Troubleshooting Partner Network

Learn how to troubleshoot your Partner Network account.

Troubleshoot your Partner Network Registration

If your registration was denied, we’ll send you a notification to the email address you used in the registration form explaining the reason for denial and the actions required before you reapply.

Frequent rejection reasons:

Unrelated Email Domain: The email used to register doesn't contain a domain that matches your company name or website.
Duplicate: The company you're trying to register already has a valid Partner Network account. We recommend checking within your company who registered to the Partner Network and request to be added as a user.
Invalid Business Registration: Companies must have a valid business registration within your country of origin.
Invalid Country: Your company must be incorporated in one of our supported countries. You can find the countries we support in the Partner Network.
Invalid Website: We require your company have a valid website. An invalid website is considered one that fails to load, opens a login/sign-in page, or the domain isn't registered.
Website or company name couldn’t be confirmed: Review your application and confirm that the company name and website URL provided are related to each other. For example: Amazon Go and amazon.com match. If your company name and website name differ, you must provide an online resource that confirms the connection. You can provide these details in the comment section when resubmitting your Partner Network application.
Website doesn’t load/exist: You may provide a valid link and resubmit your registration application for review. We'll review for eligibility within 72 hours.
Can’t find my business registration number: Your local, state, or federal government issues your business registration numbers. You can find it on the legal document of your incorporated business.
My business doesn’t have a physical address: You can use the physical address of your legal entity.
Accidentally deleted my registration: If you accidentally delete a registration, you can submit a new Partner Network registration for your business. It will be treated as if you never started a registration previously, therefore all the application steps remain the same.
Company details have changed: If your company details have changed for any reason, you'll need to contact us to get the details adjusted. Please provide your requested changes (from x to y) and your reason for the change.

You can also review the denial reasons on the Partner Network registration status page. Once you’ve addressed what caused the denial, you may resubmit your application for review.

We changed our company legal name and website domain. How do we reflect this change in our Partner Network account?

To change your company’s legal name/website associated to your Partner Network account, admin users on your Partner Network account should follow these steps:

Sign in to your Partner Network account.
In the Partner Network homepage, next to your company name, select Edit.
In the proposed section, enter your new company name, website domain, and proof of change. To help Partner Network validate the change you're requesting, please provide supporting evidence such as a website URL or email domain that establishes a connection between your previous company name/website domain and the new one. Without sufficient information, your request may be rejected or experience delays in processing.
Select Submit.
If the requested changes are approved, admins of your account will receive an email confirming the change.
If the requested changes are rejected, admins of your account will receive an email including the rejection reasons and will have the ability to re-submit the requested changes.

To incorporate these changes to your partner directory listing, refer to the Partner Directory: Publishing help center article.

How long will it take for my requested company name/website domain change to be reviewed?

Our standard SLA to review requests is within 72 hours of submission.

Will changing my company name/website domain automatically change my partner directory listing?

No, changing your company legal name/website domain won't automatically change the name displayed in your partner directory listing. To update your directory listing, please refer to the publishing your directory listing help article.

Troubleshoot your account users

Solve common issues with your account users.

What is the "Custom-Editor" access control?

Custom - Editor is a legacy permission for former developers. This role allows you access and submit the Amazon Ads API registration form and link/unlink applications. Admins can't assign new or existing users to this role, as it’s a legacy permission.

Why was I assigned the "Custom-Editor" access control?

Custom - Editor is a legacy permission for users who previously held the ‘developer’ role. This role allows you access and submit the Amazon Ads API registration form and link/unlink applications. New users who require at least this level of functionality, can be added as an Admin, which comes with additional functionality. Admins can't assign new or existing users to this role.

How can I remove the "Custom-Editor" permission from users on my account?

To change access controls, you must have admin access on your account. If you have admin access, you can change a user's credentials by following these steps:

Navigate to Account access & settings under the Administration menu.
On the Users tab, find the user you’d like to make changes to.
In the Actions column, select Change permission from the drop-down bar and choose the desired access level for the user.
Save your changes on the top right of the page.

Troubleshoot your linked advertisers

Solve common issues with your account.

I can’t add my other existing manager accounts to my Partner Network account:

At this time, you can't merge accounts and your Partner Network account may only have 1 manager account connected to it. You have 2 options that you can consider if this is the case:

Add all of your remaining advertising accounts manually to your existing Partner Network account through the manage advertisers tab.
If you would rather have one of your other existing manager accounts linked to your Partner Network account, you may contact us and we can disable your existing Partner Network account. Then you may reapply to the Partner Network with the email connected to your preferred manager account and link that single account at the registration form stage.

We changed our company legal name and website domain. How do we reflect this change in our Partner Network account?

To change your company’s legal name/website associated to your Partner Network account, admin users on your Partner Network account should follow these steps:

Sign in to your Partner Network account.
In the Partner Network homepage, next to your company name, select Edit.
In the proposed section, enter your new company name, website domain, and proof of change.
1. To help Partner Network validate the change you're requesting, please provide supporting evidence such as a website URL or email domain that establishes a connection between your previous company name/website domain and the new one. Without sufficient information, your request may be rejected or experience delays in processing.
Select Submit.
If the requested changes are approved, admins of your account will receive an email confirming the change.
If the requested changes are rejected, admins of your account will receive an email including the rejection reasons and will have the ability to re-submit the requested changes.

To incorporate these changes to your partner directory listing, refer to the Partner Directory: Publishing help center article.

How long will it take for my requested change to be reviewed?

Our standard SLA to review requests is within 72 hours of submission.

Will changing my company name/website domain automatically change my partner directory listing?

No, changing your company legal name/website domain won't automatically change the name displayed in your partner directory listing. To update your directory listing, please refer to the Partner Directory: Publishing help center article.

Troubleshoot the Amazon Ads API

Solve common issues with the Amazon Ads API

I was denied access to the Amazon Ads API. How do I appeal?

To appeal your denial, you must review the Amazon email sent sharing the reason you were denied and instructions to resolve the issues. In certain cases, we might not grant access to the API even after an appeal. We encourage you to review our Data Policy before appealing to ensure you’re in compliance with our terms and conditions. If you need support, you can contact us through your JIRA support account.

I already have access to Amazon Ads APIs through a different account. How do I get access to the API without re-applying?

To get API access:

Navigate to Account access & settings under the Administration menu.
On the Users tab, select Invite user.
Invite the account that you used to get API access as a user. Enter the name and email of the new member, then select Admin as the access control and click Send invite. Please confirm you're inviting the email address that previously obtained API access.
The account you added as an admin will need to sign in with the email address you sent the invite to and that they previously obtained API access through.
Once signed in, you can link API access through the Amazon Ads API tab by selecting Link application.
Note: Only signed-in users with admin access in both the Partner Network and LWA app are eligible to conduct this step.

I need Amazon Ads API support. Who can I contact?

For technical support, have an admin of your Partner Network account contact us through JIRA support. Using the email that registered for API access will give you access to the JIRA support account as one was created when you initially registered.

Troubleshoot your partner directory listing

Solve common issues with your partner directory listing.

Listing rejections

If your directory listing has been rejected, it’s likely due to having violated the Amazon marketing guidelines. We encourage you to review these guidelines and the below help content to make sure your directory listing gets approved as soon as possible.

My directory listing was denied because my website has claims or endorsements that couldn't be verified

Unsubstantiated claims are considered:

Stating an exclusive relationship with Amazon.
Stating a specific position, rank, or rating in regard to the Amazon related services you offer.
Guaranteeing or promising outcomes to customers on the Amazon related services you offer.
Stating employees have been previously/currently employed/hired/recruited by Amazon.

We ask you remove any unsubstantiated claims on your website to ensure all claims and endorsements mentioned can be verified. After doing so, you may resubmit your directory listing for review.

My directory listing was denied because I was using a logo owned by Amazon on my website or the tools mentioned are proprietary to Amazon. What should I do?

Any use of an Amazon owned logo is against the Amazon trademark policy and you'll need to remove the infringing logo. Once removed, you may resubmit your directory listing for review.

My directory listing was denied because the logo that I submitted doesn't match the logo on my website. What should I do?

A logo matching your website is required. To submit a new logo, please follow this three-step process:

Sign in to your Partner Network account and navigate to the Directory Listing tab.
Select Edit company logo.
Select Choose file and upload the corrected logo, matching your company's website. Then click Submit for review.

My directory listing was denied because Amazon couldn't validate my company’s advertising services from our website. How can I correct this?

We aren't able to see any advertising services that are related to the Partner Network offering on your website. Partner Network is focused on these Amazon Ads services. It’s beneficial for us to validate your products and services as these may affect your ranking within the partner directory.

My listing was denied because the contact URL that I provided doesn't work. What should I do?

If your listing was rejected due to the contact URL not working, please confirm that the link you submitted leads to a working contact us page on your website (same domain and functional). In addition, ensure that the page isn't gated and doesn’t require a user to sign in.

Example: Our Amazon website URL vs contact URL.

How do I find my Partner Network account ID?

Navigate to the Manager Accounts list and look for the ID field below your Partner Network account name.

I don’t see my listing in the partner directory. How do I find it?

If your listing has been approved, it’s in the partner directory. You may access your listing directly at: https://advertising.amazon.com/partners/directory/details/ network account ID. This link is unique and can be used for marketing and business development purposes. Additionally, confirm you're viewing the directory in the language you submitted your listing in by selecting the correct language from the drop-down in the lower navigation menu of the site.

My company offers services that extend beyond advertising. Can I mention those in my directory listing description?

Yes, your company may include content you feel best represents your business in the directory listing description as long as it adheres to the Partner Network Terms & Conditions and the Amazon Ads marketing guidelines. Please be advised that all aspects of your directory listing will be reviewed prior to it being published.

Troubleshoot your verified partner status

Find answers to the most common verified partner status questions.

How can I see if I'm meeting the verified partner status criteria?

The admin of your account can visit the Partner Network homepage to see the actions your company must complete to achieve verified partner status.
If the verified partner status tracker indicates In review, this means you've completed all the required actions and your Partner Network account is currently being reviewed by our team. We update the verified partner status on a bi-weekly basis. If you haven't received your status after 2 weeks, please contact us.

I used to have verified partner status but I no longer see the badge in my account:

Partners retain verified status as long as their account continues to meet the qualification criteria. We update the verified partner status on a bi-weekly basis.

I’m a verified partner and I’d like to also obtain the advanced partner status

Partners can only have 1 status at a time and can only use 1 badge at a time. Please see the Amazon Ads marketing guidelines for complete details.

Verified partners that meet the advanced partner status criteria will be upgraded to advanced status. To learn more about advanced partners, please visit our advanced partner status help page.

Are product verification checkmarks the same as verified status? If I have a verification checkmark, do I have status?

No, product verification checkmarks recognize partners for using specific ad products, but don’t automatically grant a status to a partner. Verified partner status is product agnostic and requires partners take multiple actions in the Partner Network, including linking advertisers, users, and creating a partner directory listing.

Is the verified partner badge available in other languages?

Not at this time. If you would like to see this feature added, you can suggest it by contacting us.

Is verified partner status country-specific?

No, there's no geography component of the verified partner status.

Troubleshoot your advanced partner status

Find answers to the most common advanced partner status questions.

How are partner-led investments determined?

Partner-led investments are determined by calculating the advertisers’ activity linked to your Partner Network account. To ensure accurate calculations, partners should link all of their advertisers. You can link your advertisers through your Login with Amazon application or the Partner Network UI.

Why is linking advertisers important?

Linking advertisers is a key step in helping you qualify for verified or advanced partner status, which provides access to other benefits such as: sponsorship opportunities, partner awards eligibility, the leads program, and more. Linking advertisers allows us to confirm product adoption and partner-led investments for the sponsored ads and Amazon DSP advanced partner status tracks. Failure to link all your advertisers could impact your progress towards status and your access to partner benefits.

How does company type impact advanced status?

We compare partners against the same type of company so we have different tracks for agencies and tool providers to achieve advanced status. Your classification will be determined based on the company type you select for your partner directory listing. Both agencies and tool providers awarded advanced status receive the same advanced status benefits and use the same advanced status badge.

How long does the advanced partner status last?

Once awarded, advanced partner status lasts for 1 year, as long as you're compliant with Amazon Ads program policies. After 1 year, you're automatically subject to a review for renewal.

How often is my company evaluated for advanced partner status qualification?

We evaluate partners on a weekly basis.

Is the advanced partner badge available in other languages?

Not at this time. If you would like to see this feature added, you can suggest it by contacting us.

What’s the timeframe that you consider for partner-led investments?

Any partner that achieves the standard, based on the trailing 12 months of investments, can qualify for advanced partner status if they meet all other criteria. We check trailing 12 months investments for partners on a weekly basis.

Do advanced partners get different badges for each track (sponsored ads and Amazon DSP)?

No, the badge is the same for both tracks.

Do advanced partners get different badges for each company type?

No, the badge is the same across company types.

Do advanced partners get different badges for each locale they qualify in?

No, the badge is the same across locales.

Does a partner have to qualify across all locales to get advanced partner status?

No, partners that meet the partner-led investments criteria in 1 locale can qualify for advanced partner status, if they meet other criteria.

Does a partner have to qualify in the country where they're based?

No, partners can qualify based on partner-led investments generated in any of the countries we support, regardless of where the partner is based or has offices.