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Issues
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Creating/transferring a LINE account
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Checking/changing your registered information
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Purchasing/using items
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Friends/Groups
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Chats/Calls/Notifications
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LINE VOOM
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Get more out of LINE
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Safety/Security
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LINE Pay
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LINE POINT CLUB
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Visa LINE Pay credit card
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Visa LINE Pay prepaid card
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Apple Pay
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Google Pay (iD payments/Visa contactless payments)
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Service
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Signing Up and Leaving
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LINE Pay Bonus
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Coupons
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Account
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Other credit cards
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Making Payments
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Promotions
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Adding and Withdrawing Money
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Sending/Requesting Money and Splitting Bills
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Foreign Currency Exchange
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Currency Exchange via Korean ATM
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Linked apps
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My Number Points
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Other Problems
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LINE POINT CLUB
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About Business Alliances
Account
I forgot my passcode
If you've forgotten your passcode, you can reset it by following the steps below after updating the LINE app to the latest version.
1. Tap Forgot your passcode? under the passcode input box.
2. Follow the onscreen guidance to reset your passcode.
Note: The methods available to verify your identity will differ depending on the status of your registration.
If you use your registered LINE Pay information to verify your identity, you can use one of the following verification methods.
Note: Tap the verification method you want to use and enter the required information in the verification form.
Verification via text message sent to your registered phone number
Tap Verification code via text and enter the verification code that's sent to your phone number registered with LINE Pay. If you don't know the phone number registered to your LINE Pay account or can't use it, change the phone number registered to your LINE account to one that can receive text messages.
Verification via entering your registered credit card or LINE Pay card information
Note: If you're using a credit card, 24 hours need to have passed since it was registered as your payment method.
If you can't reset your passcode after trying the methods above, see this Help article.
You can also have questions answered via chat message by adding the LINE Pay Inquiry official account (LINE Payお問い合わせ公式アカウント) as a friend on LINE. You can add the official account as a friend from this link.
Note: Assistance via chat message is only available in Japanese.
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Changing your passcode
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
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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I want to use LINE Pay without having to enter a passcode
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.
- Code payments.
- Using the Pay bill feature.
Note: You won't need to verify your passcode again if you make another Pay bill or code payment 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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Can I deactivate my account?
To deactivate your account in the case of an emergency, such as if you lost your device, please apply here.
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.
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.
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
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 were using before
Reinstall the LINE app, then log in using the same phone number you used for verification before. After verifying your account, start LINE and tap the Wallet tab > LINE Pay to use your LINE Pay account again.
Important:
- Before uninstalling the LINE app, we recommend backing up your chat history.
- For more information on verifying your account after reinstalling LINE, see this Help article.
• 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 transferring 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. 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 cannot 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
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?
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
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?
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.
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How to verify your identity if you forgot your passcode
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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Checking the phone number and email address registered to your LINE Pay account
To check the phone number and email address registered to your LINE Pay account:
1. Tap the Home tab > See more next to Services.
2. Tap LINE Pay.
3. Tap Settings > My info.
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Changing your registered name or address
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'll need one of the following photo IDs:
- Driver's license
- 運転経歴証明書 (driving history certificate)
- Japanese passport
Note: Japanese passports without the "Information on Bearer" page are not accepted.
- Individual Number ("My Number") card
Note: Individual Number notification cards are 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?
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 can't reset my passcode
To reset your passcode:
1. Tap Forgot your passcode? under the passcode input box.
2. Follow the onscreen guidance to reset your passcode.
Note: The methods available to verify your identity will differ depending on the status of your registration.
If the screen to delete your LINE Pay account appears instead of the "Forgot your passcode?" option, it means your LINE Pay account hasn't been registered with the information required for identity verification. Due to our security policies, there is no way to reset your LINE Pay passcode without the required registered information, so we ask that you tap Delete account to delete your LINE Pay account and then sign up for a new one.
Note:
- Deleting your LINE Pay account will erase all of your account information, including your balance and purchase history.
- Deleting your LINE Pay account will not affect your LINE account or Points.
Please contact Customer Care if:
• Your LINE Pay account is restricted for entering the wrong information five or more times when trying to verify your identity.
• You don't know or can't use the phone number registered to LINE Pay.
• You can't reset your passcode after following the onscreen guidance.
• The screen to delete your account appears, but you want to continue using the account without deleting it.
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