If you've forgotten your passcode, you can reset it by following the steps below after updating the LINE app to the latest version.
1. Tap Forgot your passcode? under the passcode input box.
2. Follow the onscreen guidance to reset your passcode.
Note: The methods available to verify your identity will differ depending on the status of your registration.
Verifying your identity with your registered LINE Pay information:
You can use the following methods to verify your identity. Tap the verification method you want to use and enter the required information in the verification form.
• Registered credit card or LINE Pay card
Note: You need to wait 24 hours after registering a credit card as your payment method.
• Registered bank account
Note: If you're verifying your identity with a Japan Post Bank (ゆうちょ銀行) account, you need to enter the branch code (three digits) and the account number (seven digits) in the verification form. For more information, see this website (only available in Japanese).
If your LINE Pay account is restricted for entering the wrong information multiple times when verifying your identity:
Your account will be restricted if you enter the wrong information five times. If this happens, you will not be able to reactivate your account yourself, so please contact LINE Pay Customer Care.
If the screen to delete your LINE Pay account appears instead of the Forgot your passcode? option:
For security reasons, you will not be able to reset your passcode if the information required to verify your identity wasn't registered on LINE Pay. Tap Delete account to delete your LINE Pay account and then sign up for a new one.
- Deleting your LINE Pay account will erase all of your account information, such as your purchase history.
- Deleting your LINE Pay account will not affect your LINE account or Points.
If you want to continue using your LINE Pay account without deleting it, please contact LINE Pay Customer Care.
If you do not know or cannot use your registered phone number:
After updating the LINE app to the latest version, register a different phone number on LINE that can receive text messages.
If you cannot reset your passcode after following the onscreen guidance:
Please contact LINE Pay Customer Care.
We answer user questions by chat messages on LINE via the LINE Pay inquiry official account (LINE Payお問い合わせ公式アカウント). Add this official account as a friend from this link.
Note: Assistance is only available in Japanese.
You can configure the passcode settings below by going to the LINE Pay main menu and tapping Settings > Passcode.
Note: These settings will also apply to the stand-alone LINE Pay app.
• Passcode verification for logins and payments
Turning this setting on will require you to enter your passcode for:
- LINE Pay logins.
- Code payments.
- Using the Pay bill feature.
Note: You won't need to verify your passcode again if you make another Pay bill or code payment within five minutes.
If this setting is turned off, you won't need to verify your passcode unless you spend JPY 300,000 or more in a single day.
• Use fingerprint (Android) or Use Touch ID/Face ID (iOS)
These features let you use biometrics instead of entering your passcode.
If you're unable to access your 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 LINE Pay and enter your LINE Pay passcode on the passcode input screen.
If you have forgotten your LINE Pay account passcode, the steps to set a new one differ depending on your registered country (the country code of the phone number you registered to your LINE account). After confirming your country code, please refer to the following:
• If your registered country is Japan, see this article.
• If your registered country is Taiwan, see this article.
• For all other countries, see this article.
If you haven't set a LINE Pay passcode, you won't be able to reactivate your account yourself. In this case, please contact us here.
You transferred your LINE account using a phone number from a different country
When you transfer your LINE account (using your registered email address or linked Facebook account), use of your 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 LINE Pay account is restricted, you can delete it yourself, or use your existing LINE Pay account again.
• Deleting your LINE Pay account
When you tap Reset account from the lockout screen, all of the information from the LINE Pay account you had been using until now will be deleted, and you can register again.
• Using the LINE Pay account you were using before
Reinstall the LINE app, then log in using the same phone number you used for verification before. After verifying your account, start LINE and tap the Wallet tab > LINE Pay to use your LINE Pay account again.
- Before uninstalling the LINE app, we recommend backing up your chat history.
- For more information on verifying your account after reinstalling LINE, see this Help article.
• If you cannot reset your account and are having issues using it
Please contact us again after referring to this page.
You cannot access your account 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 your LINE Pay account. You will also be unable to use your LINE Pay account if you cancel your registered email address from your LINE account.
For more information on transferring your account, see this article.
If you cannot use your LINE Pay account because you changed devices, please contact us here.
You transferred your account without setting a passcode and your account was deactivated
If you transferred your LINE account without setting a LINE Pay passcode, your LINE Pay account will be deactivated as a security measure. If you'd like to use LINE Pay again, please contact us here.
You cannot access your account because you forgot your passcode or are locked out of your account
If you forgot your passcode or are locked out of your account, see here.
If you enter the wrong card or bank account information more than five times when trying to reset your passcode, your LINE Pay 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.
In the event you changed or repaired your device, you can continue using LINE Pay.
Select Log in after reinstalling the LINE app on your new device to transfer your LINE account. Your LINE Pay information will also be transferred automatically.
See here for steps on how to transfer your LINE account.
Please be aware that you will not be able to use LINE Pay after transferring your account in the following cases. If any of the following apply to your situation, please delete your LINE Pay account before changing devices.
• You are transferring your account to a device with an OS that does not support LINE Pay.
Note: Other than iOS and Android, OSes such as BlackBerry, Nokia, and Windows Phone are not supported.
• You are transferring your account to a device that does not support LINE Pay.
Note: Other than a smartphone, devices such as tablets are not supported.
• You are transferring your account with a phone number that was issued from another country.
If you transferred your LINE account with a phone number issued from a different country, see here.
You won't be able to transfer your LINE Pay account if you aren't able to transfer your LINE account. To use LINE Pay on your new LINE account, you'll need to sign up for the service with a new account.
If you had a balance left over on your previous LINE Pay account, please apply to have it transferred via the Problem Report Form.
After you contact us from the form above, we'll assist you with the documents required for us to transfer your balance after we verify your phone number and other information.
Please understand that you won't be able to transfer the payment details from your previous LINE Pay account.
See the relevant information below after checking your Balance type. (You can find it by going to LINE Pay > Settings.)
Note: You can only apply to change your registered information from the smartphone you use with LINE Pay.
For LINE Money account holders:
• If you want to change your name or address, apply here. You'll need one of the following photo IDs:
- Driver's license
- 運転経歴証明書 (driving history certificate)
- Japanese passport
Note: Japanese passports without the "Information on Bearer" page are not accepted.
- Individual Number ("My Number") card
Note: Individual Number notification cards are not accepted.
- Residence card
- Special permanent resident certificate
• If you want to change or edit registered information other than your name and address, contact us via this Inquiry Form.
For LINE Cash account holders:
Please verify your identity. For more information, see this Help article.