Troubleshooting

I've activated a Yandex 360 plan by mistake. Can I get a refund?

If you've activated a plan by mistake, you can apply for a refund within five days of the payment. To do this, contact support via the form at the bottom of the page. Select the subject "Cancel the tariff subscription and get a refund". In the message, specify your plan (you can check it on the Yandex 360 plans page).

Please note that Yandex may refuse a refund request if you've already used the benefits of the plan, such as uploaded files larger than 1 GB to Yandex Disk or created secure public links. What's included in Yandex 360 plans

After five days, you won't be able to get a refund for the plan. However, you can stop auto-renewal, which means your plan will keep working until the end of the paid period, and then it'll be deactivated permanently.

I want to change my payment card

To pay for a Yandex 360 plan with a different bank card, unlink the old one and add a new one in your Yandex account settings.

I'm being charged, but I don't know the account I'm subscribed with

If you're being charged but you don't know the account you bought a subscription for, contact support using the form at the bottom of the page. In your message, specify the card mask (the first 6 and last 4 digits), the amount and the date on which the money was debited. Also specify whether you need a refund immediately.

I activated the Yandex 360 plan on the wrong account.

If you've activated a plan on a wrong account, apply for a refund within five days of the payment and then activate it on the account you need. To do this, contact support via the form at the bottom of the page. Make sure to specify your username and plan in your message.

An error occurred during payment

This could be because:

• The bank is currently experiencing issues with card transactions.
• The device has no internet connection.
• The card used for payment doesn't have enough funds on it.
• The specified card is invalid or has expired.
• Transaction limit for the card has been exceeded.
• Your bank doesn't allow online transactions.
• The app store has restricted purchases.

Solutions

Try paying for the plan using a different payment method. How you make the payment depends on where you activated your plan:

From the desktop browser

Follow the instructions in the Help for Yandex ID to add a card. If you don't have a different card, contact us.

In the mobile app

You may not be able to pay in the app because of the restrictions imposed by the app store. You can activate, renew, and pay for your plan on the Yandex 360 page. Here's what you can do:

• A few days before your paid period ends, choose and pay for a new plan on the Yandex 360 page.
• Alternatively, you can activate a new plan on the Yandex 360 page right now and cancel your current one in the mobile app.

Note

With both plans active, the extra Yandex Disk space from both plans will be added together.

If the payment still doesn't go through, follow instructions in Help for Yandex ID to add a new bank card. If you don't have a different card, contact us.

The plan didn't activate after the payment.

Make sure that you were logged in with the Yandex ID you wanted to use for the plan when you made the payment. Check your emails: you should have received a purchase receipt from Yandex Mail in the inbox of the account where you activated the plan. If there's no email with the receipt or if you've activated the plan on the wrong account, contact support via the form at the bottom of the page.

I want to re-activate a plan that I accidentally deactivated

You can re-activate your plan after it was deactivated, if the paid period hasn't ended yet.

1. Go to the Yandex 360 plans page.
2. Click Resume next to the plan.

After re-activation, your plan will be renewed automatically at the end of the paid period.