LINE

Help

Security

Unauthorized Logins

Unauthorized Logins

Account stolen toggle

If your LINE account was stolen by someone logging in without your authorization, please contact us with the details using the Inquiry Form. We will delete the account to prevent any further unauthorized use. 

 

If you had any items, we can restore them after confirming they were on your old account. 

 

The following can be restored:

• The right to use your paid items, such as LINE stickers and themes (including those received as gifts)
• Your purchase history and Coin balance
• Your Credit purchased on LINE STORE

Was this page helpful?

Yes No

How to protect your account from unauthorized logins toggle
There have been many cases where unauthorized third parties have logged in to internet services using email addresses and passwords leaked from other services. Please note that no information registered to LINE, such as phone numbers, email addresses, and passwords, have been compromised.

If you are using the same email address and password for LINE as another service, we strongly recommend changing your password.


Reported cases of unauthorized logins
The following types of messages are often sent by a third party when an account is stolen. If you receive messages asking you to do any of the following from a friend, it is possible their account may have been stolen:

• Help me buy prepaid cards
 Help me buy iTunes cards
 I’m in trouble and need you to transfer money to my bank account

As they may change the content of their messages at any time, you should also suspect if your friend’s account has been stolen in the following cases:

 The messages don't sound like the way your friend talks
 A friend whom you have not spoken to for a long time suddenly asks you for money
 The friend's language is unnatural

Your friend’s account was stolen
If you suspect that your friend’s account may have been stolen, please contact them outside of LINE (in person, by text, by phone, or on a social network) to let them know.

Your account was stolen
If you are suddenly unable to access your account even though you did not make any changes to it, or if your friend contacts you to let you know that your account has been stolen, please see the following article:

Was this page helpful?

Yes No

Account Security

Can anyone see information like my phone number, LINE ID, or email address? toggle
Unless you share this information yourself on another site or with a friend, no one will be able to see it.
Note: The name you set on LINE, your profile photo, and status message will be visible to others.

Was this page helpful?

Yes No

What should I do if my phone is lost or stolen? toggle
If your phone is lost or stolen, please do the following. Please note that to do steps 2 and 3, you will need a mobile device on which you can install LINE.

1. Contact your mobile service carrier.
Inform your mobile service carrier of your situation and have them suspend your phone number or remotely lock your phone.

2. Transfer your LINE account.
LINE allows you to remotely retrieve the LINE account on your lost or stolen phone.

To do so, you will have to transfer the account. Please see the following article on how to do so.
https://help.line.me/line/android/categoryId/50000439/

The LINE app for smartphones does not allow the same account to be accessed by multiple devices. Therefore, if you install LINE on another device and log in to it using the information of the account on your lost phone, the account will become unavailable on your lost phone automatically.

3. Verify again using the same phone number.
If you cannot transfer your account using step 2, you can remotely disable your LINE account by verifying a new account using the same phone number used on the lost or stolen device. If you are verified using Facebook instead of a phone number, please use step 2 instead.

For more details on creating a new account using phone number verification (and disabling the account on your lost or stolen device), please see the following article.
https://help.line.me/line?contentId=20001192

IMPORTANT
By deleting your account, all data associated with it, such as your purchased items, LINE Coins, phone number registered to LINE, friends and groups list, chat history, and registration  with integrated apps (such as LINE GAME and LINE PLAY), will be deleted and cannot be restored.

4. Disable the account forcefully.
Accounts verified using phone numbers can be disabled forcefully. If you want us to do so, please inquire with us so we can provide you with a list of the documents required.

Was this page helpful?

Yes No

My friends are seeing duplicates of my account toggle
If you create a new LINE account on a new device without deleting the account on your previous device, you will end up having two accounts.

Your old account cannot be deleted if you are unable to use your previous device anymore. Please ask your friends to block your old account in this case.

Please see the following article for help with blocking friends:

Was this page helpful?

Yes No

Hiding your LINE ID from search results toggle

To hide your LINE ID from searches, please see the following steps:

 

1. Go to More > tap the profile icon.

2. Turn off Allow Others to Add by ID.

 

You can also open this menu by tapping this link from your smartphone.

 

Was this page helpful?

Yes No

Unknown login notifications toggle
You will receive a notification when you log in to LINE, LINE STORE or some of LINE’s related app services. If you received a login notification even though you did not log in to any of the above, we recommend that you take the following precautions. 

Disable logins from other devices
By turning off Allow Login, you will not be able to log in to other versions of LINE such as PC, iPad, etc.

1. Go to the More tab > tap Settings > Accounts.
2. Turn off Allow Login.

Settings



We also recommend changing your password. To change your password, please see this article.

If you do not recall logging in to your LINE account, a third party may have entered your email address and password.

If you received notifications even though you did not log in to your account, please see the set of instructions below that correspond to your situation.

I. If you can still use your LINE account
A third party may have attempted to log in to your LINE account from another smartphone. Please change your password.

To change your password, please see this article.

II. If you can no longer use your LINE account
A third party may be using your LINE account. You can retrieve your LINE account by logging in to it again on the smartphone you have been using it on within 24 hours of receiving the notification.

To log in to your account, please follow the steps below.

1. Start LINE and tap Log in.
2. Enter the email address and password registered to your account and tap OK, or select Login with Facebook. Please change your password after logging in.

Was this page helpful?

Yes No

Can someone see my profile if I have their phone number but they don’t have mine? toggle
If a person with your mobile phone number registered in their device's contacts starts using LINE, they will automatically be added to your friend list.
Note: They will not be added automatically if you have the Auto-add friends setting turned OFF.

If your phone number is not in the person's contacts, you will appear under Friend recommendations. In this case, your LINE display name, profile photo, status message, and Home cover photo will be visible, but the person won't be able to see any of your other information.

The only way to remove yourself from someone else’s friend recommendations is to delete your account. Also, if you have already been added as a friend, you'll continue to appear in the person's friend list unless your account is deleted.

For information on deleting your account, please see here.

Was this page helpful?

Yes No

Chat Security

Unknown login notifications toggle
You will receive a notification when you log in to LINE, LINE STORE or some of LINE’s related app services. If you received a login notification even though you did not log in to any of the above, we recommend that you take the following precautions. 

Disable logins from other devices
By turning off Allow Login, you will not be able to log in to other versions of LINE such as PC, iPad, etc.

1. Go to the More tab > tap Settings > Accounts.
2. Turn off Allow Login.

Settings



We also recommend changing your password. To change your password, please see this article.

If you do not recall logging in to your LINE account, a third party may have entered your email address and password.

If you received notifications even though you did not log in to your account, please see the set of instructions below that correspond to your situation.

I. If you can still use your LINE account
A third party may have attempted to log in to your LINE account from another smartphone. Please change your password.

To change your password, please see this article.

II. If you can no longer use your LINE account
A third party may be using your LINE account. You can retrieve your LINE account by logging in to it again on the smartphone you have been using it on within 24 hours of receiving the notification.

To log in to your account, please follow the steps below.

1. Start LINE and tap Log in.
2. Enter the email address and password registered to your account and tap OK, or select Login with Facebook. Please change your password after logging in.

Was this page helpful?

Yes No

Do I need to worry about other people being able to see my chats? toggle

We respect your privacy above all else, and your sent/received messages and other information are treated with the highest level of security. LINE has established strict internal rules to ensure that your messages are protected.

 

Nothing you send or receive can be viewed by LINE or any third parties not participating in a chat.

Was this page helpful?

Yes No

Preventing messages from strangers toggle
You can stop strangers from messaging you with the following steps.

1. On the More or Friends tab, tap Settings > Privacy.
2. Turn on the option for Filter messages.



With the Filter messages setting turned on, you will no longer receive messages from strangers, but you also will not receive messages from any acquaintances that are in your Friend recommendations.

Was this page helpful?

Yes No

Blocking LINE GAME messages toggle
To block messages from LINE GAME apps, please follow the steps below.

1. Go to the More or "..." tab > Settings > Notifications > Authorized Apps.
2. Tap the game you wish to block messages from.
3. Turn off Receive Messages and/or Receive Notifications.

If you turn off Receive Messages, you will not receive messages but will continue to receive any gifts your friends send you.

If you turn off Receive Notifications, you will still receive LINE messages, but will not be notified when they arrive.

Settings

Was this page helpful?

Yes No

Letter Sealing

What is Letter Sealing? toggle
Letter Sealing is a feature that provides end-to-end encryption (E2EE) for chat room messages. E2EE is a communication system designed so that messages saved on our servers are encrypted and cannot be read by anyone except the sender and receiver of the message.

Once the sender and receiver have both turned on Letter Sealing, they will be able to start sending messages with added security.

The following information will be encrypted:

• Text messages (not including messages sent through other services)
• Location information
• 1-on-1 free voice calls
Note: We plan to expand Letter Sealing’s functionality in the future.

If you use the PC version of LINE after turning on Letter Sealing, you will be required to verify your identity the first time you send a message.

To verify your identity, please refer to the following Help article:


In order to use this feature, you need to be using LINE version 5.3.0 or later. If you’re running an older version of the app, you can update it here.

Was this page helpful?

Yes No

How to set Letter Sealing toggle
Letter Sealing will be turned ON for the initial setup.

If you are using the iOS version of LINE and Letter Sealing is turned ON, you will not be able to preview messages.

We recommend keeping Letter Sealing turned ON at all times in order to protect your messages. If however, you would like to change the settings, please refer to the following steps. 

Please be sure to follow the steps on the smartphone version of LINE. If you are accessing this Help article from your smartphone, tap here to move to the settings screen.

1. Tap MoreSettings > Privacy.
2. Turn OFF Letter Sealing.

Was this page helpful?

Yes No

The screen to verify my identity for Letter Sealing is not appearing toggle
When verifying your identity on the PC version of LINE, if the screen to enter the verification code for Letter Sealing does not appear on the smartphone version of LINE, please try the following:

1. Start the smartphone version of LINE.
2. Go to MoreSettings Privacy.
3. Turn Letter Sealing OFF, then turn it back ON again.

Afterwards, please refer to the following Help article and try verifying your identity once again.

Was this page helpful?

Yes No

What are Letter Sealing key fingerprints? toggle
Letter Sealing uses unique, user-specific encryption keys which allow users to safely and securely send messages to one another.

LINE displays a short string, called a “key fingerprint” that uniquely identifies each user’s key.
Note: The actual keys are kept secret and will not appear on LINE.

You can use the key fingerprint to verify the identity of your friend and check that your chat is using end-to-end encryption.
Note: Use of key fingerprints is optional.

To compare key fingerprints, please see the following steps:

1. Open a chat with Letter Sealing turned ON.
2. Tap the V icon at the top-right of the screen > Chat settings > Encryption keys.
3. Compare the key fingerprints on both you and your friend's devices.

If the key fingerprints match, it means the chat is end-to-end encrypted.

To compare key fingerprints with your friend, we recommend meeting face-to-face or using a form of communication you trust.

Was this page helpful?

Yes No

Friend Security

Can someone see my profile if I have their phone number but they don’t have mine? toggle
If a person with your mobile phone number registered in their device's contacts starts using LINE, they will automatically be added to your friend list.
Note: They will not be added automatically if you have the Auto-add friends setting turned OFF.

If your phone number is not in the person's contacts, you will appear under Friend recommendations. In this case, your LINE display name, profile photo, status message, and Home cover photo will be visible, but the person won't be able to see any of your other information.

The only way to remove yourself from someone else’s friend recommendations is to delete your account. Also, if you have already been added as a friend, you'll continue to appear in the person's friend list unless your account is deleted.

For information on deleting your account, please see here.

Was this page helpful?

Yes No

Why does LINE utilize the contact information on my smartphone? toggle
When users carry out the procedures listed below, LINE will access the information required in the users’ contacts list/address book to make it easy for users to find their close friends (Only the telephone numbers and mobile email addresses in your contact information will be transferred to our servers. All information will be encrypted.)

1. At the registration screen, when users select OK at the “Your Address Book will be sent to LINE’s server” dialogue.
2. When the Auto Add Friends function is switched ON in Settings or when users push the circular icon next to the Last Auto Add dialogue, and then select OK at the “Your Address Book will be sent to LINE’s server” dialogue.

LINE will add mutual contacts to your Friends list automatically. If only one of you has the other as a contact, the one who has the contact information will be added to the other's Friend Recommendations list, while the recommended person will be added to the other's Friends list.

Your own phone number, and other information obtained from your contacts list/address book (phone numbers and email addresses) will not be disclosed and will be protected as follows:

1. Your contact information will be used only if you agree to the terms & conditions of LINE when signing up. The terms and conditions describe when and how LINE will use your personal information.
2. If you agree to allow LINE to find your friends, the telephone numbers and mobile email addresses in your contacts list/address book will be sent to our servers.
At this time, the required contact information will be encrypted and securely transferred to our server.
3. We use encrypted text when comparing your information with existing user information.

Please visit the following web page for more detailed information on our privacy policy:

http://terms.line.me/line_rules/

Was this page helpful?

Yes No

How will my contact information be stored on the servers? toggle
When you agree to allow LINE to find your friends, the information sent to our servers from your contact list (phone numbers and mobile email addresses) will be encrypted and securely stored on our servers. For more information on our privacy policy, please click on the link below.

http://terms.line.me/line_rules/

Was this page helpful?

Yes No

Can I prevent my contacts list information from being sent to LINE? toggle
To stop your contacts information from being sent to LINE:
1. Tap More > Settings > Friends.
2. Turn Auto-add friends OFF.

If you want to remove a user who has already been added as a friend, please see this Help article.

Was this page helpful?

Yes No

Can other people view my Friends list? toggle
Please be assured that no other users can view your Friends list.

Was this page helpful?

Yes No

Someone is impersonating me on LINE. toggle
If users select to send their phonebook data to LINE’s servers upon registering to LINE, phone numbers in their phone books will be used to search for their friends who are LINE users.
If we find those users, they will appear in the user's [Friends] list under the names registered in the user's phonebook.

Therefore if you have stopped using your number and someone else obtains it, a third party may be registered on your friends' [Friends] list under your name.

Please ensure that your friends do not have you registered under multiple phone numbers/mobile email addresses within their phonebook, and also check that they have not saved you under any details which are out of date such as previous phone numbers.

Was this page helpful?

Yes No

Preventing others from adding you toggle

If you do not want to be automatically added as a friend by someone who has your phone number, please follow the steps below.
Note: These steps will not affect existing friends.

 

1. Go to More > Settings.
2. Tap Friends.
3. Turn OFF Allow Others to Add.


To open the Settings menu from your smartphone, tap here.


Video tutorial: How to prevent others from adding you with a phone number 

Was this page helpful?

Yes No

Preventing ID search toggle

To prevent others from searching for your ID, please follow the steps below:


1. Go to More > Settings > Profile.
2. Turn OFF Allow Others to Add by ID.


Tap here to access the Profile menu from your smartphone.

Was this page helpful?

Yes No

Filtering messages from non-friends toggle

To filter messages from users who are not your friends, please follow the steps below:


1. Go to More > Settings.
2. Tap Privacy.
3. Turn ON Filter Messages.


Tap here to open the Settings menu from your smartphone.

Was this page helpful?

Yes No

Blocking users who appear under your friend recommendations toggle
You can block users on your Friend Recommendations list using the steps below:

1. Go to More > Add Friends.
2. Tap the user you wish to block.
3. Tap Block.

Note: It may take a while for the changes to take effect.

Was this page helpful?

Yes No

Blocking accounts toggle
The following happens when you block an account:

• You'll no longer be able to receive chats, voice calls, or video calls from the account.
• The account will be moved from your friend list to your Blocked users list.

Blocking an account from your friend list or Friend recommendations will not completely delete it from your account. To do so, please see the following Help article.


To block an account:
1. Tap the Friends tab.
2. Tap and hold the account you want to block.
3. Tap Block > OK.

To unblock an account:
1. Tap More > Settings.
Note: Tap here to open the Settings menu from your smartphone.
2. Tap Friends.
3. Tap Blocked users.
4. Tap Edit next to the account you want to unblock.
5. Tap Unblock

Note: It may take a while for the changes to take effect.

Was this page helpful?

Yes No

Removing friends toggle
Removing a friend deletes them from your friends list and, unlike blocking, cannot be undone. Please be careful when removing a friend you cannot contact otherwise.

Before you remove a friend, you must hide or block them.


To remove a friend, please follow the steps below.

1. Go to More > Settings.
2. Tap Friends.
3. Tap Hidden Users or Blocked Users.
4. Tap Edit by the user you want to remove.
5. Tap Remove.

Tap here to open the Settings menu from your smartphone.

Was this page helpful?

Yes No

Timeline and Home Security

Hiding Timeline posts from new friends toggle
By default, Timeline and Home posts are automatically made visible to newly added friends. To change this, please follow the steps below.

1. Go to the More tab.
2. Tap Settings.
3. Tap Timeline.
4. Uncheck “Allow New Friends.”

Was this page helpful?

Yes No

Hiding posts by specific friends on Timeline toggle
Your friends' posts will appear on your Timeline.

If you do not want to see posts from certain friends, please refer to the steps below to hide them.

1. Tap the "..." icon at the top right of a post by the friend whose posts you want to hide.
2. Tap Hide all posts from this user > OK.

Note:
- If you have set to hide posts from a friend, all of their posts will be removed and new posts will not appear on your Timeline.
- Friends will not be notified when you hide them.

Please follow the steps below to unhide a friend and see their new posts.

1. Tap More > Settings.
2. Tap Timeline > Timeline hidden list.
3. Tap Show next to the friend whose posts you want to see.
Note: If you choose to unhide the friend's posts, any posts that were previously hidden will not appear again.

Was this page helpful?

Yes No

On my Home, I see a post that was only set to share with specific friends on Timeline toggle
Posts you set to share only with yourself or specific friends will also appear on your Home. However, the content of those posts will only appear on your device.

When you choose a privacy setting other than Public for a Timeline post, it will not appear to friends outside of that setting or whom you have set as Excluded in your Timeline Share settings.
Note: The content of posts set to Only Me will not appear to anyone but yourself.

If a user other than your friends or whom you've set as Excluded in your Timeline Share settings visits your Home, they will only see posts that you've made Public.

Was this page helpful?

Yes No

Hiding and sharing posts toggle
You can hide a Timeline or Home post from certain friends using one of the methods below.

To hide a post when you make it (for LINE versions 6.6 and later):
Tap the privacy settings (Friends, Public, Only me, or Close friends) at the top of the post editing screen.

If you select Only me from the privacy settings, you'll be the only person who can see the post.

If you only want to share a post with certain friends, please see here.

To hide your posts from Settings:
1. Go to More > Settings > Timeline.
2. Tap the Included tab at the top of the Share settings screen.
3. Tap Exclude next to the name of the friend(s) you want to hide your posts from.

If you exclude a friend from your share settings, they will no longer be able to view any of your posts.

To share your posts again with someone you excluded:
1. Go to More > Settings > Timeline.
2. Tap the Excluded tab at the top of the Share settings screen.
3. Tap Include next to the name of the friend(s) you want to share your posts with.

Was this page helpful?

Yes No

Who can see your Timeline posts toggle
If both you and another user have added each other as friends on LINE, you'll be able to see each other's Timeline posts. Posts will not appear to either of you if only one of you has added the other as a friend.
Note: If you make a post Public on Timeline, users other than your friends will also be able to view it.

If you don't want a post to be viewed by certain friends, please configure your Share settings for those friends.

To hide your Timeline posts from friends you add in the future, please turn the Allow new friends setting OFF.

Was this page helpful?

Yes No

Hiding groups and friends from My Groups on Timeline toggle
Tapping the Friends or More tab > Settings > Groups will display the groups and friends who you've used the Notes or Albums features with. You can organize these groups and friends as My groups from the group icon at the top right of the Timeline screen.

To hide groups or friends from My groups:
1. At the top right of the Timeline screen, tap the group icon > settings icon at the top right > Edit groups.
2. Tap the "-" symbol on the groups or friends you want to hide, then tap OK.

Was this page helpful?

Yes No

My friend's Timeline posts don't appear anymore toggle
If a friend's Timeline posts no longer appear, it may be that:
• You are blocking your friend.
• Your friend has blocked you.
• You added your friend to your Timeline hidden list.
• Your friend's Share settings for Timeline are set to Excluded.
Note: If you've created a new account, please ask your friend to check their Share settings.

If you've blocked your friend or added them to your Timeline hidden list, you can view their Timeline posts again by unblocking them or removing them from your Blocked users list or Timeline hidden list.

Was this page helpful?

Yes No

Help Center