Issues with backing up or restoring your chat history

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Chat-related issues

The following may be possible if you're having issues sending and receiving messages.

Can't send messages
• There may be a network connection issue. Check your connection and try again.
• If the other user hasn't added you as a friend, they may have the Filter messages setting turned on.
Note: If this is the case, you need to have them tap the Home tab > Settings > Privacy, turn Filter messages OFF, and add you as a friend.
• The other user's LINE account may have changed (e.g. due to changing devices).
Note: We can't provide details about the state of another user's LINE account for security reasons.
• Your use of the service may have been suspended due to violating our Terms and Conditions of Use.

Can't receive messages
• There may be a network connection issue. Check your connection and try again.
Note: Sometimes it may take a while for a message to show up after you receive the notification.
• You may have the Filter messages setting turned on. If so, you won't receive messages from users that you haven't added as friends.
• Your use of the service may have been suspended due to violating our Terms and Conditions of Use.

If the issue persists after trying everything above, try the suggestions in General solutions for issues with LINE.

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Your chats are saved in the LINE app on your device. For this reason, you cannot restore missing chats if:

• You deleted the chat they were in.

• Your device has changed (e.g. because you had it repaired or switched to a new device).

• You deleted (or uninstalled) the LINE app.

Even if your chats were deleted, you can restore them if you backed them up beforehand. To do so, uninstall and then reinstall the LINE app.

Note: When you uninstall the app, all of your chats are deleted from your device.

You cannot restore chats that weren’t successfully backed up, or that weren’t backed up at all.

We strongly recommend regularly backing up your important chats. For information about backing up your chat history, see this Help article.

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If you're having issues sending, receiving, or opening photos, videos, or voice messages, see the solutions 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.

Topics covered

- Unable to open photos/videos/voice messages

- Unable to send photos/videos/voice messages

- Solutions to try if the issue persists

Unable to open photos/videos/voice messages:
You may not be able to open photos, videos, or voice messages if any of the following cases apply to you.

• You don't have free space on your device.
Ensure that there is enough free space in your device's storage.

How to check the storage on your iPhone and iPad (Apple Support site)
Free up space (Android Help)

• The picture/video/voice message is no longer available.
Photos and videos on our servers are only saved temporarily. You won't be able to open photos, videos, or voice messages after they become unavailable.
Note: We are unable to provide details about how long items are saved.

• You deleted (cleared) the LINE app's cache.
If you delete your data from the LINE app's Settings, or delete the cache using a cache deletion app from another company, you may become unable to open photos, videos, and voice messages saved in the LINE app.

Useful info

We recommend saving sent/received photos to LINE albums, where they can be saved for any length of time.

Unable to send photos/videos/voice messages:
If you can't send photos, videos, or voice messages, please try changing the settings below.
Note: The settings displayed may differ depending on your device.

• Allow LINE to access your photos in your device's Settings.

iOS users

1. Go to your device's Settings, scroll down, and tap LINE.
2. Tap Photos > Selected Photos or All Photos.

Android users

1. Go to your device's Settings > Apps.
2. Tap LINE > Permissions.
3. Allow access to Files and media and Microphone.

• Change the Sent photo quality setting.
1. Go to Settings in the LINE app > Photos & videos.
2. Change the Sent photo quality setting and try sending your photo again.

Solutions to try if the issue persists:
If the issue persists after you've checked the above information and configured the relevant settings, try the general solutions in the following Help article.

General solutions for issues with LINE

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

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

Be advised

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

Topics covered

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

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

- I can only restore some of my chat history

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

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

iOS users

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

• Set up iCloud Drive
• Back up iPhone using iCloud

Android users

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

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

If your chat history auto-backup fails

If a chat history auto-backup fails because you don't have enough free space in Google Drive or on your device, you'll see one of the following error messages as a notification or on the settings screen.
Note: You will not receive a notification if an auto-backup fails for another reason.

• Backup failed at XX:XX on MM/DD.
　Not enough free space on Google Drive.

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

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

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

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

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

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

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

.

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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If your chat list information is incorrect, 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 you've updated LINE and restarted the app and your device but are still experiencing the issue, check the information below for the issue you're having.

Your chat list information is incorrect

Affected information: Chat list
E.g. A chat no longer appears even though you did not delete it.

Try manually syncing your chat list information yourself by tapping this link from the smartphone that you use with LINE.
Note: Do not sync your information multiple times in a row.

Repairing the Chats tab

Your chat history differs from what others see

Affected information: Chat history
E.g. The content of your chat is different from your friend's chat.

Try manually syncing your chat history yourself by tapping this link from the smartphone that you use with LINE.
Note: Do not sync your information multiple times in a row.

Be advised

Back up your chat history before manually syncing it. You won't be able to see your messages if your chat history gets encrypted.

Note:
- You can select up to three chats in your chat list each time you manually sync your chat history.
- Chat messages can no longer be synced manually after a certain period of time has passed. (We are unable to provide details about the exact length of time.)

Repair chat history

The Names of friends/groups appear as "Empty chat," "No members," or "Unknown"

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".

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If you're suddenly unable to send chat messages on LINE, refer to the following information based on the status of your LINE account.

Useful info

For details about issues with OpenChat, refer to I suddenly became unable to use OpenChat.
Important: OpenChat is only available in Japan, Taiwan, and Thailand.

Topics covered

- I'm unable to send messages in all LINE chats

- I'm unable to send messages in some LINE chats

I'm unable to send messages in all LINE chats:
If you're suddenly unable to send messages on LINE, it's possible that your use of LINE may have been suspended for violating (or being suspected of violating) our Terms of Use.

Below are the main types of activity taken from our standards that constitute violations of our Terms of Use. Please refer to Standards regarding posts on LINE on LINE Safety Center and refrain from engaging in similar conduct in the future.
Note: For security reasons, we do not provide details regarding the basis for what violates our Terms of Use, or why the service has been suspended.

Below are the main standards that constitute violations.

• Posting content that is generally considered unacceptable, such as abusive language, obscene content, or any other obscene expressions.
• Exchanging personal information (e.g. phone number, address, LINE ID), or continually inviting or soliciting others to meet in person.
• Engaging in any unlawful acts, such as the illegal trading of banned substances, stocks, etc.
• Acts of planning or inviting minors to inappropriate meetings or assemblies.
• Acts deemed to be spamming, such as sending multiple stickers or posts in a row over a short period of time.

Frequently asked questions:
Q: When will the suspension be lifted?
A: The temporary suspension period lasts between 24 hours and 7 days. You can use the suspended feature again once the suspension period is over.
Note: You may be restricted for longer depending on the nature of the violation.

Q. If my suspension lasts longer than seven days, when will the suspension be lifted at the latest?
A: We are sorry to say that we cannot provide a specific time frame for when the suspension will be lifted.

Be advised

Our response may be the same as this Help article if you still decide to contact us via the Inquiry Form regarding the activity that violated our Terms of Use.

I'm unable to send messages in some LINE chats:
You may be unable to send messages if your network connection is temporarily unstable. If the issue persists with a stable network connection, refer to the following Help article.

I can't send/receive messages

If you're still unable to resolve the issue after trying the solutions in the Help article above, and you don't remember doing anything that could have violated our guidelines, please contact us via the Inquiry Form.

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?

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.

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Your use of the service may have been restricted due to violating or being suspected of violating the Terms and Conditions of Use. For more information, see the following Help articles.

I suddenly became unable to use OpenChat
Note: OpenChat is only available in Japan, Taiwan, and Thailand.
I suddenly became unable to send messages
I get an error when creating/deleting/inviting others to groups

If you're experiencing issues not listed above, please see the relevant sections of the following Help pages.

Notification issues
General issues
Issues with backing up or restoring your chat history

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With LINE, chat rooms are automatically created for recently added friends. "Start chatting with your new friend now!" is always the first message in these chats.

Also, if you or your friend turn the "Allow others to add me" setting ON, your chat room may be recreated and appear at the top of your chat list.

If a chat with a friend you haven't messaged recently appears at the top of your chats, it may be because that friend turned their "Allow others to add me" setting ON.

Rest assured that this message does not mean an account is being impersonated or has been stolen.

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If the name of a friend or group appears as "Empty chat," "No members," or "Unknown," try manually syncing your data by accessing Repairing friend and group data from your smartphone and tapping Friends and groups > Repair.
Note: Do not sync your information multiple times in a row.

If the issue persists even after repairing your friend and group data, please try the troubleshooting tips.

• Change your theme to the Original theme by following the steps below:
  1. Open LINE on your smartphone.
  2. Tap the Home tab > Settings

.
3. Tap Themes > My Themes.
4. Tap Apply with only the Original theme selected.

• Make sure that there's at least 2 GB of free space on your device before repairing your friend and group data.
• Delete the chat you're having issues with and then ask a group member to send you a message.
• Leave the group and then join it again.

Be advised

Deleting a chat or leaving a group will also delete its chat history. If you want to save important chat messages, please consider asking a group member to save them in text format. Please note that chat messages saved in text format cannot be used to restore your chat history in LINE.

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If a chat message you sent doesn't appear as read and nothing else appears by it, it may be due to one of the following reasons.

Your network connection is unstable

With an unstable network connection, it may take some time for a chat to show up as read.

The recipient didn't see the message due to their use of the LINE app

If the person you sent the chat message to changed devices, reinstalled LINE, or accidentally deleted their chat history before checking the chat, they may not have noticed that they received the message. If the read mark still doesn't appear after some time has passed, try sending the message again or asking the person if they received it using a method other than LINE.

If an icon appears next to the chat message you sent, check its status by referring to the following Help article.

Checking a chat message's sent status

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If friends you invited to an event appear on the Recipient List screen but aren't receiving your message, they may have the setting to receive notifications from unauthorized apps turned off.

Try having your friends follow the steps below to receive your message.

1. Tap the Home tab > Settings > Notifications.

2. Turn Unauthorized apps ON.

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You cannot restore your chat history with your backup PIN if you enter it incorrectly 10 times.

If you don't have any chat history backed up or you no longer have your old device and you enter your backup PIN incorrectly 10 times, there will be no way to transfer your chat history to LINE on your new device.

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Chat-related issues

I can't send/receive messages

My chats disappeared

I can't send/receive/open photos/videos/voice messages

Issues with backing up or restoring your chat history

Chat list information is incorrect

I suddenly became unable to send chat messages on LINE

I suddenly became unable to use a feature

I received a chat message saying "Start chatting with your new friend now!"

The names of friends/groups appear as "Empty chat," "No members," or "Unknown"

I'm not sure if my chat message was received because it isn't showing up as read

The friends I invited to a LINE Schedule event aren't receiving my message

I entered the wrong backup PIN on my new device