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Letter Sealing is a feature that uses a technology known as end-to-end encryption (E2EE). This prevents any non-members of a chat on LINE, including us, from seeing its contents.

E2EE is a method of communicating that ensures only the sender and recipient can decipher message content. The messages are also stored on servers in an encrypted state. This feature lets users send and receive messages with enhanced security when both sender and receiver have Letter Sealing enabled.

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

Letter Sealing encrypts:
• Text messages (not including messages sent through other services like YouTube)
• Location information
• 1-on-1 voice/video calls

• Photos/Videos/Voice messages

• Files

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.

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 your key fingerprint matches that of your friend, it means your chat is securely encrypted.

To compare key fingerprints:
1. Tap menu icon

at the top of a chat screen.
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. In this case, tap the Home tab > Settings

> Privacy > and turn ON Letter Sealing.

- Tap here to go to Settings from your smartphone.
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.

What to do if the verification code input screen doesn't appear on the smartphone version of LINE when verifying your identity for Letter Sealing on LINE for PC

Follow the steps below to verify your identity.
Note: You need to verify your identity to send messages on LINE for PC with Letter Sealing enabled on the smartphone version of LINE.

To verify your identity:
1. Restart LINE on your smartphone.
2. Log in to LINE for PC.
3. Open a chat from Chats

on the main menu.
4. Click Verify my identity and get a verification code.
5. Enter the verification code on the identity verification screen that appears in the smartphone version of LINE.

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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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Registering an email address to your LINE account makes it possible for you to reset your password in case you forget it when transferring your LINE account. To register, change, or check your email address, refer to the sections below.

Be advised

You cannot register or change your email address for 24 hours after transferring your LINE account for security reasons. If you want to register or change your email address after transferring your LINE account, please try doing so after 24 hours.

If you still have the device you can use LINE on

Registering an email address

1. Tap the Home tab >

> Account > Email address.
Note: Tap here to go to your Account settings 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.

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 >

> Account.
Note: Tap here to go to your Account settings 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 identification (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 >

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

If you're transferring your LINE account and no longer have the device you used before changing models

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 use your LINE account 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 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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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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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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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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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.

See below for the steps to log in to LINE using biometrics.

When logging in to LINE with biometrics for the first time:

1. Start LINE for iPad or LINE for PC.

2. Enter the phone number registered to your LINE account and select Log in with smartphone.

3. Select Show verification code.

4. Start the smartphone version of LINE.

5. Select the Home tab > Settings > Account > Pair a new device.

6. Enter the verification code that appears on LINE for iPad or LINE for PC into your smartphone.

7. Use biometrics when prompted to do so.

When logging in after the first time:

1. Start LINE for iPad or LINE for PC.

2. Enter the phone number registered to your LINE account and select Log in with smartphone.

3. Start the smartphone version of LINE.

4. Use biometrics 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 in the smartphone version of LINE.

Note: For details about the content of this notification, see I got a notification about a detected login.

For information on how to set up LINE so you can use biometrics for logging in, see the following Help content.

Preparations for logging in with biometrics

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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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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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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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Announcements

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

I suddenly became unable to use a feature

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Using the same LINE account on more than one device

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Information on transferring LINE accounts and resolving transfer issues

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

Backing up your chat history

Category

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LINE usage environment/Settings

Transferring a LINE account

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OpenChat

Get more out of LINE

Security/Privacy

About Business Alliances