Questions about the platform itself — errors, subscription, account, integrations — are handled by Ylon support: open “Support” → “Create a request”. Ask the seller about a specific order or product in the chat inside the order.

Handle cancellations and refunds for an order with the seller: open the order in “My orders” and use the cancel option or the chat with the seller. By law, the money is returned within 10 days (Art. 26.1 of the Consumer Rights Protection Act). If the order was cancelled but the money still hasn't arrived in time — that's an issue on our side: create a request.

Sometimes a payment fails due to a temporary bank or payment-provider error. Wait a couple of minutes and try placing the order again. If the payment still won't go through, that's an issue on our side — create a request and we'll look into it.

Your plan and payment method are in “Settings” → “Subscription”. If the subscription payment doesn't go through, create a request in the “Ylon subscription and billing” category.

Create a request in the “Account and data” category. We process requests under Federal Law 152-FZ within 30 days.

Open “Settings” → “Integrations” and check your keys and connection. If that doesn't help, create a request in the “Integration setup” category.

If you're a seller, check your shop's status in settings — it may be hidden or under moderation. If you're a buyer and a shop is unavailable, the seller may have closed it. If this looks like an error, create a request.

Create a request in the “Report a shop” category and attach a link to the shop or product. That way we can look into it faster.

Check the phone number or email you registered with. If your account is blocked, write to support@ylon.ru — we'll respond.

Create a request — describe your situation in detail, and Ylon support will help.

Questions about the platform itself — errors, subscription, account, integrations — are handled by Ylon support: open “Support” → “Create a request”. Ask the seller about a specific order or product in the chat inside the order.

Handle cancellations and refunds for an order with the seller: open the order in “My orders” and use the cancel option or the chat with the seller. By law, the money is returned within 10 days (Art. 26.1 of the Consumer Rights Protection Act). If the order was cancelled but the money still hasn't arrived in time — that's an issue on our side: create a request.

Sometimes a payment fails due to a temporary bank or payment-provider error. Wait a couple of minutes and try placing the order again. If the payment still won't go through, that's an issue on our side — create a request and we'll look into it.

Your plan and payment method are in “Settings” → “Subscription”. If the subscription payment doesn't go through, create a request in the “Ylon subscription and billing” category.

Create a request in the “Account and data” category. We process requests under Federal Law 152-FZ within 30 days.

Open “Settings” → “Integrations” and check your keys and connection. If that doesn't help, create a request in the “Integration setup” category.

If you're a seller, check your shop's status in settings — it may be hidden or under moderation. If you're a buyer and a shop is unavailable, the seller may have closed it. If this looks like an error, create a request.

Create a request in the “Report a shop” category and attach a link to the shop or product. That way we can look into it faster.

Check the phone number or email you registered with. If your account is blocked, write to support@ylon.ru — we'll respond.

Create a request — describe your situation in detail, and Ylon support will help.