LINE

Help

FAQs

Why am I unable to use the stickers that I purchased? toggle
In order to use stickers you have purchased from LINESTORE, you must download them inside the LINE app after you have purchased them.

If the stickers appear in your purchase history on LINE STORE but not in your purchase history within the LINE app, please restart the app and your device, then follow these steps:

1. Open the Settings page.
2. Tap Stickers.
3. Tap Purchase History.
4. Tap on the stickers you purchased in the store.
5. Tap Download.

If you are still unable to use the stickers after doing the above, please contact us via the Inquiry Form.

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I'm having trouble adding LINE Credit toggle

To add LINE Credit from LINE prepaid cards or LINE gift codes, you need to enter the PIN in half-width alphanumeric characters. Codes are case sensitive and should not include any spaces.

 

Please be careful when entering the PIN, as it won't be recognized if even a single character is entered incorrectly.

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Stickers displayed on LINE STORE and the LINE app are different. toggle
Some of the stickers for sale inside the LINE app Sticker Shop are not displayed inside LINE STORE. For stickers that cannot be found in LINE STORE, please try purchasing them in the LINE app Sticker Shop.

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Why are items in my Purchase History not showing up in the LINE GAME app? toggle
If your purchased items are not showing up, restart the app and your device to check whether the items appear. If the items still do not appear, please contact us via the inquiry form located within the Help section of the relevant LINE GAME app with the following information.
 
1. Where was the purchase made?
LINE STORE
2. When was the purchase made?
E.g., January 1, 11:30 am
3. What item(s) were purchased?
E.g., JPY 1000 worth of (item name)
4. Which item(s) are not showing up, and how many?
5. Which payment method did you use?
E.g., Credit card

Purchase times and items are displayed in the Purchase History located in your account page.

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Adding LINE Credit with a prepaid card toggle
To add LINE Credit from a prepaid card:
1. Select Add Credit on the LINE STORE home page.
2. Select LINE PREPAID CARD Continue.
3. Enter the PIN and select Add Credit
Note: Be sure to enter the PIN in half-width alphanumeric characters, and to enter upper and lower-case letters correctly.

The LINE Credit you added from your prepaid card can be used on LINE STORE.

You can check your credit history for the last year under Credit log on your account page.

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My email address and password are correct, but I can't log in toggle
To increase the security of LINE STORE, access is temporarily restricted when a user fails to log in multiple times in a row. If that happens, please wait between 12 – 24 hours before logging in again.

If you're still unable to log in after waiting the appropriate amount of time, please refer to this Help article about using LINE STORE.

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Services

What kind of service is LINE STORE? toggle
LINE STORE is a service which allows you to purchase LINE stickers as well as LINE Coins (virtual currency for LINE Games) from your smartphone or PC.

Available in LINE STORE:
- Paid items for LINE (stickers and themes)
- Virtual currency to purchase items in LINE Games
- LINE PLAY Gems
- LINE Out Call Credit and 30-day plans
Note:
LINE PLAY Extra Hearts are not available on LINE STORE. Please purchase these from the app. We plan to expand the lineup of LINE Game items available in the store in the future.

Users without a credit card and who were unable to purchase paid stickers and other items from Google Play (Android) or the App Store (iPhone) are now able to purchase them via LINE STORE using different payment methods.

Some items available in the LINE app are not available on LINE STORE. Please purchase these items from the LINE app.

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How do you use LINE STORE? toggle
Purchasing items:
1. Access LINE STORE on your PC or mobile device's browser.
2. Select Log in on the top-right of the screen and enter the email address and password currently registered to your LINE account.
3. Select the item you want to purchase.
4. Select Purchase.
5. Choose your preferred method of payment from the Select payment method page and enter the information necessary to complete your purchase.
 
Sending stickers as gifts:
1. After completing steps 1 and 2 in the example above, select the stickers you want to send as a gift.
2. Select Send as a gift.
3. Select the friend you would like to send the stickers as a gift > Select.
4. Select a gift message character that will deliver the gifted stickers to your friend in LINE chat > Purchase.
5. Choose your preferred method of payment from the Select payment method page and enter the information necessary to complete your purchase.
6. The stickers will be sent to your friend via LINE chat.

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Where can I use the items purchased from LINE STORE? toggle
All items purchased in LINE STORE can be used in the LINE app and/or LINE family apps, such as LINE Game apps and LINE PLAY. For further details, please see the individual item pages inside LINE STORE.

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Can free items be purchased from LINE STORE? toggle
Only paid items are available in the LINE STORE. You cannot get free promotional items from the store.

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I can't purchase LINE Game/Family App items toggle
To purchase LINE game or family app items on LINE STORE, you need to link your LINE account to the relevant game/app.
Note: Currently, LINE Out items cannot be purchased with bonus LINE Credit.

By logging in with your LINE account from the screen that appears when you launch the relevant game/app, you can set up the link with your LINE account.

Please follow the steps below to check which apps you've linked your LINE account to.
1. Start the LINE app and tap the Friends tab > Settings.
2. Tap Account.
3. Tap Authorized apps.

Tapping an app to which your LINE account is linked in the Authorized apps list lets you see the detailed information about that app.

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What is the wish list used for? toggle
Wish list lets you save and keep track of the items you want out of the stickers and themes that are sold on LINE STORE.

Now you can easily access the items you wanted to purchase or added to be purchased at a later time.

You can also share your wish list. It's the perfect way to drop gift hints to family and friends. 

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How to use your wish list toggle
To add items and view your wish list, please refer to the steps for each below.

Adding items to your wish list
1. Access LINE STORE from the browser on your PC or smartphone.
2. Select Log In from the top right of the screen or from the menu, and enter your email address and password registered to LINE.
3. Find the item you want to add to your wish list and select the heart icon.

Viewing your wish list
1. Access LINE STORE from the browser on your PC or smartphone.
2. Select Log In from the top right of the screen or from the menu, and enter your email address and password registered to LINE.
3. Select the heart icon at the top of the screen.

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How to share your wish list toggle
To share your wish list, please refer to the steps below.

Sharing your wish list
1. Access LINE STORE from the browser on your PC or smartphone.
2. Select Log In from the top right of the screen or from the menu, and enter your email address and password registered to LINE.
3. Select the heart icon at the top of the screen > Share button.
4. Select Change Privacy Settings to change your privacy status to Public.
5. Choose to share your wish list on LINE (smartphone only), Facebook, or Twitter.

Stop sharing your wish list
1. Access LINE STORE from the browser on your PC or smartphone.
2. Select Log In from the top right of the screen or from the menu, and enter your email address and password registered to LINE.
3. Select the heart icon at the top of the screen > Settings button.
4. Change your privacy settings to Private.

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I can’t play Daily Chance toggle
Daily Chance is currently unavailable.

Once the service resumes, we'll make a post about it on the Announcements page.

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Login

How do I log in? toggle
The LINE STORE can only be used by customers that have installed the LINE app, created an account on their iOS/Android mobile device and registered an email address to that account. 

In addition, you need to register a phone number in order to log in to LINE STORE. If you verified your account using Facebook or another social networking service, then you will be unable to log in to LINE STORE. 

To register a phone number on the LINE app, please tap the More tab, then go to Settings> Accounts. Please see the following for information on how to register an email address to your LINE account.

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Once I log in, will my account stay logged in? toggle
As LINE STORE is a browser-based service, if there is no activity for a certain period of time from a logged in user, your account will be automatically logged out. If this happens, you must log in again.

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Can I delete my account? toggle
Because the services offered by LINE STORE are linked to your LINE account, it is not possible for you to delete only your LINE STORE account.

You can delete your LINE STORE account by deleting your LINE account, but at the same time that means that all of your LINE STORE data (your Purchase History, purchased products, Charge History, My Credit balance, and so on) will also be deleted.

This data cannot be recovered once it has been deleted. Please think through your decision very carefully before deleting your account.

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Receiving a login notification you don't remember toggle
Whenever you log in to LINE STORE, you’ll receive a login notification.

If you received a notification but don’t remember logging in, we recommend doing the following to strengthen your security.

Turn OFF Allow login from other devices:
If you turn off the Allow login setting, it will automatically log you out from any other device (LINE for PC, iPad version of LINE, etc.) and your account cannot be logged back in to from those devices.

To turn this setting off, go to More > Settings > Account, and turn OFF Allow login.
Note: You can quickly access the Account screen by selecting this link from your smartphone.

Change your password:
Select the link relevant to the OS on your device for steps on how to change your password.

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Which countries and regions is LINE STORE available in? toggle
LINE STORE is available worldwide except for in mainland China and Singapore. In some countries, it is only available for Android or iOS devices.

Please see this Help article for more information on how to use LINE STORE. For more information about the payment methods available, please see this Help article.

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My email address and password are correct, but I can't log in toggle
To increase the security of LINE STORE, access is temporarily restricted when a user fails to log in multiple times in a row. If that happens, please wait between 12 – 24 hours before logging in again.

If you're still unable to log in after waiting the appropriate amount of time, please refer to this Help article about using LINE STORE.

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Payments

What payment methods are available? toggle
The payment methods available for LINE STORE differ depending on your country or region.

See below for a list of available payment methods for each country:

Japan
- LINE Credit (LINE Prepaid Card)
- Credit card
- Carrier billing by mobile carriers (docomo, au, and Softbank)
- Rakuten Edy
- WebMoney, NET CASH, BitCash, JCB Premo Card, Mobile Suica
- LINE Pay
Note: Carrier billing is not available for some services.

Taiwan
- MyCard LINE prepaid cards (MyCard LINE指定卡)
- LINE STORE point cards
- LINE Gift Code
- LINE Pay
- Carrier billing by mobile carriers (FarEasTone, Taiwan Mobile, Chunghwa Telecom, Chunghwa Local Calls, and Asia Pacific Telecom)

Thailand
- LINE Credit
- Carrier billing by mobile carrier (AIS)
- Rabbit LINE Pay
Payment methods available for adding LINE Credit:
- Prepaid cards (AIS 1-2-Call Cash Card and LINE prepaid cards)

Indonesia
- Carrier billing by mobile carriers (Telkomsel, XL, Indosat, Smartfren, and Tri)
- LINE Credit
- LINE Pay e-cash
- Credit card (VISA/MasterCard)

Payment methods available for adding LINE Credit:
- Bank transfer (iON Pay)
- Indomog (MOGPlay)

Korea
- Mobilians

Australia, Brazil, Canada, France, Germany, Italy, Spain, the United Kingdom, and the United States
- PayPal
- LINE Pay

Note: LINE Pay is only supported on iOS and Android devices. The service can be used in any country except mainland China, Korea, and Singapore.

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What kind of service is PayPal? toggle
PayPal is a payment service used by ecommerce merchants globally. For more details, please see the PayPal website.

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Why am I unable to select a payment method or a friend to gift the item to? toggle
If there is no reaction when you tap the screen to select a payment method, card, or friend to gift the item to, please try the following.

1. Restart your device.
2. Turn JavaScript on. Steps to do so may differ according to the browser you are using.
3. Use a different browser.

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What kind of service is LINE Pay? toggle
LINE Pay is a mobile payment service that allows you to make purchases for LINE related apps as well as from other stores and services partnered with LINE through the LINE app. The service is currently available for iPhone and Android devices only.

Simply select LINE Pay when making purchases on LINE STORE to complete the payment process through the LINE app.

Please see the following Help article based on your device for more information about LINE Pay.

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LINE Credit toggle
LINE Credit is a currency only for use on LINE STORE. It can be used to purchase stickers, themes, game items (like Rubies and Diamonds), LINE Manga Coins, and more.

One LINE Credit is equivalent to JPY 1 (one Credit is the minimum amount that can be used).

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Prepaid Cards

LINE prepaid cards toggle

LINE prepaid cards can be purchased at convenience stores and other locations, and offer another method for making payments on LINE STORE.

 

After purchasing a prepaid card, you can redeem it for LINE Credit, which is a currency only used for making purchases on LINE STORE. 

 

For information on how to add LINE Credit with a prepaid card, see this Help article.

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Adding LINE Credit with a prepaid card toggle
To add LINE Credit from a prepaid card:
1. Select Add Credit on the LINE STORE home page.
2. Select LINE PREPAID CARD Continue.
3. Enter the PIN and select Add Credit
Note: Be sure to enter the PIN in half-width alphanumeric characters, and to enter upper and lower-case letters correctly.

The LINE Credit you added from your prepaid card can be used on LINE STORE.

You can check your credit history for the last year under Credit log on your account page.

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I used my LINE prepaid card, but my Coin balance didn't increase toggle
Prepaid cards are only used for adding LINE Credit. 

Please keep in mind that LINE Credit is only valid for purchases on LINE STORE (such as for stickers and game items). It cannot be combined with LINE Coins or used for purchases in the LINE app or other services.

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I'm having trouble adding LINE Credit toggle

To add LINE Credit from LINE prepaid cards or LINE gift codes, you need to enter the PIN in half-width alphanumeric characters. Codes are case sensitive and should not include any spaces.

 

Please be careful when entering the PIN, as it won't be recognized if even a single character is entered incorrectly.

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Returns/Payment Errors

If I make a mistake and purchase the wrong item, can I get my money back? toggle
Refunds and returns are not possible for any item or prepaid cards under any circumstances, except when required by the law.

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An error occurred during purchase. What should I do if I can't purchase the item? toggle
If an error occurs during purchase, go to your account page and look under Purchase history to see if the payment was successful.

Please follow the steps below to check your purchase history:

Smartphone
1. Tap the icon on the top left of the LINE STORE home page.
2. Tap Log In.
3. After logging in, tap the icon on the top left of the page again.
4. Tap your name > Purchase history.

PC
1. Click Log In on the top right of the LINE STORE home page.
2. After logging in, click your name on the top right of the screen.
3. Check under Purchase history.

If the item doesn't show up in your Purchase history, please try purchasing the item again at a later time.

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Stickers

Can I send stickers to friends as gifts? toggle
To send stickers to a friend, go to the item purchase page and select a sticker set that has the Send as a Gift button, then follow the directions below.

1. Log in to the LINE STORE and select the stickers you wish to send as a gift.
2. Tap the Send as a Gift button.
3. Select the friend you would like to give the stickers to and tap OK.
4. Select the Gift Character that will deliver the gifted stickers to your friend in LINE chat and tap Purchase.
5. Choose your preferred method of payment from the Select Payment Method page and enter the information necessary to complete your purchase.
6. The stickers will be sent to your friend via LINE chat.

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Why am I unable to use the stickers that I purchased? toggle
In order to use stickers you have purchased from LINESTORE, you must download them inside the LINE app after you have purchased them.

If the stickers appear in your purchase history on LINE STORE but not in your purchase history within the LINE app, please restart the app and your device, then follow these steps:

1. Open the Settings page.
2. Tap Stickers.
3. Tap Purchase History.
4. Tap on the stickers you purchased in the store.
5. Tap Download.

If you are still unable to use the stickers after doing the above, please contact us via the Inquiry Form.

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Stickers displayed on LINE STORE and the LINE app are different. toggle
Some of the stickers for sale inside the LINE app Sticker Shop are not displayed inside LINE STORE. For stickers that cannot be found in LINE STORE, please try purchasing them in the LINE app Sticker Shop.

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I have an issue with a creators' sticker set being sold toggle
If you find a creators' sticker set for sale that you have an issue with, please follow the steps below to report it.
Note: 
- To report an infringement of intellectual property (IP) or privacy rights, please contact us via this Inquiry Form.
- You need to log in to LINE STORE to send a report.
- The content creator won't be notified that you reported them.

1. Open the relevant sticker set and click Report at the bottom of the page.
2. Select a reason for reporting the stickers, then click Agree & send.

If the content you reported violates our Terms and Conditions of Use, we will take appropriate action. Please understand that we cannot provide you with the results of our investigation or any action that we take.

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LINE PLAY

Can I get the LINE PLAY event bonuses for purchases on LINE STORE? toggle
If you purchased Cash or Gems on LINE STORE, you will not be eligible to receive bonuses for LINE PLAY in-app events.
Note: You will only receive the amount of Cash or Gems that appear on the LINE STORE purchase page.

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Can I buy LINE Extra Hearts on LINE STORE? toggle
Extra Hearts are not currently available on LINE STORE. Please consider purchasing them within the LINE PLAY app instead.

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LINE GAME

Why are items in my Purchase History not showing up in the LINE GAME app? toggle
If your purchased items are not showing up, restart the app and your device to check whether the items appear. If the items still do not appear, please contact us via the inquiry form located within the Help section of the relevant LINE GAME app with the following information.
 
1. Where was the purchase made?
LINE STORE
2. When was the purchase made?
E.g., January 1, 11:30 am
3. What item(s) were purchased?
E.g., JPY 1000 worth of (item name)
4. Which item(s) are not showing up, and how many?
5. Which payment method did you use?
E.g., Credit card

Purchase times and items are displayed in the Purchase History located in your account page.

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Are purchases in LINE STORE eligible for bonus events in LINE GAME apps? toggle
Bonus events in the LINE GAME apps are not applicable to any purchases on LINE STORE. You will only receive the amount stated on the purchase page in the store.

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Emoji

Sending emoji to friends as gifts toggle
If the Send as gift button appears on the emoji set purchase page, you can send it to a friend as a gift.

To send an emoji set as a gift, please following the steps below:  

1. Log in to LINE STORE and choose the emoji set you want to send as a gift.
2. Select Send as gift.
3. Choose the friend you want to send the gift to > OK or Select.
4. Choose a gift template to send in the chat, then select Send gift or Purchase.
5. Choose your preferred payment method and select OK.
6. Enter your required information.

Your friend will receive the emoji set in a LINE chat.
 
Note: Users need have LINE for iOS/Android version 8.5.0 or later installed on a compatible OS to use emoji. You cannot send gifts to recipients who do not fulfill these criteria.

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I can't use the emoji I purchased toggle
You need to download the emoji set you purchased on LINE STORE to the LINE app.

Please try one of the download methods below.
 
Downloading from LINE STORE
Smartphone users:
1. Tap the menu icon at the top left of the LINE STORE home page.
2. Tap Log in.
3. Tap the menu icon at the top left of the LINE STORE home page again, then tap your account name.
4. Tap Purchase history followed by the emoji set you want to download. 
5. Tap Download.

PC users:
1. Click Log in at the top right of the LINE STORE home page.
2. Enter your email address and password, then click Log in.
3. Click your account name at the top right of the screen.
4. On your account page, click Purchase history followed by the emoji set you want to download.
5. Click Download.
 
Downloading from within the LINE App
1. In the LINE app, tap Settings > Stickers > Purchase history > Emoji.
2. Tap an emoji set you purchased on LINE STORE.
3. Tap Download.
 
If you've followed all of the instructions above but still cannot use your emoji, please contact us via the Inquiry Form.

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I can't purchase emoji toggle
You cannot purchase LINE Emoji if you're using a version of LINE earlier that 8.5.0. After updating the version of LINE that you're currently using to 8.5.0 or later, you'll be able to purchase emoji sets on LINE STORE.
 
You can download the latest version of LINE here:

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Themes

Can I send themes to friends as gifts? toggle
Themes with a Send as a Gift button on their details page can be sent as gifts. To do so, use the following steps.

1. Log in to LINE STORE and select the theme you wish to send.
2. Click Send as a Gift.
3. Select the friend you wish to send it to and click Choose.
4. Select a template to send the gift with and click Purchase.
5. Select the payment method of your choice and enter the necessary details.
6. The theme will be sent to your friend via a LINE message.

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Why can't I purchase themes? toggle
You will be unable to purchase themes if your version of the LINE app is lower than 4.0.0. Once you have updated your current version of LINE to 4.0.0 or later, you will be able to purchase themes from LINE STORE.

Tap on the appropriate link below to update to the latest version of LINE.

iPhone
Android

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Themes displayed on LINE STORE and the LINE app are different toggle
Some of the themes for sale in the LINE app are not displayed in LINE STORE.

Please purchase the themes that are not displayed in LINE STORE from within the LINE app Theme Shop.

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I have an issue with a creators' theme being sold toggle
If you find a creators' theme for sale that you have an issue with, please follow the steps below to report it.
Note:
- To report an infringement of intellectual property (IP) or privacy rights, please contact us via this Inquiry Form.
- You need to log in to LINE STORE to send a report.
- The content creator won't be notified that you reported them.

1. Open the relevant theme and click Report at the bottom of the page.
2. Select a reason for reporting the theme, then click Agree & send.

If the content you reported violates our Terms and Conditions of Use, we will take appropriate action. Please understand that we cannot provide you with the results of our investigation or any action that we take.

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LINE Out

How do I cancel Auto-Recharge and Auto-Renewal plans? toggle

Please complete the following steps to cancel an Auto-Recharge or Auto-Renewal plan.

 

Smartphone

1. Tap the icon on the top left of the LINE STORE home page.

2. Tap Log In.

3. After logging in, tap the icon on the top left of the page again.

4. Tap your name > Purchase History.

5. Tap the Payment Plan tab to see your purchased items.

6. Tap Cancel.

 

PC

1. Click Log In on the top right of the LINE STORE home page.

2. Log in to LINE STORE.

3. Click on your name at the top right of the screen.

4. Click on the Payment Plan tab to see your purchased items.

5. Click Cancel.

 

If you do not see Auto-recharge enabled or Renewal date next to the relevant items, then you are not currently signed up to an Auto-Recharge or Auto-Renewal plan.

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LINE Credit Rewards

About LINE Credit rewards toggle
Shopping on LINE STORE is now better than ever with LINE Credit rewards.You'll get a percentage of the purchase price back as LINE Credit when you buy eligible items.

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Where to check your LINE Credit rewards toggle
You can check your LINE Credit rewards from Credit log on your account page.

You'll also receive notifications about the LINE Credit you've earned from "LINE STORE Info" (the official, dedicated account for LINE Credit notifications).

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Ineligible items toggle
Current item reward rates are displayed on the LINE Credit rewards details page. Any item that is not listed is ineligible to earn you rewards.

Also, please note that you cannot earn LINE Credit rewards for payments made using LINE Points. This means that even if you purchase eligible items, you will not receive a percentage of the purchase price back as a LINE Credit reward if you use LINE Points to make your payment.

Please see these important notes for details.

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Are reward rates fixed? toggle
No; reward rates may change over set periods of time. These rates also vary depending on the eligible item.

For the current reward rate of each item, please see here.

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I haven't received a LINE Credit reward I earned toggle

Please check your LINE Credit balance from Credit log on your account page.

 

If you don't see a reward you think you've earned, please contact us via the Inquiry Form.

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