Thank you for using tenso.com.
We are currently experiencing a higher-than-expected volume of identity verification submissions. While we are continuing to strengthen our review process, additional time may be required to complete identity verification in order to ensure accuracy and security.
If your package arrives while your identity verification is under review, the period between the package's arrival and the completion of your identity verification will not be counted toward the storage period. Therefore, even if the review process takes longer than usual, your package storage period will not be affected.
Once your identity verification has been completed, you will be able to make payment for your package(s) and proceed with shipment arrangements. If your package has already arrived at our warehouse and your identity verification has not yet been completed, we kindly ask for your patience while your verification is being processed.
We sincerely apologize for the inconvenience and delay. Identity verification is a required procedure for the continued use of our services, and we appreciate your understanding and cooperation.
■ Review Processing Time
Identity verification reviews may take up to 14 business days to complete.
If the documents submitted are incomplete or include documents that cannot be accepted as proof of address, additional verification or a request for resubmission may be required, which could further extend the review period.
Furthermore, due to a recent surge in inquiries regarding identity verification, please be advised that responses from our customer service team may take longer than usual.
■ Please review the required documents and acceptable document types below before submitting your application.
Required Documents for Identity Verification
- One document showing your full name and date of birth
・Government-issued National ID
・Driver's License
・Passport (available only in eligible countries)
・Residence Card
Please note that the entire document must be clearly visible. Documents with any part concealed cannot be accepted, except for watermarks.
- Two documents showing your tenso registered name and current residential address with tenso.com
【Acceptable Proof of Address Documents】
・Government-issued National ID, Driver's License, or Residence Card showing your current address (address information must not be abbreviated)
・Utility bill payment receipt (electricity, water, or gas), or a utility bill that clearly shows payment of the previous billing period (e.g., a May bill that includes confirmation that the April bill has been paid)
・Tax payment certificate or tax payment receipt issued by a government authority, showing that the tax payment has been completed.
・Certificate of Residence
・Family Register Certificate
※ Utility bill payment receipts (electricity, water, or gas) must be issued under the name of the tenso.com account holder. Utility bill payment receipt issued under the name of another person, family member, or company cannot be accepted.
【Documents Not Accepted as Proof of Address】
・Unpaid electricity, water, or gas bills that do not show proof of payment
・Unpaid or not-yet-finalized income tax documents or notices
・Bank statements, investment-related documents, or credit card statements
・Mobile phone bills or internet service provider bills/contracts
・Rental agreements
・Shipping labels or delivery slips
・Student IDs
・Business cards
■ Notes: When Submitting Documents
Please submit clear images in which all information can be easily read.
Documents with concealed face photos or ID numbers cannot be accepted.
Cropped documents or documents with missing sections cannot be accepted.
Thank you for your cooperation in helping us complete the review process smoothly.
