Troubleshooting

The Yandex.Mail website won't open

Make sure you have internet access (the Yandex.Mail website doesn't open when you're offline):

  • Are you connected to a mobile network?
  • Do you have sufficient phone credit?
  • Can you use another internet connection, like Wi-Fi?

Also make sure the website address is entered correctly.

How do I change my password?

To change your password, do the following:

  1. Tap Settings in the lower right corner of the page.
  2. Follow the Change password link.
  3. Enter your old and new password, and the characters from the image.
  4. Tap Save.

I forgot my password. What do I do?

You can recover your forgotten password on the access recovery page.

I forgot my login. What do I do?

If you forgot your username, try to use the tip on the access recovery page. The tip can help if you recently accessed your Yandex account on the same mobile phone.

Also, try to reach out to people you have corresponded with — your recipients might remind you which email address you emailed them from.

Messages have disappeared from the mailbox

If you accidentally deleted your messages, or your messages have disappeared, try searching for them in the Trash folder (messages in this folder are available for 7 days after being deleted). To recover your email, do the following:

  1. Go to the Trash folder.
  2. Select the messages you want to recover.
  3. Tap More → Move to folder.
  4. Select a destination folder for these messages.
  5. Tap Apply.

If you can't find your missing messages in the Deleted folder, it means they can't be recovered.

If you didn't delete the messages, follow these steps:

  1. View your session history. Go to the full version of Yandex.Mail to view the information about your mailbox activity over the last week. It's available in the session history.
    Примечание. To switch to the full version of Yandex.Mail, tap Full version in the lower left corner of the page. To return to Yandex.Mail for mobile, tap Light version at bottom of the page.
  2. Change your password on the Yandex.Passport page. Make sure you comply with the email security rules.
  3. Make sure you're not using any apps that can delete emails. If you have a program that uses the POP3 protocol installed on your smartphone, configure it to keep copies of all downloaded messages on the server.

I'm not receiving notifications from a social network or online forum

If you didn't receive a confirmation message after registering on a social network or forum, try the following:

  • Make sure you entered the correct email address.
  • Make sure the email filters are not configured to delete such emails, and the email address of this social network or forum is not blacklisted (please note that you can disable or delete such a rule, as well as remove an address from the blacklist, only in the full version of Yandex.Mail).
    Note. To switch to the full version of Yandex.Mail, tap Full version in the lower left corner of the page. To return to Yandex.Mail for mobile, tap Light version at bottom of the page.

If you are sure that the mailbox settings and the email address you entered are correct, try requesting a message from the website again. If the message does not arrive within a few hours, please contact site administration.

Attention. If you registered on a social network or forum before registering on Yandex, you will not receive a confirmation email. You will need to request the email from the website again.

How do I configure the email client?

Using the Yandex.Mail web interface isn't the only way you can access your mailbox. Download and install the Yandex.Mail mobile app on your smartphone. If you want to use another application that supports the IMAP or POP protocols, configure it using the instructions for email clients.

Note. We recommend configuring the program via IMAP. This way, your mailbox activity syncs between your phone and the server.

If you configure your mail client via POP3, all the messages that are available in the web interface will be downloaded to your phone. Use the "Save a copy of the email to the server" option if your mail client provides it. You can't enable this option in the Yandex.Mail web interface settings.

Configuring an IMAP-based email client
Incoming mail
  • mail server address — imap.yandex.com
  • connection security — SSL
  • port — 993
Outgoing mail
  • mail server address — smtp.yandex.com
  • connection security — SSL
  • port — 465

Has my message been delivered?

If after sending a message you didn't receive a failed delivery report, it means your email successfully left the Yandex servers.

If your message wasn't delivered, you receive an automatic Mailer-Daemon report that says why the delivery failed. This usually happens if the recipient's address was entered incorrectly. Please make sure you entered the correct email address and that it doesn't have any typos or extra characters. Other possible reasons for non-delivery are listed in the The email was sent, but it did not reach the recipient section.

How do I set up a profile picture?

You can change your profile picture in the full version of Yandex.Mail. Follow the instructions on the Yandex.Mail Help page.

Note. To switch to the full version of Yandex.Mail, tap Full version in the lower left corner of the page. To return to Yandex.Mail for mobile, tap Light version at bottom of the page.

How do I edit my first name, last name, gender, or year of birth?

To change the personal information you entered when creating a Yandex account, do the following:

  1. Tap Edit personal information.
  2. Make the necessary changes.
  3. Tap Save.

I'm having problems with a website (not Yandex)

Unfortunately, our support can't answer questions that aren't related to Yandex. To resolve problems with another website, please contact its administration.

If you are having problems with a social network or forum, contact their support service.

VKontakte support: support@vk.com.

If you've encountered a problem with the mobile version of Yandex.Mail, please contact us via the mobile Yandex.Mail feedback form:

  1. Tap in the upper left corner.
  2. Tap Help and feedback under the folder list.
  3. Describe your problem in as much detail as possible.
Attention. If you'd like to report a problem with the mobile Yandex.Mail version, please use the feedback form in the mobile version rather than the one in Help. This way your request will be received by the right support specialists and you will get a quicker response. When you send a report via Yandex.Mail, our specialists can view all the relevant technical information to help you more effectively.

If you can't open the mobile version of Yandex.Mail and use it to contact us, please send the error message via the feedback form.