Troubleshooting

  1. I can't create a mailbox
  2. I can't find the list of mailboxes hosted on a domain
  3. I can't receive and send emails from the mailbox hosted on my domain
  4. My emails don't reach the recipient or end up in the spam folder
  5. I can't remove a domain
  6. I can't access a website from its domain address
  7. Problems accessing the company or domain
  8. The recommendations didn't help

I can't create a mailbox

To create a mailbox, add a new employee account.

If you can't add employees, make sure that the domain is connected to your company and verified.

I can't find the list of mailboxes hosted on a domain

In Yandex.Mail for Business, mailboxes are linked to employee accounts. You can view the list of employees on the Users page.

I can't receive and send emails from the mailbox hosted on my domain

Most Yandex.Mail issues have to do with incorrect mail domain settings. Make sure that the domain is set up correctly:

Step 1. Check the domain registration date

You can check your domain's registration date by using any WHOIS service, such as https://www.whois.com:

  1. Go to the WHOIS service page.

  2. Enter your domain name in the search box, like example.org.

  3. Make sure the date specified in the Expires On: line hasn't been reached yet.

If the domain expired, contact your registrar to renew it.

Step 2. Check your domain's DNS records

Make sure the DNS records are configured correctly. You can do this using http://www.digwebinterface.com or any other dig utility:

MX record
  1. Specify your domain name (such as example.org) in the Hostnames or IP addresses field.

  2. In the Type field, select MX and click Dig.

  3. The response should look like this:

    example.org.		20755	IN	MX	10 mx.yandex.net.
SPF record
  1. Specify your domain name (such as example.org) in the Hostnames or IP addresses field.

  2. In the Type field, select TXT and click Dig.

  3. The response should look like this:

    example.org. 21600 IN TXT "v=spf1 redirect=_spf.yandex.net"

    or

    example.org. 21600 IN TXT "v=spf1 ip4:IP-1 ip4:IP-2 ip4:IP-3 include:_spf.yandex.net ~all"
DKIM signature
  1. In the Hostnames or IP addresses field, choose the subdomain that looks like mail._domainkey.example.org (where example.org is your domain name).

  2. In the Type field, select TXT and click Dig.

  3. The response should look like this:

    mail._domainkey.example.org. 21599 IN TXT "v=DKIM1\; k=rsa\; t=s\; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQDlk+IUXTHUIumVpG1S0vwFuwO9AC2aRrJj21MLj7xvO0Brys/fDxOTaFsoVsA2/t9mcxf1kqx/bCsEvJiiOUUw5eihQefcY7xJoeruJK/o+IKU2dTO9OOPfSyqGLuQ+v/DMJRjhz73XOpkPOpPwLhQKhvBLNM2TCxPqCL0E42/7wIDAQAB"
CNAME record
  1. In the Hostnames or IP addresses field, choose the subdomain that looks like mail.example.org (where example.org is your domain name).

  2. In the Type field, select TXT and click Dig.

  3. The response should look like this:

    mail.example.org. 21599 IN CNAME domain.mail.yandex.net.

If the server doesn't respond, the response doesn't match the request, or it contains too many records, it means the DNS records weren't properly configured. Configure them following the instructions: MX record, SPF record, DKIM signature, CNAME record.

Attention. Wait 72 hours before checking the DNS records again. DNS servers need this time to update their record data.

If your domain registration hasn't expired and all the settings are correct, go to Help for Yandex.Mail and look for the issue under Troubleshooting.

My emails don't reach the recipient or end up in the spam folder

If you send too many emails from your mailbox, the Yandex.Mail security system may mistake your emails for spam and stop you from sending them. To learn more about outgoing email limits and requirements for mailing lists, go to Sending a large number of messages in Yandex.Mail Help.

If you didn't send any mass email messages, try to identify the problem using the step-by-step guide in Yandex.Mail Help under I can't send email.

I can't remove a domain

You can only remove domains that aren't verified or the primary domain. To remove the primary domain, you first have to set another domain as primary.

You can't remove a domain like yaconnect.com, because this is a technical domain that helps stores your company data. This is helpful if you forget to renew the registration of the primary domain.

To learn more about managing domains, see Manage domains.

I can't access a website from its domain address

If you want your domain address to redirect users to a website, you need to set up an A record for your domain.

You can configure your A record on your DNS hosting provider's website. If you delegated your domain to Yandex servers, you can configure your A record from the DNS editor in Yandex.Connect.

Problems accessing the company or domain

If you lose access to the company owner account, you can try to restore it yourself.

I don't remember the company owner's login
  • If you linked your phone number to your account or recently signed in to your account using the same computer and web browser, open the Restore login page and follow the instructions.

  • If you used this address to message your friends, family, or coworkers, try contacting them another way, such as over social media. They may remember your address or find email from you in their mailboxes and tell you the address they were sent from.

I don't remember the company owner's password

If you entered your real first and last name when you created the account and linked your phone number to it, open the Restore password page and follow the instructions.

If you see a message saying that the email or phone number you entered is incorrect, check for typos. If your phone number was entered correctly but is still not recognized, try to remember whether there are other email addresses or phone numbers you may have linked to your account instead.

I can't restore the company owner's account

If you can't remember the username or password from the account you used to create the company in Yandex.Connect, restore access to it from another account:

  1. Register a new Yandex account.

  2. Verify that you are the true owner of the company. To do this, fill in the access recovery form.

  3. Verify ownership of the domain using one of the methods suggested in the form.

If you followed all these steps correctly, company rights are transferred to your new account. All company-related data remains unchanged.

The recommendations didn't help

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