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What should I do if I have forgotten my LINE Pay passcode? toggle
If you have forgotten your LINE Pay passcode, you can reset it by following the steps below.

Please note if you do not have cards registered to LINE Pay or an email address registered to LINE, you will not be able to reset your passcode. If you incorrectly enter your card information more than five times, you will be restricted from resetting your passcode. In this case, please contact us here.

1. Tap Forgot your passcode? at the bottom of the screen where you enter your LINE Pay passcode. If you have a card registered, we will need to verify your card details for security reasons.
2. A pop-up will appear saying you will receive a verification code via phone call. Tap OK.
3. Enter the verification code you received via Text-to-Speech (TTS) to the phone number you registered on LINE and tap OK.
4. You will receive a temporary passcode to the email address you registered to your LINE account. 
5. Enter the temporary passcode.
6. At the pop-up ""Set a new passcode?"" tap OK and reset your passcode.

If you are not able to use your registered phone number, update LINE to the latest version and register a phone number that is able to receive phone calls.

If the above steps do not resolve your issue, please contact LINE Pay Customer Care.
LINE Pay Customer Care
Phone number: 02-6631-5166 (Taiwan)
9:00 am - 6:00 pm 7 days a week

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How do I change my LINE Pay passcode? toggle
You can change your passcode in the LINE Pay Settings. 

For security reasons, please ensure that you use a unique passcode that differs from passcodes you use on other websites. Also, be sure to change your passcode on a regular basis.

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Do I need to enable a passcode? toggle
Setting a LINE Pay passcode will protect your LINE Pay account in the event that your mobile phone is lost or stolen.

To protect information such as your LINE Pay balance and card details, please follow the steps below.

1. From LINE Pay go to Settings > Passcode.
2. Switch ON Toggle Passcode.

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Can I deactivate my account? toggle
To deactivate your account in the case of an emergency, such as if you lost your device, please apply here.

Please note that LINE Pay accounts are free, and no money will be moved unless you use LINE Pay to make payments or send money. 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 this article.

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

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I want to reactivate my account toggle
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 here.

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

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 More > LINE Pay from the LINE app.

• If you cannot reset your account and are having issues using it
Please contact us again after referring to this page.

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. You will also 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 this article.

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

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 here.

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 here.

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 here.

Your account was deactivated by our monitoring system
In order to prevent LINE Pay accounts from being stolen, we monitor how they are being used. If we suspect that an account is being used unlawfully, we can deactivate it.

If your account is deactivated, you can reactivate it by confirming your card details. To inquire about deactivated accounts, please contact us here.

You cannot access your account for reasons other than the above
Please contact us here if you have any questions.

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How to reactivate your account toggle
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 relevant to your country. 

- For Japan, see this article.

- For Taiwan, see this article.

- For Thailand, see this article.

- For Indonesia, see this article.

- For all other countries, see this article.

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Can I continue using LINE Pay after changing to a new device? toggle
Yes. As long as you have registered your email address with LINE, you can continue using LINE Pay even after switching to a new smartphone. 

When you install LINE on your new smartphone, select "LINE User Login" and log in with the email address you registered to continue using LINE. Your LINE Pay and OSA accounts will be linked automatically. 

However, you cannot use LINE Pay in the following cases:
1. If you carry over your account to an unsupported OS (all OSes other than iOS and Android, such as BlackBerry, Nokia, and Windows Phone)
2. If you carry over your LINE account using a phone number with a different country code

In these cases, please delete your LINE Pay account before switching to a new phone. If your OSA has any remaining balance, please withdraw it. If you have deleted your LINE Pay account without fully withdrawing your remaining balance, you can still withdraw the remaining balance at the counter of any Cathay Bank branch. 

Please see here for more details about how to delete your LINE Pay account.

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Why is all my LINE Pay information gone after switching to a new phone? toggle
If you create a new LINE account after switching to a new phone or reinstalling LINE, the system will not be able to link your LINE Pay information.

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

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

 

For steps on how to sign up for LINE Pay, please refer to the following Help article based on the country or region you are using LINE in.

 

Taiwan

Thailand

Other counties and regions

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How to verify your identity if you forgot your passcode toggle
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 relevant to your country. 

- For Japan, see this article.
- For Taiwan, see this article.
- For Thailand, see this article.
- For Indonesia, see this article.
- For all other countries, see this article.

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I don't know the phone number or email address registered to my LINE Pay account. toggle
The phone number and email address registered to your LINE Pay account will differ depending on which version of LINE you are using. In LINE go to More > Settings > LINE to check the app version. To confirm the phone number and email address registered to your LINE Pay account, follow the steps which apply to you.

LINE for Android
Version 5.4.1 or later - in LINE go to More > Settings > Account
Version 5.4.0 or earlier - in LINE Pay go to Settings > Registered Information

LINE for iOS
Version 5.3.1 or later - in LINE go to More > Settings > Account
Version 5.3.0 or earlier - in LINE Pay go to Settings > Registered Information

For information on the specification changes effective August 2015, see this notice.

Please note that you can still use LINE Cash, even if you have not registered an email address.

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Managing your LINE Pay passcode toggle
In addition to setting a password on your LINE account, you can also protect your LINE Pay account from unauthorized use by a third party by setting a separate 6-digit passcode on LINE Pay. Registering a LINE Pay passcode will strengthen security when making payments and allow you to use the service with peace of mind.
Note: If you have not set a LINE Pay passcode, please do so to ensure that you can use the service safely and securely.

Please be sure to protect the password you register to your LINE account as well as your LINE Pay passcode.

If you lose your device, please request to deactivate your LINE Pay account from this link.

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I can't verify my card information toggle
If you register a card issued by CTBC or Taishin Bank and set it as a main card or the card for making payments with My Code, your phone number registered to LINE and credit card registered to LINE Pay will be checked to make sure they match the information registered with your card company.
 
If your LINE Pay account was restricted because the LINE Pay Terms of Use were found to be violated, and you are asked to verify your identity to make secure transactions, you can use the service again after the verification has been completed. If your information does not match, you will not be able to remove the restriction or make payments with LINE Pay.

In the case that your information does not match, please make sure your phone number registered with your card company is the same as the one registered to LINE and try verifying your identity once more.
 
Important:
- You cannot use CTBC/Taishin Bank family cards (supplementary cards).
- If you change your debit card information, it will usually take 1 to 2 days for the bank information to be updated.

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Why can't I set a passcode? toggle
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
E.g. 111***

• There are less than two kinds of numbers, even if they are not consecutive
E.g. 202020

• There is a set of three numbers in ascending or descending order
E.g. 123***, 876***

• The last four digits of the phone number registered to LINE Pay is used
E.g. If your registered phone number is 090-1234-5678, your passcode can't include 5678.

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