This article explains the different ways advertisers can find help in the new Awin platform. You will learn of our online resources, when to contact support, and the features in the contact support form. A link to watch a walkthrough demo is included at the end to guide you through the process.
A step before contacting support
You now have more tools than ever to quickly find the help they need. These options are designed to help you resolve questions on your own and keep your program running smoothly.
Ava, Awin’s virtual assistant
Ava is available 24/7 and is the fastest way to:
Search for information
Navigate the platform
Complete everyday tasks
You can start a conversation with Ava using the Need help? Ask Ava button.
Visit the help center
Our help center offers:
How-to articles
Best practice guides
Release notes
How-to video
If you are looking for quick answers, this is the best place to begin.
When to use the support form
This form is intended for advertisers who do not have a dedicated Awin team.
If you work with an account manager, please reach out to them directly for support.
If you still need help after you have checked Ava and the help center, please use the contact form.
How to raise a support case
In the new Awin, navigate to (?) icon in the top menu.
Under the Support tab, click Get support.
When submitting your request, you will be asked to:
Select the correct category and subcategory.
Describe the issue in detail.
Attach any files that help explain the problem.
Providing clear information helps our team resolve your case more quickly.
Note
Explore our step-by-step walkthrough demo to guide you on how to do that.
Helpful features in the support form
Manage who receives case updates
You can now choose who should be notified about your request.
You can:
Add up to five email addresses.
Edit or remove recipients at any time.
Add an optional CC email.
These contacts will only receive updates for this specific case.
My tickets
The My tickets tab brings all your support requests together. You can view:
Case IDs
Current statuses
All open and past requests
This tab is designed for quick monitoring and doesn’t replace your conversations with our support team.
Need support or have a question? If you have a dedicated Awin contact, please reach out to them. If not, you can get in touch with our support team by filling out the contact form.