Contents
1. I can’t access my Awin account.
2. Awin created a new account for me when I already had one. Can they be merged?
3. I've received a payment from 'Awin Inc.' but can't find it in my Awin account.
4. I received a letter about unclaimed funds from Awin Inc.
5. I'm having issues with my advertiser programmes.
6. My links, reports or transactions don't look right.
7. I've generated commission and updated my payment details, but still haven't been paid.
8. Getting additional support.
Quick reference: Common error messages.
Upgrading from ShareASale to Awin marks a positive step forward in how you manage your affiliate partnerships. While this transition brings enhanced features and capabilities, you may encounter some challenges along the way. This troubleshooting guide addresses common issues you might face during the upgrade process, providing clear solutions and necessary steps to ensure a smooth transition.
I didn’t receive my Awin account setup or activation email. What should I do?
You can only access Awin once your account is created. Look for an email with the subject line: '[Advertiser Name] moved to Awin – sign in to work together.'
If you haven't received this email, try the following:
- Check your spam/junk folder.
- Make sure *@awin.com is whitelisted.
- If you still can’t find this email and previously had a ShareASale, sign up for a user account via this link to access your upgraded account. Make sure to create the user account using the same email address as your ShareASale account.
Note: Your invitation is sent to the email address linked to your ShareASale account.
I received the email but setup fails when I try to log in.
If setup fails or you see this error: 'Unfortunately, we have been unable to create your account. If the problem persists, please contact support...'
Try the following steps:
- Clear browser data:
- Clear cookies and cache completely.
- Close and reopen your browser.
- Try alternative access methods:
- Use a different browser.
- Disable VPNs, extensions, or ad blockers.
- Try an incognito/private window.
- Test on a different device if available.
If the issue persists, click Contact support below this article and include a detailed description of the error in your support request.
Why am I not receiving the password reset email?
You can request a password reset by entering your linked email address here.
If you’ve never logged into the Awin platform and aren’t receiving the password reset email, your account likely hasn’t been activated yet. Click Contact Support below to request a new activation email.
I no longer have access to my ShareASale email address. How can I access my new Awin account?
If you no longer have access to the email address associated with your original ShareASale account, contact support with the following information:
- The registered email address
- The phone number listed on the account
- The amount and dates of your last two payments from ShareASale
The information is needed for the Support team to verify the ownership of the account. Once the information is verified, they will invite you as a new user and transfer the ownership of your Awin account.
No. Once created, Awin accounts cannot be merged due to data integrity and payment rules. For more information, see Can I merge my accounts?
A new Awin account was assigned to you because your ShareASale and Awin accounts didn't match on these key fields:
- Account name
- Website URL
- Email address
- Account owner name
- Business address
How to consolidate your accounts:
The best way to proceed on Awin with two accounts is to do the following:
- Use your new Awin account for existing ShareASale links.
- Use your original Awin account for new campaigns and partnerships on Awin.
If you prefer to maintain just one account:
- Choose which account to keep. We recommend keeping the one with the highest activity (number of partnerships, sales, existing links).
- Reapply to any missing partnerships from the account you’ll continue using.
- Close the other account by submitting the Account Closure Form, but only when:
- No further traffic or sales are expected in that account. Once closed, no activity or commission can be tracked.
- All pending commissions are approved and cleared. Cleared commissions will be paid out during account closure, even if they’re below the payment threshold.
This is likely a ShareASale payment. Since April 1st, ShareASale payments may reference 'Awin Inc.' due to legal entity changes. Any remaining balance in your ShareASale account was processed and paid out in full. These final payments were issued by Awin.
This letter relates to unclaimed property obligations in the US. This letter is part of standard regulatory procedures regarding outstanding balances or inactive accounts. If you received the letter but aren’t aware of any outstanding balances, you should complete the following steps:
To verify if you have unclaimed funds:
For US-based accounts:
- Search your state's unclaimed property website.
- Google '[Your State] unclaimed property' to find the official site.
- Search using your name and previous address.
For international accounts:
If you believe you received the letter in error:
No further action is required, but if you have any questions, contact accountingreportingconsolidation@awin.com with your full name and ShareASale account details.
I can’t find my existing ShareASale partnerships or advertisers on Awin.
You can view your active partnerships by going to Advertisers > My Programmes in your Awin account. Use the search bar to quickly find a specific advertiser.
If you can’t find a ShareASale advertiser, it may be because:
- The advertiser hasn’t completed their upgrade to Awin.
- They were upgraded earlier as part of a manual migration.
In the second case, invitations were sent to existing publishers to join the their new programmes on Awin. For details on how to view your pending invitations, see Where can I find my advertiser programme invites?
To learn how to join new programmes, see How do I join an advertiser programme?
Why can’t I apply to new advertiser programmes on Awin?
As part of the ShareASale to Awin migration, some publisher accounts are still undergoing an additional review before they can apply to new advertiser programmes.
If this applies to you, you’ll see the following message when clicking Join: “As a new publisher on Awin, your account is currently under review. You'll receive an email once this is complete and can then partner with additional advertisers.”
If you see this message and would like to apply to additional programmes, click Contact Support below this article for assistance.
Note: Make sure to include your Awin Publisher ID in your request.
Understanding the changes:
ShareASale links are still tracking, but you may notice:
- 'sas-cts' appears in transaction exports
- 'sas-click' appears in clickref
- 'afftrack' now appears as clickref2
- Product links inactive for over a year may not track
Reporting timeline:
- Awin reports update once daily (not real-time)
- Transactions may take up to 24 hours to appear
- This is normal and expected behavior
Troubleshooting missing transactions:
- Wait 24-48 hours before reporting issues
- Verify the transaction date
To find out how to address missing transactions, see How can I report a missing sale?
For more information on some of the key differences between the Awin and ShareASale platforms, see Essential Awin tools and features for upgraded ShareASale publishers.
If you are awaiting payment after updating your payment details, including tax details, ensure your commissions were approved and paid by the advertiser.
- Tracked but not approved: The sale has been recorded but is awaiting validation by the advertiser. During the validation period, the advertiser can approve, reduce, or decline the transaction.
- Approved but uncleared: The advertiser has approved the sale, but Awin hasn’t yet received payment from the advertiser. Once the advertiser’s invoice is paid and cleared in Awin’s system, the transaction will move to Approved and cleared.
- Approved and cleared: The sale is approved and the advertiser’s payment has cleared with Awin. This amount is eligible for payout in the next scheduled payment run, provided your account setup and payment threshold requirements are met.
For more information, see Why haven't I received my payment: Troubleshooting Payment Delays.
Before contacting support, gather this information:
- Your ShareASale ID
- Your Awin account ID (if you have one)
- Screenshots of any error messages
- Specific description of the issue
- Steps you've already tried
Useful resources:
Contact information:
| Error Message | Most Likely Cause | Solution |
|---|
| ‘Unfortunately, we have been unable to create your account’ | Browser/form issues | Clear cache, try incognito mode, disable VPN/ad blockers |
| Can't find upgrade email | Account not eligible or email filtered | Check eligibility criteria, search spam folder, whitelist @awin.com |
| ‘Account suspended’ in ShareASale | Compliance violation | Contact ShareASale support directly |
| Payment shows ‘Awin Inc.’ but not in Awin account | ShareASale payment with new entity name | Check ShareASale account payment history |
| Missing transactions | Reporting delay or wrong platform |
Wait 24-48 hours, check correct platform based on transaction date
|
| “This link is inactive” | The link did not generate any clicks in the 12 months before the migration, and could not be upgraded. | Replace the inactive ShareASale links with Awin tracking links |
