Account/Profile issues
If your LINE account may have been stolen (logged in to without your authorization), first check whether you can use LINE normally with your device. This Help article provides specific solutions based on your resulting situation after checking.
Useful info
For reasons, methods, and specific examples of messages related to stolen LINE accounts, see LINE account-stealing scams to be aware of.
Topics covered
- If you can use your LINE account
- If you can no longer use your LINE account
If you can use your LINE account:
If you're able to use LINE (e.g. send/receive messages) on your device, it means your LINE account wasn't stolen.
If you got a login notification from the LINE official account or your account sent out messages that you don't remember sending yourself, it's possible:
• Someone else attempted to log in to your LINE account.
• Someone logged in from a PC or iPad using your LINE account.
• Someone used your device without permission.
• A message was unintentionally sent while your device was in your pocket.
If situations like any of the ones above apply to you, be sure to:
• Change your password.
• Turn off Allow login.
• Check what devices are logged in to your LINE account and LINE services and log out of any unfamiliar devices.
If you got a message saying someone logged in to your LINE account on another device, be sure to also see the following Help content.
I got a message saying someone logged in to my LINE account on another device
If you can no longer use your LINE account: Useful info
If you see the "Unable to use device" screen, see the causes and countermeasures in The error message "Unable to use device" suddenly appeared.
If you see a screen other than the one above, we will look into whether or not your LINE account was used without authorization.
As a result, if we confirm that your account was used without authorization, we will:
• Delete the LINE account to prevent further abuse by the culprit.
• Transfer items (e.g. paid items, Coins) to your new LINE account, if you have any.
The following can be transferred:
• The right to use your paid items such as your LINE stickers and themes (including those received as gifts)
• Your item purchase history and Coin balance
• Your Credit balance purchased from LINE STORE
If you need us to take the above actions, contact us from the Inquiry Form after checking the "Important points when contacting us" section below.
Confirm the following before contacting us:
There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.
Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.
Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.
See also:
LINE account-stealing scams to be aware of
The error message "Unable to use device" suddenly appeared
Checking what devices are logged in to your LINE account and LINE services
Useful infoTopics covered
- If you can use your LINE account
- If you can no longer use your LINE account
If you can use your LINE account:
If you're able to use LINE (e.g. send/receive messages) on your device, it means your LINE account wasn't stolen.
If you got a login notification from the LINE official account or your account sent out messages that you don't remember sending yourself, it's possible:
• Someone else attempted to log in to your LINE account.
• Someone logged in from a PC or iPad using your LINE account.
• Someone used your device without permission.
• A message was unintentionally sent while your device was in your pocket.
If situations like any of the ones above apply to you, be sure to:
• Change your password.
• Turn off Allow login.
• Check what devices are logged in to your LINE account and LINE services and log out of any unfamiliar devices.
If you got a message saying someone logged in to your LINE account on another device, be sure to also see the following Help content.
I got a message saying someone logged in to my LINE account on another device
If you can no longer use your LINE account:
Useful infoAs a result, if we confirm that your account was used without authorization, we will:
• Delete the LINE account to prevent further abuse by the culprit.
• Transfer items (e.g. paid items, Coins) to your new LINE account, if you have any.
The following can be transferred:
• The right to use your paid items such as your LINE stickers and themes (including those received as gifts)
• Your item purchase history and Coin balance
• Your Credit balance purchased from LINE STORE
If you need us to take the above actions, contact us from the Inquiry Form after checking the "Important points when contacting us" section below.
Confirm the following before contacting us:
There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.
Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.
Did you read the important points above?
No
Please confirm the following important points before contacting us.Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.
Yes
Please contact us via this Inquiry Form.See also:
LINE account-stealing scams to be aware of
The error message "Unable to use device" suddenly appeared
Checking what devices are logged in to your LINE account and LINE services
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E.g. The profile photo you set differs from the one your friends see on their LINE accounts.
This happens when your device cannot auto-sync with our servers for some reason. Update LINE to the latest version and restart your device.
If the issue persists after updating LINE to the latest version and restarting your device, try manually syncing your friend and group data yourself by tapping the link below from the smartphone that you use with LINE.
Note: Do not sync your information multiple times in a row.
Repairing profile and settings data
Affected information: Profile photo, display name, status message, LINE ID, birthday, LINE Profile+, and other settings
This happens when your device cannot auto-sync with our servers for some reason. Update LINE to the latest version and restart your device.
If the issue persists after updating LINE to the latest version and restarting your device, try manually syncing your friend and group data yourself by tapping the link below from the smartphone that you use with LINE.
Note: Do not sync your information multiple times in a row.
Repairing profile and settings data
Affected information: Profile photo, display name, status message, LINE ID, birthday, LINE Profile+, and other settings
Was this page helpful?
Thank you for your feedback.
Let us know if we can make it better.
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
Sorry about that. What went wrong?
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
Important: Details about phone number registration and verification 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.
If a screen saying "Unable to use device" suddenly appeared, it may be due to one of the reasons below.
• You haven't registered your currently contracted phone number to LINE
If the phone number you registered to LINE isn't the same as your current phone number (e.g. you canceled your previous phone number and got a new one) you may suddenly become unable to use LINE.
Once a certain amount of time passes after canceling your phone number, someone else can receive a contract for it and use it.
With LINE, the same phone number cannot be registered to multiple LINE accounts. If the new owner of the phone number registers it to LINE, the LINE account previously registered with that number becomes unavailable.
See also:
Important: Make sure your current phone number is registered to LINE
The other person cannot steal your account or access your LINE data (such as your friends or chat history).
To prevent the same situation from occurring in the future, be sure to register your latest phone number to LINE if it changes.
As there is no way to transfer your previous LINE account, we ask that you create a new LINE account with your current phone number.
Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. If you'd like us to look into your paid items, please contact us via the Inquiry Form.
The following data 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
Important points when contacting us:
There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.
Did you read the important points above?
Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
• You entered and verified the same phone number with LINE on another device
The same phone number being registered to (verified with) more than one LINE account is causing the issue. With LINE, you can only register (verify) one LINE account with one mobile phone number. If you register (verify ) a different LINE account using a phone number that is already registered to another LINE account, your previous LINE account will be automatically deleted.
Since there is no way to transfer your previous account, please continue using the account you currently have access to, or create a new one.
Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. If you'd like us to look into your paid items, please contact us via the Inquiry Form.
The following data 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
Important points when contacting us:
There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.Did you read the important points above?
Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
• Someone else entered your information (e.g. verification code, phone number, password, account transfer code) on another device
If you don't think the scenarios above apply to your situation, it's possible someone else used your information and performed an unauthorized login on/stole your LINE account.
Please send us the details via the Inquiry Form so we can look into the matter.
Important points when contacting us:
There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- If one of your family members or friends has their LINE account stolen, please report it.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
After confirming the important points above, contact us via this Inquiry Form. If we confirm an unauthorized login as the result of our investigation, we will transfer your items.
The following data 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
If a screen saying "Unable to use device" suddenly appeared, it may be due to one of the reasons below.
• You haven't registered your currently contracted phone number to LINE
If the phone number you registered to LINE isn't the same as your current phone number (e.g. you canceled your previous phone number and got a new one) you may suddenly become unable to use LINE.
Once a certain amount of time passes after canceling your phone number, someone else can receive a contract for it and use it.
With LINE, the same phone number cannot be registered to multiple LINE accounts. If the new owner of the phone number registers it to LINE, the LINE account previously registered with that number becomes unavailable.
See also:
Important: Make sure your current phone number is registered to LINE
The other person cannot steal your account or access your LINE data (such as your friends or chat history).
To prevent the same situation from occurring in the future, be sure to register your latest phone number to LINE if it changes.
As there is no way to transfer your previous LINE account, we ask that you create a new LINE account with your current phone number.
Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. If you'd like us to look into your paid items, please contact us via the Inquiry Form.
The following data 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
Contacting us via the Inquiry Form
Important points when contacting us:- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.
No
Please confirm the following important points before contacting us.
Important points when contacting us:- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
• You entered and verified the same phone number with LINE on another device
The same phone number being registered to (verified with) more than one LINE account is causing the issue. With LINE, you can only register (verify) one LINE account with one mobile phone number. If you register (verify ) a different LINE account using a phone number that is already registered to another LINE account, your previous LINE account will be automatically deleted.
Since there is no way to transfer your previous account, please continue using the account you currently have access to, or create a new one.
Depending on the results of our investigation, we may be able to transfer some paid items from your previous account to your new account. If you'd like us to look into your paid items, please contact us via the Inquiry Form.
The following data 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
Contacting us via the Inquiry Form
Important points when contacting us:- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
No
Please confirm the following important points before contacting us.
Important points when contacting us:- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
• Someone else entered your information (e.g. verification code, phone number, password, account transfer code) on another device
If you don't think the scenarios above apply to your situation, it's possible someone else used your information and performed an unauthorized login on/stole your LINE account.
Please send us the details via the Inquiry Form so we can look into the matter.
Important points when contacting us:- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- If one of your family members or friends has their LINE account stolen, please report it.
- For questions requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.
After confirming the important points above, contact us via this Inquiry Form. If we confirm an unauthorized login as the result of our investigation, we will transfer your items.
The following data 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
Was this page helpful?
Thank you for your feedback.
Let us know if we can make it better.
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
Sorry about that. What went wrong?
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
If your device was lost or stolen, you should take the following steps to make sure that no one can use your LINE account.
• Transfer your LINE account, or create a new one.
Please do one of the following to prevent your LINE account from being used on your lost or stolen device.
Transferring your LINE account with a phone number
Transferring your LINE account with a different phone number
Transferring your LINE account with your Apple ID/Google account
Be advised
If you create a new account, any paid items, chat history, friends, groups, and data for related services (including your LINE Pay balance, manga, and games) that you had will be deleted. Once this data is deleted, it cannot be restored.
• Contact your mobile service provider.
Be sure to contact your contracted mobile service provider and let them know that your device was lost or stolen.
Please do one of the following to prevent your LINE account from being used on your lost or stolen device.
Transfer your LINE account
To transfer your LINE account, refer to the following Help article based on your situation.Transferring your LINE account with a phone number
Transferring your LINE account with a different phone number
Transferring your LINE account with your Apple ID/Google account
Create a new LINE account with the information registered to your account
Refer to Creating a new LINE account.
Be advisedIf you cannot transfer your account or create a new one
If you're unable to transfer your account or create a new account with the methods above, please contact us via this Inquiry Form.• Contact your mobile service provider.
Be sure to contact your contracted mobile service provider and let them know that your device was lost or stolen.
Was this page helpful?
Thank you for your feedback.
Let us know if we can make it better.
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
Sorry about that. What went wrong?
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.
Let us know if we can make it better.
Note:
- Do not enter any personal information.
- We cannot respond to comments received from this form.