Access problems

Access to ad campaign

Attention.

Please note that you can only use this form to regain access to Yandex.Direct ad campaigns.

If you don't have an advertising campaign, use another form to let us know about the issue you're experiencing.

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 are unable to restore access, please use the form below to let us know. Make sure to include your campaign number and any other information which can help identify you in the system (for example, numbers of paid invoices or statements issued).

Transfer campaigns to a different username

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 advertising campaign must write an official statement and send or deliver the original (i.e. not a copy) to the address: 119021, Moscow, ulitsa Lva Tolstogo 16, “Yandex” (Commercial department).

The official statement can take any form, but must contain certain mandatory information.

  • Payer's full name and passport information
  • Ad campaign numbers
  • Reasons for the account transfer
  • New username to transfer the campaign to (there should be no other ad campaigns under this username)
  • Numbers from several previously paid bills and financial documents (Acts).

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.

Before sending the originals, please send us scanned copies of the statements using the feedback form so we can check them.

Access to the Yandex.Direct interface

If you can't log in to a Direct interface page, please fill out the form:

Attention. The specialists of the client service Department can only advise you on advertising campaigns of the username from which you write. The username can be seen in the upper right corner of the screen. The specialist will only get access to your data when processing the request.

Access to the interface in Yandex units

Yandex.Direct no longer supports units. We have blocked access to accounts that didn't switch to using a payment currency. To continue working, you need to create a new username and transfer the campaign to it.

You can view the account balance in Balance. You cannot transfer the remaining balance to a new username, but you can get a refund.

Access to campaign management using XLS

If you see the message Access to the interface for working with files with tabular formats is temporarily suspended in the ad campaign interface, try the following:

Attention. The specialists of the client service Department can only advise you on advertising campaigns of the username from which you write. The username can be seen in the upper right corner of the screen. The specialist will only get access to your data when processing the request.