If you were scammed, hacked, or had your money stolen
If scammers have stolen your money, you need to contact the police. Otherwise, you won't be able to return it.
We always help with the investigation by providing all the necessary information (upon request from law enforcement agencies).
If you are in Russia, find the address of the nearest office on the Ministry of Internal Affairs' website.
You can file your statement in advance. Specify all details: what exactly happened, and which phone numbers and bank card numbers were used in the communication. If you have any bills or receipts, attach their copies to your statement.
When your statement is accepted, ask to move it to the Bureau of Special Technical Measures (if you are in Russia) or another division specializing on cybercrimes.
What else can you do? Let's go through the most common cases:
If you sent money to a fraudster:
Contact the police: this is the only way to get your money back (and bring the scammers to justice). How to do it
Please contact us via the form and tell us what happened. This will help us protect other users from scams.
If you didn't send any money but found out about a scam, please let us know via the form as well
For future reference
Make it a rule: If someone asks you for money via social media or a messenger, always ask a couple of personal questions. For example: When did we last meet? What's your cat's name? Or anything like that. If the person avoids answering or just goes silent, that's a strong sign it's a scam.
Massage purpose
YooMoney sends out payment receipts and reminders on payments, announcements for major changes, and information about the promotional campaigns with our partners.
We never ask you to send codes, passwords, or other secret information.
Sender's email
The address should end with @yoomoney.ru.
Make sure you're checking the address (inform@yoomoney.ru) and not the name (YooMoney or ЮMoney):
Where the links and buttons take you
Double check contents of your browser's address bar. Fraudsters sometimes change a letter or two in a website's name so you might not spot any differences at first glance.
Also, the website's address must start with https or the lock icon:
If at least one of these points if off, take a screenshot of this email and send it to us.
Give us a call: the Support Service will temporarily block your wallet and immediately start an investigation.
If your wallet is identified and you informed us about the theft within a day, we will return the money to you, but first we will need to inspect your claim of being hacked.
While our Support Service is looking into the problem, check out our security guide for future reference.
1. Give us a call (be ready to provide your wallet number). We will block spending transactions on it.
2. Block the SIM card by contacting your mobile carrier, for example, by phone. While the missing SIM card is active, anyone could use the services where your phone number is linked, change your passwords, etc.
After blocking, restore your SIM card in the carrier's outlet to get your phone number back.
If you have a new phone number
Make sure to change your phone number:
— In wallet settings
— For all important accounts: online banking, social networks, email box, etc.
3. If your smartphone isn't protected with a lock screen, turn on the lock or delete information from the smartphone remotely:
For iPhone smartphones
For Android smartphones
If you can't lock your smartphone or delete information
Cancel all bank cards that were linked to services and apps on your smartphone. Some apps, like taxi services, can charge your card without additional confirmation. As long as the card is active, anyone could make orders and pay on your behalf.
You can cancel your YooMoney card in the wallet (confirmation by text message is required).
4. Change your passwords for email box, social media, and other important services. Accounts that you logged into using your smartphone (the password might have been saved) and where the lost phone number is linked (someone could have accessed it via text messages) are at risk.
5. Cancel your virtual YooMoney card and get a new one if you haven't done this before. With access to your wallet and SIM card, someone might have gotten the full details of the virtual card before you took any measures.
6. Make sure that there are no other people's phone numbers or emails in the wallet settings. If there is something like that, delete it.
Now you can give us a call or contact the Support Service and ask to unlock the wallet.
Block your card as soon as possible using a button under "Cards". If you can't block it independently, call us or contact us via chat (you'll need to sign in to YooMoney).
If your card is new and hasn't been activated yet, there is no need to take urgent actions. Still, we recommend reporting the incident via chat (you'll need to sign in to YooMoney).
If money was stolen from your card or you sent a transfer following scammers' instructions, contact the police. How to do it
Please contact us via the form and tell us what happened. This will help us protect other users from scams.
It's not always a scam: sometimes a store may have a technical issue. Contact us using a form and we'll figure it out.
These are scammers: regular people or companies never ask to pay for a transfer.
What you can do:
Contact the police: this is the only way to get your money back (and bring the scammers to justice).
Contact us via the form and tell us what happened. This will help us protect other users from scams.