LINE

Help center

ENGLISH

ENGLISH
日本語
한국어
中文(简体)
中文(繁體)
ภาษาไทย
Español
Indonesia

Android
iOS
Windows
Mac
Chrome
iPad

Search Help articles

Help center
Issues
General solutions

Issues
Creating/transferring a LINE account
Checking/changing your registered information
Purchasing/using items
Friends/Groups
- Friend basics
- Group basics
Chats/Calls/Notifications
LINE VOOM
- LINE VOOM basics
Get more out of LINE
Safety/Security
LINE Pay
- Service
About Business Alliances
- Inquiries about Business

General solutions

The app doesn't start or crashes

If LINE doesn't start or closes suddenly (crashes), please try the following:

• Update the LINE app.

Issues may occur on older versions of the app, so please update to the latest version here.

• Restart your device.

Some issues can be resolved by restarting your device. The steps to restart (turning your device's power off and on) differ for each device. See your user manual for details.

• Update your OS.

Issues may occur on older OSes. To check if there is a newer OS version available, follow the steps below:

Go to your device’s Settings > About phone > Software update.

Note: Depending on your device, there may be additional steps for confirming the update.

• Check if you are using any web limiting or filtering services.

If necessary, disable any of your carrier's web limiting or filtering services.

• Check your network connection.

Try using the browser on your device to make sure there are no issues with your network connection.

• Delete any unnecessary apps and data on your device.

Your device may not function properly if there is not enough storage space left on it. Free up space using the methods listed below.

Note: The steps to do the following differ for each device. See your user manual for details.

- Clear the LINE app's cache.

- Delete any unnecessary apps and data on your SD card.

- Remove and re-insert your SD card.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

General solutions for issues with LINE

If you're having issues with LINE, try the troubleshooting tips below:

• Close all running apps.

• Restart LINE and your device.

• Update LINE to the latest version.

Additionally, issues may occur if you do not use LINE with the recommended system specifications.

Note: We do not offer support for devices that are jailbroken or rooted.

If you experience network errors or images do not appear properly, try the following:

• Delete any unnecessary apps and data, and clear the cache on your device.

• Check if your network connection has any restrictions or filtering services in place.

• Clear the LINE app's cache.

To clear the LINE app's cache:

1. Tap the Home tab > Settings > Chats.

2. Tap Delete data.

3. Next to Cache, tap Clear > Clear.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

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

If you are using an Android device:

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

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

2. If you still experience problems after installing Android System WebView, please try installing the latest version of the Chrome browser.

Android System WebView

Google Chrome

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

I can't install or update LINE

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

Examples of errors

- Error retrieving information from server. (RPC:S-**:AEC-0)

- Error code: **

Note: A number will appear in place of the asterisks.

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

Clear the cache and data from the Google Play store app:

1. On your device, tap Settings > Apps or Application Manager.

2. Tap Google Play Store > Storage.

3. Tap Clear cache or Delete cache.

4. Tap Clear data or Delete data.

Make sure you have enough free space:

1. On your device, tap Settings > Storage and Memory or Storage.

2. Tap Internal Storage.

3. Delete any unnecessary data if you have less than 1 GB of free space under Available.

Reset your Google account:

Please be assured that trying the following will just reset your Google account and will not delete it.

1. On your device, tap Settings > Accounts > Google.

2. Tap the options icon at the top right of the screen > Remove account.

3. Restart your device and add your Google account.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

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

Many issues can be resolved by referring to our Help articles. Before contacting us, see if the issue you're having is addressed in an article on the LINE Help page.

If you're unable to resolve the issue you’re having with a Help article, contact us via one of the links below.

Note: If you can't log in to your LINE account, select Continue without logging in.

LINE Inquiry Form

Inquiries about LINE authorized apps (e.g. LINE Official Account, LINE Camera)

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

About the Service Messages official account

When you send an inquiry via the Inquiry Form, the Service Messages official account sends you a notification from LINE Customer Care to let you know that it was received.

Note: You'll get a notification if you send an inquiry from within LINE or a related service app, or if you send an inquiry while logged in to your LINE account.

Notifications are sent via chat message when your inquiry is received and when LINE Customer Care sends you a reply. To check your inquiries and replies, access My Inquiries in the notification message you received.

Note: The Service Messages official account cannot be blocked, and there is no way to stop receiving messages from it.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

I sent an inquiry but didn't get a notification from the Service Messages official account

The Service Messages official account sends you a notification when you inquire from:

• Within LINE or a related service app.

• The Inquiry Form after logging in to LINE.

Notifications are not sent from the Service Messages official account for any other types of inquiries.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

I don't see my inquiry in My Inquiries

The My Inquiries page shows inquiries that you sent from:

• Within LINE or a related service app.

• The Inquiry Form after logging in to LINE.

You'll also receive a notification from the Service Messages official account when you send an inquiry in one of the ways mentioned above.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

I can't access My Inquiries

You can only access My Inquiries via notifications from the Service Messages official account.

Note: This feature cannot be accessed using LINE for PC.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

The error message "Unable to use account" suddenly appeared

The "Unable to use account" error message usually appears for one of the following reasons.

Your LINE account has become inaccessible because the registered phone number was removed

Note: Once your account becomes inaccessible, the data related to it (including your friends and chat history) is deleted and cannot be restored.

If a new account was created with the phone number that was registered to the LINE account you were using:

The same phone number being registered to more than one LINE account is causing the issue.
Note: With the smartphone version of LINE, the same account cannot be used on multiple devices.

Only one phone number or email address can be used to verify one account per device. If you verify your LINE account with the same phone number on a different device, the account on your previous device will automatically be deleted and you will no longer be able to use it.

Please keep using the account you can currently use, or create a new one.

Note: You can use the same account on LINE for PC or LINE for iPad by logging in with the same email address.

If a phone number you canceled was still registered to your LINE account:

Your account may have become inaccessible because someone else began using your canceled phone number and registered it to their LINE account.
Note: Rest assured that the person currently contracted with your old phone number cannot access your previous LINE account data, and your account has not been stolen.

In this case, you will need to sign up for a new account with a phone number you're currently contracted with.

Your LINE account was transferred to a different device

Transferring your account to a different device (e.g. smartphone, tablet) will make it inaccessible on the previous device.

If you want to use your LINE account on the previous device again, tap OK or Delete on the "Unable to use account" error message screen > Log in and transfer your account.
Note: You can use the same account on LINE for PC or LINE for iPad by logging in with the same email address.

You shared your verification code, phone number, password, or account transfer code with someone

Someone else may have used the information they learned from you to access and use your LINE account without your permission. Please contact us via this Inquiry Form and we will check your account information.
Note: For more details, see this Help article.

If none of the cases above apply to your situation, contact us via this Inquiry Form and we will look into the matter.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

I see an error that says LINE has stopped

If you see a message that says LINE has stopped working or closed, try the following troubleshooting tips:

• Update LINE.

• Delete any unnecessary apps and data on your device.

• Restart LINE and your device.

If the issue persists after trying the above, it's likely you can resolve it by reinstalling the LINE app.

Note:

- Before uninstalling the app, we recommend backing up your chats if you can still use LINE.

- For the steps to reinstall the LINE app, see this Help article.

After reinstalling the app, transfer your LINE account by selecting Log in.

Note: For the steps to transfer your LINE account, see this Help article.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

About My Inquiries

The My Inquiries page shows the inquiries you've sent to LINE Customer Care, as well as all the replies you've received.

Note: LINE Customer Care will also reply to the email address you enter when you send your inquiry.

You can access My Inquiries from the link in the notification that you receive from the Service Messages official account.

Note: For more information about the Service Messages official account, see this Help article.

Each of your inquiries will have one of the following statuses.

• Pending: This status shows that your inquiry has been received by LINE Customer Care, or that we sent you a reply asking for additional information.

• Answered: This status shows that LINE Customer Care has sent an answer to your inquiry.

• Closed: This status appears when an inquiry does not need to be answered (because it was a duplicate, or for another reason).

Inquiries will appear in your history for one year from the date they are received.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

Support for LINE Lite has ended

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

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

The following data can be transferred to LINE:

• Your friends and groups

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

You can download the LINE app here.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK

Reinstalling LINE

To reinstall the LINE app:

1. Back up your chat history by referring to this Help article.

Note: You will not be able to restore your chats if you don't back them up in advance.

2. Delete the LINE app and reinstall it from the App Store or Google Play Store.

3. Transfer your LINE account by following the steps in this Help article.

4. When the screen to restore your chat history appears, tap Restore chat history.

Was this page helpful?

Thank you for your feedback.

Let us know if we can make it better.

Sorry about that. What went wrong?

The information was hard to follow.
The information wasn't accurate.
I needed a more detailed explanation.
The article was too long.
Other

LINE
TWITTER
FACEBOOK
LINK