Troubleshooting: Common Issues and Fixes

"Connect Follow Up Boss" Appears Every Login

What's happening: Ace uses a short-lived authentication token to connect to your Follow Up Boss account. When this token expires (typically after 1–2 hours of inactivity), you'll see the Connect screen when you open the widget.

Fix: Click the Connect Follow Up Boss button. It authorizes in a few seconds — no password entry required. You're returned directly to Ace chat.

This is a known limitation we're actively improving. A fix to auto-refresh the token before it expires is in progress.

Ace Doesn't Know About a Contact

Possible causes:

• The contact exists in FUB but was added very recently (sync can take a few minutes)
• Your FUB OAuth connection expired — reconnect using the steps above
• The contact is in a different FUB account than the one connected to Ace

Try: Disconnect and reconnect FUB OAuth from the admin dashboard. If the contact still doesn't appear, contact support with the contact name and FUB contact ID.

Ace Gives Wrong or Outdated Information

What's happening: Ace pulls live data from FUB, but the knowledge base (KB) that informs Ace's context may not have rebuilt yet after you made changes.

Fix: Ask your admin to trigger a KB rebuild from the admin dashboard. Rebuilds typically complete in 5–15 minutes.

If information about a specific contact is wrong, verify the data in FUB directly — Ace reflects what FUB contains.

Widget Doesn't Load / Shows a Blank Screen

1. Hard-refresh your browser (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac)
2. Clear browser cache and cookies for followupboss.com
3. Try a different browser (Chrome recommended)
4. Disable browser extensions temporarily — ad blockers sometimes interfere with the widget

If the blank screen persists after all steps, contact support with your browser version and a screenshot.

Voice Chat Not Available

Voice chat is a Pro plan feature. If you don't see the microphone icon:

• Confirm your plan type in the admin dashboard (Users & Seats)
• If you're on Pro and still don't see the mic, try a hard refresh
• Voice requires browser microphone permission — check your browser settings if the mic icon is visible but unresponsive

I Was Upgraded But Still See Free/Basic Features

Plan changes apply immediately, but your browser session may be caching the old state.

Fix: Close the Ace widget, wait 30 seconds, and reopen it. If features still don't reflect your new plan, log out of FUB completely and log back in.

Didn't Receive Welcome or Setup Email

1. Check your spam/junk folder for email from noreply@followupace.com
2. Verify the email address in the admin dashboard is spelled correctly
3. Ask your admin to resend the welcome email from the Users & Seats section

"A Terms/Agreement Popup Appeared Inside FUB"

This is expected — it's our July 2026 terms update, not a bug and not phishing. The legal terms were updated, so every user is prompted once per surface (embed assistant, companion, and admin dashboard) to review and accept before continuing.

Fix: Click Accept and you're straight back in — nothing about your account or data changes. If the prompt reappears after you accepted, reload the page once (a cached session can lag a few minutes). If it still persists, email support — acceptances are recorded server-side, so we can see exactly what happened. Public explainer: followupace.com/learn/terms-of-service-update.

"My Ace Score / Ace Tier / Next Action Field Disappeared in Follow Up Boss"

Expected — it's the 2026 custom-field consolidation, not a bug. The older heuristic fields were retired and are being removed from FUB, replaced by six model-grounded fields (Ace Win Score and Ace Churn Risk are free; Ace Expected GCI (est.), Ace Opportunity, Ace Seller Tier, and Ace Last Analyzed require Ace Trove).

Fix: rebuild any Smart List that filtered on the old fields to sort by Ace Win Score instead. Full detail: Activating Ace Trove and Understanding Your Ace Fields.

Still Stuck?

Email support@followupace.com with:

• Your account email address
• The issue you're experiencing (a screenshot helps)
• When it started happening

Support typically responds within 1 business day.