Account and support

Troubleshooting

Choose the symptom you see, work through the relevant checks, and keep a note of the result. If it continues, send the details needed to reproduce it.

What needs attention?

A PRO indicator is missing

1. Check the account. Compare the TradingView profile username with the one registered to TanukiTrade.
2. Check access. Confirm an active trial or subscription. Allow up to 15 minutes after initial setup or an account correction for invite-only access to appear.
3. Open the correct list. In TradingView, use Indicators → Invite-only and search for TanukiTrade. Scroll the list and add the PRO version, rather than assuming a Lite script has upgraded.
4. Refresh the session. Reload TradingView; if necessary, sign out and sign back in to the intended account.

If it is still missing, send support the TradingView username, affected indicator, time of the attempt, and a screenshot of the Invite-only search. Use the indicator setup guide for the complete steps. Send subscription evidence privately if requested.

The login code does not arrive or is rejected

1. Confirm both the account email and TradingView username. A mismatch can prevent the code from being sent.
2. Check spam and Promotions for messages from noreply@tanukitrade.com.
3. Use the most recently requested code. It expires after two minutes and cannot be reused after a successful sign-in.
4. If the form reports too many attempts, wait for the stated interval, then try again once.

If you need the account email or username corrected, use account support. Report the error message and request time without including the verification code.

The WebApp is blank or will not load

1. Confirm that you are signed in with an eligible trial or PRO membership. Discord is not required for WebApp access.
2. Reload the page. For a hard refresh, use Ctrl+Shift+R on Windows/Linux or Cmd+Shift+R on Mac.
3. Try a private window or another current browser to compare behavior. A difference can involve site data, cookies, extensions, or browser settings; it does not identify the cause by itself.
4. Record the page URL, browser, error text, and whether the issue affects one view or all views.

See WebApp access for setup. If a private window works, compare the relevant site permissions and extensions before changing settings.

The Member Area repeatedly signs me out

Network or IP-address changes can invalidate the browser session. Sign in again on a stable connection and note whether the issue follows a mobile-network handoff, network switch, or VPN reconnection. If it continues without a network change, report the browser and the sign-out times to support.

The Discord Premium role is missing

1. Allow a few minutes after Connect Discord, then fully close and reopen Discord.
2. Confirm that you are in the TanukiTrade server and using the account shown in My Account.
3. Check membership and billing status.
4. If the wrong Discord account was linked, use the account-switching steps rather than opening another TanukiTrade account.

Follow the Discord access checklist. Use private support if the role still does not appear.

A Discord bot does not answer

1. Use the designated GEX-BOT-pro or options-gex-bot channel with the Premium role.
2. Select the command from autocomplete and complete its required fields.
3. Try /help or use /symbols to check the instrument.
4. Follow any rate-limit message and avoid repeated requests while waiting for a response.

See bot troubleshooting. A report should include the command, selected fields, and response.

Levels look older or differ between views

1. Match the symbol and any underlying mapping.
2. Match the exact expiration and Standalone or Cumulative mode.
3. Compare data timestamps, not only the current price or message time.
4. Check any pasted Manual Override dataset and whether it matches the selected context.

Use the update schedule, Manual Override, and data clocks for details. Outside the update window, the latest saved options snapshot can remain visible while a futures chart continues moving.

GEX is missing on a futures or proxy chart

Confirm that the chart symbol and indicator support the mapping. Examples include /ES and /MES through SPX, /NQ and /MNQ through QQQ, and gold or silver chart symbols through GLD or SLV. These use the mapped underlying’s options context, not that futures contract’s native options chain.

Coverage can differ by indicator. Check the full mapping guide rather than assuming every futures, commodity, or currency chart is supported. /CL and /NG do not have mapped GEX, even if a price grid can draw on the chart.

An API or MCP request fails

• 401: check the configured bearer token and authorization header. Do not put the secret in request JSON or a URL.
• 403: read the error code and account or endpoint-access message. Do not assume a new login code will fix API credentials.
• 429 or a retry instruction: follow Retry-After where supplied, rather than immediately repeating the request.
• MCP setup: confirm the hosted URL and secure credential field against the setup guide.

Use the error reference, rate-limit headers, and MCP connection instructions. Send the route or tool, status, error code, request ID if present, and time with credentials removed.

If the issue continues

Send one focused report with the checks you completed and their results. Include the affected tool, symbol, expiration, aggregation mode, timestamp, and browser or client version where relevant. Use the report template and the appropriate support channel.