Access problems
Access to ad campaign
If you don't have an advertising campaign, use another form to let us know about the issue you're experiencing.
Try using the prompt on the access recovery page. In the Username or email field, a possible username will appear under Perhaps... if you logged into your account from the same computer recently.
If you couldn't recover access, write to us using the form at the bottom of the page. Make sure to include your campaign number and any other information which can help identify you in the system (for example, numbers of paid invoices or statements issued).
The quickest and easiest way to restore access to your ad campaign is by automatic password recovery. Follow the link Forgot your password? and select one of the proposed access recovery options. For example, answer the security question you provided when you registered.
If you are unable to restore access the first time you try, you might try writing the answer to the security question in different ways or switching your keyboard language. You can also use other recovery methods such as having a message sent to an alternative email address or via SMS to your mobile phone. These options are only available, however, if you previously enabled them in your account settings.
If you are sure that you did everything correctly, but still can't log in to your account, fill out the form on the “ I forgot my password ” page.
Transfer campaigns to a different username
In some cases we can move your campaigns to a different username if we can't restore access to your account. To do this, everyone who paid for the advertising campaign must write an official statement and send or deliver the original (not a copy) to the address: 119021, Moscow, ul. Lva Tolstogo 16, “Yandex” LLC (Commercial department)..
The official statement can take any form, but must contain certain mandatory information.
- Payer's full name and passport information
- Ad campaign numbers
- Reasons for the account transfer
- New username to transfer the campaign to (there should be no other ad campaigns under this username)
- Numbers from several previously paid bills and financial documents (Acts).
The statement should be signed by the payer. If the payer intends to visit the office in person, they must bring their passport. If the payer sends their statement by mail, their signature must be notarized.
- Name and TIN of the organization that made the payment
- Ad campaign numbers
- Reasons for the account transfer
- New username to transfer the campaign to (there should be no other ad campaigns under this username)
- Numbers from several previously paid bills and financial documents (Acts).
The statement must be signed by the director and affixed with the company seal.
Before sending the originals, please send us scanned copies of the statements using the feedback form so we can check them.
Access to the Yandex Direct interface
If you couldn't access any page in the Yandex Direct interface, write to us using the form at the bottom of the page.
Access to campaign management using XLS
If you see the message Access to the interface for working with files with tabular formats is temporarily suspended in the ad campaign interface, try the following:
- turn off browser incognito mode and other apps blocking cookies
- try to use the service in a different browser
If these recommendations didn't help, please contact us.
