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What should I do if I'm experiencing problems?

Please contact us via the Inquiry Form.

For inquiries related to tickets, please provide us with the following information.

Note: If you do not answer all of the following questions, it may take us longer to assist you.

1. What is your registered information on LINE?

Phone number:

Email address:

2. What is the name of the ticket(s) you purchased?

3. How many tickets did you purchase?

4. When did you purchase the ticket(s)?

5. What is the trouble you are having, and what is your request?

6. Please send us a screenshot of the confirmation email or purchase history for the relevant ticket(s).

7. What was your order number and method of payment?

For steps on how to check your order number and payment method:

App Store

Please check your iTunes Store order number.

LINE STORE

From Purchase History on LINE STORE, please check the relevant item and tell us which payment method you used.

E.g. Purchased with LINE Credit

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I didn't receive the Coins I purchased

Please check the Coins you've purchased by following the steps in this Help article.

If you purchased Coins and haven't received them, please contact us from the Inquiry Form.

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Can I transfer my Coins and purchased music to another LINE account?

If you want to transfer your Coins and purchased music to another LINE account, please contact us from the Inquiry Form.

Important: Please keep in mind that you will not be able to transfer your Coins if you change to a device running an OS that is different from the one you purchased them with.

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I can't find a song I purchased

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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Issues with purchased music

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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I can't download an exclusive sticker set

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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Songs won't play

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

• 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.

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Songs I downloaded disappeared/cannot be played

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.

If you logged into a different LINE account on the same iOS device, you may be able to restore your downloaded songs.

To restore and play 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.
Note: We recommend downloading songs while using a Wi-Fi connection.

Saving songs to Downloads to play offline

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Other

What should I do if I'm experiencing problems?

I didn't receive the Coins I purchased

Can I transfer my Coins and purchased music to another LINE account?

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