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What should I do if I have forgotten my passcode? toggle
If you have forgotten your passcode, please follow the steps below to reset it. 

1. Tap Forgot your passcode? found under the passcode input box, then tap OK.
2. Select a verification method to verify your identity.
 To verify your identity, choose one of the following:
 - Registered credit card (you must wait 24 hours after registering the card as your payment method)
 - Registered bank account
 Note: Your account will be restricted if you enter the wrong card or account information more than five times. In this case you will not be able to reactivate your account yourself. Please contact us here.

3. Please enter the required information for the relevant verification method you chose and tap OK.
4. Tap OK on the notification pop-up on the screen to receive the verification code by phone call.
5. Enter the verification code announced through the call and tap OK. 
 Note: You will receive a phone call from a private or overseas number to the phone number you registered with LINE.
6. If you have an email address registered to LINE, a temporary passcode will be sent to that email address. Enter the temporary passcode into the passcode screen.
7. Tap OK on the pop-up saying "Set a new passcode?" and reset your passcode.

Note:
- For those with a LINE Money account that use Japan Post Bank; when asked for addition information to verify your identity for resetting your passcode, you will need to enter in the converted branch code and account number that was done beforehand.
- For more information about converting the branch code and account number, please see this page.
- For LINE Cash account users, please contact us via this form.

If the steps to reset your passcode do not appear, but the screen to delete your account does:
For security reasons, you will not be able to reset your passcode if you do not have either a credit card, bank account to add money to LINE Pay, or an email address registered to LINE Pay.

In this case, please delete your LINE Pay account from the Delete LINE Pay Account screen, then once again register with LINE Pay. Upon re-registering, your previous purchase history will be deleted.

If you do not know or cannot use your registered phone number:
After updating to the latest version of LINE, register a phone number that is able to receive calls.

If you have a balance on your LINE Pay account but are unable to reset your passcode:
Please contact LINE Pay Customer Care.

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

Steps to change your passcode:
1. Go to LINE Pay Settings.
2. Tap Passcode.
3. Tap Reset Passcode.
4. Enter your current passcode.
5. Enter your new passcode.

To ensure the security of your account, please use a different passcode for LINE Pay from other services, and change it regularly.

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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 are unable to access your LINE Pay account, please refer to the appropriate section on how to reactivate it.

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 have forgotten your LINE Pay account passcode, the steps to set a new one differ depending on your registered country (the country code of the phone number you registered to your LINE account). After confirming your country code, please refer to the following:

• If your registered country is Japan, see this article.
• If your registered country is Taiwan, see this article.
• For all other countries, see this article.

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 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 your account because you changed your device
When carrying over 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. Additionally, if you had an email address registered to your LINE account and cancel it, you will also not be able to use your LINE Pay account.

For more information on carrying over your account, please refer to this article. If you cannot use your LINE Pay account because you changed devices, please contact us here.

You cannot use 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 card or bank account information 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.

You cannot use your account for reasons other than the above
Please contact us here.

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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, you can continue using LINE Pay even if you change to a new device.

To do so, install LINE on your new device and log in via "LINE User Login" to carry over your LINE account and your LINE Pay account information. Please see this article for the detailed carry over procedure.

However, you will not be able to use LINE Pay in the following cases.

1. If you carry over your LINE account to a device operating on an OS not supported by LINE Pay. OSes other than iOS and Android are not supported, including BlackBerry, Nokia, and Windows Phone.
2. If you carry over your LINE account to a device not supported by LINE Pay. Devices other than a smartphone, such as tablets, are not supported.
3. If you carry over your LINE account to a phone number from a different country.

Please see this article for details about carrying over your LINE account to a phone number from a different country.

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Why can't I use LINE Pay on my new device? toggle
If you create a new account instead of performing LINE User Login after changing to a new device or reinstalling LINE, your LINE Pay account information will not be carried over.

Please see this article for how to carry over your LINE account.

To use LINE Pay on your new LINE account, please sign up again. If you have any LINE Cash or Money remaining in your old LINE Pay account, you can move them to your new account using the steps below.

1. Apply here. We will check your personal information and confirm your identity by mail.
2. After receiving the mail from us, send us the code at the bottom to us using the Reply URL indicated at the end of the message.

Once the above steps are complete, we will move any remaining LINE Cash or Money to your new LINE Pay account. However, your detailed usage history will not be restored.

Please note that it may take up to a week for the postal identification confirmation process depending on postal congestion.

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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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Can I change my registered name? toggle
If your name changed for a reason, such as marriage, you will be able to change your registered name.
Note: First check your Balance Type by starting the LINE Pay app and tapping Settings.

For LINE Money account holders:
Please contact us via the Problem Report Form.

For LINE Cash account holders:
You will be able to change your name when you verify your identity. For more information, please see here.

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