-
Issues
-
LINE usage environment/Settings
-
Transferring/creating a LINE account
-
LINE account/Profile
-
Paid items (e.g. stickers, emoji, Coins)
-
Friends/Groups
-
Chats/Calls
-
Notifications
-
OpenChat
-
Get more out of LINE
-
Security/Privacy
-
About Business Alliances
Issues with paid items (e.g. stickers, emoji, Coins)
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).
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.
Was this page helpful?
Thank you for your feedback.
Sorry about that. What went wrong?
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
If a screen saying "Unable to use device" suddenly appeared, please check the information for each of the three scenarios below, in order.

You haven't registered your currently contracted phone number to LINE
If the phone number you registered to LINE isn't the same as the one you are currently contracted with, you may suddenly become unable to use LINE.
Once a certain amount of time passes after canceling your phone number, it can be contracted to and used by someone else.
If the new contract holder of the phone number registers it to LINE, the LINE account it had been registered to becomes unavailable.
See also:
Important: Make sure your current phone number is registered to LINE
The other person cannot access your LINE data (such as your friends or chat history) and your account has not been stolen.
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 the phone number you're currently contracted with.
We may be able to transfer some paid items after looking into the matter.
The following 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 you'd like us to look into your paid items, please contact us via this Inquiry Form.
You entered and verified the same information with LINE on another device
The same phone number, Apple ID, or Google account being registered to (verified with) more than one LINE account is causing the issue.
You can only register (verify) one phone number, Apple ID, or Google account to one LINE account. If you verify your LINE account with the same phone number, Apple ID, or Google account on a different device, the account on your previous device will automatically be deleted and you will no longer be able to use it.
The following 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 you'd like us to look into your paid items, please contact us via this Inquiry Form.
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 this Inquiry Form so we can look into the matter.
If we confirm an unauthorized login as the result of our investigation, we will transfer your items.
The following can be transferred:
• The right to use your paid items such as your LINE stickers and themes (including those received as gifts)
• Your item purchase history and Coin balance
• 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.

LINE Coins
Check your Coin balance and purchase history.

1. Go to the Home tab and tap Settings.
Note: Tap here to go to Settings from your smartphone.
2. 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. Tap the Home tab > Settings > Stickers.
Note: Tap here to go to Settings from your smartphone.
2. 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. Tap the Home tab > Settings > Stickers > Sticker set order.
2. Tap "-" to the left of the relevant stickers or emoji > Delete.
3. Return to the Stickers screen and tap My Stickers.
4. Tap the 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. Tap the Home tab > Settings > Themes.
Note: Tap here to go to Settings from your smartphone.
2. 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. Go to the Home tab and tap Settings.
2. Tap Themes > My Themes > Edit.
3. Tap "-" to the left of the relevant theme > Delete > OK.
4. Tap "X" 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".
5. Tap Download next to the relevant theme.
6. Tap Apply.
If the issue persists after you've tried everything above, please contact us via this Inquiry Form.
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.
Contact us via the Inquiry Form below for the item you purchased.

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
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.




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.
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.
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.
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.