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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Important: Details about phone number registration and verification only apply to LINE accounts created with LINE versions earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.
If a screen saying "Unable to use device" suddenly appeared, it may be due to one of the reasons below.
• You haven't registered your currently contracted phone number to LINE
If the phone number you registered to LINE isn't the same as your current phone number (e.g. you canceled your previous phone number and got a new one) you may suddenly become unable to use LINE.
Once a certain amount of time passes after canceling your phone number, someone else can receive a contract for it and use it.
With LINE, the same phone number cannot be registered to multiple LINE accounts. If the new owner of the phone number registers it to LINE, the LINE account previously registered with that number becomes unavailable.
See also:
Important: Make sure your current phone number is registered to LINE
The other person cannot steal your account or access your LINE data (such as your friends or chat history).
To prevent the same situation from occurring in the future, be sure to register your latest phone number to LINE if it changes.
As there is no way to transfer your previous LINE account, we ask that you create a new LINE account with your current phone number.
Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. If you'd like us to look into your paid items, please contact us via the Inquiry Form.
The following data can be transferred:
- Stickers, themes, and emoji (including those received as gifts)
- Your purchase history of paid items, along with your Coin and LINE Point balances
- Your Credit balance added on LINE STORE
Important points when contacting us:
There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.
Did you read the important points above?
Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
• You entered and verified the same phone number with LINE on another device
The same phone number being registered to (verified with) more than one LINE account is causing the issue. With LINE, you can only register (verify) one LINE account with one mobile phone number. If you register (verify ) a different LINE account using a phone number that is already registered to another LINE account, your previous LINE account will be automatically deleted.
Since there is no way to transfer your previous account, please continue using the account you currently have access to, or create a new one.
Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. If you'd like us to look into your paid items, please contact us via the Inquiry Form.
The following data can be transferred:
- Stickers, themes, and emoji (including those received as gifts)
- Your purchase history of paid items, along with your Coin and LINE Point balances
- Your Credit balance added on LINE STORE
Important points when contacting us:
There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.Did you read the important points above?
Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
• Someone else entered your information (e.g. verification code, phone number, password, account transfer code) on another device
If you don't think the scenarios above apply to your situation, it's possible someone else used your information and performed an unauthorized login on/stole your LINE account.
Please send us the details via the Inquiry Form so we can look into the matter.
Important points when contacting us:
There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- If one of your family members or friends has their LINE account stolen, please report it.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
After confirming the important points above, contact us via this Inquiry Form. If we confirm an unauthorized login as the result of our investigation, we will transfer your items.
The following data can be transferred:
- Stickers, themes, and emoji (including those received as gifts)
- Your purchase history of paid items, along with your Coin and LINE Point balances
- Your Credit balance added on LINE STORE
If a screen saying "Unable to use device" suddenly appeared, it may be due to one of the reasons below.
• You haven't registered your currently contracted phone number to LINE
If the phone number you registered to LINE isn't the same as your current phone number (e.g. you canceled your previous phone number and got a new one) you may suddenly become unable to use LINE.
Once a certain amount of time passes after canceling your phone number, someone else can receive a contract for it and use it.
With LINE, the same phone number cannot be registered to multiple LINE accounts. If the new owner of the phone number registers it to LINE, the LINE account previously registered with that number becomes unavailable.
See also:
Important: Make sure your current phone number is registered to LINE
The other person cannot steal your account or access your LINE data (such as your friends or chat history).
To prevent the same situation from occurring in the future, be sure to register your latest phone number to LINE if it changes.
As there is no way to transfer your previous LINE account, we ask that you create a new LINE account with your current phone number.
Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. If you'd like us to look into your paid items, please contact us via the Inquiry Form.
The following data can be transferred:
- Stickers, themes, and emoji (including those received as gifts)
- Your purchase history of paid items, along with your Coin and LINE Point balances
- Your Credit balance added on LINE STORE
Contacting us via the Inquiry Form
Important points when contacting us:- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.
No
Please confirm the following important points before contacting us.
Important points when contacting us:- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
• You entered and verified the same phone number with LINE on another device
The same phone number being registered to (verified with) more than one LINE account is causing the issue. With LINE, you can only register (verify) one LINE account with one mobile phone number. If you register (verify ) a different LINE account using a phone number that is already registered to another LINE account, your previous LINE account will be automatically deleted.
Since there is no way to transfer your previous account, please continue using the account you currently have access to, or create a new one.
Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. If you'd like us to look into your paid items, please contact us via the Inquiry Form.
The following data can be transferred:
- Stickers, themes, and emoji (including those received as gifts)
- Your purchase history of paid items, along with your Coin and LINE Point balances
- Your Credit balance added on LINE STORE
Contacting us via the Inquiry Form
Important points when contacting us:- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
No
Please confirm the following important points before contacting us.
Important points when contacting us:- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
• Someone else entered your information (e.g. verification code, phone number, password, account transfer code) on another device
If you don't think the scenarios above apply to your situation, it's possible someone else used your information and performed an unauthorized login on/stole your LINE account.
Please send us the details via the Inquiry Form so we can look into the matter.
Important points when contacting us:- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- If one of your family members or friends has their LINE account stolen, please report it.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
After confirming the important points above, contact us via this Inquiry Form. If we confirm an unauthorized login as the result of our investigation, we will transfer your items.
The following data can be transferred:
- Stickers, themes, and emoji (including those received as gifts)
- Your purchase history of paid items, along with your Coin and LINE Point balances
- Your Credit balance added on LINE STORE
Was this page helpful?
Thank you for your feedback.
Let us know if we can make it better.
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
Sorry about that. What went wrong?
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
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.
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.
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.
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.
To check your purchase history:
1. Open LINE on the main device your account is registered to.
2. Tap the Home tab >
> 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 >
> Stickers > Sticker set order.
Note:Tap here to go to Stickers.
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
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.
To check your theme purchase history:
1. Open LINE on the main device your account is registered to.
2. Tap the Home tab >
> 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 >.
3. Tap Themes > My Themes > Edit.
Note:Tap here to go to the My Themes screen.
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.
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.
Be advised Useful infoLINE Coins
Check your Coin balance and purchase history. Be advised Useful info1. 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 >
> 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 >
> Stickers > Sticker set order.Note:Tap here to go to Stickers.
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
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 >
> 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 >
.3. Tap Themes > My Themes > Edit.
Note:Tap here to go to the My Themes screen.
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
.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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Let us know if we can make it better.
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
Sorry about that. What went wrong?
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
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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Let us know if we can make it better.
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- Do not enter any personal information.
- We cannot respond to comments received from this form.
Sorry about that. What went wrong?
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- Do not enter any personal information.
- We cannot respond to comments received from this form.
Be advisedIf no suggestions for stickers or emoji appear when you enter text, try the following troubleshooting tips.
• 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:
1. From the Home tab, tap > Stickers > Display suggestions > Languages.
> 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 > 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.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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- Do not enter any personal information.
- We cannot respond to comments received from this form.
Sorry about that. What went wrong?
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- Do not enter any personal information.
- We cannot respond to comments received from this form.
If emoji are not showing up properly, update to the latest version of LINE.
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- Do not enter any personal information.
- We cannot respond to comments received from this form.
Sorry about that. What went wrong?
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- We cannot respond to comments received from this 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.
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Let us know if we can make it better.
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- Do not enter any personal information.
- We cannot respond to comments received from this form.
Sorry about that. What went wrong?
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
Let us know if we can make it better.
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.