Problem with a subscription

I was charged twice

If you accidentally used two different payment methods to pay twice for a subscription using the same account, contact customer support. Add a screenshot of your bank statement that shows the following information:
  • A portion of your card number — the first 6 and last 4 digits.
  • The payment date.
  • The payment amount.
  • The payment recipient.

I paid for a subscription, but it doesn't work

Make sure that you are logged into the same account that you used when buying the subscription. If you don't remember your login or password for this account, follow the instructions under Solving problems in Help for Yandex ID.

If you are using the correct account, try logging out of it and logging in again.

Tell us how you paid for the subscription:

Contact customer support. We will look into your situation and restore your subscription for the period you paid for.

See our recommendations in the Help for Yandex Music for Mobile: iOS, Android.

Subscriptions are managed by the mobile operator. Contact your operator's support service.

There's no money on the card

If your card has insufficient funds on the day of payment, the subscription is not deactivated immediately: it remains active for seven more days. If the payment isn't received during this week, the subscription's features become temporarily unavailable. For the next three weeks, we'll wait for the payment and send you reminders by email. If the payment is not received by the end of this period, the subscription is deactivated.