You must SIGN IN (below right) with your publisher account credentials to see all help articles and to make full use of Search. You can log in to your Publisher Account Dashboard here and select "Affiliate". If you are not already registered as a publisher SIGN UP now -- it's free!

What types of questions can Customer Support help me with?

The Rakuten Affiliate Network Customer Support team is happy to respond to all of your inquiries. You can submit a request via phone or email. We strive to respond to all email inquiries within one business day. Our phone support is available during business hours.

We encourage you to use the Search option (at the top of each page) in the Publisher Help Center first for immediate help for your questions or issues before contacting Publisher Support. 

Our key area of support is for technical issues. Technical issues we can assist you with include items such as:

  • Signing up as a publisher
  • Publisher account login difficulties
  • How to use features in the Publisher Dashboard
  • Questions about getting started with Merchandiser product data feed
  • Questions about using APIs and Web Services
  • Questions about advertiser's programs information in the Publisher Dashboard
  • Problems with running reports in the Publisher Dashboard
  • Questions about your commission payments

There are certain, often requested, services and areas of advice that are not offered to you by Customer Support; however we understand these areas are important to you. You can find information on these topics in a variety of ways including information here in the Publisher Help Center, on our monthly publisher webinars and Office Hours, and additional outside resources we can direct you to.   

  • Website or website design support. Customer Support generally advises publishers that do not yet have a website to seek the services of a web developer or look into various website builder platforms to build a website from a template.
  • Coaching in affiliate marketing best practices. When possible, Customer Support may provide broad advice about how to start building your advertiser relationships. However, we do not provide in-depth support to you regarding the following and similar concerns:

             1)  What types of publisher websites are the most successful

             2)  What advertisers generate the most commissions for publishers

             3)  How you can generate traffic and improve traffic to your website

             4)  Where to put links on your website

             5)  How you can increase your website conversions (earnings)

For helpful tips and best practices, check out the Grow - Best Practices & Tips section of the Help Center. Our monthly publisher webinars feature Office Hours Q&A time and coaching for new publishers. You can participate in the live event, or submit your question in advance and watch the recording afterward for the answer, plus keep up-to-date with your professional education in affiliate marketing. Also be sure to follow our Rakuten Marketing blog, read our Publisher Newsletters and attend Symposiums for the latest insights and tips.

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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  • Avatar
    Yuliya Prakapovich

    Hello. I'm new, so need a bit of help out here.

    How can I know that retailer uploaded new products or deleted existing?

    And also, can I track statistics from separate pages?

  • Avatar
    Lisa - Administrator

    Hi Yuliya,

    Welcome to the Rakuten Affiliate Network!

    To answer your first question, if you update the file you receive with "Delta" files, you will be able to view the new products, and understand what has been deleted. You can find more information about that in the Merchandiser Implementation Guidelines here:

    As for your second question, I'm not sure I follow, but if you contact our Support team, and provide more detail, they'll be able to help you out.


  • Avatar
    Mark Mayhew

    Hey, also new here. I want to do affiliate sales with Audible. However when I copy the Audiobook URL and paste it into the Deep Link section where it asks to put the URL, it comes up with an error.

    What is a way I can get text links for my Audible books?

  • Avatar
    SallyAnne - Senior Education Strategist & Customer Success Champion

    Hi Mark, welcome to the Rakuten Affiliate Network! It's helpful to know that you must already be approved for the advertiser's affiliate program and the advertiser must allow deep links. To confirm that an advertiser allows deep linking, please select Deep Linking from the Links drop-down menu in your Publisher Dashboard and see if the advertiser is listed in drop-down menu. For additional immediate self-service help, here's an article with detailed information about deep linking: If you have further questions, please contact the advertiser directly via their email contact information in the Publisher Dashboard, or Customer Support and they will be happy to assist you with your specific situation.

  • Avatar
    Gerald Pruett

    Hello, Give me working code for use coupan api..

  • Avatar
    SallyAnne - Senior Education Strategist & Customer Success Champion

    Hello Gerald, you can find detailed information about accessing the Coupon API in this article: and in the related documentation in the API Developer Portal. If you have further questions, please contact Customer Support for your country directly (using the contact information found in the Support tab at the top of this page) and they will be happy to assist you. We do not have the capability to respond to individual account questions in the Help Center.

  • Avatar
    Edivaldo Barboza

    I'm starting out with the affiliate program, but the JS scripts of CURATE are taking a long time to load. LinkShare should have a database, with greater processing power and a faster network. My site opens fast, but the script keeps running. That way customers will go out. It is my suggestion, because the program is excellent, but the response time of the LinkShare server is slow.

  • Avatar
    SallyAnne - Senior Education Strategist & Customer Success Champion

    Hello Edivaldo, you may want to search the web or speak with your web developer to take advantage of the many ways you can reduce the page loading time on your pages with JavaScript. Hope that's helpful!

    P.S. If you are still experiencing delays in loading time, please contact Customer Support for your country and send them your SID and the URL of your website so our technical support team can take a look and assist you further.

    Edited by SallyAnne - Senior Education Strategist & Customer Success Champion
  • Avatar
    Kimberly Diaz-Smith

    Hello, I am clicking on a product link and it isn't opening. I have refreshed the paged and signed out/in and it still will not open. can you help?

  • Avatar
    SallyAnne - Senior Education Strategist & Customer Success Champion

    Hi Kimberly, please contact Customer Support for your country as noted in the article above so they can assist you with your specific situation.

  • Avatar
    Mohamed Z Hassan

    Hello SallyAnne,

    I have applied for Kohl's affiliate program and it has been sitting 'pending' for a long time now. I contacted them via the email listed there, but no reply. What should I do? Isn't there a time range in which they should accept or reject it? Thanks

  • Avatar
    SallyAnne - Senior Education Strategist & Customer Success Champion

    Hi Mohamed, it can take several days or weeks for program approval, depending on the advertiser's application volume as explained in this article: . You can also contact Customer Support for assistance.

  • Avatar
    Esther Adebayo

    Hello, i have a shopping and coupon site. How do i locate advertisers with coupons?

  • Avatar
    SallyAnne - Senior Education Strategist & Customer Success Champion

    Hi Esther, our network is based on advertisers and publishers partnering for the best consumer experience. Advertisers want to make sure each publisher site is a good fit for their brand and program. So you will need to find advertisers whose products you want to promote in a way that adds value to the consumer, apply to join their programs, and then when approved, you can find their coupons to promote. Here's an article on various ways to get coupons from your advertiser partners: Hope that's helpful!

  • Avatar
    Douglas Reed

    How can we extends the API expirey time ? Currently the API's expire in 60 min.Or can we get the APIs without time expiration ?

    Edited by Douglas Reed
  • Avatar
    SallyAnne - Senior Education Strategist & Customer Success Champion

    Hi Douglas, please contact Customer Support with your questions about the APIs. Thank you!

  • Avatar
    Douglas Reed

    Ok Thanks.