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.
You can only use this feature on your main device (typically your smartphone) with the latest version of LINE installed. (Update the LINE app to the latest version.)
If the following screen saying "You've been logged out of your account" suddenly appeared, it may be for one of the following reasons.
Reasons:
• You haven't registered your currently contracted phone number to LINE
• You entered and verified the same phone number with LINE on another device
• Someone else entered your information (e.g. verification code, phone number, password, account transfer code) on another device
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 be logged out of 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
Be advised- 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.
Be advised- 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 or screenshots, make sure that you 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
Be advised- 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 or screenshots, make sure that you provide complete and accurate information relevant to your situation.
No
Please confirm the following important points before contacting us.
Be advised- 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 or screenshots, make sure that you 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 check the following flowchart and choose the options that match your situation. For details about the number shown for your result, see the table below the flowchart.
No. |
Details |
 |
If you linked an Apple ID/Google account to the LINE account you used, you can log in to the account again. To do so: 1. Tap Re-login. 2. Tap Continue with Apple/Continue with Google. 3. Tap Continue with Apple/Continue with Google and log in by following the on-screen information. 4. Make sure the "Log in as XXXX" screen appears for your account, then tap Log in. |
 |
You can transfer your LINE account with your phone number in the following situations. • If you remember the password you registered to your account • If you've registered an email address to your account |
 |
If you're using the same phone number registered to the LINE account you used and know your password, you can log in to the account again. To do so: 1. Tap Re-login. 2. Tap Log in with phone number. 3. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap Send. 4. Enter the verification code you received via text message. Note: - On some Android devices, the verification code is entered automatically. In this case, skip to the next step. - If you can't receive text messages, try the Call me instead option. 5. Enter your password and tap  . |
 |
If you're using a different phone number than the one registered to the LINE account you used, remember your password for the account, and registered an email address to it, you can log in to the account again. To do so: 1. Tap Re-login. 2. Tap Log in with phone number. 3. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap Send. 4. Enter the verification code you received via text message. Note: - On some Android devices, the verification code is entered automatically. In this case, skip to the next step. - If you can't receive text messages, try the Call me instead option. 5. On the "Phone number not found" screen, tap Log in with email. 6. Enter your email address and tap .7. Enter your password and tap . |
 |
If you already deleted your LINE account by tapping Delete or there is no verification method to log back in to the LINE account you previously used, please create a new LINE account. Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. Also, if the deleted LINE account was used without authorization, we will look into the matter. For more information, see the "Contacting us" section below. |
Contacting us:
If you were unable to log in again and tapped Delete, please send us the details via the Inquiry Form so we can look into the matter.
We will only look into the matter in the following two cases.
- If the account you tapped Delete on was used without authorization, we will definitely look into it.
- If there were paid items left on the account you tapped Delete on, we will look into it only if you want us to.
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
Be advised- 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 that require you to fill in certain information or details about a situation or screenshots, make sure that you provide complete and accurate information relevant to your situation.
No
Please confirm the following important points before contacting us.
Be advised- 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 that require you to fill in certain information or details about a situation or screenshots, make sure that you provide complete and accurate information relevant to your situation.
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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?
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- We cannot respond to comments received from this form.
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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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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