LINE MUSIC Help Center

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If You Are Experiencing Any Issues

Playback issues

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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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 don't see your Top 50 list or the songs that you've played aren't being counted, it may be due to one of the following reasons.
Note: Your Top 50 list will appear with the display name set on the LINE account you log in to LINE MUSIC with shown before it.

Useful info

- Your Top 50 list and play counts are only shown in the LINE MUSIC app.
- You cannot check them in LINE MUSIC for web browsers.

You've played less than 20 songs in the last three months.
Your Top 50 list is a feature that shows songs you've played ordered by the largest play count if you've played 20 or more songs in the last three months.

If you've only been playing songs that are part of a promotion, try also playing other songs.
Note:
- You need to listen to at least 20 different songs for them to be counted (not the same song 20 times).
- Any songs that became unavailable due to the request of rights holders will be excluded from your play counts.

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You didn't let songs play for long enough to be counted.
Try playing songs all the way to the end.

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You were only playing songs offline.
Try connecting to the internet.

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It's taking time to update your play counts.
Play counts for songs are reflected the day after you play them and are updated once daily at an undetermined time. Please try again later.
Note: If you've only used LINE MUSIC for a short period of time, it may take a while for songs to be added to your Top 50 list, even if you've already played 20 or more songs.

The number of times you play a song is counted by our system, even if you don't see the number updated on your Top 50 list. For details about the conditions to participate in a promotion that asks you to play a song a certain number of times, please see the promotion's information page.

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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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You will see an error message if you're logged into LINE MUSIC on multiple devices (e.g. on a PC and smartphone) and music or music videos are played at the same time.
Note: You may also see this message if you change your LINE account or reinstall LINE MUSIC.

If you're going to play music on the device you saw the error message on, select Yes on the pop-up.

Useful info

Yes won't appear on the pop-up if:
• You're using a version of the LINE MUSIC app earlier than 6.24.0.
• You've frequently changed devices.

Check the details shown on the screen and try again later.

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Songs you downloaded may disappear if you:
• Uninstall the app on the same device.
• Log into LINE MUSIC with a different LINE account.
• Repeatedly log in and out of the app.
Note: This includes repeatedly logging in with LINE/logging in as a guest.
• Clear the app's cache.
• Install an app for increasing storage space.

Depending on how you use the app, you may be able to restore the downloaded songs. Check which version of the LINE MUSIC app you're using, then refer to the following information.

If you're using LINE MUSIC version 6.13.1 or earlier:
If you logged into a different LINE account on the same iOS device, you may be able to restore your downloaded songs.

To restore your downloaded songs:
1. Tap the Library tab at the bottom right of the screen > Reload on the Downloads screen or tap the Library tab at the bottom right of the screen > Settings > Account > Restore downloaded songs.
2. Under PLAY, tap XX song(s).
Note: PLAY is shown when the playlist is ordered by Songs.
3. Tap Select all at the top left of the screen.
4. Tap Download at the bottom of the screen.

If the issue persists after trying the steps above, please try the steps in the following Help article to re-download your songs.
Note: We recommend downloading songs while using a Wi-Fi connection.

Saving songs to Downloads to play offline

If you're using LINE MUSIC version 6.14.0 or later:
You can restore your downloaded songs list and queue data by selecting the backup data you want to restore only if you backed up your downloaded songs list from Backup and Restore.

By selecting what to restore, you can choose to restore either your downloaded songs list or queues alone or both together.

Important:
- Be aware that if you restore your data, the songs you downloaded before restoring it will all be deleted.
- Songs that cannot be played due to legal rights issues will not be restored.
- Backup data is not saved to your device but rather to the cloud and can be restored on any device the same account is registered to. LINE MUSIC can be registered on up to 10 devices. On January 1 of each year, the number of devices you can register your account to is reset.

To restore your downloaded songs:
1. Tap the Library tab > Settings > Backup and Restore.
2. Tap Restore Backup Data.
3. Select which items to restore.
4. Select the backup data to restore.
Note: If there are multiple backups, select the data with the date and time you want to restore.
5. Tap Restore at the top right of the screen.
6. Tap Restore.

Note:
- To play songs in the downloaded songs list you restored, you need to download the songs again.
- We recommend downloading songs while using a Wi-Fi connection."

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You can see the songs you've listened to by refreshing the Recently played list.

To refresh your Recently played list:
1. Tap the Home tab at the bottom left of the screen > Today.
2. Swipe down on the screen to refresh it.

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You may not be able to use Local Music if you have not allowed access to the media library on your device.

Please go to your device's Settings > LINE MUSIC > turn ON access to MEDIA_LIBRARY.

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When listening to a playlist, you may hear songs that weren't added to it if you're using LINE MUSIC version 6.0 or later and have the following settings configured on the Queue Setting screen.

• Under "How to play when a song is tapped" from Queue Setting, Play only the selected song is selected and Auto play is enabled under Others.

To only play the songs you added to a playlist, select Play the entire queue under "How to play when a song is tapped."

To only play the songs in a playlist:

1. Tap the EQ icon at the top left of the player screen.

2. On the Playback settings screen, tap Queue Setting.

3. Select Play the entire queue under "How to play when a song is tapped" on the Queue Setting screen.

Note: Even if you have Play the entire queue selected, recommended music will continue playing after all added songs are played if you have Auto play enabled under Others.

For more information about queues, see the following page. (Only available in Japanese.)

Queue guide

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LINE MUSIC monitors advertising content as well as posts that are not appropriate to the service.

Once a playlist is restricted, you will not be able to make it public again, even if you edit it.

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If you make a playlist private, the number of favorites it has will reset to zero.

Important: The number of favorites cannot be restored, even if you make the playlist public again.

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You can back up your data with LINE MUSIC version 6.14.0 and later. To make a backup, you need to purchase a LINE MUSIC subscription plan, log in with LINE, and register your device to the LINE MUSIC app.

Also, you may not be able to back up your data in the following situations. Check your settings based on your situation, and try to back up your data again.

Issues with your OS settings (iOS only)

If iCloud Drive is turned off:

From your iPhone's Settings, tap your name at the top of the screen > iCloud > iCloud Drive and turn on Sync this iPhone.

If iCloud Drive is turned on, but LINE MUSIC is turned off in your list of apps syncing:

From your iPhone's Settings, tap your name at the top of the screen > iCloud > iCloud Drive > Apps Syncing to iCloud Drive and turn on LINE MUSIC.

Issues with your cloud service (e.g. connection issues)

If your account has been restricted (iOS only):

Your account may be restricted due to parental controls or device management settings. Please check your device's settings.

If you're unable to access your cloud account or temporarily unable to connect to the cloud service:

Please check your device's cloud settings.

If you don't have enough cloud storage:

You won't be able to save your backup data without enough cloud storage. Please check how much cloud storage you have.

Other issues

If your automatic backup fails:

You're unable to access the cloud service. Please check the status of your cloud service, including its configuration, your storage, and how it's linked and syncing.

For issues other than the ones mentioned above:

Errors may occur for various reasons. Please try the following:

• Restart your device.

• Restart the app.

• Log out from the app, then log in again.

• Check if you're subscribed to a plan or not.

Note: To check whether you have a ticket and its expiration date, from the LINE MUSIC app, tap the Library tab > Settings > My Ticket / Shop or My ticket > My Ticket.

• Check the device registration for LINE MUSIC and register it again.

Note: To check this, from the LINE MUSIC app, tap the Library tab > Settings > Manage device registration.

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You can restore your backed up data with LINE MUSIC version 6.14.0 and later. To restore backups, you need to purchase a LINE MUSIC subscription plan, log in with LINE, and register your device to the LINE MUSIC app.

Also, you may not be able to restore your backed up data in the following situations. Check your settings based on your situation, and try to restore your backed up data again.

Issues with your OS settings (iOS only)

If iCloud Drive is turned off:

From your iPhone's Settings, tap your name at the top of the screen > iCloud > iCloud Drive and turn on Sync this iPhone.

If iCloud Drive is turned on, but LINE MUSIC is turned off in your list of apps syncing:

From your iPhone's Settings, tap your name at the top of the screen > iCloud > iCloud Drive > Apps Syncing to iCloud Drive and turn on LINE MUSIC.

Issues with your cloud service (e.g. connection issues)

If your account has been restricted (iOS only):

Your account may be restricted due to parental controls or device management settings. Please check your device's settings.

If you're unable to access your cloud account:

You're unable to access the cloud service. Please check your device's cloud settings. Also, check the cloud service account linked with LINE MUSIC.

Issues with your backup data

You do not have any backed up data. Please check your device's cloud settings. Also, check the cloud service account linked with LINE MUSIC.

Other issues

Errors may occur for various reasons. Try to restore your backup data again after you:

• Restart your device.

• Restart the app.

• Log out from the app, then log in again.

• Check if you're subscribed to a plan or not.

Note: To check whether you have a ticket and its expiration date, from the LINE MUSIC app, tap the Library tab > Settings > My Ticket / Shop or My ticket > My Ticket.

• Check the device registration for LINE MUSIC and register it again.

Note: To check this, from the LINE MUSIC app, tap the Library tab > Settings > Manage device registration.

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Up to 20 backups (in order of most recent) can be maintained. If over 20 backups are made, the oldest data will be automatically deleted while the newest data will be saved.

Backup data deleted automatically or manually cannot be restored.

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Backup data is not saved to your device but rather to a cloud service and can be restored on any device the same account is registered to.

If your restored data is incomplete, make sure:

• Your linked cloud service account and the account you're logged in with aren't different.

• The cloud service account you linked with LINE MUSIC isn't different.

• To check the date and time of the backup data.

Note: If you're using the same cloud service account, backup data from multiple devices may be saved together.

Also, songs that cannot be played due to legal rights issues will not be restored. For this reason, if such songs were included in your backup data, the number of songs in your restored data may be different.

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LINE

Help center

Search Help articles

Playback issues

Playback issues

Issues with purchased music

I can't find a song I purchased

I don't see my Top 50 list/My played songs aren't being counted

Songs won't play

A message says another device is now streaming using the same account

Songs I downloaded disappeared

Songs I've listened to aren't showing up under Recently played

I can't use Local Music

Songs that aren't in my playlist are playing

My playlist was automatically changed to private and I can't change the settings

The number of favorites on my playlist show up as "under10"

I can't back up my data

I can't restore my backed up data

My backup data disappeared

My restored data is incomplete