Yelp Customer Service: How Businesses Can Contact Yelp

Yelp is one of the top websites people visit when they’re on the hunt for a local business. Having a profile on the platform ensures that potential customers can find you when they search for products or services you offer. A strong Yelp profile will also help your Google rankings, assuming that your information on both Yelp and Google matches and is up-to-date.

If you’re a small business and you don’t have a Yelp profile yet, it may be time to change that. But maybe you’re wondering what happens if you run into questions or issues when managing your profile. Maybe you received an error message or just can’t figure out how to claim your profile.

This guide will tell you exactly how to contact Yelp, as well as give you some resources to resolve minor issues on your own.

About Yelp’s Support Center

Yelp has a dedicated Support Center for Yelp for Business. From the Yelp for Business page, just click “Support” on the main navigation menu. This will take you to the resource center. There, you can find answers to most of your questions.

You have two main options for navigation. You can click one of the topics on the left sidebar or one of the topics listed just below the fold. You can also use the search bar to enter a question.

For reference, the topics below the fold include:

• Account information
• Billing and payments
• Call to action
• Claiming your business
• Getting started with Yelp Guest Manager
• Managing your business with Yelp
• Measuring activity and performance
• Responding to reviews
• Reservations and front-of-house management
• Setting up Yelp reservations
• Updating your business page
• Yelp ads
• Yelp deals and gift certificates
• Yelp Guest Manager troubleshooting tips
• Yelp Reservations account settings
• Yelp Reservations tech support and metrics
• And more

Clicking on any of those topics will take you to a page with more specific questions. Those pages also typically have eBooks, videos, or other resources. For example, the page on claiming your business has a link to an eBook and topics covering the following:

• How to claim a business page
• How to claim additional locations of your business
• How to share access to your business’s Yelp page
• How to transfer your Yelp Business Account
• What is a business account?
• Why some business pages can’t be claimed

Expect a similar level of detail, if not more, for most topics. You will notice that this aspect of the Support Center is organized by the most frequently asked questions. 

Contacting Yelp Customer Service

If you can’t find the answer to your question in the Support Center, you can contact Yelp customer service. You have your choice of several methods.

• Phone: Call (877) 767-9357 on weekdays from 6 a.m. to 7 p.m. Pacific Time for ad support. Or call (855) 380-9357 on weekdays from 5 a.m. to 6 p.m. for your customer success team.
• Email: Send an email to [email protected].
• Live chat: Log into your Yelp for Business account, then select the “Need Help?” button on the bottom right corner of the page. You can also live chat with a Yelp customer success manager on weekdays from 5 a.m. to 6 p.m. (Pacific Time) and on weekends from 8 a.m. to 4 p.m.
• Submit a case: Select “Tell us about your issue” and fill out the form

Yelp is also active on Facebook, Twitter, Pinterest, and LinkedIn.

To get the fastest response, include a clear title in any email or message you send. Be sure to have all the relevant information on hand and give a concise explanation of your issue.

Common Issues and Solutions

Don’t want to deal with the Yelp Support Center or have to contact Yelp’s support team? We’ve gathered a few of the most common issues, along with their solutions.

Claiming a Business

The first thing you will need to do when setting up your Yelp account is claim your business. This process is incredibly straightforward.

1. Navigate to Yelp for Business (visit biz.yelp.com/claim)
2. Type in your business name. If you see it, click on the listing. If you don’t see it, select “Add to Yelp for free.”
3. To create an account, enter the business information and email address. Make sure to use an email address you use regularly.
4. Check your email or phone for a verification number.
5. Enter the verification code on your screen, and you’re done.

Managing Reviews

Once you claim your Yelp business page, you can easily respond to reviews. You can do so using a direct message or comment, but Yelp suggests responding with a comment. The comment is public and appears under the review. Direct messages will be private.

For positive reviews, you can stick to a simple response, such as “Thanks for your review!” or even just “Thanks.” If possible, we would recommend adding more personalization to your response.

For negative reviews, follow the same best practices you would with Google Reviews. In other words, be professional, collect your thoughts, and apologize.

You cannot delete negative reviews. However, if there is a fake review or one that violates Yelp’s guidelines, you can flag it. To flag a review:

1. Navigate to the Review on your business account.
2. Select the three dots (More Options).
3. Click “Report Review.”

Only flag reviews with questionable content. Do not flag a review just because it is negative. Instead, respond to negative reviews to resolve the issues.

Managing Business Information

To make the most of Yelp, you need to keep your information up-to-date. Luckily, this is very easy to do.

On the computer:

1. Open Yelp for Business.
2. Click on the “Business Information” tab.
3. Select “Edit” or “Add” next to the desired section.
4. Select “Save changes” when done.

Via the mobile app:

1. Select “Biz Info” on the bottom navigation bar.
2. Select the pencil icon next to the relevant section.
3. Make your changes and select “Save.”

Make the Most Out of Yelp for Business

To make the most out of Yelp for Business, you should also consider using the platform’s advertising features. You can directly talk to the Yelp sales team to set up ads by calling (877) 767-9357. When you set up Yelp advertising, you can pause or cancel it at any time. Yelp ads allow for targeting and customization and even negative keywords. You also get to set your daily budget to whatever amount you prefer. As you view the options, Yelp will tell you about how many clicks the ads will likely lead to each month.

Another way to make the most of Yelp is to encourage reviews. Just asking your customers for reviews can do wonders, especially if you make it easy for them to leave a review.

You can reach Yelp via the call center or by emailing them. In many cases, however, local businesses will find the answers they need in the support center. You can type in your question to find an answer quickly or browse by topic.

That being said, you should be ready to contact the Yelp call center or use another method of reaching the support team when necessary. This will ensure you resolve your concerns quickly, letting you make the most of your Yelp profile. Don’t forget to encourage your customers to leave Yelp reviews and consider whether advertising on Yelp makes sense for your business.