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.

I see an error message when sending emails

Which message is it?

You can use the Yandex.Mail mobile interface to send attachments that don't exceed 25 MB. If you want to send more, upload your files to Yandex.Disk and attach the files through it.

This error may occur if you have logged out of your account or logged in to a different account on a different tab. Clear the browser cache, then log in to your Yandex.Mail account and try sending the email again.

If you receive this message, it means Yandex.Mail recognized the contents of your email as spam. To resolve the problem, open the Yandex.Mail web interface and send a test email. This shows the system that messages are not being sent by a robot.

For more information, see I got the message “"Email can't be sent, because it appears to be spam"”.

Try sending the email again. If this didn't help, use the feedback form in the app to contact support.

Try sending the email again. If this didn't help, use the feedback form in the app to contact support.

Try sending the email again. If this didn't help, use the feedback form in the app to contact support.

I forgot my password. What do I do?

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

I forgot my username. 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.

Some messages are missing. How do I restore them?

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 emails:

  1. Go to the Trash folder.
  2. Open the message.

  3. Tap the icon on the right side of the screen.
  4. Tap Move to folder.
  5. Select the folder you want to move the email to.

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. Go to your session history and view the information on mailbox activity over the last week. You can do this in the full version of Yandex.Mail.
    Примечание. To switch to the full version of Yandex.Mail, tap the button in the upper left corner of the screen and then, on the page that opens, the Full version button at the bottom of the page. To return to the mobile version, tap Light version at the bottom of the page.
  2. Change your password on the Yandex.Passport page. Make sure you comply with email security rules.
  3. Make sure you're not using any apps that can delete emails. If a program that uses the POP3 protocol is installed on your phone, specify in its settings that you want to save email copies on the server when downloading emails.

How do I switch to the full version of Yandex.Mail?

To switch to the full version of Yandex.Mail, tap the button in the upper left corner of the screen and then, on the page that opens, the Full version button at the bottom of the page. To return to the mobile version, tap Light version at the bottom of the page.

You can't configure the full version of Yandex.Mail to always upload automatically.

How do I log out of my account?

  1. Tap in the upper left-hand corner of the screen.
  2. Tap to the right of your picture.
  3. Tap in the upper left corner.
  4. Tap Edit list.
  5. Tap the icon next to the account you want to log out of.

How can I go to other services (such as Yandex.Search or Yandex.News)?

Tap the icon in the top left corner of the screen, then tap the Services link.

Messages aren't reaching my mailbox

If you didn't receive an email or notification from a social network or forum, follow these instructions:

  1. Check that you entered your email address correctly on the website that you expect to get a notification from. Find out if the sender wrote your email address correctly.
  2. Look for the message in your Spam folder. It may have ended up there. If this is the case, highlight this message and tap Not spam. The email will migrate to your Inbox.
  3. Make sure that your email filters don't delete such emails or move them to Spam or another folder. If any filter is doing this, disable it.
  4. Check that the site's or sender's email address isn't blacklisted.

If you are sure that the mailbox and address settings on the site are correct, ask the site or the sender to send the email again. If the message does not arrive within a few hours, please contact site administration.

Message delivery problems may also occur due to technical problems on the mail servers on either the sender's or recipient's side, heavy traffic in communication channels, and other issues. In this case, the sender receives an automated report indicating why delivery failed. If the sender didn't receive a report, they need to contact the tech support department of the mail service that the email was sent from in order to determine the reason why the delivery failed.

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.