Sign-Up Troubleshooting Tips
If you receive an error message like: "We are sorry but we were unable to capture your information. Please try again later," we recommend that you check your browser settings. You might also change the browser you're using.
If the CAPTCHA characters (see screenshot) do not match, try using the audio version. Please note: When re-entering the CAPTCHA characters or correcting other errors, you will also need to re-enter your password and password confirmation, check the boxes indicating that you have read the Publisher Membership Agreement and are at least 18 years of age, and retype your signature.
If you receive a message indicating your information is formatted incorrectly, most likely your username and password are the issue. Be sure your username is 12 alphanumeric characters or less and your password is 8 to 12 characters in length and has at least 2 letters and 2 numbers. If after checking your username and password, you are still get formatting errors, check these elements:
Business name: Must not exceed 45 characters
Employer ID number (EIN): This is a 9-digit tax identification number that 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 9-digit number that U.S. 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 35 characters on each line, characters that include letters, numbers, symbols and spaces.
Site description: The description of your website can include up to 255 alphanumeric characters and spaces (no other symbols).
Payment Threshold: This field can only include whole numbers, no currency symbols or decimal points.
Still have more questions? Use the SUPPORT tab at the top of the page or this link to find the email or phone Customer Support contacts for your location.