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What is the best way to contact Customer Support?

Chat Support is now available 24 hours/day, 7 days/week. Simply click on the support icon that will appear in the bottom right corner of your screen. 


Get more information on what Customer Support can help you with.

While the publisher help center is here to provide immediate self-service assistance with general technical information and best practices around the clock, sometimes you need more personalized help. The Rakuten Advertising Affiliate Customer Support team stands ready to answer your specific technical and product questions and to resolve technical issues to your satisfaction.

Help us to help you with these tips for getting the fastest and best results from contacting Customer Support:

  1. Whitelist 
    1. So our response to you doesn't end up in your spam folder, please be sure to add the domain to the safe senders list in your email program. Check your spam or junk mail folder for our reply before re-contacting Customer Support.
  2. Include your SID
    1. To help us provide faster support, please include your Site ID (SID) which can be found at the top right corner of the page when you log in to your publisher account. The site ID (SID) is a unique number used in the Rakuten Affiliate Network to identify different marketing channels. Our support team can use your site ID to locate your record, so please include it in any communications you send us. Here's an example of where to find your SID:

  3. Provide as many details as possible
    1. If you are experiencing a technical issue, it will save you a great deal of time in problem-solving with Customer Support if you will also provide as many relevant details in your email request as possible, such as:
  • Which browser(s) you are using (for example, Chrome or Safari or Firefox)
  • Which operating system you are using (for example, Windows 7)
  • What steps you are following before you have a problem
  • What error message you are receiving (if any)
  • Attached screenshots of the error message or the problem, if possible

Customer Support Contact Information

Support is available 24 hours a day, 7 days a week.

If no toll-free number is listed for your country, you may email and request us to call you.

For publishers located in the US, Canada, Australia, and non-European countries not listed below (in English):

  • Call us: toll-free: +1-888-880-8430 or call: +1-646-943-8200 and select option 7.

For publishers located in the UK and other European countries not listed below (in English):

For publishers located in France, or French-speaking (in French or English):

For publishers located in Germany, or German-speaking (in German or English):

For publishers located in Brazil, or Brazilian Portuguese-speaking (in Brazilian Portuguese or English):



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.

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Please leave us a comment below and let us know how we can make this article more helpful.

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    Sally Anne - Customer Experience Manager

    Please use the various phone numbers or email addresses in the article (depending on your location) above, to contact Customer Support. We are not able to answer your account-specific support questions directly in the Help Center. However, we love to hear from you with your comments and questions about the Help Center articles.

    I've updated this article with additional tips on how to get the fastest and best response from Customer Support.

    Hope that's helpful!

    Edited by Sally Anne - Customer Experience Manager