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Chat issues

I suddenly became unable to send messages

Your use of the service may have been restricted due to violating (or being suspected of violating) the Terms and Conditions of Use. Below are the main standards for what constitute violations.

• Posting content that is generally considered unacceptable, such as abusive language, obscene content, or any other obscene expressions.

• Exchanging personal information (e.g. phone number, address, LINE ID), or continually inviting or soliciting others to meet in person.

• Engaging in any unlawful acts, such as the illegal trading of banned substances, stocks, etc.

• Acts of planning or inviting minors to inappropriate meetings or assemblies.

• Acts deemed to be spamming, such as sending multiple stickers or posts in a row over a short period of time.

Note: For security reasons, we do not provide details regarding the basis for what violates our Terms and Conditions of Use, or why the service has been suspended.

The temporary suspension period is between 24 hours and seven days. However, suspensions longer than seven days may be applied depending on the details of the violation.

Note: You can use the suspended feature again once the suspension period is over.

Please refer to Standards regarding posts on LINE on LINE Safety Center and take care not to engage in any activity that could result in your use being suspended in the future.

If you don't remember doing anything that could have violated the Terms and Conditions of Use, contact us via this Inquiry Form and we will look into the matter.

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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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My chats disappeared

Your chats are saved in the LINE app on your device. For this reason, you cannot restore missing chats if:

• You deleted the chat they were in.

• Your device has changed (e.g. because you had it repaired or switched to a new device).

• You deleted (or uninstalled) the LINE app.

Even if your chats were deleted, you can restore them if you backed them up beforehand. To do so, uninstall and then reinstall the LINE app.

Note: When you uninstall the app, all of your chats are deleted from your device.

You cannot restore chats that weren’t successfully backed up, or that weren’t backed up at all.

We strongly recommend regularly backing up your important chats. For information about backing up your chat history, see this Help article.

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App crashes

If the app crashes when you are in a chat, there may not be enough memory on your device. Please try the troubleshooting tips listed below.

• Close all running apps.

• Restart the LINE app.

• Restart your device.

• Ensure that you have more than 2 GB of free space on your device.

• Clear the LINE app's cache. (See here for information on how to do so.)

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Problems with images, videos, and audio messages

It may take some times to send, receive, and display images, videos, and audio messages. Images are only stored on our servers for a certain period of time, after which they can no longer be received. We are unable to provide details about how long images are stored.

By tapping the thumbnail received in a chat, you can save the image in your LINE app. To save it in the default gallery app on your device, please tap Save after opening the image.

Images saved in the LINE app will become unavailable if you delete the app's cache using a cache clearing app.

For problems with images, videos, and audio messages, please try the following.

1. Close all running apps.
2. Restart your device.
3. Update your LINE app from the URL below.
https://line.me/update
4. Update your OS.
5. Delete any unneeded apps and data on your device.

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I'm having issues with group chats

Please check the Help page for the feature or service you're having issues with.

• Issues creating, inviting friends to, or leaving groups

• Issues using notes

• Issues using albums

If you're having another issue with group chats, please try the troubleshooting tips below.

• Update LINE to the latest version.

• Restart your device.

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

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Do I need to worry about other people being able to see my chats?

We respect your privacy above all else, and your sent/received messages and other information are treated with the highest level of security. LINE has established strict internal rules to ensure that your messages are protected.

Nothing you send or receive can be viewed by LINE or any third parties not participating in a chat.

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I received a chat message saying "Start chatting with your new friend now!"

With LINE, chat rooms are automatically created for recently added friends. "Start chatting with your new friend now!" is always the first message in these chats.

Also, if you or your friend turn the "Allow others to add me" setting ON, your chat room may be recreated and appear at the top of your chat list.

If a chat with a friend you haven't messaged recently appears at the top of your chats, it may be because that friend turned their "Allow others to add me" setting ON.

Rest assured that this message does not mean an account is being impersonated or has been stolen.

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Chat list information is incorrect/My chat history differs from what others see

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 chat list information is incorrect

Affected information: Chat list
E.g. A chat no longer appears even though you did not delete it.

Try manually syncing your chat list information yourself by tapping this link from the smartphone that you use with LINE.
Note: Do not sync your information multiple times in a row.

Your chat history differs from what others see

Affected information: Chat history
E.g. The content of your chat is different from your friend's chat.

Try manually syncing your chat history yourself by tapping this link from the smartphone that you use with LINE.
Note:
- Do not sync your information multiple times in a row.
- 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.)

Be advised:
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 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.

I suddenly became unable to use OpenChat

I suddenly became unable to send messages

I get an error when creating/deleting/inviting others to groups

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