LINE Pay Japan Help Center

If you encounter a problem with LINE Pay, you may be able to resolve it by sending an inquiry through this Inquiry Form.

See also:
An issue occurred when I tried to reset my passcode

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Before we reset your LINE Pay passcode or delete your account, we ask that you submit a form of photo identification.

Important:

- We can only accept certain types of IDs, and the ID must currently be valid.

- Depending on your request, the IDs we can accept may differ. Be sure to carefully read the email you receive from Customer Care.

- We cannot accept scanned, photocopied, or edited images.

- You need to take photos of your actual ID with your smartphone's camera and send each unedited photo as a separate attachment.

- We cannot process requests made on behalf of someone else.

- You need to submit photos of the front and back of most IDs. If you submit a "My Number" card, only a photo of the front is required.

- Tap the name of the ID you will use below and check the important notes about how to take photos of it.

Accepted forms of ID

• Driver's license

• Individual Number ("My Number") card

• Health insurance certificate (plastic card)

• Health insurance certificate (foldable card/paper booklet)

• Basic resident registration card

• Driving history certificate (運転経歴証明書)

• Japanese passport

Note: We can only accept passports issued on or before February 3, 2020.

• Residence card

• Special permanent resident certificate

Only for non-Japanese citizens living outside of Japan who want their accounts deleted

• Foreign government-issued passport

People often need to resubmit photos of their ID because the details in the photos are unclear or we did not receive photos of both sides/every required page of the ID. For more hints, see these common photo issues.

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

Taking photos of your ID to submit to Customer Care