How can we help?

My portfolio isn’t updating

Open Settings › Linked Accounts and check the status of each connection.

• Use Test Connection to see the exact error a connection is returning.
• OAuth connections (such as Coinbase, Kraken and Gemini) use tokens that expire. Disconnect and reconnect to re-authorise.
• API-key connections stop working if the key was revoked or rotated on the exchange, or if the key has an IP allow-list that blocks mobile networks.
• Holdings you entered by hand, and stocks and ETFs added manually, do not sync from an exchange — they update in price only.

I can’t connect an exchange or wallet

CryptoSage connects for read-only portfolio tracking. When you create an API key on your exchange, enable read permissions only.

• Never enable withdrawal or transfer permissions. CryptoSage does not need them and will never ask for them.
• Check that you copied both the API key and the secret with no trailing spaces.
• Public wallet addresses are tracked by address alone — paste the address, not a seed phrase or private key. CryptoSage will never ask for a seed phrase, and no one who does is us.
• Hardware wallets are tracked read-only from their public addresses. CryptoSage cannot sign transactions or move funds.

Price alerts aren’t arriving

• Check iOS Settings › Notifications › CryptoSage and confirm alerts are allowed.
• Confirm Focus mode or Do Not Disturb isn’t suppressing them.
• On the free plan you can keep three active price alerts at a time. Delete an old alert or upgrade for more.
• Alerts you already deleted will not re-fire — recreate them from the coin page.

The AI assistant won’t answer

The assistant needs a live internet connection because your question is answered by a hosted AI model, not on-device.

• If a reply stalls, close the chat and try again — the request may have timed out.
• How many questions you can ask, and which model answers them, depends on your plan.
• The assistant is informational. It does not place orders and it is not financial advice.

Widgets are stale or blank

CryptoSage offers Portfolio, Price Ticker and Fear & Greed widgets. iOS — not the app — decides how often a widget is allowed to refresh, so a widget can lag behind the app.

• Open the app once to give the widget fresh data to read.
• Low Power Mode reduces widget refreshes.
• If a widget stays blank, remove it from the Home Screen and add it again.

I’m locked out by Face ID or my PIN

App-lock is optional and enforced on your device. If Face ID or Touch ID fails repeatedly, iOS falls back to your PIN.

• If you cannot get past the app lock, deleting and reinstalling the app clears the lock — it also clears local app data.
• We cannot recover or reset a device PIN for you; it never leaves your iPhone.

Restore a purchase

If you reinstalled the app or switched to a new iPhone and your plan isn’t showing:

1. Open Settings › Subscription in CryptoSage.
2. Tap Restore Purchases.
3. Sign in with your Apple Account if prompted, and wait for confirmation.

Restore only works when you are signed in with the same Apple Account that made the purchase. You can confirm the subscription is still active in iOS Settings › Apple Account › Subscriptions.

Change or cancel

Subscriptions renew automatically until cancelled. Manage everything from Apple:

1. Open iOS Settings and tap your name at the top.
2. Tap Subscriptions.
3. Select CryptoSage AI, then upgrade, downgrade or cancel.

Cancelling stops the next renewal. Your plan stays active until the end of the period you already paid for. We cannot cancel a subscription on your behalf.

Refunds and billing

Apple processes every payment for CryptoSage AI, so Apple — not us — issues refunds. We have no access to your payment details and cannot refund a charge.

To request a refund, go to reportaproblem.apple.com, sign in with your Apple Account, find the CryptoSage AI purchase and choose Request a refund.

If you believe you were charged in error, email us anyway — we’ll help you gather what Apple asks for.

Restore still not working?

Email hypersageailabs@gmail.com with:

• The Apple Account email used for the purchase.
• A screenshot of the subscription in iOS Settings, or your Apple receipt.
• Your device model, iOS version and app version.

Please don’t send us passwords, card numbers or API secrets — we never need them.

From inside the app (preferred)

Go to Settings › Help & Support › Send Feedback, choose the type of feedback and describe what happened.

This route automatically attaches your device model, iOS version, app version and build number, which is usually what we need to reproduce a problem.

By email

Write to hypersageailabs@gmail.com. A good report includes:

• What you expected to happen, and what happened instead.
• Step-by-step instructions to reproduce it.
• The screen or feature involved, and a screenshot if you have one.
• Device model, iOS version and app version (shown at the bottom of Help & Support).

Feature requests are welcome at the same address — tell us the problem you’re trying to solve, not just the feature.

Stays on your device

• Exchange API keys and secrets are stored in the iOS Keychain on your iPhone, the same system that protects your saved passwords. We do not keep your exchange credentials on our servers.
• Your app PIN and biometric setting never leave the device.
• Manually entered holdings and locally cached market data live on the device.

If you create an account

An account is optional. If you sign in with Apple, Google or an email address, sign-in is handled by Google Firebase Authentication, and app data such as your watchlist, price alerts, AI chat history, paper-trading records and profile can be stored in Google Cloud Firestore so it follows you between devices.

Sent to third parties as you use the app

• Your AI questions are sent to OpenAI’s API to be answered. Avoid typing anything into the chat you would not want processed by a third-party AI provider.
• Market data, charts and news come from providers including CoinGecko, Binance and TradingView. Requests go out from your device, so those providers may log your IP address under their own privacy policies.
• Connected exchanges and public blockchain addresses receive read requests for your balances.

Diagnostics

We use Firebase Analytics for anonymous usage statistics and Firebase Crashlytics for crash and stability reports, so we can find and fix what breaks.

We do not sell your personal data.

Deleting your data

• Disconnect an exchange or wallet at any time from Settings › Linked Accounts. Removing a connection removes its stored credentials.
• Delete your account from your profile screen in the app. This removes the account and its synced data.
• Delete the app to remove its local data from your iPhone.
• To make a data access or deletion request by email — including under CCPA — write to hypersageailabs@gmail.com.

Deleting your account doesn’t touch your money

CryptoSage only ever reads from your exchange accounts and wallets. Removing a connection or deleting your CryptoSage account has no effect on the accounts themselves, your balances or your funds.