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What should I do if I have forgotten my passcode? toggle

If you have forgotten your password, please change it by referring to the steps below:


1. At the bottom of the password entry screen, tap Forgot your PIN?
2. On the screen to verify your identity, enter your name and answer your secret question, then tap OK.
3. Log in with the new passcode that was sent to you via SMS.


If you have forgotten the answers to the secret question you set when you signed up for LINE Pay e-cash, or if you are unable to verify the information you entered, please contact Bank Mandiri at the following email address:


Bank Mandiri Call Center:14000
Email address:mandiricare@bankmandiri.co.id  

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How to change your passcode toggle

To change your passcode, please refer to the following steps:


1. From the LINE Pay e-cash main menu, tap Settings > Passcode > Change Passcode.
2. Enter your current passcode.
3. Enter a new passcode.


In order to use LINE Pay e-cash safely, we recommend setting a passcode that is different from those you may have set for another service, as well as changing your passcode regularly. 

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Do I need to enable a passcode lock? toggle

Setting a LINE Pay e-cash passcode serves as a means to protect your LINE Pay account in the event your mobile phone is lost or stolen.


To protect information such as your LINE Pay e-cash balance and card details, please follow the steps below:


1. From the LINE Pay e-cash menu, tap Settings > Passcode.
2. Turn on Passcode Lock

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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 use the same LINE Pay e-cash account on multiple devices? toggle
Your LINE Pay e-cash account cannot be used on multiple devices at the same time.

You can only use your LINE Pay e-cash account on the LINE account it was registered to. For this reason, you can only use your LINE Pay e-cash account on one LINE account.

To sign up for a LINE Pay e-cash account, please refer to the following Help article:
Sign up for LINE Pay e-cash

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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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What should I do if I'm locked out of my account? toggle
If you entered the wrong LINE Pay e-cash passcode 3 times and are locked from your account, please contact:

Bank Mandiri Call Center: 14000
Email address: mandiricare@bankmandiri.co.id 

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What should I do if I forgot the answer to my secret question? toggle

If you have forgotten the answer to the secret question you set up at the time you signed up for LINE Pay e-cash, or if the information you entered is unable to be verified, please contact:

 

Bank Mandiri Call Center: 14000

Email address: mandiricare@bankmandiri.co.id

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I want to reactivate my account toggle
If you are unable to access your LINE Pay e-cash account, please refer to the appropriate section on how to reactivate it.

You carried over your LINE account using a phone number from a different country
When you carry over your LINE account (using your registered email address or the Facebook account it is linked with), use of your LINE Pay e-cash 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 e-cash account is restricted, you can delete it yourself, or use your existing LINE Pay e-cash account again.

• Deleting your LINE Pay e-cash account
When you tap Reset Account from the lockout screen, all of the information from the LINE Pay e-cash account you had been using until now will be deleted, and you can register again.

• Using the LINE Pay e-cash 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 e-cash 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 e-cash because you changed your device
Please refer to the following Help article:

You forgot your passcode
Please refer to the following Help article:

Your account is locked because you entered the wrong passcode three times
Please refer to the following Help article:

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Can I continue using LINE Pay e-cash after changing to a new device? toggle

Yes, you will be able to continue using LINE Pay e-cash after changing devices. Your LINE Pay e-cash information will automatically be carried over when you carry over your LINE account to a new device.


For steps on how to carry over your account, please refer to the following Help article:

Carrying over a LINE account


Important
You will not be able to use LINE Pay e-cash in the following cases:
- If you carry over your account to an OS other than iOS or Android (e.g. BlackBerry, Nokia, Windows Phone, etc.) that does not support LINE Pay e-cash.
- If you carry over your account using a phone number from a different country.
 

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Why can't I use LINE Pay e-cash on my new device? toggle
After changing devices or reinstalling the LINE app, if you accidentally created a new account without carrying over your previous account, you will be unable to carry over your LINE Pay e-cash information.

For more information on how to carry over your LINE account, please refer to the Help article here.

If you wish to use your current LINE Pay e-cash account along with your linked Mandiri e-cash account on your new LINE account, please verify your Mandiri e-cash PIN and OTP.

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