Why aren’t my replies to customer messages going through?

Make sure you’re replying from the email address that’s associated with your business account – message notifications are sent to all emails on the business account, but not every business account user is necessarily set up to respond.

Try replying from the Yelp for Business website instead of from the email notification – you can only reply by email to the initial message from a Yelper. If they reply to your response you’ll receive another email notification, but you’ll need to continue the conversation from Yelp for Business website or app.