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Account
What should I do if I have forgotten my passcode?
If you forget your LINE Pay password, please set a new password according to each case.
Case 1: Email is registered with LINE and credit card is linked to Rabbit LINE Pay.
Case 2: Email address is not registered with LINE but credit card is linked to Rabbit LINE Pay.
For case 1&2 please follow the steps below.
For foreigners, if you do not have a card registered to Rabbit LINE Pay, you will not be able to reset your passcode. In this case, please contact us here.
1. Tap Forgot your passcode? found under the passcode input box.
2. Select a verification method to verify your identity.
To verify your identity, choose one of the following:
- Registered credit card (you must wait 24 hours after registering the card as your payment method)
- Thai Citizen ID Card
Note: If you incorrectly enter your registered card information five times when resetting your passcode you will not be able to resume using your account. In this case, please contact us here.
3. Please enter the required information for the relevant verification method you chose and tap OK.
4. Tap OK on the notification pop-up on the screen to receive the verification code by phone call. If you are unable to use your registered phone number, update to the latest version of LINE and register a phone number that is able to receive voice calls.
5. Enter the verification code that is issued via TTS (Text-to-Speech) to your phone number registered on LINE and tap OK.
6. If registering an email with LINE but not having a credit card linked to Rabbit LINE Pay, the system will send a temporary password to the email address registered with LINE, then enter the temporary password on the screen.
7. There will be a message indicating Do you want to set a new password? Please select OK to continue creating a new password.
Other cases other than the above or if you encounter problems during the process, you can request to reset the password at Inquiry Form.
1. Select service Rabbit LINE Pay
2. Select category Register / Cancel service / Forgotten password
3. Details, select Forgot password
Complete with attaching documents to verify ownership of the Rabbit LINE Pay account (selfie photo while holding an ID card) and proof of ownership of a mobile phone number (if any).
When the team has done all process, you will receive a link to reset your password via LINE message. The link is valid for 30 minutes only.
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Can I deactivate my account?
To deactivate your account in the case of an emergency, such as if you lost your device, please apply here.
To reactivate your account, simply enter your passcode on your smartphone. For more details, please see this article.
If you wish to delete your account instead of deactivating it, please see this article.
Please note that Rabbit LINE Pay accounts are free, and no money will be moved unless you use Rabbit LINE Pay to make payments or send money. There is no need to deactivate or delete your account if you will not be using it for a period of time.
If you wish to delete your account instead of deactivating it, please see this article.
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I want to reactivate my account
If you are unable to access your Rabbit LINE Pay account, please refer to the section below on how to reactivate it which applies to your situation.
The account was deactivated upon your request
You can reactivate it on your smartphone. To reactivate your account, start Rabbit LINE Pay and enter your Rabbit LINE Pay passcode on the passcode input screen.
If you haven't set a Rabbit LINE Pay passcode, you won't be able to reactivate the account yourself. In this case, please contact us here.
You transferred your LINE account using a phone number from a different country
When you transferred your LINE account (using your registered email address or the Facebook account it is linked with), use of your Rabbit LINE Pay account will be restricted if you verify your LINE account with a phone number from a country different from the one it was previously verified with. This is in order to protect your account's payment information. If your Rabbit LINE Pay account is restricted, you can delete it yourself, or use your existing Rabbit LINE Pay account again.
• Deleting your Rabbit LINE Pay account
When you tap Reset Account from the lockout screen, all of the information from the Rabbit LINE Pay account you had been using until now will be deleted, and you can register again.
• Using the Rabbit LINE Pay account you had been using again
Reinstall the LINE app, then use the phone number you had been using for verification again when you log in. After verifying your account, you can use the Rabbit LINE Pay account you had been using again by going to More > Rabbit LINE Pay from the LINE app.
• If you cannot reset your account and are having issues using it
Please contact us again after referring to this page.
You changed to a device that is not supported by Rabbit LINE Pay
Rabbit LINE Pay can only be used on Android or iOS smartphones. If you transfer your LINE account to a device running either Android or iOS, you will be able to use Rabbit LINE Pay again.
You transferred your account without setting a passcode and your account was deactivated
If you transferred your LINE account without setting a Rabbit LINE Pay passcode, your Rabbit LINE Pay account will be deactivated as a security measure. If you'd like to use Rabbit LINE Pay again, please contact us here.
You cannot access Rabbit LINE Pay because you changed your device
When transferring your LINE account to a new device, if you accidentally created a new account or deleted your account, you will not be able to access Rabbit LINE Pay even if the device is supported. To use the service again, please delete your existing Rabbit LINE Pay account and sign up once more. Please request to delete your account here.
You cannot access your account because you forgot your passcode or are locked out of your account
If you entered the wrong card information or Reference No. more than five times when trying to reset your passcode, your account will be restricted and you will be unable to reactivate it yourself. In this case please contact us here.
You cannot access your account for reasons other than the above
Please contact us here.
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How to reactivate your account
The procedure to reactivate your account differs depending on the reason your account was suspended and the country you registered your account in (the country code of your registered phone number).
Please refer to the article relevant to your country.
- For Japan, see this article.
- For Taiwan, see this article.
- For Thailand, see this article.
- For Indonesia, see this article.
- For all other countries, see this article.
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Can I continue using Rabbit LINE Pay after changing to a new device?
Yes, you can continue using Rabbit LINE Pay even if you change to a new device.
Install LINE on your new device and log in via Log in to carry over your LINE account. This will automatically carry over your Rabbit LINE Pay account information.
However, you will not be able to use Rabbit LINE Pay in the following cases, even if you carry over your LINE account. If the below applies please delete your Rabbit LINE Pay account before changing devices.
1. If you carry over your LINE account to a device operating on an OS not supported by Rabbit LINE Pay. OSes other than iOS and Android are not supported, including BlackBerry, Nokia, and Windows Phone.
2. If you carry over your LINE account to a device not supported by Rabbit LINE Pay. Devices other than a smartphone, such as tablets, are not supported.
3. If you carry over your LINE account to a phone number of a different country.
The Rabbit LINE Pay features available differ by country.
If you carried your account over to a phone number of a different country, your Rabbit LINE Pay account will automatically become inaccessible. In this case, you will no longer be able to use your Rabbit LINE Pay account, even if you carry over your account to a phone number of your previous registered country.
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I can't use my account after changing devices
If you create a new account instead of selecting Log in after changing to a new device, repairing your device, or reinstalling LINE, your Rabbit LINE Pay account information will not be transferred. You will need to sign up for Rabbit LINE Pay once again.
Please note that you will not be able to sign up for a new Rabbit LINE Pay account if your previous account has a negative balance or has any transactions pending. In this case, please contact Rabbit LINE Pay Customer Care.
Rabbit LINE Pay Customer Care
Phone: 02-026-3779 (Business hours: 07:00 AM - 10:00 PM Daily)
Rabbit LINE Pay CS Official Account: Add friend here (Business hours: 07:00 AM - 10:00 PM Daily)
If your previous Rabbit LINE Pay account had a positive balance, you can transfer it after verifying the credit card or bank account you registered to your previous Rabbit LINE Pay account. Please call the Rabbit LINE Pay Customer Care number above if you are unable to verify your registered information.
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How to verify your identity if you forgot your passcode
The procedure to verify your identity in order to reset your passcode differs depending on the country you registered your LINE account in (the country code of your registered phone number).
Please refer to the article relevant to your country.
- For Japan, see this article.
- For Taiwan, see this article.
- For Thailand, see this article.
- For Indonesia, see this article.
- For all other countries, see this article.
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Can I use the same Rabbit LINE Pay account on multiple devices?
Do I need to enable a passcode?
Setting a Rabbit LINE Pay passcode will protect your Rabbit LINE Pay account in the event that your mobile phone is lost or stolen.
To protect information such as your Rabbit LINE Pay balance and card details, please follow the steps below.
1. From Rabbit LINE Pay go to Settings > Passcode.
2. Switch ON Toggle Passcode.
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How do I change my passcode?
You can change your passcode from the Rabbit LINE Pay Settings.
Steps to change your passcode:
1. Go to Rabbit LINE Pay Settings.
2. Tap Passcode.
3. Tap Reset Passcode.
4. Enter your current passcode.
5. Enter your new passcode.
To ensure the security of your account, please use a different passcode for Rabbit LINE Pay from other services, and change it regularly.
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I don't know the phone number or email address registered to my Rabbit LINE Pay account.
The phone number and email address registered to your Rabbit LINE Pay account will differ depending on which version of LINE you are using. In LINE go to Home > Settings > LINE to check the app version. To confirm the phone number and email address registered to your Rabbit LINE Pay account, follow the steps which apply to you.
LINE for Android
Version 5.4.1 or later - in LINE go to Home > Settings > Account
Version 5.4.0 or earlier - in Rabbit LINE Pay go to Settings > Registered Information
LINE for iOS
Version 5.3.1 or later - in LINE go to Home > Settings > Account
Version 5.3.0 or earlier - in Rabbit LINE Pay go to Settings > Registered Information
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Why can't I set a passcode?
In order to use LINE Pay safely, you're required to set a 6-digit passcode.
Please be aware that you cannot set one if:
• The same number is being used three or more times consecutively
E.g. 111***
• There are less than two kinds of numbers, even if they are not consecutive
E.g. 202020
• There is a set of three numbers in ascending or descending order
E.g. 123***, 876***
• The last four digits of the phone number registered to LINE Pay is used
E.g. If your registered phone number is 090-1234-5678, your passcode can't include 5678.
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