LINE PLAY Help Center

Please copy and paste all the questions below into the Problem Report Form, and send us your answers.

Please make sure you answer all the questions fully for us to provide you with an accurate response as quickly as possible.

1. What is the country, country code, and phone number registered to your LINE account?

2. What is the type of Gems or Cash you purchased? (E.g., 4,200 Gems, 13,300 Gems, 36,600 Gems, 78,000 Gems, 157,800 Gems, etc.)

3. How many Gems or Cash did you purchase? (E.g., two 4,200 Gems, one each of 4,200 Gems and 13,300 Gems, etc.)

4. What is the exact time you made the purchase(s)? (E.g., 2:28 pm, March 13, 2017)

5. What is the App Store order number or Google Play order number? (16-digit number, without hyphens.)

If you made your purchase through Google Play:

1. If you received a payment confirmation email from Google Play,

please check the payment confirmation email.

2. If you have not received a payment confirmation email from Google Play,

you can check your order number from Google Wallet.

Please provide us with the NHN Japan order number or order number found in the receipt for the Gems or Cash you purchased.

Google Wallet: https://wallet.google.com/manage

- If you are unable to log in, please contact Google.

6. If you are using an Android device,

please provide us with your Gmail address or the email address registered to your Google Wallet account. (E.g., example@gmail.com)

7. What is the exact problem you are encountering? Describe it in as much detail as possible.

E.g., I received a payment email, but I didn't receive the Gems.

E.g., I purchased 4,200 Gems once, but I was charged the price of 2 purchases of 4200 Gems.

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