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?

We encourage you to use the Chat Support function 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 Marketing Affiliate Network 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 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:

 

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 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
    SallyAnne - Manager, Customer Success Education

    Hello Adeola, please contact Customer Support at uspubsupport@rakuten.com so they can personally assist you with your specific situation and many questions.

  • Avatar
    siarhei paulovich

    Hi,

    we need to get all information about our active shops in automatic mode. In manuals from developers.rakutenmarketing.com we didn't find actual information. We need:
    - logotype
    - link to the stores' websites
    - affiliate links to the main page of every shop.

    Help us, please.

    Thank you

  • Avatar
    SallyAnne - Manager, Customer Success Education

    Hi Siarhei, I'm not clear about what you're asking for, but it sounds like you may be trying to use the Link Locator API? You may find the information you need in the Consolidated Advertiser Report which also is available via API. Please check out this feature here https://pubhelp.rakutenmarketing.com/hc/en-us/articles/204653229-Consolidated-Advertiser-Report-Overview-. Contact Customer Support using the Support tab at the top of this page, or the use Chat if available at the lower left, so they can personally assist you with any further questions.

  • Avatar
    David Morris

    Hi there
    I'm David logged in as kiwiscan. I clicked "Programs" clicked on categories and chose health and beauty. I chose Vitacost, however after half a dozen tries on the advertiser search for Vitacost no results showed up. Please help...
    Thanks
    David Morris

  • Avatar
    SallyAnne - Manager, Customer Success Education

    Hi David, I'm sorry you're having difficulties finding the Vitacost program. The advertiser may have chosen to make their program "private" or by invitation only. You may contact Customer Support for assistance in learning more about the program. Use the Support tab at the top of this page to find Support for your country.

  • Avatar
    Katie Steele

    I am trying to search advertiser programs to join, but every link takes me to a message that says "your search returned no results", even when I click the 'see all advertisers' link. What am I doing wrong?

  • Avatar
    Tricia - Customer Education Specialist

    Hi Katie, I'm sorry you are having difficulty with the advertiser search. Have you looked at this article (https://pubhelp.rakutenmarketing.com/hc/en-us/articles/201250357-How-do-I-find-and-join-advertiser-programs-) about joining programs?

    If you have followed the instructions in that article and you are still having trouble, please contact customer support, available 24/7 via the chat support widget located at the bottom right of your screen.