Help center

How to contact us if you're having issues with LINE

If you're having issues with LINE, please check our Help center first. It contains useful information and troubleshooting tips and is where you'll find answers to many of our users' questions.

Help center
Our Help center has articles with solutions for issues and questions you may have when using LINE. You can also search the information on our Help center by tapping

(Settings) in the LINE app and entering a keyword in

(the search box) at the top of the screen.

Inquiry Forms
If you're unable to resolve the issue with the information on our Help center, please contact us via our Inquiry Forms. Please understand that depending on the nature of your inquiry, it may take us from a few hours to a few days to respond.

Useful info

- When contacting us, please keep in mind that:
• You can also access the Inquiry Forms on a PC.
• If you can't use your LINE account, you can select Continue without logging in at the bottom of the login screen.
- When contacting us, your inquiry can be processed more smoothly if you have ready:
• Your LINE ID.
• Your display name.
• Your reply email address.
• Your phone number registered to LINE. (This only applies to Hong Kong, Japan, Korea, Taiwan, and Thailand.)
• Information about your device (e.g. model, OS version).
• One or more screenshots of the issue.

Inquiry Form for the LINE app
Note: You can access the Inquiry Form from the LINE app by tapping

(Settings) > Help center at the bottom of the screen > Send an inquiry at the bottom of the screen.

Inquiry Form for services other than the LINE app (e.g. LINE Official Account)
Note: If you don't know the information for your LINE account needed to log in, please select Continue without logging in.

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Important: Make sure your current phone number is registered to LINE

If the phone number you have registered to LINE isn't the same as your current phone number, you may suddenly become unable to use LINE.

E.g.

You register phone number A to LINE, but then cancel or change it.
　　　▼
You continue using LINE with the canceled phone number A still registered to it.
　　　▼
A certain amount of time passes, and someone else makes a new contract with phone number A.
　　　▼
The person newly contracted with phone number A registers it to LINE.
　　　▼
Phone number A is removed from your LINE account, which then becomes inaccessible.

Once a certain amount of time passes after canceling your phone number, it can be contracted to and used by someone else.

Be sure to register your current phone number to LINE if it has changed. You can confirm and change your registered phone number from the Account screen.

Note: Changing the phone number you have registered to LINE does not affect your data (e.g. friend list, stickers, chat history) saved on LINE.

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I suddenly became unable to use a feature

The error message "Unable to use account" suddenly appeared

Important: Details about phone number registration and verification only apply to LINE accounts created with LINE versions earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

If a screen saying "Unable to use account" suddenly appeared, please check the information for each of the three scenarios below, in order.

You haven't registered your currently contracted phone number to LINE

If the phone number you registered to LINE isn't the same as the one you are currently contracted with, you may suddenly become unable to use LINE.

Once a certain amount of time passes after canceling your phone number, it can be contracted to and used by someone else.

If the new contract holder of the phone number registers it to LINE, the LINE account it had been registered to becomes unavailable.

Not receiving the verification code via text to my phone number/I get an error message when verifying my phone number

Important: The contents of this article only apply to LINE accounts created with LINE versions earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

See the following for information about how to troubleshoot if you're not receiving the verification code on the phone number you entered and for details regarding the "Verification is temporarily blocked/Invalid phone number" messages.

Topics covered

- Getting an error when verifying a phone number

- Not receiving the verification code on the phone number you entered

Getting an error when verifying a phone number:

If you do anything that violates our Terms and Conditions of Use or if you repeatedly have a verification code issued, your use of LINE will be restricted and you'll see an error message based on your situation.

Be advised

If you see the "Please wait XX day(s) then try again" or "Invalid phone number" error messages, please wait until the restriction is lifted. Even if you contact us without waiting for the restriction to be lifted, we will reply to you with the same information in this Help article.

"Verification is temporarily blocked. Please wait XX day(s) then try again" appears

Due to violating our Terms, verification will be restricted for a specified period of time. Please try verifying your phone number again the day after the specified period of time.

Please refrain from any acts that violate our Terms when using LINE in the future. Below are the main standards for what are considered violations.

• Posting content that is generally considered unacceptable, such as abusive language or obscene content.

• Exchanging personal information (e.g. phone number, address, LINE ID), or continually inviting or soliciting others to meet in person.

• Engaging in any unlawful transactions, such as the illegal trading of banned substances, stocks, etc.

• Acts of planning or inviting minors to inappropriate meetings or assemblies.

For more details, see the Standards regarding posts on LINE on the LINE Safety Center website. For security reasons, we cannot directly provide you with detailed information such as the reason for your current violation.

"Invalid phone number" appears

If you see an error message saying "Invalid phone number" when entering your phone number, you may have received a temporary restriction for repeatedly having a verification code issued. Try again one to two days after the error appeared.

Not receiving the verification code on the phone number you entered:

Be advised

Check if the phone number you currently have a contract with was entered correctly. You will not receive the verification text message if your phone number is entered incorrectly. Landline phone numbers cannot be used.

If you still don't receive the text message despite entering the correct phone number, see the following information.

Check if your contract allows you to receive text messages

If you're using an MVNO, it's possible the plan you're contracted with doesn't let you receive text messages. Check if your mobile plan lets you receive text messages or go to your settings page on your mobile service provider's website or contact their customer support.

If you can't receive text messages, try selecting Call me instead to verify your phone number. If you can't use text messages or verify your phone number with the Call me instead option, you will not be able to sign up for a LINE account.

Try the Call me instead option

If you're not receiving the verification code via text message, you can get one via the automated on-call guidance.

To use the Call me instead option:

1. Tap Call me instead at the bottom of the verification code input screen.

2. Answer the call you receive on the phone number you entered.

3. Enter the verification code you received via the automated on-call guidance.

Useful info

If you're not receiving text messages, check your spam filter settings and your blocking settings for text messages.

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Registering/checking/changing your password

Be advised

You need a password to transfer your LINE account. If you've forgotten your password, you may not be able to transfer your account.

Topics covered

- Making a secure password
- Registering a password
- Checking/changing your password

Making a secure password:
When setting a password, it's important for it to be secure and difficult for other people to guess.

To set a secure password, make sure it:
• Is a complex combination of upper and lowercase letters, numbers, and symbols.
• Doesn't use personal information, such as:
- Your nickname or initials.
- The name of a child or pet.
- A birthday or anniversary of you or a loved one.
- Your address.
• Doesn't use typical strings of characters or words, such as:
- Easy to guess words or phrases (e.g. "password" or "iloveyou").
- Consecutive letters or numbers (e.g. "123456" or "abc123").
- Strings that follow the keyboard layout (e.g. "qwerty" or "1q2w3e").

Important: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types: uppercase letters, lower case letters, numbers, and symbols.

For the best online security, make sure not to recycle passwords, but rather to set and safely manage a different passcode/password for each online service you use. Making use of software and OS features to manage your passwords is another way to achieve secure password creation and management. You can get a complex password with ease and peace of mind by using a software feature to automatically generate a password. If you use software to manage your passwords, you can use all different passwords for each service without the burden of remembering them.

Registering a password:

Be advised

For the best online security, make sure to set a different passcode/password for each online service you use.

To register a password:
1. Tap the Home tab > Settings.
2. Tap Account.
Note: Tap here to go to the Account screen from your smartphone.
3. Tap Password.
4. Enter a password.
Note:
- Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types: uppercase letters, lower case letters, numbers, and symbols.
- Be sure to write your new password down so you don’t forget it.

Checking/changing your password:
There is no way to check the string of characters you registered as your password. If you don't know or have forgotten your password, please change it.
Note: Once you've changed your password, be sure to write your new one down so you don't forget it.

If you still have the device you can use LINE on

To change your password:
1. Tap the Home tab > Settings > Account.
Note: Tap here to go to the Account screen from your smartphone.
2. Tap Password.
Note: If you're asked to unlock the screen, use the unlock method you have configured on your device, such as your passcode or biometrics (e.g. fingerprint, face). Do not use the password registered to your LINE account.
3. Enter your new password twice, then tap Change password.
Note: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types: uppercase letters, lower case letters, numbers, and symbols.

If you're transferring your LINE account and no longer have the device you used before changing models
Note: The contents of this section only apply to LINE accounts created with LINE versions earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

Be advised

You will not be able to reset your password or transfer your account if you didn't register an email address to your LINE account. In this case, please create a new account.

Useful info

If you see a message saying ”Incorrect password entered." despite resetting it, it's possible that the email address registered to the account you're trying to transfer is not the same as the email address you entered in step 5 below. Please try another email address you think is registered to the relevant account.

To change your password:
1. Open LINE on your new device and tap Log in.
2. Tap Log in with another method > Log in with phone number.
3. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap the arrow > OK or Send.
4. Enter the verification code you received via text message.
Note: On some Android devices, the verification code is entered automatically. In this case, skip to the next step.
5. Tap Yes, that's my account.
Note: Or tap No, that's not me > Yes, transfer my account > Log in with previous number or Log in with email address, and enter your registered information.
6. Tap Forgot your password?
7. Enter the email address registered to your LINE account, then tap Send.
8. Reset your password by following the instructions in the email that was sent to the email address you entered.
Note: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types: uppercase letters, lower case letters, numbers, and symbols.

If you don't receive the password reset email, see the following Help article.

I'm not receiving the password reset email

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Creating a new LINE account

The method for creating a new LINE account differs depending on the country you live in. See either of the methods below.

Users that live in Hong Kong, Japan, Korea, Taiwan, or Thailand

You need a device that can receive text messages or phone calls and a valid phone number to create a new LINE account.
Note:
- Landlines, phone numbers starting with 050, and virtual phone numbers can't be used.
- Be sure to use a phone number offered by a mobile service provider.

If you're using a non-smartphone cell phone for children, you won't be able to create or use a LINE account. If you're using a smartphone for children and cannot receive text messages, either create a new LINE account with Call me instead or check your contracted plan with your mobile service provider.
Note: The above information does not apply to some countries.

Be advised

If you verify a phone number that is already registered to another LINE account, that account will be deleted. If you want to transfer your previous LINE account, refer to Transferring your LINE account.

To create a new LINE account, refer to the steps below.

Creating a new LINE account with text message verification

Text message verification is a verification method that can be used on devices that can receive text messages.

To create a new LINE account with text message verification:
1. Open LINE and tap Sign up.
2. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap the arrow > OK or Send.
Note:
- For users in Thailand, you can only proceed to the next screen if you're at least 11 years old.
- For users in Korea, you can only proceed to the next screen if you're at least 14 years old and you've agreed to the Terms and Conditions of Use and Privacy Policy.
3. Enter the verification code you received via text message.
Note:
- On some Android devices, the verification code is entered automatically. In this case, skip to the next step.
- If you see a message that says "Welcome back, XXXX!" after entering the verification code, tap No, that's not me > Next.
4. Tap No, create a new account.
5. Enter a name, set a profile icon, and tap the arrow.
6. Create a password and tap the arrow.
Important: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Setting a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols
7. Choose whether to add friends from your device's contacts, then tap the arrow.
8. For users in Japan, choose whether to verify your age.
9. Confirm the "Regarding Usage of Your Information" consent screen.

Creating a new LINE account with the Call me instead option

Selecting the Call me instead option on the phone number verification code input screen lets you verify your phone number by receiving an automated phone call.
Note: The Call me instead option is only available in some countries.

To create a new LINE account with the Call me instead option:
1. Open LINE and tap Sign up.
2. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap the arrow > OK or Send.
Note:
- For users in Thailand, you can only proceed to the next screen if you're at least 11 years old.
- For users in Korea, you can only proceed to the next screen if you're at least 14 years old and you've agreed to the Terms and Conditions of Use and Privacy Policy.
3. Tap Call me instead at the bottom of the verification code input screen.
4. Tap Continue.
5. After receiving the automated phone call, enter the verification code you were given.
Note: If you see a message that says "Welcome back, XXXX!" after entering the verification code, tap No, that's not me > Next.
6. Tap No, create a new account.
7. Enter a name, set a profile icon, and tap the arrow.
8. Create a password and tap the arrow.
Important: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Setting a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols
9. Choose whether to add friends from your contacts, then tap the arrow.
10. For users in Japan, choose whether to verify your age.
11. Confirm the "Regarding Usage of Your Information" consent screen.

Related Help article:
I verified my phone number, but I see someone else's name

Users that live in other countries

Be advised

- If you want to transfer your previous LINE account, refer to Transferring your LINE account.
- LINE account creation using a phone number was discontinued from LINE version 13.11.0.

To create a new LINE account:
1. Open LINE and tap Sign up.
2. Confirm the Terms and Conditions of Use and Privacy Policy, then select your country and tap Continue with Apple or Continue with Google.
Note:
- Please select the country you actually live in.
- For users in European Economic Area (EEA) member countries, you can only proceed to the next screen if you're at least 16 years old and you've agreed to the Privacy Policy.
3. Log in to your Apple ID or Google account.
4. Enter a name, set a profile icon, and tap the arrow.
5. Create a password and tap the arrow.
6. Choose whether to add friends from your contacts, then tap the arrow.
7. Confirm the "Regarding Usage of Your Information" consent screen.

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Logging in to LINE on your iPad or PC using your smartphone's unlock method

Important: The contents of this article only apply to LINE accounts created with LINE versions earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

See below for the steps to log in to LINE using your smartphone's unlock method.

When logging in to LINE with your smartphone's unlock method for the first time:

1. Start LINE for iPad or LINE for PC.

2. Enter the phone number registered to your LINE account and select Log in with smartphone.

3. Select Show verification code.

4. Start the smartphone version of LINE.

5. Select the Home tab > Settings > Account > Pair a new device.

6. Enter the verification code that appears on LINE for iPad or LINE for PC into your smartphone.

7. Use your smartphone's unlock method when prompted to do so.

When logging in after the first time:

1. Start LINE for iPad or LINE for PC.

2. Enter the phone number registered to your LINE account and select Log in with smartphone.

3. Start the smartphone version of LINE.

4. Use your smartphone's unlock method when prompted to do so.

"Login successful!" will appear when you're logged in. The LINE official account will also send a login notification message to you in the smartphone version of LINE.

Note: For details about the content of this notification, see I got a notification about a detected login.

For more information about your smartphone's unlock method, see the following Help article.

About using your smartphone's unlock method to log in to LINE

For information on how to set up LINE so you can use your smartphone's unlock method for logging in, see the following Help article.

Required settings for logging in to LINE for iPad or PC with your smartphone's unlock method

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Transferring your LINE account

"This message can't be displayed" appears and I can't see chat messages

This Help article covers what happens when you see an error such as "This message can't be displayed" and can't view messages that were sent/received in the past.

Some of these error messages include the following.

- "This message can't be displayed"
- "Unable to display message as it couldn't be decrypted."
- "This message wasn't backed up and restored from your previous device. Unfortunately, there's no way to read it on your current device."

If you've done any of the following, Letter Sealing (a feature that enhances security for sending and receiving messages) will be applied, and you may not be able to view messages that were sent or received in the past.

You transferred your LINE account to a device with the same OS (e.g. iOS to iOS) without backing up and restoring your chats
If you've backed up your chats on your old device before transferring your account, you can view them on your new device.

You transferred your account to a device with a different OS (e.g. iOS to Android)
If you transferred your account to a device with a different OS, you cannot transfer your past chat messages. When transferring your chat history to a device with a different OS, you can transfer your chat history from the last 14 days by using a backup PIN.

You received chat messages while transferring your account
Any chat messages you received from friends while transferring your account cannot be transferred to your new device.

You cannot re-display past messages that can no longer be viewed. If you want to see your past messages, please ask the other person in the chat to resend you any old messages that you need.

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Backing up your chat history

To restore your chat history after transferring your LINE account, you need to back it up beforehand.

Before backing up your chats, be sure that:

• iCloud Drive/Google Drive is turned on.

Note: This feature is unavailable on devices that cannot use Google Drive.

• There is enough free space in iCloud Drive/Google Drive.

For the basic ways to back up your chat history, see below.

iOS users

There are two methods available for backing up your chats to iCloud Drive.

Manually back up chats to iCloud Drive

1. From the Home tab, tap Settings > Chat history backup under Backup and transfer.
2. Tap Back up now.
Note: If you don't see Back up now, you need to set a backup PIN, so tap Create backup PIN to back up your chat history.
3. After your backup is complete, tap Transfer account or Close.
Note: If you tap Transfer account, you can transfer your account with an easy transfer QR code.

Automatically back up chats to iCloud Drive

1. From the Home tab, tap Settings > Chat history backup under Backup and transfer.
2. Tap Back up how often.
3. Select how often you want to back up your chats.

Your chats will only be backed up automatically if your device and settings meet the conditions below when the auto-backup refresh starts.

• Your device is plugged into an outlet.
• Your device is connected to the internet.
• The Background App Refresh setting on your device is turned on.

Android users

There are two methods available for backing up your chats to Google Drive.

Manually back up chats

1. From the Home tab, tap Settings > Back up and restore chat history under Backup and transfer.
2. Tap Back up now or Back up to Google Drive.
Note: If you don't see Back up now or Back up to Google Drive, you need to set a backup PIN, so tap Create backup PIN to back up your chat history.
3. After your backup is complete, tap Transfer account or Close.
Note: If you tap Transfer account, you can transfer your account with an easy transfer QR code.

Automatically back up chats

1. From the Home tab, tap Settings > Back up and restore chat history under Backup and transfer.
2. Tap Back up how often and turn Enable auto-backup ON.
3. Select how often you want to back up your chats.

Your chats will only be backed up automatically if your device and settings meet the conditions below when the auto-backup refresh starts.

• Your device is plugged into an outlet.
• Your device is connected to the internet.
Note: If you can't use a Wi-Fi connection, you can still back up your chats with Use mobile data selected.

Your chats will be backed up automatically when you stop using your device and its screen has turned off.

For more information about the chat history that will be backed up, see the following Help article.

Data that can be transferred

Useful info

If an auto-backup fails, you'll receive a chat notification from the LINE official account. For more information about this notification, refer to I see an error when backing up my chat history.

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LINE

Help center

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Announcements

About the end of the Keep service

End of support for new account sign-ups using phone numbers

See other announcements

Topics covered

FAQs

How to contact us if you're having issues with LINE

Important: Make sure your current phone number is registered to LINE

I suddenly became unable to use a feature

The error message "Unable to use account" suddenly appeared

Not receiving the verification code via text to my phone number/I get an error message when verifying my phone number

Registering/checking/changing your password

Topics covered

Creating a new LINE account

Logging in to LINE on your iPad or PC using your smartphone's unlock method

Transferring your LINE account

"This message can't be displayed" appears and I can't see chat messages

Backing up your chat history

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