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Track your physical card from production through delivery and use the available support actions when a shipment has a problem.

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Card and delivery stages

The management page can show these milestones:
  1. Application Approved
  2. Card in Production
  3. Ready for Shipment
  4. Shipped
  5. Delivered
These milestones describe card fulfillment, not the full identity-review process. Use Application status and corrections for application states.

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Confirm or update the shipping address

Review the recipient name, street address, city, region, postal code, country, phone number, and any required delivery details. If the card has not shipped and the product offers an edit action, update the address there. Once the shipment has been dispatched, the address may no longer be editable. Updating a default or future shipping address does not reroute a shipment already in transit.

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Choose the right shipping action

The Terms of Service include the Shipping Terms. Use the following guide to identify the appropriate contact and next step; it does not guarantee rerouting or replacement. For Delivered but not received and Other issues, the current Report a delivery issue flow opens Support chat. Selecting either issue does not submit a replacement request. Preserve the carrier evidence and explain the issue in the chat.

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Track the package

When carrier information becomes available, open the tracking action from the ID management page. Carrier scans can take time to appear after the card is marked as shipped. Use Delivery History when it is available to compare earlier shipment or replacement records with the current card. If RNS.ID and carrier records conflict, preserve both and ask support to review the shipment rather than assuming one display is final. For delivery problems:
  • verify the latest carrier event and delivery location;
  • confirm that the shipping address in the order is correct;
  • use Report a delivery issue when available;
  • do not confirm receipt until the card is in your possession.

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Customs holds, loss, and costs

Under the Shipping Terms, RNS bears the cost of reprinting and reshipping when a package is held in customs for an extended period. The existing ISS and EXP details specified in those terms remain unchanged. Contact support with the tracking history so the applicable handling can be reviewed; this guide does not set a fixed number of days that qualifies as an extended hold. Loss and other delivery failures have different rules. The Shipping Terms list cases where RNS does not cover reprinting, handling, or shipping costs, including:
  • carrier-confirmed shipment that has not been received, or loss caused by the carrier; contact the carrier directly;
  • damage caused by the member;
  • incorrect shipping details, an unavailable recipient, or an address change the carrier cannot accommodate; and
  • a returned package because the recipient could not be reached or did not collect it in time.
Do not assume that every delay or missing package qualifies for a free replacement. RNS.ID Support can review a reported loss under the applicable service policies; contacting support does not guarantee a particular remedy.

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Confirm receipt

After the card arrives, use the confirmation action shown in the product. This records delivery and can complete the card-shipping stage. To identify the design you received, check the Rev. marking on the back and compare it with Card designs. An otherwise valid Rev. 2023-B card does not need replacement solely because Rev. 2026-A exists.

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Report an issue or request a replacement

Opening Support chat or reporting a delivery issue does not by itself create a replacement request. A replacement begins only when the product opens its separate confirmation flow and you review and confirm the reason, current shipping details, displayed price, and payment step. Eligibility and cost depend on the current case and offer displayed in the product. If the address can no longer be changed or the package is returned, contact support with your ID or order number and carrier tracking details. Where offered, Expedited Service can apply to processing and the shipping method described in the current offer. It does not change a shipment that has already been dispatched.