> **Documentation Index:** Fetch the complete configuration index at https://yandex.com/support2/smart-captcha/en/llms.txt

# Solutions to frequent problems

#|
|| <a href="en/often-captcha"><span class="button">I'm getting too many captchas</span></a> | <a href="en/not-taken"><span class="button">The system won't accept my captcha entries</span></a> ||
|| <a href="en/infinite-loading"><span class="button">Infinite loading</span></a> | <a href="en/cannot-pass"><span class="button">I can't pass the captcha</span></a> ||
|#

{% cut "Why am I getting captchas?" %}

If the service receives a lot of similar requests from users or programs,  Yandex  may ask you for additional verification.
To stop getting captchas too often, disable the VPN and allow cookies in your browser:<br>
[Yandex Browser](https://yandex.com/support/browser/personal-data-protection/cookies.html#del-cookie)<br>
[Microsoft Edge](https://support.microsoft.com/en-gb/help/4027947/windows-delete-cookies)<br>
[Google Chrome](https://support.google.com/chrome/answer/95647?hl=en-GB&ref_topic=7438325)<br>
[Mozilla Firefox](https://support.mozilla.org/en-US/kb/cookies-information-websites-store-on-your-computer)<br>
[Opera](https://help.opera.com/en/latest/web-preferences/#setCookies)<br>
[Safari](https://support.apple.com/en-is/guide/safari/sfri11471/16.0/mac/11.0)<br>

{% endcut %}

{% cut "I'm asked to complete a task after clicking "I'm not a robot"" %}

Checking the "I'm not a robot" box may not always be enough for the system to tell a real person from a robot. We continually work to improve our algorithms but sometimes ask users to go through additional verification.

In that case, to return to the service page, enter the characters shown in the captcha image and click **Submit**.

To get a new captcha image, click ![](_image/icon3.png).

Instead of entering characters from an image, you may also choose to enter numbers from an audio captcha:

1. Click ![](_image/icon2.png).
1. Listen to the message.
1. Enter the numbers you heard in the field below the captcha image.
1. Click **Submit**.


{% note alert %}

Yandex only asks you to type characters from an image and never asks you to enter your phone number, send a text message, or retype your username and password. If you are asked to do so, then you have accessed a fake page. Please let us know via the [feedback form](https://yandex.com/support2/smart-captcha/en/index.md#help).

{% endnote %}


If your browser saves [cookies](https://yandex.com/support/common/browsers-settings/browsers-cookies.html) and the task is completed correctly,  Yandex  will verify that the requests are coming from a human.


If you need to send automatic queries to Yandex, consider using the [Yandex XML](https://cloud.yandex.com/en/services/search-api) service.


{% endcut %}

{% cut "I can't see the captcha image" %}

If you don't see the captcha image after checking the "I'm not a robot" box, see if the  Yandex  logo is visible in the upper-left corner of the page:

{% cut "Not visible" %}

Your browser may be blocking the display of all images:

1. Allow the display of images:<br>
[Yandex Browser](https://yandex.com/support/browser/troubleshooting/troubleshooting.html#image)<br>
[Google Chrome](https://support.google.com/chrome/answer/114662?hl=en&co=GENIE.Platform%3DDesktop#zippy=%2Cpermissions-that-can-be-changed)<br>
[Mozilla Firefox](https://support.mozilla.org/en-US/kb/fix-problems-images-not-show#w_check-image-permissions-for-a-specific-website)<br>
[Opera](https://help.opera.com/en/latest/web-preferences/#images)<br>
[Safari](https://support.apple.com/en-gb/guide/safari/ibrw7f78f7fe/17.0/mac/14.0)<br>

1. Clear the browser [cache](https://yandex.com/support/common/browsers-settings/cache.html).
1. Reload the page to see if the problem is gone.

{% endcut %}

{% cut "Visible" %}

Some extensions (like ad blockers) restrict the display of page content, including captcha images. Try going through all your extensions one by one to find the one causing the issue and disable it:
1. Temporarily disable all extensions in your browser:<br>
[Yandex Browser](https://yandex.com/support/browser/personalization/extension.html#actions)<br>
[Microsoft Edge](https://support.microsoft.com/en-GB/microsoft-edge/add-turn-off-or-remove-extensions-in-microsoft-edge-9c0ec68c-2fbc-2f2c-9ff0-bdc76f46b026)<br>
[Google Chrome](https://support.google.com/chrome_webstore/answer/2664769?hl=en)<br>
[Mozilla Firefox](https://support.mozilla.org/en-US/kb/disable-or-remove-add-ons)<br>
[Opera](https://help.opera.com/en/latest/customization/#extensions)<br>
[Safari](https://support.apple.com/en-us/HT203051)<br>

1. If the captcha image is now visible, re-enable your extensions one by one until you identify the one causing the problem.
1. Disable the extension. You can also contact its developers to notify them of the issue.
1. Clear [cache](https://yandex.com/support/common/browsers-settings/cache.html) so that the browser doesn't load a previously saved copy of the page with blocked images.
1. Reload the page to see if the problem is gone.

{% endcut %}

{% endcut %}

{% cut "Captcha characters are unreadable" %}

Try doing one of the following:

- Click ![](_image/icon3.png) to get a new captcha image.
- Use the audio captcha instead of the text one.

{% endcut %}

<!--{% cut "My keyboard has no Russian layout" %}

Use one of the following methods:

Enter characters using a virtual keyboard (for example, [https://translit.ru/keyboard/](https://translit.ru/keyboard/)).
Go to the Yandex service page in the `.com`domain zone (for example, [yandex.com](https://yandex.com/)) to get the captcha with Latin characters.

{% endcut %}-->

{% cut "I don't want to allow all cookies" %}

In your browser settings, add  Yandex  services that you frequently use to cookie exceptions.

{% endcut %}

{% note alert %}

If the form doesn't open, you may have JavaScript disabled. [Enable](https://yandex.com/support/common/browsers-settings/browsers-java-js-settings.html) it in your browser settings and reload the page.

{% endnote %}

{% cut "**Contact support**" %}


<div style="padding: 15px;
     margin: 10px 0;
     background: #FFFFFF;
     border-radius: 10px;
     border: 1px solid var(--yc-color-line-generic);">
  <iframe style="background: #FFFFFF;"
        height="700"
        width="100%"
        frameborder="0"
        src="https://forms.yandex.com/surveys/2182/?form_title=Question%20about%20captchaOther%20question%20about%20Yandex%20services&lang=en&title=Service%20blocking%20and%20captcha&iframe=1&path=%2Fsupport%2Fsmart-captcha%2Findex.html&feedback_sid=3717028421681031106&mobile=false&service=smart-captcha&referer=undefined&url=https%3A%2F%2Fyandex.com%2Fsupport%2Fsmart-captcha%2Findex.html">
  </iframe>
</div>



{% endcut %}


### Related links
[Yandex Support service](https://yandex.com/support/)<br>
[Restore access to Yandex ID](https://yandex.com/support/passport/support-restore.html#support-restore)<br>