Solutions to common problems
Errors in the game
The game won't open
- Check if other sites or games are opening. If not, check your internet connection.
- Disable ad blockers. Your antivirus may be blocking the game, but you shouldn't disable it.
- Check the game in another browser. If it doesn't open anywhere, contact the game developer.
- Turn on Incognito mode.
- Clear the cache and cookies.
If the problem persists, contact us via the form. Specify the name of the game that won't open. If possible, attach a screenshot of the error and other details that will help us sort out the problem faster.
Error in the game, the game crashes
I can't progress to the next level, progress stopped
Report the problem via the form, specify the name of the game and your username.
My achievements disappeared
Some games don't save your progress. If you're sure this game should be saving your progress:
- Make sure you are logged in to your Yandex ID.
- Make sure you haven't cleared the cache.
- Disable temporary file cleaners (for example, CCleaner).
If you couldn't solve the problem, contact us via the form, specify the name of the game and your username.
The game doesn't download and doesn't work offline
You can't download games: they are only available in the browser. If you're offline, games won't work properly.
The game slows down, freezes, crashes
Try one of the following ways to solve the problem:
Antiviruses may also block the game.
Questions about the game
Continue playing on another device
If your progress is saved on the server, you can continue playing the game on another device. Some games don't save your progress.
I want to find a game but can't remember the name
If you can't remember the name of the game or can't find it through the search, look in Your games. It shows up to 15 latest games you played.
Payments and winnings
I can't collect my winnings
The points you get in the game are virtual. You can't sell, exchange, or withdraw them to your bank card.
Payment failed, I didn't receive the points
Report the problem via the form. Enter the name of the game and your username. Attach a screenshot of the transaction receipt that shows the exact amount, date, and time of payment. The electronic receipt is sent to the email address you specified.
In-game ads
Remove in-game ads
We try to place ads in such a way that they don't interfere with your gaming experience. However, we can't remove ads completely: the revenue we get from advertising allows us to maintain and develop the service, while you can enjoy Yandex Games for free.
If you find that ads interfere with the game (slow it down or overlap with action buttons), report the problem via the form and attach a screenshot to illustrate the situation.
To learn how to take a screenshot, go to Help.
You can disable ads in all games and the catalog for 24 hours using one of the following methods:
Note
Disabling ads for 24 hours costs 20 yans, and 10 yans if you have a Yandex Plus subscription.
From the game
- Launch the game.
- Click
From your game profile
- Go to Yandex Games.
- In the upper-right corner, click
- In the Disable ads section, click Disable ads.
Report an ad unit
To report inappropriate content in ad units or incorrect ad unit settings, use the Yandex Advertising Network feedback form.
In-game content
Report game content
If you believe that a game may violate the rules of our service or Russian law, contact us using the feedback form.