Emails have disappeared from the mailbox
If emails disappeared from your Inbox, they were probably moved to another folder, like Trash or Spam. If you remember the name or the address of the sender, a part of the message wording or the subject, try to look for the email in all the folders in your mailbox.
Restoring emails from the Trash folder
If the missing emails are not found under Trash, it is possible that a month has passed since they were moved to Trash and that the folder was emptied automatically. Therefore, such emails cannot be restored.
If the emails were deleted less than a month ago, you can restore them. To do this, go to the Trash folder, select the required emails, click on Move to folder and select the required folder from the list.
Why emails end up in the Trash and how to avoid this
- The other mail service is set up for the collection of emails from your Yandex mailbox
If you have a mailbox at another mail service that has an importer set up to import emails from your Yandex mailbox, then your emails will be automatically deleted from Yandex.Mail. To resolve this problem, enable the option to save a copy of forwarded emails when you set up your Yandex.Mail to forward to another address. Then disconnect the mail collector on the other email service.
- You have a filter that deletes messages
- Make sure the message filters are not configured to delete incoming mail. If there are any, try to disable them temporarily and see whether you receive messages in the Inbox.
- Another user has access to your mailbox
Emails can be deleted by a user who, for some reason, has access to your mailbox: you may have forgotten to close your session on somebody else's device. To close the session, click Log out from all devices in the account menu. You can also do this on the page Passports from the link Log out on all computers.
Go to the session history log and check for any delete email operations.Restriction. The log stores about 2000 operations. If more than 2000 actions were performed after deleting emails, data on the delete operation will not be displayed in the log.
If you are sure that only you have access to your mailbox, test your computer with an antivirus software, change the password and alternative address. Also check if there are any unknown numbers on the Phone numbers page.
Phishing (online fraud)
Phishing refers to a variety of Internet scams that are designed to collect confidential user information (account passwords, credit card numbers, PINs, etc.). Fraudsters send out emails under the names of companies, services, or social networks that closely resemble authentic messages.
Fraudulent emails may ask you to do the following:
- Provide your username and password to a given service or site (for example, allegedly due to problems with delivery or system failures). Most often, the From field of these types of messages contains “Customer Support” “support” or “admin”.
Yandex staff members and Support will never ask you to send your login information.
- Send an SMS to a short number (allegedly to confirm your identity or activate your mailbox). SMS messages to short numbers usually cost more than other text messages under your rate plan, but information about this inflated cost is usually withheld or given in a part of the message where it is least visible. As a result, an arbitrary amount, most often 100–200 rubles, is debited from your phone account right after the message is sent to the short number. In some situations, money might be debited from your phone account on a daily basis.
Be careful: Yandex will never ask you to send an SMS. Instead, it will send an SMS to you. You do not need to respond to these messages.
- Fill in a form (supposedly to participate in a prize drawing or receive a gift). This type of form usually asks for your passport information and credit card number in addition to your full name and contact phone numbers.
If you receive a message about Yandex giving away prizes, contact us to get more information (http//company.yandex.ru/contacts). If there really is a prize drawing, make sure you are not asked to pay for the prize delivery in advance or to pay a participation fee, because Yandex never asks you to pay for what you have not ordered yourself.
- Click a link to a website (to enter your login and password, for instance; otherwise
they threaten to block or delete your mailbox).
Be careful: Yandex never sends messages threatening to block or delete an account.
Don't click such links, as they lead to malicious websites. To check the link's address, hover the cursor over it, but don't click it: the address will be displayed in the lower left corner of the screen.
A Yandex address looks like https://yandex.ru/section or https://service.yandex.ru/section. There must be a slash (/) after yandex.ru, not a dot. If you see a different address, typos, or a meaningless set of characters, don't click this link.
If you clicked through to the website, check the site address in the address bar. Phishing websites look like websites of real companies or services, but they are fake. Scam artists can easily get access to any information entered by the user on these types of webpages.
How to prevent becoming a victim of fraud
Carefully view all incoming mail and check link addresses so as not to fall victim to phishing scams. Phishing links often contain a meaningless combination of characters or typos. Never pay for purchases or bills you are not sure about; never send SMS to suspicious numbers; and never give your Yandex password to anyone.
Yandex.Mail marks all phishing emails with a special warning:
What should you do if you fall victim to fraud
- Contact the police if funds have been unlawfully debited from your account.
- If you have followed a phishing link, check your computer for viruses with the help of free antiviruses such as CureIt! from Dr.Web and Virus Removal Tool from Kaspersky Laboratory .If you followed a phishing link, check your computer for viruses using a free antiviruse program such as CureIt! from Dr.Web and Virus Removal Tool from “Kaspersky Lab”.
- If you entered your password on a fake page, be sure to change it in your Passport, link your phone number phone number to your account, and change your security question and answer. First you should check your computer for viruses, though. If you lost access to your account, follow the instructions to restore access.
Yandex.Mail log stores the history of changes made in your mailbox, as well as IP addresses from which authorization was made.
Actions that have no visual implications (e.g., reading previously read mail, visiting a folder, etc.) are not displayed in the log.
You may view the data for the last 7 days (about 2,000 actions).
To open the session history, click the Last username link at the bottom of the page (if the last change to the mailbox was made more than 15 minutes ago) or Session history (if less than 15 minutes have elapsed since the last modification).
You can also view the log from the menu.
The log shows your current IP address and other IP addresses under which you recently logged into this mailbox. All of the log's historical data is grouped by dates.
To view detailed information for any day from the list, click the link with the date. The list displays the time of the action, the IP address of the device from which the change was made, and the name of the action.
Mobile phone confirmation
A confirmed mobile phone number is required to recover your password or receive notifications. If you forget your password, you can specify your phone number to receive a recovery code in SMS.
You can add your phone number on the Phone numbers page. Enter the number and click Add To confirm your number, enter the code sent in the SMS to your number and your Yandex password, and then click Confirm.
Potential problems and ways to resolve them are listed in the Problems with phone numbers article.
If you are using an insecure HTTP connection and unreliable communication channels (such as public wifi) for internet access, information from your mailbox (personal correspondence, passwords, phone, and credit card numbers, etc.) may be intercepted by malicious users.
Yandex.Mail uses the HTTPS protocol to protect your mailbox. It provides security and confidentiality by encrypting your personal data before sending it to the server. The HTTPS protocol is supported by all modern browsers.
To reduce the risk of data loss, use only reliable communication channels for internet access that provide a secure HTTPS connection. If your internet provider does not support this protocol for some reason, switch to a more reliable ISP.
If you find that the secure HTTPS connection is disabled when you are using a corporate network, contact your system administrator to find out why and resolve the issue.
I got a message that my connection is not secure
If you get a message in your browser concerning an non-secure connection or an incorrect security certificate:
- Make sure that the correct address is entered in your browser's address bar —
passport.yandex.com, and that the / symbol is after com rather than a period or some other symbol.
- Make sure that your date and time are correctly set on your computer. If the wrong date or time is set, then the system may incorrectly determine that the certificate period hasn't started yet or that it's already expired.
- Make sure that your antivirus settings are not configured to check HTTPS-connections.