LINE

Friend issues

My friend's account appears, but a different person is using it toggle
If you added the friend by syncing your contacts, their name will appear the same as in your phone's contacts list. 
Note: Their LINE display name will appear under their name in your contacts in a smaller font on the profile pop-up.

For this reason, if your friend cancels the phone number you have in your contacts, or if the number in your contacts is wrong, a different person (the current owner of that phone number) will be displayed on your LINE friends list under your friend’s name.

If any of the following cases apply, please check your friend’s phone number by contacting them using a means other than LINE. 

Issues happening on your device
• If an account with your name is appearing on your friends list, please check if you have yourself saved in your contacts with an old phone number.
• If a friend who does not use LINE is appearing on your friends list, please check if your friend’s phone number in your contacts is correct, and if you still have their old phone number.
• If the name of a friend on your friends list suddenly changed, please check if you have changed their name in your contacts.
• If you tried chatting with a friend, but they turned out to be a different friend, please check if you have added multiple phone numbers for that friend in your contacts.

Issues happening on your friend's device
• If you are told by a friend that they see your account even though you don’t have one, please check if your friend has an old phone number of yours in their contacts.
• If you signed up for a new phone number and were displayed as a friend on a stranger's LINE account, the stranger may have the previous owner of your phone number in their contacts.
• If another account with your name is displayed on your friend’s friends list, please check if your friend has an old phone number of yours in their contacts.

If someone you don't know is appearing in your friends list, please remove them after hiding or blocking them. For more information, please see the following Help article:

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My friends don't appear toggle

If all of your friends have stopped appearing

You may have minimized your friend list. Please tap the light gray bar that says "Friends (number)" on the Friends tab to display them all again.

 

If only some of your friends have stopped appearing

It may be for one of the following reasons:

• They deleted their accounts

• You blocked, hid, or deleted their accounts

 

For the steps to unblock an account, see here

For the steps to unhide an account, see here.

Note: You cannot undo deleting a friend. In this case, please add them again.

 

If your friends and groups disappeared after transferring your account, see this Help article.

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I can't add friends using ID Search toggle
If you're not able to add friends using ID search, check the settings below.

If your friend can't find you:
1. Tap the Home tab > Profile or Edit profile.
2. Turn ON Allow others to add me by ID.
Note: You can also go to the profile screen here.

If you can't find your friend:
Your friend may not have turned ON Allow others to add me by ID. Please ask them to check their settings.

To prevent the username search feature from being abused, the feature will temporarily be suspended if a username is searched for (or the wrong ID is entered) too many times. Please understand that we cannot provide any details about how long accounts are suspended for due to security reasons.

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I can't add friends via QR code toggle
If a QR code isn't working, try generating a new one by following the steps below.

1. Tap the QR code icon on the right side of the search bar.
2. Tap My QR code.
3. Tap the refresh icon > Confirm.
Note: The search bar appears at the top of the Home, Chats, and News tabs.

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Contacts on my device don't appear in my friend list toggle
If contacts from your device are not appearing in your friend list, it may be because:
• You or your friend have the “Allow others to add me” setting turned OFF.
• They were added to your Blocked or Hidden users list.
• They are appearing in your friend recommendations. 

For more details, please refer to the following Help pages:

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Why does a blocked or removed friend still appear in my game rankings? toggle
The reason will differ for each game. Please start the game and contact the LINE Games team using the inquiry form found inside the app.

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I have Auto-add friends turned ON, but my contact wasn't added toggle
If you have Auto-add friends turned ON but one of your contacts wasn't added to your friend list on LINE, check the information below.

Your contact's LINE account settings
A contact cannot be automatically added if:
• They turned OFF the Allow others to add me setting.
Note: Check to see if they appear in your Friend recommendations (this link is accessible on your smartphone).
• They don't have a phone number registered to their LINE account.

Your LINE account settings
The contact might have been added to your Hidden accounts or Blocked users list.

To check:
1. Go to the Home tab and tap Settings.
2. Tap Friends.
3. Tap Hidden accounts or Blocked users.

If your contact appears in one of these lists, tap Edit and select Unhide or Unblock.
Note: You won't be able to check your contact's account if it was deleted from the Hidden accounts or Blocked users list.

If your contact is still not automatically added to your friend list after checking the above, see this Help article and add them manually.

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I receive the message “The account you are trying to add cannot accept any more friends.” toggle
There is a limit on the number of users you can add as a friend, and who can add you as a friend.

If the message “Sorry, the account you are trying to add cannot accept any more friends.” appears when you try to add a user, it means they cannot be added as a friend because they have already been added by too many other users.

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I verified a Japanese phone number and can't search for IDs/phone numbers because age verification is required toggle
If your LINE account is verified with a Japanese phone number, the ID/phone number search feature will be restricted until you verify that you are 18 or over. This is in order to protect minors who are using the service.

LINE uses the age verification services provided by Japanese mobile service providers. You can verify your age if you have a contract with au (KDDI), NTT Docomo, SoftBank, Y!mobile, or LINE Mobile.

In any of the following cases, you will not be able to verify your age and search for friends using their phone number or ID.

• Your contract is with a mobile service provider that cannot be used for age verification.
• Your mobile service contract is under the name of someone under 18 years of age.
• Your mobile service contract is under a company's name.
• You have not registered your user information. (For mobile service providers other than LINE Mobile)
• You have not applied for sp-mode. (For NTT Docomo)
• You cannot configure your mobile service provider's setting for sharing your age. (For mobile service providers other than LINE Mobile)

In any of the situations mentioned above, try adding friends with a different method (e.g. QR code scan or auto-adding friends from your device contacts).

If you haven't finished registering your user information or configuring the setting for sharing your age, please contact your mobile service provider for assistance.

In the case that you cannot verify your age even though you are 18 or older, have registered your user information, and configured the setting to share your age, contact us via this Inquiry Form.

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