LINE Official Account Suspended? 2026 Guide to the Prohibited Activities, Contact Routes and Prevention

First, tell them apart: suspended, blocked or downgraded

Take a breath. Messages not going out, or customers saying they received nothing, does not necessarily mean your LINE Official Account (LINE OA, the business side of the LINE messaging app) has been suspended. The other cases are more common.

People who search "LINE Official Account blocked" usually mean one of two things: suspended by LINE, or blocked by customers. The second is not a penalty. That customer simply does not want your messages any more. The block count is visible in the Analysis section of the admin; How to get LINE Official Account friends shows where.

The payment-⁠failure downgrade is also often mistaken for a suspension. LINE's explanation says the usual causes are unpaid add-⁠on message or friend-⁠ad fees, or a failed authorisation on the registered credit card. The fix is to go to Billing (帳務專區) under Settings, re-⁠pay the items marked as errors in the payment history (付款紀錄), and then buy the Medium or High plan again by hand. The full story is in LINE Official Account pricing 2026.

Decision flowchart

What LINE's official terms say about restriction and suspension

Four layers of documents apply to a LINE Official Account: individual service terms, the LINE Official Account Guidelines, the LINE Official Account Terms of Use, and the LY Corporation Common Terms of Use. Where they conflict, they take priority in that order. The Guidelines page shows a revision date of October 1, 2026, so even if you read them years ago they are worth another look.

Terms of Use, Article 17: when use can be restricted

The article says that even after you have started using the service, LINE may restrict your use, for example by disallowing or suspending it, if it considers that the customer:

• Sells products or services highly likely to be used for crime.
• Engages in or encourages illegal or criminal acts.
• Illegally or improperly trades or brokers other people's personal data, registration details or usage history.
• Acts against the law or public order and morals, or is highly likely to.
• Has been found to commit the prohibited acts listed in the terms.
• Is unsuitable in LINE's view, for example likely to disadvantage users, harm LINE's reputation or drag LINE into disputes.

The same article carries one important sentence: these are only examples, and even if a customer asks about the specific criteria or the restriction, LINE has no obligation to answer.

Guidelines: three penalties, no prior notice

The penalties section of the Guidelines says that, whatever the account type, if LINE determines that content sent from the account or the account settings are inappropriate, or that the prohibited-⁠content rules or operating precautions have been violated, it may impose any or all of the following without prior notice: deletion of the problematic content, suspension of the service, annulment of the service contract. The Guidelines also state that LINE is not required to give reasons for any penalty.

They add that, as a rule, there is no pre-⁠posting check, but LINE monitors all transmissions in real time. Transmissions that breach the precautions may be deleted and the account suspended.

It follows the admins personally

Article 10 of the Terms of Use says that when a customer violates the law or the terms and infringes a third party's rights or causes damage, LINE may restrict or prohibit that account's administrators and operators from continuing to run any other existing Official Account, and may refuse their future applications for new accounts without notice or reason. In other words, the problem follows the people, not the account.

LINE Official Account prohibited activities: the ones shops trip over

Article 18 of the Terms of Use lists twenty-⁠two prohibited acts. Illegality, infringement, pornography and violence need no explanation. Here are the ones shops most often step on without realising.

Many people do not know about the second-⁠to-⁠last row. The wording is that, without LINE's consent, you may not make sharing a promotional message, sharing homepage content, sharing to join an Official Account, or commenting on an Official Account's homepage an incentive or condition for gifts, prizes or discounts. Check this before a campaign; for campaign design see LINE coupons and reward cards.

The operating precautions in the Guidelines add a few rules about links: do not post links that cannot be viewed or operated on smartphones; the linked page must relate directly to the message; links to pages not under your practical control are prohibited. For commercial accounts, advertisements must clearly display the advertiser's name.

Personal data is in the terms too. Article 8 says a customer may collect and use user information only as far as needed to operate the account, and may not give it to a third party without LINE's prior written consent. When information you provide to LINE contains personal data, you must first obtain the data subject's consent.

Which industries cannot use a LINE Official Account

The Guidelines list industries and products that "may not use the Service", note that the list is only illustrative, and say LINE may still decline cases not listed. LINE may reject the account opening, suspend the account or nullify the contract.

The table is a summary; read the Guidelines for the full wording. Two categories deserve attention. Under medical, beyond medicines, the Guidelines also say a physician may not treat, prescribe or issue a diagnosis certificate without examining the patient in person or conducting a lawful telemedicine consultation, so neither a clinic's AI nor its human agents should diagnose in chat; see AI customer service for clinics. Alcohol is not banned outright. The violations the Guidelines name are failing to carry the warning on a continuous, separate ten percent of the ad area, or warning text that takes up less than half of the warning's background area.

The contact routes LINE names

These are the routes we could find on LINE's official pages today.

Three things have to be said honestly.

First, we did not find a dedicated appeal form for Official Account suspensions, or an account-⁠status page, on the official pages. The entry point LINE names is the support centre form, so describe the situation clearly there.

Second, LINE does not publish how long handling takes. Anyone who tells you it will be restored within a certain number of days is not quoting LINE.

Third, the terms already state that LINE has no obligation to explain its reasons. You can ask, but be prepared not to get a specific answer.

If the admin's own LINE account has been suspended

The Official Account admin can be logged in to with a LINE account or a business account. For personal accounts, the LINE Help Center says: common reasons for suspension include fraud, illegal acts, impersonation, and persistent, malicious spamming or harassment; a temporary suspension lifts automatically after a certain time, a permanent one does not; and for security reasons LINE does not disclose the detailed criteria, the reasons or when it will lift. You may write in if you doubt the result, but the support centre does not guarantee that an individual suspension will be lifted. This is also why you should never have only one admin.

What to prepare before you contact LINE

LINE does not publish a list of documents for a suspension inquiry. Below is what we suggest gathering first; the fields the form actually asks for are whatever you see on screen.

• The Official Account's name and ID.
• The account you log in to the admin with, and your role on this Official Account.
• When you noticed the problem and the last thing done before that, such as a broadcast, a name change or a campaign.
• Screenshots of any error message or notice.
• Recent message content and links. Check them against the terms yourself first, so you know which clause might be involved.
• For a verified account, the company or business documents used in the original verification.
• The payment history in Billing, to rule out a payment problem.

Stick to facts in the form: which account, when, what happened, what you have already checked. Emotional wording does not help.

What not to do

• Do not rush to open a new account and carry on the same way. The terms say LINE may restrict administrators and operators from running other Official Accounts and refuse later applications.
• Do not pay an "unlocking" service. The official routes are only the ones above, and these services usually start by asking for your login details.
• Do not buy someone else's account as a replacement. Transferring, lending and sharing accounts are themselves prohibited.
• Do not delete the account yourself to start over. The Help Center says all account information is deleted 30 days after deletion, and friends cannot be moved to a new account.
• Do not bombard support with the same message. The common terms also list unreasonable repeated inquiries as a prohibited act.
• Do not publicly accuse customers of reporting you before you know what happened. Write the facts down first.

Keeping customer service running while you wait

Whether the account comes back is out of your hands. Whether customers can find you is not.

A notice can be this short. Customer-⁠facing text stays in Chinese; the gloss follows.

【聯絡方式暫時調整】
我們的 LINE 官方帳號目前無法正常回覆，正在向 LINE 確認中。
這段期間請改用 Instagram 私訊、官網表單或來電聯絡我們，
已成立的訂單與預約不受影響，我們會主動通知進度。
請不要加入任何自稱是我們的新 LINE 帳號，除非是從官網連過去的。

In English: "Contact details temporarily changed. Our LINE Official Account cannot reply normally at the moment and we are checking with LINE. Please reach us by Instagram DM, the website form or phone in the meantime. Confirmed orders and bookings are not affected and we will update you. Please do not add any new LINE account claiming to be us unless you reached it from our website."

The last sentence matters. When a brand's account is in trouble, that is exactly when someone opens a fake one and asks your customers for money. The approach is almost identical when Meta is the problem; compare Instagram account disabled: what to do.

Prevention checklist

Nothing guarantees a suspended account comes back. Prevention is the part you actually control.

□ Your industry and products are not on the Guidelines' prohibited list
□ The account name is your real company, business or service name
□ Every broadcast relates to the business you registered
□ You do not advertise for other brands
□ Links go to pages you control and that work on a phone
□ Prize draws do not require sharing or commenting on the homepage
□ LINE stickers and themes are not used as prizes
□ Consent was obtained before uploading lists or phone numbers
□ Friends added you themselves; no bought accounts or bought friends
□ Broadcast frequency is restrained; important messages are segmented
□ The owner is an admin, with one more deputy admin
□ People who left or whose contract ended have lost access
□ A secondary payment method is set in Billing
□ Your customer list has at least one backup contact channel

On buying friends: no clause uses those words. But transferring or lending an account is prohibited, and services that trade social accounts, followers and likes are listed as an industry that may not use Official Accounts. Rules aside, bought friends do not buy anything, yet every broadcast still counts them toward your message quota.

On roles: LINE's tutorial divides admin members into four roles, says only the administrator can add or remove members and change the payment method, and recommends giving the administrator role to a few core people and withdrawing access as soon as someone leaves. Setup is covered in Running a LINE Official Account in 2026.

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