Solutions to common problems

Errors in the game

The game won't open
  • Check if other sites or games are opening. If not, check your internet connection.
  • Disable ad blockers. Your antivirus may be blocking the game, but you shouldn't disable it.
  • Check the game in another browser. If it doesn't open anywhere, contact the game developer.
  • Turn on Incognito mode.
  • Clear the cache and cookies.

If the problem persists, contact us via the form. Specify the name of the game that won't open. If possible, attach a screenshot of the error and other details that will help us sort out the problem faster.

Error in the game, the game crashes

Clear the cache and cookies.

If this didn't help, check whether the game works correctly in a different browser or on a different device and contact us via the form. Enter the name of the game and your username. We'll check the game and send a message to the game developer.

I can't progress to the next level, progress stopped

Report the problem via the form, specify the name of the game and your username.

My achievements disappeared

Some games don't save your progress. If you're sure this game should be saving your progress:

  • Make sure you are logged in to your Yandex ID.
  • Make sure you haven't cleared the cache.
  • Disable temporary file cleaners (for example, CCleaner).

If you couldn't solve the problem, contact us via the form, specify the name of the game and your username.

The game doesn't download and doesn't work offline

You can't download games: they are only available in the browser. If you're offline, games won't work properly.

The game slows down, freezes, crashes

Try one of the following ways to solve the problem:

Antiviruses may also block the game.

Questions about the game

Continue playing on another device

If your progress is saved on the server, you can continue playing the game on another device. Some games don't save your progress.

I want to find a game but can't remember the name

If you can't remember the name of the game or can't find it through the search, look in Your games. It shows up to 15 latest games you played.

Payments and winnings

I can't collect my winnings

The points you get in the game are virtual. You can't sell, exchange, or withdraw them to your bank card.

Payment failed, I didn't receive the points

Report the problem via the form. Enter the name of the game and your username. Attach a screenshot of the transaction receipt that shows the exact amount, date, and time of payment. The electronic receipt is sent to the email address you specified.

In-game ads

Remove in-game ads

We try to place ads in such a way that they don't interfere with your gaming experience. However, we can't remove ads completely: the revenue we get from advertising allows us to maintain and develop the service, while you can enjoy Yandex Games for free.

If you find that ads interfere with the game (slow it down or overlap with action buttons), report the problem via the form and attach a screenshot to illustrate the situation.

To learn how to take a screenshot, go to Help.

You can disable ads in all games and the catalog for 24 hours using one of the following methods:


Disabling ads for 24 hours costs 20 yans, and 10 yans if you have a Yandex Plus subscription.

From the game
  1. Launch the game.
  2. Click  → Disable ads.
From your game profile
  1. Go to Yandex Games.
  2. In the upper-right corner, click  → Game profile.
  3. In the Disable ads section, click Disable ads.
Report an ad unit

To report inappropriate content in ad units or incorrect ad unit settings, use the Yandex Advertising Network feedback form.

In-game content

Report game content

If you believe that a game may violate the rules of our service or Russian law, contact us using the feedback form.

Contact support