Solve problems

I forgot my password

If you forgot your Yandex password, try resetting it manually. Just follow the instructions on the Restore Access page.

If you linked a phone number or email address to your account, we can send a confirmation code to your phone or inbox. To get a code, you need to enter the email address or phone number that you linked to your account (please note that you need to enter a complete phone number including country code). If you get a message that your email or phone number is incorrect, make sure that you didn't enter any typos. If everything is correct, try to remember if you might have linked any other phone numbers or email addresses to the account.

If you didn't link an email address or phone number to your account, then you will have to answer a security question to restore access. If you don't answer the question correctly the first time, see if an alternate spelling or other keyboard language works.

I forgot the answer to my security question

For help trying to recall your security question answer, go to the Restore access page. In order to change your security question, you will need to enter the correct answer to your current security question in Previous answer. If you're certain that the answer you're entering is correct but are getting an error message nonetheless, try using different spellings and date formats or switch your keyboard layout.

If you can't enter the correct answer, please contact Support to restore access to your account.

I know my username and password but still can't log in

Go to the Yandex.Passport main page and enter your username and password. Make sure you don't have Caps Lock on and you are using the English keyboard layout.

Note. Type your username and password using the keyboard and do not copy them from the clipboard, because you could accidentally copy an extra space and not be able to log in.

If you still can't log in, try resetting your password.

Other problems logging in to Yandex

  1. I can't log in using my username
  2. I forgot the answer to my security question
  3. Yandex asks me to enter CAPTCHA characters
  4. You received the error message OCSP response not valid yet in Firefox

I can't log in using my username

If you encounter difficulties logging in, follow the Yandex.Passport instructions. Detailed recommendations for each error are provided below.

Wrong username/password! Login failed.

Try entering your username and password directly on the Yandex.Passport page. Make sure you don't have Caps Lock on and you are using the English keyboard layout.

Note. Type your username and password using the keyboard and do not copy them from the clipboard, because you could accidentally copy an extra space and not be able to log in.

Some programs (for example, Punto Switcher) may automatically change the characters you entered using your computer or mobile phone. They may change your keyboard language, switch upper-case letters to lower-case, add a space after a period, etc. Make sure that any functions that automatically correct typos or switch your keyboard language are disabled before you enter your password.

A person with this username could not be found

An account with this username does not exist or was deleted.

Before contacting Support, check the spelling of your username again:

  • It can only contain Latin letters, numbers, dots, and hyphens.

  • If you enter your email address, make sure you write it correctly: <your username>@yandex.com.

  • You can only log in using your Yandex.Mail address — a Gmail or Mail.ru address will not work.

Your account is blocked.

Make sure that you entered your username correctly. If you are sure the username is correct, contact Support using the link given in the error message.

Cookies error

You cannot log in on Yandex if cookies are disabled in your browser.

If nothing else helps

Try restoring access to reset your password.

It's always faster and easier to reset your password automatically then to contact Support, so try all possible automated options first. If you are not able to restore access via SMS (text message) or email, try to remember the answer to your security question. When you answer your security question, make sure you are entering the answer correctly and using the appropriate keyboard layout.

If you didn't manage to restore access yourself, please fill in the Restore Access form.

I forgot the answer to my security question

Try to remember your answer by checking it on the security question edit page. Make sure that you are entering the answer correctly and using the appropriate keyboard layout.

If you can't remember the correct answer, you will be directed to the Support service via a special form.

Yandex asks me to enter CAPTCHA characters

If Yandex asks you to enter CAPTCHA characters when you log in to your account, it means that an incorrect password was entered too many times from your IP-address recently.

This can be the case if:

  • You incorrectly entered your Yandex username or password a few times in a row.

  • Other users of your local area network (either work or home) entered an incorrect username or password a few times in a row. Contact your network administrator to solve this problem.

  • You entered an incorrect username or password for a mail program (Outlook, Thunderbird, Mail, the Opera mail client, etc.).

  • Your computer was infected by a virus that tried to figure out your Yandex account password. We recommend that your run an online antivirus program to check your computer for viruses. Many antivirus program manufacturers offer free versions of their programs.

You received the error message “OCSP response not valid yet” in Firefox

The correct system time is not set up on your computer. Make sure that the time zone in the operating system settings corresponds to your location and check the time with Yandex.Time.

Phone number issues

  1. Invalid number format
  2. Telephone number blocked
  3. Confirmation code not delivered
  4. What should I do if I got a message about my phone number being added, changed, or deleted?
  5. My confirmation code was sent to another person's number

“Invalid number format”

The phone number must be entered in the following format (+1 is the code for the USA):

“Telephone number blocked”

Phone numbers are temporarily blocked after sending the confirmation code. After adding a phone number, wait for the SMS with the code, or try requesting it again a few hours later.

Confirmation codes do not expire. No matter when you receive the code, you can always return to the Phone numbers page and enter it.

Confirmation code not delivered

Possible reasons:

  • The system has not yet processed the SMS (the maximum delivery time is 24 hours).

  • Your phone is turned off or does not have a signal.

  • You entered the wrong phone number. Make sure that you entered the country code correctly: +1 is the code for the USA.

    You can find codes for other countries on Yandex.

  • Yandex cannot send SMS messages to your mobile operator.

If you don't use a mobile phone or Yandex doesn't send SMS's to your service provider, you can change your password using an alternate email address or by answering the security question.

What should I do if I got a message about my phone number being added, changed, or deleted?

If you are trying to do something with your primary phone number when this happens, just continue. For security reasons, Yandex sends you emails and SMS notifications for all operations.

If the notification is unexpected and you are not doing anything with phone numbers, it means that someone is accessing your account. Don't worry: you can easily restore access to your account using your main phone number. Without access to your phone, the hacker cannot delete or change the associated phone number for 30 days. During this time, you can:

  1. Restore account access and change your password.

    Go to the Forgot your password? link and follow the Yandex.Passport instructions: Get a restore code and set a new password (when choosing a password, use our recommendations).

  2. Un-schedule the deletion or change the main number on the Phone numbers page.

My confirmation code was sent to another person's number

Your code may be sent to another person if you entered their number by mistake or are unlinking an old number that you no longer have access to (and could have passed to a new owner).

Your account is under no threat at all: a hacker cannot access your account if they only have your telephone number and confirmation code.

I think someone may have hacked into my account

If you notice something strange about your Yandex account (for example, a friend got an email from you that you never sent or you see sites or programs you've never visited in your browsing history), then it's possible that your account was hacked.

To regain control of your account as quickly as possible, change your password and delete any unknown phone numbers or email addresses. Below you'll find step-by-step instructions.

If you can't log in to your account:

Restore access to your account. If you aren't able to do this manually, fill out a Support form.

If you can log in to your account

Change your password and make sure that hackers can no longer access your account by doing the following:

  1. Check that the Phone Numbers page only lists your numbers and that no secure numbers were changed or deleted.

    Link your phone number to your account if you haven't already. A current phone number provides better account protection than an alternate email address or a security question.

  2. Delete unfamiliar addresses on the My email addresses page.

  3. Scan your computer using a free antivirus program like CureIt! from Dr.Web or Virus Removal Tool from “Kaspersky Lab”.

    Install an antivirus and firewall if you don't already have them in order to protect yourself from future viruses. Regularly scan your computer for viruses and don't forget to update your antivirus databases.

  4. If you log in to Yandex using your social network account, make sure that your account was not hacked; hackers can get access to your Yandex data through Facebook, VK, etc.

  5. If you use Android or iOS devices, then set up two-factor authentication, which is the most secure way to protect your Yandex account.

For more information on how your account may have been hacked and how to protect it, read Protect your account.

I can't reset my password manually

Check whether you have correctly entered everything on the Restore access page:

  • If you get a message that your email or phone number is incorrect, make sure that you didn't make any mistakes when entering them. If you entered them correctly, try to remember any other phone numbers or emails that you might have linked to your account.

  • If you didn't answer the security question correctly the first time, see if an alternate spelling or other keyboard language works.

Note. You can find answers to common problems involving telephone numbers on the Phone number issues page.

Contact Support to restore access

If you didn't manage to restore access yourself, please fill in the Restore Access form.

If possible, fill out the form on the same device (computer, telephone or tablet) that you usually use to log in to Yandex. We also recommend that you fill out the form in the same location where you usually access the internet (for example, from home rather than over public WiFi.)

In the form, enter the personal information that you provided when registering your account or setting up your Yandex.Passport. Enter the information as you remember it, you don't have to remember the exact text.

During the last step you will need to attach your passport photo (for Russian citizens, either internal or foreign), or your driver's license. We request that you photograph yourself next to whichever document you use so that nobody can get access to your account by stealing your personal documents.

I forgot my username or email address

You can attempt to remember your username on your own:

  • Go to the Access Management page. If you accessed your account recently from the computer or browser you're currently using, you'll see a username suggestion appear under the Username or email field.

  • If you know the phone number linked to your account along with your first and last name as entered in Yandex.Passport, then open the Restore username page. Make sure that the username you're looking for is not one of the suggestions on the page, click Username is not in the list, and enter your number. Yandex will send you an SMS with a confirmation code that you will have to enter on the next page.

    Then you will have to enter your first and last name as they appear in your account. If an account with that phone number and name is found, Yandex.Passport will display it in the list. If it isn't found, see if you can remember your username some other way.

  • If you used this address to communicate with your friends, family or colleagues, try to contact them, for example, through social networks. Maybe they will remember your address or find a message from you in their inboxes and can tell what address it was sent from.

Support can locate your username if you can remember other details about your account:

If you remember your username, but have forgotten your password or, when you try to log in to your account, you get the message “Wrong username/password! Login failed”, please follow our recommendations.

I can't delete my account

You don't need to delete your account just to get rid of certain data from Yandex services. You can delete old photos, get rid of spam, or change your security question using whatever service stores that data. You can find solutions to common problems in the help section for the corresponding service. All services are listed on the Help homepage.

Go to Delete Account on the page containing your personal info to completely delete your account. You will need to confirm that you want to delete it by answering the security question.

Attention. All your data from Yandex services (for example, Yandex.Mail emails or files on Yandex.Disk) will be deleted along with your account. This data cannot be restored in the future. You can only register an account using the deleted username after six months have elapsed.

If the answer to the security question that you entered is incorrect, check that you are using the correct keyboard language. On the Edit Security Question page you can try different spellings of your answer or different date formats (in the case that your answer contains a date) to try to recall what you originally entered.

If this doesn't help, you will have the option to fill out a special form when you send your error notification so that Support can help you.