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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 Problem Report Form.

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Why can't I charge my LINE Credit? toggle
To charge your LINE Credit with LINE prepaid cards or LINE gift codes, you need to enter the PIN code in half-width alphanumeric characters. Please note that the code is case sensitive and should not include any spaces.

Please be extra careful as the PIN code will not be recognized if any of the characters are entered incorrectly.

If you are having trouble charging your LINE Credit with LINE Pay, please refer to the following Help article based on your device.

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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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How do I charge LINE STORE credit from a prepaid card? toggle
After purchasing a prepaid card, you can charge LINE Credit which can be used on LINE STORE.

1. From the LINE STORE home page, select Charge.
2. Select LINE PREPAID CARD then Select and Continue.
3. Enter the PIN Code and select Charge. Enter the PIN Code in half-width alphanumeric characters, and ensure upper and lower-case letters are correctly entered.

Once the charge is complete, it can be used as LINE Credit.

Your Credit charge history can be found on the account page. Charge history up to 3 months old will be displayed.

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My email address and password is 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 are still unable to login after waiting the appropriate amount of time, please refer to the following 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

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. Open the LINE STORE website on your PC or mobile device's browser.
http://store.line.me
2. Tap LINE LOGIN on the top-right of the screen and enter the email address and password currently registered to your LINE app account.
3. Select the item you wish to purchase.
4. Tap Purchase.
5. Choose your preferred method of payment from the Select Payment Method page and enter the information necessary to complete your purchase.
 
Giving stickers as gifts:
1. After completing steps 1 and 2 in the example above, select the stickers you wish to 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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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 cannot purchase LINE GAME or Family App items toggle
In order to purchase LINE GAME or Family App items from LINE Store, you must first authorize the game or family app with your LINE account. You can authorize the app by logging in with your LINE account when you first start up the app.
 
Use the following steps to confirm which apps are currently authorized by your LINE account.

Go to Settings > Accounts > Authorized Apps to see which apps are currently linked to your LINE account. Click on any app listed in this menu to see additional details 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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Why did I get a login alert when I did not log in to LINE STORE? toggle
A login alert will be sent to your LINE account when you log in to LINE STORE. If you received an alert even though you did not log in to either, please do the following to protect the security of your account.

1. Switch off Allow Login: 
By switching off Allow Login, you will be automatically logged out of LINE on other devices, such as the PC version and Windows 8 version of LINE, and will no longer be able to log in.

To switch off Allow Login:
a. Go to More > Settings > Accounts.
b. Switch off Allow Login.

If you are reading this on your smartphone, you can also turn off Allow Login by tapping here.

2. Change your password:
Please see the following articles on how to change your password based on your device.

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

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

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My email address and password is 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 are still unable to login after waiting the appropriate amount of time, please refer to the following Help article about using LINE STORE.


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Payments

What payment methods are available? toggle
The payment methods available with LINE STORE vary by country and region. 

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

Indonesia:
 - Carrier billing by mobile carriers (Telkomsel Carrier Billing and XL Mobile Payment)
 - LINE Credit*
 - LINE Pay e-cash
 - Credit card payment (Visa, Master, and JCB)
 - GemCoin
*Only bank transfer (iON Pay) can be used to charge LINE Credit

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

South Korea:
 - Mobilians

Taiwan:
 - MyCard LINE prepaid cards (MyCard LINE指定?)
 - LINE STORE point cards
 - LINE Pay 
 - Carrier billing by mobile carriers (FarEasTone, Taiwan Mobile, Chunghwa Telecom, and Chunghwa Local Calls)

Thailand:
 - LINE Credit*
 - Rabbit LINE Pay / LINE Pay
 - Carrier billing by mobile carriers (Dtac, AIS, and TrueMove H Prepay)
*Only prepaid cards (AIS 1-2-Call Cash Card and True Money Cash Card) can be used to charge LINE Credit

Please note that LINE Pay is available for use on iPhone and Android devices only, in all countries other than mainland China and South Korea.

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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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Prepaid Cards

What are prepaid cards？ toggle

This payment method allows you to use prepaid cards that can be purchased at convenience stores and other locations. When you activate your purchased prepaid card with LINE STORE, it charges the amount to the in-store currency system known as "Credit" and allows you to make purchases using this method of payment.

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How do I charge LINE STORE credit from a prepaid card? toggle
After purchasing a prepaid card, you can charge LINE Credit which can be used on LINE STORE.

1. From the LINE STORE home page, select Charge.
2. Select LINE PREPAID CARD then Select and Continue.
3. Enter the PIN Code and select Charge. Enter the PIN Code in half-width alphanumeric characters, and ensure upper and lower-case letters are correctly entered.

Once the charge is complete, it can be used as LINE Credit.

Your Credit charge history can be found on the account page. Charge history up to 3 months old will be displayed.

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Why can't I charge my LINE Credit? toggle
To charge your LINE Credit with LINE prepaid cards or LINE gift codes, you need to enter the PIN code in half-width alphanumeric characters. Please note that the code is case sensitive and should not include any spaces.

Please be extra careful as the PIN code will not be recognized if any of the characters are entered incorrectly.

If you are having trouble charging your LINE Credit with LINE Pay, please refer to the following Help article based on your device.

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I used my LINE prepaid card but my LINE Coins balance didn't increase. toggle
Prepaid cards are used to charge LINE Credit in LINE STORE. 

Charged LINE Credit can be used to purchase items on LINE STORE, such as LINE stickers and in-game currencies.

Prepaid cards cannot be used to purchase LINE Coins or to purchase paid items in the LINE app or other related apps.

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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. Tap Log In on the top right of the LINE STORE home page.
2. After logging in, tap your name on the top right of the screen.
3. Check under Purchase History.

If the item does not 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 Problem Report 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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LINE PLAY

Are purchases in LINE STORE eligible for bonus events in the LINE PLAY app? toggle
Purchases on LINE STORE are not applicable for bonus Gems events in the LINE PLAY app. You will only receive the amount of Gems stated on the purchase page in the store.

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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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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, 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:
http://itunes.apple.com/en/app/line/id443904275?mt=8

Android:
https://play.google.com/store/apps/details?id=jp.naver.line.android&hl=en

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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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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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