Account and developer tools
Troubleshoot BNex and contact support
When something does not work in BNex, check the workspace, current status, provider explanation, and relevant product report first; then contact support with a safe, specific description.
Updated 2026-10-12
Onboarding or WhatsApp connection is waiting
- Check which readiness item is marked waiting and whether it belongs to you, BNex, or WhatsApp.
- Meta display-name, verification, payment, and number review steps can be separate. Do not repeatedly retry a step that is waiting on Meta.
- If Meta shows a permission or asset assignment error, resolve it in the relevant Meta Business settings and then return to BNex.
A campaign has not sent
- Open the campaign and read its status: it may need owner approval, Meta template approval, or its scheduled time.
- If the template was rejected, review Meta’s reason and correct the template before trying again.
- Check that the saved audience exists, contains eligible contacts, and complies with opt-out and blocked status.
- Check that the workspace wallet has available balance; the earlier estimate is not a balance reservation.
An import or MCP connection failed
- For an import, inspect the preview mapping and validation samples, check the plan limit, and use the final result counts to identify rejected rows.
- For MCP, confirm the URL and bearer token were copied from the same BNex connection panel, the token has not been revoked, and the client supports remote Streamable HTTP plus custom Authorization headers.
- If the token was lost or exposed, revoke it and create a new connection rather than sending it to support.
Prepare a support request
- Name the workspace and product area. Tell support whether the issue is in onboarding, inbox, contacts, campaigns, Finance, Settings, or an integration.
- Describe what you expected and what happened. Include the visible status, error text, and the steps that reproduce the problem.
- Include a relevant non-secret reference. When available, provide a campaign name or time of occurrence. Do not send API keys, bearer tokens, passwords, payment credentials, or unnecessary customer message content.
- Use the in-product support area. Open Support & Helpdesk in BNex or use the BNex support contact linked from the documentation header.
Frequently asked questions
What should I include in a BNex support request?
Include your workspace, affected product area, expected versus actual behavior, visible status or error, and safe reproduction steps. Never include passwords, API keys, bearer tokens, or provider secrets.
Should I retry a Meta permission or policy rejection?
Not repeatedly. A permanent permission or policy rejection needs the underlying Meta asset or template issue corrected; repeated identical retries do not resolve it.