|Help / General and Your Wallet Security|
Internet Fraud (Phishing)
Phishing is aimed at defrauding your private information: login names, passwords, and bank card details. Fraudsters can invent stories that look credible, send viruses, or lure you on false sites that look like original ones.
— do not tell anybody your passwords or card details whatever you are told
— check with your friends or official hotlines by phone on any suspicious event
— double check the address in the URL bar of your browser. Official sites' addresses mostly begin with https://
Common fraud scenarios (and hints on dealing with them)
Fraudsters often write or call their victims claiming to be an employee of a bank or other financial service. They may say that something is wrong with your payment, or you've received a huge money transfer.
1. Your account, Wallet, or bank card is blocked
A fraudster offers to unlock them after you tell him or her or specify somewhere your login, password, card details, and secret word.
What to do:
— contact our Support Service and check the information;
— call the bank's hotline at the number from your card.
You definitely should not tell your details to anybody.
2. Your payment or transfer was not properly executed
Fraudster guesses your account password, looks through your History, and then gets in touch you claiming to be a customer support staff member. You remember paying at the store the fraudster talks about. Next he or she asks you to reconfirm your payment by entering bank card details, password, and confirmation code.
What to do:
— check your History and the payment's status;
— check the information with customer support via a feedback form or by calling at the number specified on the official site.
3. You've won something, or someone has sent you a huge money transfer
To collect the money, you need to follow the link or provide your Wallet or card details.
What to do:
— check your History. If you truly received the transfer, the corresponding entry should be recorded;
— call our Support Service at the checked phone number and make sure we know about your win.
Patterns of fraudulent message
We recommend you get alarmed in the following cases:
— your postbox notifies you that the message may be fraudulent
— the message looks untidy: it has mistakes or unfinished sentences
— the links lead to incorrect site address: some letters are changed or added
— a file is attached to the message, and you are asked to download it.
If such email was sent to you on behalf of the company, save the screenshot of the email and contact our Support Service.
You can also report spam directly in your mailbox.
Making sure the email was sent by Yandex.Money
You will know our message is real in the following cases:
— the sender's address (the very address, not just the sender's name) includes @money.yandex.ru;
— all links and buttons lead you to Yandex.Money site with ‘https’ and a lock icon in your browser URL bar;
— no files attached to the email message, no suggestions made to enter your passwords or other details required for paying.
If you suspect an email to be fraudulent, make a screenshot of it and contact our Support Service.
What to do, if you were defrauded
If you followed a phishing link or downloaded an unknown file, check your computer for viruses. Free software:
— CureIt! by Dr.Web;
— Virus Removal Tool by Kaspersky Lab.
If you've entered your Yandex password somewhere on other site, try changing this password and your security question/answer as soon as possible. Fraudsters may change the details before you do it. If you cannot log in—contact our Support Service immediately.
Your response speed is essential if fraudsters gained access to your Wallet (particularly if they transferred your money). Our Support Service will do their best to help you at any case, but you will only be able to return your money in the following cases:
— you are an identified user
— money were debited less than 24 hours ago
— our check confirmed you were hacked.
Contact our Support Service (subject—‘Fraud’)