---
metadata:
  - name: generator
    content: Diplodoc Platform v5.55.2
alternate:
  - https://yandex.com.tr/support/games/en/troubleshooting.md
  - https://yandex.com.tr/support/games/es/troubleshooting.md
  - https://yandex.com.tr/support/games/pt/troubleshooting.md
  - https://yandex.com.tr/support/games/ru/troubleshooting.md
  - https://yandex.com.tr/support/games/tr/troubleshooting.md
  - href: en/troubleshooting.md
    type: text/markdown
    title: Markdown version
  - href: llms.txt
    type: text/markdown
    title: llms.txt
---
> **Documentation Index:** Fetch the complete configuration index at https://yandex.com.tr/support/games/en/llms.txt

# Solutions to common problems

## Errors in the game {#errors}

{% cut "The game won't open" %}

- Try opening other sites and games. If they don't open either, check your internet connection.
- [Disable](https://yandex.com/support/common/en/troubleshooting/yandex-in-adblock) ad blockers. Your antivirus may be blocking the game, but you shouldn't disable it.
- Check the game in another browser. If it doesn't open anywhere, contact the game developer.
- Turn on [Incognito](https://yandex.com/support/common/en/browsers-settings/incognito) mode.
- Clear the [cache](https://yandex.com/support/common/en/browsers-settings/cache) and [cookies](https://yandex.com/support/common/en/browsers-settings/browsers-cookies).

If the problem persists, contact us via the [form](https://yandex.com.tr/support/games/en/feedback.md). Specify the name of the game that won't open. If possible, attach a screenshot of the error and other details that will help us sort out the problem faster.

{% endcut %}


{% cut "Error in the game, the game crashes" %}

Clear the [cache](https://yandex.com/support/common/en/browsers-settings/cache) and [cookies](https://yandex.com/support/common/en/browsers-settings/browsers-cookies).

If this didn't help, check whether the game works correctly in a different browser or on a different device and contact us via the [form](https://yandex.com.tr/support/games/en/feedback.md). Enter the name of the game and your username. We'll check the game and send a message to the game developer.

{% endcut %}


{% cut "I can't progress to the next level, progress stopped" %}

Report the problem via the [form](https://yandex.com.tr/support/games/en/feedback.md), specify the name of the game and your username.

{% endcut %}


{% cut "My achievements disappeared" %}

Some games don't save your progress. If you're sure this game should be saving your progress:

- Make sure you are logged in to your [Yandex ID](https://passport.yandex.com/profile).
- Make sure you haven't [cleared the cache](https://yandex.com/support/common/en/browsers-settings/cache).
- Disable temporary file cleaners (for example, CCleaner).

If you couldn't solve the problem, contact us via the [form](https://yandex.com.tr/support/games/en/feedback.md), specify the name of the game and your username.

{% endcut %}


{% cut "The game doesn't download and doesn't work offline" %}

You can't download games: they are only available in the browser. If you're offline, games won't work properly.

{% endcut %}


{% cut "The game slows down, freezes, crashes" %}

Try one of the following ways to solve the problem:

- [Clear the cache](https://yandex.com/support/common/en/browsers-settings/cache).
- [Clear the cookies](https://yandex.com/support/common/en/browsers-settings/browsers-cookies).

Antiviruses may also block the game.

{% endcut %}


## Questions about the game {#game}

{% cut "Continue playing on another device" %}

If your progress is saved on the server, you can continue playing the game on another device. Some games don't save your progress.

{% endcut %}


{% cut "I want to find a game but can't remember the name" %}

If you can't remember the name of the game or can't find it through the search, look in **Your games**. It shows up to 15 latest games you played.

{% endcut %}


## Payments and winnings {#payments}

{% cut "I can't collect my winnings" %}

The points you get in the game are virtual. You can't sell, exchange, or withdraw them to your bank card.

{% endcut %}


{% cut "Payment failed, I didn't receive the points" %}

Report the problem via the [form](https://yandex.com.tr/support/games/en/feedback.md). Enter the name of the game and your username. Attach a screenshot of the transaction receipt that shows the exact amount, date, and time of payment. The electronic receipt is sent to the email address you specified.

{% endcut %}


## Buying Steam game keys {#steam}

{% cut "Where can I download Steam?" %}

You can download the latest client version from the official [Steam](https://store.steampowered.com/about/Steam) website.

{% endcut %}


{% cut "How do I activate a Steam key and play the game?" %}

1. If you don't have the Steam client, download it from the [official website](https://store.steampowered.com/about/Steam) and install it.

1. Log in to your Steam account or register if you don't have one yet.

1. To activate the key:

    1. In the top bar, click **Games**. You can also click **Add a game** in the bottom left corner.
    1. Choose **Activate a Product on Steam**.

1. Enter the activation key you got after purchasing the game. The game will appear in your **Library**, where you can install and launch it.

{% endcut %}


{% cut "\"Sorry, but this product is not available for purchase in this country. Your product key has not been redeemed.\"" %}

The key can only be activated on Steam accounts from the regions listed in the product description.

Log in to a Steam account linked to one of the supported regions.

{% endcut %}


{% cut "\"Invalid Product Code\"" %}

Make sure you have entered the correct key. Try copying and pasting the code into the activation window using the **Ctrl + C**, **Ctrl + V** keyboard shortcuts.

{% endcut %}


{% cut "I activated a key, but the game doesn't launch on Steam and I get an invalid region message" %}

Make sure you don't have a VPN running on your computer and restart Steam.

{% endcut %}


{% cut "Can I buy DLCs for a game purchased on Yandex Games?" %}

Yes, you can buy DLCs if they're available for purchase in the Steam client.

{% endcut %}


{% cut "I've activated a product, but the system says I already have it" %}

Report the problem via the [form](https://yandex.com.tr/support/games/en/feedback.md) and provide the following:

- The screenshot of you entering the key.
- The screenshot of the error.
- Purchase details (order number, order date and time).
- Screenshot of the **Account details** → **View licenses and product key activations** page on Steam.

{% endcut %}


## In-game ads {#ad}

{% cut "Remove in-game ads" %}

We try to place ads in such a way that they don't interfere with your gaming experience. However, we can't remove ads completely: the revenue we get from advertising allows us to maintain and develop the service, while you can enjoy Yandex Games for free.

If you find that ads interfere with the game (slow it down or overlap with action buttons), report the problem via the [form](https://yandex.com.tr/support/games/en/feedback.md) and attach a screenshot to illustrate the situation.

To learn how to take a screenshot, go to [Help](https://yandex.com/support/common/en/troubleshooting/screenshot).

You can remove ads from all games and the catalog: 24 hours for 20 yans, or 30 days for 349 yans.

{% cut "From the game" %}

1. Launch the game.
1. Click ![](_images/menu-icon.svg) → **Disable ads**.

{% endcut %}


{% cut "From your game profile" %}

1. Go to [Yandex Games](https://yandex.com/games/).
1. In the upper-right corner, click ![](_images/profile-icon.svg) → **Game profile**.
1. In the **Disable ads** section, click **Disable ads**.

{% endcut %}

{% endcut %}


{% cut "Report an ad unit" %}

To report inappropriate content or incorrect ad unit settings, use the [Google Ads Network feedback form](https://support.google.com/google-ads/gethelp).

{% endcut %}


## In-game content {#content}

{% cut "Report game content" %}

If you believe that a game may violate the rules of our service or Russian law, contact us using the [feedback form](https://yandex.com.tr/support/games/en/feedback.md).

{% endcut %}


---

<!-- source: en/_includes/feedback.md -->
<a href="feedback">
  <span class="button">Contact support</span>
</a>
<!-- endsource: en/_includes/feedback.md -->