Help

FAQ

What should I do, if I forgot my login, password, or payment password?
For a login on Yandex we have a stand-alone instruction.
To fix issues with your password, visit access restore page.
If you registered via a social network, contact our Support Service. Specify your full name, mobile phone number used for registration, your Wallet number, and the date of the last operation (if you remember them).
You can restore payment password via text messages, if you have a phone number linked to your account. If you don't have one, use a recovery code or file an application for linking a phone number.
Why is my account blocked? What should I do?
Most commonly the Wallet is blocked, if something suspicious has happened. In that case our security service needs to make sure the Wallet is used by its proper owner. Our service messages will appear in the course of the payment, on our homepage, and in your email.
If your Wallet is blocked without reasoning, contact our Support Service.
Why the service asks me to specify my personal information or complete identification?
Fist scenario: you are trying to transfer money from your Wallet to another one or make other operation forbidden for users with your status by legislation (anonymous or reviewed). After identification all restrictions will be removed. More about statuses
Second scenario: something suspicious is happening to your Wallet. In this case our Security Service temporary blocks access to the Wallet until we make sure it is solely used by the owner. If you did not get any instructions, contact our Support Service.
How do I complete identification and how much is it?
Sberbank clients may complete identification via Mobile Bank for free. For that, you need to have the same phone number specified for your Mobile Bank and Yandex.Money. Link a phone number
If you are in Moscow, St. Petersburg, Nizhny Novgorod, Novosibirsk, or Yekaterinburg, bring your application to a Yandex office. It is free.
If you are in any other region, you can make identification payment: in a Euroset mobile retail outlet for 50 rubles, in a CONTACT outlet for 250 rubles, 100 of which will be added to your Wallet.
You can visit identification agent in some countries of the CIS (the cost depends on the city).
If you don't have any of these around, you can send your application by mail. In this case you need to legalize your signature.
If you have several Wallets, you only need to complete identification once. After that you may expand your details on other Wallets for free.
How do I transfer money to another person?
To a Yandex.Money Wallet—from your Wallet (the commission is 0.5%) or with a bank card (the commission is 49 rubles).
To a bank card—from your Wallet (the commission is 3% + 45 rubles) or with a bank card (1.95%, but no less than 40 rubles).
Nuance: to make transfers from you Wallet and receive money to it, you need to provide your personal information.
Identified user can send money to bank accounts via Western Union or CONTACT systems.
How do I withdraw cash from my Wallet?
— Withdraw it at any ATM using Yandex.Money card.
— Transfer money to a bank account and collect it at the bank.
— Collect money at any Western Union location.
— Collect money at CONTACT locations in Russia, Armenia, Azerbaijan, Kazakhstan, Kyrgyzstan, Moldova, Tajikistan, Abkhazia, and Ossetia (Tskhinvali).
— Withdraw at RIB counter in Moscow.
How do I add money to my Wallet? In what cases commission is not charged?
The simplest way is to transfer money from a bank card. The commission is 1%.
If you have access to Sberbank Online, Alfa-Click, or other online banks, you can add money to your account in the comfort of your home without commission or with a little charge (depending on the bank).
You can also add money to your account in Euroset or Svyaznoy mobile retail outlets and in Sberbank's ATMs using any bank card.
Why do I need to link bank card for payments and how do I use it?
Linking bank card allows you paying directly from this card on any sites accepting Yandex.Money. In this case the payment is performed via your Wallet, and you don't need to specify the card's details on the store's website.
Payment process looks usual. When confirming payment, you need to choose what to debit: your Wallet or your linked bank card.
Someone stole money from my Wallet. What should I do?
Write or call our Support Service right now. We will temporary block your Wallet and start looking into the problem.
If an identified user reports theft within 24 hours, we will return your money. Though the check should prove it was a hack attack, and you did not give your password or emergency code to fraudsters.
Why I do not receive text message passwords?
Double check, if you have up-to-date phone number specified under your account Settings.
Sometimes text messages may be miscarried due to mobile operator's technical issues. In this case we will notify you on that on the payment confirmation page.
If you clicked "Get new password", but the text message did not come in 7 minutes, use emergency codes. More about emergency codes
Please note: do not tell text message passwords and emergency codes to anybody. Yandex.Money employees will never ask you for a password or a code.
The service does not accept text message password or emergency code, but I am sure it is correct. What should I do?
Contact our Support Service right away. Someone else has probably gained access to your Wallet.
Please note: do not tell text message passwords and emergency codes to anybody. Yandex.Money employees will never ask you for a password or a code.
What is a ‘Yandex.Money bank card’?
This is a supplement to your Yandex.Money Wallet. The card's and the Wallet's balance are one and the same, yet the card allows you to pay at any store: even at the stores that do not accept Yandex.Money.
We issue two types of cards:
  1. Virtual card is for free—you can use it for paying on any sites.
  2. Plastic card is in two variants: you can order one with your name on it on our site (its service fee is 199 rubles for three years); or you can get one pre-issued in our office (its service fee is 20 rubles a month). With this card you can pay at any stores and withdraw cash via ATMs of any bank.
How do I receive a receipt or other payment confirmation?
If the service knows your email address, you will instantly get a receipt proving we have accepted your payment.
If you've paid a fee or tax, payment order from the bank will appear under the payment details within two business days. This document confirms your money was credited to the recipient's account.
If you need a receipt with the bank's seal on it, you can ask our Support Service for it. Copy the date and number of the transaction from your payment details and paste them into your message.
How do I accept payments on my Wallet or bank account?
All identified users can accept money to their Wallets. Possible options:
— embed a ready-made form or button for accepting payments on your site
— create your own page on yasobe.ru
— create your campaign via Yandex.Money app for Facebook or VK.com.
Only corporations and sole proprietors are allowed to accept money to bank accounts. You have two options.
Ready-made form works best for you if you don't need a contract, and you only work with Yandex.Money users or bank card owners. Everything will work as soon as you embed the form on your site.
Yandex Payment Solution is good for those, who wants to accept payments from bank cards, via different e-wallets, from online bankings, from mobile phone balances, or in cash. You only need a scanned copy of your ID to enter into contract with us. You will be able to accept payments in three days.
What limitations apply to payment and transfer amounts?
Most commonly restrictions depend on your status. For instance, anonymous user can pay up to 15,000 rubles at a time, and reviewed user can pay up to 60,000 rubles at a time.
Some goods and services are applied individual limits. For instance, you can spend up to 5,000 rubles a day for mobile servicing.
What can I do in Yandex.Money without registration?
— You can add money to your phone account, pay for house utilities, buy games, and many other. All of these with a bank card or sometimes in cash.
— You can add money to your Wallet with a bank card.
— You can make transfers from card to card.
You can find all answers under our Help section.
If you need a quick solution,
contact our Support Service.