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Account safety/security

Strengthening security for web browser logins to LINE-related services toggle
You can add extra security for logging in to LINE-related services via a web browser by turning on two-factor authentication.

To turn on two-factor authentication: 
1. From the LINE Home tab, tap Settings > Account.
2. Turn Two-factor authentication ON.

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Can anyone see information like my phone number, LINE ID, or email address? toggle
Unless you share this information yourself on another site or with a friend, no one will be able to see it.
Note: The name you set on LINE, your profile photo, and status message will be visible to others.

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Can someone see my profile if I have their phone number but they don’t have mine? toggle
If a person with your mobile phone number registered in their device's contacts starts using LINE, they will automatically be added to your friend list.
Note: They will not be added automatically if you have the Auto-add friends setting turned OFF.

If your phone number is not in the person's contacts, you will appear under Friend recommendations. In this case, your LINE display name, profile photo, status message, and profile cover photo will be visible, but the person won't be able to see any of your other information.

The only way to remove yourself from someone else’s friend recommendations is to delete your account. Also, if you have already been added as a friend, you'll continue to appear in the person's friend list unless your account is deleted.

For information on deleting your account, please see here.

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My device was lost or stolen toggle
If your device has been lost or stolen, you should take the following steps to make sure that no one can use your LINE account.

• Transfer your LINE account or create a new one with the same registered phone number.
For information on how to transfer your account, see the Help articles below.




For information on how to create a new LINE account with the same phone number, see this Help article.

If you create a new account, any paid items, chat history, friends, groups, and data for related services (including your LINE Pay balance, manga, and games) that you had will be deleted. Once this data is deleted, it cannot be restored.

If you cannot transfer your account or create a new one, or are unable to finish the verification process with the same phone number (e.g. because your phone number changed), please contact us here.

• Contact your mobile service provider.
Be sure to contact your contracted mobile service provider and let them know that your device was lost or stolen.

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My friends are seeing duplicates of my account toggle
If you create a new LINE account on a new device without deleting the account on your previous device, you will end up having two accounts.

Your old account cannot be deleted if you are unable to use your previous device anymore. Please ask your friends to block your old account in this case.

Please see the following article for help with blocking friends:

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Hiding your LINE ID from search results toggle

To hide your LINE ID from searches:

1. Go to the Home tab > Settings > Edit profile.

2. Turn OFF Allow others to add me by ID.

 

Tap here to open the Profile settings from your smartphone.

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I got a login notification from the LINE official account toggle
The message you received is from the official account operated by LINE Corporation.

As part of our efforts to strengthen security, a message is sent when your account is transferred or tries to log in to LINE services.

If you received a notification but don't remember logging in, please check the following.

• If you can use LINE
Someone else may be trying to log in using the information registered to your LINE account.

To prevent others from logging in to your account, please change your password. For more information, see this Help article.

If you're still receiving messages after changing your password, please change the email address registered to your LINE account. See this Help article for more information.

• If you cannot use LINE
Your LINE account may have been stolen by a third party. Please contact us via the Inquiry Form.

The content of the notification message will differ depending on what your account is trying to do. For more information, please see the following Help articles.





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Unauthorized account login

Account stolen toggle

If your LINE account was stolen by someone logging in without your authorization, please contact us with the details using the Inquiry Form. We will delete the account to prevent any further unauthorized use. 

 

If you had any items, we can restore them after confirming they were on your old account. 

 

The following can be restored:

• The right to use your paid items, such as LINE stickers and themes (including those received as gifts)
• Your purchase history and Coin balance
• Your Credit purchased on LINE STORE

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How to protect your account from unauthorized logins toggle
There have been many cases where unauthorized third parties have logged in to internet services using email addresses and passwords leaked from other services. Please note that no information registered to LINE, such as phone numbers, email addresses, and passwords, have been compromised.

If you are using the same email address and password for LINE as another service, we strongly recommend changing your password.


Reported cases of unauthorized logins
The following types of messages are often sent by a third party when an account is stolen. If you receive messages asking you to do any of the following from a friend, it is possible their account may have been stolen:

• Help me buy prepaid cards
• Help me buy iTunes cards
• I’m in trouble and need you to transfer money to my bank account

As they may change the content of their messages at any time, you should also suspect if your friend’s account has been stolen in the following cases:

• The messages don't sound like the way your friend talks
• A friend whom you have not spoken to for a long time suddenly asks you for money
• The friend's language is unnatural

Your friend’s account was stolen
If you suspect that your friend’s account may have been stolen, please contact them outside of LINE (in person, by text, by phone, or on a social network) to let them know.

Your account was stolen
If you are suddenly unable to access your account even though you did not make any changes to it, or if your friend contacts you to let you know that your account has been stolen, please see the following article:

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Chat safety/security

Do I need to worry about other people being able to see my chats? toggle

We respect your privacy above all else, and your sent/received messages and other information are treated with the highest level of security. LINE has established strict internal rules to ensure that your messages are protected.

 

Nothing you send or receive can be viewed by LINE or any third parties not participating in a chat.

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About Letter Sealing key fingerprints toggle
Key fingerprints are unique encryption keys that Letter Sealing gives to each user so they can send messages to one another safely and securely.
Note: The actual keys are kept secret and will not appear in LINE chats.

If your key fingerprint matches your friend's, it means your chat is securely encrypted. To check whether your key fingerprints match, follow the steps below.
Note: Key fingerprint confirmation is optional.

1. Tap the menu icon at the top of a chat screen.
2. Tap This chat is protected with Letter Sealing at the bottom of the screen.
3. Compare the key fingerprints on your device and your friend's device.
Note: To compare key fingerprints with your friend, we recommend meeting face-to-face or using a form of communication you trust.

If "This chat is protected with Letter Sealing" doesn't appear, it means Letter Sealing is turned OFF. To turn Letter Sealing ON, follow the steps in this Help article.

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The Letter Sealing identify verification screen isn't appearing toggle
If you're trying to verify your identity so you can use Letter Sealing on LINE for PC, but the verification code entry screen isn't appearing in LINE on your smartphone, restart the smartphone app and try verifying your identity again by referring to this Help article.

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The lock icon no longer appears at the top of a chat toggle
To check whether a chat is protected with Letter Sealing, tap the menu icon at the top of the chat screen. If Letter Sealing is turned ON, you'll see "This chat is protected with Letter Sealing."
Note: You'll also see a lock icon at the beginning of the sentence.

If "This chat is protected with Letter Sealing" doesn't appear, see this Help article.

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About Letter Sealing toggle
Letter Sealing is a feature that provides end-to-end encryption (E2EE) for chat messages. E2EE is a communication system designed so that messages saved on our servers are encrypted and cannot be read by anyone except the sender and receiver of the message.

Once the sender and receiver have both turned on Letter Sealing, they will be able to start sending messages with added security.

The following information will be encrypted:

• Text messages (not including messages sent through other services like YouTube)
• Location information
• 1-on-1 voice/video calls
Note: We plan to expand Letter Sealing’s functionality in the future.

If you use LINE for PC with Letter Sealing enabled on the smartphone version of LINE, you will be required to verify your identity the first time you send a message.

For information about verifying your identity to use Letter Sealing on LINE for PC, see this Help article.

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Turning on Letter Sealing toggle
Letter Sealing is now turned on by default when you download LINE. As part of our efforts to strengthen the app's security, we've made it so this setting can no longer be turned off.

If you've been using LINE since before these specification changes were made and have Letter Sealing turned off, you can protect your messages by turning Letter Sealing on manually from the smartphone version of LINE.

To turn Letter Sealing on:
1. Tap the Home tab > Settings > Privacy.
2. Turn ON Letter Sealing.

Tap here to go to the Settings menu from your smartphone.

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Preventing messages from strangers toggle
To stop strangers from messaging you: 
1. From the Home tab, tap Settings > Privacy.
2. Turn Filter messages ON.
Note: Tap here to open the Privacy settings from your smartphone.

With the Filter messages setting turned on, you will no longer receive messages from strangers, but you also will not receive messages from any acquaintances that are in your Friend recommendations.

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Blocking LINE Game messages toggle

To block messages from LINE Game apps:
1. Go to the Home tab > Settings > Notifications > Authorized apps.
2. Tap the game you want to block messages from.
3. Turn off Messages and/or Notifications.
Note:
- If you turn off Messages, you will not receive messages but will continue to receive any gifts your friends send you.
- If you turn off Notifications, you will still receive LINE messages but will not be notified when they arrive. 

 

Tap here to open the Authorized apps screen from your smartphone. 

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Friend safety/security

Can someone see my profile if I have their phone number but they don’t have mine? toggle
If a person with your mobile phone number registered in their device's contacts starts using LINE, they will automatically be added to your friend list.
Note: They will not be added automatically if you have the Auto-add friends setting turned OFF.

If your phone number is not in the person's contacts, you will appear under Friend recommendations. In this case, your LINE display name, profile photo, status message, and profile cover photo will be visible, but the person won't be able to see any of your other information.

The only way to remove yourself from someone else’s friend recommendations is to delete your account. Also, if you have already been added as a friend, you'll continue to appear in the person's friend list unless your account is deleted.

For information on deleting your account, please see here.

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How LINE uses the information in your device's contacts toggle
When you perform the operations listed below, LINE accesses information in your device's contacts to make it easy to find your close friends. (Only the telephone numbers in your contact information are transferred to our servers, and all of the information is encrypted.)

• When you sign up for LINE and select OK at the “Your Address Book will be sent to LINE’s server” prompt.
• When you turn ON Auto-add friends in your settings or tap the refresh icon next to Last auto-add and select OK at the “Your Address Book will be sent to LINE’s server” prompt.

LINE adds mutual contacts in your device's contacts to your friend list automatically. If only one of you has the other added as a contact, the one who has the contact information on their device will be added to the other's Friend recommendations, and the recommended person will be added to the other's friend list.

Your own phone number and phone numbers obtained from your device's contacts will not be disclosed and will be protected as follows:
• Your contact information will be used only if you agree to the terms & conditions of LINE when signing up. The terms and conditions describe when and how LINE will use your personal information.
• If you agree to allow LINE to find your friends, the telephone numbers in your device's contacts will be encrypted and securely sent to our servers.
• We use encrypted text when comparing your information with existing user information.

For more information about our privacy policy, see here.

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How information from your device's contacts is stored on LINE's servers toggle

When you agree to allow LINE to find your friends, the phone numbers in your device's contacts are sent to our servers, where they are encrypted and securely stored.

 

For information about our privacy policy, see here.

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Someone is impersonating me on LINE. toggle
If users select to send their phonebook data to LINE’s servers upon registering to LINE, phone numbers in their phone books will be used to search for their friends who are LINE users.
If we find those users, they will appear in the user's [Friends] list under the names registered in the user's phonebook.

Therefore if you have stopped using your number and someone else obtains it, a third party may be registered on your friends' [Friends] list under your name.

Please ensure that your friends do not have you registered under multiple phone numbers/mobile email addresses within their phonebook, and also check that they have not saved you under any details which are out of date such as previous phone numbers.

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Can other people view my Friends list? toggle
Please be assured that no other users can view your Friends list.

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Preventing your contacts list information from being sent to LINE toggle
To stop your contacts information from being sent to LINE:
1. Go to the Home tab > Settings > Friends.
2. Turn Auto-add friends OFF.

If you want to remove a user who has already been added as a friend, see this Help article.

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Preventing others from adding you toggle

If you don't want to be automatically added as a friend by someone who has your phone number, follow the steps below.
Note: These steps will not affect existing friends.

 

1. Go to the Home tab > Settings.
2. Tap Friends.
3. Turn OFF Allow Others to Add.


Tap here to open the Settings menu from your smartphone.

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Preventing ID search toggle

To prevent others from being able to search for your ID:

1. Go to the Home tab > Settings > Profile.
2. Turn OFF Allow others to add me by ID.


Tap here to access the Profile menu from your smartphone.

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Filtering messages from non-friends toggle

To filter messages from users who are not your friends:

1. Go to the Home tab > Settings.
2. Tap Privacy.
3. Turn ON Filter messages.


Tap here to open the Settings menu from your smartphone.

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Blocking accounts that appear in your friend recommendations toggle
To block accounts that appear in your friend recommendations: 
1. Tap the Home tab > your friend list > Friend recommendations.
2. Tap and hold the name of the account that you want to block.
3. Tap Block.
Note: It may take some time for the changes to be applied.

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Blocking accounts toggle
When you block an account on LINE:
• You'll no longer be able to receive chat messages or voice/video calls from that account.
• It will appear in Blocked accounts instead of your friend list.

Blocking an account doesn't completely remove it as a friend or friend recommendation. If you'd like to do so, see this Help article.

To block an account:
1. Tap the Home tab > your friend list.
2. Tap and hold the name of the account that you want to block.
3. Tap Block > Block.

To unblock an account:
1. Tap the Home tab > Settings.
Note: Tap here to open Settings from your smartphone.
2. Tap Friends.
3. Tap Blocked accounts.
4. Tap Edit next to the account you want to unblock.
5. Tap Unblock.
Note: It may take some time for the changes to be applied.

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Deleting hidden or blocked accounts toggle
Unlike hiding or blocking, deleting an account from your friend list cannot be undone. Please keep this in mind if you're thinking of deleting the account of someone who you don't have any other way to contact.

To delete an account:
1. Tap the Home tab > Settings.
2. Tap Friends.
3. Tap Hidden accounts or Blocked accounts.
4. Tap Edit next to the account you want to delete.
5. Tap Delete.

Tap here to open the Settings menu from your smartphone.

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Abuse

Bullying/harassment on LINE

Harassment in chats and groups toggle

If you are experiencing trouble due to harassment or other illegal activities, please first discuss the matter with your family and close friends.

 

Chat history and other information of LINE users is considered private information and protected with the highest level of security possible, in addition to being protected by privacy laws which guarantee the right to secrecy of communication.

 

In order to guarantee that users can freely communicate, we are not able to view chat content. Please understand that for this reason, we cannot verify chat history, and therefore are unable to take any action in regards to it.

 

Please refer to the following link for help preventing harassment in chat messages or if you were added as a friend by someone you do not know.

 

Chat Security

 

If you are having Unicode-related issues, such as with special characters and symbols, please refer to the Help page below.

 

Issues with special characters and symbols

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Issues caused by special characters or symbols toggle
If you're experiencing issues caused by Unicode (e.g. special characters or symbols), you may be able to resolve them by using LINE for PC.
Note: If you haven't used LINE for PC before, see this Help article.

If you can use LINE for PC, try the troubleshooting tips below.

For issues in 1-on-1 chats
Delete the chat history of chat rooms that have Unicode in them:
1. From the Chat list, right-click on the relevant chat.
2. Click Delete.

For issues with group invitations
Decline the group invitation:
1. From the Group invitations list, right-click on the relevant group.
2. Click Decline.

For issues with group chats
Leave the group:
1. From your friend list, right-click on the relevant group.
2. Click Leave group.

For issues with your Friends list
Change your friend's display name:
1. From your friend list, right-click on the relevant friend(s).
2. Click Change friend’s name.
3. Click the name that appears, then edit and save it.

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Reporting unknown groups toggle
You can report an unknown group by following the steps below.
Note: Group members won't be notified if you report them.

1. From the Home tab, tap Groups > the group chat you want to report.
2. Tap Settings at the top right of the screen.
3. Tap Report.
4. Select your reason for making the report, then tap Agree & send.

If the content you reported violates our terms and conditions, we will take appropriate action.

For information on how to report 1-on-1 chats, see this Help article. 

For the steps to report LINE VOOM posts, see this Help article.

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Impersonated accounts

Own name appears on Friends list toggle

If a phone number saved in your device’s contacts is registered to LINE, the account created with the phone number will automatically be added as a friend on your friends list.

 

If your name appears on your friends list, you may have saved the wrong information in your contacts. Please check your device’s contacts list to make sure the phone number saved under your name is accurate.

 

If a phone number that you are no longer using is saved under your name in your contacts and another user who acquired the phone number after you registered to LINE using the number, the account will appear in your friends list under your name. 

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Non-LINE user appears on Friends list toggle
If you enable auto adding of friends from your device’s contacts, the names that they are saved under in your device’s contacts will be shown.

In the following cases, the friend that you see on your LINE friends list may be a different person from who you think they are.

- The owner of the phone number has changed
- You have multiple phone numbers saved under the same person’s name in your contacts
- The wrong phone number is registered in your contacts

Please check if your friend's phone number is up to date and accurate, and that you do not have multiple phone numbers saved for the same friend.

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Messages and emails claiming to be from the LINE team toggle

If you receive any LINE messages claiming to be from the LINE team, please see the following article.

 

Preventing messages from strangers

 

If you receive email spam claiming to be from the LINE team, please configure your spam filters to block them. 

Note: If you're not sure how to configure these settings, be sure to contact your email service provider.

 

The LINE team will only contact you from the following domains:

@accept.line.me

@naver.jp

@line.me

@noti.naver.jp

@linecorp.com

 

Emails claiming to be the LINE team from domains other than those mentioned above are fraudulent.

 

We treat information acquired by our company with the highest security. We are not sure why you received spam messages; however, please be assured that your personal information has NOT been leaked from LINE.

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Spam chat messages/emails

Messages and emails claiming to be from the LINE team toggle

If you receive any LINE messages claiming to be from the LINE team, please see the following article.

 

Preventing messages from strangers

 

If you receive email spam claiming to be from the LINE team, please configure your spam filters to block them. 

Note: If you're not sure how to configure these settings, be sure to contact your email service provider.

 

The LINE team will only contact you from the following domains:

@accept.line.me

@naver.jp

@line.me

@noti.naver.jp

@linecorp.com

 

Emails claiming to be the LINE team from domains other than those mentioned above are fraudulent.

 

We treat information acquired by our company with the highest security. We are not sure why you received spam messages; however, please be assured that your personal information has NOT been leaked from LINE.

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Spam messages or emails received toggle
If you receive spam messages on LINE, please see the following article.

Chat Security

If you receive spam on your email address registered with LINE, please configure your spam filters to block them. Please inquire with your email service provider about how to do this.

While we are unsure why you might have received the spam email, please be assured that no personal information has been leaked from LINE. We place the utmost importance on the security of the information acquired by our company.

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Rights infringement

Rights infringed toggle
Unfortunately, we can only respond to claims concerning rights infringement if the victim of the infringement contacts us personally.

If your inquiry is not about the infringement of your own rights, we will not be able to help you. Thank you for understanding.

Can you still view the infringing content inside the LINE app?

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If you cannot see the content anymore toggle
We can only consider taking action after confirming your claims. If the material in question can no longer be found, there is no way for us to confirm your claims or take any action.

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Report harassment

Reporting content toggle

You can report content in chats or on LINE VOOM. You can also report people for inappropriate behavior in LINE meetings. For more information, see the following Help articles.

 

Reporting content in chats

Reporting content on LINE VOOM

Reporting people in LINE meetings

 

We will check any reported content for activity that violates the LINE Terms and Conditions of Use, then take the appropriate action if any is found.

Note: Please understand that we cannot provide the results of our investigation or any other related details. This is in order to protect the privacy of our users.

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