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Account transfer/Verification issues

I’m not receiving the account transfer code

The account transfer code is sent to your old smartphone in a LINE chat message. You can also confirm this chat message on LINE for PC.

If you’re unable to receive the account transfer code, please contact us via the Inquiry Form.

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I don't see the screen to enter the verification code

Some devices automatically enter the verification code that is sent via SMS.

If you can see your friends and chats lists after starting LINE, it means your account has been successfully verified.

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I can't receive the verification email when registering my email address

If you're not receiving the email with the verification code when registering your email address, it may be that:

• Your email address was not entered correctly.

• The email was sent to your spam, junk, or other folders.

• You have spam filters in place.

Note: In this case, please try again after temporarily disabling them.

E.g. This includes filters for blocking emails that contain URLs, blocking emails from PCs, etc.

• You have settings in place to only receive emails from certain domains.

Note: If you have domain filters in place on your email client, make sure that you allow emails from the domain "line.me".

If the issue persists after checking the above, please try tapping Resend verification code to send the email again.

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I'm not receiving the password reset email

There are a few reasons why you may not be receiving the email to reset your LINE password or the email to finish registering your email address.

Useful info

You will be restricted from registering your email address for a certain amount of time if you repeatedly have a verification code sent. In this case, please try again after at least 24 hours have passed.

To resolve the issue, please check all of the following details.

1. Check if an email address is registered to LINE.
The password reset email is sent to the email address registered to LINE. You won't receive a password reset email if you don't have an email address registered to LINE. When you register an email address to LINE, you're sent an email containing a verification code with "LINE Email Address Verification Message" as the subject line.

Email address registration is completed by entering the verification code contained in the above email or tapping the enclosed link.

If you received an email with the above subject line and registered the email address to LINE, please enter the email address you received the above email at.

If you haven't received or can't confirm the email, it's possible you don't have an email address registered to LINE. If you don't remember your password and you don't have an email address registered, you won't be able to log in with your phone number. In this case, please try another login method.

2. Check if you entered your email address registered to LINE correctly.

If the email address you entered is different from your email address registered to LINE, you won't receive the reset email. Enter your email address correctly while making sure that:

• You are careful entering characters that are similar (e.g. the letter "o" and the number "0").

• Uppercase and lowercase letters are entered correctly.

If you saw an error message when you entered your email address, please check the email address you entered because it's possible that:

• You used full-width alphanumeric characters.

• There were spaces included.

• You used more than one dot in a row (e.g. ab..cd@example.com).

• You used a hyphen at the beginning (e.g. -abcd@example.com).

• You used a dot just before the @ sign (e.g. abcd.@example.com).

3. Check all of your email folders.
Check if the password reset email with "[LINE] Password reset for LINE" as the subject line, was misplaced in your spam folder or other non-inbox folder.

4. Check your email settings.
If you have filters in place, such as ones that block emails containing URLs or block emails from PCs, please try disabling them.

If you have domain filters in place, please add "line.me " to your list of accepted domains.

5. Resend the email.
After you check the potential issues above, send the password reset email again, and check if you receive it. If you don't receive the email, you won't be able to log in with your phone number. In this case, please try another login method.

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General info (e.g. friends, groups) disappeared after transferring my LINE account

Important: LINE account creation using a phone number was discontinued from LINE version 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

The same phone number, Apple ID, or Google account cannot be registered to multiple LINE accounts. If you register a phone number, Apple ID, or Google account that's already registered to LINE to a new LINE account, the original LINE account will become inaccessible.

Doing any of the following will make the LINE account you've been using up to now inaccessible and data such as your friends and groups that you used with your previous LINE account will be deleted, even if you've transferred your LINE account.

• Before transferring your current LINE account, the same phone number, Apple ID, or Google account was used to create a new LINE account.
• Before transferring your current LINE account, the same phone number, Apple ID, or Google account was used to transfer a different LINE account.

We may be able to transfer some of your paid items after looking into the matter; however, other data (e.g. your friends, groups, chat history) cannot be restored.

The following can be transferred:
• Stickers, themes, and emoji (including those received as gifts)
• Your purchase history of paid items, along with your Coin and LINE Point balances
• Your Credit balance added on LINE STORE
Note:
- Coins cannot be transferred between different OSes (e.g. from iOS to Android and vice versa).
- If you lost LINE Game items or data, please send an inquiry from within the relevant game app.

If you'd like us to look into your paid items, please contact us via this Inquiry Form.

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My account was restricted when I tried requesting an account transfer code

An error message will appear if you repeatedly request an account transfer code in a short amount of time.

If the message "You have been temporarily restricted from resending account transfer codes because you repeatedly requested them. Please try again later." appears when requesting a code, try again after 24 hours has passed.

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I get an error when I try to transfer my LINE account

If you get an error when you try transferring your LINE account, the method to troubleshoot your issue will differ depending on the error.

See the following information for details.

• Unable to sign up.
• An unknown error occurred. Please try again later.
• Verification is temporarily blocked. Please try again later.
• Invalid phone number. (This only applies to LINE accounts created with LINE versions earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.)

To troubleshoot

Try again one to two days after the error occurs. If you get the same error after waiting at least 48 hours, please contact us via this Inquiry Form.

• Invalid password.

To troubleshoot

Please check if:
- You entered the password correctly.
- Your password didn't include any unnecessary spaces.
- You entered only half-width characters.
- You accidentally entered a similar looking character.
E.g.
- 1 (one), I (capital 'i'), and l (lower-case 'L')
- 0 (zero), o (alphabet 'O')
- 9 (nine), q (lower-case 'Q')

If you get the same error after checking the information above, check the method to resolve your issue based on your current situation.

If you still have your old device:

We recommend transferring your account with the Easy transfer QR code which doesn't require you to set or enter a password.

If you want to transfer your account with a phone number, reset your password on your previous device. (This only applies to LINE accounts created with LINE versions earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.)

If you don't have your previous device, but you already have an email address registered to your LINE account:

Reset your password when transferring your account.

If you don't have your previous device and you don't already have an email address registered to your LINE account:

There will be no way to transfer your previous LINE account. In this case, please sign up for a new LINE account.

Note: Please understand that if you send us an inquiry, the support we provide will be the same as this Help article.

• We couldn't find any accounts registered to the email address you entered.
• Please enter a valid email address.
• Invalid email address or password.

To troubleshoot

Please check if:
- You entered the password correctly.
- Your password doesn't include any unnecessary spaces.
- You entered only half-width characters.
- You accidentally entered a similar looking character.
E.g.
- 1 (one), I (capital 'i'), and l (lower-case 'L')
- 0 (zero), o (alphabet 'O')
- 9 (nine), q (lower-case 'Q')

If you get the same error after checking the information above, check the method to resolve your issue based on your current situation.

If you still have your old device

We recommend transferring your account with the Easy transfer QR code which doesn't require you to set or enter a password.

If you want to transfer your account with a phone number, check or reset your email address and password on your previous device. (This only applies to LINE accounts created with LINE versions earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.)

If you don't have your old device:

• An error appeared when restoring from iTunes/iCloud on iOS.

To troubleshoot

See the following Help article.

I can’t use LINE after restoring from an iTunes or iCloud backup

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Not receiving the verification code via text to my phone number/I get an error message when verifying my phone number

Important: The contents of this article only apply to LINE accounts created with LINE versions earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

See the following for information about how to troubleshoot if you're not receiving the verification code on the phone number you entered and for details regarding the "Verification is temporarily blocked/Invalid phone number" messages.

Topics covered

- Getting an error when verifying a phone number

- Not receiving the verification code on the phone number you entered

Getting an error when verifying a phone number:

If you do anything that violates our Terms and Conditions of Use or if you repeatedly have a verification code issued, your use of LINE will be restricted and you'll see an error message based on your situation.

Be advised

If you see the "Please wait XX day(s) then try again" or "Invalid phone number" error messages, please wait until the restriction is lifted. Even if you contact us without waiting for the restriction to be lifted, we will reply to you with the same information in this Help article.

"Verification is temporarily blocked. Please wait XX day(s) then try again" appears

Due to violating our Terms, verification will be restricted for a specified period of time. Please try verifying your phone number again the day after the specified period of time.

Please refrain from any acts that violate our Terms when using LINE in the future. Below are the main standards for what are considered violations.

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

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

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

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

For more details, see the Standards regarding posts on LINE on the LINE Safety Center website. For security reasons, we cannot directly provide you with detailed information such as the reason for your current violation.

"Invalid phone number" appears

If you see an error message saying "Invalid phone number" when entering your phone number, you may have received a temporary restriction for repeatedly having a verification code issued. Try again one to two days after the error appeared.

Not receiving the verification code on the phone number you entered:

Be advised

Check if the phone number you currently have a contract with was entered correctly. You will not receive the verification text message if your phone number is entered incorrectly. Landline phone numbers cannot be used.

If you still don't receive the text message despite entering the correct phone number, see the following information.

Check if your contract allows you to receive text messages

If you're using an MVNO, it's possible the plan you're contracted with doesn't let you receive text messages. Check if your mobile plan lets you receive text messages or go to your settings page on your mobile service provider's website or contact their customer support.

If you can't receive text messages, try selecting Call me instead to verify your phone number. If you can't use text messages or verify your phone number with the Call me instead option, you will not be able to sign up for a LINE account.

Try the Call me instead option

If you're not receiving the verification code via text message, you can get one via the automated on-call guidance.

To use the Call me instead option:

1. Tap Call me instead at the bottom of the verification code input screen.

2. Answer the call you receive on the phone number you entered.

3. Enter the verification code you received via the automated on-call guidance.

Useful info

If you're not receiving text messages, check your spam filter settings and your blocking settings for text messages.

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I get an error when entering the verification code

If an error message appears during the verification process, try restarting the app and your device. Staying on the verification screen for too long can cause an error message to appear when you try to proceed.

If the issue persists, refer to Creating a new LINE account.

If the error message still appears after trying the suggestions above, contact us via this Inquiry Form.

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Phone numbers that cannot be verified

Important: The contents of this article only apply to LINE accounts created with LINE versions earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

You can only verify a phone number that can receive text messages or phone calls.

Landline phone numbers, numbers that start with 050, and virtual phone numbers cannot be used for verification, so be sure to use a phone number offered by a mobile service provider.
Note: If you verify a phone number that is already registered to another LINE account, the old account will be deleted.

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I see an error when backing up my chat history

If an error appears when you try to back up your chat history, check the following.

iOS

• You're using the latest version of LINE.

• iCloud Drive is turned ON.

• You're connected to the correct Apple ID.

• There is enough free space in iCloud Drive.

If you do not have enough storage space in iCloud Drive or on your device

If an auto-backup fails because you don't have enough free space in iCloud Drive or on your device, the LINE official account will send you a chat notification like the one below.

Note: You will not receive a notification if an auto-backup fails for another reason.

• "Unable to back up your chat history. You don't have enough free space on your device."

If you receive a notification like this, or if you find that you cannot do a periodic backup in the LINE app, make sure that you have enough free space in your iCloud Drive and on your device, then back up your chat history again.

We recommend regularly checking the app to make sure your chat history is successfully backed up.

If your chat history backup won't complete

Try the following steps:

1. Go to your device's Settings and tap the Apple ID user name.

2. Tap iCloud > Manage Storage.

3. Tap LINE > Delete Data > Delete.

4. Open LINE and tap the Home tab > Settings > Chat history backup.

5. Tap Back up now.
6. After your backup is complete, tap Transfer account or Close.
Note: If you tap Transfer account, you can transfer your account with an easy transfer QR code.

Android

• You're using the latest version of LINE.

• You're logged in to the right Google drive.

• There is enough free space in Google Drive.

If an auto-backup fails because you don't have enough free space in Google Drive or on your device, one of the following error messages will appear in a notification from the app or on the settings screen.

Note: You will not receive a notification if an auto-backup fails for another reason.

• "Backup failed at XX:XX on MM/DD. Not enough free space in Google Drive."

• "Backup failed at XX:XX on MM/DD. Not enough free space on your device."

If you receive a notification like the ones above, or if you find that you cannot do a periodic backup in the LINE app, make sure that you have enough free space in Google Drive and on your device, then try to back up your chat history again.

We recommend regularly checking the app to make sure your chat history is successfully backed up.

Even if you're unable to back up your chat history to Google Drive, you can transfer your history from the last 14 days if you set a backup PIN beforehand.

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[iOS] I can’t use LINE after restoring from an iTunes or iCloud backup

If you can't use LINE for any of the following reasons after restoring from an iTunes/iCloud backup, try offloading and reinstalling the app.

Note: Your data will remain intact even if you offload the app.

• An error appears and you can't use LINE.

• An old email address appears and you can't use your LINE account.

• Entering your passcode doesn't unlock the app.

• The login screen repeatedly appears.

• You have notifications turned ON, but are not receiving them.

To offload and reinstall LINE:

1. On your phone, tap Settings > General > iPhone Storage.

2. Tap LINE in your list of apps.

3. Tap Offload App > Offload App.

4. After offloading the app, tap Reinstall App.

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I can only restore some of my chat history

To restore your entire chat history when transferring your LINE account, you need to do a restore from backup data saved to iCloud Drive or Google Drive.

Note:

- Setting a backup PIN beforehand or transferring your account with an easy transfer QR code will only transfer the last 14 days of your chat history.

- If you want to restore earlier chat history, be sure to do so from backup data saved to iCloud Drive/Google Drive.

You will not be able to restore your chat history if you didn't back it up to iCloud Drive/Google Drive before transferring your LINE account.

If you saved a backup of your chat history to iCloud Drive/Google Drive in the LINE app beforehand, please restore it from the relevant service.

Be advised

Please understand that we have no way to restore chat history that couldn't be restored despite backing it up, even if you contact us about it.

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