Channel Connection Troubleshooting
Diagnose WhatsApp, Facebook, Instagram, Telegram, email, Google, and payment connection problems.
Overview
WhatsApp: Check Meta business assets, WABA, Phone Number ID, token, webhook, number status, template, and provider error.
Facebook and Instagram: Check Meta authorization, Page and professional-account ownership, permissions, event subscriptions, and reauthorization.
Telegram: Check bot token, bot status, webhook or updates, /start, group privacy, and bot permissions.
Email: Check SMTP or API credentials, sender verification, SPF, DKIM, DMARC, inbound configuration, and provider limits.
Google: Check OAuth account, scope, Calendar or Sheet sharing, and reauthorization.
Payments: Check test or live environment, key, webhook, event type, signature, and provider delivery log.
Who should use it
All Wemblo users and authorized support contacts.
Where to find it in Wemblo
Wemblo -> Help or the affected module
Before you begin
- Record the workspace, user, module and time in PKT.
- Reproduce the issue with fictional data where possible.
- Collect a redacted error message or screenshot.
- Never include passwords, API keys, tokens or private customer data.
Main concepts and fields
| Concept / Field | Meaning or Use |
|---|---|
| Issue Scope | One user, workspace, channel or service-wide. |
| Reproduction | Steps that consistently cause the problem. |
| Error Code | Provider or Wemblo reference. |
| Redaction | Removal of secrets and private data. |
| Support Evidence | Safe screenshot, timestamp and expected result. |
Step-by-step instructions
- Record the workspace, user, module, time in PKT and exact error.
- Confirm the correct role, workspace and active connection.
- Review status, usage and recent configuration changes.
- Reproduce with fictional data.
- Review logs or provider response.
- Correct one issue at a time and retest.
- Escalate with redacted evidence if unresolved.
Test and verification
- Complete one successful path with fictional data.
- Complete one invalid, failure or permission path.
- Confirm the result appears in the correct workspace and module.
- Confirm the correct person or team can review and continue the work.
Common issues and solutions
| Issue | What to Check |
|---|---|
| Issue cannot be reproduced | Confirm workspace, user, time, environment and exact steps. |
| No useful error is available | Review logs, provider dashboard and status. |
| Support cannot investigate | Provide redacted evidence, expected result and affected record. |
| Sensitive data was attached | Remove it, rotate exposed credentials and resubmit safely. |
Security, privacy, consent, cost and provider notes
- Use only data the business is authorized to process.
- External provider charges, policies, approvals, limits and availability remain separate.
- Do not expose passwords, API keys, tokens, webhook secrets, payment credentials or private customer data.
- Use human review for sensitive, regulated, urgent, financial or final decisions.
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