LINE Help Center

Issues
LINE usage environment/Settings
- LINE usage environment
- Settings
Transferring/creating a LINE account
LINE account/Profile
Paid items (e.g. stickers, emoji, Coins)
Friends/Groups
Chats/Calls
Notifications
- Notification issues
- Notification basics
OpenChat
- OpenChat-related issues
- Live talk
Get more out of LINE
Security/Privacy
About Business Alliances
- Inquiries about Business

General solutions

If you see an error message saying "Connection error. Please check your connection and try again," and you cannot connect to LINE, please try all of the suggestions written down in General solutions for issues with LINE.
Note: If you see the relevant error when verifying your account, refer to the Help articles under Account transfer/Verification issues.

If the issue persists after you've tried all of the general solutions in the Help article above, you may be able to resolve the issue by reinstalling LINE.
Note: Please be aware that you won't be able to restore your chat history when reinstalling LINE if you don't back it up in advance.

LINE has stronger security measures in place compared to other apps to prevent conversations from leaking to a third party.

Due to the large amount of HTTPS used to protect your personal information, communication may fail at times.
Note: HTTPS is a system that encodes communications to prevent bugging and identity theft by any third party in the communication pathway.

We're always working hard to prevent such failures from occurring, and we ask for your understanding.

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With iOS devices, you can offload apps to free up space while still keeping the app data. This is one general solution we recommend trying if you experience issues with LINE.

To offload the LINE app:

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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If you can't install or update LINE, first make sure that you're using the recommended system specifications.
Note: We do not offer support for devices that are jailbroken or rooted.

After confirming that you're using LINE with the recommended system specifications, try the troubleshooting tips below.

iOS

• Restart your device.
• Switch to a different network.
• Stop the installation and start it again.
• Go to your device settings and make sure there are no restrictions on installing the app.
• Make sure you have enough free space on your device.
• Turn Airplane mode ON, then OFF again.

Note: If you can't update the LINE app, try offloading the app.

If you’re still unable to resolve your issue after trying the tips above, please contact Apple for assistance.

Android

You might see the following error messages when installing or updating LINE:

Examples of errors:
- Error retrieving information from server. (RPC:S-**:AEC-0)
- Error code: **
Note: A number will appear in place of the asterisks.

You may be able to resolve the issue by trying the following. If you have any questions about the following steps, we recommend checking the manufacturer's website, or contacting them directly.

Clear the cache and data from the Google Play app:
1. On your device, tap Settings > Apps or Application Manager.
2. Tap Google Play > Storage.
3. Tap Clear cache or Delete cache.
4. Tap Clear data or Delete data.

Make sure you have enough free space:
1. On your device, tap Settings > Storage and Memory or Storage.
2. Tap Internal Storage.
3. Delete any unnecessary data if you have less than 1 GB of free space under Available.

Reset your Google account:
Note: Trying the following will just reset your Google account and will not delete it.
1. On your device, tap Settings > Accounts > Google.
2. Tap the options icon at the top right of the screen > Remove account.
3. Restart your device and add your Google account.

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If some pages for LINE and other family apps are not displaying properly, refer to the following steps.

1. Install the latest version of the Android System WebView from the Google Play Store.

2. If you still have issues after installing Android System WebView, try installing the latest version of the Chrome browser.

Android System WebView

Google Chrome

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The LINE Lite service has ended as of 12 pm on February 28, 2022.

You can continue using your LINE Lite account if you transfer it to the LINE app. For the steps to do so, see this Help article.

The following data can be transferred to LINE:

• Your friends and groups

• Your paid and free stickers, as well as stickers you received as a gift
Important: Your chat history cannot be transferred to LINE. Please save your important chats separately before transferring your account.

You can download the LINE app here.

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If you're having issues with LINE, refer to the following information and try the troubleshooting tips below.

Useful info

If an issue is occurring with LINE, we will post a notice about it under Announcements on our Help center. Please check there for details.

Examples of issues with the LINE app
• It's not starting
• It's crashing

Example of error messages
• Unfortunately, LINE has stopped
• LINE is stopping repeatedly
• LINE has stopped

Be advised

- Please confirm that your device meets our recommended system specifications.
- If your device is modified (e.g. it's jailbroken, rooted, or uses a custom ROM), we cannot guarantee that LINE or related apps will work properly.

Troubleshooting tips
Note: If you need assistance with your device, please consult with your mobile service provider.

• Restart your device.
• Update LINE.
• Update your device's OS.
• Clear the LINE app's cache.
• Delete any unnecessary apps and data, and clear the cache on your device and SD card.
• Turn your 4G/5G/Wi-Fi off and on again.
• Check or disable any web limiting or filtering services you may have in place.
• iPhone users, refer to [iOS] Offloading the LINE app.
• Android users, remove and re-insert your SD card.

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If you're having issues with LINE, please check our Help center first. It contains useful information and troubleshooting tips and is where you'll find answers to many of our users' questions.

Help center
Our Help center has articles with solutions for issues and questions you may have when using LINE. You can also search the information on our Help center by tapping Settings

in the LINE app and entering a keyword in search box

at the top of the screen.

Inquiry Forms
If you're unable to resolve the issue with the information on our Help center, please contact us via our Inquiry Forms. Please understand that depending on the nature of your inquiry, it may take us from a few hours to a few days to respond.

Useful info

- When contacting us, please keep in mind that:
• You can also access the Inquiry Forms on a PC browser.
• If you can't log in to LINE, you can select Continue without logging in at the bottom of the login screen that appears on your browser.
- When contacting us, your inquiry can be processed more smoothly if you have ready:
• Your LINE ID.
• Your display name.
• Your reply email address.
• Your phone number registered to LINE. (This only applies to Hong Kong, Japan, Korea, Taiwan, and Thailand.)
• Information about your device (e.g. model, OS version).
• One or more screenshots of the issue.

Inquiry Forms for the LINE app

Please contact us via the page below that matches your situation.

• I'm having issues transferring my LINE account.
• I suddenly became unable to use a feature (e.g. OpenChat, chats, groups).
Note: OpenChat is only available in Japan, Taiwan, and Thailand.
• My LINE account may have been stolen (logged in to without my authorization).
• Other inquiries

Inquiry Form for services other than the LINE app (e.g. LINE Official Account)

Inquiry Form
Note: If you don't know the information for your LINE account needed to log in, please select Continue without logging in.

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Useful info

If an issue is occurring with LINE, we will post a notice about it under Announcements on our Help center. Please check there for details.

To reinstall the LINE app:
1. Back up your chat history.
Note: You will not be able to restore your chats if you don't back them up in advance.
2. Delete the LINE app and reinstall it from the App Store or Google Play Store.
3. Transfer your LINE account using your phone number, or Apple ID/Google account.
4. When the screen to restore your chat history appears, tap Restore chat history.

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If you can't log in to LINE for iPad but can still use LINE on your smartphone, see the section below for the issue you're having.

I see an error when I enter my email address or password

Be advised

To log in using an email address, you must first register an email address on the smartphone you use LINE with.

If you see an error after entering your email address or password when logging in to LINE for iPad, you may have entered the wrong information. Follow the steps below to make sure your login information is entered correctly and try logging in again.

1. Enter your email address and password on a notepad app. Make sure that:
• There are no extra spaces.
• You use half-width alphanumeric characters.
• Uppercase and lowercase letters are entered correctly.
2. Copy the email address and password that you entered on the notepad app.
3. Start LINE for iPad, paste your email address and password into their respective fields, then log in.

After entering your password, tap eye icon with a line through it

next to it and check that it was entered correctly.

If you've tried the method above but are still unable to resolve the issue, it's possible that the login information you entered is different from the information registered to your LINE account.

Refer to the following Help content and check your registered email address with the smartphone version of LINE, or reset your password.

Checking your registered email address
Resetting your password

I see an error related to the Allow login setting

If you see the error when you log in to LINE for iPad, follow the steps below on your smartphone.

1. Tap the Home tab >

> Account.
Note: Tap here to go to your Account settings from your smartphone.
2. Turn ON Allow login.

I see an error that says I am unable to log in

If you see an error that says “Unable to log in due to network issues” or “Unable to log in at this time” when logging in to LINE for iPad, it's possible you don't have a stable network connection.

For more information, see the following Help article.

General solutions for issues with LINE

I can't log in with a QR code

If you can't log in to LINE for iPad with a QR code, try the following troubleshooting tips below.

• Update the smartphone version of LINE to the latest version.
• See the steps for logging in with a QR code.

If the QR code is not displayed correctly, see the following Help article.

General solutions for issues with LINE

I was suddenly logged out of LINE for iPad

You may be logged out of LINE for iPad if:
• Your account is logged in to from another iPad.
• Your email address or password was changed from the smartphone version of LINE.
• Your phone number was changed from the smartphone version of LINE.
Note: 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.
• You were logged out of LINE for iPad from Devices on the smartphone version of LINE.
• Your account was deleted or transferred on the smartphone version of LINE.
• Device unlock method was disabled on the smartphone version of LINE.
• Letter Sealing was enabled on the smartphone version of LINE.
• A network error or glitch occurred.
• LINE for iPad is idle for a certain amount of time.

If you are logged out of LINE for iPad, please try logging in again.

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If your LINE app is running slowly, we recommend clearing the cached data temporarily stored in the LINE app.

When you use LINE regularly, cached data and chat history data start to build up, which can cause the app to run slowly.

Useful info

- Deleting your cached data will not delete other data, such as your chat history.
- You will not be able to view data such as photos or videos after their storage period has passed.

To clear cached data from the LINE app:
1. From the Home tab, tap

> Chats.
Note: Tap here to go to Settings from your main device.
2. Tap Delete data.
3. Next to Cache, tap Clear.

Deleting any unnecessary data, such as chat history or photos, can also help the app run more smoothly.
Note: Keep in mind that deleted chat history and photo data cannot be restored.

See also:
General solutions for issues with LINE

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General solutions

I get a connection error and unable to access LINE

[iOS] Offloading the LINE app

I can't install/update LINE

[Android] Some pages for LINE and other family apps are not displaying properly

Support for LINE Lite has ended

General solutions for issues with LINE

How to contact us if you're having issues with LINE

Reinstalling LINE

Issues related to logging in/out of LINE for iPad

Clearing cached data to make LINE run faster