Troubleshooting

Hanzo AI uses Replit Auth (OpenID Connect). Make sure you have a Replit account. If the button appears to do nothing, try: (1) Clear your browser cache and cookies, (2) Try a different browser or incognito mode, (3) Disable browser extensions (ad blockers can interfere with the OAuth redirect), (4) Check that JavaScript is enabled. If you still can't log in, try the 'Login with Google' or 'Login with GitHub' option as an alternative.

Subscription status updates can take up to 60 seconds to propagate after payment. If it takes longer: (1) Sign out completely and sign back in, (2) Check your payment confirmation, and (3) contact support via the AI Support widget with the confirmation if your access still appears incorrect.

Account merging is not currently automated. Contact support via the AI Support widget with the email addresses of both accounts. Include your affiliate link or subscription payment confirmation on the account you want to keep. The support team can manually transfer subscription status and credit balance.

Sessions expire after 24 hours of inactivity by default. If you're being logged out more frequently, check that your browser's privacy settings aren't clearing cookies aggressively, and that you're not using a browser mode (like Firefox's strict enhanced tracking protection) that blocks the session cookie from being stored. Enabling 'Remember me' on login extends the session to 7 days.

Hanzo AI fetches live prices from the TradingView Scanner API and Kraken. If data appears stale: (1) Check your internet connection, (2) Hard-refresh the page (Ctrl+Shift+R / Cmd+Shift+R), (3) If the problem persists, it may be a temporary upstream API issue — check @HanzoAI on Twitter/X for status updates. Historical data (OHLCV) updates every 4H candle close; real-time prices update every 30 seconds.

A small number of instruments may show '--' if the data provider has a temporary gap for that specific instrument. This is most common during major market closures, such as US holidays for indices. The pair's historical data is unaffected; only the real-time price display is blank during these windows.

COT data is published by the CFTC every Friday after market close (typically 15:30 EST). The Hanzo backend fetches the new data within minutes of publication. If you're viewing the COT chart before Friday 15:30 EST, you're correctly seeing Tuesday's positioning data (that's the report cadence — published Friday, covering positions as of Tuesday). If it's Saturday and the chart still shows last week's data, try a hard-refresh first. If the issue persists, contact support.

The Kill Zone Panel uses UTC times. If your local time doesn't match what you expect, check that your browser's timezone detection is correct. The Kill Zone times listed in the documentation (and on the panel itself) are always in UTC — London Open = 07:00 UTC, NY Open = 13:30 UTC, London-NY Overlap = 08:00–12:00 UTC.

Wyckoff phase detection requires a minimum number of structural events to confirm a phase (usually 3 of: PSY, BC, AR, ST, SOW, LPSY). If the range has not yet developed enough structure, the engine returns 'undefined' rather than making a low-confidence guess. This is intentional — a WPS below 40 means the evidence is genuinely insufficient for a reliable detection. As the structure develops over the next few sessions, the phase score should increase and a phase label should appear.

Telegram alerts require an active link between your Hanzo account and a Telegram account. To diagnose: (1) Go to Profile → Notifications → Telegram, (2) Check that the link status shows 'Connected', (3) If it shows 'Disconnected', click 'Re-link' and follow the bot instructions again. Common failure cause: if you blocked or deleted the Hanzo Telegram bot, re-open the bot and send /start to reconnect.

Alert delivery is pair-specific and condition-specific. If some alerts arrive but others don't: (1) Check the specific alert in Alert Intel and confirm all 3 conditions are actually triggering — some conditions may be set too strictly (e.g., IIS > 95 will rarely fire), (2) Check the alert's pair and timeframe — some engines don't cover all 31 supported pairs on all timeframes. The alert will silently skip delivery if the data source for a condition is unavailable for that specific pair/timeframe combination.

Duplicate alerts happen when the same alert is linked to both Telegram DM delivery and a Telegram channel where your bot is also active. Check Profile → Notifications → Telegram and verify you have not added the same delivery destination twice. Each alert should have exactly one delivery endpoint.

Browser push notifications require the browser to be running (though not necessarily in the foreground). If you dismissed the browser's permission prompt, you'll need to re-enable: In Chrome: Settings → Privacy and Security → Site Settings → Notifications → find hanzoai.app → Allow. In Firefox: Preferences → Privacy & Security → Permissions → Notifications → Allow for hanzoai.app.

Usage limits vary by feature and access path. Review Profile → AI Usage and the subscription screen for the current allowance and any available account-credit options before continuing.

AI response speed depends on provider load and request complexity. Streaming output may show partial text before completion; review the current support and usage screens if a request remains incomplete.

The AI Coach personalizes based on your trade history in Phantom Desk and your journal entries. A minimum of 10 logged trades is needed before personalization is meaningful. Make sure you're logging trades through the Phantom Desk Trade Desk rather than an external tracker — the AI Coach only reads from Hanzo's internal journal data. After 30 trades, the coach's recommendations should feel highly specific to your patterns.

Copy the exact error message from TradingView's Pine Script editor and paste it back into the Pine Script Generator with the prefix 'Fix this error in my Pine Script:'. The AI will diagnose and correct the issue in context. If the error mentions 'repainting' or 'lookahead', the Quant Validator may have flagged this — re-read the validator output and click 'Regenerate with fix' on any flagged items.

Go to Profile → Subscription → Manage Billing. This opens the Stripe billing portal where you can cancel, change, or pause your subscription. Cancellation is immediate and you retain access until the end of your current billing period. You will not be charged again after cancellation. Credits earned during your subscription (through affiliate program) are retained after cancellation.

If a monthly payment fails, Stripe may retry according to its billing process. Check Profile → Subscription → Manage Billing, update the payment method, and review the access status shown there.

Refund requests are handled on a case-by-case basis. Contact support via the AI Support widget with your subscription payment details and reason for the refund request. Hanzo AI's policy follows standard SaaS practices: full refund within 14 days if you haven't substantially used the platform; no refund after significant usage.

Cryptocurrency payment may be arranged after an activation request when available. There is no public crypto checkout; review the current activation and refund terms before paying.

Review the subscription screen for the current billing and effective-date terms before confirming a plan change.