Issues with backing up or restoring your chat history

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There may be cases where you see an error while backing up your chat history, or your chats and images are not restored correctly.

Please see the following section based on your situation.

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

Before backing up your chat history, be sure to check the following settings.

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

(Android users) 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 the error message about it as a notification or in Settings.

In that case, make sure you have enough free space on your device and Google Drive, then try to back up your chat history again.
Note: You will not receive a notification if an auto-backup fails for another reason.

Solutions to try if the issue persists

If the issue persists after you've configured the above settings, try the following solutions.

  • Try backing up your chat history multiple times.
  • Update your operating system (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.

If you can't back up your data with Standard Backup

Set a backup PIN

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.

Use Premium Backup

You can back up and restore photos, videos, files, and voice messages shared in chats, regardless of the OS you're using.
Note: Premium Backup is only available to LYP Premium (Japan)/LINE Premium (Taiwan and Thailand) members.

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.

If you transferred your LINE account and restored your chat history from a backup, the photos/videos will be shown as image icon or circle icon with a line through it.

If you have photos or videos you wish to save, please save them to your device before transferring your account.

You can restore photos, videos, files, and voice messages with Premium Backup.
Note: Premium Backup is only available to LYP Premium (Japan)/LINE Premium (Taiwan and Thailand) members.

I can only restore some of my chat history

The chat history contents that can be transferred differ depending on the account transfer method, chat history backup method, and the OS you are transferring to.

Backup/account transfer method Transferring messages with the same OS Transferring messages to a different OS Transferring photos and files
Premium Backup (LYP Premium/LINE Premium members) Transferable Transferable Transferable
Standard Backup Transferable Non transferable Non transferable
Backup PIN Only data from the last 14 days Only data from the last 14 days Only data from the last 14 days
Easy transfer QR code Only data from the last 14 days Only data from the last 14 days Only data from the last 14 days

If your chat history wasn't restored despite backing it up with Standard Backup, it may be because of the following reasons.

  • You backed up or restored your chat history in an area with a weak network connection.
  • An issue occurred with iOS or iCloud.
  • An issue occurred when you backed up your chats to iCloud, and only some of your chat history was backed up.
  • You are signed in to iCloud with an Apple ID that is different from the one used to back up your chat history.