Messages Disabled for 2 Weeks – No Response from Support

[DesignshCrafts]

Hello,

Every time I try to send a message to a customer, I see this notice:

“Bummer, your messages have been temporarily disabled. Please contact support to have them reactivated.”

This has been happening for two weeks now. I have been contacting Etsy Support every single day, but I still have not received any response or follow-up from their team. Each time I am told my case has been “escalated,” but nothing happens.

I have been carefully checking my inbox and spam folder every day for any reply, but I never receive anything.

This issue is causing serious harm to my shop:

I receive 20–40 customer inquiries daily, but I cannot reply to any of them.

Customers think I am intentionally ignoring them and have already left negative reviews.

My shop’s reputation and sales are being damaged.

I urgently need help from a moderator or technical team member to look into this issue and reactivate my messages. Can someone please assist me or confirm whether this is a known bug?

Thank you very much.

[CryzalisMasksUK · Accepted solution]

You can answer your customers by email, you will find the email in the order section, so no reason for them to leave a bad review for non communication.

This message usually appears when potential customers have been contacted, without them contacting you first. Have you been sending links, images or promotions via messenger? this will trigger a flag for spamming, which is illegal in most countries. The AI also gets a bit over excited when it comes to sending messages back and forth when it comes to dealing with custom customers

[DesignshCrafts]

Thank you for your reply. I have never sent any unsolicited messages or promotions. I only reply to customers who contact me first. Right now, I am answering through email, but many customers do not see my emails, which causes problems.

[BagmakerSupply]

@DesignshCrafts : Not to discount the fact that your messaging may have been disabled in error but if you are getting the "Bummer, your messages have been temporarily disabled" advisory generally it is because the system has detected that your account has been sending unsolicited non-transactional messages.

As an aside, while you are waiting for Etsy to review your shop (and before Etsy finds them) you may want to fix the primary listing images which violate Etsy's rule that 'It is prohibited to use a photo of the blank product or a mockup with placeholder text (e.g. “Your Text Here”) as the main image.' https://www.etsy.com/legal/policy/listing-image-requirements/253962679005

[DesignshCrafts]

Thank you for your message. I just want to clarify that all of my listing images are photos I personally took, not mockups with placeholder text. The main issue I am facing is that my shop messages have been disabled, and I really hope Etsy can review and reactivate them soon.

[PrimFun]

@DesignshCrafts   You cannot use the terms 'Your logo here" or 'Custom text'.  You need to show an actual cap with text on it or a logo.  Yeah that doesn'f fit with what other venues allow but Etsy does not want items show labeled 'Custom text'.

Are you trying to contact potential buyers who viewed your items before they contacted you?  One possibility.

There has been an issue with some having messages not working.  You need to contact Etsy via email to ask them to get a tech to look at it.  If you got a reply email, reply back that you still need help.

Oh and btw add your shop policies for the EU/UK.  

[DesignshCrafts]

Etsy Support has helped me resolve the issue and everything is back to normal. Thank you very much for your assistance.