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Issues
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Creating/transferring a LINE account
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Managing LINE account
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Purchasing/using items
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Friends/Groups
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Chats/Calls/Notifications
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Get more out of LINE
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Security/Privacy
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About Business Alliances
Account/Profile issues
Friend and profile information differs from what others see/Changes to settings do not appear
This happens when your device cannot auto-sync with our servers for some reason. Update LINE to the latest version here, then restart your device.
If you've updated LINE and restarted the app as well as your device but are still experiencing the issue, check the information below for the issue you're having.
Your friend and group information differs from what others see
Affected information: Friends, groups, group invitations, friend recommendations, favorites, hidden accounts, and blocked accountsE.g. The group name you see differs from the name your friends see; You receive chat messages from someone whose account you've blocked.
Note: Do not sync your information multiple times in a row.
Your profile information differs from what others see/Changes to settings do not appear
Affected information: Profile photo, display name, status message, LINE ID, LINE Profile+, and other settingsE.g. The profile photo you set differs from the one your friends see on their LINE accounts.
Note: Do not sync your information multiple times in a row.
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My LINE account was or may have been stolen (logged in to without my authorization)
For information related to unauthorized logins and stolen LINE accounts, see the following sections.
If you can use your LINE account:
If you're able to use LINE (e.g. send/receive messages) on your device, it means your account wasn't stolen. Please rest assured as you can continue using your LINE account.
If you got a login notification from the LINE official account or your account sent out messages that you don't remember sending yourself, it's possible:
• Someone else attempted to log in to your LINE account.
• Someone logged in from a PC or iPad using your LINE account.
• Someone used your device without permission.
• A message was unintentionally sent while your device was in your pocket.
If any of the situations above apply to you, be sure to:
If you got a message saying someone logged in to your LINE account on another device, be sure to also see the following Help article.
If you can no longer use your LINE account:
Contact us with the details of your issue via this Inquiry Form. We will delete the LINE account to prevent further abuse by the culprit.
Also, if you had any items, we can restore them after confirming they were on your old account.
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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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.
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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My friends are seeing duplicates of my account
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. If you're unable to use your previous device, you will not be able to delete your previous LINE account.
Ask your friends to refer to the following Help article and block your previous LINE account as it cannot be deleted from their friend list.
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Let us know if we can make it better.
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