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FAQs

How do I get my Collection Book completion bonus? toggle
Tap the icon showing the number of bonus Gems on each page to accept the completion bonus.

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What happens to my Gems when I change devices or phone numbers? toggle
If you use the same LINE account to log in to LINE PLAY as you did before, your avatar settings (avatar name, status message, and room) and Gems will still be there and you will be able to play as normal even after changing devices or phone numbers.

However, if you are changing devices to one that operates on a different OS, your Gems, Gem Points, Extra Hearts, and Cash will not be carried over.

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An error occurs when purchasing Gems, Cash, and Extra Hearts. toggle
Transactions for purchases of Gems, Cash, and Extra Hearts use either the Google Play system or App Store system.


If an error is displayed when purchasing an item, the method of payment verification has failed.

Please refer to the following Help articles to check if the payment method you selected is available to make purchases:

▼ iTunes Store Help

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What should I do if I am having trouble with my purchased Gems or Cash? toggle
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 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.)
2. 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.)
3. What is the exact time you made the purchase(s)? (E.g., 2:28 pm, March 13, 2017)
4. 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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What should I do if I am having trouble with my purchased items? toggle
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. Which item(s) did you purchase? (E.g., Autumn Dotted Blouse, Modern Blue Wood Bed, etc.)
2. What is the exact time you made the purchase(s)? (E.g., 2:38 pm, March 13, 2017)
3. What is the exact problem you are encountering? (E.g. The Autumn Dotted Blouse I purchased is not shown in my Closet.)

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Why does the app crash as soon as I start it? toggle
The app may crash if there is not enough free memory on your device. Please try closing all other apps and starting LINE PLAY again.

Also, please note that while on the move, your network connection may become unstable when switching between 4G LTE and Wi-Fi. Please try again when in a stable network environment.

The app may sometimes take longer to load after updates. In this case, please try again after a while.

If the problem still occurs even though you have a stable network connection, please try deleting the LINE PLAY app once and download it again. If you have the same LINE account on your device that was used to create your LINE PLAY avatar previously, you will be able to log in and use the same avatar as before.

However, please note that some information, including any chat history older than three months, will be erased when deleting the app.

We hope this helps to resolve the problem.

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What is Cash? toggle
Cash is another currency aside from Gems that can be used on LINE PLAY. Certain Gacha and interior sets can only be purchased using Cash, so please check to see which currency you need before making a purchase.

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