Resolving issues with deductions from a bank card

Issue descriptionIssue description

• An email has been received by the owner of the billing account notifying of an error in debiting funds from a bank card.

SolutionSolution

Check the list of bank cards linked to your Yandex ID account under Payment methods in your account settings.
Here is a list of possible reasons why an error may occur when deducting funds:

• The bank card was previously unlinked from the Yandex ID account. If a card is unlinked from Yandex ID, it becomes unavailable for payment in Yandex Cloud.
• Online payments were disabled on the card linked to the account.
• You exceeded the daily/monthly limit for transactions on the card linked to the account.
• The bank card linked to the account has expired.
• The card linked to the account is blocked by the bank.

If the issue persistsIf the issue persists

If the above actions didn't help, create a request for support.
Provide the following information in the request:

1. The ID of the billing account for which a debiting error notification was received.
   The billing account ID has the format: d2nXXXXXXXXXXXXXXXXX. You can find this ID on the page with the billing account details.
2. Information about your country of residence.
3. From which country you are trying to pay by a bank card.
4. Whether your card allows online transactions: you can check this in the online banking system or mobile banking app.
5. Bank card mask.

For security reasons, do not disclose the following information to third parties:

• Full card number
• Card expiration date
• CVC/CVV code of the card
• One-time SMS passwords
• Details of other card transactions.