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Account transfer/Verification issues

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Account transfer/Verification issues

Issues with transferring your account

If your account is not successfully transferred, your friends, groups, and other data will be deleted.

Note: For more information about your friends and groups disappearing after transferring your account, see this Help article.

Even if your account data is lost, we may be able to transfer your purchased stickers and some other types of paid items if you contact us. To do so, please create a LINE account and send an inquiry from the following link:

Apply to restore items

The following can be transferred:

• The right to use your LINE stickers and themes (including those received as gifts)

• Your item purchase history and Coin balance

Note: Coins cannot be transferred between different OSes (e.g. from iOS to Android and vice versa).

• Your Credit balance purchased from LINE STORE

Note: Any account data that is not mentioned above (including your friends, chat history, and groups) cannot be transferred.

If you lost LINE Game items or data, please send an inquiry from within the relevant game app.

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My friends and groups disappeared when I tried to transfer my account

If your friends and groups disappear after transferring your account, it means that you did one of the following:

• Created a new account

• Transferred a different account by mistake

In either of the above cases, the account that you had been using before will become inaccessible, and your data (including your friends and groups) will be deleted and cannot be restored.

A phone number, Facebook account, Apple ID, or Google account cannot be registered to multiple LINE accounts. If you register a phone number, Facebook account, Apple ID, or Google account that's already registered to LINE, the original account will become inaccessible.

You can continue using your purchased items, LINE Pay balance, LINE Points, and other billing information. For the steps to download your purchased items, please see the following Help article.

Note: Please refer to the "To download your stickers again:" and "To download your themes again:" sections.

All my items (Coins, stickers, etc.) are missing after changing to a new device

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I haven't received my password setup code

Your password setup code will be sent in a chat message to the LINE account you're trying to transfer. Please start LINE on your previous device and check the password setup code in the message you received.

Note: If you're using the LINE account you want to transfer on LINE for PC or iPad in addition to your smartphone, you can also check for the chat message there.

If you can't confirm the password setup code, there will be no way to transfer your LINE account. In this case, please sign up for a new account.

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I’m not receiving the account transfer code

The account transfer code is sent to your old smartphone in a LINE chat message. You can also confirm this chat message on LINE for PC.

If you’re unable to receive the account transfer code, please contact us via the Inquiry Form.

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I get an error when I enter my email address or password

Please make sure that:

• Your password doesn't include any unnecessary spaces.

• You entered only half-width characters.

• You didn't accidentally enter a similar looking character.

For example:

- 1 (one), I (capital 'i'), and l (lower-case 'L')

- 0 (zero), o (alphabet 'O')

- 9 (nine), q (lower-case 'Q')

• You entered the password correctly.

If you've checked everything above but still see an error message, please try resetting your password and then entering it again.

Note: You will not be able to reset your password if you didn't register an email address to your LINE account.

For the steps to reset your password when transferring your account, please see this Help article.

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I get an error when I try to transfer my account

Please see the instructions below the relevant error message that appears when you try transferring your account.

• Unable to sign up.

• An unknown error occurred. Please try again later.

• Verification is temporarily blocked. Please try again later.

Try again one to two days after the error occurs.

• Invalid password.

• We couldn't find any accounts registered to the email address you entered.

• Please enter a valid email address.

• Invalid email address or password.

Please refer to this Help article for details.

• Invalid phone number.

Please refer to this Help article for details.

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I got an error when I tried to transfer my account by selecting Log in with Facebook

If you select Log in with Facebook and you see the error message "Failed to connect with external services. Please try again later," it's possible that the Facebook account you tried to log in with was different from the one registered to your LINE account. Please try logging in again after checking your Facebook account registered to LINE.

If you see this error message even though you didn't enter your Facebook login information, log out of your Facebook account from your device's web browser and the Facebook app, then try logging in with Facebook again.

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I got an invalid phone number error

If the error "Invalid phone number" appears, please wait 24-48 hours from the last time the error appeared before trying again.

For the steps to change your registered phone number on LINE to a number from a different country, see this Help article.

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I'm not receiving the verification code text message

If you don't receive the verification code via text message, first check to make sure your phone number can be used for verification.

If your phone number can be verified but you're still not receiving the verification code text message, try selecting Resend code or Call me instead.

Note: For more information about the Call me instead option, see this Help article.

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I get an error when entering the verification code

If an error message appears during the verification process, try restarting the app and your device. Staying on the verification screen for too long can cause an error message to appear when you try to proceed.

You may also be able to resolve the issue by checking the steps to create a new account in this Help article.

If the error message still appears after trying the suggestions above, contact us via the Inquiry Form.

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I don't see the screen to enter the verification code

Some devices automatically enter the verification code that is sent via SMS.

If you can see your friends and chats lists after starting LINE, it means your account has been successfully verified.

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Phone numbers that cannot be verified

You can only verify a phone number that can receive text messages or phone calls.

Landline phone numbers, numbers that start with 050, and virtual phone numbers cannot be used for verification, so be sure to use a phone number offered by a mobile service provider.

Note: If you verify a phone number that is already registered to another LINE account, the old account will be deleted.

For the steps to change your registered phone number on LINE to a number from a different country, see this Help article.

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I can't receive the verification email when registering my email address

If you're not receiving the email with the verification code when registering your email address, it may be that:

• Your email address was not entered correctly.

• The email was sent to your spam, junk, or other folders.

• You have spam filters in place.

Note: In this case, please try again after temporarily disabling them.

E.g. This includes filters for blocking emails that contain URLs, blocking emails from PCs, etc.

• You have settings in place to only receive emails from certain domains.

Note: If you have domain filters in place on your email client, make sure that you allow emails from the domain "line.me".

If the issue persists after checking the above, please try tapping Resend verification code to send the email again.

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I'm not receiving the password reset email

If you didn't receive the password reset email, please check the following:

• Have you repeatedly tried requesting a password reset email within a short period of time? If so, please wait 24 hours before trying again.
• Was your registered email address entered correctly?

• Did you enter a different email address than the one you registered?

• Was the email sent to your spam, junk, or other folders?

• Do you have spam filters in place? If so, please try disabling them.

E.g. Block emails that contain URLs; Block emails sent from computers

• Do you have settings in place to only receive emails from certain domains? If so, please add "line.me" to your list of accepted domains.

If you forget your password, but are able to access the account, you can apply to cancel your registered email address. Please tap the link below from within the LINE app of the relevant account.

Apply to cancel registered email address

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I see an error when backing up my chat history

If an error appears when you try to back up your chat history, check to make sure that:

• You're using the latest version of LINE. (Update the app here.)

• You're connected to Google Drive. (See this Google Drive Help page for details.)

• You're logged in to the right Google account.

• There is enough free space in Google Drive.

If an auto-backup fails because you don't have enough free space in Google Drive or on your device, one of the following error messages will appear in a notification from the app or on the settings screen.

Note: You will not receive a notification if an auto-backup fails for another reason.

• Backup failed at XX:XX on MM/DD. Not enough free space in Google Drive.

• Backup failed at XX:XX on MM/DD. Not enough free space on your device.

If you receive a notification like the ones above, or if you find that you cannot do a periodic backup in the LINE app, make sure that you have enough free space in Google Drive and on your device, then try again.

Note: For information about clearing space in Google Drive, see this Google Drive Help page.

We recommend regularly checking the app to make sure your chat history is successfully backed up.

Even if you're unable to back up your chat history to Google Drive, you can transfer your history from the last 14 days if you set a backup PIN beforehand. For the steps to do so, see this Help article.

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I can only restore some of my chat history

To restore your entire chat history when transferring your LINE account, you need to do a restore from backup data saved to iCloud Drive or Google Drive.

Note:

- Setting a backup PIN beforehand or transferring your account with an easy transfer QR code will only transfer the last 14 days of your chat history.

- If you want to restore earlier chat history, be sure to do so from backup data saved to iCloud Drive/Google Drive.

You will not be able to restore your chat history if you didn't back it up to iCloud Drive/Google Drive before transferring your LINE account.

If you saved a backup of your chat history to iCloud Drive/Google Drive in the LINE app beforehand, please restore it from the relevant service.

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My account was restricted when I tried requesting an account transfer code

An error message will appear if you repeatedly request an account transfer code in a short amount of time.

If the message "You have been temporarily restricted from resending account transfer codes because you repeatedly requested them. Please try again later." appears when requesting a code, try again after 24 hours has passed.

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