If you want to investigate a payment you haven’t received yet, log in to the Awin platform and try the following steps to troubleshoot the issue:
Confirm transaction status
You can only receive a payment that has reached the ‘Approved & Cleared’ stage of the payment process. To confirm you are due a payment, log in to your Awin account and do the following:
- Go to your Dashboard and review your ‘Approved & Cleared’ balance on the left of the page. The total amount you are due to be paid is shown here.
- To confirm if you’ve been paid the approved and cleared funds in your account, check if you’ve received an invoice by going to Report > Payment > History.
For more information, see How can I access self-billing invoices?
If your funds are under ‘Approved & Uncleared’, you need to wait for the balance to clear. You can check the advertiser’s traffic light status to see if payment clearing delays are likely. To learn more, see What does the Traffic Light in the Advertiser Payment Status mean?
For more details, see Why haven't I been paid out yet? (Advertiser Payment Delays).
Review your payment details
To ensure you get paid on time your tax and bank details must be accurate and complete. Awin only processes payments once the total amount reaches your pre-defined payment threshold.
To learn more about viewing and updating your payment details, seeHow do I update my payment details?
For more details on payment thresholds, see What are the payment thresholds?
Review payment processing time
The payment method can impact how long it takes for funds to reach your bank account. For more information on payment times, see: How long does it take for the payment to reach my bank account?
Failed payment
If you have completed the checks above and still have not received your payment, it is possible that the payment has failed. For more information, see: Failed Payments – Publisher FAQs.
When to contact the Partner Success Team
If you have a self-billing invoice for a transaction and have not received payment five business days after the payment date, contact the Partner Success team using the Contact Us link below.
For more information about payment dates, see When will I receive payment?
