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LINE Official Account suffers four-hour outage, frustrating businesses

From Liberty Times · () Chinese

Translated from Chinese, summarized and contextualized by DistantNews.

At a glance

News Named sources Outcome reported
  • LINE's official account service experienced a major outage starting around 4 p.m. on July 28, preventing many businesses from replying to customer messages.
  • The service disruption lasted nearly four hours, with functionality gradually returning around 8:20 p.m.
  • LINE confirmed the instability, apologized for the inconvenience, and stated they were working to fix the issue, which affected account management pages and chat functions.

Businesses using LINE's official accounts faced significant disruption on July 28 when the service experienced a widespread outage. The problem began around 4 p.m. and lasted for nearly four hours, leaving many merchants unable to respond to customer inquiries. The outage caused considerable frustration, with numerous businesses taking to social media platforms like Threads to voice their complaints.

LINE Official Account has a major malfunction, it's been over 2 hours, the chat button won't open, and I absolutely cannot reply to customers.

— Business ownerComplaining about the LINE Official Account outage on Threads.

Users reported that the chat function was inaccessible, with some describing blank screens when attempting to open messages. This inability to communicate effectively led to concerns about customer service and potential loss of business. Many questioned whether LINE would offer compensation for the losses incurred due to the prolonged downtime. The service was only gradually restored around 8:20 p.m., according to user reports.

LINE Official Account has a major malfunction, it's been over 2 hours, the chat button won't open, and I absolutely cannot reply to customers.

— Business ownerComplaining about the LINE Official Account outage on Threads.

LINE officially acknowledged the service instability, issuing a statement confirming that the "LINE Official Account overall service experienced instability" starting at approximately 4:35 p.m. The company stated that some functions and management pages might have encountered connection failures. As a result, billing and chat functions were temporarily placed in maintenance mode while engineers worked to resolve the issue. LINE extended its apologies for the inconvenience caused during the disruption.

LINE Official Account has a major malfunction, it's been over 2 hours, the chat button won't open, and I absolutely cannot reply to customers.

— Business ownerComplaining about the LINE Official Account outage on Threads.

The incident highlights the critical reliance many businesses place on communication platforms like LINE Official Account for customer engagement and sales. The four-hour outage underscores the potential impact of such technical failures on daily operations and revenue, prompting discussions about service reliability and accountability.

LINE Official Account has a major malfunction, it's been over 2 hours, the chat button won't open, and I absolutely cannot reply to customers.

— Business ownerComplaining about the LINE Official Account outage on Threads.
DistantNews Editorial

Originally published by Liberty Times in Chinese. Translated, summarized, and contextualized by our editorial team with added local perspective. Read our editorial standards.

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