Issues with backing up or restoring your chat history

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You can only 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 being backed up, even if you contact us about it.
- Chat histories cannot be restored after you delete them.

Useful info

If you transfer your LINE account or change devices to a different OS, you will not be able to restore chat history for more than 14 days ago, even if you backed it up in advanced. However, using Premium Backup allows you to back up chat history older than 14 days.
Note: Premium Backup is only available to LYP Premium (Japan) or LINE Premium (Thailand) members.

Topics covered
- I see an error message when backing up my chat history with Standard Backup or it's stuck loading
- My chats were restored, but the 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 with Standard Backup or it's stuck loading:
If you see an error message about an unknown error when backing up your chat history with Standard Backup 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 turned 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
• Set a backup PIN.
If you're unable to proceed with backing up your chat history to iCloud Drive or Google Drive, you can restore the last 14 days of your chat history (text messages only) by setting up a backup PIN.

• Use Premium Backup.
Note: Premium Backup is only available to LYP Premium (Japan) or LINE Premium (Thailand) members.
You can back up and restore photos, videos, files, and voice messages shared in chats, regardless of the OS you're using (e.g. Android, iOS). For details, see About Premium Backup.

My chats were restored, but the photos and videos weren't:
Photos and videos sent in chats cannot be backed up or restored with Standard Backup.
Note: If you use Premium Backup, you can restore photos, videos, files, and voice messages shared in chats. This feature is only available to LYP Premium (Japan) and LINE Premium (Thailand) members.

If you transferred your LINE account and restored your chat history from a backup, 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 your 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 using Standard Backup, you need to restore it from backup data saved to iCloud Drive or Google Drive.

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, you need to back it up to iCloud Drive or Google Drive from within the LINE app beforehand, and then restore your chat history when transferring your LINE account. However, if you transferred your LINE account to a different OS (such as from Android to iOS or vice versa), you won't be able to restore your chat history using this method.

On iOS, you may be able to restore your chat history by reinstalling the app after transferring your LINE account and then attempting the transfer again. On Android, you can restore your chat history even after transferring your LINE account. For details, see the following Help article.

Restoring backed up chats

Useful info

By using Premium Backup, a benefit for LYP Premium (Japan) and LINE Premium (Thailand) members you can restore all chat history regardless of the OS. Please see About Premium Backup, and try backing up your chat history.