Unable to View New Messages on Etsy Seller App and Website

[ZadranGemstonesShop]

Hello Etsy Community,

For the past two days, I've been encountering a critical issue with the messaging functionality on both the Etsy Seller App and the website. Regrettably, I'm unable to access any new messages, whether sent or received. As you can imagine, this is causing immense frustration as I fear I might be missing out on important customer inquiries and potential orders.

In my attempts to resolve this issue, I've taken several troubleshooting steps. I cleared the cache of my browser and experimented with different browsers, but these efforts were in vain. Additionally, I uninstalled and reinstalled the Etsy App on my device, yet the problem persists.

I'd also like to mention that I'm not receiving any email notifications for new messages.

I kindly reach out to fellow sellers for assistance. Have any of you experienced a similar problem recently? If so, I would greatly appreciate it if you could share your insights and any solutions you might have discovered.

Thank you for your time and consideration.

[audreytherese]

Need more clarification. 

Can you not access your inbox at all?

Are you getting notification of a message, but then there's nothing there?

Sometimes users get muted, that could be your problem. 

While it sometimes happens as a glitch, it's most commonly placed on accounts that have sent too many messages and were flagged for sending spam. This includes sending emails with discounts to people that favorite the shop or items (just a common example). 

[ZadranGemstonesShop]

I greatly appreciate your prompt response and the thorough explanation provided. I have successfully tested sending messages to other customers, and the functionality is working impeccably. However, I seem to be encountering an issue with a particular buyer. This buyer, in particular, has consistently engaged in discussions about the products I offer and is a valued regular customer.

It's possible that our ongoing conversations have been mistakenly flagged as spam by Etsy's systems. I want to emphasize that all our interactions are directly related to the products I have listed. Given the relevance of our conversations, I believe that Etsy will take the necessary steps to address and resolve this isolated issue.

[LaRenaissanceGirl]

You’ve probably done this, but just in case, did you check your spam folder for the messages?

[ZadranGemstonesShop · Accepted solution]

I checked the spam folder and there are no messages.

[ZadranGemstonesShop · Accepted solution]

I reached out to Etsy support seeking assistance, and they promptly informed me that the issue stemmed from the length of the conversation thread. They suggested initiating a new thread, which I followed by deleting the previous one. As a result, all is functioning smoothly at present.