For inquiries about LINE Gift
Note:
- This service is only available in Japan and Taiwan.
- The Help article above and the links within it are only available in Japanese.
LINE Stickers Premium: Issues with LINE Stickers Premium
Note: This service is only available in Indonesia, Japan, Taiwan, and Thailand.
Useful infoTopics covered
- Stickers/Emoji/Themes
- Coins
- Other items
Stickers/Emoji/Themes:
If the purchased stickers/emoji/themes don't appear even after restarting your device, check the following sections in order.
Note: Themes cannot be used on sub devices.
Check your purchase history
Stickers and emoji
1. Open LINE on the main device your LINE account is registered to.2. Tap the Home tab >
> Stickers.3. Tap Purchase history.
Themes
1. Open LINE on the main device your LINE account is registered to.2. Tap the Home tab >
> Themes.3. Tap Purchase history.
If the stickers/emoji/themes you thought you purchased don't appear in your Purchase history, the transaction might not have gone through. In this case, please try purchasing the stickers/emoji/themes again.
If they appear in your Purchase history, but you can't download or use them, please refer to the section below.
Try the solutions in General solutions for issues with LINE
If the issue persists even after trying the troubleshooting tips listed in the Help article, please refer to the section below.
Delete and re-download the stickers/emojis/themes
If you're still unable to resolve the issue after trying the troubleshooting tips in the section above, please delete and re-download the stickers/emojis/themes you're having issues with.
Stickers and emoji
1. Open LINE on the main device your LINE account is registered to.2. Tap the Home tab >
> Stickers > Sticker set order.3. Tap
to the left of the relevant stickers or emoji > Delete.4. Tap
at the top left of the screen > My Stickers.5. Tap the
to the right of the relevant stickers or emoji.Note: If you don't see the stickers or emoji you're having issues with on the Sticker set order screen, tap the relevant stickers or emoji from the My Stickers or Purchase history screen, and then download them from the details screen.
Themes
1. Open LINE on the main device your LINE account is registered to.2. Tap the Home tab >
.3. Tap Themes > My Themes > Edit.
4. Tap
at the top right of the relevant theme > OK.5. Tap
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
or Done.6. Tap
on the relevant theme.7. Tap Apply.
If the issue persists after you've tried everything above, please contact us via the Inquiry Form for stickers/emoji or themes.
Coins:
Be advisedCheck your purchase history on LINE
Useful info2. Tap the Home tab >
.3. Tap Coins to confirm your Coin balance and purchase history.
If the Coins you thought you purchased don't appear in your purchase history, see the section below.
Check your purchase history with Apple or Google
Please check your Coins purchase history from the Apple purchase history website or Google payments center.
Note: If you don't remember your required login information, please contact Apple or Google directly.
If the relevant purchase history doesn't appear in your Apple purchase history or Google payments center:
It means the purchase didn't occur because the payment wasn't completed properly for some reason. In this case, please try purchasing Coins again.
If the relevant purchase history appears in your Apple purchase history or Google payments center:
After the transaction or purchase is completed, the time it takes to receive your Coins is as follows.
Apple purchase history: Up to 24 hours
Google payments center: Up to four days
If the specified period has passed since the scheduled payment completion date and you still haven't received your Coins, please contact us via this Inquiry Form.
Other items:
If other paid items are not appearing or you are experiencing issues using them, see the relevant Help article below.
LINE Gift: For inquiries about LINE Gift
Note:
- This service is only available in Japan and Taiwan.
- The Help article above and the links within it are only available in Japanese.
LINE Stickers Premium: Issues with LINE Stickers Premium
Note: This service is only available in Indonesia, Japan, Taiwan, and Thailand.
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Useful info
• Download your stickers/emoji again:
1. Go to the Home tab and tap
.2. Tap Stickers > My Stickers > Stickers or Emoji > Download all.
• Download your themes again:
1. Go to the Home tab and tap
.2. Tap Themes > My Themes.
3. Tap
on each theme.• Check your Coin balance:
Go to the Home tab and tap
> Coins.Note: 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 infoWas this page helpful?
Thank you for your feedback.
Let us know if we can make it better.
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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
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
Contact us via the Inquiry Form below for the item you purchased.
Be advisedLINE 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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If no suggestions for stickers or emoji appear when you enter text, try the following troubleshooting tips.
Useful info
For information about the difference between main and sub devices, see Using the same LINE account on more than one device.
> Stickers > Display suggestions > Languages.
2. At the top right of the screen, tap Edit.
3. Next to the language you're using, tap > Delete, or just .
4. Tap next to the languages to re-download them.
2. At the top right of the screen, tap Edit > next to the languages you're using > Delete.
3. Tap next to the languages to re-download them.
> Stickers > Display suggestions > Languages.
2. At the top right of the screen, tap Edit > next to the languages you're using.
3. Tap next to the languages to re-download them.
• Restart your device.
• Use your standard OS keyboard.
• Delete/reinstall the language(s) for displaying suggestions.
To delete/reinstall the language(s) for displaying suggestions, see the following steps.
Useful infoOn your main device (typically your smartphone)
1. From the Home tab, tap > Stickers > Display suggestions > Languages.2. At the top right of the screen, tap Edit.
3. Next to the language you're using, tap
> Delete, or just .4. Tap
next to the languages to re-download them.On your sub device (typically your tablet)
iPad
1. Tap Settings > Stickers > Display suggestions > Languages.2. At the top right of the screen, tap Edit >
next to the languages you're using > Delete.3. Tap
next to the languages to re-download them.Android
1. From the Home tab, tap > Stickers > Display suggestions > Languages.2. At the top right of the screen, tap Edit >
next to the languages you're using.3. Tap
next to the languages to re-download them.You will not be able to delete any of the relevant languages below after tapping Edit.
iPhone/iPad
• 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 > Language screen in the LINE app.
> Language screen in the LINE app.• If "Auto (Default)" is selected on the > Language screen in the LINE app, the language set as your device's language.
> Language screen in the LINE app, the language set as your device's language.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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You can only use this feature on your main device (typically your smartphone).
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. Open LINE on the main device your account is registered to.
2. Tap the Home tab > Stickers or Themes.
3. Select the sticker set or theme.
4. Tap Report at the bottom of the screen.
5. Select your reason for reporting the sticker set or theme, then tap Agree & send.
If the content you reported violates our Terms 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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Let us know if we can make it better.
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