LINE Help Center

If you can't add friends, refer to the section below based on your situation.

Useful info

If there are issues with the name of a friend or group, try the suggestions in The names of friends/groups appear as "Empty chat," "No members," or "Unknown".

"An unknown error occurred." appears

Your LINE account may have been suspended for a certain period of time due to violating our Terms and Conditions of Use. Please try adding a friend again after waiting one or two days.

You can check the main types of activity that constitute violations by referring to Standards regarding posts on LINE on the LINE Safety Center website.

A friend can't be added using ID/phone number search

Useful info

To prevent the search feature from being abused, the feature will temporarily be suspended if an ID or phone number is searched for (or the wrong one is entered) too many times. For security reasons, we cannot provide details such as how long suspensions are for.

Be advised

If you're unable to add friends via ID or phone number search, please try adding them using a QR code.

If your friend can't find you using ID/phone number search
To allow ID searches:
1. Tap the Home tab > > Profile.
Note: Tap here to go to Profile from your smartphone.
2. Turn ON Allow others to add me by ID.

To allow phone number searches:
1. Tap the Home tab >

> Friends.
Note: Tap here to go to Settings from your smartphone.
2. Turn ON Allow others to add me.

If you can't find your friend using ID/phone number search
To use ID search, contact your friend and ask them to turn on the Allow others to add me by ID setting.

To use phone number search, turn on the Allow others to add me setting on your account.

I have Auto-add friends turned on, but my contacts weren't added

If you have Auto-add friends turned on, but a contact wasn't added to your friend list on LINE, both you and your contact need to check the settings.

Your contact's LINE account settings
A contact cannot be automatically added if:
• They turned off the Allow others to add me setting on LINE.
Note: Check to see if they appear in your Friend recommendations.
• They don't have a phone number registered to their LINE account.
Note: This only applies to accounts created with LINE versions earlier than 13.11.0 if they're not using LINE in Hong Kong, Japan, Korea, Taiwan, or Thailand.

Your LINE account settings
The contact might have been added to your hidden or blocked accounts list.

To check:
1. Go to the Home tab and tap Settings.
2. Tap Friends.
3. Tap Hidden accounts or Blocked accounts.

If your contact is in any of these lists, tap Edit or select the contact and tap Unhide or Unblock.
Note: You won't be able to check your contact's account if it was deleted from the Hidden or Blocked accounts list.

If your contact is still not automatically added to your friend list after checking everything above, see the Help articles under How friends work on LINE and add them manually.

I can't add friends via QR codes

Generate a new QR code if the current one cannot be scanned or if "User not found" is displayed after scanning.

To regenerate your QR code:
1. Tap the QR code icon on the right side of the search bar.
Note: The search bar appears at the top of the Home and Chats tabs.
2. Tap My QR code.
3. Tap Regenerate > OK or Confirm.

If you're still unable to add friends via QR code after following the above steps, please try a different method.

A message appears saying the LINE account I'm trying to add can't accept any more friends

There are limits to the number of accounts you can add as friends and the number of accounts that you can add you.

If the above error message appears, you will not be able to add the account in question as a friend.

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Letter Sealing is an encryption technology that prevents any non-members of a chat on LINE, including us, from seeing the contents of its messages.

Topics covered
- About Letter Sealing
- Information Letter Sealing is applied to
- Confirming if Letter Sealing is enabled
- Verifying your identity on secondary devices

About Letter Sealing:
Letter Sealing uses a technology called end-to-end encryption.

End-to-end encryption is a communication method that makes it so that only the sender and receiver of a message can decrypt its content. Message content is saved in an encrypted state on the server, as well. When both the sender and receiver of a message have Letter Sealing turned on, the message can be sent and received with greater security using this feature.

Letter Sealing is currently turned on by default so users can exchange messages in chats more securely and safely.

Information Letter Sealing is applied to:
Letter Sealing encrypts the following information sent as messages.

Useful info

To have Letter Sealing enabled in a group chat, all group members (up to 50 members) need to have Letter Sealing turned on.

• Text messages (not including messages sent through other services like YouTube)
• Location information
• Photos/Videos/Voice messages
• Files
• Voice/video calls in 1-on-1 chats
Note:
- Letter Sealing is not applied to voice/video calls in group chats.
- Albums and notes have server-side encryption (SSE) applied, not Letter Sealing.

Be advised

- Photos, videos, voice messages, and files may not be encrypted depending on your version of LINE and specifications.
- There is no option for disabling Letter Sealing as it is a means of enhancing security and protection on LINE.
- After transferring your LINE account, Letter Sealing may prevent you from viewing messages sent and received in the past. In this case, refer to "This message can't be displayed" appears and I can't see chat messages.

Confirming if Letter Sealing is enabled:
To verify whether Letter Sealing is enabled, follow the steps below and if key fingerprints are visible, it indicates that the feature is active.

Useful info

Key fingerprints are unique encryption keys that Letter Sealing gives to each user so they can send messages to one another safely and securely. The actual keys are kept secret and will not appear in LINE chats. If the key fingerprints you and your friend see match, it means your messages are securely encrypted.

1. Tap

at the top of the chat.
2. Tap This chat is protected with Letter Sealing at the bottom of the screen.
Note:
- This won't appear if Letter Sealing is turned off. To enable it, open the LINE app on your main device, tap the Home tab >

> Privacy > and turn ON Letter Sealing.
- Tap here to go to Settings from your main device.
3. Compare the key fingerprints on your device and your friend's device.
Note: To compare key fingerprints with your friend, we recommend meeting face-to-face or using a form of communication you trust.

Verifying your identity on secondary devices:
If you use LINE on a secondary device after turning on Letter Sealing, you'll be required to verify your identity the first time you send a message by entering a verification code on LINE on your main device.

If you do not see the verification code entry screen on LINE on your main device, verify your identity again with the steps below.
Note: To send messages with LINE on your secondary device with Letter Sealing turned on in LINE on your main device, you need to verify your identity.

1. Restart LINE on your main device.
2. Log in to LINE on your secondary device.
3. Open a chat from Chats

on the main menu.
4. Select Verify my identity and get a verification code.
5. Enter the verification code shown on your secondary device on the identity verification screen that appears in LINE on your main device.

See also:
"This message can't be displayed" appears and I can't see chat messages
Privacy protections for your registered information and chats

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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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Updated: August 22, 2024

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.

If the phone number you have registered to LINE isn't the same as your current phone number, you may suddenly become unable to use LINE.

E.g.

You register phone number A to LINE, but then cancel or change it.
　　　▼
You continue using LINE with the cancelled phone number A still registered to it.
　　　▼
A certain amount of time passes, and someone else makes a new contract with phone number A.
　　　▼
The person newly contracted with phone number A registers it to LINE.
　　　▼
Phone number A is removed from your LINE account, which then becomes inaccessible.

Once a certain amount of time passes after cancelling your phone number, it can be contracted to and used by someone else.

Be sure to register your current phone number to LINE if it has changed. You can confirm and change your registered phone number from the Account screen.

Note: Changing the phone number you have registered to LINE does not affect your data (e.g. friend list, stickers, chat history) saved on LINE.

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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, please check the information for each of the three scenarios below, in order.

Unable to use device screen

You haven't registered your currently contracted phone number to LINE
If the phone number you registered to LINE isn't the same as the one you are currently contracted with, you may suddenly become unable to use LINE.

Once a certain amount of time passes after canceling your phone number, it can be contracted to and used by someone else.

If the new contract holder of the phone number registers it to LINE, the LINE account it had been registered to becomes unavailable.

See also:
Important: Make sure your current phone number is registered to LINE

The other person cannot access your LINE data (such as your friends or chat history) and your account has not been stolen.

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 the phone number you're currently contracted with.

We may be able to transfer some paid items after looking into the matter.

The following 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 you'd like us to look into your paid items, please contact us via this Inquiry Form.

You entered and verified the same information with LINE on another device
The same phone number, Apple ID, or Google account being registered to (verified with) more than one LINE account is causing the issue.

You can only register (verify) one phone number, Apple ID, or Google account to one LINE account. If you verify your LINE account with the same phone number, Apple ID, or Google account on a different device, the account on your previous device will automatically be deleted and you will no longer be able to use it.

The following 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 you'd like us to look into your paid items, please contact us via this Inquiry Form.

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 this Inquiry Form so we can look into the matter.

If we confirm an unauthorized login as the result of our investigation, we will transfer your items.

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 added on LINE STORE

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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 the phone number you currently have a contract with 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, check your spam filter settings and your blocking settings for text messages.

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Important: This option 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.

Useful info

If an issue occurs when transferring your LINE account with a phone number, see Information on transferring LINE accounts and resolving transfer issues.

If you're transferring your LINE account with a different phone number, see Transferring your LINE account with a different phone number.

To transfer your LINE account using a phone number, make preparations to transfer it, then follow the steps below.

To transfer your LINE account with a phone number:
1. Open LINE and tap Log in.
2. Tap Log in with another method > Log in with phone number > Continue.
3. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap

> OK or Send.
Note:
- For users in Thailand, you can only proceed to the next screen if you're at least 11 years old.
- For users in Korea, you can only proceed to the next screen if you're at least 14 years old and you've agreed to the Terms and Conditions of Use and Privacy Policy.
- For users in European Economic Area (EEA) member countries, you can only proceed to the next screen if you're at least 16 years old and you've agreed to the Privacy Policy.
4. Enter the verification code you received via text message.
Note: On some Android devices, the verification code is entered automatically. In this case, skip to the next step.
5. Tap Yes, that's my account.
6. Enter your password and tap

.
Note: If you forgot your password, see Registering/changing/checking your password.
7. On the ”Did you back up your chat history?” screen, tap Continue.
Note: Tapping Continue will make your LINE account inaccessible on your old device.
8. For Android users, choose your preferred account from Select your Google account, then tap OK.
9. Tap Restore chat history.
10. Enter your backup PIN.
Note:
- The backup PIN entry screen will appear if you have a backup PIN set on your old device.
- See About the backup PIN to set one up.
11. On the "Your chat history is being restored" screen, tap Continue.
12. Choose whether to add friends from your device's contacts, then tap

.
13. For users in Japan, choose whether to verify your age.
Note: The age verification screen will appear if you have not verified your age.
14. Confirm the "Regarding Usage of Your Information" consent screen.
Note: In some cases, this screen won't appear.

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This Help article explains how to register a password and what to do if you've forgotten your password.

Topics covered

- Registering/changing/checking your password
- Making a secure password

Registering/changing/checking your password:

Be advised

- To ensure the security of your password, there is no way to display the string of characters you have set as your password.
- If you don't know your password, please change it.
- You cannot change your password for 24 hours after transferring your LINE account for security reasons.

If you still have the device you can access LINE on

To register or change your password:
1. Open LINE from the device you can access LINE on.
2. Tap the Home tab > > Account.
Note: Tap here to go to the Account screen from your smartphone.
3. Tap Password.
Note: If you're asked to unlock the screen, use the unlock method you have configured on your device, such as your passcode or biometric information (e.g. fingerprint, face). Do not use the password registered to your LINE account.
4. Enter your new password twice, then tap Change password.
Important: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Making a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols

If you're transferring your LINE account and no longer have the device you could access LINE on before changing models
Note: The contents of this section 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

- 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 I'm having issues when transferring my LINE account.
- If you haven't linked a Google account or Apple ID, you will be unable to transfer your LINE account. Please create a new one.

Useful info

• For LINE version 14.8.0 or later
- If you stop in the middle of transferring your LINE account after resetting your password, you will need to reset it again.
- If you see a message saying "The email address you entered isn't registered to your LINE account." at step 7, tapping Forgot your email address? will let you check part of your registered email address. Please refer to the hint and try another email address you think is registered to the relevant account.

Useful info

• For versions of LINE earlier than 14.8.0
If you see a message saying "Incorrect password entered. Please try again" despite resetting it, it's possible that the email address registered to the account you're trying to transfer is not the same as the email address you entered in step 7 below.

To change your password:
1. Open LINE on your new device and tap Log in.
2. Tap Log in with another method > Log in with phone number.
3. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap

> OK or Send.
4. Enter the verification code you received via text message.
Note: On some Android devices, the verification code is entered automatically. In this case, skip to the next step.
5. Tap Yes, that's my account.
Note: Or tap No, that's not me > Yes, transfer my account > Log in with previous number or Log in with email address, and enter your registered information.
6. Tap Forgot your password?
7. Enter the email address registered to your LINE account, then tap OK or Send.
8. Check the email that was sent to the address you entered.
9. After checking the email, return to the LINE app, put a check next to "I have confirmed the password reset email," and tap Continue.
10. Create a password and tap

> OK.
Important: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Making a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols

If you don't receive the password reset email, see the following Help article.

I'm not receiving the password reset email

Making a secure password:
When setting a password, it's important for it to be secure and difficult for other people to guess.

To set a secure password, make sure it:
• Is a complex combination of upper and lowercase letters, numbers, and symbols.

• Doesn't use personal information, such as:
- Your nickname or initials.
- The name of a child or pet.
- A birthday or anniversary of you or a loved one.
- Your address.

• Doesn't use typical strings of characters or words, such as:
- Easy to guess words or phrases (e.g. "password" or "iloveyou").
- Consecutive letters or numbers (e.g. "123456" or "abc123").
- Strings that follow the keyboard layout (e.g. "qwerty" or "1q2w3e").

Note: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types: uppercase letters, lowercase letters, numbers, and symbols.

For the best online security, make sure not to recycle passwords, but rather to set and safely manage a different passcode/password for each online service you use.

Making use of software and OS features to manage your passwords is another way to achieve secure password creation and management. You can get a complex password with ease and peace of mind by using a software feature to automatically generate a password.

If you use software to manage your passwords, you can use all different passwords for each service without the burden of remembering them.

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The method for creating a new LINE account differs depending on the country you live in. See either of the methods below.

Users that live in Hong Kong, Japan, Korea, Taiwan, or Thailand

You need a device that can receive text messages or phone calls and a valid phone number to create a new LINE account.
Note:
- Landlines, phone numbers starting with 050, and virtual phone numbers can't be used.
- Be sure to use a phone number offered by a mobile service provider.

If you're using a non-smartphone cell phone for children, you won't be able to create or use a LINE account. If you're using a smartphone for children and cannot receive text messages, either create a new LINE account with Call me instead or check your contracted plan with your mobile service provider.
Note: The above information does not apply to some countries.

Be advised

If you verify a phone number that is already registered to another LINE account, that account will be deleted. If you want to transfer your previous LINE account, refer to Transferring your LINE account.

To create a new LINE account, refer to the steps below.

Creating a new LINE account with text message verification

Text message verification is a verification method that can be used on devices that can receive text messages.

To create a new LINE account with text message verification:
1. Open LINE and tap Sign up.
2. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap the arrow > OK or Send.
Note:
- For users in Thailand, you can only proceed to the next screen if you're at least 11 years old.
- For users in Korea, you can only proceed to the next screen if you're at least 14 years old and you've agreed to the Terms and Conditions of Use and Privacy Policy.
3. Enter the verification code you received via text message.
Note:
- On some Android devices, the verification code is entered automatically. In this case, skip to the next step.
- If you see a message that says "Welcome back, XXXX!" after entering the verification code, tap No, that's not me > Next.
4. Tap No, create a new account.
5. Enter a name, set a profile icon, and tap the arrow.
6. Create a password and tap the arrow.
Important: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Setting a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols
7. Choose whether to add friends from your device's contacts, then tap the arrow.
8. For users in Japan, choose whether to verify your age.
9. Confirm the "Regarding Usage of Your Information" consent screen.

Creating a new LINE account with the Call me instead option

Selecting the Call me instead option on the phone number verification code input screen lets you verify your phone number by receiving an automated phone call.
Note: The Call me instead option is only available in some countries.

To create a new LINE account with the Call me instead option:
1. Open LINE and tap Sign up.
2. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap the arrow > OK or Send.
Note:
- For users in Thailand, you can only proceed to the next screen if you're at least 11 years old.
- For users in Korea, you can only proceed to the next screen if you're at least 14 years old and you've agreed to the Terms and Conditions of Use and Privacy Policy.
3. Tap Call me instead at the bottom of the verification code input screen.
4. Tap Continue.
5. After receiving the automated phone call, enter the verification code you were given.
Note: If you see a message that says "Welcome back, XXXX!" after entering the verification code, tap No, that's not me > Next.
6. Tap No, create a new account.
7. Enter a name, set a profile icon, and tap the arrow.
8. Create a password and tap the arrow.
Important: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Setting a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols
9. Choose whether to add friends from your contacts, then tap the arrow.
10. For users in Japan, choose whether to verify your age.
11. Confirm the "Regarding Usage of Your Information" consent screen.

Related Help article:
I verified my phone number, but I see someone else's name

Users that live in other countries

Be advised

- If you want to transfer your previous LINE account, refer to Transferring your LINE account.
- LINE account creation using a phone number was discontinued from LINE version 13.11.0.

To create a new LINE account:
1. Open LINE and tap Sign up.
2. Confirm the Terms and Conditions of Use and Privacy Policy, then select your country and tap Continue with Apple or Continue with Google.
Note:
- Please select the country you actually live in.
- For users in European Economic Area (EEA) member countries, you can only proceed to the next screen if you're at least 16 years old and you've agreed to the Privacy Policy.
3. Log in to your Apple ID or Google account.
4. Enter a name, set a profile icon, and tap the arrow.
5. Create a password and tap the arrow.
6. Choose whether to add friends from your contacts, then tap the arrow.
7. Confirm the "Regarding Usage of Your Information" consent screen.

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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 or an Apple ID/Google account, see the Help article below for your transfer method. Transferring your LINE account with a different phone number 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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To restore your chat history after transferring your LINE account, you need to back it up beforehand.

Before backing up your chats, be sure that:

• iCloud Drive/Google Drive is turned on.

Note: This feature is unavailable on devices that cannot use Google Drive.

• There is enough free space in iCloud Drive/Google Drive.

For the basic ways to back up your chat history, see below.

iOS users

There are two methods available for backing up your chats to iCloud Drive.

Manually back up chats to iCloud Drive

1. From the Home tab, tap Settings > Chat history backup under Backup and transfer.
2. Tap Back up now.
Note: If you don't see Back up now, you need to set a backup PIN, so tap Create backup PIN to back up your chat history.
3. After your backup is complete, tap Transfer account or Close.
Note: If you tap Transfer account, you can transfer your account with an easy transfer QR code.

Automatically back up chats to iCloud Drive

1. From the Home tab, tap Settings > Chat history backup under Backup and transfer.
2. Tap Back up how often.
3. Select how often you want to back up your chats.

Your chats will only be backed up automatically if your device and settings meet the conditions below when the auto-backup refresh starts.

• Your device is plugged into an outlet.
• Your device is connected to the internet.
• The Background App Refresh setting on your device is turned on.

Android users

There are two methods available for backing up your chats to Google Drive.

Manually back up chats

1. From the Home tab, tap Settings > Back up and restore chat history under Backup and transfer.
2. Tap Back up now or Back up to Google Drive.
Note: If you don't see Back up now or Back up to Google Drive, you need to set a backup PIN, so tap Create backup PIN to back up your chat history.
3. After your backup is complete, tap Transfer account or Close.
Note: If you tap Transfer account, you can transfer your account with an easy transfer QR code.

Automatically back up chats

1. From the Home tab, tap Settings > Back up and restore chat history under Backup and transfer.
2. Tap Back up how often and turn Enable auto-backup ON.
3. Select how often you want to back up your chats.

Your chats will only be backed up automatically if your device and settings meet the conditions below when the auto-backup refresh starts.

• Your device is plugged into an outlet.
• Your device is connected to the internet.
Note: If you can't use a Wi-Fi connection, you can still back up your chats with Use mobile data selected.

Your chats will be backed up automatically when you stop using your device and its screen has turned off.

For more information about the chat history that will be backed up, see the following Help article.

Data that can be transferred

Useful info

If an auto-backup fails, you'll receive a chat notification from the LINE official account. For more information about this notification, refer to I see an error when backing up my chat history.

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Topics covered
- About your password
- About your email address
- [On the device you can access LINE on] Registering/changing/checking your email address
- [On the device you can access LINE on] Changing your password
- [When transferring your LINE account] If you forgot your password
- [When transferring your LINE account] If you can't proceed because a message saying a registered email address is required appears

About your password:
You are required to enter your password when:
• You're transferring your LINE account (only with some methods).
• You're logging in to LINE on a device other than the smartphone version of LINE (e.g. iPad, PC).
• You're logging in to the browser version of a LINE service (e.g. LINE STORE).

Registering or changing your password:
When you create a LINE account, you will be asked to register a password. To check the registered password for the LINE account you're currently using, go to the Home tab > Settings

> Account.
Note: Tap here to go to the Account screen from your smartphone.

If a password has not been registered, please register one.

If you want to change your password, see [On the device you can access LINE on] Changing your password. If you forgot your password when transferring your account, see [When transferring your LINE account] If you forgot your password.

If you forgot your registered password:
For security reasons, there is no way to check your registered password. In this case, please change your password.
Note:
- If you don't have a device you can access LINE on, you need the email address that was registered to your LINE account in advance in order to change your password.
- If you don't have a device you can access LINE on and also didn't register an email address in advance, you'll be unable to change your password.

About your email address:
You are required to enter your email address when:
• You're transferring your LINE account (only with some methods).
• You're logging in to LINE on a device other than the smartphone version of LINE (e.g. iPad, PC).
• You're logging in to the browser version of a LINE service (e.g. LINE STORE).
• You don't have a device you can access LINE on and wish to change your password.

You can register an email address anytime, as long as you have a device you can access LINE on.

If you forgot your registered email address, you can check and change your registered email address anytime, as long as you have a device you can access LINE on.

You can check your registered email address on LINE for PC (Windows, Mac, Chrome) or LINE for iPad, if the account that you're using was originally created on a smartphone.

[On the device you can access LINE on] Registering/changing/checking your email address:

Be advised

- You can only register, check, or change your email address when you have a device you can access LINE on.
- You cannot register or change your email address for 24 hours after transferring your LINE account for security reasons.

Registering an email address

1. Tap the Home tab > Settings

> Account > Email address.
Note: Tap here to go to the Account screen from your smartphone.
2. Enter an email address, then tap Next.
3. Enter the verification code, or tap the URL in the email you receive > OK.
Note: If you can't register your email address, make sure you didn't enter any blank spaces.

If you don't receive the email to confirm your email address registration, see the following Help article.

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

Changing your registered email address

1. Tap the Home tab > Settings

> Account.
Note: Tap here to go to the Account screen from your smartphone.
2. Tap Email address > Change your email.
Note: If you're asked to unlock the screen, use the unlock method you have configured on your device, such as your passcode, PIN code, or biometric authentication (e.g. fingerprint, face). Do not use the password registered to your LINE account.
3. Enter a new email address, then tap Next.
4. Enter the verification code or tap the URL in the email you receive.
Note:
- If you can't register your email address, make sure you didn't enter any blank spaces.
- If you've set a passcode, Touch ID, or Face ID on your device, you need to unlock it when you change your email address.

If you don't receive the email to confirm your email address registration, see the following Help article.

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

Checking your registered email address

1. Tap the Home tab > Settings

> Account.
Note: Tap here to go to the Account screen from your smartphone.
2. Tap Email address.
3. Your email address will appear under Change your email.

[On the device you can access LINE on] Changing your password:

Be advised

- To ensure the security of your password, there is no way to check the one you registered.
- If you don't know your password, please change it.
- You cannot change your password for 24 hours after transferring your LINE account for security reasons.

If you have a device you can access LINE on, see the information below.

If you forgot your password when transferring your account, see [When transferring your LINE account] If you forgot your password.

1. Open LINE from the device you can access LINE on.
2. Tap the Home tab > Settings

> Account.
Note: Tap here to go to the Account screen from your smartphone.
3. Tap Password.
Note: If you're asked to unlock the screen, use the unlock method you have configured on your device, such as your passcode or biometric information (e.g. fingerprint, face). Do not use the password registered to your LINE account.
4. Enter your new password twice, then tap Change password.
Note: Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Making a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols

[When transferring your LINE account] If you forgot your password:
If you forgot your password when transferring your account, see the information below that corresponds to your situation.

Be advised

To ensure the security of your password, there is no way to check the one you registered.

Useful info

Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Making a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols

If you still have the device you can access LINE on

Try transferring your account again after changing your password from the device you can access LINE on.

1. Tap the Home tab > Settings

> Account > Password.
Note: Tap here to go to the Account screen from your smartphone.
2. Enter your new password twice, then tap Change password.
Note: If you're asked to unlock the screen, use the unlock method you have configured on your device, such as your passcode or biometric information (e.g. fingerprint, face). Do not use the password registered to your LINE account.

If you don't have the device you can access LINE on

Note: The contents of this section 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.

You can change your password using the email address registered to your LINE account.

Be advised

- 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 I'm having issues when transferring my LINE account.
- If you haven't linked a Google account or Apple ID, you will be unable to transfer your LINE account. Please create a new one.

Useful info

If you are using a LINE account created on a smartphone on LINE for PC (Windows, Mac, Chrome), you can check your email address on those platforms by clicking menu icon

at the bottom of the LINE main menu > Settings > Basic and it will appear next to Email.

1. Open LINE on your new device and tap Log in.
2. Tap Log in with another method > Log in with phone number.
3. Select your country, enter your phone number, check the Terms and Conditions of Use and Privacy Policy, then tap

> OK or Send.
4. Enter the verification code you received via text message.
Note: On some Android devices, the verification code is entered automatically. In this case, skip to the next step.
5. Tap Yes, that's my account.
Note: Or tap No, that's not me > Yes, transfer my account > Log in with previous number or Log in with email address, and enter your registered information.
6. Tap Forgot your password?
7. Enter the email address registered to your LINE account, then tap OK or Send.
8. Check the email that was sent to the address you entered.
9. After checking the email, return to the LINE app, put a check next to "I have confirmed the password reset email," and tap Continue.
10. Create a password and tap

> OK.

Useful info

• For LINE version 14.8.0 or later
- If you stop in the middle of transferring your LINE account after resetting your password, you will need to reset it again.
- If you see a message saying "The email address you entered isn't registered to your LINE account" at step 7, tapping Forgot your email address? will let you check part of your registered email address. Please refer to the hint and try another email address you think is registered to the relevant account.

Useful info

• For versions of LINE earlier than 14.8.0
If you see a message saying ”Incorrect password entered. Please try again" despite resetting it, it's possible that the email address registered to the account you're trying to transfer is not the same as the email address you entered in step 7 above.

[When transferring your LINE account] If you can't proceed because a message saying a registered email address is required appears:
When transferring your account, if a password is not registered or if you tap Forgot your password? and an email address is not registered, a pop-up message will prompt you to register an email address.

Please see the information below that corresponds to your situation.

If you still have the device you can access LINE on

From the device you can access LINE on, try transferring your account again after registering an email address and changing your password.

Be advised

To ensure the security of your password, there is no way to check the one you registered.

To register an email address:
1. From the device you can access LINE on, tap the Home tab > Settings

> Account > Email address.
Note: Tap here to go to the Account screen from your smartphone.
2. Enter an email address, then tap Next.
3. Enter the verification code, or tap the URL in the email you receive > OK.

To change your password:
1. On the same device, tap the Home tab > Settings

> Account > Password.
Note: Tap here to go to the Account screen from your smartphone.
2. Enter your new password twice, then tap Change password.

Useful info

- If you're asked to unlock the screen, use the unlock method you have configured on your device, such as your passcode or biometric information (e.g. fingerprint, face). Do not use the password registered to your LINE account.
- Your password must contain 8-20 non-repeating half-width characters, and be a combination of at least three of the following types (for more information, refer to Making a secure password):
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols

After registering your email address and changing your password, try transferring your account again from the beginning by referring to the following Help articles.
Note: The contents of this section 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.

Transferring your LINE account with the same phone number
Transferring your LINE account with a different phone number

If you don't have the device you can access LINE on

The device you can use your LINE account on is needed to register, change, or check your email address. If you no longer have the device you can access LINE on, refer to the following sections.

If you've linked an Apple ID or Google account:
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. In this case, please create a new LINE account.

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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.

To change your phone number registered to LINE, follow the steps below.

Note: If you want to change your phone number to one from a different country, refer to Changing to/registering a number from a different country.

Be advised

With LINE, you can only register/verify one LINE account with one mobile phone number. Please be aware that registering a phone number that was already registered to another LINE account may make the original LINE account associated with that phone number inaccessible.

Note: You cannot change your phone number for 24 hours after transferring your LINE account for security reasons. If you want to change your phone number after transferring your LINE account, please try doing so after 24 hours.

If you can receive text messages

1. Tap the Home tab > Settings

> Account.
Note: Tap here to go to the Account screen from your smartphone.
2. Tap Phone number.
3. Enter your phone number and tap Next.
4. Enter the verification code you received via text message.

If you can't receive text messages

If you can't receive text messages, you can change your phone number with the Call me instead option.
Note: The Call me instead option is only available in some countries.

To change your phone number:
1. Tap the Home tab > Settings

> Account.
Note: Tap here to go to the Account screen from your smartphone.
2. Tap Phone number.
3. Enter your phone number and tap Next.
4. Tap Call me instead at the bottom of the verification code input screen.
5. Tap Continue.
6. After receiving the automated phone call, enter the verification code you were given.

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This Help article covers what happens when you see an error such as "This message can't be displayed" and can't view messages that were sent/received in the past.

Some of these error messages include the following.

- "This message can't be displayed"
- "Unable to display message as it couldn't be decrypted."
- "This message wasn't backed up and restored from your previous device. Unfortunately, there's no way to read it on your current device."

If you've done any of the following, Letter Sealing (a feature that enhances security for sending and receiving messages) will be applied, and you may not be able to view messages that were sent or received in the past.

You transferred your LINE account to a device with the same OS (e.g. iOS to iOS) without backing up and restoring your chats
If you've backed up your chats on your old device before transferring your account, you can view them on your new device.

You transferred your account to a device with a different OS (e.g. iOS to Android)
If you transferred your account to a device with a different OS, you cannot transfer your past chat messages. When transferring your chat history to a device with a different OS, you can transfer your chat history from the last 14 days by using a backup PIN.

You received chat messages while transferring your account
Any chat messages you received from friends while transferring your account cannot be transferred to your new device.

You cannot re-display past messages that can no longer be viewed. If you want to see your past messages, please ask the other person in the chat to resend you any old messages that you need.

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You can access LINE on multiple devices by using a main device along with secondary devices.

Topics covered

- About main and secondary devices

- Differences between a main and secondary device

- Allowing logins on secondary devices

About main and secondary devices:
Main device
Your main device (primarily smartphones) is the device you used to create your LINE account. On your main device, you can manage your LINE account information, such as your phone number, email address, and password. To change your main device and use the same LINE account when you change devices, you need to transfer your LINE account.

Be advised

If you register a new account using a phone number, Apple ID, or Google Account that is already verified on another main device, your previous LINE account will be automatically deleted. Please understand that we cannot restore an account after it is deleted.

Secondary device
When you use the same LINE account as your main device on other devices (primarily PCs or tablets), those devices are referred to as secondary devices. By logging into a secondary device with the LINE account information you registered on your main device, you'll be able to use the same account on both devices.

Useful info

- Logging in to LINE for PC
- Logging in to LINE for iPad

List of devices that can be used as a main or secondary device
Refer to the table below for devices that can be used as a main or secondary device. For example, an iPhone can only be used as a main device, and cannot be used as a secondary device.

		Main device	Secondary device
Smartphone	iPhone	Yes	No
Smartphone	Android	Yes	No
Tablet	iPad	Yes	Yes
Tablet	Android	Yes	No
PC	Windows	No	Yes
	Mac	No	Yes
	Chrome	No	Yes

Differences between a main and secondary device:
Some features are restricted when using LINE on a secondary device but are available on your main device, including:
• Managing your LINE account information such as your phone number, email address, and password
• Transferring your LINE account
• Changing your Letter Sealing settings
• Backing up your chat history

• Purchasing paid items (e.g. stickers, emoji)

Allowing logins on secondary devices:
To allow logins to LINE on secondary devices, refer to the steps below.

1. On your main device, tap the Home tab >

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

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The information in this Help article is for those using an iPad as a secondary device (using the same LINE account on both your smartphone and iPad).

Be advised

If you want to use an iPad as your main device (and use a separate LINE account on your smartphone), tap Create a new account or transfer an account from another device at the bottom of the startup screen on LINE for iPad.
iPad login screen

For more information, refer to Creating a new LINE account or the Help articles in Account transfer basics.
Note: When you transfer your LINE account to your iPad, it will become inaccessible on your smartphone.

Topics covered

- Logging in to LINE for iPad

- Logging out of LINE for iPad

Logging in to LINE for iPad:
You can log in to LINE on your iPad in the following ways.

- Logging in with an email address
- Logging in with a QR code
- Logging in with biometric information (using your main device to log in)

Be advised

A verification code may appear if you're logging into LINE for iPad for the first time or if you reinstalled LINE.

If you see a verification code:
1. Start LINE on your main device.
2. Enter the verification code that appears on LINE for iPad into your main device.
3. Confirm that the device you are trying to log in with is correct, and check the box.
4. Tap Verify.
Note:
- Be sure to enter the verification code that's displayed within three minutes.
- If the screen to enter the verification code doesn't appear on LINE on your main device, restart LINE on your main device and try logging in to LINE for iPad again.

Logging in with an email address

Be advised

To log in with an email address, you must first register an email address on your main device.

1. Start LINE for iPad.
2. Tap Other ways to log in > Log in with email.
iPad login screen

3. Enter your registered email address and password, then tap Log in.

Useful info

- If you forgot your registered email address, check it on your main device.
- If you forgot your registered password, change it on your main device.
Note: After setting your new password, be sure to keep it safe so you don't forget it.

Logging in with a QR code
1. Start LINE for iPad.
2. Select Other ways to log in.
iPad login screen

3. Start the QR code reader on your main device and scan the QR code that appears on LINE for iPad.
4. On your main device, tap Log in > OK.

Useful info

- The location (e.g. prefecture, city) that appears on the login screen is based on the IP address of the device (e.g. PC, iPad) that is trying to log in to your account.
- If the QR code expired, tap Regenerate icon

and log in from the updated QR code.

Logging in with biometric information (using your main device to log in)
Note: The contents of this section 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.

You can log in with the biometric information (e.g. face, fingerprint) registered to your smartphone when you use an iPad as a secondary device with the same LINE account as your smartphone.

By logging in with your biometric information, you can manage your LINE account more securely than with using an email address and password.
Note: Your biometric information isn't saved on the LINE app or servers.

For the requirements and preparations for logging in with biometric information, refer to the following Help article.

How logins with biometric information work

When logging in to LINE with biometric information for the first time:
1. Start LINE for iPad.
2. Enter your phone number and tap Log in with smartphone.
iPad login screen

3. Tap Show verification code.
4. Start LINE on your main device and tap the Home tab >

> Account > Pair a new device.
Note: Tap here to go to your Account settings from your smartphone.
5. Enter the verification code that appears on LINE for iPad into your main device.
6. Authenticate the login with the biometric information on your main device when prompted to do so.

When logging in after the first time:
1. Start LINE for iPad.
2. Enter your phone number and tap Log in with smartphone.
3. Start LINE on your main device and authenticate the login with the biometric information when prompted to do so.

"Login successful!" will appear when you're logged in. The LINE official account will also send a login notification message to you on your main device.

Useful info

If logins with biometric information have been locked, be sure to enter the passcode or PIN configured on your smartphone, which is not the same as the passcode lock for LINE.

Logging out of LINE for iPad:
1. On LINE for iPad, tap Settings > Account.
2. Tap Log out > OK > OK.

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

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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About the update to the default emoji

End of support for LINE smartphone app versions earlier than 12.18.0

About the end of the Keep service and saved data

Important: Make sure your current phone number is registered to LINE

Agreeing to the combined Privacy Policy

End of LINE VOOM service

FAQs

I can't add friends

About Letter Sealing

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

Important: Make sure your current phone number is registered to LINE

I suddenly became unable to use a feature

The error message "Unable to use device" suddenly appeared

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

Transferring your LINE account with a phone number

Registering/changing/checking your password

Topics covered

Creating a new LINE account

Information on transferring LINE accounts and resolving transfer issues

Backing up your chat history

Registering/checking/changing your email address and password

Checking/changing your phone number

"This message can't be displayed" appears and I can't see chat messages

Using the same LINE account on more than one device

Logging in to LINE on your iPad or PC using biometrics

Issues with backing up or restoring your chat history

Category

Issues

LINE usage environment/Settings

Transferring/creating a LINE account

LINE account/Profile

Paid items (e.g. stickers, emoji, Coins)

Friends/Groups

Chats/Calls

Notifications

OpenChat

Get more out of LINE

Security/Privacy

About Business Alliances