Not Receiving Messages in My Inbox? Here's Why
Quick Answer
The most common reasons for not receiving messages are: Message button is disabled on your listing, listing isn't approved yet, email notifications going to spam (messages still in My Inbox), or visitors are calling directly instead of messaging. Check these four areas first.
Step-by-Step Troubleshooting
Step 1: Verify Message Button Is Enabled
The Message button might be disabled:
Go to Edit Listing page
Look for Message button settings
Ensure it's set to "Enabled"
Save changes if you make updates
If disabled: Button won't appear on your public listing at all
Step 2: Check Listing Status
Your listing must be approved and published:
View your listing in dashboard
Check status indicators:
Must show "Approved"
Must show "Published"
Cannot be "Pending" or "Draft"
Cannot be "Paused"
Timeline for approval:
Free listings: 2-3 business days
Sponsor listings: 1 business day
Step 3: Verify Email Notifications
Messages might be arriving but notifications failing:
Check My Inbox directly (not just email)
Review spam/junk folders for Heritage Web emails
Verify email settings in Edit Listing
Confirm primary email isn't disabled
Remember: Disabling primary email removes Message button entirely
Step 4: Consider Alternative Contact Methods
Visitors might be bypassing the Message button:
If you're a sponsor:
Phone number visible without login
Visitors calling directly
No Message button needed
If listing shows phone clearly:
Many prefer calling
Especially for urgent needs
Message button ignored
Step 5: Test Your Message System
Have someone test your setup:
Ask colleague to find your listing
Have them click Message button
Send test message
Check My Inbox within 5 minutes
Verify email notification received
Common Scenarios and Solutions
Scenario 1: "Just Upgraded to Sponsor"
Issue: Fewer messages after sponsoring Reason: Visitors now see phone directly, calling instead Solution: This is normal – track total contacts, not just messages
Scenario 2: "Messages Stopped Suddenly"
Check these changes:
Recent listing edits creating "Pending" status
Accidentally disabled Message button
Primary email disabled
Listing paused or hidden
Scenario 3: "Never Received Any Messages"
Possible causes:
Low listing visibility
Poor SEO/keywords in profile
Limited publication assignments
Highly competitive market
Better-optimized competitors
Scenario 4: "Team Says Messages Arriving But I Don't See Them"
Check access:
Correct account logged in
Team member viewing their account
My Inbox is account-specific
No shared inbox feature
Advanced Troubleshooting
Check Your Publication Visibility
Review assigned publications
Ensure not hidden from key directories
Request additional publications if needed
More publications = more discovery
Review Your Listing Content
Low-quality listings get fewer messages:
Complete all sections
Add professional photo
Write compelling bio
List all specialties
Include languages spoken
Analyze Competitive Factors
Your competitors might have:
Better SEO optimization
Sponsor status (higher ranking)
More complete profiles
Better reviews/credibility
Lower prices displayed
Technical Issues to Check
Browser/Device Problems:
Clear cache and cookies
Try different browser
Check mobile vs. desktop
Disable ad blockers
Account Issues:
Verify logged into correct account
Check no email blocks at provider level
Ensure Heritage Web not blacklisted
Important Notes
My Inbox only shows Message button inquiries, never paid referrals
Messages appear instantly (no approval queue)
No message filtering or spam folder in My Inbox
All messages remain visible permanently
Cannot retrieve deleted messages
FAQs
Could messages be going somewhere else besides My Inbox? No, all Message button inquiries only appear in My Inbox. Paid referrals go to Leads Dashboard, which is completely separate.
What if I see messages in My Inbox but don't get email notifications? Check spam folders and add [email protected] to contacts. The messages are still received even if notifications fail.
Can technical issues prevent message delivery? Rarely. The system is very reliable. If the Message button is visible and clicked, the message will be delivered to My Inbox.
Do messages expire or get auto-deleted? No, all messages remain in My Inbox permanently. If you don't see expected messages, they were never sent.
Can Heritage Web support see if messages were sent to me? Yes, support can verify message delivery. Contact [email protected] if you suspect technical issues.
Next Steps
Verify Message button is enabled
Check listing is approved and published
Test message system with colleague
Review email notification settings
Consider if visitors are calling instead
Optimize listing for more visibility