Frequently Asked Questions
What information do I need to provide in order to open a Wallet?
Each new Wallet is anonymous by default. That means it can only be used for payments at Russian stores (up to 15,000 rubles) and can't be used for transfers. We recommend you complete the identification process by showing us your passport. More about statuses.
How do I log in to Yandex.Money using my Twitter or Facebook account?
You can use your Facebook, VKontakte, Twitter, Google, or Mail.ru login for authorization. You will find special icons under the login form. Just click on one of the icons and enter your username and password for that site.
Do I need to be online to use Yandex.Money?
Yes. Yandex.Money is an online service, enabling quick payments for any goods and services. In fact, one of the things you can pay for using Yandex.Money is your Internet connection.
How much does using a Wallet cost?
We do not charge users who actually use Yandex.Money. But starting 25 September, 2014 we are implementing a service fee for users who haven't used their Wallet for two years or more. The fee is 270 rubles per month. If a user's balance is zero, the fee will not be applied.
One month before we deduct the first fee, we will send the Wallet owner an email to the primary address linked to the account. In order to cancel the service fee, you need to complete a payment, transfer funds, or add any amount to your account. You can also defer the charge for three months by clicking the link in the email.
There is no service fee for users who make payments or add money to their accounts at least once every two years.
How do I close my account?
To do this you need to contact our Support Service:
Adding Money to Your Account
How do I add money to my Yandex.Money account without commission?
To choose the method that is most convenient for you, use the ‘Commission Free’ filter.
How can I tell when money has been credited to my Yandex.Money account?
How do I add money to my account using a bank card for which the service ‘Bank Connection’ is activated?
How do I add money from a bank card on the Yandex.Money site?
You can use a card issued in Russia, Armenia, Azerbaijan, Belarus, Estonia, Georgia, Kazakhstan, Kirghizia, Latvia, Lithuania, Moldova, Tajikistan, Turkey, Turkmenistan, Ukraine, or Uzbekistan.
How do I add money to my account via online banking?
On the ‘Online Banking’ page you will find detailed, illustrated instructions for each of our partner banks.
If your bank is not listed, you can add money to your account via wire transfer from any part of the world. To do this, you need to get the relevant banking details. Some countries impose less than 1% commission on transfers sent by identified users.
How do I add money from mobile phone account?
You can only add money to your Yandex.Money account from the balance of your linked phone number if you are Beeline, MegaFon, MTS, or Tele2 subscriber.
How do I add money to another user’s Yandex.Money account using cash?
You can send money via payment kiosks, ATMs, online banking, or sales offices. To do this, you need to know the recipient’s account number.
Please note that the recipient will not be informed of who sent the money.
However, it’s more practical to open a Yandex.Money Wallet. Then you’ll be able to send transfers online using this form.
How can I add money to my Yandex.Money account through a bank if I'm not a resident of the Russian Federation?
Users who are not citizens of the Russian Federation can’t make transfers to their accounts in rubles. To add money to your account, you can send a transfer from anywhere in the world in a different currency. To do this, you need to get the relevant banking details.
How do I add money to my Yandex.Money account from Visa QIWI Wallet?
Open QIWI's site or mobile app, type ‘Yandex.Money’ into the search panel, and specify the Yandex.Money Wallet number.
The commission is 3%, maximum transfer amount is 15,000 rubles.
I received a transfer and now it is ‘Awaiting confirmation’. What does this mean?
Someone probably sent you a hold-for-pickup transfer or a transfer protected with a security code. Such transfers require confirmation. It is also possible that you don't have enough space in your Wallet to collect the money. Anonymous users can keep up to 15,000 rubles on their accounts, reviewed users can keep up to 60,000 rubles, and identified users can keep up to 500,000 rubles. If you exceed your limit, don't forget to free up space in your Wallet.
My balance does not exceed my limit, but new deposits won't come through. Why?
You probably have funds reserved for pending payments. This means, you sent someone a transfer, but the recipient hasn't accepted the transfer. This funds takes up space on your account, but it is not displayed as a part of your available balance. This is because you can't use the funds.
What do I do if a payment I made at a payment kiosk has not been credited?
Contact the kiosk’s customer service center.
How do I find the right payment form in the catalog?
You have two options:
1. Open the catalog, choose the appropriate category, and find the store you are trying to make a payment to.
2. Enter the name of the store in the search field (found at the top of each page).
What payment methods can be used on the Yandex.Money website?
You can pay for all goods and services from our catalog using your Yandex.Money account or your linked bank card.
For most services, additional payment methods are available. For example, when you pay for cell phone service, internet, home utilities, or other things from the ‘Local Payments’ section, you can choose to pay:
There's no extra fee for such payments. If you are logged in when you complete the payment, we'll save a record of the payment in your payment history.
I want to shop at a store that doesn't accept Yandex.Money. What should I do?
Can I pay with Yandex.Money at international stores?
Can I transfer Yandex.Money to a foreign currency account in a Russian bank?
Your bank can provide a more thorough answer to this question.
Usually such issues are resolved in the following way: the customer opens two accounts — one in rubles and the other in a foreign currency. Then a request is made to the bank to convert all the money deposited to the ruble account into the other currency (according to the bank’s internal rate).
What do I do if I don’t have enough money to make a payment?
First, there are several methods of adding money to your account without leaving the house.
Second, you can link a bank card. Enter its details once, and you'll be able to pay without adding money to your account—quickly, safely, and commission free.
Third, when you pay for cell phone service, internet, home utilities, or other services from the ‘Local Payments’ section, you can choose to use any Visa or MasterCard (even if it's not linked to your account) or else pay in cash.
How do I pay GIBDD traffic police fines?
You have two options:
The commission is 1%, but no less than 30 rubles. You can pay with a card or from your Wallet.
How do I pay taxes?
On our site, you can pay individuals and sole proprietors' taxes.
Without commission. You can pay with any card, from your Wallet, or in cash.
How do I get a receipt after paying a traffic fine from my Yandex.Money account?
Wait for about 1–2 business days, until the bank confirms the payment. Then a link to the payment order will appear in your History. Open it and print it out. This document confirms money was credited to the account of the appropriate GIBDD subdivision.
How do I repeat my tax payment without filling out all the details again?
Find the previous payment in your History and add it to your Favorites. After that, you’ll be able to repeat it in two clicks. You can also check for outstanding payments by document index or INN and settle any debts right on the results page.
Can I pay for Internet service if my provider has cut off access?
Yes, but only if your Internet service provider participates in the ‘Ya.Access’ program.
My provider does not participate in the ‘Ya.Access’ program. What should I do?
Ask them to switch you to the ‘Offline Payment’ program. All the details your provider needs to know are available in the ‘For Partners section.’
I added 5,000 rubles to a cell phone balance, and now I can't pay another mobile carrier. Why?
You've reached the limit for cell phone service payments. Limits are:
Can I buy a PIN to give to someone else as a gift?
Yes, but you have to let them know you’re giving them the PIN yourself (i.e. tell them in person, via email, or by phone). Yandex.Money doesn’t have an automatic system that transfers PINs from one user to another.
How do I get my money back if a store cancels my order?
The payment will be automatically returned to your Yandex.Money Wallet within a few days. You can find a record of the return in your History.
If your money has not been returned within 5 business days, you should contact the store’s customer support service.
Can I make payments to a person in the same way I make payments to stores?
You can send a transfer to another user if your account has already been reviewed or you've completed the identification process. More about statuses.
To send a transfer, you need to enter one of the following:
If you want to ensure your transfer is protected, use a security code. Then the recipient will be able to accept the money only when you tell him or her the code.
If the recipient's Wallet is full, he or she will have 7 days to free up enough space to receive the transfer.
Can individuals (non-legal entities) receive payments?
Yes. Money can be sent to another user via the transfer form.
If you expect regular payments, we strongly recommend obtaining professional status. That way both you and payment senders will be protected by special rules.
If you don't have enough space on your account, payment may be incomplete. Anonymous users can have up to 15,000 rubles on the account; reviewed users can have up to 60,000 rubles; identified users can have up to 500,000 rubles. To prevent exceeding the limit, don't forget to free up space in your Wallet.
Can I transfer Yandex.Money to QIWI Wallet?
Yes you can, with 3% commission. Make a transfer
How do I find out if a payment has reached the bank?
Find the details for the given payment in your History and check its status:
Where can I find the payment transaction number?
View your history on our homepage and find the payment you need. Click it to open details. There you will see the transaction number.
How can I find out the status of my payment?
Find the details for the given payment in your History and check its status:
How do I correctly fill out the ‘Payment Details’ field?
You need to enter the details that will help the recipient ‘identify’ your payment:
For example, payment details may look like the following:
‘Payment for security services under account No.123456789 for October 2014 by J. J. Smith’.
How do I get a receipt verifying that I actually paid?
We keep links to all receipts in your History (under payment details).
Right after you make a payment, we will send a receipt to your email address. It confirms that we accepted the payment.
If you paid a fine, within two business days a link to the bank's payment order will also appear in details of this payment. This document confirms your money was credited to the recipient's account.
You can also ask our Support Service for a receipt with the bank's seal on it. Copy the date and number of the transaction from your payment details and paste them into your message.
Why is my balance negative?
A technical overdraft has occurred on your Yandex.Money account. There are several reasons why this may have happened:
Transfers to Other Users
How do I send a transfer?
You can see a ‘Transfers’ section in the left-hand menu on every page of our site—view it to transfer money from one of the following sources:
You can choose transfer destination:
Specify the amount to view resulting sum including the commission:
The commission for transfers between cards depends on whether you have a Wallet. If you have one, the commission is 1.5% (no less than 35 rubles). If you do not have one, it is 1.95% (no less than 40 rubles).
Money is credited to the Wallet instantly, as well as to the card. But in some banks, crediting may take up to 5 days—this occurs extremely rare.
Nuance: starting 16 May 2014, sending and receiving transfers require specifying personal information. Learn more
Who can I send a transfer to?
You can transfer money to any person with a bank card, mobile phone, or email address. It does not matter if this person has a Wallet on Yandex. Such person will receive instructions on how to collect the money. In this case the commission for transfer is 3%.
The transfer won't get through if the recipient's Wallet does not have enough space in it. You will see a notice on that. In this case you can transfer money to a card or ask the recipient to complete identification. When making transfers to Wallets note the user's status. Be careful sending money to anonymous user.
What limits apply to transfers?
The limits depend on the source and destination of transfer you are willing to make and no your user status in our service.
— 60,000 rubles at a time for reviewed users and 400,000 rubes for identified users,
— 200,000 rubles a month for reviewed users
Anonymous users need to upgrade their status.
From a Wallet to a card:
— 15,000 rubles at a time for reviewed users and 75,000 rubles for identified users,
— 150,000 rubles a day (5 transfers a day, for the cards issued outside of Russia),
— 600,000 rubles a month.
Anonymous users need to upgrade their status.
From a card to a Wallet:
— 15,000 rubles at a time,
— 100,000 rubles a day (to up to 15 Wallets),
— 200,000 rubles a month (to up to 400 Wallets).
— 70,000 rubles at a time,
— 600,000 rubles a month.
Can I send a transfer using the bank card linked to my account?
Yes, you can. Simply select your linked bank card in ‘From’ field. You sometimes need to confirm the transfer on the bank's site. For instance, if you card is protected by 3-D Secure technology.
The standard commission of 1% applies to these transfers.
The recipient says my transfer was lost. What do I need to do?
Make sure you sent the money to the right account number. If everything is right, ask the recipient to check the incoming transfer record again (or the bank statement if you make transfer to a card). You’ll need to provide:
If the recipient doesn't find your payment even after that, please contact our Support Service.
How do I know when I’ve received a transfer with a security code?
A special mark near your balance will notify you on this. View your Histroy, select ‘Deposits’, and you'll see unaccepted transfers. To collect money, click ‘Accept transfer’ and enter the security code you received from the sender.
Remember that this code can expire. If the transfer is not accepted in time, money will be returned to the sender.
I sent a transfer, but the transfer sum has been reserved on my account. Why?
The recipient is probably anonymous: he or she can collect money after upgrading their status. Other possible reason is that you've made a hold-for-pickup transfer or a transfer with security code.
Anyway, the pending transfer is waiting for confirmation by its recipient. If the user does not accept the transfer, the reserved amount becomes available again after the transfer expiration.
Can a transfer be canceled after it has been sent?
No. Money will only be returned if the recipient doesn't accept it. This is possible in the following three cases:
What happens if a stranger finds out the security code on my payment?
You don't need to worry if this fraudster still unaware of the recipient's passwords: payment password and account password. Transfers cannot be returned or readdressed to other Wallet with just a security code.
It certainly better if only you and your recipient know the code.
I sent a transfer but forgot to write down the security code. What should I do?
The code is saved under operations details in your History: view the operation you need and you'll see your security code.
How do I use bank cards with Yandex.Money?
You can add money to your account with a bank card:
You can link the card for payments. In this case you won't need to add money to your Wallet or specify the card's details on different sites. It is handy and secure.
And you also can transfer money from your Wallet to the card.
How safe are transactions with linked cards?
We have done everything possible to make using bank cards on Yandex.Money safe. All you have to do is follow certain safety measures.
Can I transfer money from a Wallet to a bank card?
Yes, if you are a reviewed or identified user. Anonymous users need to specify their passport details first. This required by law. More about user statuses
You have two options:
How many cards can I link to my account?
You can link up to five bank cards. You can select which will be your primary card. We'll use that card for any automatic payments you authorize, e.g. if you've activated an autopayment on our website or authorized a third-party app to debit money from your account.
You can manage your bank cards under your account Settings (section ‘Bank Cards’).
Which bank cards can I link to my Yandex.Money Wallet?
You can link any Visa (including Electron), MasterCard and Maestro issued in any bank of Russia, Armenia, Azerbaijan, Belarus, Estonia, Georgia, Kazakhstan, Kyrgyzstan, Latvia, Lithuania, Moldova, Tajikistan, Turkey, Turkmenistan, Ukraine, or Uzbekistan.
Withdrawing cash via ATMs
You will need a Yandex.Money bank card: it allows making cash withdrawals in any currency at any ATMs of any country worldwide. More about bank cards
Security and Support Service
How do I avoid beсoming a victim of fraud?
Remember that online fraudsters are very inventive. Your best protection is common sense. Do not get involved in sucpicious transactions or send money to strangers. And always follow our security recommendations.
What do I do if I’ve been defrauded?
Contact our Support Service and report the problem as soon as possible.
We can legally return your money only if:
What is Session History?
Is it possible for information in my Session History to be incomplete?
Yes. Therefore, if you have any suspicions that a stranger gained access to your Wallet, be sure to contact our Support Service.
How do I contact the Support Service?
In order for us to help you as quickly as possible, we ask you to include the following in your request:
Attention: we will never ask for any of your passwords.
A few minutes after you’ve contacted us you will receive a reply with the registration number of your request (it will look like this: [Ticket#123456789012345]). You need to save this number and enter it in the subject field of any follow-up emails regarding your issue.
Please remember that letters to the Support Service are processed on a first-come, first-served basis according to the time of their receipt. Please do not send duplicate messages requesting that we attend to your message; this will bump your letter to the end of the queue.
How do I recover a forgotten payment password?
If a cell phone number is linked to your Yandex.Money account, it makes things easy: request a text message with a recovery code. As soon as you enter the code on Yandex.Money's website, you’ll be prompted to create a new payment password.
If you don't have a cell phone number linked to your account, but you remember the recovery code that you specified when you opened your Wallet, do the following:
If you don’t remember your recovery code, you’ll need to file a request to link your cell phone number to your account. After that, you’ll receive a text message with a code. Enter it on the Yandex.Money website and recover your payment password.
How long does it take for written requests to be answered?
If you submit your application in our office, it will only take several minutes to handle it. If you send it by mail, you need to consider the delivery time.
The maximum term for handling any kind of applications is 30 days. It is set out in the Agreement on use of the service.
Who charges commission on money added to my account, Yandex.Money or the bank?
Yandex.Money does not charge commission on deposits to your Yandex.Money account (except in special cases). As a rule, our partners (banks, payment kiosk networks, etc.) set their own surcharge for payment acceptance. Keep in mind that you can add money to your Yandex.Money Wallet commission free.
What limits are set on transfers to other users?
It depends on your user status. Identified users can transfer up to 400,000 rubles at a time and 600,000 rubles a day. Reviewed users can transfer 60,000 rubles at a time and 200,000 rubles a month. Anonymous users cannot make or receive transfers—they need to upgrade their status first.
What are the limit for adding money to a Wallet from a card?
If you add money on our site, the following limits are applied:
For Alfa-Bank clients: 15,000 rubles at a time and 30,000 rubles a day.
What are the limits for transferring from a Wallet to a card?
Minimum transfer amount is 100 rubles. At a time, you can send up to 75,000 rubles from identified Wallet and 15,000 rubles from a reviewed Wallet.
Daily limit—150,000 rubles; monthly limit—600,000 rubles.
Nuance: you can make up to 5 transfers a day to the cards issued outside of Russia.
What are the limits for Western Union transfers on our site?
Maximum transfer form one Wallet is 100,000 rubles at a time and 300,000 rubles a month. Common limit for all who transfer money from several sources is 300,000 rubles a month. Only identified users can transfer money using this method.
What are the limits on transferring Yandex.Money to a Russian bank account?
Limits on transfers for reviewed users are 15,000 rubles at a time and 300,000 rubles per month. Identified users can send up to 100,000 rubles at a time and 3,000,000 rubles per month.
What are the limits on withdrawing money from a Yandex.Money account?
If you've completed the identification process, you can withdraw up to 500,000 rubles a day. Within this limit you may: withdraw cash from your Yandex.Money card; transfer money to standard accounts and bank card accounts or to a WebMoney Purse; pay fines and taxes. The limit is universal, meaning that if you transfer 500,000 rubles to a bank account today, for example, you will not be able to pay a tax or a fine tomorrow. Payments at stores are not included in these limits.
Reviewed and anonymous users are restricted by the limits specified for each withdrawal method.
What limits are there on payments made in cash or with a bank card that's not linked to a Yandex.Money account?
The standard limit for both methods is 15,000 rubles at a time. Additionally, some stores may impose their own limits. For example, МТS, Beeline, and Megafon have set a common limit for anonymous users—5,000 rubles a day. All limits
What are the limits on virtual and plastic Yandex.Money cards?
For anonymous users: 15,000 rubles at a time and 40,000 rubles a month.
For reviewed Wallet owners: 60,000 rubles at a time and 200,000 a month.
For identified users: 100,000 rubles at a time and 3,000,000 rubles a month.
Those limits are required by the law ‘On the National Payment System’ (No. 161-FZ). For a complete list of limits see the table on our website.
History and Regular Payments
What are ‘Saved’ payments and how do I save them?
Our service includes the following operations to the following list:
— Favorites—all operations you've marked with a star icon. You can quickly repeat them from their payment details
— Reminders and Autopayments—if you adjusted them in the course of a payment.
How do I add something to my Favorites (or remove a note from it)?
Use the star icon in your payment details. Payment will be recorded to your Favorites if you click on this star and it turns yellow. Click again to remove the record.
How do I change an element’s name under my Favorites?
Open payment details, click its name, and type in new one.
How do reminders work?
You are adjusting them during the payment. And after that we send you reminding emails on the due date with a set frequency.
The list of your reminders is kept under Your Operations section. To change the due date or cancel a reminder, click the record—this will open its settings.
How do autopayments work?
Enable them during the payment process or separately: for Skype, MTS, Megafon, and Beeline. After that, the service will debit the money automatically on a schedule.
You can find the list of your autopayments under the My Operations section. Autopayments are disabled in the settings. More about autopayments
What is saved to my History? How do I deal with it?
Your History records all your payments, transfers, and operations of adding money. You can check the operations date, exact time, transaction number, and other details.
If you want to view only payments (or adding operations), use filters.
You can send selection of any time period to your email address.
For what is the button ‘Return money to the sender’ in payment details?
It will help you if you borrowed money and wish to return your debt. Yandex.Money will automatically calculate the amount you need to send, including commission for the transfer. This button redirects you to a filled out form, on which you only need to confirm the transfer.
A payment with the status ‘returned’ appeared in my History. What does that mean?
Due to some reasons, your payment has been canceled. For instance, you may have paid for goods that were not in stock, and the store returned the payment. Or you may have tried to transfer money to your bank account, but the bank declined the payment.
Mobile Version and Yandex.Money Apps
How does the mobile version of Yandex.Money differ from the full website version?
The mobile version is specifically designed to provide you with convenient access to the site from a cell phone or other mobile device. It features fewer functions compared to the full website version, but we are constantly adding more.
What kinds of cell phones can I use to access the mobile version?
Do I need to open a separate Yandex.Money Wallet for the mobile version or app?
No. You can access the mobile version or app at any time using your active login and password.
How do I sign in on the mobile app?
It’s super simple: open the app, click ‘Login’, and enter your username and password.
Can I access the full version of the site from a cell phone?
Yes, but only some mobile devices support the full version.
Why are there only a limited number of functions available on the mobile version and on the mobile apps?
These interfaces are designed to help you make your most important payments when you’re away from your home computer.
If there is a function you need that’s missing now, check our updates regularly. We are constantly increasing the number of options available on our mobile version and apps.
Payment forms don’t show up properly in my browser. What should I do?
Can I check on my account without logging in to the Yandex.Money website?
It depends on your browser. If you use Firefox or Internet Explorer, install Yandex.Bar, and information about your balance will be updated every five minutes (or as often as you indicate).
How many payment buttons can I put on my website?
As many as you want. If each button required different settings, fill out the construction kit form again (and copy the code again). Create a button
Why should I switch to a professional account?
You'll need to obtain professional status if you accept payments as an individual (non-legal entity). Professionals have two important advantages. First, professionals can accept an unlimited number of transfers from Yandex.Money Wallets and from any bank cards. Second, the professionals interests are protected by special rules.
Professionals can accept unlimited number of transfers as long as their balance stays withing the limit—500,000 rubles. When the Wallet is full, you need to free up space in it. Otherwise new transfer will pend for 7 days before returning to their senders.
How do I buy a pre-paid card?
What should I do if I can’t activate my pre-paid card?
Please make sure that the card number, password, and verification code you entered are correct. If they are, but activation cannot be completed, contact our Support Service.