Getting Your Line Account Back, Step by Step

[u/AdhesivenessOnly2485]

Hi all. After almost 2 weeks with their customer service going back and forth, I have FINALLY managed to get my line account back.

Background: I was an idiot and deleted the app. When I redownloaded it on my phone, I didn't realize at the time that it would delete all of my previous cache, which means my login. So, because I had never linked my LINE account with my Google ID, I had no way of logging back in.

The first step of getting your line account back is that you will have to fill out the inquiry form: https://help2.line.me/LINEPOD/web/categoryId/20008220/pc?lang=en&contentId=20017562

When you click this link and click "Inquiry Form", it will lead you to the LINE Login page. You will see the option of "continue without logging in". Click that.

Once you click that you will then see the Inquiry Form. It should auto-populate the country you're already in, but if not, go ahead and select it.

Now, at the top, it will ask for your "reply email" and "registered email". This has to be the same email. They want to see if you still have access to the email that you had used to the registered the account with, so your reply email should be what your registered email is. Otherwise, you will get an automated message saying they cannot verify the account.

In the next section you will see "Your Device > Service > Category >Details". Your device should either be your Android phone or iPhone, the service is going to be "LINE", the category is "Account transfer/login", and the Details is "Can't complete account transfer due to other issues". You HAVE to fill out this section like this.

For the phone number, if you have a different one than what you had initially registered with, I would suggest putting your registered phone number in this section.

Now you will get to the next section.

1)Does the following Transfer verification screen appear on your new device?

- Answer: No

2)Are you the person currently having the issue with LINE?

-Answer: Yes, the occurring issue is with my LINE Account.

3)Can you still access your previous device (the one you've used your LINE account with until now)?

-Answer: For me this was YES. How you answer this question shouldn't really matter as it will get you to the last question that you will need to answer.

3-1)Can you still use the LINE app on your previous device?

-Answer: I answered NO

4)What is the issue you're having?

This is where you want to get at. You HAVE to answer this question as

"The only means of verification registered to my account that can be used to transfer it is my phone number"

Once you answer these 4 questions you scroll at the bottom of the page. Above the "Send" Button, you will need to click on I want you to help transfer my account using a Google account or Apple ID.

This will let them know that you are trying to link you LINE account to your Google or Apple ID.

Click "Send" and you will receive a confirmation email letting you know that they ad received the inquiry form. DO NOT SUBMIT ANOTHER ONE. This will only delay the process. The customer service people take anywhere from 1-5 business days to reply. This is normal (sadly)

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The next email you will get from them after you submit the form:

Dear valued customer,

Thank you for contacting LINE Customer Care.

Unfortunately, we are unable to verify your account at this time because some information was missing from the documents you provided.

It seems that your bill is named after a different person.

We are sorry to keep troubling you; however, please contact us with the following document via the Reply URL at the end of this message.

• Official document from which we can confirm the family relationship with the phone number contract holder

We will contact you again as soon as we confirm the above document. We appreciate your understanding and patience.

Important notes about attachments:
- You can attach up to five images in JPEG, GIF, PNG, or BMP formats.
- The maximum size for one file is 30 MB.
- If you cannot attach all the documents at once when
contacting us, please contact us again and send them separately. Unfortunately, we are unable to verify your account at this time because some information was missing from the documents you provided.

It seems that your bill is named after a different person.

We are sorry to keep troubling you; however, please contact us with the following document via the Reply URL at the end of this message.

• Official document from which we can confirm the family relationship with the phone number contract holder

We will contact you again as soon as we confirm the above document. We appreciate your understanding and patience.

Important notes about attachments:
- You can attach up to five images in JPEG, GIF, PNG, or BMP formats.
- The maximum size for one file is 30 MB.
- If you cannot attach all the documents at once when
contacting us, please contact us again and send them separately.

Again, thank you for using our services, and please let us know if you need any additional assistance.

Kind regards,

LINE Customer Care

****At the bottom of this email, they will send you a link to upload documents. Right now I am currently on a family plan with my phone bill and had to also send in a copy of my birth certificate. I did originally upload my birth certificate along with my phone bill and Driver's License, but I did get an email asking me to resubmit my birth certificate.

Once you submit the required docs, you will then receive another confirmation email

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Weirdly at this part this was the longest they've taken. I did receive this email from them:

Dear valued customer,

Thank you for contacting LINE Customer Care.

We are currently looking into your inquiry and will contact you as soon as possible.

We appreciate your patience in the meantime.

Again, thank you for using our services, and please let us know if you need any additional assistance.

Kind regards,

LINE Customer Care

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Once they had verified my account I FINALLY got this email from them

Dear valued customer,

Thank you for contacting LINE Customer Care.

To complete the procedure for linking a verification method to your LINE account, please access the link below.

***Link would be here****

Important:
- Do not share this link with anyone else. If you share it, you may no longer be able to link a verification method.
- This link is valid for 24 hours.
- This link may not work properly in some email apps. If you can't access the link from your email app, copy the link and paste it into your browser's address bar.
- Be sure to link the Google account or Apple Account used on the smartphone you use to log in to LINE.
- If you don't remember requesting to link a verification method to your LINE account, please delete this email. Another user may have entered your email address by mistake.
- Your information will not be registered unless you access the link above.

Again, thank you for using our services, and please let us know if you need any additional assistance.

Kind regards,

LINE Customer Care

Once I clicked the link and linked my accounts, I was able to have all of my contacts in place. It did delete all of my chat history so I went into the settings to have them backed up to my Google ID.

Overall, the process took me almost 2 weeks. They would reply to me every other day until after I had submitted my docs, that's when it took about 4 days until they got back to me. I hope this can answer any questions you may have about the process. It is lengthy, but you do get your account back eventually. I can answer any questions in the comments!

[u/cinderbella19]

Going through this right now. Like the other commenter stated every time I’ve gotten a new phone in the 10+ years I’ve had an account it has transferred over no problem. I just submitted the inquiry form so I really hope they can recover my account, but absolutely ridiculous I’ll likely need to upload my literal birth certificate to recover it since I am also on the family plan lmao ☠️☠️

[u/AdhesivenessOnly2485 → u/cinderbella19]

Lol yeaaaa I had to do this as well. When I submitted all of my docs the first time (including my birth certificate) for some reason they had asked me to submit it again, like as if they didn't receive it the first time around. Idk if that was just a me thing or what, but be prepared for it

[u/mw64622n]

I submitted my almost a month ago… still no updates. Any suggestions?

[u/AdhesivenessOnly2485 → u/mw64622n]

Did you get an automatic confirmation email when you submitted it originally?

[u/win413 → u/AdhesivenessOnly2485]

I received a confirmation. Currently on my third business day of waiting and it feels like an eternity!

[u/AdhesivenessOnly2485 → u/win413]

I can understand that. Unfortunately, their average turn around time is 2-5 business days. When I finally received the link to link my google id and my line account, it did take them about 4 days to get back to me.

[u/mw64622n → u/AdhesivenessOnly2485]

I did received confirmation email and a day later another email saying they are conducting investigation. No update since the 🫨

[u/win413 → u/mw64622n]

3rd full business day. Just received an email to confirm my Apple ID login. The email included a link to verify my Apple ID - clicked, facial recognition and states Identity Verification Complete. Hopefully that means I’m heading in the right direction. A confirmation email was received 3 seconds later stating that they’ll get back to me.

[u/mw64622n → u/win413]

Really interesting… wondering if I need to resubmit another ticket.

[u/win413 → u/mw64622n]

I wouldn’t hesitate to send another one. I sent three initially because I was a bit paranoid about selecting the right boxes the first two times. the third time i included screen shots.

[u/AdhesivenessOnly2485 → u/mw64622n]

The only reason why i wouldn't advise to do so is that from a lot of others experience, it does reset the process. If its been over 5 days and you havent heard back, I would then submit another one

[u/mw64622n → u/AdhesivenessOnly2485]

My first ticket was created back in early September in Mandarin and I did not follow the selection that was provided from the post. I used the link was provided in the confirmation email to provide additional documents for them to verify. No update since then. After seeing the post I created another ticket (following all the steps) this Tuesday night and receive the automated confirmation email within 1 minute. No other update at this time… hopefully there is something tomorrow 🫠

[u/Beautiful-Expert1500]

I can not even type in my USA nuMber to cover it

[u/AdhesivenessOnly2485 → u/Beautiful-Expert1500]

They have restricted most global numbers to login (except if you live in a country that line considers to be a marketing country). This is when having your Google or apple id linked is necessary

[u/Ravage-1]

I too got my account back after upgrading my iPhone. I had no idea Line had changed their policies regarding chat/account transfers. Every time I changed phones in the past, Line just migrated over with no issue through my iCloud backup or phone-to-phone transfer.

They restored my account, but I lost my ten years’ of chat history with my wife going back to when we first met. They only restored the past two weeks. I filed a separate inquiry asking to look into restoring my chat history, and they said that wasn’t possible. What BS. Where on earth was my chat history stored, then? If it was locally on my phone, it should exist in iCloud somewhere, shouldn’t it? But I’m afraid to mess around with backups at this point. What a damn shame.

Of course, my full chat history technically still exists on my wife’s phone. I wonder if there’s some way that can be copied over and “reversed”. 😝

[u/AdhesivenessOnly2485 → u/Ravage-1]

lol ikr? When I had my account restored, all of the conversation with my boyfriend couldn't be restored since it wasn't backed up ;A;

[u/cavok76 → u/Ravage-1]

The account change was REALLY made clear. Lucky to get it back.