Troubleshooting

Login & Account Access

I can't log in to my account

First, confirm you are using the correct email address. Fund Flow accounts are tied to a single email — if you signed up with a Google account, use Sign in with Google rather than email/password.

If you have the right email but the password is not working, use the Forgot password? link on the login screen. A reset link will be sent within a few minutes. Check your spam folder if you do not see it.

I am not receiving verification or reset emails

Check your spam or junk folder first. If the email is not there after five minutes, verify that you typed your address correctly. Contact support if the issue persists — there may be a delivery block on your domain.

My two-factor authentication (2FA) code is not working

Make sure the time on your device is synced correctly — TOTP codes are time-sensitive. If you have lost access to your authenticator app, use one of your saved backup codes. If you do not have backup codes, contact support with account verification details.

Data Import & Export

My CSV import is failing or not mapping correctly

The most common causes are:

• Wrong file encoding — Save your CSV as UTF-8 before uploading.
• Missing required columns — Contacts require at least a first name and email address.
• Inconsistent date formats — Use YYYY-MM-DD for all date columns.

The AI mapper will suggest column matches, but you can override each mapping manually before confirming the import. If a row fails validation, a downloadable error report lists exactly which rows failed and why.

The export is missing data

Exports reflect the current filter state of the view. If records appear missing, check whether any active filters are narrowing the result set. Clear all filters and then re-export.

CRM & Pipeline

A contact I just added is not appearing in the list

Contacts appear immediately after saving. If a new contact is missing, check for active search or filter criteria on the contacts page that might be excluding it. Also confirm the save completed without an error banner.

Deal stages are not updating when I drag cards

Drag-and-drop pipeline updates require a stable internet connection. If cards are snapping back to their original position, you may have lost connectivity briefly. Refresh the page and try again. If the problem persists, use the deal detail page to update the stage via the dropdown.

Dashboard & Metrics

Dashboard metrics look incorrect or out of date

Dashboard metrics update in near real-time but rely on the underlying data being correct. Check the following:

• Loan payment records are accurately entered with the correct principal and interest split.
• Deal capital totals reflect actual committed amounts, not projected figures.
• If a metric appears stale, try a hard refresh (Ctrl+Shift+R / Cmd+Shift+R).

Payments & Subscription

My credit card is being declined

Declined cards are usually caused by an expired card, incorrect billing address, or a fraud hold placed by your bank. Update your payment method at Settings > Billing > Update Card. If the card details are correct, contact your bank to authorize the charge from Fund Flow.

My plan downgraded unexpectedly

If your account was automatically downgraded, it typically means a payment failed. Check Settings > Billing for any failed invoices. Updating your payment method and settling the outstanding balance will restore your plan immediately.

Document Uploads

A document upload is failing

Fund Flow accepts PDF, DOCX, PNG, and JPG file formats up to 50 MB per file. If your upload is failing:

• Confirm the file format is supported.
• Check that the file size is under the limit.
• Try from a different browser if the issue persists.

Large PDFs (over 20 MB) may take up to 30 seconds to process. Do not navigate away during upload.

A shared document is not visible to the investor

After uploading, confirm you clicked Share on the document and that it is shared with the correct investor or deal. Investors only see documents explicitly shared with them — uploading alone does not make a document visible.

E-Signatures

An investor says they did not receive the e-signature request

Check that the investor's email address on their contact record is correct. E-signature request emails can occasionally land in spam. You can resend the request from the document's detail page using Resend Email.

A document is stuck in "Awaiting Signature" status

If a signer has not acted after several days, use the Send Reminder option on the document. If the signer is experiencing technical issues opening the link, have them try a different browser or device.

AI Tools

The AI is not responding or taking too long

AI features require an active subscription that includes AI tools. If your plan includes AI and the tool is still unresponsive:

• Refresh the page and try again.
• Check that your prompt is at least a few words — very short inputs may not trigger the AI.
• If the AI Command Center shows an error banner, there may be a temporary service interruption.

The AI drafted an email I did not ask for

The AI agent only sends or schedules actions that you explicitly approve in the Exception Queue or Action Queue. Any drafts it produces remain as drafts until you review and confirm them. If an action was taken unexpectedly, check AI Command > Activity Log to see what was approved and by whom.

Deals & Loans

A loan payment is not showing up in the payment history

Payments must be recorded manually or synced via the ACH integration. If a payment is missing, go to the loan detail page and use Add Payment to enter it. If you use ACH, check the sync status in Settings > Integrations.

My deal capital raise total does not match what I expect

The capital raise total on a deal reflects the sum of all committed investments linked to that deal. Verify that each investor's commitment record is created and approved. Pending or withdrawn commitments may be shown separately depending on your filter settings.

Integrations

Gmail is not syncing new emails

If Gmail sync has stopped:

1. Go to Settings > Integrations > Gmail.
2. Check the connection status. If it shows "Disconnected," reconnect by clicking Connect Gmail and re-authorizing.
3. Google OAuth tokens expire periodically — reconnecting refreshes the authorization.

Performance

The platform is loading slowly

Performance issues usually relate to network conditions or browser cache. Try:

• Clearing browser cache and cookies.
• Using a supported modern browser (Chrome, Firefox, Edge, Safari — latest two versions).
• Disabling browser extensions that intercept requests.

If the slowness is limited to one page (e.g., a very large contacts list), use pagination and filters to reduce the result set.

Team Collaboration

A team member cannot see a deal I created

Deal visibility follows role-based access. Members and Analysts can see all deals by default. If a deal is unexpectedly hidden, check whether the deal has been archived. Admins can restore archived deals from Deals > Archived.

I accidentally deleted a contact

Deleted contacts are soft-deleted and can be recovered within 30 days. Contact Fund Flow support with the contact's name and email address to restore the record.

Security

I noticed login activity I do not recognize

Go to your profile settings and review active sessions. Terminate any sessions you do not recognize and immediately change your password. Enable two-factor authentication if you have not already done so. Contact support if you believe your account has been compromised.

Contacting Support

If none of the above resolves your issue, reach out to the Fund Flow support team:

• In-app chat — Click the help icon in the bottom-right corner of any page.
• Email — support@fundflow.com
• Response times — Business hours, typically within one business day. Priority support subscribers receive faster response SLAs.

For advanced or persistent issues, see Advanced Troubleshooting.