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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
1. Conditions for Carrying Over an Account
2. Data that Can Be Carried Over
3. Carrying Over an Account with Email
4. Carrying Over an Account with Facebook

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I forgot my PIN (2-Step Authentication) toggle
If you've changed your device, uninstalled LINE, or can't remember your PIN for any other reason when trying to carry over your LINE account, please reference the following information.

If You Haven't Set a PIN
Please enter the last four digits of the phone number you registered with LINE.

If You Can't Remember the PIN You Set
Please use [this] form to contact us.

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Not Receiving Password Reset Email toggle
If you do not receive your password reset email, please check the following.

1. Is your registered email address entered correctly?
2. Did you enter an email address different from your registered one?
3. Has the email been delivered 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 “naver.jp” to your list of accepted domains.
6. Does the email address you are using comply to RFC standards? The following are examples of email addresses that do not comply to 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 problem remains after checking the above, we can reset your registered email address. Please contact us 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 login 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, you are recommended to do the following to protect the security of your account.

Disable logins from other devices
By turning off Allow Login, you can’t login to the PC version of LINE, iPad version of LINE, etc. Once you switch off this option, your account will automatically be logged out on other devices.

1. Go to the More or "..." tab > 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 on 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" or "LINE User Login".
2. Enter the email address and password registered to your account and tap OK, or select Facebook. Pease change your password after logging in.

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Forgot Password when Carrying Over Account toggle
If you cannot recall your password when changing to a new device or reinstalling the app, please reset your password.

1. Tap Login.
2. Tap “Forgot your password?”.
3. Enter the email address registered to your LINE account.
4. Tap OK.



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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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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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Registered Email No Longer Available when Carrying Over Account toggle
If your registered email address is no longer available when changing to a new device or reinstalling the app, and you also cannot recall your password, you will not be able to carry over your account using your email address and password.

If your LINE account is linked to a Facebook account, you can carry it over using your Facebook account.

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Important: Protecting Your Account from Being Stolen toggle
There have been many cases in which unauthorized third parties have logged in to internet services using email addresses and passwords leaked from other services. No information registered to LINE, such as phone numbers, email addresses, and passwords, has been compromised.

If you use the same email address and password for LINE as another service, we strongly recommend changing your password and PIN (only available in some countries and versions of LINE).


1. Changing Your Password
2. Changing Your PIN

Tips for a Strong PIN
- Do not use the same or consecutive numbers.
- Do not use numbers related to your personal information.

Reported Cases of Unauthorized Logins
The following types of messages are often sent by the third party when an account is stolen. If you receive messages asking you to do the following from a friend, 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

If 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.

If 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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