Mail

Solutions to problems

Solutions to some problems that you may face when using Yandex.Mail are listed below.

Yandex.Mail does not load or is not working correctly

If you face problems when working with Mail, for example, the mailbox takes too long to load, some actions cannot be performed, or you are prompted to use a light version of Mail, may be caused by:

  • using outdated browsers which do not meet modern security and performance requirements;
  • data loss during transfer from Yandex servers to your computer.

To eliminate possible causes, please install the latest version of your browser. Also make sure you are using a secure HTTPS connection.

If Internet Explorer continues working incorrectly after the update, it may be due to several causes. The most widespread problems and troubleshooting tips are listed below.

ActiveX is disabled in the browser
  1. Open Service Browser properties, go to Security, and click Custom level.
  2. Set Run ActiveX controls and plug-ins to Enable and click OK.
  3. Restart the browser to apply changes.
XML and XSL page element processing plug-ins are disabled in the browser

If you are using Internet Explorer 8 and higher, open the menu Tools Manage add-ons and set View to All add-ons. Make sure Free Threaded XML DOM Document 6.0, XML DOM Document 3.0, and XSL Template 6.0 are enabled.

The wrong compatibility mode is selected in Internet Explorer 8 and higher

If you are using compatibility mode with an older version in Internet Explorer 8 and higher, this may cause errors when using the pages.

To change the behaviour, set parameters Browser mode and Document mode in accordance with the version of the browser you are using.

  1. Press the F12 button or select menu option Developer tools.
  2. Click on the icon and select a value which corresponds to the version of the browser that you use.
    Note. If you use Internet Explorer of version 11 and higher, select value Edge.

If your antivirus is configured to check HTTPS connections, this may cause the following problems in some situations:

  • the contents of the Mail page do not load or are displayed incorrectly (styles and executable scripts do not load);
  • when downloading a page, some errors occur related to the security certificate.

To resolve the problem, disable verification and clear the browser cache.

Messages disappear from my mailbox

If emails disappeared from the Inbox, they were probably moved to the Deleted, Spam or other folder. 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 Deleted folder

Attention! If the missing emails are not found in Deleted, it is possible that a month has elapsed since they were moved to Deleted and the Deleted folder was emptied automatically. Therefore, such emails cannot be restored.

If the emails were moved from the Inbox folder to the Deleted folder less than one month ago, they can be restored. To do this, go to the Deleted folder, select the required emails, click on Move to folder and select the required folder from the list.

Why do emails go to Deleted and how can it be avoided

The other mail service is set up for the collection of emails from your Yandex mailbox

If you have a mailbox from another mail service which has a mail fetcher configured for the collection of emails from your Yandex mailbox, the emails on Yandex.Mail will be automatically moved to the Deleted folder. To resolve the problem, disable the mail fetcher on the other mail service and configure Yandex.Mail to forward emails to a different email-address by enabling the option save a copy when forwarding.

A message deleting rule has been configured.
Make sure the mail processing rules are not configured to delete incoming mail. If there are any, try to disable them temporarily and see whether messages will be received 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 on 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 additional address. Also check if there are any unknown numbers on the Phone numbers page.

Internet scams (phishing)

Phishing consists of a variety of Internet scams that are designed to collect confidential user information (account passwords, credit card numbers, PINs, etc.).

Frauds use mass mailings on behalf of companies, services, and social networks to send notifications about events which require users to submit, update, or confirm their confidential information.

Examples of these types of events include:

  • Confirmation of account information, delivery problems, or system failures. The message asks you to provide your username and password for this service or website. Most often, the From field of these types of messages contains Customer Support or admin. Yandex staff members and Support will never ask you to send your login information.
  • Identity verification and mailbox activation. You will be asked to send a SMS to a short number. SMS messages to short numbers usually costs more than other SMS 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 a number of situations, a feature debiting daily funds from your phone account may be enabled. Be cautious: Yandex will never ask you to send SMS. Instead, it sends SMS to you. You do not need to answer these SMS.
  • Participation in prize drawings. Here, you will be prompted to fill in a form where you need to provide your full name and contact phone numbers, as well as your passport information and a credit card number. If you receive a message about Yandex holds a drawing for prizes, contact us by using details on http//company.yandex.ru/contacts and get more specific information. If there is a drawing, make sure you are not asked to pay for the prize delivery in advance or pay a participation fee, because Yandex never offers to pay for what you yourself have not ordered.
  • A phishing message may include a link that takes you to a page on a fake website. Scam artists easily get access to the details entered by the user on these types of pages. When logging into Yandex, make sure the website address looks exactly like this name.yandex.ru/section. yandex.ru must be followed by / rather than a period.

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.

If you discover a phishing message or a suspicious email, please, inform us by using the feedback form and attach its properties. After that there will be a warning on this email:

What should you do if you fall victim to fraud
  • Contact the police department if funds have been unlawfully debited from your account.
  • If you followed a phishing link, check your computer for viruses with free anti-virus programs such as CureIt! from Dr. Web and Virus Removal Tool from “Kaspersky Lab”.
  • If you have entered your password on a fake page, definitely change it in Passport and change your security question and answer. This information should be changed after a virus check. If you have lost access to your account, follow instructions on restoring access.

Emails are not reaching my mailbox

If you have not received a message or notification, make sure that:

  • you have entered the correct address on the website sending correspondence, and the sender has entered the correct address;
  • the message is not in Spam. If this has occurred, click Not spam! to move the message to the Inbox.

Message delivery problems may also occur because of technical problems on the mail servers of the sender or recipient, heavy traffic in communication channels, etc. In this case, the sender will receive an automatic report stating the reason for nondelivery.

If the sender does not receive a report listing the reason the message was not delivered, then the problem lies with the sender's mail server.

A message from Yandex was rejected by the mail server.

If you have sent a message from your Yandex mailbox but it has been rejected by the recipient's mail server, you will get an automatic report from “Mailer-Daemon” with reasons for non-delivery and the name of the server which rejected passing the message to its destination.

Note. You can review a list of possible reasons why messages you sent to a Yandex mailbox from another mail server are rejected by the Yandex mail server, in this article Message bounced by Yandex.Mail.
Wrong address of the recipient

If the report contains the following strings, the message has been sent to a non-existing address:

  • “User not found”
  • “User unknown”
  • “No such user here”
  • “Unrouteable address”
  • “Invalid mailbox”
  • “Mailbox unavailable”
  • “Invalid recipient”
  • “DNS: no such domain”
  • “Host or domain name not found”
  • “The email account that you tried to reach does not exist”

Make sure the recipient's address does not include extra punctuation marks, spaces, or quotation marks. Confirm the recipient's email address and resend the message.

The recipient's mailbox is full

If the report contains the following strings, there is no space in the recipient's mailbox to accept your message:

  • “Over quota”
  • “Inbox full”
  • “Quota exceeded”
  • “Recipient's mailbox is full”
  • “User has exhausted allowed storage space”
  • “Error writing message: Disk quota exceeded”
  • “Account is full”

Try to contact the recipient by an alternate means of communication to report the problem.

The recipient's address is blocked by his or her mail service

If the report contains the following strings, the recipient's mail service has blocked his or her account for some reason and does not allow messages to be delivered to this address:

  • “Sorry, your message to <mail_address> cannot be delivered. This account has been disabled or discontinued”.
  • “Your email has been returned because the intended recipient's email account has been suspended. The account must be re-activated to receive incoming messages”.
  • “User account disabled for being inactive”.
  • “Target address blocked due to policy violation”.

Try to contact the recipient using an alternate means of communication and telling him or her about the problem, as well as to find out the reason why the administration blocked the recipient's mail service.

The recipient's mail server does not accept large messages

If the report contains the following strings, the attachment you are sending in the message cannot be accepted due to size limitations of the recipient's mail server:

  • “Message size exceeds fixed maximum message size”
  • “Message size 4615244 exceeds size limit 3145728 of server <servername>
  • “Message file too big”
  • “Message size exceeds fixed limit”

Upload your attachment to Yandex.Disk and send the recipient a public link to download the file.

The recipient's mail server treats emails as spam

If the report contains the following strings, your message contents have been treated by the recipient's mail server as spam:

  • “Message rejected under suspicion of SPAM”
  • “Sorry, message looks like SPAM to me”
  • “Message rejected as spam by Content Filtering”
  • “Message rejected See http://mail.google.com/support/bin/answer.py?answer=69585 for more information”.

Try to contact the recipient or his/her mail service administration by an alternate means of communication to report the problem.

Yandex mail server is blacklisted

If the report contains the following strings, Yandex mail server has been entered in the DNSBL blacklist:

  • “Recipient address rejected: Blocked by external RBL”
  • “Email from <IP_host> is currently blocked by Verizon Online's anti-spam system”
  • “Client host [<IP_host>] blocked using bl.spamcannibal.org; blocked, See: http://www.spamcannibal.org/cannibal.cgi?page=lookup&lookup=<IP_host>”;
  • “Email blocked by SPAMCANNIBAL — to unblock see...”
  • “Your server IP address is in the bl.spamcannibal.org database, bye”
  • “Client host [<IP_host>] blocked using dnsbl-1.uceprotect.net; IP <IP_host> is UCEPROTECT-Level 1 listed. See http://www.uceprotect.net/rblcheck.php?ipr=<IP_host>”;
  • “Your host [<IP_host>] is blacklisted by dnsbl.sorbs.net. Currently Sending Spam See: http://www.sorbs.net/lookup.shtml?<IP_host>”.

You might try to delete the Yandex mail server address from the blacklist yourself by following the link in the message.

Also, try to contact the recipient or his/her mail service administration by an alternate means of communication to report the problem.

A “loop” was detected in sent messages

If the report contains the following strings, there is loop in forwarded messages caused by inadequate forwarding rules or the message importer:

  • “Mail for <destination_address> loops back to myself”
  • “Loop detected! Message rejected”
  • “Our servers have detected a mail loop”

Check the forwarding rules and importers on all mailboxes that you are using. If you are sure the problem is not on your end, contact the recipient by an alternate means of communication to report the problem.

Forwarding prohibited

If the report contains the following strings, the recipient's mail server does not recognize Yandex.Mail mail servers because the MX entry is not configured properly:

  • “Relay not permitted”
  • “Sorry, relaying denied from your location”

Try to contact the recipient or his/her mail service administration by an alternate means of communication to report the problem.

Error verifying the sender

If the report contains the string “Sender verification failed”, Yandex.Mail mail server failed sender verification by the recipient's mail server. To resolve the problem, contact the administration of the recipient's mail service and ask them to enter Yandex.Mail email addresses into the whitelist of the sender verification service.

Message bounced by Yandex.Mail

If you have sent a message to a Yandex mailbox which has been rejected by Yandex mail server, you will receive an automatic report from “Mailer-Daemon” with reasons for non-delivery and the name of the server which rejected further passage of the message to its destination.

Note. If you have sent the message from your Yandex mailbox and it has been rejected by the recipient's mail server, you can view a list of possible causes in the article A message from Yandex was rejected by the mail server..
No such user

If the report contains the following strings, the message has been sent to a non-existing address:

  • “No such user”
  • “No correct recipients”
  • “Bad recipient address syntax”
  • “Bad address mailbox syntax”
  • “Recipient address rejected: need fully-qualified address”

Make sure the recipient's address does not include extra punctuation marks, spaces, or quotation marks. Confirm the recipient's email address and resend the message.

Message rejected under suspicion of SPAM

If the report contains the string “Message rejected under suspicion of SPAM”, the contents of your message were recognized by “Anti-Spam ”as spam.

If only spam is coming from your mailbox, Yandex mail server will block receipt of messages from it for 24 hours. In this case, the non-delivery report will contain the following string“Client host [<IP_host>] blocked using spamsource.mail.yandex.net; see...” или “Blocked by spam statistics — see...”.

If you are sure that your computer is not infected with a virus and has not been used to distribute spam, report this to Yandex.Mail Support through the feedback form by attaching the message file with the report.

Note. If you are sending legitimate messages to your website users or subscribers, please read Yandex requirements for honest mailing lists.
Error: too many recipients

If there is the following string in the report: “Error: too many recipients”, your email has too many recipients: more than 35 addresses in fields To, Cc and Bcc. Edit the list of recipients and try again.

Message size exceeds fixed limit (Error: message file too big)

If the report contains the string “Error: message file too big” or “Message size exceeds fixed limit”, the attachment you are sending in the message cannot be accepted by Yandex mail server because of size limitations.

The maximum size of messages with attachments that can be sent to Yandex mailboxes is 30 MB.

Message infected by virus

If the report contains the string “Message infected by virus”, your message has been marked by Yandex mail server as being infected by a virus.

Target address blocked due to policy violation

If the report contains the string: “Policy rejection on the target address”, it means that the account of your email recipient was blocked due to a violation of the user agreement. Try to contact the recipient by an alternate means of communication to report the problem.

If you are the owner of the address to which the message has been sent, you can unblock it yourself. Fill in appropriate information about yourself on Modify personal information and go through the unblocking procedure.

The recipient has exceeded their message rate limit. Try again later

If the report contains the string “The recipient has exceeded their message rate limit. Try again later”, message delivery to the recipient's address has been suspended due to a large number of messages received by his/her mailbox at the current time. Try to send the message again in 24 hours.

Mailbox size exceeded

If the report contains the string “Mailbox size exceeded”, the recipient's mailbox has no space left to accept your message. Try to contact the recipient by an alternate means of communication to report the problem.

Error: timeout exceeded

If the report contains the string “Error: timeout exceeded”, your mail server has taken too long to respond to system commands and Yandex mail server has terminated the attempt to establish a connection and deliver the message. Try to contact your mail service administration by an alternate means of communication to report the problem.

Error: too many connections

If the report contains the string “Error: too many connections”, your mail server has currently created a large number of requests to the Yandex mail server. This increases load and slows down the system. Try to contact your mail service administration by an alternate means of communication to report the problem.

EHLO requires domain address (HELO requires domain address)

If the report contains the string “EHLO requires domain address” or “HELO requires domain address”, your mail server incorrectly provided its name when attempting to deliver the message. This error may be returned when invalid characters are used in the system name of the sender's computer in accordance with RFC 2821 and RFC 1045 standards.

Contact your system administrator to resolve this problem.

Other system errors

The non-delivery report may also contain strings such as:

  • 501 5.5.4 “Syntax: MAIL FROM: address”— misconfigured sequence in mail from
  • 501 5.5.4 “Wrong param” — an incorrect parameter
  • 502 5.5.2 “Syntax error, command unrecognized” — a command set incorrectly

Try to contact your mail service administration by an alternate means of communication to report the problem.

Email client doesn't work

If your mail program does not work properly or error messages appear, the following causes may be to blame:

No connection with the server

If you receive a message that there is no connection with the server, try reentering your username and password in the web interface.

Make sure that the protocol you want to use is checked in Email clients.

Make sure the settings of your mail program are configured exactly as given below:

  • for POP3 addresses pop.yandex.ru and port 995 with SSL
  • for IMAP addresses imap.yandex.ru and port 993 with SSL
  • for SMTP addresses smtp.yandex.ru and port 465 with SSL

See Encryption of transmitted data for more details about how to check server settings in different email clients.

Authentication for sending emails is disabled on the Yandex mail server

If you receive the message “Authentication required”, “Sender address rejected: Access denied” or “Send auth command first”, authorization at Yandex SMTP server is disabled in the settings of the mail program. Make sure My server requires authentication (for Outlook Express) or SMTP Authentication (for The Bat!) is checked.

Wrong sender address

If you receive the message “Sender address rejected: not owned by auth user”, the address you are trying to send a message from does not match the username under which you are authenticated at the SMTP server. Make sure the mail program's reply-to address is configured to the address the username of which is used in SMTP authorization settings.

No access via POP3 protocol

If you receive the message “Username failure or POP3 disabled”, the mail program cannot access the mailbox over POP3. Make sure you have entered the right password for your mailbox and POP3 access is enabled on the settings page.

Yandex mail server treats messages as spam

If you receive “Message rejected under suspicion of SPAM”, the contents of your email were recognized by Anti-Spam as spam. Contact Yandex.Mail Support through the feedback form to find out the cause of the problem.

Please, also check your computer for viruses with free anti-virus programs such as CureIt! from Dr. Web and Virus Removal Tool from “Kaspersky Lab”.

Use Yandex.Mail web interface to send an email.

Messages are copied on the server when deleted/moved using IMAP

Message copying during the movement or deletion over IMAP is based on special features of the IMAP protocol and synchronization settings of email clients. In this event, folders should be forced to synchronize with the server so that the data matches after the actions are performed. In Mozilla Thunderbird, the Compact function must be used.

A non-delivery report is received after sending the message

The report always refers to the cause for non-delivery. See Yandex message rejected by the mail server for the most common causes.

I get errors during the SSL activation in the mail client

If during the activation of SSL-encryption you get errors about an incorrect certificate, make sure that the mail client and the operating system are configured correctly:

  • The correct time (without any delays and “dates from the future”) is set on the computer. If a wrong date is set, the system erroneously defines the certificate period as not yet started or already elapsed.
  • All updates of the operating system are installed.
  • Checking of the HTTPS-connections is disabled in the settings of your antivirus software.
Add the certificate to the list of trusted certificates manually (Windows)
Attention! If you are not sure that you can install the certificate yourself, please, contact a specialist.

To add the certificate to the list of trusted certificates:

  1. Download the certificate. (If the file opens by following the link directly in the browser, press CTRL + S and save the file on the computer; there is no need to copy the text from the file.)
  2. Open the Start menu.
  3. Enter certmgr.msc in the search field and press Enter.
  4. Click on folder Trusted root certification authorities in the program window, in the folder tree.
  5. Right-click with the mouse on Certificates in the right part of the window and select item All tasks Import.
  6. Click Next.
  7. Click on View and select the earlier downloaded file CA.pem. Click Next.
  8. Leave the default settings the Storage of certificates section and click Next.
  9. Click Done.
  10. (Optional) Click Accept in the pop-up dialog.
  11. Click on folder Trusted root certification authorities Certificates in the folder tree.
  12. In the list of certificates (on the right), find the certificate Certum CA, right-click on it and select Properties.
  13. Go to the General tab.
  14. Make sure that the option Server authentication is enabled in Allow only the following destinations.
  15. Click ОК.
Adding the root certificate to Linux
The information on adding the root certificate is provided in the instructions Adding CAcert root certificate to Debian/Ubuntu.
MS Outlook 2007 does not identify the certificate
If after checking all listed parameters, Outlook 2007 continues to show the security error, download the software upgrade from the Microsoft web-site.
Problems with confirmation of the certificate in The Bat!

If there are problems with confirmation of the security certificate in mail client The Bat!, upgrade the software to version 6 or higher. Perform the following actions after the software upgrade:

  1. Select item PropertiesS/MIME and TLS in the program menu.
  2. Set the switch to position Internal in section S/MIME Implementation and TLS certificates.
  3. Click ОК.

If after all this the problem still persists, contact the Ritlabs support service.

Reconfiguration of your send script fails

Try to compare your code with the guidelines in the network:

1C software does not support SSL

To support SSL, install additional Stunnel software:

  1. Download the program by following the link:
  2. Unpack the archive
  3. Execute file mailssl.bat as administrator.
  4. Disable SSL in the mail client settings and specify the following parameters of the servers:
    • SMTP: serverlocalhost, port25
    • POP3: serverlocalhost, port110
    • IMAP: serverlocalhost, port143
I send emails from a scanner which does not support SSL

Configure the Multifunction Device or the scanner as follows:

  1. Specify the following SMTP parameters:
    • serversmtp-devices.yandex.com
    • port25
  2. Enable authentication.
  3. Provide your username and password in the appropriate fields .
    Attention! Make sure to enter the username and password manually. If you select an authentication which is the same as that of the incoming mail server, emails will not be sent.
Restriction. You can send emails in this way only to addresses serviced by Yandex.Mail (in the domain. yandex.com or to the addresses of Mail for domains). Emails will not reach the mailboxes of other mail services through this server.

I get errors during SSL activation in the jabber-client

If during the activation of the SSL-encoding in the jabber-client you get errors about the incorrect certificate, change the encoding type in the program settings to TLS.

Forwarding mail to another address does not work

If you have any problems with automatic forwarding of messages to other addresses, please check the Mail processing rules page to confirm that the required rule is enabled and that the address to which the message should be sent is also correct.

Check for any wrong characters in the address you entered.

Also check if the receiving mailbox has any rules deleting or moving messages to Spam.

Yandex.Mail search does not work

If Yandex.Mail search does not work correctly, please write to Yandex.Mail Support through the feedback form. Make sure to list in the message all requirements and conditions for which the search function fails to find emails and also attach the properties of these emails.

A message rule does not work

After you have set up a message rule, wait a few minutes because it may not work immediately. Also try to replace "matches" with "contains" in the rule conditions.

If the rule does not work a few minutes later and changing the settings does not help, please contact Yandex.Mail Support through the feedback form. Please, describe In the message the rule that did not work and attach the email properties that were to be covered by the conditions of this rule.

The blacklist does not work

If the blacklist does not work correctly and messages from blacklisted senders continue arriving in your mailbox, please write to Yandex.Mail Support through the feedback form. Make sure to attach the properties of these emails to the message.

The message or attached file does not open

If you have problem reading a message (it does not open, you get error messages) or viewing/downloading an attached file, please contact Yandex.Mail Support through the feedback from and attach the message identifier and screenshots to your request.

To find the message identifier, copy the identifier from the browser's address bar when reading messages.

Notifications are not received from the site

If you do not receive a confirmation message after completing registration, please check the following:

  • your email address at the site is correct;
  • a rule for deleting messages is not configured in mail processing rules;
  • the mail address of the site is missing in the blacklist.

If you are confident that mailbox settings are correct and that the address specified on the site is correct, then try to request a letter from the site again. If the message does not arrive within a few hours, please contact site administration.

Messages are delivered for other people

Possible reasons for receiving messages for other people in your mailbox that include your or someone else's address in the To field:

  • the sender made a mistake when specifying the recipient's address;
  • fake recipient address in the email properties.

We recommend that you simply ignore such letters.

Multiple files cannot be attached simultaneously.

If you are using Internet Explorer and cannot select multiple files for attachment when creating your message, make sure you have an up-to-date version of Adobe Flash Player installed. Open the page for downloading the module. If the version on your computer differs from the latest one, you will see the button Install now in the right part of the page. Click it to update the module.

You may have problems attaching files when using a proxy server to access the Internet.

Your authorization fails (you cannot log in with your username).

If you encounter a problem when you try to log in (enter your username and password), please carefully read the error message that also describes the methods for solutions.

If you see "Invalid username-password pair! Authorization failed", make sure you correctly entered login info, the Caps Lock key is not pressed, and the Latin keyboard layout is used. If you still cannot resolve the problem, please follow the password recovery instructions.

Incorrectly configured cookies in your browser may be another reason authorization failed. Read about cookies settings for your browserhttp://help.yandex.com/common/browsers-cookies.xml.

Username restoration

If you forgot your username, try to use the tip on the password recovery page. This tip may work if you recently logged into Yandex from the same computer.

Also try to get in touch with one of your addressees and ask him/her to send your email address or profile in one of the Yandex services (for example, “Moy Krug”).

If you still cannot restore your username, contact Yandex.Mail Support through the feedback form.

Password recovery

If you forget your password, you can recover it on the password recovery page. Enter your username or email address, character from the picture and click Next. Depending on the details that you provided during registration and on the Personal information page, you will be automatically offered three password recovery options: an SMS code to a confirmed phone number, an answer to the security question, or an additional address.