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If you encounter a problem with LINE Pay, you may be able to resolve it by trying one of the following.

• Send an inquiry through the Inquiry Form.

• Add the LINE Pay official account as your friend > open the relevant chat > tap LINEトークでヘルプ, and enter a keyword.

• Check the Help page here.

Note: The LINE Pay official account is only available in Japanese.

Related Help article:

Receiving money transfers from companies (LINE Payかんたん送金)

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You won't be able to receive a money transfer if the amount puts you over your balance limit.

If you haven't exceeded your balance limit and you're still not able to receive a money transfer, please contact the relevant company directly.

Checking your history of added money, withdrawals, and payments

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The Reports page lets you view and manage your use of LINE Pay (e.g. income, expenses) by category or in a breakdown.

Note: As of May 29, 2024, the feature for managing the history of receipts you've logged with LINE Receipts has ended.

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Go to the LINE Pay main menu and tap Settings > Reports > the LINE Pay tab > History, then select a transaction. The following customization options are available.

Edit your categories
Income and Expenses are automatically selected as the initial categories. You can edit the categories by tapping them.

Omit transactions
Check the Omit from reports option on a transaction to omit it and any future transactions with similar patterns from being compiled in your reports. These transactions will appear crossed out under History.

Write memos
Enter memos about your transactions at the bottom of the screen to keep track of important information.

Note: As of May 29, 2024, the feature for managing the history of receipts you've logged with LINE Receipts has ended.

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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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For security reasons, some features cannot be used for 24 hours after installing the LINE Pay app. These features include adding money from a bank account, code payments, and bill payments.

If you see an error when trying to use a feature, please let enough time pass and try again.

You may also be able to use the feature you want from the LINE app in the meantime. You can access LINE Pay from the LINE app by selecting the Wallet tab > LINE Pay.

If you're unable to use LINE Pay from the LINE app, see this Help article.

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The LINE official account with the name "LINE" is operated by LY Corporation. As a security measure, this account will send you a chat message whenever a login attempt is made to a LINE service using your LINE account.

If you get a chat message from this account about a login to LINE Pay that you don't remember, please take the following actions.

• Unlink LINE Pay from your account

1. From the Home tab in LINE, tap Settings > Account > Authorized apps.

Note: Tap here to go to the Authorized apps setting from your smartphone.

2. Tap LINE Pay.

3. Tap Unlink.

• Change your password

Someone else may be trying to log in using the information registered to your LINE account. To prevent anyone else from logging in to your account, please change your password by referring to the following Help article.

Checking/changing your password

Also, be sure to immediately report any unfamiliar LINE Pay activity (e.g. added money, payments) here.

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LINE

Help center

Search Help articles

Other

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

Offering LINE Pay as a payment method at your store (for merchants)

What is unauthorized use compensation?

My account was used fraudulently

Am I eligible for compensation if my account was used fraudulently?

What is the maximum amount coverable by unauthorized use compensation?

A store's LINE account was added to my friend list

Receiving money transfers from companies (LINE Payかんたん送金)

LINE Pay number

I can't receive a money transfer from a company

About Reports

Using Reports

Taking photos of your ID to submit to Customer Care

I'm seeing a security-related error message on the LINE Pay app

I got a notification about an unfamiliar login to LINE Pay