General FAQ

Short answers to the questions teams ask most, with links to the full articles.

Signing in and accounts

What is my Company ID? The first part of your company’s BMexa address (sunrise for sunrise.bmexa.com). Admins see it under Settings › Company settings with a Copy button.
Can I sign in with my email? Not any more. Use your username; Forgot username? emails it to you.
How long do I stay signed in? 24 hours on the web, 30 days on a phone. Me › Sign out everywhere ends every session.
How do I change my password? Account › Profile › Password, or Forgot password? on the sign-in page.
Can an admin see my password? No. Passwords are stored as a one-way hash. An admin can set a temporary one, which you must change on your next sign-in.

Why can I not log an activity on a client? Only the assigned person can. Ask for a transfer, or your manager can log it.
Why is a phone number shown as ••••••3797? Your company masks numbers for people outside the client’s handling line. You can still call from the phone app. See Calling and logging from your phone.
A lead came in twice. Why is there only one client? One client per mobile number; the second enquiry is a remark on the first. See Duplicate clients.
How do I get a dumped client back? A manager or admin revives them from the client page; you are notified.
Where do imported clients go? To the person chosen in the import preferences, quietly: no alerts, no auto-reply. See Importing clients from a spreadsheet.

Is WhatsApp free in BMexa? No. Every conversation is billed by Meta to your WhatsApp Business Account at Meta’s rates; BMexa shows what Meta charged for under Marketing › WhatsApp. See Connecting your WhatsApp Business number.
Can I message any client any time? Free text only within 24 hours of their last message; otherwise an approved template.
What happens when someone replies STOP? Nothing more is sent to them from any of your numbers until they reply START. The team can still read what they write and answer by phone.
Does BMexa read my personal WhatsApp? No. Only the business numbers the company connected through Meta’s Cloud API.

Which “today” do the counts use? The company time zone (IST unless changed) on the dashboard, phone screens and reminders; report pages use rolling windows. See Reports overview.
Why does the Response breakdown total differ from Clients? It should not; the Others in your reach row exists to make them match. Check the period and filters.
Can I export a report? Clients and activities as CSV (admins and executives). See Getting report data out.

How do I contact support? Email support@bmexa.com. It is also the grievance address under the privacy policy.
Where is my data stored? In India (Mumbai), on AWS and Supabase. See How BMexa protects your data.
How do I ask for my data to be deleted? Use the form at /delete-account or email support. See Deleting your data.

Updated on 29 October 2026