If your identity verification is not successful, there are several possible reasons. We apologize for the inconvenience. Please check the following points and try the procedure again.
Key Points to Check
Does your registered information exactly match your ID document?
The name and date of birth you register in the app must exactly match the information written on your identity verification document. In particular, if the notation of your name (e.g., Kanji, Katakana, Alphabet) is different, it will not be approved.
- (Examples of non-approved name notations)
- ID Document:
山田 太郎(Kanji) → Registered as:やまだ たろう(Hiragana) - ID Document:
TARO YAMADA(Alphabet) → Registered as:山田 太郎(Kanji)
- ID Document:
[Important]
If your registered name or date of birth differs from your ID document, you will need to delete your current account and create a new one with the correct information.
[Click here for how to delete your account] https://rent-ease.jp/faq/account-cancellation/
Are you taking a clear photo of your ID document?
Please pay attention to the following points when photographing your document:
- Is it in focus? Take the photo with the text clearly legible.
- Are there any glares or shadows? Make sure that lighting or flash reflections are not obscuring the text or your photo.
- Is the entire document in the frame? Capture the photo so that all four corners of the document are visible and not cut off.
- Is any information covered? Be careful not to cover any details (name, address, photo, etc.) with your fingers when holding the document.
- Is the document valid? Please check that your ID (e.g., driver's license) has not expired.
Are you taking a clear selfie?
Please pay attention to the following points when taking your photo:
- Are you in a well-lit area? Take the photo in a bright place to avoid your face being in shadow.
- Is your face fully visible? Make sure your face is not partially covered by a hat, sunglasses, mask, or bangs.
- Are you the only person in the photo? Take the photo with only yourself in the frame.
If You Still Cannot Succeed After Checking the Above
If your identity verification still fails after confirming all the points above, please try again in a location with a stable internet connection, or try completely closing and restarting the app.