Emails have disappeared from the mailbox
Read our step-by-step email search instructions. Before you start working, open Yandex Mail in a new tab.
Select a problem:
If the emails are not in the folder where they should be, they probably ended up in another folder, such as Trash or Spam. Try searching for these messages across all folders by sender name or email address, message content, or subject.
Warning
Emails are stored in the Trash folder for 30 days, and in the Spam folder for 10 days. Afterwards, they are permanently removed from the Yandex servers.
Did you find the messages?
You can recover emails:
- Go to the folder where you found the email.
- Select the messages you want want to restore.
- Click the To folder button.
- Choose the folder where you want to move the selected messages, like Inbox.
If you couldn't find the emails manually or using the search tool, this means they can't be restored as they have been permanently removed from the Yandex Mail servers.
If the new messages don't appear in your Inbox, they probably ended up in another folder, such as Trash or Spam. Try searching for these messages across all folders by sender name or email address, message content, or subject.
Alert
Emails are stored in the Trash folder for 30 days, and in the Spam folder for 10 days. Afterwards, they are permanently removed from the Yandex servers.
Did you find the messages?
You can recover emails:
1. Go to the folder where you found the email.
2. Select the messages you want want to restore.
3. Click the To folder button.
4. Choose the folder where you want to move the selected messages, like Inbox.
If you found the messages in Trash, Spam, or another folder, they were most likely moved for one of these reasons:
This is a filter that deletes or moves email messages
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Make sure there are no mail filters that delete incoming messages or move them to other folders. If this is the case, try to disable them temporarily and see if the emails arrive to the Inbox folder.
If there is a filter that you didn't create, it was probably created automatically. This can happen if you move an email to another folder and click Yes when a pop-up asking "Move messages like this into this folder?" appears.
The sender is listed as a disabled subscription
- In Settings, select Manage subscriptions, open the Disabled tab, and check if the sender is listed there. If the subscription is disabled, new emails will end up in Trash. If you want the emails from this sender to appear in your Inbox, select the subscription and click Receive emails from this sender.
If the new messages are still missing, check that you entered your email address correctly on the website you expect to receive email from. Find out if the sender recorded your email address correctly.
Check that the site's or sender's email address isn't blacklisted.
Enter valid personal information in Yandex ID and link your phone number to your account. It may be that our security system considers your account suspicious and blocked the mailbox. This usually happens if you don't link a phone number to your mailbox or enter a fake name in Yandex ID. It usually takes a couple of hours to have your account unblocked.
Why email disappears and how to avoid this
Another user has access to your mailbox.
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Emails can be deleted by a user who has access to your mailbox: you may have forgotten to close your session on somebody else's device. To end the session, click Log out from all devices in the account menu. You can also do this in the Yandex ID settings using the link Log out on all devices.
Go to the session history log and check for any delete email operations.
Warning
The log contains information about approximately 2000 actions and the IP addresses associated with them. If more than 2000 actions were performed after the messages were deleted, data on the delete operation will not be displayed in the log.
Even if you're sure that only you have access to your mailbox, scan your computer for viruses and change your password and alternative address. You should also make sure there aren't any unknown phone numbers on the Phone numbers page.
Email gets lost in the mail client
- If you use an email client and delete emails in it, they disappear on the service page as well. This is because your client uses the IMAP protocol, and the inbox in your client is synced with the service. To delete messages in the client but keep them in Yandex Mail, you can configure the client using the POP3 protocol. However, we don't recommend this as messages might not sync with the server correctly.
This is a filter that deletes or moves email messages
- Make sure there are no mail filters that delete incoming messages or move them to other folders. If this is the case, try to disable them temporarily and see if the emails arrive to the Inbox folder.