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Why Isn't Ace Analyzing My Contacts?

Updated July 3, 2026

If Ace scores are missing or have stopped refreshing on your contacts, it is almost always one of a few things. Work through these checks in order — most accounts are fixed by the last one.

Is Ace activated for your account?

Ace Win Score and Churn Risk are available on connected accounts without Trove; the other five fields and account-wide intelligence require Trove. Check the account entitlement that applies to the missing surface. Your admin can check activation and see setup status on the Ace dashboard. See Activating Ace Trove and Your Ace Fields.

Is Follow Up Boss still connected?

Ace needs a healthy Follow Up Boss connection to read activity and write scores. In the Ace admin dashboard, check that Follow Up Boss shows as connected. If it prompts you to reconnect, follow Connecting Follow Up Boss via OAuth.

The Ace setup and health check screen showing connection and configuration status — The setup health check shows whether your Follow Up Boss connection and configuration are in order.

Have Ace's fields been created in Follow Up Boss?

Ace writes its scores into custom fields. If those fields cannot be created, Ace can still score internally but cannot deliver the affected values into FUB. The most common reason is that your Follow Up Boss account is at its custom-field limit, so there is no room for Ace's fields.

Heads up: This is the single most common cause of "scores stopped updating." If your Follow Up Boss account is full of custom fields, free up slots, then use Setup Health or support to verify field setup and the next eligible writer run. Full steps are in Follow Up Boss Custom Field Limits and Your Ace Fields.

Check the account cadence and freshness

Every connected eligible account is scheduled nightly for Ace Win Score and Ace Churn Risk, whether free or on a paid seat. Trove can schedule additional batched refreshes after meaningful activity, but a recent webhook is not proof that a field write completed. Check Ace Last Analyzed where available and the admin health state.

Still stuck?

If you have checked activation, the Follow Up Boss connection, and custom-field room and scores still are not updating, contact support with your account name and an example contact so the team can look at that specific account.

Last updated: July 2026

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