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Find canonical answers to common account, security, order, payment, balance, and subscription questions.

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Access and security

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How can I sign in?

RNS.ID supports email password, email verification code, Google, Apple, and supported wallet sign-in paths. Available options can depend on how the account was created and connected.

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What if I forgot my password?

Use Reset your password with the verified account email. RNS.ID does not use a wallet seed phrase for password recovery.

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How do I change or set a password while signed in?

Open Settings → Account and select Change Password under Security. If a password is already set, enter the current password, the new password, and its confirmation. If Password is marked as not set, enter and confirm a new password; no current password is requested. The password must meet the password requirements and cannot be the same as the existing password. Routine Change Password does not guarantee that other signed-in browsers or devices are logged out. If you suspect unauthorized access, use Reset your password to end existing signed-in sessions and contact Support.

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How do I change my account email?

Open Settings → Account, select Change next to Email, and verify both the current email and the new email. The new email must differ from the current email and must not already be connected to another RNS.ID account. See Change your account email.

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Why does Apple sign-in require another email?

If Apple supplies a Private Relay address, RNS.ID requires a non-relay email that can receive account and product messages. New users add it during registration; existing relay users replace their RNS.ID account email before sign-in continues. An email already used by another RNS.ID account cannot be merged or moved through this flow. See Apple Hide My Email and RNS.ID.

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How do I enable 2FA?

Scan the settings QR code with an authenticator app, then enter both the six-digit email code and the current six-digit authenticator code. Confirm that RNS.ID reports 2FA as enabled. See Security and 2FA.

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Why is my 2FA sign-in locked?

Five consecutive failed authenticator codes lock 2FA sign-in for 15 minutes and cause RNS.ID to send a security-alert email. Stop retrying, synchronize the authenticator device’s date and time, and wait for the lock to end. If you did not cause the attempts, use password reset to end existing signed-in sessions and contact Support. See 2FA sign-in lock recovery.

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Does removing a connected wallet remove its assets?

No. It removes the RNS.ID account connection. On-chain assets remain at the blockchain address unless separately transferred or burned.

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Payments and orders

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Which payment methods are supported?

Check the methods currently offered in your checkout. Depending on the product, it can offer card, crypto, or RNS Balance. If the displayed options conflict with a notice or an earlier payment attempt, ask support before submitting another payment.

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Why is my crypto transaction successful but the order unpaid?

A blockchain transaction does not pay an RNS.ID order unless it is matched through the payment flow opened for that order. Do not manually transfer funds to a contract address. Check Orders and follow Pay with crypto. RNS.ID does not guarantee that a manual transfer can be matched or recovered.

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In what order are automatic-renewal methods charged?

RNS.ID considers eligible methods in priority order. It may move to another method if the current method cannot be used during the initial renewal attempt. A payment that later remains processing or fails does not guarantee that another method was tried.

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Why is an order still Processing?

The provider or blockchain result may not be final. Refresh the order before paying again. Contact support if it remains unchanged unexpectedly.

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Why did Resume Order disappear?

Unpaid and Payment Failed orders automatically become Closed after a server-configured recovery window. The Orders page does not currently show a countdown, and the window can change. Resume promptly while the action is present, but first confirm that no payment is still processing. A closed order cannot use its normal checkout again. See Order recovery window.

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Does Paid mean my application is approved or my service is active?

No. It means the order payment was recorded successfully. Application approval, ID issuance, and third-party service activation have separate requirements and statuses. See Orders and payment status.

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Does deleting a saved card cancel my subscription?

No. Manage automatic renewal in Subscriptions and make sure another eligible method exists before the next charge. Automatic top-up is separate; cancel and recreate it when replacing the card bound to its configuration.

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Balance and subscriptions

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When does automatic top-up run?

Where available, it can charge the saved card used by the automatic top-up configuration and add the configured amount when RNS Balance becomes lower than the chosen threshold. Saving a threshold above the current balance can cause an immediate attempt.

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Does Payment Priority control automatic top-up?

Only when the automatic top-up configuration is created: RNS.ID binds the eligible saved card that is highest among the saved cards in Payment Priority at that time. Reordering the list later does not change the bound card, and automatic top-up does not move down the list when its charge fails.

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How do I delete or replace the card used for automatic top-up?

Cancel automatic top-up before deleting its saved card. To replace the card, cancel automatic top-up, add the replacement card under Settings → Payment Priority, move it above the other saved cards, delete the old card if desired, and then recreate automatic top-up. Adding or reordering a card does not rebind an existing configuration. See Replace the card used for automatic top-up.

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Can cancelling automatic top-up stop a charge already in progress?

Cancellation stops future eligible top-up attempts after it takes effect, but it does not guarantee that a charge already initiated will be stopped or reversed. Check Orders and Balance records for payments in progress. Subscription automatic renewal is managed separately. See Cancel automatic top-up.

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Can I withdraw or transfer RNS Balance?

The current product does not provide a self-service action to withdraw RNS Balance or transfer it to another account or wallet. Use it only where RNS.ID offers Balance at checkout.

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Is automatic top-up the same as automatic renewal?

No. Automatic top-up funds RNS Balance; automatic renewal pays for a supported subscription. Each has separate settings.

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Can automatic renewal already be active after purchase?

Yes. Buying a subscription-based product can create or update its subscription automatically. Review Subscriptions after purchase rather than assuming you must enable renewal separately. Cancel automatic renewal if you do not want a future charge.

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Why is the next deduction date earlier than my ID’s expiration date?

Palau ID automatic renewal can use checkpoints 60, 45, 30, 15, 5, and 0 days before the final renewal date. Next Deduction Date is the next payment-attempt date, not necessarily the expiration or final renewal date. A failed attempt can move to the next remaining checkpoint. Review the date and cancel before a charge is initiated if you do not want to renew. See Subscriptions and automatic renewal.

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What happens when I disable automatic renewal?

It stops future eligible renewal attempts but does not reverse an existing charge or normally end the current paid term immediately. Disabling a main Palau ID subscription can also disable its add-on renewals. Depending on the subscription history, the action can permanently remove access to the one-year plan and clear an existing protected renewal price. Re-enabling later does not guarantee that the former term or price will return. Check the confirmation, available plans, current price, and Orders before proceeding.

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Why is a subscription suspended?

A failed renewal can be scheduled for a later attempt and does not necessarily suspend the subscription immediately. Suspended can appear after automatic renewal is cancelled or otherwise deactivated, or after an expired subscription is deactivated. Open the subscription and follow the action shown, which may be Activate or Buy Now.

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How do I report a billing problem?

Contact RNS.ID Support with the account email, order number, amount, timestamp, method, and screenshot. Include a public transaction hash for crypto, but never a full card number, password, 2FA code, seed phrase, or private key.