Find your problem below and follow the fix. If nothing here helps, contact your Henkan team.
Access and sign-in#
I see "Reserved for Henkan clients"#
Your account exists, but your company does not have access yet. Select Talk to the Henkan team. If Henkan has just added your company, select Check again. If you signed in with the wrong account, select Use another account. See Sign in and get access.
"This Google account isn't allowed"#
Google sign-in was refused for this account. Sign in with your work account, or create an account with your work email and password.
I didn't get the confirmation or reset email#
Check your spam folder. For a reset, the email is only sent if an account exists for that address.
Connectors#
A connection says Sign in again or stopped responding#
On the Tools page, select the tool, then Advanced settings. Select Sign in again (sign-in based tools) or Test connection. For token-based MCP servers, paste a new token and select Save. If it still fails, Disconnect and connect again.
A Google connection asks you to sign in again#
Google ended the access this connection had: the account's password changed, access was removed in the Google account settings, or the access expired. Select Sign in again on the row with the same Google account. Henkan renews short-lived access on its own, so this should not come back during normal use.
"Google did not give access to your Google Analytics data"#
On Google's sign-in screen, the permission to see your Analytics (or Search Console) data was left unticked. Select Connect again and, on the Google screen, tick the box that lets Henkan Chat see that data. If the box is missing or greyed out, your company's Google Workspace administrator may be blocking third-party access to Google Analytics: ask them to allow Henkan Chat.
"Google sign-in is not configured", "Slack sign-in isn't configured yet"#
The sign-in for that tool is not available on this installation. Contact Henkan.
"Your Free plan includes 2 tools"#
Your organisation is on the Free plan and already has 2 connections. The connections you have keep working; personal connections such as your own Slack don't count and can still be added. To connect more tools, select Talk to Henkan. See The Free plan.
Credentials are rejected#
Henkan tests credentials before saving them. Check that you copied the values from the right place (each field explains where), that the token has read access, and for Contentsquare MCP that an admin enabled MCP. See Supported tools.
Henkan says a Notion page isn't shared#
Henkan can only read the pages you chose in Notion's page picker. Select Share more pages on the Notion connection, or follow the link in Henkan's answer.
Answers#
Henkan didn't use my tool#
Check that the connection is Connected, that it is switched on in Tools for this conversation, and that the tool you need is switched on under Advanced settings › Tool by tool on the Tools page. Then name the tool or the site in your question.
Henkan used the wrong property or site#
Henkan keeps the active property or site of the conversation (shown as a chip in the message box). Remove the chip with ×, or name the property you want.
"This property has no data for this period"#
GA4 returned no rows. Check the property and widen the date range. Henkan does not retry the same query.
The answer stopped or was interrupted#
Select Retry. If it keeps happening, ask a narrower question (shorter period, fewer metrics): an answer can use up to 12 tool steps and 5 minutes.
"You've reached this month's 500 requests"#
Questions pause until the 1st of next month (UTC); your Flows keep running (the Free plan has no Flows). To change plan, select Talk to Henkan. Organisations without a plan yet see today's limit instead, reset at midnight UTC. See Requests and plans.
An attachment was refused#
Only images (up to 5 MB) and text files (up to 200 KB) are supported. Export spreadsheets as CSV.
Flows#
I can't switch a flow on#
The flow has issues to fix. Select the amber pill next to the switch to see them. See Build a flow.
A flow didn't run on schedule#
Check that it is switched on and look at Next run on the Flows page. Event triggers are checked every 10 minutes, so a run can start up to 10 minutes after the event.
I didn't receive the flow email#
Emails go to your Henkan Chat account address. If the run shows a warning on the email block, open it: for example, Your address has unsubscribed from Henkan emails., or The email could not be sent yet, while Henkan finishes setting up email sending. The report is always saved in chat, and the PDF link stays in the run output.
Slack#
Henkan doesn't answer in a channel#
You may have turned off Also answer in channels, or the workspace may be set to direct messages only. Henkan tells you privately in both cases. DM Henkan instead.
The link button says it expired#
Account links are single use and expire after 15 minutes. Message Henkan again to get a new one.
External AI tools#
Claude or ChatGPT can't pause a test#
Tools that change data are hidden from external apps by default. Turn on Let external AI apps change data on the MCP access page.
"MCP access is available on Pro and Max"#
The organisation used for AI tools is on the Free plan, so Henkan Chat refuses calls from Claude, ChatGPT or Cursor. Apps you already authorised are kept and work again after a plan change. If you belong to several organisations, check Organisation for Slack and AI tools on the MCP access page.
An app keeps asking for approval after I revoked it#
That is expected: after Revoke, the app must be approved again on the Henkan Chat page.