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I forgot my passcode toggle
If you've forgotten your passcode, you can reset it by following the steps below.

1. Tap Forgot your passcode? under the passcode input box.
2. Select one of the following methods for verifying your identity.

• Registered credit card
Note: You need to wait 24 hours after registering a credit card as your payment method.
• Registered LINE Pay card
• Registered bank account
Note: Your account will be restricted if you enter the wrong information five times. If this happens, you will not be able to reactivate your account yourself, so please contact us here.

3. Enter the required information for the verification method you chose and tap OK.
4. Tap OK on the pop-up notification about receiving the verification code phone call.
Note: You'll receive a phone call from 0120-926-348 to the phone number you registered with LINE and hear voice guidance.
5. Enter the verification code you received over the phone and tap OK.
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:
- If you have a LINE Money account and use Japan Post Bank, you'll be asked for additional identity verification information for resetting your passcode. Be sure to enter your converted branch code and account number.
- For more information about converting the branch code and account number, please see this website. (Only available in Japanese)
- 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 don't have a credit card, LINE Pay 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 register for LINE Pay again.
Note: 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 can receive phone 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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Changing your passcode toggle
To change your passcode:
1. From the LINE Pay menu, go to Settings > Passcode (PIN) > Change Passcode (PIN).
2. Enter your current passcode.
3. Enter your new passcode on the "Set Passcode" screen.

For the best online security, make sure to set a different password/passcode for each internet service you use.

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About passcode lock toggle
Setting a passcode on LINE Pay lets you protect your account and the important information it contains (such as your balance and card information) in case your phone is lost or stolen.

To set your passcode, go to the LINE Pay main menu and tap Settings > 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're unable to access your LINE Pay account, please refer to the section below on how to reactivate it which applies to your situation.

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.

If you haven't set a LINE Pay passcode, you won't be able to reactivate your account yourself. In this case, please contact us here.

You transferred your LINE account using a phone number from a different country
When you transfer your LINE account (using your registered email address or linked Facebook account), 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 Wallet > 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 devices
If you accidentally deleted your account or created a new one when transferring your LINE account to a new device, you will not be able to access your LINE Pay account. You will also be unable to use your LINE Pay account if you cancel your registered email address from your LINE account.

For more information on transferring your account, see this article.

If you can't use your LINE Pay account because you changed devices, please contact us here.

You transferred your account without setting a passcode and your account was deactivated
If you transferred your LINE account without setting a LINE Pay passcode, your LINE Pay account will be deactivated as a security measure. If you'd like to use LINE Pay again, please contact us here.

You cannot access 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, 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 access 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 still use LINE Pay after changing devices? toggle
In the event you changed or repaired your device, you can continue using LINE Pay.

Select Log in after reinstalling the LINE app on your new device to transfer your LINE account. Your LINE Pay information will also be transferred automatically.

See here for steps on how to transfer your LINE account.

Please be aware that you will not be able to use LINE Pay after transferring your account in the following cases. If any of the following apply to your situation, please delete your LINE Pay account before changing devices.

• You are transferring your account to a device with an OS that does not support LINE Pay.
Note: Other than iOS and Android, OSes such as BlackBerry, Nokia, and Windows Phone are not supported.

• You are transferring your account to a device that does not support LINE Pay.
Note: Other than a smartphone, devices such as tablets are not supported.

• You are transferring your account with a phone number that was issued from another country.

If you transferred your LINE account with a phone number issued from a different country, see here.

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I can't use my account after changing devices toggle
You won't be able to transfer your LINE Pay account if you aren't able to transfer your LINE account. To use LINE Pay on your new LINE account, you'll need to sign up for the service with a new account.

If you had a balance left over on your previous LINE Pay account, please apply to have it transferred via the Problem Report Form.

After you contact us from the form above, we'll assist you with the documents required for us to transfer your balance after we verify your phone number and other information.

Please understand that you won't be able to transfer the payment details from your previous LINE Pay account.

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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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How can I check the phone number and email address registered to my LINE Pay account? toggle
To check the phone number and email address registered to your LINE Pay account:
1. From the main menu on LINE, tap More.
2. Tap LINE Pay.
3. Tap Settings > My Info.

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Changing your registered name or address toggle
See the relevant information below after checking your Balance Type. (You can find it by going to LINE Pay > Settings.)
Note: You can only apply to change your registered information from the smartphone you use with LINE Pay.

For LINE Money account holders:
• If you want to change your name or address, apply here. You will need one of the following photo IDs:
- Driver's license
- 運転経歴証明書 (card issued for returning your driver's license)
- Japanese passport
- Individual Number ("My Number") Card
Note: The notification card for your Individual Number is not accepted.
- Residence card
- Special permanent resident certificate

• If you want to change or edit registered information other than your name and address, contact us via this Inquiry Form.

For LINE Cash account holders:
Please verify your identity. For more information, see this Help article.

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Why can't I set a passcode? toggle
In order to use LINE Pay safely, you're required to set a 6-digit passcode.

Please be aware that you cannot set one if:

• The same number is being used three or more times consecutively
E.g. 111***

• There are less than two kinds of numbers, even if they are not consecutive
E.g. 202020

• There is a set of three numbers in ascending or descending order
E.g. 123***, 876***

• The last four digits of the phone number registered to LINE Pay is used
E.g. If your registered phone number is 090-1234-5678, your passcode can't include 5678.

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I want to use LINE Pay without having to enter a passcode toggle
You can configure the passcode settings below by going to the LINE Pay main menu and tapping Settings > Passcode.
Note: These settings will also apply to the stand-alone LINE Pay app.

Passcode verification for logins and payments
Turning this setting ON will require you to enter your passcode for:
- LINE Pay logins
- My Code payments
- Scan Bill payments
Note: You won't need to verify your passcode again if you use the same service within five minutes.

If this setting is turned OFF, you won't need to verify your passcode unless you spend JPY 300,000 or more in a single day.

Use fingerprint (Android) or Use Touch ID/Face ID (iOS)
These features let you use biometrics instead of entering your passcode.

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