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How to contact us if you're having problems with LINE

Important: Make sure your current phone number is registered to LINE

I suddenly became unable to use a feature

The error message "Unable to use account" suddenly appeared

Important: The contents of this article only apply to LINE accounts created with LINE versions earlier than 13.11.0.

If a screen saying "Unable to use account" suddenly appeared, please check the information for each of the three scenarios below, in order.

You haven't registered your currently contracted phone number to LINE

If the phone number you registered to LINE isn't the same as the one you are currently contracted with, you may suddenly become unable to use LINE.

Once a certain amount of time passes after canceling your phone number, it can be contracted to and used by someone else.

If the new contract holder of the phone number registers it to LINE, the LINE account it had been registered to becomes unavailable.

Checking/changing your password

There is no way to directly check the password you need to transfer your LINE account. If you forgot your password, refer to either of the following steps and change it.

Note: Be sure to write your new password down so you don’t forget it.

If you still have your old device

1. Tap the Home tab > Settings > Account.
2. Tap Password.
Note: If you're asked to unlock the screen, use the unlock method you have configured on your device, such as your passcode or biometric identification (e.g. fingerprint, face). Do not use the password registered to your LINE account.
3. Enter your new password twice, then tap Change password.

Important: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Setting a secure password):
- Uppercase letters
- Lower case letters
- Numbers
- Symbols

Go to your Account settings (in the LINE smartphone app)

If you don't have your old device

Important:
- The following information only applies to LINE accounts created with LINE versions earlier than 13.11.0.
- You will not be able to reset your password if you haven't registered an email address to your LINE account.

To change your password:
1. Open LINE on your new device and tap Log in.
2. Tap Log in with phone number.
3. Check the Terms and Conditions of Use and Privacy Policy, then enter your phone number and tap the arrow > OK or Send.
4. Enter the verification code you received via text message.
Note: On some Android devices, the verification code is entered automatically. In this case, skip to the next step.
5. Tap Yes, that's my account.
Note: Or tap No, that's not me > Yes, transfer my account > Log in with previous number or Log in with email address, and enter your registered information.
6. Tap Forgot your password?
7. Enter the email address registered to your LINE account, then tap Send.
8. Rest your password by following the email that was sent to the email address you entered.

Important: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Setting a secure password):
- Uppercase letters
- Lower case letters
- Numbers
- Symbols

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Using LINE for PC

About Letter Sealing

Creating a new LINE account

Transferring your LINE account

Logging in to LINE on your iPad or PC using your smartphone's unlock method

Important: The contents of this article only apply to LINE accounts created with LINE versions earlier than 13.11.0.

See below for the steps to log in to LINE using your smartphone's unlock method.

When logging in to LINE with your smartphone's unlock method for the first time:

1. Start LINE for iPad or LINE for PC.

2. Enter the phone number registered to your LINE account and select Log in with smartphone.

3. Select Show verification code.

4. Start the smartphone version of LINE.

5. Select the Home tab > Settings > Account > Pair a new device.

6. Enter the verification code that appears on LINE for iPad or LINE for PC into your smartphone.

7. Use your smartphone's unlock method when prompted to do so.

When logging in after the first time:

1. Start LINE for iPad or LINE for PC.

2. Enter the phone number registered to your LINE account and select Log in with smartphone.

3. Start the smartphone version of LINE.

4. Use your smartphone's unlock method when prompted to do so.

"Login successful!" will appear when you're logged in. The LINE official account will also send a login notification message to you in the smartphone version of LINE.

Note: For details about the content of this notification, see this Help article.

For more information about your smartphone's unlock method, see this Help article.

For information on how to set up LINE so you can use your smartphone's unlock method for logging in, see this Help article.

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End of support for new account sign-ups using phone numbers

"This message can't be displayed" appears and I can't see sent/received chat messages

If you see any of the following messages after transferring your account on a smartphone, you may not be able to view past chat messages.

- "This message can't be displayed"

- "This message wasn't backed up and restored from your previous device. Unfortunately, there's no way to read it on your current device."

- "Unable to display message as it couldn't be decrypted."

The messages above appear when:

• You transfer your account to a device with the same OS (e.g. iOS to iOS) without backing up and restoring your chats.

If you back up your chats on your old device before transferring your account, you can view them on your new device. For the steps to do so, see the following Help article.

Transferring your chat history

• You transfer your account to a device with a different OS (e.g. iOS to Android).

Note: You cannot transfer your past chats.

• You receive chat messages while transferring your account.

Any such messages cannot be transferred to your new device. For more information, see the following Help article.

About Letter Sealing

If any of these messages appear and you cannot view your past chat messages, there is unfortunately no way to re-display them. In this case, please ask the other person in the chat to send you any old messages that you need.

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Backing up your chat history

To restore your chat history after transferring your LINE account, you need to back it up beforehand.

Before backing up your chats, be sure that:

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

• iCloud Drive/Google Drive is turned on.

Note: This feature is unavailable on Android devices that cannot use Google Drive.

• There is enough free space in iCloud Drive/Google Drive.

Note: For information about clearing space in your storage, see this Apple Support page or this Google Drive Help page.

For the basic ways to back up your chat history, see below.

iOS users

There are two methods available for backing up your chats to iCloud Drive.

Manually back up chats to iCloud Drive

1. From the Home tab, tap Settings > Chat history backup under Backup and transfer.
2. Tap Back up now.
Note: If you don't see Back up now, you need to set a backup PIN, so tap Create backup PIN to back up chat history.

Automatically back up chats to iCloud Drive

1. From the Home tab, tap Settings > Chat history backup under Backup and transfer.
2. Tap Back up how often.
3. Select how often you want to back up your chats.

You can also watch this video to learn how to configure your settings. (Video only available in Japanese.)

Your chats will only be backed up automatically if your device and settings meet the conditions below when the auto-backup refresh starts.

• Your device is plugged into an outlet.
• Your device is connected to the internet.
• The Background App Refresh setting on your device is turned on.
Note: For details on how to turn on Background App Refresh, see this link.

Android users

There are two methods available for backing up your chats to Google Drive.

Manually back up chats

1. From the Home tab, tap Settings > Back up and restore chat history under Backup and transfer.
2. Tap Back up now or Back up to Google Drive.
Note: If you don't see Back up now or Back up to Google Drive, you need to set a backup PIN, so tap Create backup PIN to back up chat history.

You can also watch this video to learn how to configure your settings. (Video only available in Japanese.)

Automatically back up chats

1. From the Home tab, tap Settings > Back up and restore chat history under Backup and transfer.
2. Tap Back up how often and turn Enable auto-backup ON.
3. Select how often you want to back up your chats.

You can also watch this video to learn how to configure your settings. (Video only available in Japanese.)

Your chats will only be backed up automatically if your device and settings meet the conditions below when the auto-backup refresh starts.

• Your device is plugged into an outlet.
• Your device is connected to the internet.
Note: If you can't use a Wi-Fi connection, you can still back up your chats with Use mobile data selected.

Your chats will be backed up automatically when you stop using your device and its screen has turned off.

If an auto-backup fails, you'll receive a chat notification from the LINE official account. For more information about this notification, see this Help article.

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Recommended system specifications for LINE

Select a device below to see the recommended system specifications for LINE.

Smartphones

• iOS 15.0 or later
• Android 8.0 or later

PCs

• Windows 10 or later
• macOS Big Sur 11 or later
• Chrome browser version 94 or later
Note: You cannot sign up for a new account with LINE for PC.

Tablets

• iPadOS 15.0 or later
• Android 12L or later (or Android 13 or later for Samsung tablets)

Smartwatches

• Apple Watch: watchOS 8 or later
• Wear OS by Google (formerly Android Wear): LINE 12.3.0 or later; Wear OS 3.0 or later; Android 8 or later
Note: You cannot sign up for a new account on smartwatches.

Although not recommended, you can use the following versions of LINE on older OSes.

Note: Some features cannot be used on older OSes.

iOS

• iOS 14.0 to 14.8.1: Up to LINE 13.5.1
• iOS 13.0 to 13.7: Up to LINE 12.4.0
• iOS 12.0 to 12.5.6: Up to LINE 11.17.0
- You cannot use the app with iOS 11.4.1 or earlier.
- You cannot create new accounts or transfer existing accounts with versions of LINE older than 11.15.0.
- Try updating the LINE app as well as your OS.

Android

• Android OS 7.0 to 7.1.2: Up to LINE 12.18.0
• Android OS 6.0 to 6.0.1: Up to LINE 11.15.0
Note:
- You cannot use LINE with Android OS 5.1.1 or earlier.
- If your device model doesn't support Google Play, you won't be able to update LINE. We recommended changing to one that supports Google Play.
- You cannot create new accounts or transfer existing accounts with versions of LINE older than 11.15.0.
- Try updating the LINE app as well as your OS.

PCs

• Windows 7, 8, and 8.1: Only LINE 6.7.4
Note: LINE cannot be used on Windows XP or Vista.
• macOS Mojave 10.14 to Catalina 10.15.7: Up to LINE 8.2.0
• macOS High Sierra 10.13: Only LINE 6.7.3
Note: LINE cannot be used on macOS Sierra 10.12 or earlier.

LINE is not supported on the following devices:

• iPod touch

• WALKMAN

• SmartTV BOX

• Fire OS devices such as Kindle

• PHS devices

• Simulators/emulators (virtual environments)

• Devices with a custom OS

• Chromebooks

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End of support for new account sign-ups using phone numbers

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How to contact us if you're having problems with LINE

Important: Make sure your current phone number is registered to LINE

I suddenly became unable to use a feature

The error message "Unable to use account" suddenly appeared

Checking/changing your password

Using LINE for PC

About Letter Sealing

Creating a new LINE account

Transferring your LINE account

Logging in to LINE on your iPad or PC using your smartphone's unlock method

End of support for new account sign-ups using phone numbers

"This message can't be displayed" appears and I can't see sent/received chat messages

Backing up your chat history

Recommended system specifications for LINE

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