Start with the first matching section below. Record the visible state before changing app data or repeating a transaction.
Confirm you are using the expected route
Open BONU7 from a destination you have verified, not from a forwarded message or an unfamiliar support link. Compare the domain, app name and route with the source you normally use.
Record the failure state
Write down the exact error, time, device, network and last successful access. Note whether the problem occurs before OTP, after OTP, after password entry or only when loading account data.
- Exact message or blank-screen state
- Last successful login time
- Login method used
- Whether an OTP arrived
- Any recent password or device change
Try reversible device checks
Confirm the network works in another app, set date and time automatically, reopen BONU7 and review notification permission. If the app is slow, record whether the delay affects login, notifications or all screens.
Clearing app data or uninstalling can remove local state. Do not use them as the first test if account recovery is not ready.
Use recovery without exposing secrets
Use the in-app or verified-site recovery route. Never send a password, OTP, backup code or full payment credential to someone claiming to help.
Escalate with a compact record
Share the account identifier the verified support route requests, the exact error, time, device and reversible checks already completed. Send redacted screenshots only.
If access looks suspicious
If you see an unrecognized login, changed recovery detail or unexpected OTP, stop normal troubleshooting and move to account containment. Use a clean device and a verified route.
Questions people ask
Should I send support my BONU7 password?+
No. A password or OTP authenticates you; it is not a diagnostic field and should never be sent in a support message.
Will reinstalling always fix login?+
No. It may not address account, OTP, route or server-side states, and it can remove useful local context.
How many OTP requests should I make?+
Avoid repeated requests. Record the first attempt and wait for the verified route’s stated process so multiple codes do not create confusion.
Product-specific states can change. Keep unknown values unknown and verify the current destination.