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Manually syncing the chat list/history on your device with the information on LINE's servers

Your device automatically syncs with LINE's servers when it can connect to a network. This keeps your account up to date.

However, if your device cannot successfully sync for some reason and its information differs from the information on LINE's servers, you can sync the information manually.

If any of the following issues occur and you are unable to fix them by updating LINE to the latest version or restarting the app, please try syncing your device information manually.

• Your chat list information is incorrect (e.g. a chat no longer appears even though you did not delete it)

- Affected information: Chat list

• Your chat history differs from what other users see (e.g. the content of your chat is different from your friend's chat)

- Affected information: Chat history

Note:

- You can select up to ten chats in your chat list each time you manually sync your chat history.

- Chat messages can no longer be synced manually after a certain period of time has passed. (We are unable to provide details about the exact length of time.)

To access the syncing screen, tap one of the links below from the smartphone that you use with LINE.

Note: Do not sync your information multiple times in succession.

Repair your chat list

Repair your chat history

Important: Be sure to back up your chat history before manually syncing it. If your chat history is encrypted and you don't back it up before doing a manual sync, you will no longer be able to see your chat messages.

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I can't send/receive chat messages

If you're experiencing issues sending or receiving chat messages, check the information below.

Issues sending chat messages

There may be a network connection issue. Check your connection and try again.

When a message is sent successfully, the time it was sent will appear next to it. If someone still cannot see a message that was sent successfully, it may be due to one of the following reasons.

• If the other user hasn't added you as a friend, they may have the Filter messages setting turned ON.
Note: If this is the case, you need to have them tap the Home tab > Settings > Privacy, turn Filter messages OFF, and add you as a friend.
• The other user's LINE account may have changed (e.g. due to changing devices).
Note: We can't provide details about the state of another user's LINE account for security reasons.
• Your use of the service may have been suspended due to violating our Terms and Conditions of Use.

Issues receiving chat messages

• There may be a network connection issue. Check your connection and try again.
• You may have the Filter messages setting turned ON. If so, you won't receive chat messages from users that you haven't added as friends.
• Your use of the service may have been suspended due to violating our Terms and Conditions of Use.

If the issue persists, try the following troubleshooting tips.

• Update the LINE app here.

• Update your OS to the latest version.

• Close all running apps.

• Restart your device.

• Delete any unnecessary apps and data on your device.

• Check or disable any web limiting or filtering services you may have in place.

• Go back to your chat list and reopen the chat you're having issues with.

• Reinstall the LINE app. (For details, see this Help article.)

Please note that sometimes it may take a while for a chat message to show up after you receive the notification.

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