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Contact RNS.ID support for account, application, order, or payment issues and include only the information needed to investigate safely.

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RNS.ID Support

Use the Contact Us live chat in the RNS.ID app for 24/7 support, or email support@rns.id. The live-chat option may appear after you begin interacting with the page. If it is temporarily unavailable, try again later or use email. Use RNS.ID Support for:
  • account access, password, 2FA, or connected-account issues;
  • restricted-location notices and questions about permitted account-record access;
  • Palau ID or Legal DID application and status issues;
  • RNS.ID checkout, order, balance, or subscription records;
  • Legal DID minting records displayed by RNS.ID;
  • one-year Palau ID benefit requests from eligible existing Voyager Pass holders;
  • RNS Points, coupon, other Voyager Pass, or Affiliate dashboard issues;
  • Hilton Grand Vacations offer availability and booking requests;
  • Palau Mailing subscription or status-display issues in RNS.ID; and
  • suspected phishing or impersonation.

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Pacific Mail Hub support

Pacific Mail Hub is the third-party provider that handles Palau Mailing onboarding, assigned addresses, received mail, and forwarding. For those operational issues, use PMH’s instructions or the contact shown in your active Palau Mailing page—currently pacificmailhub@gmail.com for forwarding. See RNS.ID and PMH responsibilities before choosing a contact.

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Information to include

Provide only the details relevant to the case:
  • account email;
  • application, Palau ID, Legal DID, order, subscription, or coupon number;
  • public wallet address, Voyager Pass token number, and checker result for a Voyager Pass benefit request;
  • exact error message and the action that produced it;
  • the exact restricted-location notice, when applicable, without attempting to evade it;
  • date, time, and timezone;
  • browser, operating system, and device type;
  • a screenshot with unnecessary personal data redacted;
  • public blockchain network, token, amount, sender address, destination or contract address, and transaction hash when applicable;
  • carrier and tracking number for a card-shipping issue.
Use a clear subject such as Palau ID correction action unavailable — application [number].

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Do not send

Never send a password, email or authenticator code, authenticator QR code, wallet seed phrase, private key, complete card number, or card security code. Support does not need these secrets.
Do not send full identity documents as ordinary email or chat attachments. If RNS.ID or PMH requests identity evidence, use the verified, approved secure submission channel for that request. Confirm unfamiliar instructions through a trusted support contact before uploading. Redact document numbers in ordinary screenshots.

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Before contacting support

Check Troubleshooting, then refresh the relevant dashboard, order, application, or transaction record. Include what you already tried so the support team can start from the current state.