Troubleshooting issues with Mail

Important. This section provides recommendations for admins. If you're a Yandex.Mail user and you're experiencing issues with the platform:
  1. I can't create a mailbox
  2. I can't create a mailing list
  3. I can't send an email on behalf of a department or team
  4. I can't find the list of mailboxes hosted on a domain
  5. I see a mailbox named all@yourdomain.com in the list. What is it for?
  6. I can't change my mailbox password
  7. I can't receive and send emails from the mailbox hosted on my domain
  8. I can't send emails from an email client
  9. My emails don't reach the recipient or end up in the spam folder
  10. The tips didn't help

I can't create a mailbox

All mailboxes in Yandex.Connect are linked to employee accounts. To create a new mailbox, first create a new account for one of your employees.

Employee accounts are always created on the primary domain. When adding an alias domain, employees receive an additional email address linked to their account hosted on the primary domain.

If this feature is not available and you can't add employees, make sure you linked a domain to your company and confirmed it.

I can't create a mailing list

Yandex.Connect mailing lists are shared mailbox addresses used by departments or teams. To create a mailing list, add a department or a team and set their email address.

I can't send an email on behalf of a department or team

Teams and departments in Yandex.Connect don't have actual mailboxes. Therefore, it is not possible to log in to the mailbox of a department or team and send emails on their behalf. You can only send emails from an employee mailbox.

Team and department email addresses are used simply as mailing lists. If you send an email to such an address, everyone from its respective team or department will get a copy of your email.

To find all emails from a specific mailing list, open your mailbox and enter the mailing list address into the search box. You can learn more about searching for emails in the Help for Yandex.Mail.

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

All mailboxes in Yandex.Connect are linked to employee accounts. You can view the list of employees in People and All employees (accessible by administrators only).

I see a mailbox named all@yourdomain.com in the list. What is it for?

An address like all@yourdomain.com is a general mailing list for your entire organization. This mailing list does not have a separate mailbox. All employees of your organization will receive the messages that are sent to the general mailing list.

You can change the mailing list address in the organization profile.

I can't change my mailbox password

In Yandex.Connect, all mailboxes are linked to employee accounts. To change an employee's password:

  1. Make sure that you are logged in as the admin in Yandex.Connect.

  2. Go to the All employees page.

  3. Select an employee from the list.

  4. In the employee profile, click  → Change password.

  5. Set the password and save your changes.

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

Most of the issues with Yandex.Mail are related to 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 available WHOIS service, such as https://www.whois.com:

  1. Go to the WHOIS service page.

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

  3. Make sure the date in the Expires On: line has not yet been reached.

If your domain has 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 use this service to check: http://www.digwebinterface.com. You can also try other dig utilities.

If your domain hasn't expired and all the settings are correct, look up your situation in Yandex.Mail Help under Troubleshooting.

I can't send emails from an email client

How you may encounter the issue:

  • The client doesn't send or receive emails.
  • You get error messages, such as:

    “No connection to server”.

    “Authentication required”.

    “Sender address rejected: Access denied”.

    “Send auth command first”.

    “Sender address rejected: not owned by auth user”.

    “Login failure or POP3 disabled”.

Try logging in to the Yandex.Mail web interface with the same username and password you use in the client.

If you can log in without any errors, it means you haven't accepted the terms of the Yandex User Agreement. You automatically accept the terms when you first log in to the Yandex.Mail web interface.

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 more emails. For more information on restrictions on the number of emails you can send, see Restrictions on sending emails.

If you didn't send out mass mailings:

The tips didn't help

If you didn't find a solution here, please contact support.

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