Use this guide to resolve common issues when entering or updating your payment details in the Awin platform.
Prerequisite: To access your Payment Details, you must activate Two-Step Verification (2SV). To enable 2SV, see How to activate and deactivate two-step verification.
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 the details still don’t appear, re-enter and save your information.
Tax Details won’t save
Check the following before trying again:
- You’re entering the correct tax identification number for your country.
- If you’re a US publishers, you uploaded a tax verification form. For more information, see US Tax forms (1099 & W9) - FAQs.
- Your VAT ID starts with the correct code of the country you are based in, e.g. DE000000000 for Germany.
- Your address does not include special characters. For example, enter Rue de loiseau 18 instead of Rue de l’oiseau 18.
If the issue persists, click Contact Support at the bottom of this page.
I still see the ‘Incomplete tax details’ banner after submitting my information
After submitting or updating your tax details, the ‘Incomplete tax details’ banner may still appear.
The banner refreshes automatically within 12 hours after your tax data has been successfully processed. It will disappear the next time you log in after the refresh.
If the banner is still visible after 12 hours, refresh your browser or log out and log back in.
Unable to change Tax Residency
If you registered with Brazilian or Turkish tax residency, you can’t change your tax residency on the existing account. 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 publisher accounts.
To learn more about entering your Tax Details, see Publisher Tax Details - FAQ.
Resolving Issues With Bank Details
Unable to enter or update Bank Details
Only the account owner can make changes to payment details. Ensure you have the necessary permissions or contact the account owner.
For more information, see What are the different levels of permission to access a publisher account?
Bank Details won’t save, or error messages appear
The form won’t save if there are incomplete fields. Confirm all fields are filled out correctly.
Clear your browser’s cache and cookies, then try again.
If needed, try one of the following:
- Use a different browser
- Use a different device
- Use an incognito/private window
If the issue persists, click Contact Support at the bottom of this page.
The account holder's name is too long
The field has a 15-character limit. Use an abbreviation, such as your first initial and last name.
Unsupported special characters in the business name
The Awin platform supports Latin alphabet no. 1 characters only. If your business name includes unsupported characters, use the closest available equivalent.
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: Incomplete payment details can lead to payment delays. To avoid disruptions, make sure all fields are up to date, especially your VAT or tax number, and upload any required documents.
For more information, see Failed Payments – Publishers FAQs.
For further assistance, contact Awin’s support team by clicking Contact Support below this article.
