What should I do if my identity verification fails?
If the identity verification is incomplete, you will need to resubmit.On this page, we will guide you on how to resubmit and points to note when submitting.You can check the reason for the lack of identity verification on the top screen displayed after logging in to "my Rakuten Mobile".
Please refer to the following for the confirmation method.



If the Middle name is entered incorrectlyPlease enter your Last name(Family name) in the "Last Name" field, and your First(Given) and Middle names in the "First name" field.
(Example) [Name] Rakuten Taro Mobile
Last name: Rakuten
First name: Taro Mobile

If only the Last name (Family name) is entered incorrectlyPlease enter 2 letters of your Last name (Family name) in the "Last Name" field, and 3 letters or more of your Last name (Family name) in the "First Name" field.
(Example) [Name] Rakuten
Last name: Ra
First name: kuten

The image of the identification document is unclear.Please note that the following cases may result in incomplete identification.
Click here for instructions on how to re-upload identification documents.

In case of name and address does not matchThe name and address on the submitted "Identification Document" and "Subscriber Information" must match.
Please re-upload the identification documents or correct the subscriber information so that the name and address match.Click here to see how to correct the subscriber information.
Click here to see how to re-upload the identification documents.In case of date of birth does not matchThe date of birth on the submitted "Identification Documents" and "Subscriber Information" must match.If you wish to change the entered date of birth, please contact our Communication Center via chat here .
log in to "my Rakuten Mobile".※If you are unable to login, please refer to "[my Rakuten Mobile] Cannot login".※If you have logged in from the URL in the body of the "[Important] Request for re-upload due to incomplete identification documents" email, please proceed from step 4.
Select "re-upload your documents" at the top of the screen.

Select [Proceed].

Select "Update" at the bottom of "Personal information" or "Home address".

The "Personal information" or "Home address" that you registered will be displayed, and change the information to correct the information. Then select [Save changes] at the bottom.
Please check your application again on the next screen and complete it. Select "OK" when the message "Please confirm your application again on the next screen and complete your application".

After that, follow the instructions on the screen, and when the message "Your application has been accepted" is displayed, your application is complete.

The re-upload procedure is as follows.※You will need to login to "my Rakuten Mobile" to re-upload. Please have your "Rakuten ID" and "password" used at the time of application ready in advance.※Files larger than 15MB per image cannot be uploaded.
log in to "my Rakuten Mobile".※If you are unable to login, please refer to "[my Rakuten Mobile] Cannot login".
Select "re-upload your documents" on the top of the screen.

Select [Proceed]

Select [Update] at the bottom of "Identity Verification".

Select Identity Verification Method

Select the identification document type and upload the images of the front and back sides. After uploading is done, select [Save changes] at the bottom.

Please check your application again on the next screen and complete it. Select "OK" when the message "Please confirm your application again on the next screen and complete your application".

After that, follow the instructions on the screen, and when the message "Your application has been accepted" is displayed, your application is complete.