LINE

E.g. The profile photo you set differs from the one your friends see on their LINE accounts.

This happens when your device cannot auto-sync with our servers for some reason. Update LINE to the latest version and restart your device.

If the issue persists after updating LINE to the latest version and restarting your device, try manually syncing your friend and group data yourself by tapping the link below from the smartphone that you use with LINE.
Note: Do not sync your information multiple times in a row.

Repairing profile and settings data

Affected information: Profile photo, display name, status message, LINE ID, birthday, LINE Profile+, and other settings

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.



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

If your LINE account may have been stolen (logged in to without your authorization), first check whether you can use LINE normally with your device. This Help article provides specific solutions based on your resulting situation after checking.
Topics covered
- If you can use your LINE account
- If you can no longer use your LINE account


If you can use your LINE account:
If you're able to use LINE (e.g. send/receive messages) on your device, it means your LINE account wasn't stolen.

If you got a login notification from the LINE official account or your account sent out messages that you don't remember sending yourself, it's possible:
• Someone else attempted to log in to your LINE account.
• Someone logged in from a PC or iPad using your LINE account.
• Someone used your device without permission.
• A message was unintentionally sent while your device was in your pocket.

If situations like any of the ones above apply to you, be sure to:
• Change your password.
• Turn off Allow login.
• Check what devices are logged in to your LINE account and LINE services and log out of any unfamiliar devices.

If you got a message saying someone logged in to your LINE account on another device, be sure to also see the following Help content.

I got a message saying someone logged in to my LINE account on another device


If you can no longer use your LINE account: If you see a screen other than the one above, we will look into whether or not your LINE account was used without authorization.

As a result, if we confirm that your account was used without authorization, we will:
• Delete the LINE account to prevent further abuse by the culprit.
• Transfer items (e.g. paid items, Coins) to your new LINE account, if you have any.

The following can be transferred:
• The right to use your paid items such as your LINE stickers and themes (including those received as gifts)
• Your item purchase history and Coin balance
• Your Credit balance purchased from LINE STORE

If you need us to take the above actions, contact us from the Inquiry Form after checking the "Important points when contacting us" section below.

Confirm the following before contacting us:
There have been cases where response times are delayed due to users selecting options not matching their situation on the Inquiry Form or not providing enough information. To ensure a smooth inquiry process, please confirm the following important points before contacting us.

Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.

Did you read the important points above?

No

Please confirm the following important points before contacting us.

Important points when contacting us:
- We only accept inquiries from the owner of the LINE account that's experiencing the issue.
- In principle, we do not accept inquiries made on behalf of family members, friends, or acquaintances.
- For questions that require you to fill in certain information or details about a situation, make sure that you provide complete and accurate information relevant to your situation.

Yes

Please contact us via this Inquiry Form.

See also:
LINE account-stealing scams to be aware of
The error message "Unable to use device" suddenly appeared
Checking what devices are logged in to your LINE account and LINE services

If your device was lost or stolen, you should take the following steps to make sure that no one can use your LINE account.