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Troubleshooting

This guide helps you solve common issues with the Hanc.AI platform. Find your problem below and follow the solution steps.

Quick Diagnosis​

SymptomLikely CauseSolution Section
Can't log inAccount/password issueAccount Issues
Agent won't respondConfiguration problemAgent Issues
Wrong answersKnowledge base issueKnowledge Base Issues
Calls not connectingPhone/Twilio issuePhone Issues
Poor audio qualityNetwork/settings issueAudio Issues
Feature not workingPlan limitationBilling Issues

Account Issues​

Can't Log In​

Symptoms:

  • Login page shows error
  • Password not accepted
  • Account seems locked

Solutions:

  1. Check email/password

    • Ensure correct email address
    • Check caps lock
    • Try copy-paste password

  2. Reset password

    • Click "Forgot Password"
    • Check email (including spam)
    • Click reset link within 1 hour
    • Create new password

  3. Clear browser data

    • Clear cookies for hanc.ai
    • Clear cache
    • Try incognito/private mode

  4. Try different browser

    • Chrome, Firefox, Safari, or Edge
    • Disable browser extensions

Still stuck? Contact support@hanc.ai

Can't Create Account​

Symptoms:

  • Registration fails
  • "Email already exists" error
  • Verification code not received

Solutions:

  1. Email already registered

    • Try "Forgot Password" to recover existing account
    • Use different email

  2. Phone verification failing

    • Ensure correct country code
    • Enter number without leading zero
    • Wait 60 seconds before requesting new code
    • Try different phone number

  3. Page errors

    • Refresh and try again
    • Clear browser cache
    • Try different browser

Agent Issues​

Agent Not Responding​

Symptoms:

  • Test call connects but agent silent
  • Agent doesn't speak greeting
  • Infinite loading

Diagnostic steps:

1. Check agent is active (not paused)
2. Verify first message is set
3. Check prompt is not empty
4. Verify LLM provider connected
5. Check plan allows more calls

Solutions:

  1. Check agent status

    • Go to Voice Agents
    • Ensure agent shows as "Active"
    • Toggle off/on if stuck

  2. Verify first message

    • Agent settings → First Message
    • Ensure text is present
    • Save after changes

  3. Check LLM settings

    • Provider selected (OpenAI, etc.)
    • Model selected
    • API connection active

  4. Test in browser

    • Click "Talk to agent"
    • Allow microphone
    • Wait for greeting

Agent Gives Wrong Information​

Symptoms:

  • Incorrect prices quoted
  • Wrong business hours stated
  • Made-up information

Cause: Usually a knowledge base or prompt issue.

Solutions:

  1. Check knowledge base content

    • Is the correct information present?
    • Is it clearly formatted?
    • Any conflicting information?

  2. Verify KB is connected

    • Agent settings → Knowledge Base
    • Correct KB selected?

  3. Strengthen prompt restrictions Add to prompt:

    CRITICAL: Only use information from the knowledge base.
    If information is not in the knowledge base, say "I don't have that information."
    NEVER make up prices, hours, or other specific details.

  4. Lower temperature

    • Reduce temperature to 0.3-0.5
    • More deterministic responses

Agent Doesn't Use Knowledge Base​

Symptoms:

  • Says "I don't know" for information that exists
  • Generic responses instead of specific

Solutions:

  1. Confirm KB connected

    • Agent settings → Knowledge Base section
    • Should show your KB selected

  2. Check KB content format

    • Clear headings
    • Simple structure
    • Question/answer pairs for FAQ

  3. Add FAQ format

    Q: What are your business hours?
    A: We are open Monday-Friday 9am-6pm, Saturday 10am-2pm.

  4. Verify file uploaded properly

    • Go to Knowledge Base
    • Check file appears in list
    • Check file size is not zero

Agent Won't Stop Talking​

Symptoms:

  • Very long responses
  • Doesn't wait for user
  • Overwhelming information

Solutions:

  1. Add to prompt:

    - Keep responses to 1-2 sentences
    - Ask one question at a time
    - Wait for the customer to respond
    - Be concise and direct

  2. Lower max tokens

    • If available in settings
    • Limits response length

Knowledge Base Issues​

File Upload Fails​

Symptoms:

  • Error when uploading
  • File rejected
  • Processing stuck

Solutions:

  1. Check file format

    • Supported: .pdf, .docx, .txt, .md, .html, .csv
    • Not supported: .doc (old Word), .xls, images

  2. Check file size

    • Maximum file size may apply
    • Try splitting large documents

  3. Check file content

    • Not password protected
    • Not corrupted
    • Contains actual text (not scanned images)

  4. Try different format

    • Convert PDF to .txt or .docx
    • Copy text into new document

Information Not Found​

Symptoms:

  • Agent says "I don't know"
  • Information exists in KB but not used

Solutions:

  1. Improve structure

    • Clear headings for topics
    • FAQ format for common questions
    • Avoid long paragraphs

  2. Use exact phrases

    • Match how customers ask
    • Include variations of questions

  3. Add more context

    • Don't just list prices
    • Include service names and descriptions

Example improvement:

❌ Poor:

25, 35, 55

✅ Good:

## Haircut Prices
- Men's haircut: €25
- Women's haircut: €35
- Children's haircut (under 12): €20

Phone Issues​

Calls Not Connecting​

Symptoms:

  • Calls go to voicemail or error
  • Ringing but no answer
  • Call dropped immediately

Solutions:

  1. Check Twilio connection

    • Integration → Twilio
    • Status should be "Connected"
    • If not, re-enter credentials

  2. Verify number assignment

    • Phone Numbers section
    • Number has agent assigned?
    • Agent is active?

  3. Check Twilio account

    • Log into Twilio
    • Account has balance?
    • Number is active?
    • Webhook configured correctly?

  4. Test with browser

    • Use "Talk to agent" in dashboard
    • If this works, issue is phone-side

Wrong Agent Answers​

Symptoms:

  • Expected Agent A, got Agent B
  • Wrong greeting

Solutions:

  1. Check number assignment

    • Phone Numbers → Click the number
    • Verify correct inbound agent selected

  2. Check for webhook conflicts

    • In Twilio, verify webhook points to Hanc.AI
    • No other services intercepting

Audio Issues​

Poor Call Quality​

Symptoms:

  • Robotic voice
  • Choppy audio
  • Delays in conversation

Solutions:

  1. Check internet connection

    • Minimum 5 Mbps recommended
    • Wired connection better than WiFi

  2. Check Twilio status

  3. Try different voice

    • Some voices perform better
    • Test alternatives in settings

  4. For browser test calls

    • Close other tabs/applications
    • Use wired headset if possible
    • Check microphone isn't muted

Agent Can't Understand Caller​

Symptoms:

  • Agent asks to repeat
  • Misunderstands words
  • Wrong transcription

Solutions:

  1. Language settings

    • Verify correct language selected
    • Match caller's expected language

  2. Prompt for clarity Add to prompt:

    If you don't understand, politely ask the caller to repeat.

  3. Test STT independently

    • Use test call feature
    • Speak clearly and note issues
    • May be accent or audio quality

Billing Issues​

Feature Not Available​

Symptoms:

  • Button grayed out
  • "Upgrade required" message
  • Can't create more agents

Solutions:

  1. Check current plan

    • Settings → Billing
    • Review plan limits

  2. Check usage

    • Near or at limits?
    • Wait for next billing cycle or upgrade

  3. Upgrade plan

    • If needed, upgrade from Billing page

Payment Failed​

Symptoms:

  • "Payment failed" error
  • Service interrupted
  • Can't update subscription

Solutions:

  1. Check card details

    • Card not expired?
    • Sufficient funds?
    • Correct billing address?

  2. Contact bank

    • International payments blocked?
    • Suspicious activity flag?

  3. Update payment method

    • Settings → Billing → Update Payment
    • Try different card

  4. Contact support

Browser Issues​

Page Not Loading​

Solutions:

  1. Refresh page (Ctrl/Cmd + R)
  2. Clear cache (Ctrl/Cmd + Shift + Delete)
  3. Try incognito mode
  4. Try different browser
  5. Check internet connection

Buttons Not Working​

Solutions:

  1. Disable ad blockers for hanc.ai
  2. Enable JavaScript
  3. Clear cookies
  4. Update browser to latest version

Integration Issues​

Twilio Not Connecting​

Solutions:

  1. Verify credentials

    • Account SID correct?
    • Auth Token correct?
    • No extra spaces copied?

  2. Check Twilio account status

    • Account active and funded?
    • Not suspended?

  3. Re-enter credentials

    • Disconnect and reconnect
    • Copy fresh from Twilio console

Webhook Not Receiving Events​

Solutions:

  1. Verify URL

    • URL is publicly accessible
    • HTTPS (not HTTP)
    • No authentication required

  2. Check server response

    • Must return 200 status
    • Within 30 seconds

  3. Test with webhook.site

    • Use test URL to verify events sending
    • Debug from there

Getting Help​

Before Contacting Support​

Gather this information:

  • Account email
  • Agent name/ID (if applicable)
  • Screenshot of error
  • Steps to reproduce issue
  • Browser and device used

Contact Support​

Email: support@hanc.ai

Include:

  • Clear description of issue
  • When it started
  • What you've tried
  • Screenshots if helpful

Response time:

  • Standard: Within 24 hours
  • Pro/Agency: Within 4 hours

Status Page​

Check platform status for outages:

  • System status announcements
  • Planned maintenance windows
  • Historical uptime