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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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About Business Alliances
General solutions
The app doesn't start or crashes
If LINE doesn't start or closes suddenly (crashes), please try the following:
• Update the LINE app.
Issues may occur on older versions of the app, so please update to the latest version here.
• Restart your device.
Some issues can be resolved by restarting your device. The steps to restart (turning your device's power off and on) differ for each device. See your user manual for details.
• Update your OS.
Issues may occur on older OSes. To check if there is a newer OS version available, follow the steps below:
Go to your device’s Settings > General > Software Update.
• Check if you are using any web limiting or filtering services.
If necessary, disable any of your carrier's web limiting or filtering services.
• Check your network connection.
Try using the browser on your device to make sure there are no issues with your network connection.
• Delete any unnecessary apps and data on your device.
Your device may not function properly if there is not enough storage space left on it.
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General solutions for issues with LINE
If you're having issues with LINE, try the troubleshooting tips below:
• Close all running apps.
• Restart LINE and your device.
• Update LINE to the latest version.
Additionally, issues may occur if you do not use LINE with the recommended system specifications.
Note: We do not offer support for devices that are jailbroken or rooted.
If you experience network errors or images do not appear properly, try the following:
• Delete any unnecessary apps and data, and clear the cache on your device.
• Check if your network connection has any restrictions or filtering services in place.
• Clear the LINE app's cache.
• Offload the app. (See this Help article for details.)
To clear the LINE app's cache:
1. Tap the Home tab > Settings > Chats.
2. Tap Delete data.
3. Next to Cache, tap Clear.
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I see an error that says LINE has stopped
If you see a message that says LINE has stopped working or closed, try the following troubleshooting tips:
• Update LINE.
• Delete any unnecessary apps and data on your device.
• Restart LINE and your device.
• Offload the app. (See this Help article for details.)
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How to contact us if you're having problems with LINE
Many issues can be resolved by referring to our Help articles. Before contacting us, see if the issue you're having is addressed in an article on the LINE Help page.
If you're unable to resolve the issue you’re having with a Help article, contact us via one of the links below.
Note: If you can't log in to your LINE account, select Continue without logging in.
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I can't install/update LINE
If you can't install or update LINE, first make sure that you're using the recommended system specifications for LINE.
Note: We do not offer support for devices that are jailbroken or rooted.
After you've made sure that you're using the recommended system specifications, try the following troubleshooting tips:
• Restart your device.
• Switch to a different network.
• Stop the installation and start it again.
• Go to your device settings and make sure there are no restrictions on installing the app.
• Make sure you have enough free space on your device.
• Turn Airplane mode ON, then OFF again.
If you can't update the LINE app, try offloading the app.
If you’re still unable to resolve your issue after trying the tips above, please contact Apple for assistance.
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About My Inquiries
The My Inquiries page shows the inquiries you've sent to LINE Customer Care, as well as all the replies you've received.
Note: LINE Customer Care will also reply to the email address you enter when you send your inquiry.
You can access My Inquiries from the link in the notification that you receive from the Service Messages official account.
Note: For more information about the Service Messages official account, see this Help article.
Each of your inquiries will have one of the following statuses.
• Pending: This status shows that your inquiry has been received by LINE Customer Care, or that we sent you a reply asking for additional information.
• Answered: This status shows that LINE Customer Care has sent an answer to your inquiry.
• Closed: This status appears when an inquiry does not need to be answered (because it was a duplicate, or for another reason).
Inquiries will appear in your history for one year from the date they are received.
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Offloading the LINE app
With iOS devices, you can offload apps to free up space while still keeping the app data. This is one general solution we recommend trying if you experience issues with LINE.
To offload the LINE app:
1. On your phone, tap Settings > General > iPhone Storage.
2. Tap LINE in your list of apps.
3. Tap Offload App > Offload App.
4. After offloading the app, tap Reinstall App.
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About the Service Messages official account
When you send an inquiry via the Inquiry Form, the Service Messages official account sends you a notification from LINE Customer Care to let you know that it was received.
Note: You'll get a notification if you send an inquiry from within LINE or a related service app, or if you send an inquiry while logged in to your LINE account.
Notifications are sent via chat message when your inquiry is received and when LINE Customer Care sends you a reply. To check your inquiries and replies, access My Inquiries in the notification message you received.
Note: The Service Messages official account cannot be blocked, and there is no way to stop receiving messages from it.
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I sent an inquiry but didn't get a notification from the Service Messages official account
The Service Messages official account sends you a notification when you inquire from:
• Within LINE or a related service app.
• The Inquiry Form after logging in to LINE.
Notifications are not sent from the Service Messages official account for any other types of inquiries.
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I don't see my inquiry in My Inquiries
The My Inquiries page shows inquiries that you sent from:
• Within LINE or a related service app.
• The Inquiry Form after logging in to LINE.
You'll also receive a notification from the Service Messages official account when you send an inquiry in one of the ways mentioned above.
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I can't access My Inquiries
You can only access My Inquiries via notifications from the Service Messages official account.
Note: This feature cannot be accessed using LINE for PC.
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The error message "Unable to use account" suddenly appeared
The "Unable to use account" error message usually appears for one of the following reasons.
Your LINE account has become inaccessible because the registered phone number was removed
Note: Once your account becomes inaccessible, the data related to it (including your friends and chat history) is deleted and cannot be restored.If a new account was created with the phone number that was registered to the LINE account you were using:
The same phone number being registered to more than one LINE account is causing the issue.Note: With the smartphone version of LINE, the same account cannot be used on multiple devices.
Note: You can use the same account on LINE for PC or LINE for iPad by logging in with the same email address.
If a phone number you canceled was still registered to your LINE account:
Your account may have become inaccessible because someone else began using your canceled phone number and registered it to their LINE account.Note: Rest assured that the person currently contracted with your old phone number cannot access your previous LINE account data, and your account has not been stolen.
Your LINE account was transferred to a different device
Transferring your account to a different device (e.g. smartphone, tablet) will make it inaccessible on the previous device.If you want to use your LINE account on the previous device again, tap OK or Delete on the "Unable to use account" error message screen > Log in and transfer your account.
Note: You can use the same account on LINE for PC or LINE for iPad by logging in with the same email address.
You shared your verification code, phone number, password, or account transfer code with someone
Someone else may have used the information they learned from you to access and use your LINE account without your permission. Please contact us via this Inquiry Form and we will check your account information.Note: For more details, see this Help article.
If none of the cases above apply to your situation, contact us via this Inquiry Form and we will look into the matter.
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Reinstalling LINE
To reinstall the LINE app:
1. Back up your chat history by referring to this Help article.
Note: You will not be able to restore your chats if you don't back them up in advance.
2. Delete the LINE app and reinstall it from the App Store or Google Play Store.
3. Transfer your LINE account by following the steps in this Help article.
4. When the screen to restore your chat history appears, tap Restore chat history.
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