Troubleshooting

Most problems related to using Yandex.Connect can be solved by the organization's administrator. This section provides recommendations for admins.
  1. I can't create a standalone mailbox
  2. I can't create a mailing list
  3. I can't log in to a team or department mailbox
  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. My emails don't reach the recipient or end up in the spam folder
  9. I can't remove the domain
  10. I can't access a website via its domain address
  11. I can't use Yandex.Connect services
  12. Problems accessing the company or domain
  13. The tips didn't help

I can't create a standalone 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.

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, make a team and set its email address.

I can't log in to a team or department mailbox

Teams and departments in Yandex.Connect don't have actual mailboxes. 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. Read more about searching for emails in the Help section 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.

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.

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 do it by using this service: http://www.digwebinterface.com. You can also try other dig utilities:

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

  2. Find 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's name in the Hostnames or IP addresses field (such as example.org.)

  2. Find 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. Find the field that says Hostnames or IP addresses and choose the subdomain that follows the format mail._domainkey.example.org (replace example.org with your domain's name).

  2. Find 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. Find the field that says Hostnames or IP addresses and choose the subdomain in the format mail.example.org (replace example.org with your domain's name).

  2. Find 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, the DNS records have been set up incorrectly. Configure them according to the following instructions: MX record, SPF record, DKIM signature, CNAME record.

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

If your domain hasn't expired and all the settings are in order, try visiting the Yandex.Mail Help page and looking for the issue in the Troubleshooting section.

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. To learn more about restrictions on sending emails and mailing list requirements, visit the Yandex.Mail Help page and read the Sending a lot of emails section.

If there were no excessive email exchanges on your part, try to identify the problem using the step-by-step guide in the I can't send emails section on the Yandex.Mail Help page.

I can't remove the domain

You can only remove non-primary or unapproved domains. To remove the primary domain, you first have to promote some other domain to the primary status.

You can't remove a yaconnect.com domain, because this is a technical domain that stores your organization's data. For instance, this will help if you forget to renew the registration of the primary domain.

  1. Log in to Yandex.Connect as an administrator.

  2. Choose the domain you want to remove.

  3. If you want to remove the primary domain, you first need to choose another domain to replace it. Open the settings page for another verified domain and select Set as primary.

  4. Click Delete on the domain settings page.

To learn more about managing domains, read the Domains section.

I can't access a website via 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 using the website of your DNS hosting provider. If you delegated your domain to Yandex servers, you can configure your A record via the Yandex.Connect DNS Editor.

I can't use Yandex.Connect services

You are probably logged in under the old administrator account used in Yandex.Mail for Domain (such as login@yandex.tld). You can't use this account with Yandex.Connect services, such as Wiki or Tracker. To be able to use the services, create an employee account for yourself. You can grant administrator rights to the account if necessary.

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 organization owner's login
  • If you linked your phone number to your account, or recently signed in to the 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 colleagues, try contacting them (e.g. via a social network). Perhaps they remember your address or can find your emails in their mailbox and tell you the address you sent them from.

I don't remember the organization owner's password

If you specified your real first and last names when signing up and linked your phone number to the account, 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 organization owner's account

If you can't recall the login or password you used to set up your company in Yandex.Connect, transfer the organization management rights to a new account:

  1. Register a new Yandex account.

  2. You have to confirm that you're the owner of the organization. To do this, fill in the access restoration form.

  3. Confirm that you own a domain using one of the methods outlined in the form.

If everything is in order, your new account will gain the organization owner status. All the company-related data will remain unchanged.

The tips didn't help

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