Troubleshooting
Signing in
Section titled “Signing in”I get bounced to “Verify your email”
Section titled “I get bounced to “Verify your email””Your email address has not been confirmed. Check your inbox — including spam — for the confirmation, then reload Formule. If nothing arrives, ask your branch manager to check the address on your account is the one you are using.
“Continue with Google” does nothing
Section titled ““Continue with Google” does nothing”Your browser is blocking the popup. Allow popups for app.formule.io and try
again. If you are on a work device with a managed browser, try a different one.
I signed in but there is nothing here
Section titled “I signed in but there is nothing here”You have no agency access yet. If you applied through a join link, your manager has not approved you. If you are a manager whose agency is new, contact Formule.
I get a “Select a Company” card every time
Section titled “I get a “Select a Company” card every time”You belong to more than one agency. That is expected — pick one; you can switch later from the menu.
An agent cannot see a lead I assigned
Section titled “An agent cannot see a lead I assigned”Work through these in order:
- Was it a request, not a direct assignment? A requested lead shows as amber with masked details until the agent presses Accept. Until then it is not really theirs.
- Are they looking at the right agency? If they belong to several, they may be in the wrong one.
- Is the lead private? A private lead belongs to one agent and is invisible to everyone else, including you.
- Did they hide it? Hiding is personal. They can get it back by switching on Show my Hidden Leads dashboard in their agent profile.
A lead vanished from my list
Section titled “A lead vanished from my list”Most likely you hid it, or it was reassigned. Hidden leads come back via the Hidden Leads dashboard. If it was reassigned, the lead’s Agent Assignment section shows previous agents.
New leads are not appearing
Section titled “New leads are not appearing”The list updates live, so new leads normally appear without a refresh. If they are not:
- Reload the page — a laptop waking from sleep often drops the live connection.
- Check your filters. A saved status filter or an active search hides everything else.
- Check the right section. Web-only leads sit apart from advert leads.
Two cards for the same property in Campaigns
Section titled “Two cards for the same property in Campaigns”Your adverts and your listing use different names. Open the listing, set Property Code (Lead Mapping) to the name your adverts use, and future leads will land on one card.
Listings
Section titled “Listings”The share link shows nothing
Section titled “The share link shows nothing”The listing is a Draft. Edit it, turn on Publish immediately, save, and share again.
The preview shows the old photo
Section titled “The preview shows the old photo”Chat apps cache link previews aggressively. The page itself is correct. Test a fresh link in a chat with yourself; give it time before assuming it is broken.
I cannot delete a listing
Section titled “I cannot delete a listing”Agents can only delete listings they own or are assigned to. Advertisers cannot delete at all. Ask a manager.
No “Total Views” figure
Section titled “No “Total Views” figure”View counts are switched on per agency. Ask your Formule contact.
The assistant
Section titled “The assistant”It says it does not know who I am
Section titled “It says it does not know who I am”The chat link is broken or was never finished. Open Profile → Your assistant, get a fresh code and send it to the bot again.
The code does not work
Section titled “The code does not work”It works once and expires within minutes. Reload your profile for a new one, and send it as a message rather than forwarding it.
It cannot find a lead I can see
Section titled “It cannot find a lead I can see”Search by phone number — it is matched exactly and is the most reliable handle. Remember the assistant only sees what you see: as an agent, it will not find another agent’s leads.
Nothing happens when I message it
Section titled “Nothing happens when I message it”Confirm you pressed Start in Telegram. A bot cannot open a conversation with you first.
The QR code will not scan
Section titled “The QR code will not scan”The code refreshes. Reload the profile page for a new one, and scan from WhatsApp → Settings → Linked Devices → Link a Device — not your camera app.
It says “Resume Connection”
Section titled “It says “Resume Connection””A previous attempt was interrupted. Resume Connection picks up where it stopped; Reset & Start Over begins again.
No WhatsApp card on my profile
Section titled “No WhatsApp card on my profile”WhatsApp is enabled per agency. Ask your Formule contact.
Still stuck
Section titled “Still stuck”Tell your branch manager, or your Formule contact, three things: what you did, what you expected, and what happened instead — with a screenshot. It is worth more than a paragraph of description.