I can't use my account after changing devices

Service

LINE Pay offers a way to make payments with your credit cards.

Just sign up for LINE Pay and add a credit card to start making payments at LINE STORE and other merchants.

Note

Currently LINE Pay can be used in Japan, Taiwan and Thailand.
We plan to expand the number of countries and merchants where LINE Pay can be used.

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To use LINE Pay, you need an iPhone or Android smartphone.

LINE Pay may not work properly on tablet devices.

We recommend using the following system specifications.

iPhone

• iOS 14.0 or later

Android

• Android OS 8.0 or later

Please also see the article below.
recommended system specifications for LINE.

If you reset your passcode, you will need to receive a verification code via voice call.
For this reason, you must have a phone number that's able to receive voice calls registered to your LINE account.

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You may be charged an international transaction fee if you make a purchase from a merchant in a country other than the one your LINE Pay account is registered in.

For example, if you're a LINE Pay user in South Korea and make a purchase on LINE STORE (a Japanese merchant), you may be charged an international transaction fee depending on your card company.

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You can protect your LINE Pay account from being used by anyone else by setting a separate passcode (different from your LINE account password). This extra layer of security is to keep your account safe, even if your device is lost or stolen.

Note: If you haven't set a LINE Pay passcode, please do so to ensure that you can use the service safely and securely.

By switching on the passcode lock, you can protect important information such as your balance and card information.

To set your passcode lock:

- From the LINE Pay main menu, tap Settings > Passcode.

Also, to protect your personal and payment information from phishing attacks, LINE Pay uses high-level encryption features and matches your information with your registered information on LINE Pay. When you make a payment, LINE Pay will start and you'll need to complete the payment on your smartphone. At that time, your LINE profile information will appear at the top of the screen and you can confirm the LINE Pay payment.

Note: Your profile information will not appear on phishing sites.

In the event that you lose your smartphone, contact us and we will deactivate your LINE Pay account. If you want to start using your account again, you can reactivate it directly from your smartphone.

For information on how to have your LINE pay account deactivated, please see the article below.
Can I deactivate my account?

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Signing Up and Leaving

Start LINE and Home > Service(More) > LINE Pay

Accept all of the Terms of Use and Privacy Policy, then you are all set to start using LINE Pay.

You can also make purchases without signing up to LINE Pay. Please see the article below for more details.

Making online purchases with LINE Pay

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You can delete your LINE Pay account from the Settings menu.

Please note that deleting your LINE Pay account will delete all of your LINE Pay usage history.

You will not be able to delete your LINE Pay account in the following cases.

- If you have a transaction in progress. You can delete your LINE Pay account after the transaction is completed.

- If your LINE Pay account is suspended. You can delete your account after reactivating it.

If you have forgotten your LINE Pay passcode or lost your smartphone, you will not be able to delete the account yourself. Please contact us and inform us that you wish to have your account deleted. We will assist you based on your situation.

Submit inquiry form

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If you are registered with LINE Pay, you will not be able to delete your LINE account without deleting your LINE Pay account beforehand.

Please note your LINE Pay account may become inaccessible if your account is not carried over properly when changing devices.

If you changed devices and are unable to use your account, please refer to the article below.

I can't use my account after changing devices

If you are having trouble deleting your LINE Pay account, please refer to the article below.

How do I delete my LINE Pay account?

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Account

You can reset your passcode by following the steps below.

If you've registered a credit card:

1. Tap Forgot your passcode(PIN)? under the passcode input box.

2. Enter your registered credit card information in the identity verification form and tap OK.

Note:

- Your credit card information needs to have been registered as a payment method for at least 24 hours before you can use it for identity verification.

- If you incorrectly enter your card information five times, use of your account will be restricted. In this case, please contact us.

3. Tap OK on the pop-up notification about receiving the verification code phone call.

4. Enter the verification code you receive over the phone and tap OK.

Note:

- Your registered phone number will receive a call from a private number.

5. Set a new passcode.

If you haven't registered a credit card:

1. Tap Forgot your passcode(PIN)? under the passcode input box.

2. Tap OK on the pop-up notification about receiving the verification code phone call.

3. Enter the verification code you receive over the phone and tap OK.

Note:

- Your registered phone number will receive a call from a private number.

4. After you've verified your identity, a temporary passcode will be sent to your registered email address; enter it on the passcode entry screen.

5. Tap OK on the "Set a new passcode?" pop-up and reset your passcode.

If the steps to reset your passcode don't appear, but the screen to delete your account does:

For security reasons, you cannot reset your passcode if you don't have a credit card or an email address registered to LINE Pay.

In this case, please delete your LINE Pay account from the "Delete LINE Pay Account" screen, and then register for LINE Pay again.

Note:

- After re-registering, your previous purchase history will be deleted.

If you don't know or can't use your registered phone number:

You need to delete your LINE Pay account and register for a new one. Please contact us so we can help you delete your account.

Submit inquiry form

For more information about deleting your LINE Pay account, see the article below.

How do I delete my LINE Pay account?

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To change your passcode:

1. From the LINE Pay menu, go to Settings > Passcode > Change Passcode.

2. Enter your current passcode.

3. Enter your new passcode on the "Set Passcode" screen.

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

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Setting a passcode on LINE Pay lets you protect your account and the important information it contains such as card information in case your phone is lost or stolen.

To set your passcode, go to the LINE Pay main menu and tap Settings > Passcode.

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To deactivate your account in the case of an emergency, such as if you lost your device, please contact us

Submit inquiry form

Please note that LINE Pay accounts are free, and no money will be charged unless you use LINE Pay to make payments. There is no need to deactivate or delete your account if you will not be using it for a period of time.

To reactivate your account, simply enter your passcode on your smartphone. For more details, please see the article below.

How to reactivate your account

If you wish to delete your account instead of deactivating it, please see the article below.

How do I delete my LINE Pay account?

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If you're unable to access your LINE Pay account, please refer to the section below on how to reactivate it which applies to your situation.

The account was deactivated upon your request

You can reactivate it on your smartphone. To reactivate your account, start LINE Pay and enter your LINE Pay passcode on the passcode input screen. If you forgot your passcode, please see the article below.

I forgot my passcode

If you haven't set a LINE Pay passcode, you won't be able to reactivate the account yourself. In this case, please contact us.

Submit inquiry form

You transferred your LINE account using a phone number from a different country

When you transfer your LINE account (using your registered email address or the Facebook account it is linked with), use of your LINE Pay account will be restricted if you verify your LINE account with a phone number from a country different from the one it was previously verified with. This is in order to protect your account's payment information. If your LINE Pay account is restricted, you can delete it yourself, or use your existing LINE Pay account again.

• Deleting your LINE Pay account

When you tap Reset Account from the lockout screen, all of the information from the LINE Pay account you had been using until now will be deleted, and you can register again.

• Using the LINE Pay account you had been using again

Reinstall the LINE app, then use the phone number you had been using for verification again when you log in. After verifying your account, you can use the LINE Pay account you had been using again by going to Home > Service(More) > LINE Pay from the LINE app.

• If you cannot reset your account or having issues using it, please contact us

Submit inquiry form

You cannot access LINE Pay because you changed your device

When transferring your LINE account to a new device, if you accidentally created a new account or deleted your account, you will not be able to access your LINE Pay account. Additionally, you will be unable to use your LINE Pay account if you cancel your registered email address from your LINE account.

For more information on transferring your account, please refer to the article below.

Transferring your LINE account

If you cannot use your LINE Pay account because you changed devices, please contact us.

Submit inquiry form

You transferred your account without setting a passcode and your account was deactivated

If you transferred your LINE account without setting a LINE Pay passcode, your LINE Pay account will be deactivated as a security measure. If you'd like to use LINE Pay again, please contact us.

Submit inquiry form

You cannot access your account because you forgot your passcode or are locked out of your account

If you forgot your passcode or are locked out of your account, please see the article below.

I forgot my passcode

If you enter the wrong information (credit card information, etc.) more than five times when trying to reset your passcode, your LINE Pay account will be restricted and you will be unable to reactivate it yourself. In this case please contact us.

Submit inquiry form

You cannot access your account for reasons other than the above

Please contact us.

Submit inquiry form

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Yes, you can continue using LINE Pay even if you change to a new device.

To do so, install LINE on your new device, and perform “LINE User Login” to carry over your LINE account and with it, your LINE Pay account information. Please see the article below for details.

Transferring your LINE account

However, you will not be able to use LINE Pay in the following cases.

1. If you carry over your LINE account to a device operating on an OS not supported by LINE Pay.
Please note that all OSes except iOS and Android are not supported, including BlackBerry, Nokia, and Windows Phone.

2. If you carry over your LINE account using a phone number from a different country as before.

Please delete your LINE Pay account before changing to the new device in the above cases. Please see the article below for details.

How do I delete my LINE Pay account?

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If you create a new account instead of selecting Log in after changing to a new device or reinstalling LINE, your LINE Pay account information will not be transferred.

To use LINE Pay on your new LINE account, please sign up again.

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LINE Pay cannot be used on multiple devices at the same time.

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In order to use LINE Pay safely, you're required to set a 6-digit passcode.

Please be aware that you cannot set one if:

• The same number is being used three or more times consecutively

Example : 111***

• There are less than two kinds of numbers, even if they are not consecutive

Example : 202020

• There is a set of three numbers in ascending or descending order

Example : 123***, 876***

• The last four digits of the phone number registered to LINE Pay is used

Example : If your registered phone number is 090-1234-5678, your passcode can't include 5678.

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To check the phone number and email address registered to your LINE Pay account :

<How to check my information>

1. LINE App Home > Tab Service(More) >Tap LINE Pay.

2. Tap Settings > Tab My info.

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The procedure to verify your identity in order to reset your passcode differs depending on the country you registered your LINE account in (the country code of your registered phone number).

Please refer to the article below.

I forgot my passcode

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The procedure to reactivate your account differs depending on the reason your account was suspended and the country you registered your account in (the country code of your registered phone number).

Please refer to the article below.

I want to reactivate my account

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Credit Card

You can add or delete a credit card with the steps below.

Note:

- Before you can add a credit card, you need to set a passcode on LINE Pay. If you haven't set a passcode, please do so after agreeing to the Terms of Use.

To add a credit card:

1. From the LINE Pay main menu, tap Add Credit Card or tap Settings > Credit cards.

2. Enter the card number, expiration date, and the CVC.

You can add multiple credit cards to LINE Pay. You can also select the one you use most often as your main card.

For a list of cards that can be added to LINE Pay, please see the article below.

Cards that can be registered to LINE Pay

To delete a credit card:

1. From the LINE Pay main menu, tap Settings > Credit cards.

2. Tap "X" at the top right of the card you want to delete.

Note: Deleting a credit card will not delete its transaction history.

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After choosing a product from a merchant that accepts LINE Pay (such as LINE STORE), select LINE Pay as the payment method when checking out. Then select the card you wish to use on the LINE Pay payment screen on your device.

Note:

- You need to use your smartphone to complete the payment process.

- If you have not set a LINE Pay passcode, you must set one after selecting the payment method.

Currently LINE Pay can be used in Japan, Taiwan and Thailand.
We plan to expand the number of countries and merchants where LINE Pay can be used.

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You'll be notified by the LINE Wallet official account with the details of your LINE Pay transactions.

You can also see your payment history in LINE Pay by following the steps below:

1. From the LINE Pay main menu, tap History.

2. At the top of the screen, tap All and select the relevant credit card.

If you make payments without signing up for LINE Pay, check your payment details in the notices from the LINE Wallet official account.

You can also manage your credit cards and configure other features by going to Settings from the LINE Pay main menu.

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Credit and debit cards can be registered to LINE Pay, including Visa and Mastercard brand cards.

Depending on the merchant or country, some card brands cannot be used.

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If you lost a credit card that you use with LINE Pay, please contact your card company directly.

Once the card company cancels your credit card, making payments with it on LINE Pay will be restricted.

※ You can still use any other credit cards that you have registered to LINE Pay.

If you find your credit card again after reporting that it was lost, please contact your card company again about reactivating it. If the card can be reactivated, you'll be able to use it on LINE Pay again.

In the case that you're issued a new card, make sure to add it as a new card on LINE Pay.

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You won't be able to make payments if your registered credit/debit card has expired.

If you have a new card, try registering it after deleting the expired card.

For the steps to register/delete a credit card, please see the article below.

Registering/deleting a credit card

For assistance with having a new card issued or related inquiries, please contact your credit card company directly.

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If you were able to enter the information for a credit card without any issues but can't finish adding it, check the following things.

• Does the card support online payments?

• Can the card be used overseas?

• Is the card a corporate card?

Note: Corporate cards can be used with LINE Pay, but there may be restrictions for some merchant types and online payments.

If you're unsure about any of the points above, please contact your credit card company directly.

To update the information (such as the expiration date) for a registered credit card, you need to delete the card and then add it again.

To delete a card:

1. From the LINE Pay main menu, tap Settings > Credit cards.

2. Tap "X" at the top right of the card.

If you receive a notice that says you've reached the maximum number of registration attempts, please see the article below.

Why did I get a message saying I exceeded the number of times to add cards?

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The payment is a part of the verification process required when adding your credit card. Please be assured that you will not actually be billed for this.

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LINE Pay accepts two types of credit and debit cards: Visa, MasterCard

You may not be able to use a card depending on the card type, country of issue, or merchant.

• Visa and MasterCard: Accepted at LINE-affiliated websites, such as LINE STORE.

• JCB, AMEX : Accepted by some LINE-affiliated websites, but not all.

In the future, we plan to have only the accepted card types for each merchant appear when making payments.

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Each user can add up to four credit or debit cards.

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To ensure the safety of the service, users may try up to five times to register a card every seven days. If you exceed that limit, you will have to wait another seven days after the fifth attempt before you can try adding a card.

We apologize for this inconvenience and thank you for your understanding.

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If you are unable to register or pay with a debit card after you entered all of the information correctly, please check the following.

1. Does the card you are trying to use support online payments?

2. Is overseas use enabled for the card you are trying to use?

3. Are there sufficient funds in the bank account linked to the card?
If not, please deposit some money into the account first.

If you need further clarification, please contact your card company.

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LINE Pay's credit card verification works in cooperation with the 3-D Secure systems offered by credit card companies in order to protect against any unauthorized use.

Once your card has been verified, it will be registered on LINE Pay. Afterwards, all you need to do to make a payment is enter your LINE Pay passcode.

※ Card authentication may be requested at the time of payment, and payment will proceed normally after card authentication.

When verifying your card, LINE Pay uses a secure network to check that your card company uses the 3-D Secure system. Even if you've never signed up for 3-D Secure, you can sign up for it right away from LINE Pay as long as your card company offers it.

Each credit card company may have a different service name for their 3-D Secure system.

Additionally, you won’t be able to register a card or make a payment on LINE Pay if the company for that card doesn't offer 3-D Secure.

When your card is verified, a very small payment will be charged to your credit card in order to check its validity. The payment will immediately be canceled and the amount for that payment will be refunded to your card.

If you are unable to verify your credit card, please see the article below.

Why can't I verify my credit card?

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Please see the information below that corresponds to your situation.

A message saying “Unable to verify the card” or “Please try again with a different card” appeared:

The details of the 3-D Secure system may vary by card company. If you encounter an issue verifying your card, please inquire with your card company directly.

Additionally, cards issued by companies that do not provide 3-D Secure cannot be registered on LINE Pay.

For more information about LINE Pay’s credit card verification, please see the article below.

LINE Pay credit card verification

I forgot the password to verify my credit card/I didn't receive the OTP (one time password):

LINE Pay’s card verification service uses the 3-D Secure system offered by your credit card company.

If you've forgotten your password or are unable to receive the OTP, please inquire with your credit company directly.

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Payments

With LINE Pay, you can easily make payments with a credit or debit card.

Accepted payment methods will also vary by merchant. Be sure to check every merchant’s payment page to see which options are available.

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You can use LINE Pay on LINE STORE or with other LINE Pay merchants.

To check whether LINE Pay is an available method of payment at a merchant's store, look for the LINE Pay logo that should be displayed on the payment screen.

You can make easy and convenient payments by selecting LINE Pay.

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To cancel an order, please directly contact the shop that you made the purchase.

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The pre-approved payment feature lets you make payments automatically, so you don't have to verify your LINE Pay passcode each time you use a vending machine or make regular payments at an online merchant.

Note: When using this feature at a participating merchant for the first time, you need to accept the terms of agreement.

You can set your credit card/debit card as a payment method when you make a pre-approved payment at a merchant for the first time.

At merchants that accept payments using Points, you can also choose to use your Points first. However, if you want to change your payment method or the Point usage setting, you need to unlink the pre-approved payment on the LINE Pay main menu and set your payment method again.

If you've read the information above and still can't change a merchant's payment settings, please configure your settings from the merchant's app or web page.

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Please check the delivery status with the shop that you made the purchase.

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With some LINE services (e.g. LINE STORE), you can make payments even if you don't have a LINE Pay account.

To purchase products at online LINE Pay merchants, refer to the steps below.

If you have a LINE Pay account:

1. Select LINE Pay on the merchant's checkout page.

2. LINE Pay will open on your smartphone.

3. From the payment screen, select your payment method, then tap Pay [amount].

4. Tap OK and enter your LINE Pay passcode.

Note: Depending on the merchant, you may be taken to the payment completion page, where you will be required to take further steps to complete the order.

If you are not signed up for LINE Pay:

1. Select LINE Pay at checkout.

2. Register a phone number to your LINE account if you have not done so.

Note: You cannot make payments unless you have a phone number registered to your LINE account.

3. Enter your credit card details.

4. Select whether or not you want to sign up for LINE Pay.

Note: If you choose to sign up for LINE Pay, set a passcode.

5. Agree to the conditions.

6. Tap Pay [amount].

Note: Depending on the merchant, you may be taken to a payment completion page where you will be required to take further steps to complete the order.

When the payment has been completed, you'll receive a message on LINE from LINE Pay with the transaction details.

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If a payment failed when using LINE Pay on your smartphone, please try the following:

• Update LINE to the latest version.

• If the payment screen does not display properly or closes midway with some apps or mobile browsers, the payment will not be properly completed. In such cases, please select Continue on the payment pending screen that appears directly after making the payment. If the Continue button does not respond, please log in to LINE from the link at the bottom of the screen. After logging in to LINE and tapping the notification message that appears, the LINE Pay payment screen will appear. If the link to the login screen does not work, please use your device's browser (e.g. Safari), or another browser (e.g. Chrome).

• All payments need to be completed within 20 minutes. If more than 20 minutes have passed since you started making a payment, you will need to start over from the beginning.

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If you are a LINE user, you can use LINE Pay to make online purchases without additional registration.

For details on how to make purchases using LINE Pay, please see the article below.

Making online purchases with LINE Pay

When a payment is completed, you will be sent a message on LINE from the LINE Pay official account with the transaction details.

For inquiries about delivery status or order cancellation, please contact the merchant you made the purchase from directly.

If you are not registered to LINE Pay and wish to make a purchase, you must agree to the following:

• Non-Member Credit Card Service Terms and Conditions

• Privacy Policy

• LINE User Info Provision Policy

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If you're not able to make purchases with your credit card, it may be due to one of the following reasons.

• Your card information is invalid.

• There was a temporary error.

• The fraud prevention system was activated.

• Your card does not support 3D Secure

Please make sure that your card can be used for online purchases and that the card information was entered correctly.

If you're still experiencing issues after checking the above, please contact us.

Submit inquiry form

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There are two ways to make payments at stores by scanning a code.
For more information, see the relevant Help article below.

About the Scan feature

What is My Code used for?

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You can use the Scan feature to make payments by scanning a code on the website of a merchant that accepts LINE Pay (using your PC browser) and at some physical locations.

1. From the LINE Pay main menu, tap Scan.

2. Scan the QR code on the merchant's website or at the physical store.

3. When the payment confirmation screen appears, enter the amount if necessary and tap the green button.

Note: If you haven't set a LINE Pay passcode, the screen to set one will appear.

4. Enter your LINE Pay passcode and check the transaction completion screen.

Note: If you're making a payment at a physical store, show the transaction completion screen to the cashier.

For information on how to make a payment using the My Code feature, see the Help article below for the country where your phone was issued.

What is My Code used for?

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The My Code feature allows you to make payments at stores by scanning your code.

1. From the LINE Pay main menu, tap My Code.

Note: If you haven't set a LINE Pay passcode, you'll have to set one when you select My Code.

2. Select your payment method.

3. Show the staff the code that appears.

For steps on how to make a payment using the Scan feature, please refer to the following Help article.

About the Scan feature

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You can make payments with LINE Pay at stores that have the LINE Pay logo.

When using LINE Pay overseas, only a registered credit card can be selected as a payment method.

Please be aware that some merchants might not accept credit card payments.

Points and coupons cannot be used at overseas merchants.

When having your QR code/barcode scanned at the register:

• The barcode generated will be for making transactions in the country that is detected using your device's location.

• You can select your country manually by tapping the flag icon at the bottom of the My Code payment screen if the country does not automatically change.

When scanning a merchant's QR code:

• Make your payment by selecting the credit card registered to your LINE Pay account.

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Others

If you encounter a problem with LINE Pay, please refer to help page.

LINE Pay help page

If the problem is not solved, please contact us below.

Submit inquiry form

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For information on offering LINE Pay as a payment method, please visit the website below

LINE Pay Merchants website.

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As of August 2015, the phone number and email address you registered to LINE will also be the same for your LINE Pay account.

The first time you log in to LINE Pay after this change, you will be asked to confirm and agree to it.

Additionally, please understand this specification will be in place if you sign up for a new LINE Pay account.

If you do not agree and want to delete your LINE Pay account, please contact us below.

Submit inquiry form

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Help center

Search Help articles

Service

Signing Up and Leaving

Account

Credit Card

Payments

Others

Service

What kind of service is LINE Pay?

Recommended system specifications for LINE Pay

I was charged an international transaction fee

LINE Pay safety

Signing Up and Leaving

How do I sign up for LINE Pay?

How do I delete my LINE Pay account?

Will my LINE Pay account be deleted automatically if I delete my LINE account?

Account

I forgot my passcode

Changing your passcode

About passcode lock

Can I deactivate my account?

I want to reactivate my account

Can I continue using LINE Pay after changing to a new device?

I can't use my account after changing devices

Can I use the same LINE Pay account on multiple devices?

Why can't I set a passcode?

Checking the phone number and email address registered to your LINE Pay account

How to verify your identity if you forgot your passcode

How to reactivate your account

Credit Card

Registering/deleting a credit card

How do I make payments with my card registered to LINE Pay?

Checking your credit card payment history

Cards that can be registered to LINE Pay

I lost a credit card registered to LINE Pay

My registered credit card expired

I can't register a credit card

Why did I get a message saying that a payment was made when I added my credit card?

Accepted credit card types

How many credit cards or debit cards can I add?

Why did I get a message saying I exceeded the number of times to add cards?

I can't add or pay with my debit card

LINE Pay credit card verification

Why can't I verify my credit card?

Payments

What payment methods can I use with LINE Pay?

Which services and stores accept LINE Pay?

Can I cancel an order?

About pre-approved payments

Can I check the delivery status of my purchase?

Making online purchases with LINE Pay

I can't make payments using LINE Pay on my smartphone

Can I make purchases without registering to LINE Pay?

I can't make purchases with my credit card registered to LINE Pay

Making payments at physical store locations

About the Scan feature

What is My Code used for?

Using LINE Pay overseas

Others

What should I do if I have a problem with LINE Pay?

Can I offer LINE Pay as a payment method at my store? (For merchants)

Changes made to LINE Pay (August 2015)