Accounts, listings and payments
support@iniaz.ruEvery day 09:00-21:00 MSK. First reply within one business day.
Official iniaz guide 23 October 2026 Security & privacy
Support centre
How to get a real answer, from a real person, within a published time
iniaz.ru support: the right mailbox for each problem, how a request is handled step by step, response targets by priority, the six support areas, what to include in a ticket and what to do in an emergency.
09:00-21:00
Support hours
Every day, Moscow time (MSK)
1 day
Standard first reply
For most account and listing requests
4 h
Safety first response
Fraud, threats and dangerous listings, 24/7
3
Support languages
Persian, Russian and English
iniaz.ru
What support can and cannot do
Setting expectations before you write
Support handles the platform: access to your account, the status of a listing, a payment for a platform service, a moderation decision, a technical fault and the data we hold about you. We can read the listing, the order and the ticket history, and we can act on the platform immediately when a rule has been broken.
Support cannot decide a private deal. We do not order a landlord to return a deposit, we do not compel a seller to deliver goods, and we do not reverse a bank transfer between two users. What we can do is preserve the evidence, restrict an account that has broken the rules, and tell you which authority or procedure applies next. That boundary is not indifference; it follows from the platform's role as a classifieds service rather than a party to your contract.
Every request that arrives at an official address gets a case reference. Keep it: it is how a reply, an escalation and a formal complaint are linked. Tickets are answered in the order they arrive within their priority, not in the order of repeated messages, and sending the same request five times moves it to the back of the queue rather than the front.
CONTACT
Where to send your request
The mailbox determines the queue, the priority and the response target
Fraud, threats and unsafe listings
safety@iniaz.ruMonitored 24/7 with a four-hour first-response target. Use this before any other channel if money or physical safety is at risk.
Personal data requests
privacy@iniaz.ruAccess, correction, deletion, consent withdrawal and cookie questions under 152-FZ. Answered within ten business days.
Formal complaints and legal notices
legal@iniaz.ruClaims, copyright notices and escalation of an unresolved ticket. Written answer within thirty calendar days.
Everything else
info@iniaz.ruGeneral questions, city coverage requests, corrections to guides and translation errors.
iniaz.ru
How a support request is handled
Five stages from your first message to a closed case
01
Check the self-service answers first
Most questions are already answered in the FAQ, the safety guide or the payment section of your account. A search of the FAQ takes a minute and often resolves the issue without waiting for a reply.
02
Choose the correct mailbox and write once
Use the channel that matches the problem and put everything in one message: the account email, the listing number, the dates and the evidence. A complete first message is the single biggest factor in a fast resolution.
03
Receive a case reference
An automatic acknowledgement confirms receipt and assigns a reference. If you do not receive it within an hour, check the spam folder and your account email, then resend once rather than opening a second case.
04
Work through the reply
A support agent answers with a decision, a question or a request for documents. Reply in the same thread so the history stays intact. Complex payment cases can take up to ten business days, and the agent tells you when that applies.
05
Escalate if the answer does not resolve it
Ask for escalation to a supervisor inside the same ticket. If that fails, send a formal complaint to legal@iniaz.ru quoting the ticket numbers. After the platform process, Rospotrebnadzor or a court is the next route for a civil or consumer claim.
iniaz.ru
What to expect, by priority
Priority is set by the risk, not by the order in which messages arrive
| Priority | Typical cases | First response | Handling |
|---|---|---|---|
| Critical | Account takeover, threat to safety, extortion, a listing that endangers a person | Within 4 hours, 24/7 | Immediate restriction, evidence preserved, police referral advised |
| High | Suspected fraud, deposit lost, a paid service not delivered | Within 4 hours during support hours | Account and payment review, written outcome |
| Normal | Blocked account, listing rejected, edit or renewal problem | Within 1 business day | Review and decision within 2 business days |
| Billing | Wallet top-up missing, duplicate charge, refund request, receipt | Within 1 business day | Up to 10 business days with the payment provider |
| Data | Access, correction or deletion of personal data | Within 10 business days | Up to 30 days where the law allows |
| Informational | How-to questions, city coverage, translation reports | Within 2 business days | Answer or referral to the relevant guide |
A request without the listing number, receipt or account email is treated as incomplete and takes longer, because the agent has to ask for the missing detail before any review can start.
iniaz.ru
The six areas support covers
Each area has its own checks, evidence and typical resolution
Account access
Password resets that do not arrive, lost access to a phone number, unexpected sign-ins, blocked or suspended accounts and appeals against a block.
Listings and moderation
Rejected adverts, edits that went back to review, expired listings, category questions and appeals against a moderation decision.
Wallet and payments
Missing top-ups, duplicate charges, receipts under 54-FZ, promotion refunds and card payments that failed at checkout.
Safety and fraud
Suspected scams, threatening messages, extortion, dangerous listings and requests to preserve evidence for the police.
Privacy and data
Copies of your data, correction of inaccurate details, deletion, consent withdrawal, cookie choices and marketing opt-outs.
Business profiles
Verification of a company, OGRN and INN confirmation, business listing limits, invoicing for platform services and partnership enquiries.
iniaz.ru
Before you send the ticket
A five-minute check that prevents most back-and-forth
- Search the FAQ for the exact error text or the category name; many issues are documented with a direct fix.
- Confirm you are writing from the email address registered on the account, or state clearly which address is registered.
- Copy the listing number, not just the page address, because a listing can be renamed or removed.
- Have the receipt or bank reference ready for any payment issue; never send a full card number or a CVV.
- Note the date and time of the problem in Moscow time, or state your own time zone explicitly.
- Describe what you already tried, so the agent does not repeat steps you have completed.
- State the outcome you are asking for in one sentence, such as restoring a listing or reviewing a charge.
- Check that you are not opening a second ticket for the same issue; reply in the existing thread instead.
If someone is in danger or money has just been taken
Call 112, the single emergency number in Russia, if a person is in immediate danger, and contact the police (полиция) to file a report if you have been defrauded. Then write to safety@iniaz.ru with the listing, the chat and the payment evidence, and tell us the police report number if you have one. Do not wait for the platform's reply before contacting the emergency services, and do not send more money to recover money already lost: no legitimate service, including iniaz.ru, can recover a transfer by asking you to pay a fee first.
Still have questions?
iniaz support is available daily 09:00–21:00 MSK; safety matters are handled 24/7.