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LINE Out

Issues

Purchase and Payment Issues

Call Credit not received toggle
Please check your Call Credit balance and purchase history by following the steps below.

1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom of the screen.
4. Tap Purchase History to see your purchase history.
 

If you have issues with your balance or purchase history, please select the following depending on the place of purchase.

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30-Day Plan not received toggle
Please check your Call Credit balance and purchase history by following the steps below.

1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom right of the screen.
4. Tap Purchase History.


After checking your Purchase History, please select the issue you are experiencing.

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In-App purchase not received toggle
If you did not receive an item purchased using an Android device, please restart your device, then check the transaction status on Google Wallet.

Google Wallet
https://wallet.google.com/
If you are unsure of your login information, please inquire with Google.

If the problem is not resolved after checking Google Wallet, please contact us with the order number.

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LINE STORE purchase not received toggle
Charging your LINE Credit will not automatically purchase Call Credit for LINE Out.

You can purchase Call Credit and 30-day plans using the following steps after charging your LINE Credit.

1. Go to the following URL.
https://store.line.me/call/list
2. Select the 30-day plan or Call Credit you want to purchase. For 30-day plans, please select the country and line type you want to call.
3. Select Purchase and log in to LINE STORE. On the PC version of LINE STORE, clicking a Call Credit pack will direct you to the login page immediately.
4. Select a payment method and press OK.

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Issues making purchases toggle
Call Credit purchases are made through Google and Apple’s systems. If you see any errors or are unsure of any passwords that you are required to enter when making the purchase, please inquire with Google or Apple.

If you do not receive the Call Credit or 30-day plan you purchased, please refer to the following article.

Missing Call Credit
30 Day Plan Not Showing Up

If you are experiencing issues making purchases on LINE STORE, please contact us using the form below.

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Duplicate payments toggle
If you were charged for the same purchase multiple times, we can check your purchase history and cancel the duplicate payments. However, if you have already used the Coins or Credit purchased, we may not be able to do so.

Please see the corresponding article for the type of item you purchased.

Please note that we cannot check your purchase history if you made the purchase through Apple. Please inquire directly with Apple instead.

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Call Credit disappeared toggle
The validity of Call Credit purchased on LINE STORE and in the Android app is 180 days. Even if you have remaining balance, you will no longer be able to use it from the 181st day after their purchase.

We appreciate your understanding.

To check your purchase history, please see the following.

Checking Your LINE Out Purchase History

If you are experiencing issues after changing to a new device, getting your device repaired, or reinstalling the app, please refer to the article below.

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Checking your LINE Out purchase history toggle
You can check your LINE Out purchase history by following the steps below.

LINE app
1. Go to More > tap the Call tab.
2. Tap the keypad icon on the top of the screen.
3. Tap the settings icon on the bottom right of the screen.
3. Tap Purchase History.
You can see all Call Credit purchased within the app and on LINE STORE.


LINE STORE (smartphone browser)
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.
5. Tap Purchase History to see your purchased items.
You can only see your purchases made on LINE STORE.

LINE STORE (PC browser)
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 Purchase History tab to see your purchased items.
You can only see your purchases made on LINE STORE.

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30-Day Plan purchased but cannot make calls toggle
Each 30-Day plan is only available for the country and line type selected at purchase. For example, there are two types of 30-Day plans for Japan, one for landlines only and one for landlines and mobile phones.

If you are trying to call a country or line type that is not included in your plan, you will not be able to use the 30-Day plan and will be asked to purchase Call Credit instead.

Please follow the steps below to change the country you wish to call and check your 30-Day plan.

Steps to Change the Recipient’s Country
1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Check that the country and country code at the top of the keypad tab are the correct ones for the friend you want to call.
You can make international calls using LINE Out by selecting the recipient’s country and entering their phone number on the Keypad tab.

Steps to check your 30-Day plan
1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom right of the screen.
4. Check the country and type of 30-Day plan you have at the top of the page.

After checking the above, please try the following.
1. Update your LINE app from the URL below.
2. Restart your device.

If the issue remains after trying the steps above, please contact us using the Problem Report Form.

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Other purchase and payment issues toggle
If you have inquiries about LINE Out, or if you have issues with payments or purchases, please contact us through the inquiry form.

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Call Issues

Number displayed as unknown toggle
Your number may display as Unknown when you call your friend using LINE Out for the following reasons.

1. Restrictions may be in place on the recipient’s device
If the recipient of a call is using NTT docomo or Softbank, the call will appear as Unknown or Private on the recipient's device.
Caller ID functions differently depending on the recipient’s device. Some devices can display the caller’s name as it is saved in the device’s contacts, while others may display the number in international format or as Unknown.

2. You did not verify your phone number
If you do not see a phone number at the top of the page when you go to Call > Settings, you have not verified your phone number. In this case, your number will be displayed as Unknown when you make calls.

Please see the following article about how to verify your phone number.


3. You are using a data-only SIM card that cannot receive SMS messages, or an iPad, iPod touch, or tablet
You need to verify your phone number in order to use LINE Out. Devices that do not have phone numbers, such as iPads, iPod touch devices, and tablets, cannot be used with LINE Out. Data-only SIM cards that cannot receive SMS messages cannot be used to verify your phone number by SMS, so LINE Out also cannot be used with them.

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Verifying your phone number to enable Caller ID toggle
To verify your phone number to enable caller ID, please refer to the steps below.

Phone number verification is not available on devices without phone numbers such as iPads, iPod touch devices, tablets, and data-only SIM cards that cannot receive SMS messages.

Steps to Verify Your Phone Number
1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom of the screen.
4. Tap Anonymous Call.
5. Tap OK on the pop-up.
6. Complete the verification procedure.
Some Android devices automatically enter the verification code received by SMS.


If you are unable to verify your phone number, please contact us using the Problem Report Form.

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Low call quality toggle
If you use LINE Out in a place with a weak signal or an unstable network connection, your call quality may deteriorate. Please use LINE Out in places with a strong signal.

If you are still experiencing issues with call quality even though you are in a place with a strong signal, please try the following steps.

1. Update your LINE app from the URL below.
http://line.me/update
2. Restart your device.
3. Check if any speed restrictions have been placed on your phone line for exceeding the data usage limit of your plan. If your connection speed is restricted, you may not be able to make calls on a 3G or 4G LTE connection.

If the problem remains after trying the steps above, please contact us using the Problem Report Form.

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I can't use LINE Out (first time user) toggle
When you use LINE Out for the first time, the initial use screen will be displayed, so please tap Start at the bottom of the screen.

This screen will not appear again after the first time.

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Information

Basic Information

About LINE Out toggle
LINE Out allows you to make low-cost calls from LINE to landlines, mobile phones, and smartphones. It can be used both for domestic and international calls. Calls between LINE users remain free.

For more information, please see the official LINE Out website.
http://line.me/call

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Can you use LINE Out abroad? toggle
You can use LINE Out abroad if you fulfill the following conditions.

1. You are registered to LINE in a country where LINE Out is available (as of July 2016).

America
Argentina, Chile, Colombia, Mexico, Peru, United States, and Venezuela

Asia
Cambodia, India, Japan, Malaysia, Philippines, and Thailand

Europe
Germany, Greece, Ireland, Netherlands, Spain, Turkey, and United Kingdom

Oceania
Australia and New Zealand

2. You are connected to a 3G, 4G LTE, or Wi-Fi network.
Call quality may be low if your network connection is unstable. Please also note that LINE Out can only be used to make outgoing calls and cannot receive incoming calls.

Please be aware that some countries restrict the use of internet-based call services like LINE Out. You are responsible for complying with the governing laws and regulations in your country or region, and should not use LINE Out if doing so is in violation of those laws and regulations.

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Using LINE Out on iPads, iPod touch devices, and tablets toggle
Phone number verification is required to use LINE Out. It is therefore not possible to use the service on a device without a phone number, such as an iPad, iPod touch, or tablet.

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Using data-only SIM cards toggle
Phone number verification is required to use LINE Out. If your contract allows you to receive SMS messages in order to verify your phone number, you can use the service.

Please note that LINE Out can only be used to make outgoing calls and cannot receive incoming calls.

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Registering a landline toggle
You can only use the phone number of the smartphone you are using LINE Out on.

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Can you call emergency numbers? toggle
No, you cannot call emergency numbers using LINE Out.

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Are there any numbers that cannot be called from LINE Out? toggle
You cannot call emergency numbers or numbers of premium rate services.

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Using external Bluetooth devices toggle
When using external devices via Bluetooth, the performance of the external device is dependent on the main device. We cannot guarantee that they will function correctly.

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Rates and Payment

Domestic and international call rates toggle
There is no basic monthly charge for LINE Out. You pay only for what you use.

However, like any other app, you will be charged by your mobile service carrier for the data used. Depending on your price plan, you may be charged each time you connect to LINE, so we recommend using a flat-rate data plan.

If you are using a flat-rate plan, you should not be charged extra for using 3G, 4G LTE, or Wi-Fi data. Please check with your mobile service carrier for details.

To check LINE Out's rates, please try one of the following methods. Please note that the rates for each destination country remain the same no matter which country you are calling from.

See the price table at the LINE Out website:

Check using the LINE Out keypad:
Enter a phone number on the LINE Out keypad to see the per-minute rate for that number.

See the price table in the Settings menu of the LINE app:
1. Go to Call > tap the keypad > Settings.
2. Tap Price Table.

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Consumption tax toggle
The rates stated are the final price that you need to pay.

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How to pay for call plans toggle
There is no basic monthly charge or initial fees for LINE Out. To make calls, please purchase Call Credit or a 30-day plan in advance. Android users may also use their LINE Coins to make calls.

1. Call Credit
Call Credit is a pre-paid electronic currency. You can purchase it easily within the LINE app on your iOS or Android device, or on LINE STORE.

Please note that only some Call Credit packs can be purchased from the LINE app. The price of Call Credit may fluctuate depending on Apple’s pricing rules. Call Credit purchased from LINE STORE and the Android version of LINE are valid for 180 days.

2. 30-Day Plans
30-day plans allow you to make calls for a certain number of minutes at a lower price for 30 days after purchase.

Each 30-day plan can only be used for a certain country and type of phone line. Please purchase a plan for each country and type of line you wish to call regularly. If you purchase both a landline plan and a landline and mobile plan for the same country, the plan you purchased first will be used first.

30-day plans are only available on LINE STORE. You cannot purchase the same 30-day plan again within 30 days.


3. LINE Coins (Android only)
If you are using LINE on an Android device, you can pay for calls using LINE Coins.

E.g., If you are calling a region that costs 3 Credit per minute for 3 minutes, you will be charged 9 Credit, which will be rounded up to 5 Coins (equivalent to 10 Credit). The exchange rate between Call Credit and Coins is subject to change.

Steps to pay using LINE Coins:
1. Tap the Call tab > Settings.
2. Tap Purchase Call Credit.
3. Check Call With LINE Coins.

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How do I purchase Call Credit or 30-day plans? toggle
Call Credit and 30-day plans can be purchased from the LINE app or on LINE STORE.
Please note you can only purchase 240 credits from the LINE app.

Purchasing from the LINE app
1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the CREDIT icon at the bottom left of the screen.
4. Tap Purchase or Purchase 30-Day Plan (this will take you to LINE STORE).

Purchasing from LINE STORE
1. Go to LINE STORE on your PC or smartphone’s browser.
2. Click or tap Login.
3. Enter the email address and password registered to your LINE account to log in.
4. Click LINE Out from the menu.
5. Select the Call Credit pack or 30-day plan you wish to purchase, and proceed according to the on screen instructions.

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Cannot call using LINE STORE credit toggle
LINE Credit is the virtual currency used to make payments in LINE STORE, and Call Credit is the virtual currency used for LINE Out. After charging your LINE Credit on LINE STORE, you need to use it to purchase Call Credit or a 30-day plan using the steps below.

1. Go to the following URL.
https://store.line.me/call/list
2. Select the 30-day plan or Call Credit you want to purchase. For 30-day plans, please select the country and line type you want to call.
3. Select Purchase and log in to LINE STORE. On the PC version of LINE STORE, clicking a Call Credit pack will direct you to the login page immediately.
4. Select a payment method and press OK.

LINE Credit cannot be used to purchase Call Credit within the LINE app.

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Validity of Call Credit toggle
Call Credit purchased from LINE STORE and the Android version of LINE is valid for 180 days.

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Checking remaining minutes in 30-Day Plans toggle
To check your remaining minutes, please follow the steps below.

1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom right of the screen.
4. Check the remaining minutes in your 30-day plan and your Call Credit balance.



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Purchasing the same 30-Day Plan toggle
You cannot purchase two of the same 30-day plans within a 30 day period. To make calls after using up your minutes, please purchase Call Credit instead. Android users may also use their LINE Coins to make calls.

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Carrying over unused minutes from 30-Day Plans toggle
Unused minutes from 30-day plans expire after 30 days and cannot be carried over.

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Checking purchase and usage history of Call Credit and 30-Day Plans toggle
You can check your purchase and usage history using the steps below in the LINE app.

1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom right of the screen.
2. Tap Purchase History or Usage History.

LINE Out Settings


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Refunds for Call Credit and 30-Day Plans toggle
Sorry, purchased Call Credit and 30-day plans cannot be returned or refunded.

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Disabling Auto-Recharge toggle
Please complete the following steps to disable Auto-Recharge or Auto-Renewal.

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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Suspending and deleting LINE Out accounts toggle
LINE Out is linked to your LINE account, so there is no way to delete only your LINE Out account.

You will not be charged simply for agreeing to the Terms of Service and the Privacy Policy and tapping Start. There is no basic monthly fee for LINE Out, and you pay only for the Call Credit or 30-day plans you purchase to make calls.

You can delete your LINE Out account by deleting your LINE account. By doing so, you will delete all your LINE STORE data (purchase history, charge history, LINE Credit balance, etc.). This data cannot be restored once it is deleted, so please make sure you really want to delete your account.

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Usage

Making domestic and international calls on LINE Out toggle
You can start LINE Out by starting the LINE app. 

To start LINE Out
1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.

You can change the country code by tapping it on the keypad screen, or entering it directly. Tap and hold the 0 key to enter the + sign.

For example, to call a number in the US (country code +1), you will need to enter +1 xxx-xxxx-xxx.

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What if I run out of balance in the middle of the call? toggle
If you run out of balance in the middle of a call, the call will end. A warning tone will be played one minute before your balance runs out.

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If I call using LINE Out, what number will be displayed on the recipient's phone? toggle
When making calls with LINE Out, caller ID differs according to the recipient’s device. Some devices can display the caller’s name as it is saved in the device’s contacts, while others may display the number in international format or as Unknown.

Your phone number may not be displayed in some countries or by some mobile service carriers.

You cannot configure how your number is displayed on the recipient’s device.

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What if I get a call during a LINE Out call? toggle
If you receive a regular incoming call in the middle of a LINE Out phone call, the regular incoming call will be prioritized and the LINE Out phone call will end.

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Can I delete my call history? toggle
Yes. You can delete your call history by following the steps below. Please note that you cannot delete your usage history.

1. Tap the Call tab.
2. Tap and hold or swipe (slide horizontally) the call history you wish to delete.
3. Tap Delete Call History.

You can delete the entire history by tapping on the icon at the top right of the call history screen.

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Forwarding and holding calls toggle
LINE Out can only be used to make outgoing calls, and therefore has no call-forwarding feature. There is also no way to hold calls.

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Using automated phone services toggle
You can use phone services that utilize push-tones to make automated selections in the following way.

1. Tap Keypad after making the call.
2. Tap the corresponding key for the option you wish to select to send a push-tone.

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Selecting a default country code toggle
You can change the default country code from the settings menu.

1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom right of the screen.
4. Tap Default Country Code

LINE Out Settings


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What are the suggestions displayed when dialing? toggle
The suggestions you see when dialing are there to help you make calls more easily.

Recent numbers containing the digit you entered will be displayed after entering one digit, and contacts from your device will be displayed after entering two to four digits.

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Changing the currency of the rates displayed on keypad toggle
You can change the default currency by following these steps.

1. Tap the Call tab.
2. Tap the keypad icon at the top of the screen.
3. Tap the settings icon at the bottom right of the screen.
4. Tap Currency Display Settings


The rates per minute and your Call Credit balance on the keypad will be converted into the selected currency.

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Why are phone numbers displayed on LINE friend's profiles? toggle
Your LINE friends’ phone numbers will only be displayed if you have them in your device’s contacts. Tap their phone numbers to call them using LINE Out.

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Adding new contacts to LINE Out toggle
When a contact is added to LINE Out, they will also be added to your device’s contacts. LINE Out contacts are synced with your device’s contacts.

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Notifications received in LINE when making calls with LINE Out toggle
If the caller and recipient of a call have added each other as friends and both have phone numbers registered to LINE, you will get a notification message in your LINE chat after missing or ending a call. This way, you can easily call your friend back from within LINE when you miss a call from them.

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Photos of non-LINE friends appear in LINE Out history and contacts toggle
The photos shown in your LINE Out contacts and recent calls are the photos saved in your device’s contacts. These photos are not sent to LINE’s servers.

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