Advanced Troubleshooting

Account & Authentication

Password reset link is not working

If the reset link returns an error or shows "link expired," it means one of the following occurred:

• The link was used already — each link is single-use.
• More than 30 minutes passed since it was generated.
• A newer reset was requested, which invalidates all previous links.

Request a fresh link from the login screen. If you are using a corporate email with click-tracking (common with Microsoft Defender or Proofpoint), the security scanner may "click" the link before you do, consuming it. Ask your IT administrator to whitelist fundflow.com links or use a non-scanned inbox.

Role change is not taking effect for a team member

Role changes apply to new sessions only. The affected team member must log out and log back in for the updated permissions to take effect. If the issue persists after a fresh login, confirm the change was saved — check Settings > Team and verify the role shown matches what you intended.

Session is expiring too quickly

Fund Flow sessions have a configurable idle timeout for security. By default, inactive sessions expire after a period of inactivity. If you are being logged out while actively working:

• Disable browser extensions that block background requests (some ad blockers interfere with session keep-alive pings).
• Check that your browser is not aggressively suspending tabs.
• Corporate VPN or proxy configurations sometimes drop authenticated cookies — consult your IT team.

Two-factor authentication (2FA) is locked out

If you cannot access your authenticator app and have exhausted your backup codes, recovery requires identity verification through support. Prepare:

• The email address on the account
• Your organization name
• A description of when and how you set up 2FA

Support will verify your identity through a secondary channel before disabling 2FA. This process takes up to one business day to prevent unauthorized account takeovers.

Data Import & CSV Issues

Large CSV import is timing out

Imports over approximately 1,000 rows may hit a browser timeout. To resolve this:

1. Split the file into batches of 500–800 rows.
2. Import each batch separately — Fund Flow will deduplicate by email on subsequent imports.
3. Alternatively, contact support to request a server-side bulk import for files over 5,000 rows.

Duplicate contacts are being created on import

Fund Flow deduplicates contacts by email address during import. Duplicates are created when:

• The same person is listed with two different email addresses.
• The email column is not correctly mapped to the Email field during import.
• The existing contact has a slightly different email (e.g., john@example.com vs. john.doe@example.com).

After import, use the Merge Contacts feature from any contact's detail page to combine duplicates manually. Look for a Potential Duplicates banner that Fund Flow surfaces when it detects similar names or phone numbers.

CSV import shows "field validation failed" for dates

Date fields must be formatted as YYYY-MM-DD (ISO 8601). Common formats that fail:

Open your CSV in a spreadsheet editor and reformat the column before re-uploading.

AI & Token Issues

The AI command center shows "token limit reached"

Each organization's AI usage is metered by tokens (units of text processed). When the monthly token budget is exhausted:

• The AI drafting and action features will be unavailable until the budget resets at the start of the next billing cycle.
• You can view current usage at Settings > Billing > AI Usage.
• Upgrading to a higher plan increases the monthly token budget. Contact support for custom limits if your usage regularly exceeds plan tiers.

AI-drafted emails contain incorrect deal or investor details

The AI generates content based on the context it has access to — the deal record, contact profile, and any documents you have attached. Incorrect details usually mean:

• The deal record has incomplete or outdated fields (check projected returns, property address, close date).
• The investor contact record has a mismatched name or commitment amount.
• The wrong contact or deal was selected before triggering the draft.

Always review AI-generated content before sending. The AI is a drafting assistant, not a source of record.

AI actions appear in the activity log but were not approved

Fund Flow's AI agent requires explicit operator approval before executing any action that modifies data or sends communications. If you see activity that you do not recall approving:

1. Review the action log timestamp and check which team member's session approved it.
2. Confirm that auto-approval rules (configured in AI Command > Trust Controls) are not set too broadly.
3. If no team member approved it and auto-approval is off, contact support immediately — this is treated as a security incident.

Documents & E-Signatures

PDF generation is producing blank or corrupted output

Document generation issues typically trace to template problems:

• Template fields that reference deal or investor data fields that are empty will render as blank. Populate all required fields on the deal before generating.
• Complex layouts with embedded images over 5 MB can cause generation to time out. Compress images before embedding them in templates.
• If a specific template consistently fails, try duplicating it and regenerating from the copy — this rules out template cache corruption.

E-signature request link returns "document not found" for the signer

This error means one of the following:

• The signing request was cancelled or voided by the operator after it was sent.
• The signer is using an old link from a request that was resent (new requests invalidate prior links).
• The document was deleted from Fund Flow.

Resend the signing request from the document's detail page. If the document was deleted, you will need to re-upload and create a new signing request.

Completed e-signature document is not updating to "Signed" status

After all parties complete signing, the document status updates automatically via a webhook. If the status is stuck at "Awaiting Signature" after all parties have signed:

1. Wait up to 15 minutes for webhook delivery.
2. If the status has not updated, use the Refresh Status button on the document detail page.
3. If still stuck, contact support with the document ID — support can trigger a manual status sync.

Loans & Payments

Loan balance is not calculating correctly

Loan balances are calculated from the payment records attached to the loan. Common causes of incorrect balances:

• Payments entered without a principal/interest split — Fund Flow needs both values to calculate remaining principal.
• Payments recorded against the wrong loan.
• A scheduled payment that was marked "paid" but the amount was entered incorrectly.

Open the loan detail page and review the payment history line by line. Edit any incorrect entries and the balance will recalculate immediately.

ACH payment sync is showing stale data

ACH payment sync runs on a scheduled interval. If you are seeing stale data:

1. Go to Settings > Integrations and check the last sync timestamp.
2. Use Sync Now to force an immediate sync.
3. If the sync is failing, check that your ACH provider credentials have not expired. Re-enter credentials if needed.

Communication & Email

Email replies from investors are not threading to the correct contact

Email threading matches by the Message-ID and In-Reply-To headers in the email. Threading can break if:

• The investor changes the subject line when replying.
• A third-party mail forwarder strips reply headers.
• The investor's mail client does not preserve threading headers (rare, usually older enterprise mail clients).

In these cases, emails will land in the general inbox. Manually link them to the correct contact from the inbox view using Assign to Contact.

Bulk email campaign is showing low delivery rates

Low delivery can be caused by:

• Sending to email addresses that have bounced previously — Fund Flow suppresses known bounces.
• Subject lines that trigger spam filters (avoid excessive capitalization, dollar signs, and "free" offers).
• Not having SPF/DKIM records configured for your sending domain. Contact support to configure domain authentication.

Performance & Browser Issues

A specific page is consistently slow to load

If a single page loads slowly while the rest of the app is fast, the cause is usually a large dataset or an expensive query for that page. Mitigations:

• Contacts page — Apply active filters and use pagination instead of loading all contacts.
• Deals pipeline — Archive closed deals to reduce pipeline card count.
• Reports page — Narrow the date range. Reporting over multi-year windows with many transactions is the most expensive operation in the platform.

The app is showing outdated data after I made a change

Fund Flow uses optimistic UI updates for most actions, but some views require a manual refresh to reflect backend changes made by other team members. Press F5 or Cmd+R to refresh. If you are seeing very stale data (hours old), clearing your browser's application cache and reloading resolves most cases.

Contacting Support for Technical Issues

When contacting support for a technical issue, include:

• Your organization name and the email address on your account
• A description of what you were doing when the issue occurred
• Any error messages shown (a screenshot is helpful)
• The browser and operating system you are using
• Whether the issue is reproducible or happened only once

This information significantly speeds up diagnosis. Reach support at support@fundflow.com or via in-app chat.