---
metadata:
- name: generator
content: Diplodoc Platform v5.52.0
alternate:
- https://yandex.com/support/direct/en/troubleshooting/access.md
- https://yandex.com/support/direct/ru/troubleshooting/access.md
- https://yandex.com/support/direct/tr/troubleshooting/access.md
- https://yandex.com/support/direct/zh/troubleshooting/access.md
- href: en/troubleshooting/access.md
type: text/markdown
title: Markdown version
- href: ../llms.txt
type: text/markdown
title: llms.txt
---
> **Documentation Index:** Fetch the complete configuration index at https://yandex.com/support/direct/en/llms.txt
# Access problems
## Access to a campaign {#forget}
If you don't have a campaign, use [another form](https://yandex.com/support/passport/troubleshooting/problems.html) to let us know about the issue you're experiencing.
{% list tabs %}
- I forgot my username
Try using the prompt on the access recovery page. In the **Username or email** field, a possible username will appear under **Perhaps...** if you logged into your account from the same computer recently.
If you couldn't recover access, write to us using the form at the bottom of the page. Be sure to include your campaign number and any other information that can help us identify you in the system, such as document numbers for paid invoices, issued certificates of services rendered, or universal transfer documents.
- I forgot my password
The quickest and easiest way to restore access to your campaign is using automatic password recovery. Follow the link [Forgot your password?](https://passport.yandex.com/passport?mode=restore) and select one of the proposed access recovery options. For example, answer the security question you provided when you registered.
If you are unable to restore access the first time you try, you might try writing the answer to the security question in different ways or switching your keyboard language. You can also use other recovery methods such as having a message sent to an alternative email address or via SMS to your mobile phone. These options are only available, however, if you previously enabled them in your account settings.
If you are sure that you did everything correctly, but still can't log into your account, fill out the form on the «[I forgot my password](https://yandex.com/support/passport/troubleshooting/forgot-password.html)» page.
{% endlist %}
#### Transfer campaigns to a different username {#transfer}
In some cases we can move your campaigns to a different username if we can't restore access to your account. To do this, everyone who paid for the campaigns must write an official statement and send or deliver their originals (not copies) to the following address: 119021, Moscow, ul. Lva Tolstogo, 16, Yandex LLC (Commercial department).
The official statement can take any form, but must contain certain mandatory information.
{% list tabs %}
- Individuals
- Payer's full name and passport information
- Campaign numbers.
- Reasons for the account transfer
- New login to transfer the campaign to (there should be no other campaigns under this login).
- Document numbers for several previously paid invoices and recent certificates of services rendered or universal transfer documents.
The statement should be signed by the payer. If the payer intends to visit the office in person, they must bring their passport. If the payer sends their statement by mail, their signature must be notarized.
- Legal entities
- Name and TIN of the organization that made the payment
- Campaign numbers.
- Reasons for the account transfer
- New login to transfer the campaign to (there should be no other campaigns under this login).
- Document numbers for several previously paid invoices and recent certificates of services rendered or universal transfer documents.
The statement must be signed by the director and affixed with the company seal.
{% endlist %}
Before sending the originals, please send us scanned copies of the statements using the feedback form so we can check them.
{% cut "I want to transfer my campaigns to a different username" %}
{% endcut %}
## Access to the Yandex Direct interface {#blocked}
If you couldn't access any page in the Yandex Direct interface, write to us using the form at the bottom of the page.
{% note alert %}
Our customer service department can only help you with the campaigns created under the same username you use to contact us. You can check your username by opening [ya.ru](http://ya.ru/) in another browser tab. Our team can access your data only when processing your request.
{% endnote %}
## Access to campaign management using XLS {#xls}
If you see the message **Access to the interface for working with files with tabular formats is temporarily suspended** in the campaign interface, try doing the following:
- turn off browser incognito mode and other apps blocking cookies
- try to use the service in a different browser
If these recommendations didn't help, please contact us.
#### Have questions? {#questions}
{% note alert %}
Our customer support can only assist you with campaigns linked to the username you are contacting us from. You can check your username by opening [ya.ru](http://ya.ru/) in another browser tab. Our team can access your data only when processing your request.
{% endnote %}
Scan the QR code or tap it to follow the link.
If you select Telegram or WhatsApp, keep in mind that Yandex does not control and is not liable for how third-party messengers store your data and chat history.
{% cut "Call" %}
You can contact us from 10:00 to 19:00 (UTC+3) by phone:
**Moscow**: [+7 495 139-91-93](tel:+74951399193)
**Russia**: [8 (800) 700-47-45](tel:88007004745) (toll-free within Russia)
To access campaigns, the customer service specialist will need your [PIN](https://yandex.com/support/direct/en/troubleshooting/pin-code.md).
{% endcut %}
{% cut "Leave a message" %}
{% endcut %}
