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Carrying over LINE accounts toggle
To continue using your existing LINE account after changing to a new device, you need to have either registered an email address or linked with Facebook on your previous device.

Articles Regarding Account Carry Over

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Not receiving password reset email toggle
If you did not receive your password reset email, please check the following.

1. Was your registered email address entered correctly?
2. Did you enter an email address different from the one you registered?
3. Was the email sent to your spam, junk, or other folders?
4. Do you have spam filters in place? Please try disabling them.
5. Do you have settings in place to only receive emails from certain domains? If so, please add “line.me” to your list of accepted domains.
6. Does the email address you are using comply with RFC standards? The following are examples of email addresses that do not comply with RFC standards.
- Addresses with a dot (.) right before the @ symbol: abcd.@xxx.com
- Addresses with consecutive dots (.): ab..cd@xxx.com
- Addresses that begin with a hyphen (-): -abcd@xxx.com
7. Are you trying to send the password reset email repeatedly within a short period of time? Please wait approximately 24 hours between attempts.

If the issue remains after checking the above, we can reset your registered email address. Please tap the below link on your device from within the LINE app.

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Cannot receive verification SMS toggle
If you are not receiving the verification SMS, please try resending it or verifying via a phone call. You can also verify using a Facebook account. Please see the following articles for the detailed procedures.


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App does not start or crashes toggle
If LINE is unable to start or closes suddenly (crashes), please try the following.

1. Update the app.
Issues may occur on older versions of the app. Please update to the latest version.
http://line.me/update

2. Restart your device.
Some issues are resolved by restarting your device. Steps may differ for each device. Please see your user manual for details.

3. Update your OS.
Issues may occur on older OSes. Please check if your OS has been updated to the latest version using the steps below.

iOS: Go to your device’s Settings > General > Software Update.

4. Check your network connection.
Please check if your device is properly connected to the network using your browser.

5. Delete unnecessary apps and data from your device.
The device may not function properly if there is not enough storage space left. Please delete any unnecessary apps or data.

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Unknown login notifications toggle
You will receive a notification when you log in to LINE, LINE STORE or some of LINE’s related app services. If you received a login notification even though you did not log in to any of the above, we recommend that you take the following precautions. 

Disable logins from other devices
By turning off Allow Login, you will not be able to log in to other versions of LINE such as PC, iPad, etc.

1. Go to the More tab > tap Settings > Accounts.
2. Turn off Allow Login.

Settings



We also recommend changing your password. To change your password, please see this article.

If you do not recall logging in to your LINE account, a third party may have entered your email address and password.

If you received notifications even though you did not log in to your account, please see the set of instructions below that correspond to your situation.

I. If you can still use your LINE account
A third party may have attempted to log in to your LINE account from another smartphone. Please change your password.

To change your password, please see this article.

II. If you can no longer use your LINE account
A third party may be using your LINE account. You can retrieve your LINE account by logging in to it again on the smartphone you have been using it on within 24 hours of receiving the notification.

To log in to your account, please follow the steps below.

1. Start LINE and tap Log in.
2. Enter the email address and password registered to your account and tap OK, or select Login with Facebook. Please change your password after logging in.

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Forgot password when carrying over account toggle
You cannot check your password that will be required when carrying over your account. If you do not remember your password, please reset it by referring to the steps below.

1. Tap Log in.
2. Tap Forgot your password?
3. Enter the email address that was registered to your LINE account.
4. Tap OK.


Please see here if you are not receiving the password reset email.
Please see here if you are unable to use your registered email address.

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Using the same account on multiple devices toggle
The same LINE account cannot be used on multiple smartphones. Each phone number and email address can only be used on one device. If you verify on another device using the same phone number, the account on your previous device will be deleted automatically and you will no longer be able to access it.

You can use the same account you use on your smartphone on your PC or iPad by logging in with your email address on the respective versions for PC and iPad.

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Received notification but no message arrives toggle
It may sometimes take a while for the actual message to be received (displayed) after the notification is received. If you are still having problems, please try the following steps.

1. Go back to the list of chats, then open the chat you are having problems with again.
2. Restart your device.
3. Update your LINE app from the URL below.
http://line.me/update

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How to protect your account from unauthorized logins toggle
There have been many cases where unauthorized third parties have logged in to internet services using email addresses and passwords leaked from other services. Please note that no information registered to LINE, such as phone numbers, email addresses, and passwords, have been compromised.

If you are using the same email address and password for LINE as another service, we strongly recommend changing your password.


Reported cases of unauthorized logins
The following types of messages are often sent by a third party when an account is stolen. If you receive messages asking you to do any of the following from a friend, it is possible their account may have been stolen.

- Help me buy prepaid cards
- Help me buy iTunes cards
- I’m in trouble and need you to transfer money to my bank account

As they may change the content of their messages at any time, you should also suspect if your friend’s account has been stolen in the following cases.
- The messages don't sound like the way your friend talks
- A friend whom you have not spoken to for a long time suddenly asks you for money
- The friend's language is unnatural

Your friend’s account has been stolen
If you suspect that your friend’s account may have been stolen, please contact them outside of LINE (in person, by text, by phone, or on a social network) to let them know.

Your account has been stolen
If you are suddenly unable to access your account even though you did not make any changes to it, or if your friend contacts you to let you know that your account has been stolen, please see the following article.

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My account was restricted when I tried requesting a 2-step authentication code toggle
An error message will appear if you repeatedly request a 2-step authentication code in a short amount of time.

If the message "You have been temporarily restricted from requesting 2-step Authentication codes because you repeatedly requested them. Please try again later." appears when requesting a 2-step authentication code, please try again after 24 hours has passed.

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The "How to Continue Carrying Over Your Account" screen appeared toggle
You can carry over your account with any of the following three methods:

If you are able to use LINE on your previous device before changing to a new device
On your previous device, start LINE and go to Settings > Account Transfer > and turning ON the Allow Account Transfer setting. Afterwards, tap Continue on the "How to Continue Carrying Over Your Account" screen that will appear on your new smartphone.

If you are able to receive SMS on the phone number you registered to LINE
From the "How to Continue Carrying Over Your Account" screen, tap Get Verification Code. You will receive an SMS to the phone number you registered on LINE.

On your new smartphone, enter the verification code from the SMS that was sent to you. 

If you are using the PC version of LINE
From the “How to Continue Carrying Over Your Account” screen, tap Get Verification Code. A code will be sent to you in a chat message on LINE. After checking the message with the verification code, enter it on your new smartphone. 

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Purchased items not received toggle
The steps differ depending on the type of item purchased. Please see each type's corresponding article.


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