Two-Step Verification (2SV) helps protect your Awin account by adding an extra layer of security. Use this troubleshooting guide to resolve common issues when setting up 2SV or signing in.
Important: Two-step verification is mandatory for accessing or updating sensitive information in your Awin account, such as tax and payment details.
Common 2SV issues
Use the table below to go directly to the relevant section.
If you haven’t received the two-step verification email, this may mean that the email is in another folder, blocked by your email provider, or sent to a different email address.
To resolve this issue:
- Make sure you're checking the same email address you use to sign in to your Awin account.
- Check your Spam, Junk, or Promotions folders.
- Add no-reply@awin.com to your safe sender list.
- Wait for the 120-second timer to expire, then select Send email again.
I see a “recovery code is missing” message
This message usually appears when the authenticator code you entered doesn’t match the 2SV setup for your Awin account. This can happen if you're using an authenticator entry linked to a different email address, or the existing authenticator connection is no longer valid.
To resolve this:
- Check that you're using the authenticator entry associated with the email address you use to sign in to Awin.
- If the issue persists, click Contact support at the bottom of this page. After verifying your identity, the Partner Success team will remove the existing 2SV connection so you can set it up again.
I don’t have access to my authenticator app
This can happen if you have changed your phone or removed the authenticator app.
Before requesting a reset:
- Check whether your authenticator app has an Awin entry.
- Check your inbox for the original identity verification email confirming that 2SV was enabled.
If you can’t access your authenticator app, click Contact support and include at least two of the following details from your publisher account:
- Account registration date
- Postal code or telephone number
- Street name
- Website
- Amount of the last payment
After your identity has been verified, the Partner Success team can disable 2SV. You will need to reactivate it the next time you log in.
Note: The deactivation request must come from the email address registered to your publisher account.
For 2SV setup instructions, see How to activate and deactivate two-step verification.
The “Link has already been used” error message may occur when email security software opens the verification link before you did, which expires the link before it can be used.
To resolve this, try one of the following methods:
- Open the verification email and select Mark as safe, then request a new verification email.
- Without opening the original email, forward it to another email address and open it there instead.
Your Payment Details contain sensitive account information, which requires two-step verification. If you haven’t enabled the 2SV, the page cannot be viewed and you will see an error message.
If you've already enabled 2SV but still can't access the page:
- Log out of your Awin account and log in again.
- Clear your browser's cache and cookies.
If you're still unable to access your account after following the steps in this guide, click Contact support below this article.
In your request, make sure to include at least two of the following details from your publisher account for verification:
- Postal code
- Telephone number
- Website
- Street name
- Account registration date
