LINE MUSIC Help Center

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If you're having issues with LINE MUSIC, try the troubleshooting tips below.

Troubleshooting tips
• Update the LINE MUSIC app to the latest version here.
• Restart the LINE MUSIC app and your device.
• Force quit the LINE MUSIC app.
• Delete any unnecessary apps and data on your device.
• Try using a stronger network connection.
• Make sure there are no restrictions on your internet connection speed for your cellular data.
• Reinstall the LINE MUSIC app.
Note: By backing up your data in advance, you can restore it after reinstalling the app.

If the issue persists after trying the troubleshooting tips above, check with the LINE MUSIC official account or the Help center. This is often a faster way to resolve problems than an email inquiry.

Asking questions on LINE
You can ask questions in the LINE MUSIC official account chat if you're having an issue with the service or there's something you want to know. The LINE MUSIC official account's automated response system will answer your questions.
Note: Support is only available in Japanese.

Resolving your issues by referring to the Help center
Our Help center has articles with solutions for issues and questions you may have when using LINE MUSIC. Some of the more common issues addressed in the Help center can be found below. If any of these apply to you, please refer to the relevant Help article.

I was charged through auto-renewal after canceling my subscription
Failed subscription payments
Songs won't play
I don't see my Top 50 list/My played songs aren't being counted
Songs I downloaded disappeared
An error message appears and I can't purchase a ticket

Sending an inquiry via email
If you're unable to resolve the issue with the LINE MUSIC official account or the Help center, please contact us via this Inquiry Form according to the issue you're having.
Note: After accessing the Inquiry Form via the above link, please select the Category and Details.

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To view the songs you've purchased, please see this Help article.

If a song doesn't appear in your Purchase History, please contact us via the Inquiry Form.

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If you are experiencing any of the following issues with purchased music, please contact us from the Inquiry Form:

• There is an issue with a file and it won’t play.

• You don't hear any sound.

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If an exclusive sticker set's download page doesn't appear after you finish downloading an eligible song, you can download the sticker set with one of the following methods.

Note:

- Make sure to update your app to the latest version first.

- You need a valid LINE MUSIC subscription to download songs.

To download stickers from the LINE MUSIC app:

1. Start LINE MUSIC.

2. Tap Library > Settings > Account.

3. Tap Stickers History at the bottom of the screen.

4. Tap the arrow next to the sticker set you want to download.

To download stickers from the LINE app:

1. Start the LINE app.

2. From the Home tab, tap Settings > Stickers > My Stickers.

3. Select the sticker set you want to download and tap Download, or tap Download all.

Note: Once the sticker set has finished downloading, you can check it on the sticker selection screen in a chat.

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If a song won't play, try the following troubleshooting tips.

• Check if you're using a plan. For the steps to check, see this Help article.

Note: If you're not using a plan, songs will only play for 30 seconds.

• Check if your payment failed. For the steps to check, see this Help article.

• Update the LINE MUSIC app to the latest version here.

• Restart the LINE MUSIC app and your device.

• Delete any unnecessary apps and data on your device.

• Try using a stronger network connection.

• Make sure there are no restrictions on your internet connection speed for your cellular data.

• Delete cached songs.

To delete cached songs:

1. Tap the Library tab at the bottom right of the screen.

2. Tap Settings > Playback settings > Song caching > Delete cached songs.

Note:

- Delete cached songs is shown if you have Song caching turned on.

- If you've downloaded songs, please download them again after following the above steps.

If the issue persists after you've tried everything above, please wait for a while and then try playing the songs again.

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A song you downloaded may disappear or become unplayable if you:

• Repeatedly uninstall the app on the same device.

• Log in with a different LINE account on the same device.

• Repeatedly log in and out of the app (including repeatedly doing LINE/guest logins).

• Clear the app's cache.

• Install an app for increasing storage space.

For the steps to re-download songs, see the following Help article.

Note: We recommend downloading songs while using a Wi-Fi connection.

Saving songs to Downloads to play offline

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If a payment for a subscription fails, your plan will continue but you will not have any tickets. Without a ticket, you will not be able to use the following services.

• Play full songs
• Set songs as background music for your LINE profile without restrictions
• Save and listen to songs offline
• Set songs as your ringtone or ringback tone for free calls on LINE

Check the payment method for your subscription. If the payment is successful, you'll be charged for your subscription from that point, and a ticket will be issued.

Useful info

The steps to check your subscription differ depending on where it was purchased. After confirming where you purchased your subscription, check the status of your payment method.

If you're using LINE MUSIC with a Family Plan, please have the plan's admin check the status of their payment method.

To confirm where you purchased your subscription:
1. Start the LINE MUSIC app.
2. Tap the Home tab > your profile icon at the top right of the screen.
Note: You can also access this from Library Library icon

> Settings

.
3. Tap My ticket or My Ticket / Shop > My Ticket > Purchase History.
4. Check where you purchased your subscription under the plan name.

To confirm the status of your payment method:
Refer to the method below according to where you purchased your subscription, as confirmed by the steps above.
Note: You cannot confirm the status of your payment method in LINE MUSIC.

Google

On Google Play, select the menu related to your account's payment method and check the status.

Check on Google Play

If you can't check your payment method on Google Play or if the status of your payment doesn't improve:
Please contact Google Play Help directly from this link.

Apple

On the App Store, select the menu related to your account's payment method and check the status.

Check on the App Store

If you can't check your payment method on the App Store or if the status of your payment doesn't improve:
Please contact Apple Support directly from this link.

SoftBank Mobile, Y!mobile, or LINEMO

Log in to your carrier's site and go to the page for option services to check.

SoftBank users:
Log in to My SoftBank.

Y!mobile users:
Log in to My Y!mobile.

LINEMO users:
Log in to My Menu.

If you don't see the LINE MUSIC for SoftBank subscription on your carrier's optional services page, it's possible you have a subscription with a different plan.

The steps to check the status of your payment method differ so first confirm where you purchased your subscription via the steps at the beginning of this article.

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Other

What should I do if I'm experiencing problems?

I can't find a song I purchased

Issues with purchased music

I can't download an exclusive sticker set

Songs won't play

Songs I downloaded disappeared/cannot be played

Failed subscription payments