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 can’t download purchased songs, please try turning off the download booster setting on your device.

To change your settings, follow the steps below.

Note: The steps and display may differ depending on the model of your device.

1. Go to your device's Settings.

2. Tap More connection settings.

3. Turn Download booster OFF.

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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.

• You've played less than 20 songs in the last three months.

Note:

- You need to listen to at least 20 different songs for them to be counted (not the same song 20 times).

- Any times you played songs that became unavailable at the right holder's request are excluded from your play count.

• You've only played songs that are eligible for promotions.

Note: The Top 50 list will not appear if you've played less than 20 songs in the last three months.

• You didn't play songs for a long enough time.

Note: Try playing songs all the way to the end.

• You were playing songs offline.

Note: If the Top 50 list doesn't update when you play songs, try connecting to the internet.

• The Charts page hasn't been updated yet.

Note:

- The Charts page is updated once daily at an undetermined time. Your played songs will be added sometime during the following day.

- 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.

Note:

- Your play count will only appear on the LINE MUSIC app and not on LINE MUSIC for web browsers.

- Your Top 50 list will appear with the display name that is currently set on the LINE account you are logged in to LINE MUSIC with.

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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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This error will appear if you are logged in and playing music on multiple browsers or app versions of LINE MUSIC at the same time.

Note:

- You cannot play music from the PC browser and app versions of LINE MUSIC at the same time.

- This message will also appear if you change LINE accounts or if you re-install the LINE MUSIC app.

Tap OK to play music on the device you have on hand and stop playing on any other device.

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This issue may occur when using energy saving settings.

Network usage will automatically be restricted if you have energy saving settings turned ON and the music that is currently playing will be interrupted in order to conserve battery power.

It should be noted that even if you don’t have any energy saving settings turned ON, energy saving mode may turn on after a certain amount of time has passed when your smartphone is not connected to a charger and the display is off.

Please try configuring the following energy saving settings to see if it resolves the issue.

Note: The steps may differ depending on your smartphone.

1. On your smartphone, go to Settings > Battery.

2. Tap the options icon at the top right of the screen > Battery optimization.

3. Tap the arrow icon > All apps > LINE MUSIC.

4. Check the Don't optimize option > Done.

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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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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 your device storage.

Please change your permission settings by going to your device's Settings > Apps > LINE MUSIC.

Note: The steps may differ depending on your device.

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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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If you encounter a playlist with an inappropriate image on LINE MUSIC, you can report it, and we will take necessary measures against it based on our review.

To report a playlist with an inappropriate image:

1. At the top right of the playlist, tap "..." > Report.

2. Select your reason for reporting the playlist and tap Agree & send.

3. Tap OK or Confirm.

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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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Playback issues

Playback issues

Issues with purchased music

I can't find a song I purchased

I can't download songs that I purchased on my Galaxy device

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

Songs won't play

A message saying "You are already playing music on another device." appears

Song playback randomly cuts in and out

Songs I downloaded disappeared/cannot be played

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"

There's a playlist set with an inappropriate image

I can't back up my data

I can't restore my backed up data

My backup data disappeared

My restored data is incomplete