This guide helps resolve common issues when entering or updating Payment Details in the Awin platform. It covers troubleshooting steps for Tax Details and Bank Details errors, including missing or unsaved tax information, issues with changing Tax Residency, problems saving Bank Details, and formatting restrictions for business names. It also outlines when to contact Awin support for further assistance.
Troubleshooting-Your-Payment-Details
Details
Use this guide to resolve common issues when entering or updating your payment details in the Awin platform.
Important:Only the account owner can edit payment details. If the fields are locked, contact the account owner to make changes.
Resolving Issues With Tax Details
Missing VAT or tax reference number
Consult your local tax authority or financial advisor. Non-UK businesses can use a social security number or an equivalent tax identifier.
Tax details not visible
Refresh your browser. If necessary, re-enter your details.
Tax Details won’t save
Ensure all information is entered correctly, paying close attention to the following details:
Ensure you’re entering the correct Tax Identification number. You may need to enter a local tax identifier.
If you’re a US publisher, you must upload your W-9.
Ensure your VAT ID starts with the correct code of the country you are based in, e.g. DE000000000.
If the issue persists, contact support by clicking Contact Supportat the bottom of this page.
Unable to change Tax Residency
If you registered with Brazilian or Turkish Tax Residency, you can't change your Tax Residency. If your business Tax Residency has changed, you must create a new account. This also applies if you want to change your Tax Residency to Brazil or Turkey. For more details, see Payments for publishers with Turkish Tax Residency.
Note:If you create a new account and have pending payments in your old account, update the bank details in your old account and wait for all payments to be processed before closing it. Payments can't be transferred between your publisher accounts.
The form won’t save if there are incomplete fields. Confirm all fields are filled out correctly. To avoid payment delays, you must upload the correct details.
Clear your browser's cache and cookies and enter your details again. You can also try the following solutions:
Enter your details using a different browser.
Enter your details on a different device.
Enter your details using an incognito window.
If the issue persists, contact support by clicking Contact Supportat the bottom of this page.
The account holder's name is too long
The field has a 15-character limit. Use an abbreviation with your first initial and last name.
Unsupported special characters in the business name
The Awin platform supports Latin alphabet no. 1 characters. If your business name includes unsupported characters, use the closest available equivalent.
Don’t use any accented characters. The following characters are not supported:
Umlauts (ä, ö, ü)
Special characters (e.g. “&”)
Acute accents (´): á, é, í, ó, ú, ý
Grave accents à, è, ì, ò, ù
Cedilla accents: ç, ş
Rings: å, ů
Circumflexes: â, ê, î, ô, û
Tildes: ã, ñ, õ
Important:If your payment details are incomplete, payments are delayed until you provide the necessary information. To ensure smooth payment processing, you must confirm all fields are up to date, especially your VAT or tax number, and upload any required documents.
