For three months a pensioner from Kherson region did not receive his pension, despite the fact that there were no letters, calls or notifications from the Pension Fund about the suspension of payments. The money simply stopped being credited to the card. It is worth noting that the man evacuated to Poland three years ago, and, according to him, regularly completed all the necessary identity confirmation procedures and did not violate anything.
MOST correspondents decided to find out the reason and contacted the Main Directorate of the Pension Fund of Ukraine in Kherson region. It turned out that one accidental “checkmark” in the electronic form cost the man his source of income.
The story of this pensioner – is no exception. Dozens of Ukrainians lose payments every month due to technical errors, misunderstandings in the wording of questionnaires, or simply because they failed to undergo the next verification in time.
In this particular case, while filling out the electronic questionnaire on the Pension Fund’s web portal, the pensioner accidentally clicked a “checkmark”, thereby indicating that he receives payments from the Russian Federation. The automated system is configured to react instantly: if any information about possible receipt of payments from the RF appears in the electronic form, the Ukrainian pension is suspended until the circumstances are clarified. This is not a glitch – this is how the system works by default.
After the start of the full-scale war, millions of Ukrainians ended up abroad. Some of them – pensioners who rely on monthly payments. The state introduced new control mechanisms to prevent abuse and double financing.
Cabinet of Ministers Resolution No. 299 of February 11, 2025 established strict conditions for those who are temporarily outside Ukraine. Now pensioners who stay abroad for more than 183 days a year or have received temporary protection in connection with Russian aggression must undergo annual physical identification – a procedure of identity confirmation through official documents.
The second requirement – confirmation that the person does not receive a pension from the RF. Overall, there are now over 10 million pensioners in Ukraine, and the average pension is 6,544 hryvnias. For most this is the only source of income. Therefore, when payments suddenly stop, the situation becomes catastrophic.
The state’s logic is clear: it is necessary to make it impossible for a person to simultaneously receive a Ukrainian pension and payments from the aggressor country. However, what should be done if the button was pressed by mistake?
Pension Fund specialists explained two possible ways.
The first – video identification via the Pension Fund’s official web portal or contact centre. During a video call with a Fund employee it is necessary to show the passport of a citizen of Ukraine (in booklet form or an ID card) and explain the situation. After that the data are checked manually and a decision is made to resume payments. This is the fastest option, but it requires a stable internet connection, basic technical skills and an understanding of how the system functions.
An application for identification by videoconference can be submitted via the Pension Fund of Ukraine’s electronic services web portal by filling out the online application form (more details at the link: https://tinyurl.com/mr2pz2ea), or via the Pension Fund of Ukraine Contact Centre by calling the numbers: 0 800 503 753, (044) 281-08-70, (044) 281-08-71.
The second way – through the Ukrainian embassy or consulate in the country of stay. There you can obtain an official consular document that confirms the fact that the person is alive. This document, together with a written application to reinstate pension payments and a set of copies of the necessary confirmations, must be sent to the territorial body of the Pension Fund of Ukraine.
The package of documents includes: a copy of the document/documents on receipt of temporary protection or refugee status, registration of their place of temporary residence/stay abroad (with translation); the original document certifying the fact that the person is alive (with translation); a copy of the passport of a citizen of Ukraine. Copies of documents attached to the application for reinstatement must be certified by a diplomatic mission or consular post of Ukraine or notarized.
But the second method is more complicated. You need to personally visit the diplomatic mission, pay for consular services, and prepare a number of documents.
To date, such cases similar to this one occur regularly. Most often the reason for blocking is not an intentional violation, but a banal mistake or a misunderstanding in the wording of electronic forms. Language barrier, stress from evacuation, lack of skills in using digital services – all this increases the likelihood that a person will make a mistake somewhere.
In addition to an accidental “checkmark” in the form, payments can be suspended for several other reasons. Failure to undergo annual identification – if a person did not make it in time or did not know about the need to do so.
And the most common reason – precisely the information about receiving payments from the RF.
Fund specialists advise acting quickly. If payments are delayed more than five to seven days from the expected posting date, you should immediately find out the reason. Waiting several months in the hope that the problem will resolve itself – is futile. The system does not fix itself automatically – active participation of the person is required.
Finally, we remind you that Kherson Oblast today – is among the regions with the smallest number of pensioners in Ukraine. About 202 thousand pension recipients are registered here.