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

You need to transfer your LINE account in order to continue using LINE with the same one when you change your smartphone or restore it to its factory settings.

If you do not transfer your LINE account, all data including your friends, groups, chat history, and purchase history will be lost.

You will need to transfer your LINE account if:
• You purchased a new smartphone.
• You restored your smartphone to factory settings or changed it because the previous one was lost or broken.
• You reinstalled LINE.

Please see the information below that matches your current situation.

I want to know more about preparations for transferring LINE accounts

If you can still use your LINE account on your old device, you can prepare to transfer it. See the following Help article for details.

Preparing to transfer your LINE account

Making preparations beforehand ensures that the account transfer process goes smoothly and allows you to restore the chat history you had before transferring your account.

If you can't use your LINE account on your old device, you will not be able to prepare to transfer it. In any case, we recommend preparing regularly for unexpected situations such as loss, damage, changing smartphone models, or restoring your device to factory settings.

I want to know more about the methods for transferring LINE accounts

The method for transferring your LINE account will differ depending on whether you can currently use the account on your smartphone.

Follow the flowchart below, then refer to the corresponding number in the table beneath it for further details.

Be advised

Transferring your LINE account with a phone number is only available when you're continuing to use the same phone number with a LINE account created on a version of LINE earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

Methods for transferring LINE accounts flowchart

No.	Details
	If you have your previous and new device and you can use LINE (e.g. send chat messages) on your previous device, you can transfer your LINE account with an easy transfer QR code. See Transferring your account with an easy transfer QR code and transfer your LINE account.
	If you are transferring your LINE account using the same phone number as the one you registered previously, but you cannot use LINE (e.g. send chat messages) on your previous device or you no longer have your previous device, see Transferring your LINE account with a phone number.
	If you are transferring your LINE account with a different phone number, see Transferring your LINE account with a different phone number.
	If you are transferring your LINE account with an Apple ID/Google account, see Transferring your LINE account with your Apple ID/Google account.
	We're sorry to say that in your situation, there is no way to transfer your LINE account. In this case, please create a new LINE account. Be advised Even if you contact us via the Inquiry Form, our response will be the same as this Help article.

I'm having issues when transferring my LINE account

Follow the flowchart below, then refer to the corresponding number in the table beneath it for further details.

Be advised

Transferring your LINE account with a phone number is only available when you're continuing to use the same phone number with a LINE account created on a version of LINE earlier than 13.11.0 if you're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

Resolving transfer issues with LINE accounts flowchart

No.	Details
	If you're having issues transferring your LINE account with an easy transfer QR code, see I'm having issues with easy transfer QR codes.
	If you have your previous device and can use LINE (you can chat and use other features), we recommend using an easy transfer QR code to transfer your LINE account. Simply scan the QR code that appears on your previous device with your new device, then follow the instructions to finish transferring your account. Also, the last 14 days of your chat history will be restored even if you haven't backed up your chat history or are transferring your account to a different OS. Useful info If you see the "How to finish transferring your account" screen, the steps will differ depending on whether or not you can use LINE on a device you have. For details, see The "How to finish transferring your account" screen appeared.
	An error may have occurred because the Apple ID or Google account you entered is different from the one registered to your LINE account. First, try logging in with another Apple ID/Google account. If you're unable to log in with the information of another account, try logging in with your phone number. If you're unable to log in with a phone number or an Apple ID/Google account, you won't be able to transfer your LINE account. In this case, please sign up for a new LINE account. Be advised Even if you contact us via the Inquiry Form, our response will be the same as this Help article.
	If you see an error message while transferring your LINE account, see I get an error when signing up/transferring my account.
	If the phone number you verified is registered to a LINE account belonging to the previous owner, it is possible that the display name associated with that account appeared on your screen. For more details, see I verified my phone number, but I see someone else's name.
	If you're having issues on the "Enter verification code" screen, please see I'm not receiving the verification code text message with the phone number I entered.
	If you cannot use LINE on your old smartphone or you don't have the device and saw the "How to finish transferring your account" screen, try the corresponding account transfer method available in your situation.
	If you have an email address registered to LINE that you can receive emails with, see I'm not receiving the password reset or email address registration completion email.
	If you've linked an Apple ID or Google account to LINE, tap either Continue with Apple or Continue with Google on the account transfer method selection screen to begin transferring your LINE account. Transferring your LINE account with your Apple ID/Google account If you can't log in to your LINE account with your linked Apple ID or Google account, please check the details in No. 3.
	The information below applies in the following conditions. • You're no longer able to use (receive emails with) the email address you registered to LINE. • You didn't link an Apple ID or Google account to your LINE account. If you still can't verify your account after trying the password you think was registered to it, we're sorry to say that in this situation, there is no way to transfer your account. In this case, please sign up for a new LINE account. To prevent the same situation from occurring in the future when transferring your account, be sure to check your registered information regularly. Note: Please understand that if you send us an inquiry, the support we provide will be the same as the above information.

I'm having issues after transferring my LINE account

My chat history didn't get transferred
My friends or groups disappeared
My stickers, themes, or Coins disappeared

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You can use this feature on your main device (typically your smartphone).

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.

Be advised

Check if your current phone number can receive text messages. You will not receive the text message if the wrong phone number was entered. Check if your phone number was entered correctly.

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, it may be because of your spam filter settings or blocking settings for text messages. For details on how to receive text messages, please consult the customer support resources provided by your device manufacturer or mobile service provider.

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You can use this feature on your main device (typically your smartphone).

If you're having issues with backing up or restoring your chat history, try the methods below to see if you can resolve the issue.

Be advised

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

Topics covered

- I see an error message when backing up my chat history or it's stuck loading

- My chats were restored, but their photos and videos weren't

- I can only restore some of my chat history

I see an error message when backing up my chat history or it's stuck loading:
If you see an error message about an unknown error when backing up your chat history or it's stuck loading, see the solutions below.

Settings you need to configure to back up your chat history
Configure the settings below for the device you're using.

iOS users

Turn on iCloud Drive and iCloud Backup. Your backup may not finish if either setting is off.

• Set up iCloud Drive
• Back up iPhone using iCloud

Android users

Give LINE permission to access your contacts with the steps below.

1. Go to your device's Settings > Apps.
2. Tap LINE.
3. Tap Permissions > Contacts > Allow.

If your chat history auto-backup fails

If a chat history auto-backup fails because you don't have enough free space in Google Drive or on your device, you'll see one of the following error messages as a notification 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 on Google Drive.

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

If you receive either of the above notifications, make sure you have enough free space on your device and Google Drive, then try to back up your chat history again.

Solutions to try if the issue persists
If the issue persists after you've configured the above settings:
• Try backing up your chat history multiple times.
• Update your OS to the latest version.
• Update LINE to the latest version.
• Restart your device.
• Delete unnecessary data from iCloud or Google Drive, as well as your smartphone (or SD card or other storage).
• Turn your 4G/5G/Wi-Fi off and on again.

What to do if the issue persists after trying all of the above solutions
If you're unable to proceed with backing up your chat history with iCloud Drive or Google Drive, you can restore the last 14 days of your chat history by setting up a backup PIN.

My chats were restored, but their photos and videos weren't:
Photos and videos sent in chats cannot be backed up or restored.

If you transferred your LINE account and restored your chat history from backup when changing devices, the photos/videos in your chats and in Photos & videos, from menu icon

at the top of a chat, will be shown as image icon

or

.

If you have photos or videos you wish to save, please save them to another device before transferring your account.

I can only restore some of my chat history:
To restore your entire chat history when transferring your LINE account, you need to restore it 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.

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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.

If your general info (e.g. friends, groups) disappeared after transferring your LINE account, it could be that before transferring your current LINE account, the same phone number, Apple ID, or Google account was:
• Used to create a new LINE account.
• Used to transfer a different LINE account.
• Registered to a different LINE account.

Accounts on LINE work in the following ways.

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

If you're having issues transferring your LINE account, we may be able to transfer some of your paid items after looking into the matter.

These items include:
• Stickers, themes, and emoji (including those received as gifts)
• Your purchase history of paid items, along with your Coin and LINE Point balances
Note: Coins cannot be transferred between different OSes (e.g. from iOS to Android and vice versa).
• Your Credit balance added on LINE STORE

Be advised

If your LINE account couldn't be transferred, its data (e.g. friends, groups, chat history) cannot be restored.

If you'd like us to transfer your paid items, please contact us via the Inquiry Form.

Important points when contacting us:

Inquiries about LINE Game items or data are not accepted through the Inquiry Form below. Please send an inquiry from within the relevant game app.

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?

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 requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.

Yes

Please contact us via this Inquiry Form.

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I get an error when signing up/transferring my account If you get an error when signing up or transferring your LINE account, the method to troubleshoot the issue will differ depending on the error. See below for details.

Be advised

If you have a verification code repeatedly issued or do anything that violates our Terms of Use, your use of LINE will be restricted and you may see an error message.

• Invalid password.
• 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 your email address and password correctly.
• Your password or email address 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 (lowercase “L”)
- 0 (zero), o (alphabet “O”)
- 9 (nine), q (lowercase “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

Reset your email address and reset your password with your old device.

You can also transfer your account with an easy transfer QR code which doesn't require you to set or enter a password.

If you don't have your old device

If you haven't registered an email address or if you can't receive emails with the email address registered to your LINE account:
There will be no way to transfer your LINE account. In this case, please sign up for a new LINE account.

If you can receive emails with the email address registered to your LINE account:
See the following Help content.

If you're transferring your LINE account and no longer have the device you used before changing models

• Verification is temporarily blocked. Please wait X day(s) then try again.

To troubleshoot

Be advised

If you saw this error message, please wait until the restriction is lifted.

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.

Due to violating our Terms of Use, verification will be restricted for a specified period of time. Try verifying your phone number again the day after the specified period of time. Please refrain from any acts that violate our Terms of Use 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 following LINE Safety Center page.

Standards regarding posts on LINE

For security reasons, we cannot directly provide you with detailed information such as the reason for your current violation.

• Unable to sign up.
• An unknown error occurred. 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

You may have received a temporary restriction for repeatedly having a verification code issued.

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

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?

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 requiring specific information or details about a situation or screenshots, make sure to provide complete and accurate information relevant to your situation.

Yes

Please contact us via this Inquiry Form.

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

To troubleshoot

See the following Help article.

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

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Useful info

If you forgot your password when transferring your LINE account, follow the steps in [When transferring your LINE account] If you forgot your password.

I'm not receiving the password reset or email address registration completion email

If you don't receive the email sent from LINE when registering your email address or resetting your password, it's often the case that the email was mistakenly sent to a folder (e.g. spam folder) other than your inbox. Use the search feature and check all of your email folders.

Useful info

The following are examples of email subject lines from LINE.

• LINE Email Address Verification Message
• [LINE] Password reset for LINE

If you haven't found the email after checking all of your folders, see the following information.

• If you're resetting your password:
See the information from 1. Check if an email address is registered to LINE.

• If you're registering an email address:
See the information from 2. Check if you entered your email address correctly.

1. Check if an email address is registered to LINE.
The password reset email is sent to the email address registered to LINE. Check your registered email address with the method below for your situation.

If you can use your previous LINE account

You can check your registered email address by tapping the Home tab > Settings

> Account > Email address.

If you can't use your previous LINE account

You will not be able to reset your password or transfer your LINE account if you didn't register an email address to it.

If you've linked a Google account or Apple ID, transfer your LINE account by referring to scenario No. 9 in the following Help content.

I'm having issues when transferring my LINE account.

If you haven't linked a Google account or Apple ID, you will not be able to transfer your LINE account. Please create a new one.

2. Check if you entered your email address correctly.

Useful info

When resetting your password, repeatedly requesting a verification code may result in your account being temporarily restricted.

If your account is restricted, check all of the information covered in this Help article and try resetting your password again after 24 hours have passed.

Avoid common mistakes when entering your email address by making sure that:
• You are careful entering characters that are similar (e.g. the letter “o” and the number “0”).
• Uppercase and lowercase characters 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 extra 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 your email settings.
If you have filters in place, please try disabling them.
Note: This includes filters for blocking emails that contain URLs, blocking emails from PCs, etc.

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

4. Have the email resent.
After checking the information above, request to have the email sent again.

• If you're resetting your password, tap Forgot your password?
Enter password

• If you're registering an email address, tap Resend verification code.
Verify email address

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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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Help center

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Account transfer issues

Account transfer issues

Information on transferring LINE accounts and resolving transfer issues

I'm not receiving the verification code text message with the phone number I entered

Issues with backing up or restoring your chat history

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

I get an error when signing up/transferring my LINE account

I'm not receiving the password reset or email address registration completion email

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

I'm having issues with easy transfer QR codes

Receiving text messages or phone calls from an unknown number

I verified my phone number, but I see someone else's name