Here are some common issues that occur when logging in, along with troubleshooting tips.
Q: What is the difference between a non-updated account and an updated account?
A: 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: firstname.lastname@example.org
- Password: *********
Q: If I have updated my account, can I still log in using my non-updated account (username/password)?
A: No, you cannot log into the publisher dashboard with your non-updated credentials.
Q: I forgot my email. How can I retrieve it?
A: Contact Customer Support to retrieve your email.
Q: I forgot my password. How can I retrieve it?
A: Navigate to the Forgot Password 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.
Q: How do I assign a user to a channel?
In order for a user to be assigned to a channel, your account administrator must log in to the publisher dashboard and take the following steps:
- Navigate to the My Account tab
- Select Users under My Account
- Select appropriate user
- Assign to appropriate channel(s)
Q: 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.
Q: 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:
- Emails and passwords are case-sensitive. Make sure you’re typing them exactly 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.
Q: If I am logged in with my updated account and have access to multiple accounts, how do I switch between them?
A: Please click on the account switcher drop-down arrow to the right of your SID number, and choose the account you wish to view.
If you need further assistance with logging in, please contact Customer Support.