Troubleshooting LINE connection and message delivery
If a LINE account won't connect, or messages stop arriving, the problem is almost always one of a few LINE-console settings or an expired credential. This article covers what each status means and how to fix it.
"Not receiving" - the account is connected but messages aren't arriving
When an account is connected but new messages aren't reaching the Inbox, it shows a Not receiving status. This means the message-delivery check didn't pass, so LINE isn't delivering to this inbox yet.
To fix it:
1. Confirm these three settings in your LINE Developers Console:
To fix it:
1. Confirm these three settings in your LINE Developers Console:
- Webhooks enabled
- Chat turned off (response mode set to Bot)
- Auto-reply turned off
2. Then reconnect the account from its row actions — delivery is re-checked when you reconnect.
Message-delivery statuses
The Message delivery check can show:
A disconnected account with a reasonIf an account disconnects, tawk.to shows why:
- Verified: LINE will deliver incoming messages to this inbox.
- Not verified: the last check failed; incoming messages won't arrive until it passes.
- Not checked yet: the check hasn't run for this inbox.
A disconnected account with a reasonIf an account disconnects, tawk.to shows why:
- Access token expired: the channel access token for this account has expired. Reconnect and re-enter your Channel secret to restore access. See Disconnecting and reconnecting a LINE Official Account.
- Access revoked: access is no longer valid, often because the Channel secret was rotated in the LINE Developers Console. Reconnect and re-enter your Channel secret.
- Couldn't reach LINE: tawk.to couldn't reach LINE for this account. This is usually temporary: try reconnecting in a moment.
Additional considerations
- Keep your console settings in place- The most common cause of "Not receiving" is a LINE-console setting changing after setup: Webhooks turned off, or Chat or Auto-reply turned back on. Re-check those first.
- A reply that doesn't seem to arrive isn't always a fault- If the customer messaged you without adding your Official Account, you only have 7 days to reply, after which LINE silently stops delivering. That's the reply window, not a connection problem. See Messaging customers on LINE.
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