What types of questions can Customer Support help me with?

Chat Support

We encourage you to use the Chat Support function at the bottom right for immediate help 24 hours a day, 7 days a week.

If you are not able to find the information you need immediately here in the help center, the Rakuten Advertising Customer Support team is happy to respond to all of your inquiries or you may submit a support request via phone or email.

We strive to respond to all email inquiries within one business day. Our chat support is available 24 hours a day, 7 days a week. We cannot respond to specific questions about your account or technical issues here in the Help Center comments.

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 Product Catalog 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, and additional outside resources we can direct you to. We do not provide support regarding:

  • 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)
  • Advertiser-specific concerns. In general, when you have a question or concern about a specific advertiser program, it is best to reach out to the advertiser directly. You can do so by following these steps. If you do not hear back from the advertiser in a reasonable amount of time, or if the contact information is outdated, please let us know and we can escalate internally.

For helpful tips and best practices, check out the Grow - Best Practices & Tips section of the Help Center. Also, be sure to follow our Rakuten Advertising blog and attend DealMaker for the latest insights and tips.

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3 out of 13 found this helpful


  • 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?

  • 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: https://pubhelp.rakutenmarketing.com/hc/en-us/articles/202541928-Merchandiser-Product-Feed-Implementation-Guidelines

    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.


  • 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?

  • 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: https://pubhelp.rakutenmarketing.com/hc/en-us/articles/200950338-What-are-my-options-for-getting-paid-Payment-Options-Table-. 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.

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

  • Hello Gerald, you can find detailed information about accessing the Coupon API in this article: https://pubhelp.rakutenmarketing.com/hc/en-us/articles/201200733-Coupon-API-Overview 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.

  • Hello.
    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.

  • 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.

  • 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?

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

  • 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

  • Hi Mohamed, it can take several days or weeks for program approval, depending on the advertiser's application volume as explained in this article: https://pubhelp.rakutenmarketing.com/hc/en-us/articles/201250846 . You can also contact Customer Support for assistance.

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

  • 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: https://pubhelp.rakutenmarketing.com/hc/en-us/articles/213893806-How-can-I-find-coupons-from-my-advertiser-partners-. Hope that's helpful!

  • 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 ?

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

  • Ok Thanks.

  • hello mam why i decline from Walmart affiliate program ? bcz i need to join this program i m about to publish my site this week

  • Hello Deval, you can contact Walmart directly to inquire about the reason for declining you from the program. Here's an article with instructions: https://pubhelp.rakutenmarketing.com/hc/en-us/articles/201250846. Please note that many advertisers will not approve publishers who do not have a quality, published site: https://pubhelp.rakutenmarketing.com/hc/en-us/articles/115003865563-Requirements-and-Recommendations-for-New-Publishers.

  • Hi there,

    Sorry if this question is in the wrong section. I am a publisher and my website is now live, I am just wondering how long does it take for a customer sale to show on the dashboard? Because my wife made a purchase on the website, and although the number of "clicks" have gone up, the sale isn't yet showing. Please could you advise me further?

    Kind Regards,

  • Hello Haider, here's an article about how to find transactions in your dashboard: https://pubhelp.rakutenmarketing.com/hc/en-us/articles/201616113-How-do-I-locate-a-transaction-or-order-that-I-should-be-paid-for-. Hope that's helpful!

  • Hi there. I'm an affiliate for Zak! Designs and I am not seeing them listed in the drop down menu for deep linking and I'm not sure why that is. Is there a reason for this issue that I'm maybe unaware of? I'm wondering if deep linking is just not possible for all my advertisers or if it's just a glitch/error. Please let me know as I'm trying to write a post for the upcoming holiday deals for them. TIA :)

  • Hi Corina, some advertisers do not allow deep linking, for various reasons. Zak! Designs is one such advertiser. Here's an article that explains deep links: https://pubhelp.rakutenmarketing.com/hc/en-us/articles/201295755-Guide-to-Deep-Linking. You will be able to find other ways to link to the advertiser's products using our various link tools. We recommend you install Automate (one-time JavaScript code) to automatically affiliate all links to your advertiser partners, and check out Curate product showcase widget and other tools described here: https://pubhelp.rakutenmarketing.com/hc/en-us/categories/200076756-Publish-Affiliate-Links. Hope that's helpful! If you have further questions, please contact Customer Support for your country and they will be happy to assist you.

  • Hi There
    What is my publisher ID? is it the same as site ID?
    I'm setting up a shop online and need the api key which I have and the publisher ID but when I put in my site ID and import products it keeps saying invalid publisher ID? Am I Missing something here...

  • Hi Francis, sorry you're having difficulties. Please contact Customer Support for your country and provide your SID, and screenshots with details of what you're trying to do. They will be happy to assist you with your particular situation.

  • Hello, where a retailer has numerous entries for the same product type but in a different size each time, (example red sneakers size 8, 9, 10, 11), is there a column which identifies this?

    We are having some difficulty as we do not want to take or show size duplicates, we just want to import "red sneakers" (one entry only) but there doesn't seem to be any clear way of excluding this data.


  • Hello Jonathan, please contact Customer Support so they can assist you with your questions. You can find their contact information in the Support tab above.

  • Hi! I need connect datafeed

  • Hi Mikhail, please go to this page https://pubhelp.rakutenmarketing.com/hc/en-us/articles/201695777-What-is-the-best-way-to-contact-Customer-Support- and contact Customer Support for your country so they can assist you.

  • Hello, I am adeola from Nigeria. ...I sign up with your network and I was approved in which I continued promoting offers on my website. Even, i have promoted up to 15-20 products approved. When I read through the payment info. I applied Paypal I thought it was relevant to my location. Unfortunately, it said that I was not eligible for the network ane I have uploaded many of your offers on my website.
    Is there any to do so that i can be paid before I remove all your adverts on my website. I don't know why yours is different. I have been working with many companies paying me with paypal, even direct deposit. Let me know on time.


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