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"Registration" 24 search results
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Ｑ： How long will the identity verification process take?Ａ： [Where the identity verification process is based upon authentication by facial recognition]Normally, the process will be completed in about 5 to 10 minutes.[Where the identity verification process is based upon the submission of documents]Normally, the process will be completed in about one week.For details, please check on the matter from Here.
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Ｑ： Is it possible to sign up for Rakuten Global Express with Taiwan Rakuten ID?Ａ： Yes, you can sign up with your Taiwan Rakuten ID.Please log in with your Taiwan Rakuten ID for sign up, then input additional information.If you are navigated to the Register Additional User Information page, please input Postal Code and select Prefecture as shown;・Postal Code：000-0000・Prefecture：Other(国外).
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Ｑ： I cannot find my country or region in registration page.Ａ： Rakuten Global Express service is provided to limited countries and regions where shipping is available.Please check countries and regions where shipping is available for the details.
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Ｑ： Which countries and regions are eligible for identity verification using facial recognition?Ａ： All countries and regions with customers' face photo, full name, date of birth, and address on their National ID or Driving Licenses. However, currently the following countries and regions are not eligible. Please do identity verification by uploading documents.・Hong Kong・Macau・Russia・The Netherlands・Greece・Poland・Israel・Czech Republic・Switzerland・Ukraine・Belgium・Sweden・Chile・Finland・Hungary・New Zealand
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Ｑ： An error code was displayed when carrying out facial recognition during the identity verification procedure.Ａ： Please log out once and log in again to see if you can carry out the facial recognition procedure.If you cannot carry out the facial recognition procedure, we apologize for the inconvenience, but please contact customer support.
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Ｑ： What is Shufti Pro?Ａ： Shufti Pro is an Identity verification solution that incorporates Artificial Intelligence (AI) + human intelligence (HI) hybrid technology to provide identity verification solutions that help in Know Your Customer (KYC) and Anti-money laundering (AML) compliance. We have collaborated with Shufti Pro to offer you this service for a smooth experience.
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Ｑ： My facial recognition verification could not be completed.Ａ： There are various reasons for this.Please ensure that you follow the following instructions.Take a selfie of your full face.Ensure the image or video is not blurred.Make sure the light is not too low or too bright.Make sure your full face is within the image frame.Don’t crop or cut the edges.Remove all accessories like glasses, hats, etc.In case you are facing further difficulties, we advice you to proceed identity verification by uploading documents.
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Ｑ： My device camera isn't working when doing facial recognition. (Or I don’t have a camera on my device.)Ａ： In the case where your device's camera is not loading, please try a different device or do identity verification by uploading documents.
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Ｑ： What documents are required for identity verification using facial recognition?Ａ： Driving license or National ID with your face photo, full name, date of birth, and address printed on it. *All these information should be printed on the same document.*Handwritten documents cannot be processed.
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Ｑ： How many times can I submit the documents for facial recognition verification?Ａ： Only once. Please ensure that you have the required documents in hand before starting the verification process.
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Ｑ： Can I hide my face on my verification document for facial recognition verification?Ａ： Please do NOT edit the image in any way. The facial recognition system matches your face image on the document and the selfie you upload to verify your identity. Covering part of the document will render this process impossible.
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Ｑ： What is identity verification by facial recognition(eKYC =electronic Know Your Customer)?Ａ： Identity verification by facial recognition (eKYC) is a method of verifying your identity by taking a photo of your face online. Click here for more details.
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Ｑ： Both my National ID or Driving License does not have all required information for facial recognition verification. What should I do?Ａ： Kindly proceed identity verification by uploading documents.
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Ｑ： How secure is my personal information when I use facial recognition verification?Ａ： You may confirm our privacy policy here.
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Ｑ： I want to change my shipping address or recipient name.Ａ： The rule of changing shipping address and recipient name differs depending on the identity verification method you chose after registration.【Identity verification using documents】1. If you haven't submitted any identity verification documents:You can change your current address or name.Please make changes from My Page below.https://secure.globalexpress.rakuten.co.jp/mypage/profile/cid/2. If you have submitted identity documents and are undergoing verification procedures:The registered current address or name cannot be changed.If you need to correct the information due to input errors when registering an account, please contact our customer support.3. If you have completed the identity verification, BUT haven't completed the first shipment:The first shipment can only be sent to the verified address and name.If you need to correct the information due to input errors when registering an account, please contact our customer support.4. If you have completed the identity verification AND completed the first shipment:After completing the first shipment, you can add new shipping addresses and recipient names in the address book.【Identity verification using facial recognition】You can add new shipping addresses and recipient names in the address book.
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Ｑ： Is there a problem with having identity verification documents in any language other than Japanese?Ａ： Please submit documents issued in the language of your country of residence.
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Ｑ： I cannot upload my identity verification documents.Ａ： The file you upload must meet the following requirements.Please check if the submission format is correct.- File format must be JPEG or PNG- File must has .jpg or .jpeg or .png as the extension- File name must be alphanumeric characters (Do not include double-byte characters, spaces, or symbols)- File size should be 5MB or less*You cannot upload while waiting for the results. Please wait for the result notification.*PDF file is not acceptable.
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Ｑ： Can you delete my identity verification documents?Ａ： Based on the Act on Prevention of Transfer of Criminal Proceeds, the handling of documents is as follows. If you wish to delete, please contact customer support.- Before identity verification (before using the service): Can be deleted- After identity verification (and would like to withdrawal from service): According to the Act on Prevention of Transfer of Criminal Proceeds, it is necessary to retain the data for 7 years after withdrawal, so it cannot be deleted.- After identity verification (and would like to use the service): Cannot be deleted
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Ｑ： Is it okay to put multiple Identity Verification documents in one file and upload it?Ａ： No. Please use one file for one document to upload it.It is fine to separate two sides or another page of the same document for multiple uploads.
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Ｑ： Are documents in the name of my family member(parent or spouse) acceptable for Identity Verification?Ａ： In accordance with the Act on the Prevention of Transfer of Criminal Proceeds, we cannot accept any documents other than those of the customer him/herself.Please have a family member who can provide proof of their current address register for Rakuten Global Express, and use that.Examples of documents for Identity Verification
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Ｑ： Can you accept and keep my packages before I have completed the Identity Verification procedure?Ａ： Yes. However, in order to start using Rakuten Global Express, it is necessary to complete the Identity Verification procedure, so we recommend that you complete Identity Verification before shopping.Examples of documents for Identity Verification
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Ｑ： Do I have to pay any fees if I apply using Rakuten Global Express?Ａ： We don’t charge you anything when you apply for it.
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Ｑ： Can I submit my identity verification documents by mail?Ａ： From a security perspective, we will not accept your identity verification documents by mail. We would be grateful if you could cooperate with us.
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Ｑ： What is the identity verification process?Ａ： Based on the Act on Prevention of Transfer of Criminal Proceeds, we check your identity with your identity verification documents you send to us. For more information, visit the Identity Verification Process page.
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