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Announcements
Issues occurring on iOS 17
We sincerely apologize for any inconvenience caused on this occasion.
We're looking into the following issues occurring on iOS 17.
• Users are unable to scroll properly after tapping See all when viewing a message in a chat.
• Photos cannot be edited with the in-app camera.
• The app freezes when some videos are viewed in LINE VOOM.
The issues will be fixed in the next version update, so we ask for your patience until then.
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Important announcements
LINE Out has ended
LINE Out was discontinued at 5 pm on Wednesday, May 31, 2023 (UTC+9).For information on how to have unused Call Credit refunded, please check the Notices page on the LINE Out official website.
LINE Avatar has ended
LINE Avatar is no longer available on all versions of LINE for both iOS and Android as of Wednesday, June 7, 2023.See the following notice for more details about the closing of the LINE Avatar feature.
Closing of Avatar Feature on LINE Messenger
Agreeing to the Revisions to the LINE Corporation Privacy Policy
The LINE Privacy Policy has been revised in accordance with the amended Japanese Act on the Protection of Personal Information, which went into effect in April 2022.To continue using LINE in the future, you will need to agree to the Revisions to the LINE Corporation Privacy Policy.
A notice about these revisions will be displayed in the LINE app. If you choose Skip for now, this notice will appear again after a certain amount of time.
If you don't agree to the revised Privacy Policy, you'll see this notice every time you start LINE from March 28, 2022.
For details about what revisions were made, see the Revisions to the LINE Corporation Privacy Policy.
LINE VOOM service ends
Note: The following information does not apply to users of the LINE VOOM service in Hong Kong, Indonesia, Japan, Taiwan, and Thailand.Refer to the following schedule (as of September 7, 2023) for important dates related to the end of the LINE VOOM service.
Effective January 16, 2024, all data including posts will be deleted.
Note: Exact dates are subject to change. We will notify users in advance if there are changes to any of the dates mentioned in this Help article.
Please note that you'll be able to apply to back up your own LINE VOOM posts on this website from August 7, 2023, to October 23, 2023.
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FAQs
How to contact us if you're having problems with LINE
We've prepared tools to help you solve the issues you're having with LINE.
You can solve many questions and issues by making use of our Help articles. Be sure to give them a look before contacting us.
To check our Help articles:
Our Help articles are like a user guide for LINE. They answer questions about not only configuring LINE settings, but also about solving issues in an easy-to-understand manner.
To make the answers you're looking for easy to find, we have FAQs that answer common inquiries and a search box at the top of the page to enter your questions or relevant keywords and bring up potential answers.
To ask a question via our Inquiry Forms:
Inquiry Form for services other than the LINE app (e.g. LINE Official Account)
Note: If you can't log in to your LINE account, select Continue without logging in.
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I suddenly became unable to use a feature
If your use of the service may have been suspended for violating (or being suspected of violating) the Terms and Conditions of Use, read the following Help articles and check the details of the suspended accounts.
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The error message "Unable to use account" suddenly appeared
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.
Related Help article:
The other person cannot access your LINE data (such as your friends or chat history) and your account has not been stolen.
To prevent the same situation from occurring in the future, be sure to register your latest phone number to LINE if it changes.
As there is no way to transfer your previous LINE account, we ask that you create a new LINE account with the phone number you're currently contracted with.
We may be able to transfer some paid items after looking into the matter.
The following can be transferred:
• Stickers, themes, and emoji (including those received as gifts)
• Your purchase history of paid items, along with your Coin and LINE Point balances
• Your Credit balance added on LINE STORE
If you'd like us to look into your paid items, please contact us via this Inquiry Form.
You entered and verified the same phone number with LINE on another device
The same phone number being registered to (verified with) 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.
You can only verify the app on one device per phone number or email address. If you verify your LINE account with the same phone number on a different device, the account on your previous device will automatically be deleted and you will no longer be able to use it.
Please keep using the account you can currently use, or create a new one.
As there is no way to transfer your previous LINE account, we ask that you create a new LINE account with the phone number you're currently contracted with.
We may be able to transfer some paid items after looking into the matter.
The following can be transferred:
• Stickers, themes, and emoji (including those received as gifts)
• Your purchase history of paid items, along with your Coin and LINE Point balances
• Your Credit balance added on LINE STORE
If you'd like us to look into your paid items, please contact us via this Inquiry Form.
Someone else entered your information (e.g. verification code, phone number, password, account transfer code) on another device
If you don't think the scenarios above apply to your situation, it's possible someone else used your information and performed an unauthorized login on/stole your LINE account.
Please send us the details via this Inquiry Form so we can look into the matter.
If we confirm an unauthorized login as the result of our investigation, we will transfer your items.
The following can be transferred:
• The right to use your paid items such as your LINE stickers and themes (including those received as gifts)
• Your item purchase history and Coin balance
• Your Credit balance added on LINE STORE
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Checking/changing your password
Unfortunately, there is no way to directly check your registered password.
If you forgot your password, follow the steps below to change it.
Note: Be sure to write your new password down so you don’t forget it.
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:
- Uppercase letters
- Lower case letters
- Numbers
- Symbols
If you're viewing this article on your smartphone, tap here to go to the Account screen.
If you don’t have access to your old device when transferring your account, see this Help article.
We recommend setting a password that is difficult for third parties to guess. For tips on setting a secure password, see this Help article.
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Logging in to LINE on your iPad or PC using your smartphone's unlock method
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 six-digit 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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"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.
• 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.
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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Creating a new account
You need a device that can receive text messages or phone calls to create a new LINE account.
To create a new account:
1. Open LINE and tap Sign up.
2. Confirm the Terms and Conditions of Use and Privacy Policy, then enter your phone number and tap the arrow.
3. Enter the verification code you received via text message.
Note: If you see a message that says "Welcome back, XXXX!" after entering the verification code, tap No, that's not me.
4. Tap No, create a new account.
5. Enter a name, set a profile photo, and tap the arrow.
6. Create a password and tap the arrow.
7. Choose whether to add friends from your device's contacts, then tap the arrow.
If you see someone else's name after verifying your phone number, see this Help article.
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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.)
• iCloud Drive is turned ON.
• You're connected to the correct Apple ID. (See this Apple Support page for details.)
• There is enough free space in iCloud Drive.
If you do not have enough storage space in iCloud Drive or on your device
If an auto-backup fails because you don't have enough free space in iCloud Drive or on your device, the LINE official account will send you a chat notification like the one below.Note: You will not receive a notification if an auto-backup fails for another reason.
• "Unable to back up your chat history. You don't have enough free space on your device."
If you receive a notification like this, or if you find that you cannot do a periodic backup in the LINE app, refer to this Apple Support page and make sure that you have enough free space in your iCloud Drive and on your device, then back up your chat history again.
We recommend regularly checking the app to make sure your chat history is successfully backed up.
If your chat history backup won't complete
Try the following steps:1. Go to your device's Settings and tap the Apple ID user name.
2. Tap iCloud > Manage Storage.
3. Tap LINE > Delete Data > Delete.
4. Open LINE and tap the Home tab > Settings > Chat history backup.
5. Tap Back up now.
Even if you're unable to back up your chat history to iCloud 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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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.
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.
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.
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.
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.)
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.
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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About the backup PIN
A backup PIN lets you transfer your chat history when you transfer your LINE account.
Note: To transfer your chat history in this way, you need to update LINE to version 12.13.0 or later. (Update LINE to the latest version)
Even if you haven't backed up your chat history beforehand, you can transfer your chat history from the last 14 days regardless of the OS when you set up a backup PIN.
Note: If you've backed up your chat history beforehand, you can only transfer your entire chat history between the same OS. Refer to the following Help article for details.
Backing up your chat history
For the steps to set, check, or reset your backup PIN, refer to the following sections.
2. Tap Back up now or Create backup PIN and back up chat history.
3. Enter a six-digit number.
4. Tap the arrow.
2. Tap Backup PIN.
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. Check the PIN you currently have set.
4. To change your PIN, tap Change.
5. Enter your new PIN, and tap Change.
Make sure your backup PIN is a secure combination to prevent it from being used by someone else without your permission.
Here are some tips for setting a hard-to-guess backup PIN:
• Don't use consecutive numbers (e.g. 123456).
• Don't use the same number repetitively (e.g. 111111).
• Don't make the PIN your birthday.
Note: To transfer your chat history in this way, you need to update LINE to version 12.13.0 or later. (Update LINE to the latest version)
Even if you haven't backed up your chat history beforehand, you can transfer your chat history from the last 14 days regardless of the OS when you set up a backup PIN.
Note: If you've backed up your chat history beforehand, you can only transfer your entire chat history between the same OS. Refer to the following Help article for details.
Backing up your chat history
For the steps to set, check, or reset your backup PIN, refer to the following sections.
Setting a PIN code
1. From the Home tab, tap Settings > Backup and transfer > Chat history backup/Back up and restore chat history.2. Tap Back up now or Create backup PIN and back up chat history.
3. Enter a six-digit number.
4. Tap the arrow.
Checking/resetting a backup PIN
1. From the Home tab, tap Settings > Backup and transfer > Chat history backup/Back up and restore chat history.2. Tap Backup PIN.
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. Check the PIN you currently have set.
4. To change your PIN, tap Change.
5. Enter your new PIN, and tap Change.
Make sure your backup PIN is a secure combination to prevent it from being used by someone else without your permission.
Here are some tips for setting a hard-to-guess backup PIN:
• Don't use consecutive numbers (e.g. 123456).
• Don't use the same number repetitively (e.g. 111111).
• Don't make the PIN your birthday.
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Registering an email address
Registering an email address to your LINE account makes it possible for you to reset your password in the case that you forget it.
To register an email address:
1. Go to the Home tab > Settings > Account > Email address.
2. Enter an email address, then tap Next.
3. Enter the verification code or tap the URL in the email that was sent to you > OK.
Tap here to open the Account screen from your smartphone.
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Leaving groups
Your chat messages, notes, albums, and photos will not be deleted if you leave a group. If there is anything you want to delete, make sure to do so before leaving the group.
When a group member deletes their account or leaves the group, a message appears saying "XXXX left the group."
To leave a group:
1. Tap the menu icon at the top of the group chat screen > Leave.
2. Tap Leave.
If every member leaves, all of the content posted in the group will be deleted and cannot be restored.
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About Letter Sealing
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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