Troubleshooting

I want to get a refund for a subscription I bought by mistake

If you bought a subscription by mistake, you can apply for a refund within three days of payment. To do this, contact support via the form at the bottom of the page. In the email, enter your username and the plan you want to get a refund for.

After three days, you won't be able to get a refund for the subscription. However, you can disable its auto-renewal. This means the subscription will be active until the end of the paid period and then permanently deactivated.

I want to change my payment card

If you used a card to pay for your subscription and now want to use a different card, unlink the old card and link a new one in your Yandex account settings.

Restriction. Automatic payments with MIR, Maestro, and Visa Electron cards are limited, so we recommend using a different type of card to pay for your subscription.

I'm being charged, but I don't know for which account

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 when money was debited. Also specify whether you need a refund immediately.

An error occurred when paying with a bank card

The majority of issues that occur when paying for subscriptions occur on the bank's side. Unfortunately, we receive error messages without any additional information.

A payment may be unsuccessful for the following reasons:

  • Invalid bank card information. Check the bank card number, expiration date, CVV/CVC, and name on the card. Then try making the transaction again.

  • Insufficient funds on your account.

  • Card is inactive or expired.

  • Transaction limit exceeded.

  • Your bank doesn't allow internet transactions.

Note. If none of the reasons listed above apply to you, contact customer support of your bank to find out why payment with this card is unsuccessful. Customer support information can usually be found on the back of your card at the bottom.

Yandex.Mail Pro subscription didn't activate after paying

Make sure that you were logged in with the Yandex ID you want to buy a subscription for when paying. Check your mailboxes: the mailbox of the account you bought the subscription for should have a message from Yandex.Mail with the receipt. If there's no email with the receipt, or you bought a subscription for a different account by mistake, contact support using the form at the bottom of the page.