Team Management: Adding, Assigning & Removing Seats

Team Management: Adding, Assigning & Removing Seats

This guide covers everything you need to manage your team in Follow Up Ace — from adding users and assigning seats to switching plans and removing access. All of these actions happen in the admin dashboard at admin.followupace.com.

Before you start

Your FUB users appear in Follow Up Ace automatically once FUB OAuth is connected. If Team Members is empty or your users are missing, go to Account Setup first and confirm the FUB OAuth step shows a green checkmark.

You need at least one purchased seat before you can activate a user. If you don't have seats yet, go to Billing → Add or Remove Seats first. See the Billing & Seat Management guide for purchasing details.

The Team Members page

Go to Team Members in the left sidebar. The page shows every FUB user on your account with their current status and plan badge:

At the top of the page, User Seat Management shows a summary: your purchased seat counts (Regular and Pro), how many are currently assigned, and how many remain available.

Activating a user (assigning a seat)

1. Go to Team Members.
2. Find the user you want to activate.
3. Click the toggle next to their name to turn it on.
4. The system checks your available seat pool. If you have an available seat, the user is activated immediately and their badge updates to ACE or PRO depending on your seat type.
5. If you don't have available seats, you'll see a prompt to purchase more from Billing before continuing.

After activating a user, send them a welcome email so they know their access is live. Find the user in the list, open their actions menu, and click Send Welcome Email. This sends them a "Welcome to Ace!" (or "Welcome to Ace Pro!") email with instructions to get started in Follow Up Boss.

Switching a user between Regular and Pro

1. Go to Team Members, find the user.
2. Open their actions menu and click Change Seat.
3. In the Change Seat for [Name] dialog, select the New Seat Type (Regular or Pro).
4. Click Confirm Change. The change takes effect immediately with prorated billing.

The user does not need to do anything on their end — the new plan is active in Follow Up Boss immediately.

Note: if a billing operation is already in progress on your account (for example, you just added seats), the system may return a brief "retry in 5 seconds" message. This is a concurrency lock — just wait a moment and try again.

Deactivating a user (removing access)

1. Go to Team Members, find the user.
2. Click the toggle to turn it off.
3. The user's access ends immediately. Their seat is returned to your available pool.

Deactivating a user does not delete their data or conversation history. If you reactivate them later, their account picks up where it left off.

Adding or removing seat inventory

These controls are on the Billing page, not Team Members.

Go to Billing → scroll to Add or Remove Seats:

• Add Regular Seats / Add Pro Seats — increases your seat pool. Prorated charge applied immediately.
• Remove Regular / Remove Pro — decreases your pool. Prorated credit applied to next invoice.

Reduce active users first before removing seat inventory — you can't have more active users than available seats.

Self-pay users

Some agents purchase their own Ace subscription from within Follow Up Boss instead of going through your admin account. These users appear in Team Members with their plan badge, but their toggle is not editable by you.

• You cannot activate, deactivate, or change the plan of a self-pay user from the admin dashboard.
• Self-pay users manage their own billing directly.
• If you need to make changes to a self-pay user's access, contact support@followupace.com.

Common questions

A user says they don't see Ace in Follow Up Boss after I activated them.
First confirm their toggle is on and badge shows ACE or PRO in Team Members. If it does, have them check that the Ace embedded app is enabled in their FUB settings — FUB requires users to enable embedded apps on their end. See the Admin Setup Guide for the FUB embedded-app enable step.

I have seats available but the system won't let me activate a user.
The activation check requires an active Stripe subscription, not just seat credits in Firestore. If your subscription has lapsed, the system will ask you to subscribe before assigning users. Go to Billing to verify your subscription status.

Can I assign a specific seat type (Regular vs. Pro) when activating a user?
The default activation assigns a Regular seat. To give a user a Pro seat, activate them first, then use Change Seat to switch to Pro.

Do I have to send the welcome email manually?
Yes — the welcome email is not sent automatically on activation. Use the Send Welcome Email action after activating each user so they know their access is live and where to find Ace in Follow Up Boss.

My FUB users aren't appearing in Team Members.
FUB users sync automatically after FUB OAuth is connected. If users are still missing, go to Account Setup and confirm the OAuth connection is active, then wait a few minutes for the sync to complete. If the issue persists, contact support@followupace.com.

Need help?

Email support@followupace.com or use the Help & Support link in your admin dashboard sidebar.