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FAQs

What should I do if I encounter a problem when using LINE? toggle
If you experience a problem when using LINE, please try the steps below. If you need any assistance with them, please contact your mobile phone manufacturer.

Note:
Sometimes, you may be asked to log in to your account again after updating the app or your OS. Please register you email address or verify your Facebook account using the steps here to ensure that you can carry over your account successfully.

1. Update the LINE app.
2. Restart the LINE app (details).
3. Restart your device.
4. Update your OS.
5. Delete the LINE app’s cache.
6. Delete any unnecessary apps and data.

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Can I use the same LINE account from multiple devices? toggle
We are sorry to say that you cannot access a single account from multiple devices using the app version of LINE. However we do have a PC version of LINE (details follow).

Please note, you cannot use the same account on 2 or more smartphones. Also, for tablets and smartphones, if you have the LINE APP installed on each device, you cannot use the same LINE account for both the LINE apps.
You can only verify one smartphone per mobile phone number/email address.

To register LINE for use on a different device, please make sure that you have another phone number or email address available for each device.
★If you access the same LINE account from another device using the same email address/phone number, your LINE account will be automatically deleted from the previous device.

If you wish to use LINE on your PC, you can access the same LINE account as the one on your smartphone by using the PC version of LINE.
To access the PC version of LINE, please register your email address first from the smartphone version of LINE as follows:

▼How to register your email
1) Start LINE on your smartphone
2) Tap More on the main menu bar
3) Tap Settings
4) Tap Email Registration
5) Register your email address and password

After the registration is complete, please access download the client software for the PC version of LINE from the following link and login:

▼PC version of LINE
http://line.me/en/download

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How do I make voice calls? toggle

For Windows Phone versions 8.0 and up
In order to use the voice call feature, both users will need to be on each other’s friends lists. There are 3 ways to make voice calls:

 

Call from the friends list
1. Tap a friend from the friends list and a pop-up will be shown.
2. Tap Free Call to dial. The connection is made once the other user presses Answer.

 

Call from the Chats page
1. A pop-up will be shown when you press the friend's icon on the Chats page.
2. Tap Free Call to dial. The connection is made once the other user presses Answer.

 

Call from a group
1. A pop-up will be shown when you tap the user you wish to call from the list of members.
2. Tap Free Call to dial. The connection is made once the other user presses Answer.

 

As with any other apps, data communication fees may be charged when using a 3G network. We recommend that users use a fixed rate mobile price plan. Please try again in a Wi-Fi environment if the sound quality of the voice call is poor.

 

For Windows Phone versions earlier than 8.0
We are happy to say that you can use the voice call feature from the PC version of LINE. To use this feature on the PC version of LINE, you will need to register an email to LINE on your smartphone first by performing Email Registration.

 

For further details on how to do this, please see this help page. Once you have completed the email registration process, please download the PC version of LINE from the following link.

 

LINE for PCs
http://line.me/en/download

 

Once you have downloaded and installed the PC version of LINE, simply enter the email and password you registered to log in. Please understand that we cannot provide any guarantee that LINE will work properly outside of the environments we recommend.

 

For further details on how to use the voice call feature on the PC version of LINE, please see this help page.

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I registered an invalid email address. What should I do? toggle
Please do the following to unregister your email address.

1. Tap More on the main menu bar (or "..." at the top right for Windows Phone users).
2. Tap Settings.
3. Tap Accounts.
4. Tap Change Your Email or Email Account Registration.
5. Tap Cancel Registration.
6. Enter your password and tap OK.
7. Tap Cancel Registration or OK.

Once you see the pop-up message informing you of the cancellation, your email registration has been cancelled.

If you have forgotten your password:
Tap Change Your Password and tap "Forgot your password?" below the OK button. This will send a temporary password to your inbox.

If you are unable to receive the temporary password, please refer to the following page for more help.

If you have forgotten your password and registered an invalid email address:
Please visit this help page inside the LINE app on your smartphone, fill in your details in the Problem Report Form, and send us an inquiry.

To get to the help page inside the LINE app, tap More on the main menu bar, followed by Settings, then Help. For Windows Phone users, tap "..." at the top right of the main screen, followed by Settings, then Help.

We can only reply to inquiries sent to us using the steps above. Thank you for your kind understanding and cooperation.

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Using LINE for PC toggle
To use LINE for PC, you need to register an email address on the smartphone version of LINE. See here for the steps to register an email address.

After registering an email address, download LINE for PC here.

Once you've downloaded LINE for PC, try logging in using the email address and password you registered on the smartphone version of LINE.

If you can't use LINE on your smartphone, you can sign up for a new account on LINE for PC. For more information, see this Help article.

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What does the gray exclamation mark in the chat window mean? toggle
A gray exclamation mark right next to a message or picture indicates that the item was not delivered successfully. Please try sending the item again later when the network becomes stable.

To resend a failed message, please do the the following:
1. Tap the exclamation mark.
2. Tap Resend.

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I received a login notification but don't remember logging in toggle

Whenever you log in to the PC/iPad version of LINE or LINE STORE, you'll receive a login notification message. If you received a notification but do not remember logging in, we recommend doing the following to strengthen your security.

 

• Disable login from other devices

If you turn off the Allow Login setting, no one will be able to login to your account from the PC or iPad version of LINE. Also, by turning this setting off, any other device logged in to your account will be automatically logged out.

 

To change the settings:

1. Tap "..." > Settings > Accounts.

2. Turn Allow Login OFF.

 

• Change your password

For the steps to change your password, see here.

If you received a message saying you logged in to a smartphone, see here.

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I forgot my password toggle
If you forgot your password, you can reset it. Please follow the steps below that match your situation.

If you can use the app
Follow the steps below to have a password reset email sent to you:

1. Tap "..." > Settings.
2. Tap Accounts > Email registration.
3. Tap your registered email address.
Note: For Windows 10 Mobile, tap Change Your Email.
4. Tap Forgot your password? > OK.

If you will transfer your account
If you can't remember your password when trying to log in (by selecting Log in) after changing devices or uninstalling the app, follow the steps below to request a password reset email:

1. Tap LINE User Login.
2. Tap Forgot your password?.
3. Enter the email address registered to the account you want to transfer.
4. Tap OK.

The email will be sent to the email address registered to your account. If you don't receive the password reset email, please see here.

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Carrying over an account toggle
If you have registered an email address, you can carry over your account and continue using it after changing or reformatting your device.
Note: Windows Phones cannot use Facebook verification to carry over an account.

For more information on how to carry over an account and what data can be transferred, please see the following Help articles:

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The Basics

If you are having problems please see this section:

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