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Friend/group-related issues

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Friend/group-related issues

Friend and profile information differs from what others see/Changes to settings do not appear

This happens when your device cannot auto-sync with our servers for some reason. Update LINE to the latest version here, then restart your device.

If you've updated LINE and restarted the app as well as your device but are still experiencing the issue, check the information below for the issue you're having.

Your friend and group information differs from what others see

Affected information: Friends, groups, group invitations, friend recommendations, favorites, hidden accounts, and blocked accounts
E.g. The group name you see differs from the name your friends see; You receive chat messages from someone whose account you've blocked.

Try manually syncing your friend and group information yourself by tapping this link from the smartphone that you use with LINE.
Note: Do not sync your information multiple times in a row.

Your profile information differs from what others see/Changes to settings do not appear

Affected information: Profile photo, display name, status message, LINE ID, LINE Profile+, and other settings
E.g. The profile photo you set differs from the one your friends see on their LINE accounts.

Try manually syncing your profile and settings information yourself by tapping this link from the smartphone that you use with LINE.
Note: Do not sync your information multiple times in a row.

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My friend's account appears, but a different person is using it

Important: The contents of this article only apply to LINE accounts created with LINE versions earlier than 13.11.0.

If the owner of a phone number registered in your device's contacts has changed or if the phone number is incorrectly registered in your contacts, it will create a situation in which the LINE account of a friend that appears in your friend list is actually being used by a different person.

Useful info

• Syncing LINE with your device's contacts is a feature that automatically adds friends registered in your contacts as friends on LINE.

• You can see the name someone has set on LINE for their account by tapping the pencil icon next to their display name. If you see an unfamiliar name, it's possible that your friend has already changed their phone number.

See the following section based on your situation.

Issues happening on your LINE account

• Someone who doesn't use LINE appears in your friend list

Make sure your friend's phone number is current and registered correctly in your device's contacts.

• An account that appears in your friend list belongs to someone you don't know

Check whether you've registered multiple phone numbers for your friend in your device's contacts.

• The name of someone in your friend list suddenly changed

Check whether you changed their registered name in your device's contacts.

• There's an account that appears in your friend list under your name

Check whether an old phone number from a previous contract is registered under your name in your device's contacts.

Issues happening on another person's device

• An account or multiple accounts under your name appear in your friend's LINE account despite not using the service

Check whether your old phone number from a previous contract is registered in the contacts of your friend's device.

• Someone you don't know sees your name on their LINE account when you register your phone number for a new contact on LINE

Your phone number for a new contract (that previously belonged to someone else) is likely registered in the contacts of the unfamiliar person's device.

Useful info

• If someone you don't know appears in your friend list, you can delete them after hiding or blocking them.

• We recommend turning on the Filter messages setting to prevent receiving messages from users you don't know.

If you're still having issues after you've confirmed everything above, your device information may not be synced with the information on LINE's servers.

If you're unable to sync your device information with LINE's servers, refer to the following Help article.

Friend and profile information differs from what others see/Changes to settings do not appear

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My friends don't appear

If all of your friends have stopped appearing

You may have minimized your friend list. Please tap the light gray bar that says "Friends (number)" on the Friends tab to display them all again.

If only some of your friends have stopped appearing

It may be for one of the following reasons:

• They deleted their accounts

• You blocked, hid, or deleted their accounts

For the steps to unblock an account, see here.

For the steps to unhide an account, see here.

Note: You cannot undo deleting a friend. In this case, please add them again.

If your friends and groups disappeared after transferring your account, see this Help article.

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I can't add friends using ID Search

If you're not able to add friends using ID search, check the settings below.

If your friend can't find you:

1. Tap the Home tab > Profile or Edit profile.

2. Turn ON Allow others to add me by ID.

Note: You can also go to the profile screen here.

If you can't find your friend:

Your friend may not have turned ON Allow others to add me by ID. Please ask them to check their settings.

To prevent the username search feature from being abused, the feature will temporarily be suspended if a username is searched for (or the wrong ID is entered) too many times. Please understand that we cannot provide any details about how long accounts are suspended for due to security reasons.

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I can't add friends via QR code

If your friend can't scan your QR code, try regenerating it by following the steps below.

1. Tap the QR code icon on the right side of the search bar.

2. Tap My QR code.

3. Tap Regenerate > OK.

Note: The search bar appears at the top of the Home, Chats, and News tabs.

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Contacts on my device don't appear in my friend list

If contacts from your device are not appearing in your friend list, it may be because:

• You or your friend have the “Allow others to add me” setting turned off.

• They were added to your Blocked or Hidden users list.

• They are appearing in your Friend recommendations.

For more details, refer to the following Help pages:

Adding friends

How friend recommendations work

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Why does a blocked or removed friend still appear in my game rankings?

The reason will differ for each game. Please start the game and contact the LINE Games team using the inquiry form found inside the app.

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I have Auto-add friends turned on, but my contact wasn't added

If you have Auto-add friends turned on but one of your contacts wasn't added to your friend list on LINE, check the information below.

Your contact's LINE account settings

A contact cannot be automatically added if:

• They turned off the Allow others to add me setting.

Note: Check to see if they appear in your Friend recommendations (this link is accessible on your smartphone).

• They don't have a phone number registered to their LINE account.

Note: This only applies to accounts created with LINE versions earlier than 13.11.0.

Your LINE account settings

The contact might have been added to your Hidden accounts or Blocked accounts list.

To check:

1. Go to the Home tab and tap Settings.

2. Tap Friends.

3. Tap Hidden accounts or Blocked accounts.

If your contact appears in one of these lists, tap Edit and select Unhide or Unblock.

Note: You won't be able to check your contact's account if it was deleted from the Hidden accounts or Blocked accounts list.

If your contact is still not automatically added to your friend list after checking the above, see this Help article and add them manually.

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I receive the message “The account you are trying to add cannot accept any more friends.”

There is a limit on the number of users you can add as a friend, and who can add you as a friend.

If the message “Sorry, the account you are trying to add cannot accept any more friends.” appears when you try to add a user, it means they cannot be added as a friend because they have already been added by too many other users.

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Re-adding deleted friends

There is no feature to re-add friends (e.g. undo deleting a friend, add a friend again) that were deleted after blocking/hiding them.

To re-add a friend, try the following methods.

Add a friend via ID/phone number search or a QR code

To add a friend, check the details in the following Help article.

Note: Adding friends via phone number only applies to LINE accounts created with LINE versions earlier than 13.11.0.

Adding friends

Add a friend from a chat

1. Open LINE, tap the Chats tab, and then choose the chat with your friend.

2. Tap Add.

If the chat with your friend is hidden, try unhiding the chat and adding your friend again. However, you won't be able to unhide a chat if you deleted it.

Unhide a chat

1. From the Home tab, tap Settings > Chats > Hidden chats.

2. Tap Edit next to the friend you deleted > Unhide chat.

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Preventing chats messages from people you don’t know and group invitations

To prevent spam messages and group invitations from people in your friend recommendations, try configuring the following settings.

Turn on Filter messages

With the Filter messages setting, you can reject messages from people that appear in your friend recommendations, as well as group invitations. Keep in mind that this setting does not apply to messages and group invitations from users you've already added as friends on LINE.

To filter messages:

1. From the Home tab, tap Settings > .

2. Turn Filter messages ON.

Note: Tap here to open the Privacy settings screen from your smartphone.

Turn off Allow others to add me by ID

You can prevent people from adding you as a friend with your LINE ID.

To prevent people from adding you by ID:

1. From the Home tab, tap Settings > Profile.

2. Turn Allow others to add me by ID OFF.

Note: Tap here to go to the Profile settings screen from your smartphone.

Turn off Allow others to add me

You can prevent people from adding you based on your phone number by turning off Allow others to add me.

Note: Adding friends based on phone numbers only applies to LINE accounts registered with LINE versions earlier than 13.11.0.

If you want to add friends with the above-mentioned setting turned off, do so using the ID search option or with a QR code.

To prevent people from adding you with your phone number:

1. From the Home tab, tap Settings > Friends.

2. Turn Allow others to add me OFF.

Note: Tap here to go to the Settings screen from your smartphone.

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People I don't know are showing up in my friend recommendations

When someone you don't know adds you on LINE, their name will appear in your friend recommendations.

For details about friend recommendations, see the following Help article.

How friend recommendations work

To prevent people you don't know from appearing in your friend recommendations, see the following Help articles and configure the relevant settings.

Preventing others from adding you
Preventing ID search

If someone you don't know already appears in your friend recommendations, please consider blocking or deleting them.

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I get an error when creating/deleting/inviting others to groups

Your use of the service may have been restricted due to violating (or being suspected of violating) the Terms and Conditions of Use. Below are the main standards for what constitute violations.

• Posting content that is generally considered unacceptable, such as abusive language, obscene content, or any other obscene expressions.

• Exchanging personal information (e.g. phone number, address, LINE ID), or continually inviting or soliciting others to meet in person.

• Engaging in any unlawful acts, such as the illegal trading of banned substances, stocks, etc.

• Acts of planning or inviting minors to inappropriate meetings or assemblies.

• Acts deemed to be spamming, such as sending multiple stickers or posts in a row over a short period of time.

Note: For security reasons, we do not provide details regarding the basis for what violates our Terms and Conditions of Use, or why the service has been suspended.

The temporary suspension period is between 24 hours and seven days. However, suspensions longer than seven days may be applied depending on the details of the violation.

Note: You can use the suspended feature again once the suspension period is over.

Please refer to Standards regarding posts on LINE on LINE Safety Center and take care not to engage in any activity that could result in your use being suspended in the future.

If you don't remember doing anything that could have violated the Terms and Conditions of Use, contact us via this Inquiry Form and we will look into the matter.

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