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What is the Customer Care contact information for each country?

LINE Pay Customer Care is handled separately by country.

Please refer to the link below which corresponds to the country of the phone number you registered with LINE.

Japanese phone number

Thai phone number

Taiwanese phone number

If you are using a phone number for any other country, please contact us via the Inquiry Form.

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What should I do if I have a problem with LINE Pay?

If you encounter a problem with LINE Pay, you may be able to resolve it by trying one of the following:

• Send an inquiry through the Inquiry Form.

• Add the LINE Pay official account as your friend > open the relevant chat room > tap LINEトークでヘルプ, and enter a keyword.

• Check the Help page here.

Note: The LINE Pay official account is only available in Japanese.

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Can I offer LINE Pay as a payment method at my store? (For merchants)

For information on offering LINE Pay as a payment method, please see the LINE Pay Merchants website.

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What is unauthorized use compensation?

Unauthorized use compensation reimburses you for any damages caused by unauthorized use of your LINE Pay account.

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My account was used fraudulently

If you find that your account has been used fraudulently, please report it here. We will look into the matter and contact you for more details.

Note: To be eligible for compensation for the unauthorized use of your account, you need to file a police report first.

You can check the usage history of your Visa LINE Pay credit card at Visa merchants with Vpass (for Mitsui Sumitomo card members). For more information, see this page (only available in Japanese).

Note: You need to log in to your Vpass account.

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Am I eligible for compensation if my account was used fraudulently?

If your LINE or LINE Cash/Money account information was stolen and your account or Cash/Money balance was used fraudulently, you will be compensated for the damage incurred.

The compensation period covers the day we received your inquiry and goes back 30 days (for a total of 31 days). You can be compensated only in cases where your LINE Pay account was used fraudulently.

Compensation is not available if:

• The issue was a result of deliberate action or gross negligence by the user.

• The issue was the result of the device being misused.

• LINE determines compensation is not warranted for another reason that is not listed.

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What is the maximum amount coverable by unauthorized use compensation?

For one incident (damages caused by one event or a sequence of events due to one reason), the maximum amount coverable is generally JPY 100,000.

However, if damages exceed JPY 100,000 for a LINE Money account, we can consider raising the maximum based on the usage situation and the findings of the police investigation.

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About LINE Points earned for using LINE Pay

For more information about LINE Points, please see this Help article.

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Changes made to LINE Pay (August 2015)

As of August 2015, the phone number and email address you registered to LINE will also be the same for your LINE Pay account.

The first time you log in to LINE Pay after this change, you will be asked to confirm and agree to it.

Additionally, please understand this specification will be in place if you sign up for a new LINE Pay account.

If you do not agree and want to delete your LINE Pay account, please contact us here.

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A store's LINE account was added to my friend list

A store's LINE account may be added to your friend list when you make a payment using My Code. You can stop such accounts from being added as friends by unchecking the agreement option on the payment screen.

Note: You can still complete payments without adding the store as a friend.

You can also turn off notifications for the accounts of individual stores if you're receiving too many messages from them.

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Receiving money transfers from companies (LINE Payかんたん送金)

This feature (LINE Payかんたん送金) lets you easily request money transfers to your LINE Pay balance from companies. You can use it for reimbursements for work and travel expenses, compensation for crowdsourced work, promotional rewards, and more.

To use this feature, you need to share your LINE Pay number with companies.

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LINE Pay number

You can share your LINE Pay number with companies to easily request money transfers.

To check your number, tap Transfer Number from the LINE Pay main menu.

For more information about the feature for requesting money transfers, see here.

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I can't receive a money transfer from a company

You won't be able to receive a money transfer if the amount puts you over your balance limit.

If you haven't exceeded your balance limit and you're still not able to receive a money transfer, please contact the relevant company directly.

Checking your history of added money, withdrawals, and payments

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About Reports

The Reports page lets you view and manage your use of LINE Pay (e.g. income, expenses) by category or in a breakdown. You can also manage the receipts you've posted in LINE Receipts.

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Using Reports

Go to the LINE Pay main menu and tap Reports > the LINE Pay tab > History, then select a transaction. The following customization options are available.

Edit your categories

Income and Expenses are automatically selected as the initial categories. You can edit the categories by tapping them.

Omit transactions

Check the Omit from reports option on a transaction to omit it and any future transactions with similar patterns from being compiled in your reports. These transactions will appear crossed out under History.

Write memos

Enter memos about your transactions at the bottom of the screen to keep track of important information.

For information on LINE Receipts, see here.

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