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.
Inside the Instagram and Facebook browsers there is no Google button at all, because Google refuses to sign anyone in there. Use the code sent to your email, or open the page in Safari or Chrome.
The sign-up or sign-in code does not arrive
Section titled “The sign-up or sign-in code does not arrive”Check your spam or promotions folder. The code works for about an hour; after a minute you can ask for a new one. If the address was mistyped, press Use a different email.
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 signed up on your own, finish the two short setup screens: your workspace is created when you press Start my free trial. 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.
A real estate agent cannot see a lead I assigned
Section titled “A real estate 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 real estate 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 real estate 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 real estate 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 “Views” figure
Section titled “No “Views” figure”View counts are switched on per agency. Ask your Formule contact.
Really in the app
Section titled “Really in the app”There is no Ask Really button
Section titled “There is no Ask Really button”It is not offered on public pages, or on the Really page itself, which is already the chat. If it is missing on every screen, your account is a finance admin or advertiser only; those roles do not get Really. See Roles.
It says it can only work in agencies I belong to
Section titled “It says it can only work in agencies I belong to”The agency on screen, or the agency the chat was started in, is not one you belong to — a chat from an agency you have since left, for example. Switch to one of your own agencies and start a new chat.
My question came back into the message box
Section titled “My question came back into the message box”Really could not take it: you sent several messages within a minute, the chat was still busy, Really was paused, the connection dropped, or you reached your plan’s daily limit, which resets at midnight in your agency’s time zone. Nothing is lost. The note in the chat says what happened, and when you can ask again if there is a wait.
It says I’ve used this month’s Formule AI budget
Section titled “It says I’ve used this month’s Formule AI budget”Your plan includes a monthly AI budget, and this month’s is spent. It resets at the start of next month. For more, choose a bigger plan in Plan & billing, under your name at the top right. See How much you can ask.
A change did not happen
Section titled “A change did not happen”Changes only run after you press Approve on Really’s card. A card you did not answer expires when you send your next message, or after 30 minutes; ask again and approve the new one.
If the card reads Didn’t go through, check the lead in Formule before you try again. Usually nothing changed, but if the connection dropped while the change was running it may have gone through. For a WhatsApp message, check the chat before sending again.
More in Really in the app.
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 a real estate agent, it will not find another real estate agent’s leads.
Nothing happens when I message it
Section titled “Nothing happens when I message it”Confirm your number is linked: Profile → Really on WhatsApp and by phone shows
Linked with your name. If not, send the LINK CODE message it writes for you.
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”In an agency, WhatsApp is enabled per agency. Ask your Formule contact.
On an account you signed up for on your own, connect WhatsApp from the WhatsApp icon in the left rail. It comes with the Pro plan, or as the WhatsApp add-on on any plan, both in Plan & billing. The free trial does not include it.
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. If you signed up on your own, send the same to Support.