Frequently asked questions about using the LINE channel with Alibaba Cloud Chat App messaging service, covering LINE Official Account management, plans and billing, Chat Pro, and troubleshooting.
Region availability and restrictions
LINE features and services have region-specific restrictions. Review the following table to confirm availability in your region.
|
Feature or service |
Restriction |
Affected regions |
|
LINE Official Account |
Not available |
EU countries |
|
Verified account application |
Only available in select regions |
Japan, Taiwan (China), Thailand |
|
Paid plans and Chat Pro |
Not available |
Indonesia, Singapore, United States, EU |
LINE Official Account basics
What is a LINE Official Account
LINE Official Account lets you create an official business presence within the LINE app. Businesses of all sizes, from large enterprises to individual shops, can set up their own LINE account. Japan alone has over three million official accounts across industries.
You can send targeted messages to specific users or user segments, helping you build stronger communication channels with your customers.
LINE Official Account is not available to users in EU countries.
How to create a LINE Official Account
Follow these steps to create a LINE Official Account:
-
Register a Business ID: Go to the LINE Business ID registration page and register a Business ID using your personal LINE account or email address. A Business ID is the unified account system for managing LINE Official Accounts.
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Complete the application form: After registration, you are redirected to the LINE Official Account application form. Fill in the account name, industry type, and contact information, then submit to create your account.
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Verify your account: Go to LINE Official Account Manager and log in to view your newly created account in the account list.
After creation, you can manage plans, send messages, and view analytics in LINE Official Account Manager.
For more information, see About LINE Official Accounts.
How to verify a LINE Official Account
LINE Official Accounts come in two types: Unverified Account and Verified Account. New accounts are unverified by default and require LINE review to obtain verified status.
Benefits of a verified account:
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A green shield badge appears next to your account name, increasing user trust.
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Verified accounts rank higher in LINE search results.
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You can use a public URL so users can add your account through a link.
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Certain advanced API features (such as retrieving group member information) are only available to verified accounts.
Verification applications are currently only accepted in Japan, Taiwan (China), and Thailand.
Step 1: Prepare for the application
1. Ensure your account name meets naming requirements
The verified account name must match your company name, store name, brand name, or online platform name. Special characters and purely descriptive slogans are not allowed. Name changes in LINE Official Account Manager require a 7-day waiting period before another change.
2. About Premium ID
Accounts that purchased a Premium ID before April 20, 2026 can proceed with verification normally. New accounts created after this date cannot complete verification at this time.
3. Prepare required documents
Verification requires business compliance documents. Common requirements include:
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Business registration certificate (company registration, tax registration, etc.).
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Applicant identification (employee ID, employment certificate, or business card).
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Company website URL and description.
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Store photos (if applicable).
Required documents vary by industry. Check the LINE OA Verification platform for specific requirements.
Step 2: Submit the verification application
Method 1: Through LINE Official Account Manager
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Log in to LINE Official Account Manager.
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Go to the settings page of the target account.
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Find the verification application entry and click Apply for Verification.
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Fill in the application information and upload the required documents.
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Review the information and submit the application.
Method 2: Through the LINE OA Verification (OAV) platform
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Go to the LINE OA Verification platform.
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Find the account to verify and click Apply.
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Upload the required documents and submit.
Verification applications are not supported in the LINE Official Account mobile app. Use a desktop web browser.
Step 3: Wait for the review result
After submission, the LINE review team examines your materials. The review typically takes about 10 business days. You are notified of the result through:
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An email notification to your registered email address.
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A review result message from the LINE verification official account.
For questions, contact the review team through the LINE OA Verification inquiry form.
What to do when your LINE Official Account has issues
If your LINE account has issues, contact LINE through their official support form. For details, see the LINE support documentation.
Plans and billing
For more information about LINE billing, see the LINE billing documentation.
How to purchase a LINE plan
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Log in to LINE Official Account Manager.
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In the account list, click the account you want to configure.
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Go to Settings > Billing > Plans.
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Find the target plan and click Upgrade.
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Read and agree to the terms, then click Purchase.
Before purchasing, register a payment method in LINE Official Account Manager. Go to Settings > Billing > Payment Method and add a credit card or other supported payment method.
Plan quotas and pricing vary by country or region. Refer to the LINE official page for details. Paid plans and Chat Pro are not available in Indonesia, Singapore, or the United States.
What plans are available and what are the message quotas
LINE Official Account offers the following plans (quotas and pricing may vary by country or region; refer to LINE Official Account Manager for the latest information):
|
Plan |
Monthly fee |
Free message quota |
Additional messages |
|
Free |
Free |
500 messages/month |
Not supported |
|
Light |
USD 50 |
10,000 messages/month |
Not supported |
|
Standard |
USD 150 |
40,000 messages/month |
Supported, pay per message (USD 0.05/message) |
You can upgrade or downgrade your plan at any time in LINE Official Account Manager. Upgrades take effect immediately. Downgrades take effect the following month.
How are messages counted
LINE counts messages based on the number of recipients, not the number of message objects.
Message types that count toward your quota:
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Unicast: Messages sent to a single user or group.
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Multicast: Messages sent to multiple users or groups in batch.
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Broadcast: Messages sent to all friends.
Message types that do not count toward your quota:
-
Reply messages: Messages sent using a reply token do not count. Chat App messaging service automatically checks for available free reply tokens before each send. Reply tokens are guaranteed valid for 1 minute after a user sends a message (actual validity is slightly longer but expires after 20 minutes at most). If a valid reply token is available, it is used; otherwise, the message falls back to unicast, which counts toward your quota. Actual billing is determined by changes in your LINE plan balance.
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Greeting messages sent when users add your account as a friend.
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One-on-one manual chat messages (only those sent through the LINE Official Account Manager chat room; messages sent through the Messaging API by Chat App messaging service do not qualify).
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Auto-reply messages configured in LINE Official Account Manager > Home > Auto-reply messages, used for after-hours replies.
Example: If you send one message to a group with 500 members, the message count is 500.
Messages not counted:
-
Messages sent to users who have blocked your account.
-
Messages sent to non-existent User IDs.
How are group messages billed
Group messages follow the same billing rules as user messages, calculated based on the actual number of recipients:
-
Sending 1 message to a group of 200 members consumes 200 messages from your quota.
-
Sending 1 message to each of 3 groups (100, 200, and 300 members) consumes 600 messages (calculated separately per group).
If a group member has blocked your LINE Official Account or their account no longer exists, that member is not counted.
This is LINE's official policy. Chat App messaging service only sends and receives messages on your behalf.
What happens when the quota is exhausted
When your monthly quota is exhausted, LINE returns an error response for any further send attempts and the messages are not delivered. You can:
-
Upgrade to a higher plan to increase your monthly quota.
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Set an additional message limit under the Standard Plan to continue sending (pay per message).
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Wait for the quota to reset on the 1st of the next month.
How to conserve your message quota
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Target messages precisely: Verify that target User IDs are valid and users have not blocked your account before sending.
-
Use broadcast sparingly: Broadcast messages reach all friends and consume significant quota. Reserve them for important announcements.
-
Check remaining quota before sending: View your plan usage on the LINE channel Complete page in the Chat App console, and confirm the remaining balance before large-scale sends at the end of the month.
-
Set an additional message limit (Standard Plan only): Configure a reasonable additional message limit in LINE Official Account Manager to avoid unexpected costs.
Chat Pro
What is LINE Chat Pro
LINE Chat Pro is a paid add-on launched in March 2025 for enterprise users who need advanced customer management features. Compared to basic chat, Chat Pro offers:
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Extended chat history retention: Chat history is preserved for up to 5 years (the free plan retains only 6 months).
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Chat label management: Create more labels to categorize and manage customer conversations.
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Note feature: Add notes to conversations to capture customer information.
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Additional business management features: New features are added regularly for enterprise scenarios.
-
Chat Pro does not affect your message sending quota. You still need to select a separate messaging plan.
-
Chat Pro is not available in the EU, Indonesia, Singapore, or the United States.
How to purchase LINE Chat Pro
-
Log in to LINE Official Account Manager.
-
In the account list, click the account you want to configure.
-
Go to Settings > Billing > Chat Pro.
-
Click Purchase.
-
Read and agree to the terms, then click Purchase.
Mid-month purchases are charged at full price (not prorated). After cancellation, you can continue using Chat Pro until the end of the current month. Labels and notes created before cancellation are preserved.
Other FAQ
API returns success but the user does not receive the message
In the following cases, the message sending API returns HTTP 200 (success) but the user does not receive the message:
-
The user has deleted their LINE account.
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The user has blocked your LINE Official Account.
-
The user has not added your LINE Official Account as a friend.
-
The User ID does not exist under the current channel (for example, the ID belongs to a channel under a different provider).
If messages show as sent but are not received, verify these conditions and guide users to re-add your account or check their account status.
You can only send messages to users who have added your account as a friend or groups that contain such users, using their User ID or Group ID. The only exception is when a LINE user who has not added your account sends a message to your account first, in which case you can reply within 7 days.
How to check your monthly message quota usage
Method 1: Chat App console
In the Chat App messaging service console, go to the LINE channel Complete page to view real-time Monthly quota, Used this month, and Remaining. This data is synced through the LINE official API, not calculated by Chat App messaging service.
Method 2: LINE Official Account Manager
Log in to LINE Official Account Manager and go to the Analytics page for your account to view monthly message sending statistics.
What to do when Webhook verification fails
Webhook verification failures are typically caused by one of the following:
-
Use webhook toggle is off: In the LINE Developers Console, confirm that the Use webhook toggle under the Messaging API tab is enabled.
-
Network connectivity issues: The webhook endpoint must be reachable by LINE's HTTPS requests. Verify that your server has network access.
-
Response timeout: LINE requires your webhook service to return an HTTP 200 response within 3 seconds. Longer responses cause verification to fail.
After resolving these issues, refresh the page in the Chat App console and retry verification.
How quota is calculated after a plan upgrade
Plan upgrades take effect immediately. Your monthly free message quota updates to match the new plan while the number of messages already used remains unchanged. Remaining quota = new plan total quota - messages used.
For example, if you have used 300 messages this month and upgrade from the Free plan (500 messages) to the Light plan (10,000 messages), your remaining quota after upgrade is 9,700 messages.
Billing cycle for LINE plans
-
Monthly fee: Charged at the beginning of each month, deducted from your registered payment method.
-
Additional message charges (Standard Plan only): Calculated at the end of each month based on additional messages used, and charged around the 10th of the following month. Additional message charges are billed separately from the monthly fee.
Actual billing is subject to LINE's official records.