Sign-Up Errors


While registering or signing up, you may receive an error message. Below are some tips to resolve these common errors. 

Unable to Capture

If you receive an error message like: "We are sorry, but we were unable to capture your information. Please try again later." we recommend checking your browser settings and clearing your cache. If the problems persist, try using a different browser. 

Formatted Incorrectly

If you receive a message indicating your information is formatted incorrectly, most likely your password is the issue. Your password should be at least eight characters long and have a number, an uppercase letter, and a special character. If, after checking your password, you still get formatting errors, check these elements:

  • Business name: Must not exceed 60 characters.
  • Employer ID number (EIN): This is a nine-digit tax identification number the IRS assigns to businesses in this format: XX-XXXXXXX. Please enter this number without the dash or spaces.
  • Social Security Number: This is a nine-digit number that US government assigns to individuals and is used for tax reporting. It typically has this format: XXX-XX-XXXX, but on the Rakuten Advertising sign-up page, you should enter it without dashes or spaces.
  • Address: Your address can contain up to 60 characters on each line, characters that include letters, numbers, symbols, and spaces.
  • Site description: The description of your website can include up to 255 characters and spaces.
  • Payment Threshold: This field can only include whole numbers, no currency symbols or decimal points.

Next Steps

If you are still experiencing issues, contact Customer Support.

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