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Some applications require a video verification call before identity activation or card production can continue.

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When a video call is required

Your dashboard may place the application on hold and show Awaiting Video Call. The video-verification panel can then show one of these stages:
  • an appointment still needs to be scheduled;
  • an appointment is scheduled;
  • the result is being reviewed; or
  • a new appointment must be scheduled.
While verification is outstanding, RNS.ID may temporarily disable another Palau ID purchase or renewal. Complete the displayed action on the existing application first.

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Schedule the appointment

  1. Open the affected Palau ID from your dashboard.
  2. Select the video-verification action.
  3. Choose an available appointment and confirm it.
  4. Use the exact email address registered to your RNS.ID account when booking.
  5. Check that email address for the meeting details.
  6. Return to the dashboard to make sure the appointment is shown as scheduled.
The dashboard may take up to 30 minutes to reflect the appointment. Allow time for the status to update before booking another appointment.

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Prepare for the call

  • Join from a quiet, well-lit location with a reliable connection.
  • Use a device with a working camera and microphone.
  • Have the original identity document used in your application available.
  • Make sure your face and document can be shown clearly.
  • Join at the scheduled time and follow the verifier’s instructions.
Never share your RNS.ID password, authenticator code, wallet recovery phrase, or private key during a video call. Identity verification does not require those secrets.

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Reschedule or resolve a missed call

If the product shows that the appointment must be rescheduled, use the available reschedule action. If no action appears, the meeting link does not work, or the status does not update after the review, contact RNS.ID Support with your application ID and appointment time. After a completed call, the result may remain under review. Monitor your dashboard and email for the next application, production, or correction action.