Help center

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

(the search box) at the top of the screen.

Inquiry Forms
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.

Useful info

- When contacting us, please keep in mind that:
• You can also access the Inquiry Forms on a PC.
• If you can't use your LINE account, you can select Continue without logging in at the bottom of the login screen.
- When contacting us, your inquiry can be processed more smoothly if you have ready:
• Your LINE ID.
• Your display name.
• Your reply email address.
• Your phone number registered to LINE. (This only applies to Hong Kong, Japan, Korea, Taiwan, and Thailand.)
• Information about your device (e.g. model, OS version).
• One or more screenshots of the issue.

Inquiry Form for the LINE app
Note: You can access the Inquiry Form from the LINE app by tapping

(Settings) > Help center at the bottom of the screen > Send an inquiry at the bottom of the screen.

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

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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 canceled 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 canceling 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.

If a screen saying "Unable to use account" suddenly appeared, please check the information for each of the three scenarios below, in order.

You haven't registered your currently contracted phone number to LINE

If the phone number you registered to LINE isn't the same as the one you are currently contracted with, you may suddenly become unable to use LINE.

Once a certain amount of time passes after canceling your phone number, it can be contracted to and used by someone else.

If the new contract holder of the phone number registers it to LINE, the LINE account it had been registered to becomes unavailable.

Related Help article:

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

The other person cannot access your LINE data (such as your friends or chat history) and your account has not been stolen.

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 the phone number you're currently contracted with.

We may be able to transfer some paid items after looking into the matter.

The following 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

If you'd like us to look into your paid items, please contact us via this Inquiry Form.

You entered and verified the same information with LINE on another device

The same phone number, Apple ID, or Google account being registered to (verified with) more than one LINE account is causing the issue.

You can only register (verify) one phone number, Apple ID, or Google account to one LINE account. If you verify your LINE account with the same phone number, Apple ID, or Google account on a different device, the account on your previous device will automatically be deleted and you will no longer be able to use it.

The following 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

If you'd like us to look into your paid items, 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 send us the details via this Inquiry Form so we can look into the matter.

If we confirm an unauthorized login as the result of our investigation, we will transfer your items.

The following can be transferred:

• The right to use your paid items such as your LINE stickers and themes (including those received as gifts)

• Your item purchase history and Coin balance

• Your Credit balance added on LINE STORE

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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.

See the following for information about how to troubleshoot if you're not receiving the verification code on the phone number you entered and for details regarding the "Verification is temporarily blocked/Invalid phone number" messages.

Topics covered
‐ Not receiving the verification code on the phone number you entered
‐ Getting an error when verifying a phone number

Not receiving the verification code on the phone number you entered:

Be advised

Check if the phone number you currently have a contract with was entered correctly. You will not receive the verification text message if your phone number is entered incorrectly. Landline phone numbers cannot be used.

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, check your spam filter settings and your blocking settings for text messages.

Getting an error when verifying a phone number:
If you do anything that violates our Terms and Conditions of Use or if you repeatedly have a verification code issued, your use of LINE will be restricted and you'll see an error message based on your situation.

Be advised

If you see the "Please wait XX day(s) then try again" or "Invalid phone number" error messages, please wait until the restriction is lifted. Even if you contact us without waiting for the restriction to be lifted, we will reply to you with the same information in this Help article.

"Verification is temporarily blocked. Please wait XX day(s) then try again" appears
Due to violating our Terms, verification will be restricted for a specified period of time. Please try verifying your phone number again the day after the specified period of time.
Please refrain from any acts that violate our Terms when using LINE in the future. Below are the main standards for what are considered violations.

• Posting content that is generally considered unacceptable, such as abusive language or obscene content.
• Exchanging personal information (e.g. phone number, address, LINE ID), or continually inviting or soliciting others to meet in person.
• Engaging in any unlawful transactions, such as the illegal trading of banned substances, stocks, etc.
• Acts of planning or inviting minors to inappropriate meetings or assemblies.

For more details, see the Standards regarding posts on LINE on the LINE Safety Center website. For security reasons, we cannot directly provide you with detailed information such as the reason for your current violation.

"Invalid phone number" appears
If you see an error message saying "Invalid phone number" when entering your phone number, you may have received a temporary restriction for repeatedly having a verification code issued. Try again one to two days after the error appeared.

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Be advised

You need a password to transfer your LINE account. If you've forgotten your password, you may not be able to transfer your account.

Topics covered

- Making a secure password
- Registering a password
- Checking/changing your password

Making a secure password:
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").

Important: 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, lower case letters, numbers, and symbols.

For the best online security, make sure not to recycle passwords, but rather to set and safely manage a different passcode/password for each online service you use. 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.

Registering a password:

Be advised

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

To register a password:
1. Tap the Home tab > Settings.
2. Tap Account.
Note: Tap here to go to the Account screen from your smartphone.
3. Tap Password.
4. Enter a 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: uppercase letters, lower case letters, numbers, and symbols.
- Be sure to write your new password down so you don’t forget it.

Checking/changing your password:
There is no way to check the string of characters you registered as your password. If you don't know or have forgotten your password, please change it.
Note: Once you've changed your password, be sure to write your new one down so you don't forget it.

If you still have the device you can use LINE on

To change your password:
1. Tap the Home tab > Settings > Account.
Note: Tap here to go to the Account screen from your smartphone.
2. 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 biometrics (e.g. fingerprint, face). Do not use the password registered to your LINE account.
3. 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: uppercase letters, lower case letters, numbers, and symbols.

If you're transferring your LINE account and no longer have the device you used before changing models
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.

Be advised

You will not be able to reset your password or transfer your account if you didn't register an email address to your LINE account. In this case, please create a new account.

Useful info

If you see a message saying ”Incorrect password entered." 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 5 below. Please try another email address you think is registered to the relevant account.

To change your password:
1. Open LINE on your new device and tap Log in.
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 the arrow > 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 Send.
8. Reset your password by following the instructions in the email that was sent to the email address you entered.
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, lower case letters, numbers, and symbols.

If you don't receive the password reset email, see the following Help article.

I'm not receiving the password reset email

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Registering an email address to your LINE account makes it possible for you to reset your password in case you forget it. To register, change, or check your email address, refer to the following sections.

Registering an email address

1. Tap the Home tab > Settings > Account > Email address.
Note: Tap here to go to your Account settings 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.

If you're not receiving the verification email when you register your email address, see the following Help article.

I can't receive the verification email when registering my email address

Changing your registered email address

1. Tap the Home tab > Settings > Account.
2. 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 identification (e.g. fingerprint, face). Do not use the password registered to your LINE account.
3. Enter a new email address, then tap Next.
4. 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 your device is locked with a passcode, Touch ID, or Face ID, you need to unlock it when you change your email address.

If you're not receiving the verification email when you verify your email address, see the following Help article.

I can't receive the verification email when registering my email address

Checking your registered email address

1. Tap the Home tab > Settings > Account.
Note: Tap here to go to your Account settings from your smartphone.
2. Tap Email address.
3. Your email address will appear under Change your email.

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If you change devices, you can keep using your existing LINE account by transferring it to your new device.

To transfer your LINE account, you need to meet one of the following requirements.

• You can still use your previous device and log in to your LINE account.
• Your LINE account is registered with a phone number and password.
• An Apple ID or Google account is linked to your LINE account.

Note: To register or change your password when transferring your LINE account, you need to have an email address registered to it. We recommend registering an email address beforehand in case you forget your password.

Before transferring your account:
Refer to Preparing to transfer your LINE account.

Transferring your account:
Once you're ready to transfer your account, you can do so using one of the following methods.

Transferring your account with an easy transfer QR code
Transferring your LINE account with a phone number
Transferring your LINE account with your Apple ID
Transferring your LINE account with your Google account

You can transfer your chat history when transferring your LINE account by backing up your chat history.

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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 or phone calls and a valid phone number to create a new LINE account.
Note:
- Landlines, phone numbers starting with 050, and virtual phone numbers can't be used.
- 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.

Be advised

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

Be advised

- 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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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.

See below for the steps to log in to LINE using your smartphone's unlock method.

When logging in to LINE with your smartphone's unlock method for the first time:

1. Start LINE for iPad or LINE for PC.

2. Enter the phone number registered to your LINE account and select Log in with smartphone.

3. Select Show verification code.

4. Start the smartphone version of LINE.

5. Select the Home tab > Settings > Account > Pair a new device.

6. Enter the verification code that appears on LINE for iPad or LINE for PC into your smartphone.

7. Use your smartphone's unlock method when prompted to do so.

When logging in after the first time:

1. Start LINE for iPad or LINE for PC.

2. Enter the phone number registered to your LINE account and select Log in with smartphone.

3. Start the smartphone version of LINE.

4. Use your smartphone's unlock method when prompted to do so.

"Login successful!" will appear when you're logged in. The LINE official account will also send a login notification message to you in the smartphone version of LINE.

Note: For details about the content of this notification, see I got a notification about a detected login.

For more information about your smartphone's unlock method, see the following Help article.

About using your smartphone's unlock method to log in to LINE

For information on how to set up LINE so you can use your smartphone's unlock method for logging in, see the following Help article.

Required settings for logging in to LINE for iPad or PC with your smartphone's unlock method

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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 your phone number to a number from a different country.

If you can receive text messages

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

Be advised

The same phone number cannot be used to create multiple LINE accounts. Registering a phone number that was already registered to another LINE account may make the old LINE account inaccessible.

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LINE

Help center

Search Help articles

Announcements

Topics covered

FAQs

Topics covered

Category

Issues

Creating/transferring a LINE account

Managing LINE account

Purchasing/using items

Friends/Groups

Chats/Calls/Notifications

OpenChat

Get more out of LINE

Security/Privacy

About Business Alliances

LINE

Help center

Search Help articles

Announcements

"Regarding the Zhuyin input method issue that occurs in iOS version 14.7.0 and above of LINE

About the end of the Keep service

See other announcements

Topics covered

FAQs

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

The error message "Unable to use account" suddenly appeared

Not receiving the verification code via text to my phone number/I get an error message when verifying my phone number

Registering/checking/changing your password

Topics covered

Registering/changing/checking your registered email address

Transferring your LINE account

Creating a new LINE account

Logging in to LINE on your iPad or PC using your smartphone's unlock method

Using LINE for PC

Changing your phone number

Category

Issues

Creating/transferring a LINE account

Managing LINE account

Purchasing/using items

Friends/Groups

Chats/Calls/Notifications

OpenChat

Get more out of LINE

Security/Privacy

About Business Alliances