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Start here when an RNS.ID task fails, then follow the product-specific steps or contact the appropriate support provider.

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Sign-in or verification code problems

  1. Confirm that you are using the email and sign-in method connected to the intended account.
  2. Request one new code and use the newest message; older codes may no longer work.
  3. Check spam, promotions, mailbox rules, and available storage.
  4. Enter the code without spaces and before it expires.
  5. For an authenticator code, set the device date and time to automatic.
  6. Try an updated browser without an aggressive script or cookie blocker.
If you forgot the password, use Reset your password. If the product displays a restricted-location notice, password, email-code, Google, Apple, wallet, and 2FA sign-in can all be blocked before authentication completes. Switching sign-in methods does not bypass the restriction. Do not mask or change the connection location to evade it; contact support to ask what assistance or account-record access is permitted. Password-reset authorization uses a 10-minute window tied to the email-verification request, so complete the new-password step promptly after the code is accepted. The new password must meet the password requirements and differ from the current password. A successful reset requires every previously signed-in browser and device to sign in again.

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Authenticator 2FA is locked

Five consecutive failed authenticator codes during sign-in lock 2FA verification for 15 minutes and trigger a security-alert email. Stop entering codes during the lock. Set the authenticator device’s date and time to automatic, confirm that you selected the correct RNS.ID entry, wait for the full lock period, and then enter the newest code. If you did not cause the failed attempts, use Reset your password to end existing signed-in sessions and contact support. Do not rely only on the signed-in Change Password action, and do not approve an unexpected sign-in, code request, wallet signature, or transaction.

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Photo or application upload fails

For a Palau ID portrait, use JPG, JPEG, or PNG no larger than 15 MB. Use a clear, upright portrait with sufficient resolution and a light background. See Photo requirements. For PMH onboarding, prepare the three named files currently requested: a Palau ID image, one Secondary Address ID image, and the signed PS Form 1583 PDF. Images must be JPG, JPEG, or PNG, the form must be PDF, and each file can be up to 10 MB. Use the applicant’s first and last name in each file name and follow the current PMH upload page if its requirements differ. Rename unusually long files, remove special characters, and retry from a stable connection if an otherwise valid file does not upload.

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Identity verification cannot continue

  • Allow camera access and use a well-lit location.
  • Use the original, unexpired document selected in the flow.
  • Make sure all document edges and security details are visible.
  • Complete only the action attached to the existing application.
  • If the application says Need Correction, replace the requested item and resubmit.
  • If it says Awaiting Video Call, schedule or reschedule the required call.
Do not buy another ID or create another account to bypass a pending review.

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Palau Mailing status or correction is unavailable

RNS.ID summarizes several PMH states as In Progress and several meeting states as Meeting Scheduled. Detailed corrections, scheduling, and rescheduling actions come through the PMH application email and external page; the current RNS.ID In Progress view does not provide a continue button. If the Palau Mailing area is blank, the PMH message or link is unavailable, or the summarized status appears incorrect, preserve the subscription record and screenshots. Contact PMH for onboarding actions and RNS.ID Support for a missing subscription or status-display problem. Do not purchase another subscription to bypass the issue.

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Payment or order problem

Open Orders before submitting another payment. A card or blockchain payment can be processing even if the checkout page was closed. Confirm the order status, card record, RNS Balance log, and public transaction hash when applicable. Unpaid and Payment Failed orders can automatically become Closed after a server-configured recovery window. The Orders page does not currently display a countdown. If no payment is processing, resume promptly while Resume Order is present. If the order closes, recheck the product, amount, term, add-ons, coupons, Points, and payment records before starting another checkout. See Order recovery window. For an automatic renewal, also check payment priority and the subscription’s next action.

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Crypto was sent outside the checkout flow

A blockchain transaction can succeed without paying the RNS.ID order when cryptocurrency was sent manually to a contract address or with details that were not created by the active payment flow for the current order.
  1. Preserve the public transaction hash.
  2. Record the order number and its current RNS.ID status.
  3. Do not assume that the wallet or explorer result means the order is Paid.
  4. Do not immediately send another payment until you have checked for a processing attempt.
  5. Contact support with the network, token, amount, sender and destination or contract addresses, timestamp, and transaction hash.
RNS.ID does not guarantee that a manual transfer can be matched to an order or recovered. Use Pay with crypto for the supported flow.

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Balance or automatic top-up problem

Open Assets → RNS Balance and compare the Balance record with the related order. A failed automatic card charge does not add funds, and automatic top-up does not move down the subscription Payment Priority list. If a successful top-up is missing, preserve its payment reference and do not submit it repeatedly. If a charge appears after you cancel automatic top-up, check whether it was already initiated and compare its order and Balance records. Cancellation does not guarantee that an in-progress charge will be stopped or reversed. See Cancel automatic top-up.

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Wallet will not connect or sign

  1. Verify that the browser wallet is unlocked and on the requested network.
  2. Confirm that the active address is the one you intend to use.
  3. Close duplicate wallet prompts and reconnect from the official RNS.ID page.
  4. Read the complete displayed message; a no-gas statement alone does not prove that the prompt is safe.
  5. Reject any unexpected token approval, transfer, contract, or amount.
  6. Do not copy or send the resulting signature to another person or support agent.
For the separate Voyager Pass Points redemption flow, connect the current holding wallet. The one-year Palau ID benefit is not currently self-service and must be requested through RNS.ID Support. For production Legal DID minting, every product screen and wallet prompt must show Ethereum. Sepolia and other test networks are not supported; stop if a different network appears or the screens disagree. The wallet restriction concerns an existing mint record for a different identity on the same blockchain, not whether the wallet has ever received a Legal DID. See Legal DID wallet restrictions before paying or resubmitting.

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Minting remains pending

Check the Legal DID minting-history record and explorer link. A pre-mint can wait for identity approval and suitable network conditions. Do not submit another request while one is pending.

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Card shipment has a problem

Open the Palau ID management page and check the carrier event, address, and available Report a delivery issue action. Address editing can close after dispatch. Do not confirm receipt before the card arrives.

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Still blocked?

Contact support with the account email, affected record number, exact error, timestamp, browser/device, and screenshot. For PMH onboarding, received mail, or forwarding, contact Pacific Mail Hub through the details shown in your Palau Mailing page.