The Ace Panel Is Stuck on “Loading…” in Follow Up Boss

The Ace panel sits on your Follow Up Boss contact pages. When it never finishes starting, you see the panel heading — Follow Up Ace: AI Assistant — with Loading… underneath it, and nothing else ever appears. No error, no red status, just a panel that never becomes a panel.

That specific symptom is almost never your Ace account, and it is almost never the contact you have open. This article gives you the checks in cost order, cheapest first, so you are not hunting through billing and permissions for something that usually lives in your browser.

First, the fork that decides everything

Open Follow Up Boss in a different browser on the same computer — if you normally use Chrome, try Edge, Firefox or Safari — sign in, and open any contact.

• The panel loads in the second browser. Your account is fine and the problem lives in the first browser's settings. Go straight to "Browser privacy settings" below.
• The panel is dead in both. Skip to "If it is dead everywhere" below.

This check takes thirty seconds and it decides which half of this page you can ignore. Do it before anything else.

Browser privacy settings — the check almost nobody runs

The Ace panel is served from followupace.com inside a page on followupboss.com. That separation is deliberate: the panel receives a signed, limited context about the contact you are viewing rather than free run of your CRM. The side effect is that your browser treats the panel as a third party, and third parties are exactly what browser privacy settings are built to restrict.

Any one of these will stop the panel starting, and none of them announce themselves:

1. Block third-party cookies. Available in Chrome and Edge, and on by default in Chrome's Incognito windows.
2. Tracking prevention set to Strict. Edge's version is the one that catches people, because it is a single dropdown that is easy to flip and easy to forget.
3. A private or incognito window. If you work in one by habit, it changes these defaults underneath you without saying so.
4. A device managed by your brokerage. The setting may be enforced by IT and greyed out where you cannot see it. Worth ruling in or out before you spend time hunting.

The fix is a per-site exception for followupace.com, not switching protection off globally — keep the strictness everywhere else. Chrome, Edge and Firefox all support that exception in their site or cookie settings.

Safari is the exception. It blocks cross-site cookies across the board and offers no per-site cookie exception you can add yourself. On iPhone and iPad every browser is Safari underneath, so the same applies there. If Safari is the only browser where the panel is dead, use another browser on a desktop, or open Ace directly (see below).

Extensions

Ad blockers, privacy extensions and corporate security agents do the same job as the settings above, less predictably and with no setting to point at. Turn them off for the Follow Up Boss tab and reload. If that fixes it, switch them back on one at a time until the panel breaks again, then allow followupace.com in that one.

If it is dead everywhere

If a second browser and a second computer both show the same stuck panel, check the Follow Up Boss side of the connection:

1. In Follow Up Boss, go to Admin → Integrations → Embedded Apps, find Moon Sherpa (Ace AI), and make sure it is enabled.
2. If Ace's authorization to Follow Up Boss was removed, re-authorize it at followupace.com/admin/fub-oauth-setup?reauth=1. You need admin, broker or owner access in Follow Up Boss to finish it.

Note that a stuck Loading… is a different symptom from "Could Not Connect to the Embedded App". The second one means the panel started but never received the contact record — that one is covered in Troubleshooting: Common Issues and Fixes.

You are not blocked while you sort it out

Ace also runs outside the Follow Up Boss frame. Sign in at followupace.com and you get the same assistant along with your dashboard views, with none of the in-frame browser restrictions. It is worth keeping in a tab regardless.

If you need to write to us

Three details turn a long back-and-forth into a fix. Send them to [email protected]:

• Your exact browser and operating system — "Edge on Windows 11", not "my laptop".
• The result of the two-browser check — just one browser, or all of them?
• A screenshot of the browser console — right-click anywhere on the page, choose Inspect, then open the Console tab. That one image usually identifies the cause outright.