Contacting an advertiser is done directly through the Awin platform. Advertiser contact details are available within each program profile.
How to contact an advertiser
To locate and contact an advertiser:
- Log in to the Awin platform.
- Go to Advertisers > Join Program from your publisher dashboard.
- Select the relevant program
- On the program page, go to Account Users.
- Use the listed contact details or select Send Email to contact the advertiser directly.
When to contact an advertiser
You should contact the advertiser directly for program-specific topics such as:
- Program application status updates
- Commission rates or structures
- Transaction validation or approval queries
- Product feeds, creatives, or campaign requirements
- Program terms or promotional rules
These topics can only be resolved by the advertiser or their account manager.
Understanding who you are contacting
The correct contact depends on how the program is managed:
- Self-service programs are managed directly by the advertiser. They handle all communication and program decisions.
- Managed programs are supported by an Awin account manager who acts as the main point of contact.
Contact details shown in the program page always reflect the appropriate responsible party.
Expected response times
Advertiser response times can vary depending on their internal processes.
If you have not received a response within five working days, you may send a follow-up message directly to the advertiser.
Important: The Partner Success team cannot request updates or intervene in advertiser communications on your behalf.
