What you need to know about VKontakte technical support service
In order not to waste time waiting for help from technical support, let's immediately determine what problems they help solve and how long it will take to wait for a response.
The VK support team has several hundred people who answer any questions about the functionality of the social network. Before being hired as a technical support agent, each candidate undergoes training and fairly rigorous testing for knowledge of the vk.com website, the ability to find a common language with people and general erudition.
The approximate time an agent spends writing a response is 5 minutes. During a working week, a specialist responds to about 500 requests from members of the social network. Users wait an average of 30–50 hours for a response, but sometimes they have to wait more than 5 days. Based on these data, you can imagine the number of emails received daily by technical support.
The Internet company acquired 48% of the social network for $1.47 billion
Mail.ru Group bought 48% of Russia's largest social network VKontakte from Ilya Shcherbovich's United Capital Partners (UCP) fund. The transaction amount was $1.47 billion. Thus, Mail.ru Group became the sole owner of VKontakte.
The Russian Internet company Mail.ru Group announced the purchase of 48% of the social network VKontakte from its second shareholder, the UCP fund, according to Mail.ru Group’s official statement on the London Stock Exchange. The sellers of the shares were Blesmir Development Limited and Palagon Limited.
The amount of the deal closed today was $1.47 billion. Since the first investment in VK shares in 2007, Mail.ru Group has paid $2.07 billion entirely for 100% of VKontakte (VK), the company said. To purchase 48.01% of VKontakte shares, funds in the accounts of Mail.Ru Group, as well as a loan in the amount of 22.2 billion rubles, were used. ($585 million at the rate of the Central Bank of the Russian Federation), provided by Gazprombank for four years at 11.5% per annum. At the same time, UCP, Mail.ru Group and the founder of VKontakte Pavel Durov agree that the parties immediately withdraw all mutual claims with this transaction.
VKontakte's revenue in 2013 amounted to 3.8 billion rubles. (growth by 14%), EBITDA - 1 billion rubles. (an increase of 32%), net profit - 53 million rubles. In the first half of 2014, VKontakte generated revenue of 2 billion rubles, EBITDA amounted to 694 million rubles, and net profit amounted to 248 million rubles. According to comScore, in July 2014, the social network's monthly audience worldwide amounted to more than 92 million users.
How a social network lost its founder
According to Mail.ru Group CEO Dmitry Grishin, the consolidation of 100% of VKontakte and the end of the shareholder conflict will allow us to focus on the further development of the product: “We respect the results achieved by the VKontakte team and do not plan significant changes either in the team or in the product itself " UCP partner Victoria Lazareva also confirmed that with the completion of this transaction, all disputes between shareholders are over. “I welcome the decision of my former partners to renounce their claims to Telegram and transfer all American assets under my control,” the message quotes former VKontakte CEO Pavel Durov as saying. “For my part, I withdraw all my claims to UCP and congratulate all parties who participated in resolving the situation."
At the end of August, Mail.ru Group reported in its reports for January-June 2014 that in March it acquired 12% of VKontakte from MegaFon CEO Ivan Tavrin for 12.43 billion rubles. Thus, the entire VKontakte during that transaction was valued at 103.6 billion rubles. (or almost $2.9 billion). In December 2013, Pavel Durov sold his shares in VKontakte (12%) to Mr. Tavrin. The latter already in March ceded its stake in VKontakte to Mail.ru Group, which acquired a total of 51.99% of the company’s shares. According to various estimates, the entire VKontakte in April 2013, when the United Capital Partners fund bought 48% of the shares from the company’s co-founders Vyacheslav Mirilashvili and Lev Leviev, was valued at $1.5–2 billion. It turns out that over the year the social network has risen in price by almost $1 billion
Roman Rozhkov, Maria Kolomychenko
What the owners of VKontakte did not share
As it became known in February, the conflict between the shareholders of the largest Russian social network “VKontakte” (VK) after a public exchange of claims could go into court. At the end of February, United Capital Partners (UCP, owns 48% of VK) announced that it would go to the courts to “protect its rights.” A representative of MegaFon CEO Ivan Tavrin, who owns 12% of VK, promised in response to “demand compensation for damages from the actions of UCP.” Read more
How to contact support via computer
Only a user registered in VK can contact technical support using the method described below.
The VKontakte help service receives tens of thousands of requests every day. Most of them are spam or typical problems that can be easily solved using the “Help” section. To reduce the number of such requests, the administration of the social network left the “Write to Support” buttons only for those issues that would be really difficult for users to solve on their own.
To send a message to technical support, you need to find a topic in the “Help” section, in the description of which there is a “Contact Support” or “Write to Support” button. Depending on the theme, the label on the button may have other label options.
One of these topics is “My page was hacked!” You can enter this query in the search bar and submit a request using the button under the help text or independently search for another suitable topic with a request button.
You can use the direct link and immediately get to the page with the support request form.
In the submission form, you must indicate the topic of the appeal and describe the problem in detail. Include screenshots, photos, and other documents in your message that will help the agent understand your predicament.
The more detailed you describe the situation, the more likely it is that you will get help. You will receive an answer from a specialist in a personal message, and the answer will always be in the “My questions” tab of the “Help” section.
Only one application can be processed. Therefore, if you want to write another letter, you will have to wait for a response message or delete the already submitted request. This can be done in the “My Questions” tab. There you can view all requests ever sent, delete or edit the text of a message that is still being processed, and also add a clarifying comment.
There is a public page “Support Team” on the social network. In it you can find out details about the work of agents. The information block about the community contains instructions on how to write your question to technical support, how to share your favorite answer with other VK users or complain about the poor quality of work of a specialist.
For marketers who are setting up an advertising campaign on VK, there is a separate application form. Using it, you can get help much faster, however, experts will only consider problems related to advertising in VK.
If you don't remember your login information or don't have access to your phone
The matter becomes a little more complicated if you no longer have access to the phone number, or you have forgotten all your account login information. How to recover the password in Contact in this case?
On the “Forgot your password” page, located at https://vk.com/restore, there is already a line at the bottom where it says that you need to click on the “click here” button. That's what we do. Then you just need to follow clear and simple instructions to recover your Vkontakte password.
We went to the page https://vk.com/restore?act=return_page
Enter the address of your page
If you don’t know your ID or don’t remember the link to your page, ask your VKontakte friends to tell you it. The address of your page will appear in their browser bar when they visit it:
page address
Or you can search for yourself in the list of all users of this social network. Click here:
Search by people
As a result, you get to the page https://vk.com/search?c[section]=people&from=restore
Here you can find yourself by entering your first name, last name and various parameters. When you find it, you need to click that this is your page:
Finding your page
Now that you have indicated your page in one way or another, you will be taken to the page for restoring access to your account:
Access recovery page
We enter all the required data and submit the application. You will have to wait a little, but in the end the administrators should inform you about the results of the recovery by email written in the “E-mail available to you” field.
If all the above information did not help you, try to familiarize yourself with several more options for recovering your account password. Maybe they will be useful to you
How to contact support if a page is blocked
In the technical support community and on the pages of official representatives of the social network, I did not find any information that you can ask for help by mail.
However, many users write that email works - [email protected] When creating an email, Yandex recognized this email as existing and added the VK icon to the address. I have not yet received a response letter, but judging by the responses on the network, I will have to wait at least a week for it.
If you want to contact the VKontakte administration regarding a business issue, then use the email addresses intended for these purposes:
- communication with the press service -;
- cooperation -
This and other information for the press and partners can be found on the “About the Company” page.
If the page is blocked for any reason, you can submit a request to the technical support service using a special form. Profile restoration is free of charge, so under no circumstances transfer money to anyone who asks for payment for this service.
There is a separate article on the blog on the topic of restoring a blocked account - I highly recommend reading it.
If you have a phone number
So, let's look at it in general:
- Click on the link “Forgot your password?” on the main page of the site or enter into the browser line: https://vk.com/restore (old version https://vkontakte.ru/restore.php)
- Then fill in the line in the window that opens. This is the simplest option - you will receive an SMS with a code to the attached phone number, which you must enter to set a new password. The forgotten password has been restored, and there will be no more difficulties.
A little visual:
Go to the site vk.com. Make sure that this is the site in the browser line, otherwise you may be deceived by a spoofed site. Also, if you are asked to send an SMS, you should not do this, this is a trick of scammers to take money from you. It’s better to check your computer with an antivirus and this useful CureIT utility to search for Trojans and spyware on your computer.
Go to the password recovery page
Recovery form, enter login, phone or email
We will consider the case when you do not remember your login, email or phone number to which your account is linked.
Now enter the captcha
Enter the characters in the field provided, or if it is not clear what is written, you can click on the image and it will update.
Sometimes at this stage you may be asked to provide your last name for verification:
Entering a last name
You need to confirm the page being restored
Confirm if this is the correct recovery page.
A code will be sent to your phone, which you must enter in this field.
The code comes via SMS from a VKcom subscriber.
If you didn't receive the code, try clicking "I didn't receive the code." Then it will be resent. You can also try repeating the entire operation from the very beginning, maybe this will help. If you do not have access to this phone number, then you need to familiarize yourself with the recovery methods described a little below.
The code has been resent
When you have entered the received code, a field will open for you to enter a new password - to avoid errors, enter it twice:
Enter a new password
The password will be saved and an SMS will be sent to your phone number containing information about your new password. To avoid possible troubles in the future, we recommend that you delete this message.
How to contact an agent by phone
Perhaps now I will upset someone, but you won’t be able to call support either from a mobile or a landline phone, since VK simply does not have a call center where specialists could answer your call. All my attempts to find the phone number of VKontakte LLC in directories and other Runet resources remained unsuccessful.
But you can contact a VKontakte agent through the mobile application in the same way as through the web version of the site. You need to go to the “Help” section, which is located in the main menu and click the “Write to Support” button in one of the questions. The answer can be viewed on the “My Questions” tab.
User details
Another simple method to find out a person’s VKontakte email address is to carefully study the information located on his page. All you need to do is go to your profile and click on the “Show detailed information” link. Often, in addition to the real address, a social network participant indicates his email.
Reference. You should also pay attention to the user's Skype login. It can repeat the beginning of the mailbox address.
Another option is to meet the person's friends and ask them for their address.
