LINE Help Center

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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If you can't add friends, refer to the section below based on your situation.

Useful info

If there are issues with the name of a friend or group, try the suggestions in The names of friends/groups appear as "Empty chat," "No members," or "Unknown".

"An unknown error occurred." appears

Your LINE account may have been suspended for a certain period of time due to violating our Terms and Conditions of Use. Please try adding a friend again after waiting one or two days.

You can check the main types of activity that constitute violations by referring to Standards regarding posts on LINE on the LINE Safety Center website.

A friend can't be added using ID/phone number search

Note: The phone number search feature is only available for LINE accounts created with LINE versions earlier than 13.11.0 if you're using LINE outside of Hong Kong, Japan, Korea, Taiwan, or Thailand.

Be advised

If you're unable to add a friend via ID or phone number search, please try adding them using a QR code, a link to add a friend, or through a group member.

If a friend can't be added via ID or phone number search, it's possible that those settings were turned off, or the search feature is restricted on you or your friend's account.

Unable to search for IDs/phone numbers due to each other's settings:
Note: Please follow the steps below on your main device (typically your smartphone).

Your friend can't find you using ID/phone number search

If your friend can't find you via ID or phone number search, you need to turn on the Allow others to add me by ID or Allow others to add me settings.

To allow ID searches:
1. Open LINE on the main device your account is registered to.
2. Tap the Home tab >

> Profile.
3. Turn ON Allow others to add me by ID.

To allow phone number searches:
1. Open LINE on the main device your account is registered to.
2. Tap the Home tab > Settings

> Friends.
3. Turn ON Allow others to add me.

You can't find your friend using ID/phone number search

If you can't find your friend via ID or phone number search, your friend needs to turn on the Allow others to add me by ID or Allow others to add me settings.

To use ID search, your friend needs to turn on the Allow others to add me by ID setting. Please ask them to have this setting turned on.

To use phone number search, your friend needs to turn on the Allow others to add me setting. Please ask them to have this setting turned on.
Note: The phone number search feature is only available for LINE accounts created with LINE versions earlier than 13.11.0 if you're using LINE outside of Hong Kong, Japan, Korea, Taiwan, or Thailand.

The search feature has been restricted:
The search feature may be temporarily restricted for the following reasons.
Note: For security reasons, we cannot provide details such as how long the restrictions will last.

• You exceeded the number of searches that can be made.
• You searched for the wrong LINE ID or phone number too many times in a row.
Note: The phone number search feature is only available for LINE accounts created with LINE versions earlier than 13.11.0 if you're using LINE outside of Hong Kong, Japan, Korea, Taiwan, or Thailand.

I have Auto-add friends turned on, but my contacts weren't added

If you have Auto-add friends turned on, but a contact wasn't added to your friend list on LINE, both you and your contact need to check the settings.

Your contact's LINE account settings
A contact cannot be automatically added if:
• They turned off the Allow others to add me setting on LINE from their main device.
Note: Check to see if they appear in your Friend recommendations.
• They don't have a phone number registered to their LINE account.
Note: This only applies to accounts created with LINE versions earlier than 13.11.0 if they're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

Your LINE account settings
The contact might have been added to your hidden or blocked accounts list.

To check:

Useful info

For information about the difference between main and sub devices, see Using the same LINE account on more than one device.

On your main device (typically your smartphone)

1. Go to the Home tab and tap Settings

.
2. Tap Friends.
3. Tap Hidden accounts or Blocked accounts.

On your sub device (typically your tablet)

iPad

1. Tap Settings.
2. Tap Friends.
3. Tap Hidden accounts or Blocked accounts.

Android

1. From the Home tab, tap Settings

.
2. Tap Friends.
3. Tap Hidden accounts or Blocked accounts.

If your contact is in any of these lists, tap Edit or select the contact and tap Unhide or Unblock.
Note: You won't be able to check your contact's account if it was deleted from the Hidden or Blocked accounts list.

If your contact is still not automatically added to your friend list after checking everything above, see the Help articles under How friends work on LINE and add them manually.

I can't add friends via QR codes

Generate a new QR code if the current one cannot be scanned or if "User not found" is displayed after scanning.

To regenerate your QR code:
1. Tap scan icon

on the right side of the search bar.
Note: The search bar appears at the top of the Home and Chats tabs.
2. Tap My QR code.
3. Tap Regenerate > OK or Confirm.

If you're still unable to add friends via QR code after following the above steps, please try a different method.

A message appears saying the LINE account I'm trying to add can't accept any more friends

There are limits to the number of accounts you can add as friends and the number of accounts that you can add you.

If the above error message appears, you will not be able to add the account in question as a friend.

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If you are having issues with LINE notifications (e.g. not receiving them, only arriving when LINE is open), there may be multiple causes.

This Help article contains all the notifications-related solutions. The issue you're having may be resolved by checking and configuring the settings detailed below.

Be advised

Before checking and configuring your notification settings, please review the following.

• It's possible that the issue you're having with notifications is being caused by your device.
• If you contact us via the Inquiry Form, the support we provide will be the same as what's in this Help article.

Useful info

If someone sent you a message using the Silent messaging feature, you won't receive a notification. There is no way to tell on LINE if someone is using the Silent messaging feature or not.

If the issue remains after configuring the settings under the Notification settings and Solutions to common notification issues sections, please perform the actions under the Issues remain after trying all of the settings section in that order.
Note: The settings displayed may differ depending on your device.

Notification settings:
Turning LINE notifications ON

iOS users

1. Tap your device's Settings > Notifications.
2. Tap LINE in your list of apps.
3. Turn ON Allow Notifications.
4. Scroll down and tap LINE Notification Settings.
5. Turn Notifications ON.

Android users

1. In the LINE app, tap the Home tab >

> Notifications.
Note: Tap here to go to Settings from your smartphone.
2. Tap Notifications at the top of the screen.
3. Tap Notification settings.
4. Tap All LINE notifications.
5. Tap Message notifications.
6. Tap Show notifications.

Turn notifications ON for each chat
If speaker icon with a line through it appears next to a chat's name, it means notifications are turned off.

To turn notifications ON:
1. Tap menu icon at the top of a chat.
2. Tap Unmute.

Unmute notifications
1. In the LINE app, tap the Home tab > > Notifications.
Note: Tap here to go to Settings from your smartphone.
2. Tap Mute.
3. Tap Off or Unmute.

Configure notifications on LINE for PC
If you're using LINE for PC, please check the following setting. If you only use LINE on your smartphone, you don't need to do this.

1. Click menu icon at the bottom left of LINE for PC.
2. Click Settings > Notifications.
3. Click Turn off mobile notifications when logged in to the desktop version to uncheck it.

Note: Notifications will resume while Lock mode on LINE for PC is turned on or after three minutes of inactivity.

Solutions to common notification issues:
If you're experiencing the issues below after you finish configuring all the notification settings, review the settings that can be configured on your smartphone. Confirm which of the following issues you're having, then read the corresponding troubleshooting tips.

Issues

- I'm not receiving notifications unless the LINE app is open

- My phone doesn't ring when receiving notifications or voice calls

- A notification badge doesn't appear on the LINE app icon

I'm not receiving notifications unless the LINE app is open
If you're not receiving notifications even after configuring your notification settings, or only when LINE is open, you may be able to receive notifications by reviewing your device's settings (e.g. Low Power/Do Not Disturb mode, Background data).

Be advised

Avoid force closing the LINE app on iOS or Android as doing so may cause notifications to be delayed or not arrive.

iOS users

• Low Data Mode
1. Tap your device's Settings > Cellular.
2. Tap Cellular Data Options > Data Mode.
3. Select Standard.

• Disable Low Power Mode
1. Tap your device’s Settings > Battery.
2. Turn OFF Low Power Mode.

• Turn OFF Focus/Do Not Disturb mode
Please see Turn on or schedule a Focus on iPhone.

Android users

• Turn OFF Battery Saver and Adaptive Battery
1. Tap your device’s Settings > Battery.
2. Tap Battery Saver and turn OFF Use Battery Saver.
3. Tap the back arrow to return to the previous screen, then tap Adaptive preferences and turn OFF Adaptive Battery.

• Turn OFF Data Saver
1. Tap your device's Settings > Network & internet.
2. Turn OFF Use Data Saver.

• Turn OFF battery optimization
1. Tap your device's Settings > Apps > LINE.
2. Tap Battery > Unrestricted.

• Turn ON Background data
1. Tap your device's Settings > Apps > LINE.
2. Tap Mobile data & Wi-Fi.
3. Turn ON Background data and Unrestricted data usage.

My phone doesn't ring when receiving notifications or voice calls

iOS users

• Turn OFF Silent mode on your device

• Turn ON Sounds
1. Tap your device's Settings > Notifications.
2. Tap LINE in your list of apps.
3. Turn ON Sounds.

• Change your notification sound
1. In the LINE app, tap the Home tab >

> Notifications.
Note: Tap here to go to Settings from your smartphone.
2. Tap Sound.
3. Choose your desired sound.

If you have issues with the ringtone for voice calls, and only missed calls are shown in chats, please also check the following setting.

• Switch Integrated calling on your iPhone OFF then ON
1. In the LINE app, tap Home >

> Calls and turn Integrated calling OFF.
Note: Tap here to go to Settings from your smartphone.
2. Turn this setting back ON after confirming that incoming call notifications appear when it's turned off.

Android users

• Turn OFF Do Not Disturb
1. Tap your device's Settings > Notifications.
2. Tap Do Not Disturb > TURN OFF NOW.

• Set your ringtone to ring
1. Tap your device's Settings > Notifications.
2. Tap App settings > LINE.
3. Tap Message notifications > Default.

• Change your device to sound mode
1. Press the volume button on the side of your smartphone.
2. Select the bell icon (the icon without a diagonal line going through it) at the top of the volume adjustment bar.

• Change your notification sound
1. In the LINE app, tap the Home tab >

> Notifications.
Note: Tap here to go to Settings from your smartphone.
2. Tap Message notifications > Sound.
3. Choose your desired sound.

A notification badge doesn't appear on the LINE app icon

iOS users

Turn ON Badges
1. Tap your device's Settings > Notifications.
2. Tap LINE in your list of apps.
3. Turn Badges ON.

Android users

If you changed the launcher (the app that lets you customize your home screen), change it back to the one that was set when you purchased your device.

Some launchers won't display notification badges even with the settings below. For this reason, please see if the badges appear by changing to the original launcher.

• Show dots for all apps
1. Tap your device's Settings > Notifications.
2. Turn ON Notification dot on app icon.

• Show the dot for the LINE app
1. Tap your device's Settings > Notifications.
2. Tap App settings.
3. Tap LINE.
4. Tap Allow notification dot.

Issues remain after trying all of the settings:

If the issue persists even after you've tried everything above, please try the following actions.

• Update your OS to the latest version.
• Update LINE to the latest version.
• Restart your device.
• Delete unnecessary data from your smartphone (or SD card or other storage).
• Turn your 4G/5G/Wi-Fi off and on again.
• Refer to the section based on your OS below and reinstall the LINE app.

iOS users

1. Back up your chat history.
2. Delete the LINE app and then reinstall it from the App Store.
3. Transfer your LINE account.
4. When the screen to restore your chat history appears, tap Restore chat history.

Android users

1. Back up your chat history.
2. Delete the LINE app and then reinstall it from the Google Play Store.
3. Transfer your LINE account.
4. When the screen to restore your chat history appears, tap Restore chat history.

Be advised

- If the issue persists after you've tried and confirmed everything above, it's possible that it is being caused by your device.
- Please contact your mobile service provider or device manufacturer for device-dependent issues.
- Try updating LINE and your OS to the latest versions when they become available.
- Please understand that if you contact us via the Inquiry Form, the support we provide will be the same as what's in this Help article.

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Letter Sealing is an encryption technology that prevents any non-members of a chat on LINE, including us, from seeing the contents of its messages.

Topics covered
- About Letter Sealing
- Information Letter Sealing is applied to
- Confirming if Letter Sealing is enabled
- Verifying your identity on secondary devices

About Letter Sealing:
Letter Sealing uses a technology called end-to-end encryption.

End-to-end encryption is a communication method that makes it so that only the sender and receiver of a message can decrypt its content. Message content is saved in an encrypted state on the server, as well. When both the sender and receiver of a message have Letter Sealing turned on, the message can be sent and received with greater security using this feature.

Letter Sealing is currently turned on by default so users can exchange messages in chats more securely and safely.

Information Letter Sealing is applied to:
Letter Sealing encrypts the following information sent as messages.

• Text messages (not including messages sent through other services like YouTube)
• Location information
• Photos/Videos/Voice messages
• Files
• Voice/video calls in 1-on-1 chats

While client-server transport layer encryption is applied, Letter Sealing isn't applied to the following.

• Voice/video calls in group chats
• Meetings
• Albums
• Notes

Be advised

- Photos, videos, voice messages, and files may not be encrypted depending on your version of LINE and specifications.
- There is no option for disabling Letter Sealing as it is a means of enhancing security and protection on LINE.
- After transferring your LINE account, Letter Sealing may prevent you from viewing messages sent and received in the past. In this case, refer to "This message can't be displayed" appears and I can't see chat messages.

Confirming if Letter Sealing is enabled:
To verify whether Letter Sealing is enabled, follow the steps below and if key fingerprints are visible, it indicates that the feature is active.

Useful info

Key fingerprints are unique encryption keys that Letter Sealing gives to each user so they can send messages to one another safely and securely. The actual keys are kept secret and will not appear in LINE chats. If the key fingerprints you and your friend see match, it means your messages are securely encrypted.

1. Tap

at the top of the chat.
2. Tap This chat is protected with Letter Sealing at the bottom of the screen.
Note:
- This won't appear if Letter Sealing is turned off. To enable it, open the LINE app on your main device, tap the Home tab >

> Privacy > and turn ON Letter Sealing.
- Tap here to go to Settings from your main device.
3. Compare the key fingerprints on your device and your friend's device.
Note: To compare key fingerprints with your friend, we recommend meeting face-to-face or using a form of communication you trust.

Verifying your identity on secondary devices:
If you use LINE on a secondary device after turning on Letter Sealing, you'll be required to verify your identity the first time you send a message by entering a verification code on LINE on your main device.

If you do not see the verification code entry screen on LINE on your main device, verify your identity again with the steps below.
Note: To send messages with LINE on your secondary device with Letter Sealing turned on in LINE on your main device, you need to verify your identity.

1. Restart LINE on your main device.
2. Log in to LINE on your secondary device.
3. Open a chat from Chats

on the main menu.
4. Select Verify my identity and get a verification code.
5. Enter the verification code shown on your secondary device on the identity verification screen that appears in LINE on your main device.

See also:
"This message can't be displayed" appears and I can't see chat messages
Privacy protections for your registered information and chats

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Important: OpenChat is only available in Japan, Taiwan, and Thailand.

If you're suddenly unable to use OpenChat, refer to the following information based on the status of your LINE account.

Topics covered

- A message saying "Your account has been suspended" due to a terms of service or policy violation appears

- I'm unable to send messages in all OpenChats

- I'm unable to send messages in some OpenChats

A message saying "Your account has been suspended" due to a terms of service or policy violation appears:
If you see a message similar to the one above, it indicates that your account has been temporarily suspended.

Be advised

We do not accept requests to lift account suspensions through the Inquiry Form if you see the above message. Please understand that if you contact us regarding this matter, the support we provide will be the same as what's in this Help article.

The temporary suspension period is between 24 hours and seven days. You can use OpenChat again once the suspension period is over.
Note: You may be restricted for longer depending on the nature of the violation.

I'm unable to send messages in all OpenChats:
If you're suddenly unable to send messages, create notes, or new OpenChat groups, it's possible that your use of LINE may have been suspended for violating (or being suspected of violating) our Terms of Use or OpenChat's specific guidelines.

Below are the main types of activity taken from our standards that constitute violations of our Terms of Use. Confirm whether you have engaged in any of the activities and refrain from engaging in similar conduct in the future.
Note: For more details, see the LY Corporation Common Terms of Use.

• Continually inviting or soliciting others to meet in person, or engaging in any acts related to the exchange of personal information (e.g. phone number, address, LINE ID).
• Planning or inviting minors to inappropriate meetings or gatherings.
• Posting content that is generally considered unacceptable, such as defamatory content, abusive language, or any other obscene expressions.
• Engaging in acts that infringe on copyrights, likeness rights, or privacy rights.
• Engaging in any unlawful acts, such as the illegal trading of banned substances, stocks, etc.
• Engaging in acts deemed to be spamming, such as sending multiple stickers or posts in a row over a short period of time.
• Problematic activity, such as repeatedly leaving and re-entering an OpenChat or posting unrelated content/inappropriate language multiple times in a row.

The temporary suspension period is between 24 hours and seven days. You can use OpenChat again once the suspension period is over.
Note: You may be restricted for longer depending on the nature of the violation.

Be advised

Our response may be the same as this Help article if you still decide to contact us via the Inquiry Form regarding the activity that violated our Terms of Use.

I'm unable to send messages in some OpenChats:
If you're unable to send messages in some OpenChats, try the solutions in the following Help article.

General solutions for issues with LINE

If you're still unable to resolve the issue after trying the solutions in the Help article above, and you don't remember doing anything that could have violated our guidelines, please contact us via the Inquiry Form.

Confirm the following before contacting us

There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.

Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.

Did you read the important points above?

No

Please confirm the following important points before contacting us.

Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.

Yes

Please contact us via this Inquiry Form.

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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 search box

at the top of the screen.

Inquiry Form
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.

Important points when contacting us:

There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.

- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.

Did you read the important points above?

No

Please confirm the following important points before contacting us.

Important points when contacting us:

- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.

Yes

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

See also:
Information on transferring LINE accounts and resolving transfer issues
I suddenly became unable to use a feature
Note: The OpenChat feature is only available in Japan, Taiwan, and Thailand.
My LINE account was or may have been stolen

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Updated: August 22, 2024

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.

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 cancelled 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 cancelling 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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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.

You can only use this feature on your main device (typically your smartphone) with the latest version of LINE installed. (Update the LINE app to the latest version.)

If the following screen saying "You've been logged out of your account" suddenly appeared, it may be for one of the following reasons.

「You've been logged out of your account screen

Reasons:
• You haven't registered your currently contracted phone number to LINE
• You entered and verified the same phone number with LINE on another device
• Someone else entered your information (e.g. verification code, phone number, password, account transfer code) on another device

You haven't registered your currently contracted phone number to LINE:
If the phone number you registered to LINE isn't the same as your current phone number (e.g. you canceled your previous phone number and got a new one) you may suddenly be logged out of LINE.

Once a certain amount of time passes after canceling your phone number, someone else can receive a contract for it and use it.

With LINE, the same phone number cannot be registered to multiple LINE accounts. If the new owner of the phone number registers it to LINE, the LINE account previously registered with that number becomes unavailable.

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

The other person cannot steal your account or access your LINE data (such as your friends or chat history).

To prevent the same situation from occurring in the future, be sure to register your latest phone number to LINE if it changes.

As there is no way to transfer your previous LINE account, we ask that you create a new LINE account with your current phone number.

Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. If you'd like us to look into your paid items, please contact us via the Inquiry Form.

The following data can be transferred:
- Stickers, themes, and emoji (including those received as gifts)
- Your purchase history of paid items, along with your Coin and LINE Point balances
- Your Credit balance added on LINE STORE

Contacting us via the Inquiry Form

Be advised

There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.

- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.

Did you read the important points above?

No

Please confirm the following important points before contacting us.

Be advised

- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation or screenshots, make sure that you provide complete and accurate information relevant to your situation.

Yes

Please contact us via this Inquiry Form.

You entered and verified the same phone number with LINE on another device:
The same phone number being registered to (verified with) more than one LINE account is causing the issue. With LINE, you can only register (verify) one LINE account with one mobile phone number. If you register (verify) a different LINE account using a phone number that is already registered to another LINE account, your previous LINE account will be automatically deleted.

Since there is no way to transfer your previous account, please continue using the account you currently have access to, or create a new one.

Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. If you'd like us to look into your paid items, please contact us via the Inquiry Form.

The following data can be transferred:
- Stickers, themes, and emoji (including those received as gifts)
- Your purchase history of paid items, along with your Coin and LINE Point balances
- Your Credit balance added on LINE STORE

Contacting us via the Inquiry Form

Be advised

There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.

- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation or screenshots, make sure that you provide complete and accurate information relevant to your situation.

Did you read the important points above?

No

Please confirm the following important points before contacting us.

Be advised

- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation or screenshots, make sure that you provide complete and accurate information relevant to your situation.

Yes

Please contact us via this Inquiry Form.

Someone else entered your information (e.g. verification code, phone number, password, account transfer code) on another device:
If you don't think the scenarios above apply to your situation, it's possible someone else used your information and performed an unauthorized login on/stole your LINE account.

Please check the following flowchart and choose the options that match your situation. For details about the number shown for your result, see the table below the flowchart.

Third-party login flowchart

No.	Details
	If you linked an Apple ID/Google account to the LINE account you used, you can log in to the account again. To do so: 1. Tap Re-login. 2. Tap Continue with Apple/Continue with Google. 3. Tap Continue with Apple/Continue with Google and log in by following the on-screen information. 4. Make sure the "Log in as XXXX" screen appears for your account, then tap Log in.
	You can transfer your LINE account with your phone number in the following situations. • If you remember the password you registered to your account • If you've registered an email address to your account
	If you're using the same phone number registered to the LINE account you used and know your password, you can log in to the account again. To do so: 1. Tap Re-login. 2. Tap 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 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. - If you can't receive text messages, try the Call me instead option. 5. Enter your password and tap .
	If you're using a different phone number than the one registered to the LINE account you used, remember your password for the account, and registered an email address to it, you can log in to the account again. To do so: 1. Tap Re-login. 2. Tap 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 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. - If you can't receive text messages, try the Call me instead option. 5. On the "Phone number not found" screen, tap Log in with email. 6. Enter your email address and tap . 7. Enter your password and tap .
	If you already deleted your LINE account by tapping Delete or there is no verification method to log back in to the LINE account you previously used, please create a new LINE account. Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. Also, if the deleted LINE account was used without authorization, we will look into the matter. For more information, see the "Contacting us" section below.

Contacting us:
If you were unable to log in again and tapped Delete, please send us the details via the Inquiry Form so we can look into the matter.

We will only look into the matter in the following two cases.

- If the account you tapped Delete on was used without authorization, we will definitely look into it.
- If there were paid items left on the account you tapped Delete on, we will look into it only if you want us to.

The following data can be transferred:
- Stickers, themes, and emoji (including those received as gifts)
- Your purchase history of paid items, along with your Coin and LINE Point balances
- Your Credit balance added on LINE STORE

Contacting us via the Inquiry Form

Be advised

There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.

- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- If one of your family members or friends has their LINE account stolen, please report it.
- For questions that require you to fill in certain information or details about a situation or screenshots, make sure that you provide complete and accurate information relevant to your situation.

Did you read the important points above?

No

Please confirm the following important points before contacting us.

Be advised

- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- If one of your family members or friends has their LINE account stolen, please report it.
- For questions that require you to fill in certain information or details about a situation or screenshots, make sure that you provide complete and accurate information relevant to your situation.

Yes

Please contact us via this Inquiry Form.

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You can use this feature on your main device (typically your smartphone).

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.

Be advised

Check if your current phone number can receive text messages. You will not receive the text message if the wrong phone number was entered. Check if your phone number was entered correctly.

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, it may be because of your spam filter settings or blocking settings for text messages. For details on how to receive text messages, please consult the customer support resources provided by your device manufacturer or mobile service provider.

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You can only use this feature on your main device (typically your smartphone).

Important: This option is only available when you're continuing to use the same phone number with a LINE account created on a version of LINE earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

Useful info

If an issue occurs when transferring your LINE account with a phone number, see Information on transferring LINE accounts and resolving transfer issues.

If you're transferring your LINE account with a different phone number, see Transferring your LINE account with a different phone number.

To transfer your LINE account using a phone number, make preparations to transfer it, then follow the steps below.

To transfer your LINE account with a phone number:
1. Open LINE on your new main device and tap Log in.
Note: If you're using an Android device, tap Main device > OK.
2. Tap Log in with another method > Log in with phone number > Continue.
3. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap

> 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.
- 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.
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.
6. Enter your password and tap

.
Note: If you forgot your password, see [When transferring your LINE account] If you forgot your password.
7. On the ”Did you back up your chat history?” screen, tap Continue.
Note: Tapping Continue will make your LINE account inaccessible on your old device.
8. For Android users, choose your preferred account from Select your Google account, then tap OK.
9. Tap Restore chat history.
10. Enter your backup PIN.
Note:
- The backup PIN entry screen will appear if you have a backup PIN set on your old device.
- See About the backup PIN to set one up.
11. On the "Your chat history is being restored" screen, tap Continue.
12. Choose whether to add friends from your device's contacts, then tap

.
13. For users in Japan, choose whether to verify your age.
Note: The age verification screen will appear if you have not verified your age.
14. Confirm the "Regarding Usage of Your Information" consent screen.
Note: In some cases, this screen won't appear.

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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 to create a LINE account. If you don't have a device that can receive text messages, you can verify your phone number with the Call me instead option if your device supports voice calls.
Note:
- Even if your device can receive text messages, you will not be able to use virtual phone numbers or phone numbers that start with 050.
- 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.

Attention

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

Attention

- 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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You need to transfer your LINE account in order to continue using LINE with the same one when you change your smartphone or restore it to its factory settings.

If you do not transfer your LINE account, all data including your friends, groups, chat history, and purchase history will be lost.

You will need to transfer your LINE account if:
• You purchased a new smartphone.
• You restored your smartphone to factory settings or changed it because the previous one was lost or broken.
• You reinstalled LINE.

Please see the information below that matches your current situation.

I want to know more about preparations for transferring LINE accounts

If you can still use your LINE account on your old device, you can prepare to transfer it. See the following Help article for details.

Preparing to transfer your LINE account

Making preparations beforehand ensures that the account transfer process goes smoothly and allows you to restore the chat history you had before transferring your account.

If you can't use your LINE account on your old device, you will not be able to prepare to transfer it. In any case, we recommend preparing regularly for unexpected situations such as loss, damage, changing smartphone models, or restoring your device to factory settings.

I want to know more about the methods for transferring LINE accounts

The method for transferring your LINE account will differ depending on whether you can currently use the account on your smartphone.

Follow the flowchart below, then refer to the corresponding number in the table beneath it for further details.

Be advised

Transferring your LINE account with a phone number is only available when you're continuing to use the same phone number with a LINE account created on a version of LINE earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

Methods for transferring LINE accounts flowchart

No.	Details
	If you have your previous and new device and you can use LINE (e.g. send chat messages) on your previous device, you can transfer your LINE account with an easy transfer QR code. See Transferring your account with an easy transfer QR code and transfer your LINE account.
	If you are transferring your LINE account using the same phone number as the one you registered previously, but you cannot use LINE (e.g. send chat messages) on your previous device or you no longer have your previous device, see Transferring your LINE account with a phone number.
	If you are transferring your LINE account with a different phone number, see Transferring your LINE account with a different phone number.
	If you are transferring your LINE account with an Apple ID/Google account, see Transferring your LINE account with your Apple ID/Google account.
	We're sorry to say that in your situation, there is no way to transfer your LINE account. In this case, please create a new LINE account. Be advised Even if you contact us via the Inquiry Form, our response will be the same as this Help article.

I'm having issues when transferring my LINE account

Follow the flowchart below, then refer to the corresponding number in the table beneath it for further details.

Be advised

Transferring your LINE account with a phone number is only available when you're continuing to use the same phone number with a LINE account created on a version of LINE earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

Resolving transfer issues with LINE accounts flowchart

No.	Details
	If you're having issues transferring your LINE account with an easy transfer QR code, see I'm having issues with easy transfer QR codes.
	If you have your previous device and can use LINE (you can chat and use other features), we recommend using an easy transfer QR code to transfer your LINE account. Simply scan the QR code that appears on your previous device with your new device, then follow the instructions to finish transferring your account. Also, the last 14 days of your chat history will be restored even if you haven't backed up your chat history or are transferring your account to a different OS. Useful info If you see the "How to finish transferring your account" screen, the steps will differ depending on whether or not you can use LINE on a device you have. For details, see The "How to finish transferring your account" screen appeared.
	An error may have occurred because the Apple ID or Google account you entered is different from the one registered to your LINE account. First, try logging in with another Apple ID/Google account. If you're unable to log in with the information of another account, try logging in with your phone number. If you're unable to log in with a phone number or an Apple ID/Google account, you won't be able to transfer your LINE account. In this case, please sign up for a new LINE account. Be advised Even if you contact us via the Inquiry Form, our response will be the same as this Help article.
	If you see an error message while transferring your LINE account, see I get an error when signing up/transferring my account.
	If the phone number you verified is registered to a LINE account belonging to the previous owner, it is possible that the display name associated with that account appeared on your screen. For more details, see I verified my phone number, but I see someone else's name.
	If you're having issues on the "Enter verification code" screen, please see I'm not receiving the verification code text message with the phone number I entered.
	If you cannot use LINE on your old smartphone or you don't have the device and saw the "How to finish transferring your account" screen, try the corresponding account transfer method available in your situation.
	If you have an email address registered to LINE that you can receive emails with, see I'm not receiving the password reset or email address registration completion email.
	If you've linked an Apple ID or Google account to LINE, tap either Continue with Apple or Continue with Google on the account transfer method selection screen to begin transferring your LINE account. Transferring your LINE account with your Apple ID/Google account If you can't log in to your LINE account with your linked Apple ID or Google account, please check the details in No. 3.
	The information below applies in the following conditions. • You're no longer able to use (receive emails with) the email address you registered to LINE. • You didn't link an Apple ID or Google account to your LINE account. If you still can't verify your account after trying the password you think was registered to it, we're sorry to say that in this situation, there is no way to transfer your account. In this case, please sign up for a new LINE account. To prevent the same situation from occurring in the future when transferring your account, be sure to check your registered information regularly. Note: Please understand that if you send us an inquiry, the support we provide will be the same as the above information.

I'm having issues after transferring my LINE account

My chat history didn't get transferred
My friends or groups disappeared
My stickers, themes, or Coins disappeared

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You can use this feature on your main device (primarily a smartphone).

Be advised

The in-app links in steps can only be accessed on your main device.

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. Open LINE on the main device your account is registered to.
2. From the Home tab, tap

> Chat history backup under Backup and transfer.
Note: Tap here to go to Settings from your main device.
3. 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 and back up chat history.
4. 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.

You can use cellular data when you do a manual backup, but you may need a Wi-Fi connection depending on your iCloud settings. Make sure you've enabled using iCloud with cellular data.

Automatically back up chats to iCloud Drive

1. Open LINE on the main device your account is registered to.
2. From the Home tab, tap

> Chat history backup under Backup and transfer.
Note: Tap here to go to Settings from your main device.
3. Tap Back up how often.
4. 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's screen is locked.
• Your device is plugged into an outlet.
• Your device is connected to a Wi-Fi network.
• The iOS Background App Refresh setting is turned on.
• LINE is running in the background.
Note: To check if LINE is running in the background, go to Settings in iOS > General > Background App Refresh, and make sure LINE is turned on.

Android users

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

Manually back up chats

1. Open LINE on the main device your account is registered to.
2. From the Home tab, tap

> Back up and restore chat history under Backup and transfer.
Note: Tap here to go to Settings from your main device.
3. 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 and back up chat history.
4. 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. Open LINE on the main device your account is registered to.
2. From the Home tab, tap

> Back up and restore chat history under Backup and transfer.
Note: Tap here to go to Settings from your main device.
3. Tap Back up how often and turn Enable auto-backup ON.
4. 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 details, see Issues with backing up or restoring your chat history.

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Be advised

The in-app links in steps can only be accessed on your main device.

Topics covered
- About your password
- About your email address
- [On the device you can access LINE on] Registering/changing/checking your email address
- [On the device you can access LINE on] Changing your password
- [When transferring your LINE account] If you forgot your password
- [When transferring your LINE account] If you can't proceed because a message saying a registered email address is required appears

About your password:
You are required to enter your password when:
• You're transferring your LINE account (only with some methods).
• You're logging in to LINE on a device other than the smartphone version of LINE (e.g. iPad, PC).
• You're logging in to the browser version of a LINE service (e.g. LINE STORE).

Registering or changing your password:
When you create a LINE account, you will be asked to register a password.

To check the password registration status for your current LINE account:
1. From your main device, go to the Home tab.
2. Tap

> Account.
Note:Tap here to go to your Account settings from your main device.

If a password has not been registered, please register one.

If you want to change your password, see [On the device you can access LINE on] Changing your password. If you forgot your password when transferring your account, see [When transferring your LINE account] If you forgot your password.

If you forgot your registered password:
For security reasons, there is no way to check your registered password. In this case, please change your password.
Note:
- If you don't have a device you can access LINE on, you need the email address that was registered to your LINE account in advance in order to change your password.
- If you don't have a device you can access LINE on and also didn't register an email address in advance, you'll be unable to change your password.

About your email address:
You are required to enter your email address when:
• You're transferring your LINE account (only with some methods).
• You're logging in to LINE on a device other than the smartphone version of LINE (e.g. iPad, PC).
• You're logging in to the browser version of a LINE service (e.g. LINE STORE).
• You don't have a device you can access LINE on and wish to change your password.

You can register an email address anytime, as long as you have a device you can access LINE on.

If you forgot your registered email address, you can check and change your registered email address anytime, as long as you have a device you can access LINE on.

If you're using a LINE account created on a smartphone on LINE for PC (Windows, Mac, Chrome), you can check your email address on those platforms by clicking menu icon

at the bottom of the main menu > Settings > Basic and it will appear next to Email.

[On the device you can access LINE on] Registering/changing/checking your email address:

Be advised

- You can only register, check, or change your email address when you have a device you can access LINE on.
- You cannot register or change your email address for 24 hours after transferring your LINE account for security reasons.

Registering an email address

1. Open LINE on the main device your account is registered to.
2. Tap the Home tab > Settings

> Account > Email address.
Note:Tap here to go to the Account screen from your smartphone.
3. Enter an email address, then tap Next.
4. Enter the verification code, or tap the URL in the email you receive > OK.
Note: If you can't register your email address, make sure you didn't enter any blank spaces.

If you don't receive the email to confirm your email address registration, see the following Help article.

I'm not receiving the password reset or email address registration completion email

Changing your registered email address

1. Open LINE on the main device your account is registered to.
2. Tap the Home tab > Settings

> Account.
Note:Tap here to go to the Account screen from your smartphone.
3. Tap Email address > Change your email.
Note: If you're asked to unlock the screen, use the unlock method you have configured on your device, such as your passcode, PIN code, or biometric authentication (e.g. fingerprint, face). Do not use the password registered to your LINE account.
4. Enter a new email address, then tap Next.
5. Enter the verification code or tap the URL in the email you receive.
Note:
- If you can't register your email address, make sure you didn't enter any blank spaces.
- If you've set a passcode, Touch ID, or Face ID on your device, you need to unlock it when you change your email address.

If you don't receive the email to confirm your email address registration, see the following Help article.

I'm not receiving the password reset or email address registration completion email

Checking your registered email address

1. Open LINE on the main device your account is registered to.
2. Tap the Home tab > Settings

> Account.
Note:Tap here to go to the Account screen from your smartphone.
3. Tap Email address.
4. Your email address will appear under Change your email.

[On the device you can access LINE on] Changing your password:

Be advised

- To ensure the security of your password, there is no way to check the one you registered.
- If you don't know your password, please change it.
- You cannot change your password for 24 hours after transferring your LINE account for security reasons.

If you have a device you can access LINE on, see the information below.

If you forgot your password when transferring your account, see [When transferring your LINE account] If you forgot your password.

1. Open LINE from the main device you can access LINE on.
2. Tap the Home tab > Settings

> Account.
Note:Tap here to go to the Account screen from your smartphone.
3. 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 biometric information (e.g. fingerprint, face). Do not use the password registered to your LINE account.
4. 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 (for more information, refer to Making a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols

[When transferring your LINE account] If you forgot your password:
If you forgot your password when transferring your account, see the information below that corresponds to your situation.

Be advised

To ensure the security of your password, there is no way to check the one you registered.

Useful info

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 Making a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols

If you still have the device you can access LINE on

Try transferring your account again after changing your password from the device you can access LINE on.

1. Open LINE on the main device your account is registered to.
2. Tap the Home tab > Settings

> Account > Password.
Note:Tap here to go to the Account screen from your smartphone.
3. Enter your new password twice, then tap Change 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 biometric information (e.g. fingerprint, face). Do not use the password registered to your LINE account.

If you don't have the device you can access LINE on

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.

You can change your password using the email address registered to your LINE account.

Be advised

- You will not be able to reset your password or transfer your LINE account if you didn't register an email address to it.
- If you've linked a Google account or Apple ID, transfer your LINE account by referring to scenario No. 9 in I'm having issues when transferring my LINE account.
- If you haven't linked a Google account or Apple ID, you will be unable to transfer your LINE account. Please create a new one.

Useful info

If you are using a LINE account created on a smartphone on LINE for PC (Windows, Mac, Chrome), you can check your email address on those platforms by clicking menu icon

at the bottom of the LINE main menu > Settings > Basic and it will appear next to Email.

1. Open LINE on your new main device and tap Log in.
Note: If you're using an Android device, tap Main device > OK.
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

> 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 OK or Send.
8. Check the email that was sent to the address you entered.
9. After checking the email, return to the LINE app, put a check next to "I have confirmed the password reset email," and tap Continue.
10. Create a password and tap

> OK.

Useful info

• For LINE version 14.8.0 or later
- If you stop in the middle of transferring your LINE account after resetting your password, you will need to reset it again.
- If you see a message saying "The email address you entered isn't registered to your LINE account" at step 7, tapping Forgot your email address? will let you check part of your registered email address. Please refer to the hint and try another email address you think is registered to the relevant account.

Useful info

• For versions of LINE earlier than 14.8.0
If you see a message saying ”Incorrect password entered. Please try again" 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 7 above.

[When transferring your LINE account] If you can't proceed because a message saying a registered email address is required appears:
When transferring your account, if a password is not registered or if you tap Forgot your password? and an email address is not registered, a pop-up message will prompt you to register an email address.

Please see the information below that corresponds to your situation.

If you still have the device you can access LINE on

From the device you can access LINE on, try transferring your account again after registering an email address and changing your password.

Be advised

To ensure the security of your password, there is no way to check the one you registered.

To register an email address:
1. From the device you can access LINE on, tap the Home tab > Settings

> Account > Email address.
Note:Tap here to go to the Account screen from your smartphone.
2. Enter an email address, then tap Next.
3. Enter the verification code, or tap the URL in the email you receive > OK.

To change your password:
1. On the same device, tap the Home tab > Settings

> Account > Password.
Note:Tap here to go to the Account screen from your smartphone.
2. Enter your new password twice, then tap Change password.

Useful info

- If you're asked to unlock the screen, use the unlock method you have configured on your device, such as your passcode or biometric information (e.g. fingerprint, face). Do not use the password registered to your LINE account.
- 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 Making a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols

After registering your email address and changing your password, try transferring your account again from the beginning by referring to the following Help articles.
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.

Transferring your LINE account with the same phone number
Transferring your LINE account with a different phone number

If you don't have the device you can access LINE on

The device you can use your LINE account on is needed to register, change, or check your email address. If you no longer have the device you can access LINE on, refer to the following sections.

If you've linked an Apple ID or Google account:
Transfer your LINE account by referring to scenario No. 9 in the following Help content.

I'm having issues when transferring my LINE account

If you haven't linked a Google account or Apple ID:
You will not be able to transfer your LINE account. In this case, please create a new LINE account.

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You can access LINE on multiple devices by using a main device along with sub devices.

Topics covered
- About main and sub devices
- Differences between a main and sub device
- Allowing logins on sub devices

About main and sub devices:
Main device
Your main device (typically your smartphone) is the device you used to create your LINE account. On your main device, you can manage your LINE account information, such as your phone number, email address, and password. To change your main device and use the same LINE account when you change devices, you need to transfer your LINE account.

Be advised

If you register a new account using a phone number, Apple ID, or Google Account that is already verified on another main device, your previous LINE account will be automatically deleted. Please understand that we cannot restore an account after it is deleted.

Sub device
When you use the same LINE account as your main device on other devices (typically PCs or tablets), those devices are referred to as sub devices. By logging into a sub device with the LINE account information you registered on your main device, you'll be able to use the same account on both devices.

Useful info

- Logging in to LINE for PC
- Logging in to LINE for iPad

List of devices that can be used as a main or sub device
Refer to the table below for devices that can be used as a main or sub device. For example, an iPhone can only be used as a main device, and cannot be used as a sub device.

		Main device	Sub device
Smartphone	iPhone	Yes	No
Smartphone	Android	Yes	Yes
Tablet	iPad	Yes	Yes
Tablet	Android	Yes	Yes
PC	Windows OS	No	Yes
	macOS	No	Yes
	Chrome browser	No	Yes

Differences between a main and sub device:
Some features are restricted when using LINE on a sub device but are available on your main device, including:
• Managing your LINE account information such as your phone number, email address, and password
• Transferring your LINE account
• Changing your Letter Sealing settings
• Backing up your chat history

• Purchasing paid items (e.g. stickers, emoji)

Allowing logins on sub devices:
To allow logins to LINE on sub devices, refer to the steps below.

1. On your main device, tap the Home tab >

> Account.
Note: Tap here to go to your Account settings from your main device.
2. Turn Allow login ON.

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You can only use this feature on your main device (typically your smartphone).

Be advised

Any links in steps directing to LINE in-app screens can only be opened on your main device.

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.

To change your phone number registered to LINE, follow the steps below.
Note: If you want to change your phone number to one from a different country, refer to Changing to/registering a number from a different country.

Be advised

- With LINE, you can only register/verify one LINE account with one mobile phone number. Please be aware that registering a phone number that was already registered to another LINE account may make the original LINE account associated with that phone number inaccessible.
- You cannot change your phone number for 24 hours after transferring your LINE account for security reasons. If you want to change your phone number after transferring your LINE account, please try doing so after 24 hours.

If you can receive text messages

1. Open LINE on the main device your account is registered to.
2. Tap the Home tab >

> Account.
Note:Tap here to go to your Account settings.
3. Tap Phone number.
4. Enter your phone number and tap Next.
5. Enter the verification code you received via text message.

If you can't receive text messages

If you can't receive text messages, you can change your phone number with the Call me instead option.
Note: The Call me instead option is only available in some countries.

To change your phone number, see the steps below.
1. Open LINE on the main device your account is registered to.
2. Tap the Home tab >

> Account.
Note:Tap here to go to your Account settings.
3. Tap Phone number.
4. Enter your phone number and tap Next.
5. Tap Call me instead at the bottom of the verification code input screen.
6. Tap Continue.
7. After receiving the automated phone call, enter the verification code you were given.

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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").
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, lowercase letters, numbers, and symbols.

For the best online security, make sure to set a different passcode/password for each online service you use. Please set different passwords for each internet service to manage them more securely.

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.

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Useful info

If you forgot your password when transferring your LINE account, follow the steps in [When transferring your LINE account] If you forgot your password.

I'm not receiving the password reset or email address registration completion email

If you don't receive the email sent from LINE when registering your email address or resetting your password, it's often the case that the email was mistakenly sent to a folder (e.g. spam folder) other than your inbox. Use the search feature and check all of your email folders.

Useful info

The following are examples of email subject lines from LINE.

• LINE Email Address Verification Message
• [LINE] Password reset for LINE

If you haven't found the email after checking all of your folders, see the following information.

• If you're resetting your password:
See the information from 1. Check if an email address is registered to LINE.

• If you're registering an email address:
See the information from 2. Check if you entered your email address correctly.

1. Check if an email address is registered to LINE.
The password reset email is sent to the email address registered to LINE. Check your registered email address with the method below for your situation.

If you can use your previous LINE account

You can check your registered email address by tapping the Home tab > Settings

> Account > Email address.

If you can't use your previous LINE account

You will not be able to reset your password or transfer your LINE account if you didn't register an email address to it.

If you've linked a Google account or Apple ID, transfer your LINE account by referring to scenario No. 9 in the following Help content.

I'm having issues when transferring my LINE account.

If you haven't linked a Google account or Apple ID, you will not be able to transfer your LINE account. Please create a new one.

2. Check if you entered your email address correctly.

Useful info

When resetting your password, repeatedly requesting a verification code may result in your account being temporarily restricted.

If your account is restricted, check all of the information covered in this Help article and try resetting your password again after 24 hours have passed.

Avoid common mistakes when entering your email address by making sure that:
• You are careful entering characters that are similar (e.g. the letter “o” and the number “0”).
• Uppercase and lowercase characters are entered correctly.

If you saw an error message when you entered your email address, please check the email address you entered because it's possible that:
• You used full-width alphanumeric characters.
• There were extra spaces included.
• You used more than one dot in a row (e.g. ab..cd@example.com).
• You used a hyphen at the beginning (e.g. -abcd@example.com).
• You used a dot just before the @ sign (e.g. abcd.@example.com).

3. Check your email settings.
If you have filters in place, please try disabling them.
Note: This includes filters for blocking emails that contain URLs, blocking emails from PCs, etc.

If you have domain filters in place, please add “line.me” to your list of accepted domains.

4. Have the email resent.
After checking the information above, request to have the email sent again.

• If you're resetting your password, tap Forgot your password?
Enter password

• If you're registering an email address, tap Resend verification code.
Verify email address

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You can only use this feature on your main device (typically your smartphone).

To transfer your LINE account with your Apple ID or Google account, see the steps below.

Useful info

If you can still use your previous LINE account, please make the necessary preparations when transferring your account.

Note: Depending on your situation, what you actually see on your smartphone may vary from the contents of this page.

1. Open LINE on your new main device and tap Log in.
Note: If you're using an Android device, tap Main device > OK.
2. Tap Log in with another method and choose one of the following options, then follow the on-screen instructions and log in.
- Continue with Apple > Continue with Apple
- Continue with Google > Continue with Google
Note: For users in Thailand, check the box to confirm that you're 11 years of age or older.

See The “How to finish transferring your account” screen appeared if it applies to your situation.

How to finish transferring your account screen

3. Make sure the "Log in as XXXX" screen appears for your account, then tap Log in.
4. On the "Did you back up your chat history?" screen, tap Continue.
Note: Tapping Continue will make your LINE account inaccessible on your old device.
5. For Android users, choose your preferred account from Select your Google account, then tap OK.
6. Tap Restore chat history.
7. Enter your backup PIN.
8. On the "Your chat history is being restored" screen, tap Continue.
9. Confirm the "Regarding Usage of Your Information" consent screen.

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FAQs

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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

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I'm not receiving the verification code text message with the phone number I entered

Transferring your LINE account with a phone number

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Information on transferring LINE accounts and resolving transfer issues

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Using the same LINE account on more than one device (main and sub devices)

Checking/changing your phone number

Making a secure password

I'm not receiving the password reset or email address registration completion email

Transferring your LINE account with your Apple ID/Google account

Category

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Transferring/creating a LINE account

LINE account/Profile

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OpenChat

Get more out of LINE

Security/Privacy

About Business Alliances