Troubleshooting Message Button and Inbox Issues
Quick Answer
Most Message button and Inbox issues stem from disabled buttons, unapproved listings, email notification problems, or browser cache issues. Work through our systematic troubleshooting guide to identify and resolve your specific problem quickly.
Common Issues and Quick Fixes
Issue 1: Message Button Not Visible on Listing
Quick Checks:
Is primary email disabled? (This removes button)
Is Message button enabled in settings?
Is listing approved and published?
Is listing paused or hidden?
Fix:
Edit listing
Enable Message button
Ensure primary email is active
Save changes
Issue 2: Not Receiving Email Notifications
Quick Checks:
Messages still arriving in My Inbox?
Emails in spam/junk folder?
Correct email addresses configured?
Primary email accidentally disabled?
Fix:
Add [email protected] to contacts
Check spam folder
Verify email settings in listing
Test with new message
Issue 3: Can't Access My Inbox
Quick Checks:
Logged into correct account?
Browser cache issues?
Looking in right place?
Account verification complete?
Fix:
Clear browser cache
Try different browser
Verify account email
Navigate: Dashboard > My Inbox
Issue 4: Messages Not Sending
Quick Checks:
All required fields completed?
Email validation passing?
Browser blocking submission?
Internet connection stable?
Fix:
Fill all required fields
Use valid email format
Disable browser extensions
Try different device/network
Step-by-Step Diagnostic Process
Step 1: Test Basic Functionality
Can you access My Inbox?
Log into dashboard
Click "My Inbox" in navigation
Page should load (even if empty)
If no: Account or browser issue If yes: Continue to Step 2
Step 2: Check Listing Configuration
Review these settings:
Navigate to Edit Listing
Check Message button status
Verify primary email enabled
Review notification emails
Confirm listing is approved
All correct? Continue to Step 3
Step 3: Test Message Delivery
Send test message:
Open your listing in incognito/private window
Click Message button
Fill form completely
Send test message
Check My Inbox within 5 minutes
Message received? System working No message? Continue to Step 4
Step 4: Advanced Troubleshooting
Check these factors:
Listing status (must be "Approved")
Publication visibility (not hidden)
Browser compatibility
Ad blockers/extensions
Network firewall settings
Platform-Specific Solutions
Browser Issues
Chrome:
Clear cache: Settings > Privacy > Clear browsing data
Disable extensions temporarily
Try incognito mode
Safari:
Clear cache: Develop > Empty Caches
Disable content blockers
Check privacy settings
Firefox:
Clear cache: Settings > Privacy > Clear Data
Try safe mode
Disable tracking protection
Mobile App Issues
Note: Heritage Web doesn't have a mobile app
Mobile Browser Solutions:
Use desktop mode
Clear mobile browser cache
Try different mobile browser
Check data/WiFi connection
Email Provider Issues
Gmail:
Check Promotions/Updates tabs
Add to Primary tab
Create filter for Heritage Web
Outlook:
Check Focused/Other inbox
Add to safe senders
Check junk email settings
Yahoo/Others:
Check spam settings
Add to contacts
Review filtering rules
Error Messages and Solutions
"Message Failed to Send"
Check internet connection
Verify all fields completed
Try different browser
Contact support if persistent
"Listing Not Found"
Listing may be pending approval
Could be paused/hidden
Check correct account logged in
Verify listing exists
"Access Denied"
Login session expired
Account verification needed
Browser cookies disabled
Try logging in again
"Invalid Email Address"
Format must be: [email protected]
No spaces allowed
Check for typos
Use different email if needed
When to Contact Support
Contact [email protected] if:
Completed all troubleshooting steps
Technical error messages persist
My Inbox completely inaccessible
Messages confirmed sent but not received
Account-specific issues suspected
Information to Provide:
Account email address
Listing name and type
Specific error messages
Steps already tried
Browser and device used
Screenshots if possible
Important Notes
My Inbox only shows free leads, never paid referrals
Changes to Message button are immediate
No spam folder within My Inbox
Messages cannot be deleted or recalled
System operates 24/7 without planned downtime
FAQs
Why do I see messages in My Inbox but get no emails? Email notifications can fail while messages still deliver. Check spam folders and notification settings. Messages in My Inbox are what matters.
Can browser extensions block the Message button? Yes, ad blockers and privacy extensions can interfere. Try disabling them temporarily or whitelist Heritage Web domains.
Is there a daily limit on messages? No, there's no limit on receiving messages. However, excessive sending might trigger spam protection.
Can I test my own Message button? Yes, but use a different browser or incognito mode logged out of your account. You can message yourself for testing.
What if My Inbox shows "No messages" but I expect some? Either no one has messaged you yet, or there's a configuration issue. Verify Message button is enabled and listing is approved.
Next Steps
Work through diagnostic steps systematically
Test with colleague's help
Document any error messages
Try multiple browsers/devices
Contact support if issues persist
Set up monitoring routine to catch future issues early