LINE Help Center

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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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 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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LINE

Help center

Search Help articles

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