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Account Login Common Questions

Beth - Technical Writer

Last edited: January 04, 2023 17:53

Here are some common issues that occur when logging in, along with troubleshooting tips.

What is the difference between a non-updated account and an updated account?

A non-updated account uses a username and password combination. An updated account uses an email and password combination. For example:

Non-updated Account:
- Username: rakutenadvertising
- Password: *********
Updated Account
- Email: login@rakutenadvertising.com
- Password: *********

If I have updated my account, can I still log in using my non-updated account (username/password)?

No, you cannot log into the publisher dashboard with your non-updated credentials.

I forgot my email. How can I retrieve it?

Contact Customer Support to retrieve your email.

I forgot my password. How can I retrieve it?

To reset the Updated Account password, go to our website, click on “Affiliate Publisher” from the Login section on top right-hand side and then click on “Forgot Your Password”. Enter your email address and then click Submit. An email will be sent to you within a few minutes with instructions to reset your password.

To reset you Legacy Password, navigate to this Password Reset page. Enter your email and then click Submit. An email will be sent to you within a few minutes with instructions to reset your password.

I know my email; why can’t I reset my password?

You may have registered with a different email address. Customer Support can help you update the email address on file.

I know my email and password; why can’t I log in?

If you know your email and password but are still having problems logging in, please check the following:

If you have not yet upgraded your account, please do so using instructions from here.
Emails and passwords are case-sensitive. Make sure you’re typing them the same way as when you registered and that your caps lock key is not on.
Make sure your web browser is supported and properly configured for Rakuten Affiliate.
Try clearing the cache and cookies of your browser and then try to Login again. You can also try another browser.

If I am logged in with my updated account and have access to multiple accounts, how do I switch between them?

Please click on the account switcher drop-down arrow to the right of your SID number and choose the account you wish to view.

After you have selected the user account associated with the SID you want to view, you can then use the SID selector to select that specific account.

I am logged in, but I am unable to see my dashboard. What can I do?

There are a few things you can try. We recommend:

Use another browser
Disable all browser extensions
Use browser incognito mode
Attempt to use the dashboard from a home internet network

If the issue persists, consult your IT department.

I still need help with logging in; who can assist me?

If you need further assistance with logging in, please contact Customer Support.

Comments

2 comments

Kathie Aalbu-Ruward
December 18, 2022 20:19

I’m logged in but unable to see my dashboard

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Sally Anne - Customer Experience Manager
December 19, 2022 14:30

Hello Kathie, I'm sorry you are experiencing difficulties. Please contact Customer Support for immediate personal assistance using the Support icon at the lower right.

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