LINE

LINE

FAQs

What should I do if I encounter a problem when using LINE?

If you experience a problem when using LINE, please try the steps below. If you need any assistance with them, please contact your mobile phone manufacturer.

Note:
Sometimes, you may be asked to log in to your account again after updating the app or your OS. Please register you email address or verify your Facebook account using the steps here to ensure that you can carry over your account successfully.

1. Update the LINE app.
2. Restart the LINE app (details).
3. Restart your device.
4. Update your OS.
5. Delete the LINE app’s cache.
6. Delete any unnecessary apps and data.

Can I carry over my previous account information after I change my device?

You can carry over your account information only if you have performed either of the following on your old device BEFORE changing to a new one.

If you do not fulfill either of the following conditions, you will not be able to carry over your previous account.

Conditions for carrying over your account:
1. You have registered an email address and password under Email Registration or Email Account Registration
2. You have linked your LINE account to your Facebook account

The following account info can be carried over:
- Friends/Groups lists
- Profile info (profile photo, name, "What’s up?" messages, user ID)
- The right to use your own sticker sets
- Purchase history of paid-for items and Coins
Please note that LINE Coins cannot be carried over if switching to a device which operates on a different OS.

Backing up chat history
You cannot carry over chat history using this feature. To backup your chat history, please refer to the following Help sections.

1. How do I back up my Chat History?
 - iOS users: click here
 - Android OS users: click here
The Export Chat History function is not available on the BlackBerry version of LINE.

Please refer to the following for instructions on how to carry over your account on your new device.

[1] Carrying over your account using your email address
How to register your email BEFORE changing devices
1. Start LINE and go into the Settings
2. Tap Email Registration or Email Account Registration
3. Enter your email and a password

How to carry over your previous LINE account after switching devices
[For iPhone (iOS) + Android + Windows Phone Users]
1. Start LINE
2. Tap LINE User Login
3. Enter the email and password you registered on your previous device

[For BlackBerry Users]
1. Start LINE
2. Enter the verification code and tap Login with Email.
3. Enter the email and password you registered on your previous device

[2] Carrying over your account using Facebook
How to link your Facebook account to LINE BEFORE changing devices
1. Start LINE and go into the Settings
2. Tap Accounts
3. Tap Link next to Facebook

How to carry over your previous LINE account after switching devices
1. Install the LINE app and tap LINE User Login
2. Tap Login with Facebook

If you are already logged in to Facebook:
3. Check the terms of the Facebook app to complete registration.

If you are not logged in to Facebook:
3. Login to Facebook at the login screen
4. Tap Delete & Continue (The LINE account on your previous device will be deleted by doing so.)

We hope this helps.

What should I do if I forgot my password?

If you have forgotten your password, please follow the steps below to send yourself a new one.

The new password will be sent to your registered email address.

1. To change your email address or password
If you are trying to change your email address or password and cannot recall your password, please follow these steps to send yourself a new one.

a Tap More on the main menu bar.
b. Tap Settings.
c. Tap Accounts.
d. Tap Change Your Email or Email Account Registration.
e. Tap Change Your Email or Change your registered email address.
f. Tap Forgot your password?
g. Tap OK.

Click here if you do not receive the password reset email.

2. To carry over your account
If you are performing LINE User Login after changing to a new device or reinstalling the app and cannot recall your password, please follow these steps to send yourself a new one.

a. Tap LINE User Login.
b. Tap or Forgot your password?
c. Enter your registered email address.
d. Tap OK.

Click here if you do not receive the password reset email.

We hope this helps.

Can I use more than 1 sim card per device?

You can only register 1 phone number for each device.
As LINE is designed to verify your account using your phone number and device, your account details will be reset by changing or taking out your sim card.

Can I use the same LINE account from multiple devices?

We are sorry to say that you cannot access a single account from multiple devices using the app version of LINE. However we do have a PC version of LINE (details follow).

Please note, you cannot use the same account on 2 or more smartphones. Also, for tablets and smartphones, if you have the LINE APP installed on each device, you cannot use the same LINE account for both the LINE apps.
You can only verify one smartphone per mobile phone number/email address.

To register LINE for use on a different device, please make sure that you have another phone number or email address available for each device.
★If you access the same LINE account from another device using the same email address/phone number, your LINE account will be automatically deleted from the previous device.

If you wish to use LINE on your PC, you can access the same LINE account as the one on your smartphone by using the PC version of LINE.
To access the PC version of LINE, please register your email address first from the smartphone version of LINE as follows:

▼How to register your email
1) Start LINE on your smartphone
2) Tap More on the main menu bar
3) Tap Settings
4) Tap Email Registration
5) Register your email address and password

After the registration is complete, please access download the client software for the PC version of LINE from the following link and login:

▼PC version of LINE
http://line.me/en/download

I registered an invalid email address. What should I do?

Please do the following to unregister your email address.

1. Tap More on the main menu bar (or "..." at the top right for Windows Phone users).
2. Tap Settings.
3. Tap Accounts.
4. Tap Change Your Email or Email Account Registration.
5. Tap Cancel Registration.
6. Enter your password and tap OK.
7. Tap Cancel Registration or OK.

Once you see the pop-up message informing you of the cancellation, your email registration has been cancelled.

If you have forgotten your password:
Tap Change Your Password and tap Forgot your password? below the OK button. This will send a temporary password to your inbox.

If you are unable to receive the temporary password, please refer to the following page for more help.

If you have forgotten your password and registered an invalid email address:
Please visit this help page inside the LINE app on your smartphone, fill in your details in the Problem Report Form, and send us an inquiry.

To get to the help page inside the LINE app, tap More on the main menu bar, followed by Settings, then Help. For Windows Phone users, tap "..." at the top right of the main screen, followed by Settings, then Help.

We can only reply to inquiries sent to us using the steps above. Thank you for your kind understanding and cooperation.

I received a notification but cannot see the new message.

It may take some time for a message to be actually displayed after the notification is received. If you are still unable to see the message in the chat room some time after receiving the notification, please try the following.

1. Go back to the Chats list, then open the chat room again

2. Restart the app
Please see this page for more details on how to restart the app.

Why am I not receiving notifications?

Please check your notification settings:

Notification settings for LINE

1. Tap More on the main menu bar
2. Tap Settings
3. Tap Notifications
4. Configure each setting as required

Notification settings for each chat room

One-to-one or multiple user chats

1. Tap Chats on the main menu bar
2. Tap the chat room you wish to change the settings for
3. Tap the V button at the upper right
4. Tap Notifications or Turn on/off Alerts

Group chats
1. Tap Friends on the main menu bar
2. Tap the group you wish to change the settings for
3. Tap Chat
4. Tap the V button at the upper right
5. Tap Notifications or Turn on/off Alerts

Device Settings

iOS devices
1. Open your device Settings
2. Tap Notifications
3. Select LINE from the list
4. Configure the settings as you wish

Android devices
If you force-quit the LINE app, notifications for new messages may be delayed or not received. If you need to force-quit the LINE app for any reason, please start it up again and open the relevant chat room. We recommend that you do not force-quit the app.

I'm having trouble with the stickers/Coins I purchased.

[For iOS users]

We would appreciate it if you could please try the following steps.

After logging in with the Apple ID which was used to purchase the stickers:
1) Tap [More] on the main menu
2) Tap [Settings]
3) Tap [Stickers]
4) Tap [Purchase History]
5) Tap [Restore Sticker Purchases]

If the problem still cannot be resolved, please contact us via the Problem Report Form below.

We will need your App Store order number in order to process your inquiry. If you are not sure where to find your order number, please refer to the following link.

http://support.apple.com/kb/HT2727?viewlocale=en_US

[For Android users]

We will need your Google Play order number in order to process your inquiry.

1. If you have the order receipt email from Google Play, the order number can be found in the email.

2. If you do not have the order receipt email, please login to your Google Wallet and check the transaction ID of the relevant transaction.

 ・Google Wallet   
 https://wallet.google.com/   
 *If you need help logging in to Google Wallet, please contact Google directly.
   
Please send us your order number using the Problem Report Form. We will look into the problem and get back to you as soon as possible.

How do I use the PC version of LINE?

To use the PC version of LINE you will need to register an email to your LINE account on your smartphone or tablet using the steps below. You cannot register as a new user from PC version.

1. Register your email address on your smartphone following these instructions.

2. Download LINE on your PC from the following webpage.
http://line.me/en/download

3. Log in to the PC version of LINE using the email address and password registered in step 1.

A list of OSes supported by LINE is available here.

What does the gray exclamation mark in the chat window mean?

A gray exclamation mark right next to a message or picture indicates that the item was not delivered successfully. Please try sending the item again later when the network becomes stable.

To resend a failed message, please do the the following:
1. Tap the exclamation mark.
2. Tap Resend.

Categories

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