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Unknown Item error causing campaign processes to fail

Campaign Builder

Issue Number: 1819188

Issue Status: In Queue

Date Reported:
10/10/2019

Summary:
We are currently investigating the reason some campaign processes fail to run, and Unknown Item appears in a contact's recent campaign history. Initial research is leading us to believe this sometimes occurs when updates are being deployed. The campaign will run a backend check during the deployment and think there is a problem, so the campaign will mark itself as broken. While the campaign is in a broken state, some processes fail to run.

Alternative Solution:
Republishing the campaign will clear the error, return the campaign to a non broken state, and processes will begin running again. This has been confirmed during testing.

Product Line: Infusionsoft

Some email links are not counting clicks in reporting

Campaign Builder

Issue Number: 1833686

Issue Status: In Queue

Date Reported:
10/24/2019

Summary:
December 18th 1:07 PM MST Our developers are working to improve email reporting in multiple areas. This defect is included in that project. October 25th 7:10 AM MST We have identified the root cause. This is not a system-wide issue. This is occurring to some links in some campaign emails which use the modern email builder. We are currently working to find the impacted applications, and emails within those applications. October 24th 2019 8:15 AM MST We have received reports that some email links are not counting clicks in campaign and broadcast reporting. Initial research is showing campaign emails are more likely to be impacted.

Alternative Solution:
Editing the email which is impacted, and waiting for it autosave your changes, will allow the system to re-render the email and correct the cause of links not reporting.

Product Line: Infusionsoft & Keap

Quick Search intermittent issues

Issue Number: 1842189

Date Reported:
10/31/2019

Summary:
Update: November 20th, 9:00 AM MST We are currently investigating some intermittent issues with quick search. Updates will be provided here as we collect more information. Update:: November 13 2019 9:00 AM MST Services have been restored. November 13 2019 7:56 AM MST We've identified latency with quick search functionality this morning. Our team is working to restart some services. Quick search may be down for a short period of time while these services are restarted and/or results may be inaccurate until quick search is fully restored. October 31 2019 5:34PM MST Quick Search functionality can temporarily return an error message or even state the search is not functioning in some applications. As we have been growing in the number of active customers using our platform, the way we originally implemented quick search hit its technical limit and started to experience degraded performance and service outages. In order to continue to scale our search capabilities to meet current and future needs, we pulled together a team of engineers to address this scaling problem. While we have identified and fixed many of the issues causing complete search service outages, we are still analyzing and working on solutions for degraded service around the speed of both indexing new contact records and searching for them. We appreciate your patience in this matter.

Product Line: Infusionsoft & Keap

New order date fields in an order search are causing reporting issues

E-Commerce

Issue Number: 1837781

Issue Status: Final Testing

Date Reported:
10/28/2019

Summary:
January 7th 2020 10:14 AM MST We are still expecting to deploy a fix for this issue this month. November 26th 2019 11:51 AM MST A fix has been developed and is being tested. Resolution date expected: January 2020 November 19th 2019 8:32 AM MST We're planning to remove the "Order Date" field which is located under the Search tab. This field is the source of the problem and did not exist prior to August 2019. October 30th 2019 5:43 AM MST We have identified the cause and are researching the best way to correct this issue. October 28th 2019 1:57 PM MST We've began hearing reports of some saved order searches showing incorrect information and we've identified the cause as the new order date fields displayed within the search tab. This date field defaults to month-to-date. We will post more updates when they become available.

Product Line: Infusionsoft

Uploading an image or File button is unclickable

Admin

Issue Number: 1862841

Issue Status: In Development

Date Reported:
11/19/2019

Summary:
12/27/19 3:00pm MST : Development team is still working on the fix. Updates will be posted here when they become available. November 19, 2019 12:00 PM MST We have identified an issue relating to adding images and files into Drag and Drop templates (classic email builders and web forms). When editing within these builders, the 'Add New Image' and 'Add New File' buttons are not clickable. This prevents the upload of new images and files directly from the builder. We are researching a solution.

Alternative Solution:
New images and files can still be uploaded to the Files section of applications. This is found by hovering over the house icon in the upper right corner of the app. Then click on Files. On this page, upload images you wish to use under the 'Company Images' tab and upload files under the 'Company Files' tab. Once your files are uploaded here, they can be selected from the dropdown lists of Image and File snippets in drag and drop builders.

Product Line: Infusionsoft

Importing contacts and tags in the same CSV file causes duplicate tags in Keap

Admin

Issue Number: 1856552

Issue Status: Support Researching

Date Reported:
11/13/2019

Summary:
January 7th 2020 10:18 AM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. November 13th 2019 3:45 PM MST When importing contacts with tags in Keap, tags with the same name are created multiple times during the import process. We are currently investigating the cause of this issue.

Alternative Solution:
If the contacts in the CSV file will have the same tag, then instead of adding tags into the file, you can apply tags using an action. That action can be setup on the "One last thing..." page of the import process.

Product Line: Keap

Keap: Non-Admin Users Are Unable to Create or Access Advanced Email Broadcasts

Issue Number: 1883471

Issue Status: Support Researching

Date Reported:
12/06/2019

Summary:
In Keap applications: all roles except for the Admin role are unable to send Advanced Email Broadcasts or access drafts built using the advanced email builder.

Alternative Solution:
Request that an Admin User change your role to Admin for the time-being, or alternatively, you can create a Campaign to send the email

Product Line: Keap

Some users are not seeing the 'Grant Access' button on the support access page

Issue Number: 1889893

Issue Status: Development

Date Reported:
12/11/2019

Summary:
December 30th 2019 3:27 PM MST This issue is continuing to occur. Our developers have identified this issue occurs when "j_spring_cas_security_check" is displayed within the URL of your address bar. Following the workaround below should allow you to grant access while we continue to work on a long-term solution. December 18th 2019 1:20 PM MST This issue has been resolved for most applications. We are hearing a small number of reports. Some can be resolved by using an Incognito browser window or clearing cache and cookies. Since we are receiving reports our developers are continuing to troubleshoot this issue. December 14th 2019 10:46 PM MST We have implemented this feature into all applications. All applications should have the button to grant access to Keap Customer Support teams. December 12th 2019 9:21 AM MST Our developers have identified the cause of this issue and are working to resolve this as soon as possible. December 11th 2019 1:50 PM MST We have received a few reports that users do not see the 'Grant Access' button when they are attempting to give Customer Support authorization to access their application for troubleshooting purposes. We are currently investigating this issue.

Alternative Solution:
If you do not see the button to grant access to support please follow these steps: 1. Log out. 2. Click the Sign In Again button. 3. Log back in. 4. Go to the Support Access page.

Product Line: Infusionsoft & Keap

Appointments are not sending a confirmation email to the user or contact

CRM

Issue Number: 1870821

Issue Status: Support Researching

Date Reported:
11/26/2019

Summary:
November 26th 2019 9:13AM MST After scheduling an appointment using a booking link, a confirmation email is not being sent to the contact, nor to the user. We are currently investigating the cause of this issue.

Product Line: Keap

Sao Paulo time zone is set at GMT -02:00 when it should be -03:00

Admin

Issue Number: 1903352

Issue Status: In Progress

Date Reported:
12/26/2019

Summary:
January 14th 2020 10:07 AM MST We are continuing work on this issue. December 26th 2019 8:07 AM MST When a time zone in the app is set to Sao Paulo, the app is displaying the wrong time and processes are functioning at the wrong time. Sao Paulo should be set to -03:00. We are currently working to resolve this issue.

Alternative Solution:
Users can choose a different time zone which uses -03:00.

Product Line: Infusionsoft & Keap

Authorize.net using 3d secure is not receiving the 3d secure approve message

E-Commerce

Issue Number: 1903748

Issue Status: Support Researching

Date Reported:
12/26/2019

Summary:
Authorize.net using 3d secure isn't approving charges. When a order is placed the transactions goes into a pending state until 3d secure approves it. When they approve it Infusionsoft isn't receiving the message to record the payment.

Alternative Solution:
When the order is approved in Authorize.net, you can then record a manual payment in infusionsoft so reporting stays accurate.

Product Line: Infusionsoft

End time on A/B test emails are always in Eastern time zone

Broadcast

Issue Number: 1826478

Issue Status: Support Researching

Date Reported:
10/17/2019

Summary:
January 2nd 2020 4:53 PM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. October 17th 2019 12:20 PM MST We are currently investigating why the end time on A/B test emails is always in Eastern regardless of user preferences.

Product Line: Infusionsoft & Keap

The Email the invoice to the customer upon successful payment checkbox is not working correctly

E-Commerce

Issue Number: 1845414

Issue Status: Final Testing

Date Reported:
11/04/2019

Summary:
January 7th 2020 10:28 AM MST We are still planning to deploy the fix for this problem soon. December 3rd 2020 10:57 AM MST We are planning to deploy a fix for this issue by the end of January. November 20th 2019 10:16 AM MST Our developers have proposed a solution. We are working the best way to implement this change. November 12th 2019 8:20 AM MST We are continuing to research and test how the checkbox is currently working compare to how the checkbox SHOULD be working. November 4th 2019 10:35 AM MST We are currently investigating the reason the Email the invoice to the customer upon successful payment checkbox, in individual orders, is not overriding the default settings in E-Commerce > Settings > Orders.

Product Line: Infusionsoft & Keap

Invoices display in US date format regardless of app, browser, or operating system settings

E-Commerce

Issue Number: 1863116

Issue Status: Support Researching

Date Reported:
11/19/2019

Summary:
January 2nd 2020 3:45 PM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. November 19th 2019 3:17 PM MST When an invoice is previewed, or sent to a contact, the dates in that invoice are displayed in MM/DD/YYYY even when the application, and the contact's operating system date format and language are set to UK. We are currently investigating this issue.

Product Line: Infusionsoft & Keap

Contacts are being duplicated when using the QuickBooks Online (QBO) Integration

Apps/API

Issue Number: 1867125

Issue Status: Support Researching

Date Reported:
11/22/2019

Summary:
January 3rd 2020 11:55 AM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. November 22nd 2019 2:02 PM MST We are currently investigating the reason some contacts are being duplicated in Keap, when using the Quickbooks Online (QBO) Integration. Initial research and testing is showing this happens most frequently when QBO contacts do not have a first or last name.

Product Line: Keap

Broadcasts are not showing the correct scheduled time on the broadcasts list, or in the individual broadcast report

Broadcast

Issue Number: 1869845

Issue Status: Support Researching

Date Reported:
11/25/2019

Summary:
November 25th 2019 2:23 PM When scheduling a broadcast the time on the broadcasts list and the individual broadcast report do not match, even when the application time zone and the browser time zone do match. We are currently investigating this issue.

Alternative Solution:
Initial testing in Infusionsoft has confirmed that the time displayed on the broadcast list is always in Eastern time zone, and the times displayed in the individual broadcast report used the time zone selected in Admin > Settings.

Product Line: Infusionsoft & Keap

Add contacts button in campaign builder is re-adding contacts when specific conditions are met

Campaign Builder

Issue Number: 1872761

Issue Status: In Progress

Date Reported:
11/27/2019

Summary:
January 9th 2020 3:27 PM MST We have identified the cause of this issue and are working on a solution. December 31st 2019 10:34 AM MST Our developers are continuing to test to uncover the cause of this issue. November 27th 2019 2:34 PM MST We are currently investigating why contacts are being re-added to a campaign via the Add Contacts button when the below conditions are met: - When a campaign has a tag goal as an entry goal, - and contacts are queued in a sequence following that tag goal, - and that tag goal is modified and published, - and the add contacts button is clicked The contacts which are queued in the sequence following the goal will achieve the tag goal and restart the sequence.

Product Line: Infusionsoft & Keap

Credit card update form is cut off at the top

E-Commerce

Issue Number: 1883740

Issue Status: In Development

Date Reported:
12/06/2019

Summary:
January 1st 2020 11:00 PM MST Our developers have determined the cause and are testing a fix. December 6th 2019 2:39 PM MST We have heard reports and confirmed that the credit card update form (accessed by a credit card update link in billing automation) is cut off at the top. The form should still function, but the logo will be partially missing.

Product Line: Infusionsoft

Spam checker sporadically not working and showing "For some reason, we couldn't check your email content"

Broadcast

Issue Number: 1883856

Issue Status: Support Researching

Date Reported:
12/06/2019

Summary:
January 2nd 2020 3:47 PM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. December 6th 2019 4:08 PM MST We are currently investigating the reason the spam checker tool, in the modern email builder, is sporadically not working.

Product Line: Infusionsoft & Keap

Opt out numbers are not displaying in Campaign Report

Campaign Builder

Issue Number: 1895656

Issue Status: Support Researching

Date Reported:
12/16/2019

Summary:
January 7th 2020 1:55 PM MST We have developed a fix and have released this fix to some applications to ensure it is working correctly. If no issues arise we plan on releasing this fix to all applications later this week. The fix will not retroactively change opt-out numbers on previously sent emails, but moving forward opt-outs should report correctly. December 18th 1:07 PM MST Our developers are working to improve email reporting in multiple areas. This defect is included in that project. December 14th 2019 6:04 PM MST We have identified, and are currently working to resolve an issue where campaign builder is showing 0 opt-outs when there are opt-outs present.

Product Line: Infusionsoft & Keap

Contacts are sometimes not removed from a campaign when a exit goal is achieved and a decision diamond is present

Campaign Builder

Issue Number: 1897926

Issue Status: Support Researching

Date Reported:
12/18/2019

Summary:
December 23rd 2019 2:20 PM MST We are in the process of developing a fix for this issue. December 18th 2019 3:09 PM MST We have heard a report and confirmed a defect with campaign builder, when a contact is inside a sequence prior to a decision diamond and achieves an exit goal. We've tested multiple related scenarios, with hundreds of contacts and this is only possible with a specific campaign setup. See below: If: - a contact is inside a sequence before a decision diamond - and a goal to remove the contact from the campaign is placed after the decision diamond - and a tag applied process runs to apply a stop tag - and a stop goal is triggered to stop the campaign - the contact is sometimes removed from the timer and placed into a sequence after the decision diamond, instead of stopping the campaign

Product Line: Infusionsoft & Keap

When a user created tag is added to the smart list category, that tag is deleted by the system

CRM

Issue Number: 1906531

Issue Status: Support Researching

Date Reported:
12/30/2019

Summary:
January 14th 2020 10:08 AM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. December 30th 2019 1:12 PM MST Tags which are added to the smart lists category, except duplicate contacts, email typos, and clean list, are being deleted by the system. Initial investigation is showing the deletion occurs when a back end process to sync smart lists is ran. We are currently investigating this issue.

Product Line: Infusionsoft & Keap

Non admin user import error in keap

CRM

Issue Number: 1909231

Date Reported:
01/02/2020

Summary:
1/2/2020 2:40pm MST Non admin user import error in keap. This is related to permissions. Non-admin users be default do not have permission to import. But when a non admin user tries to import an error about file format is thrown. This message is incorrect. It should say you do not have permission to import.

Alternative Solution:
An Admin user can process the import or an Admin user will need to switch permission to allow non-admin user to process the import.

Product Line: Keap

Email Open Goal will not show emails as selected and will not trigger until reconfigured and republished again

Issue Number: 1911997

Issue Status: Support Researching

Date Reported:
01/06/2020

Estimated Resolution Date: 1/27/2020

Summary:
1/6/2020 6:12 AM: We have identified an issue where the Email Open goal in campaign builder does not reflect the selected emails after its initial publish. We have verified that the goal will not operate correctly until republished. We have escalated the issue to our developers

Alternative Solution:
After initially publishing the email open goal, you will need to reopen the goal, reselect the emails you would like it to be triggered by, and republish - this will correct the issue for the goal in question.

Product Line: Infusionsoft & Keap

KEAP: recurring payments are not charging because the card is being set to invalid

E-Commerce

Issue Number: 1881945

Issue Status: Support Researching

Date Reported:
12/05/2019

Summary:
January 9, 2020 1:00 PM MST Our engineers have identified the cause of this issue and are working on a fix. December 5, 2019 We are investigating reports of some recurring payments failing to run within Keap applications. More details will be posted as they become available.

Alternative Solution:
To collect payment on these orders, the credit card information will need to be entered and processed as a manual payment.

Product Line: Keap

Some contacts are seeing a privacy message when clicking email links

Broadcast

Issue Number: 1921120

Issue Status: In Progress

Date Reported:
01/14/2020

Estimated Resolution Date: 2/4/2020

Summary:
January 15th 2020 1:52 PM MST Google has reached out and recommended contacts should update their browser versions to ensure support for TLS 1.2. If you're experiencing this issue in your app, and have examples, please contact us via phone or chat with the contact's: 1) Browser 2) Browser version 3) Actual message in the body of the Privacy Warning. Usually prefixed with ‘ERR_’ 4) A screenshot of the certificate details (In the browser click on the lock at the start of the address bar - Certificate - Details ) 5) The location of the contact January 14th 2020 2:00 PM MST Investigation and feedback from Google indicate this is an issue with the appspot domain used by the tracking link and hosted email service. Anyone with a Google AppEngine Service gets an appspot domain and this has caused orgs to block this domain in the past. E.g. The House of Representatives did this in 2016. To resolve this issue we are going to implement the ‘hosted-email’ and ‘tracking-link’ Services use a custom domain registered to only Keap. This will ensure: 1) Keap’s reputation is not negatively impacted by others 2) Contacts with higher security settings on their browsers do not get blocked by our customers links to their sites January 14th 2020 9:00 AM MST Some email recipients are experiencing a "Your connection may not be private" message when clicking links in emails. This is a Google service we use and a support ticket with Google has been raised and we are continuing to investigate. This does not affect all customers.

Product Line: Infusionsoft & Keap

Some failed PayPal Commerce payments are not being counted against the max retries

E-Commerce

Issue Number: 1921351

Issue Status: Support Researching

Date Reported:
01/14/2020

Estimated Resolution Date: 2/4/2020

Summary:
January 14th 2020 11:29 AM MST Some failed payments attempted via PayPal Commerce are not being counted against the retries, so the orders continue to attempt to charge. We are currently looking into this issue.

Product Line: Infusionsoft & Keap

Turn off required country code phone validation on Landing pages

Campaign Builder

Issue Number: 1922674

Issue Status: Support Researching

Date Reported:
01/15/2020

Estimated Resolution Date: 2/5/2020

Summary:
1/15/20 11:00am MST Discovered that phone number country code validation is causing issues when entering a non-US number. The field will auto-configure a US number but requires other country numbers to contain their country code.

Alternative Solution:
You can capture the phone number in a custom field or just make sure the country code is entered if the phone number is not a US phone number by using the Placeholder text option under the phone field to enter country code.

Product Line: Infusionsoft & Keap

Broadcasts in Keap show "sent on" date as the date the broadcast was created, rather than sent, when viewed in Keap's broadcast section

Broadcast

Issue Number: 1922902

Date Reported:
01/15/2020

Summary:
January 15, 2020: We have verified an issue where the "Sent on" date in Keap's Broadcast section displays the date that the broadcast was started, instead of the date that the broadcast was actually sent out.

Alternative Solution:
Clicking into the broadcast report from the "Broadcast" section of Keap will show the correct "start" and "stop" times for the broadcast

Product Line: Keap

Save to device button on Infusionsoft Mobile causing a blank screen on iOS devices

Apps/API

Issue Number: 1923076

Issue Status: Support Researching

Date Reported:
01/15/2020

Estimated Resolution Date: 2/5/2020

Summary:
January 15th 2020 3:33 PM MST When using an iOS device, adding contacts via Infusionsoft Mobile and clicking Save to device causes the screen to go blank. We are are currently looking into this issue.

Product Line: Infusionsoft

Contacts fail to exit a campaign sequence after every sequence action has been manually run or cancelled from the contact record's "campaign" tab

Issue Number: 1924274

Date Reported:
01/16/2020

Summary:
January 16, 2020: Users have experienced difficulty manually testing sequences due to an issue where contacts are not marked as "done" with a sequence after all sequence actions have been manually run or cancelled from the contact record. We have escalated this to our product team for review.

Alternative Solution:
Users can manually cancel the given campaign sequence and start the contact in the next sequence of the campaign. This will allow the new campaign elements to appear under the "upcoming campaign items" section.

Product Line: Infusionsoft & Keap

The Landing Page 'Undo' button fails to display reverted changes upon clicking and may remove entire sections or rows after repeated clicks

Campaign Builder

Issue Number: 1928695

Date Reported:
01/21/2020

Summary:
January 21, 2020: We have identified an issue where the 'undo' button on the landing page does not immediately display the changes that were made to the landing page. This can cause users to click the undo button multiple times which may result in landing page sections being removed.

Product Line: Infusionsoft & Keap

Infinite scrolling on saved contact lists in Keap is not loading all contacts

CRM

Issue Number: 1929166

Issue Status: Support Researching

Date Reported:
01/21/2020

Estimated Resolution Date: 2/11/2020

Summary:
January 21st 2020 10:59 AM MST In Keap, continuing to scroll down on a large saved contact list, does not display all contacts in the list. Eventually, the loading icon will become stuck, or the list will continually load the same contacts. We are looking into this issue.

Product Line: Keap

Legacy emails which use OptOut merge fields are showing two unsubscribe links

Marketing

Issue Number: 1925892

Issue Status: In Progress

Date Reported:
01/17/2020

Estimated Resolution Date: 2/7/2020

Summary:
January 17th 2020 4:55 PM MST Emails which use OptOut merge fields, such as the Default Double Opt-in Email in Marketing > Templates, are showing two unsubscribe links in the builder and when they are received by a contact. We are currently working on this issue.

Product Line: Infusionsoft

"Payment Reference" dropdown field on recurring payment screen pulls up a keyboard instead of displaying options when accessed on iPhone

Issue Number: 1930259

Date Reported:
01/22/2020

Summary:
January 22. 2020: We have identified a issue where users are unable to create new recurring payments on iPhone devices due to the "Payment Reference" field not being selectable in some cases. We have escalated this issue to our developers

Alternative Solution:
The creation of new recurring payments may still be completed from a desktop, laptop, or other non-iPhone device.

Product Line: Keap

Some Apps: Some synced emails from outlook are showing up blank in Infusionsoft

CRM

Issue Number: 1881782

Issue Status: Support Researching

Date Reported:
12/05/2019

Summary:
It is being reported that some emails being synced into Infusionsoft using Microsoft Email Sync (Outlook) are appearing blank when trying to view them within Infusionsoft. We are currently investigating this issue and will post updates once more information is available.

Alternative Solution:
No current work around at this time.

Product Line: Infusionsoft

Users are unable to select English state/province names as default in Landing Page address fields when they are paired with additional language state/province names

Issue Number: 1930913

Date Reported:
01/23/2020

Summary:
January 23, 20202: Users have reported an issue where default state or provinces are displaying as the non-English variant of the name when both are available, regardless of which name is selected. We have escalated the issue up to our developers

Alternative Solution:
Customers can change the selection when filling out the form, or the default state/province option can be skipped. In order to prevent rogue selections, we recommend skipping the default selection and allowing customers to select the state/province as they fill out the form.

Product Line: Infusionsoft & Keap

Some Apps: Checkout Button not working when selecting PayPal to checkout in Shopping Cart and Order Forms

Issue Number: 1927916

Issue Status: Support Researching

Date Reported:
01/20/2020

Estimated Resolution Date: 2/10/2020

Summary:
Checkout Button performs no functions when PayPal is selected and you click it.

Alternative Solution:
We believe this is only affecting customers who have PayPal Express checkout enabled, and who were using an older Cart or Order form Theme. If you create a new Theme and apply it to your Order Form or Shopping Cart, it should allow the PayPal button to process orders for you.

Product Line: Infusionsoft

Quote status goal for sent does not work in Keap

E-Commerce

Issue Number: 1931056

Issue Status: Support Researching

Date Reported:
01/23/2020

Estimated Resolution Date: 2/13/2020

Summary:
January 23rd 2020 9:58 AM MST When a quote status goal is configured to trigger on sent, and a quote is sent in Keap, the goal is not achieved. Initial investigation has identified a potential cause. We are looking into this further.

Product Line: Keap

Submit button is not present for pay later on quotes

E-Commerce

Issue Number: 1931418

Issue Status: Support Researching

Date Reported:
01/23/2020

Estimated Resolution Date: 2/13/2020

Summary:
There is not a submit button present for the I will pay later option on quotes.

Alternative Solution:
Currently there is not a workaround.

Product Line: Infusionsoft

Smart Forms without Email or Phone fields will delete values when submitted on an existing contact

Campaign Builder

Issue Number: 1931837

Issue Status: Support Researching

Date Reported:
01/24/2020

Estimated Resolution Date: 2/14/2020

Summary:
If a smart form does not have the email and phone fields on them and the form is submitted from the contact record the values will be deleted.

Alternative Solution:
Add the email and phone fields to the smart forms to make sure data is maintained. With the fields present the data will auto populate when filled out on a contact record.

Product Line: Keap

Exports for large numbers of contacts are failing when the export action is uesed from the contact list in Keap

CRM

Issue Number: 1768023

Issue Status: In Progress

Date Reported:
08/30/2019

Estimated Resolution Date: 9/20/2019

Summary:
January 24, 2020: Our developers are working to optimize the export process to prevent the occasional appearance of this issue. September 20, 2019: When running exports for 10,000 contacts and above, some apps are seeing the export fail part-way through the process with on-screen notification. We have verified the issue and raised it to our developers.

Product Line: Keap

Unable to view or search complete lists of companies in Keap if the number of companies exceeds 1000 records

Issue Number: 1825381

Issue Status: In Queue

Date Reported:
10/16/2019

Estimated Resolution Date: 11/6/2019

Summary:
January 24, 2020: Our developers are continuing to look into this issue. November 6, 2019: We have identified an issue where Keap users with large numbers of companies are seeing an issue where the company dropdown only populates the first 1000 records and gives no way to view or connect contacts to companies beyond that limit

Product Line: Keap

Weather Widget Inconsistencies

CRM

Issue Number: 1847128

Issue Status: Final Testing

Date Reported:
11/05/2019

Summary:
January 3, 2020 We are currently testing a fix for this issue. November 5, 2019 We are investigating reports of the weather feature within contact records inconsistently producing results. Updates will be posted as they become available.

Product Line: Infusionsoft

Contact task reminder field doesnt Remind the user of the task

CRM

Issue Number: 1847419

Issue Status: Final Testing

Date Reported:
11/05/2019

Summary:
12/27/19 3:00pm MST : The development team is still looking into this issue. Updates will be posted here as they become available. Issue found within Keap applications: Contact tasks that have been set to remind the user are not reminding the user.

Product Line: Keap

WordPress - Infusionsoft landing pages - Thank you pages if directing to a thank you page that isnt a WP page or another Landing page will fail loading

Campaign Builder

Issue Number: 1857312

Issue Status: Support Researching

Date Reported:
11/14/2019

Summary:
Wordpress Landing pages redirecting to an external page are producing an error in the console for "Refused to display XYZ in a frame because it set 'X-Frame-Options' to 'sameorigin'." Update: 12/27/19 3:00pm : The Development team is still working on this issue. Updates will be posted here as they come available.

Alternative Solution:
To have Thank You pages display, use another landing page as the thank you page of the first. Alternatively, use a WordPress page as the landing page's thank you page. Both of these options will display the page appropriately when masked via WordPress.

Product Line: Infusionsoft

Email Broadcast Report Opens/Clicks/Delivered Numbers Discrepancies

Issue Number: 1672927

Issue Status: In Development

Date Reported:
06/11/2019

Summary:
Some Email Broadcasts are experiencing a reporting issue where the numbers displayed for delivered/opens/clicks/etc in the Email Broadcast Report does not always match the number of results shown in the Email Batch Results Report when you click the relevant number.

Product Line: Infusionsoft

Opportunity records not displaying tags for company records

Issue Number: 1887130

Date Reported:
12/09/2019

Estimated Resolution Date: 1/20/2020

Summary:
December 9, 2019 3:30 PM MST We have identified an issue with opportunities linked to company records. When viewing the "Tags" tab of opportunity records linked to company records, the company's tags are not displaying Our developers are currently researching the cause. Updated will be posted as they beome available.

Product Line: Infusionsoft

Landing Page submission details display field IDs instead of the label of the field

Issue Number: 1895613

Issue Status: In Queue

Date Reported:
12/16/2019

Summary:
December 16, 2019 2:00 PM MST When viewing the landing page submission from within a contact record, instead of displaying the name of the field the app displays field IDs for custom fields and virtual fields We are currently investigating the cause of this issue. Updates will be provided as they become available.

Product Line: Infusionsoft

User experience improvements needed on the Payment Types page when PayPal Commerce is used

E-Commerce Setup

Issue Number: 1898722

Issue Status: Support Researching

Date Reported:
12/19/2019

Estimated Resolution Date: 1/30/2020

Summary:
January 7th 2020 11:18 AM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. December 19th 2019 11:31 AM MST Our developers have done some initial investigating. The good news is Keap Payments can be set as the default processor while using PayPal Commerce. Users will need to ensure the Use PayPal Commerce checkbox is not selected in E-Commerce Setup > Payment Types > PayPal. This will ensure Keap Payments processes credit cards, and PayPal can be used via the Smart Payment Buttons. December 19th 2019 10:52 AM MST We have heard reports of when a user checks "Use as default credit card processor" for Keap Payments, the selection reverts to PayPal Commerce when saving the page. We've confirmed this issue only occurs when PayPal Commerce is used. Our developers are investigating the cause of this issue.

Alternative Solution:
Users will need to ensure the Use PayPal Commerce checkbox is not selected in E-Commerce Setup > Payment Types > PayPal. This will ensure Keap Payments processes credit cards, and PayPal can be used via the Smart Payment Buttons

Product Line: Infusionsoft

Contact's form submissions only showing 25 when clicking view all

CRM

Issue Number: 1811055

Issue Status: In Progress

Date Reported:
10/03/2019

Summary:
January 10th 2020 11:52 AM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. December 20th 2019 12:54 AM MST We are continuing to test and make updates. December 3rd 2019 3:42 AM MST After testing we discovered some formatting changes will be needed. We are working on those changes. November 25th 2019 9:57 PM MST Our developers have created this new feature and are testing. October 30th 2019 6:46 AM MST Our developers have identified the cause of this issue, Immediately loading all form submissions will impact page loading speed, and server performance issues. We are working on designing a feature that will show all form submissions within the contact record, and paginate the results. October 3rd 2019 12:19 PM MST We are currently investigating why when clicking the view all button within the form submissions area of a contact record, the page only displays 25 results when more results exist.

Product Line: Infusionsoft

Internal forms and webforms sometimes don't display fields in the editor

Campaign Builder

Issue Number: 1830859

Issue Status: Development

Date Reported:
10/22/2019

Summary:
January 3rd 2020 11:44 AM MST This issue remains to be sporadic and rare. Our developers have been able to replicate this problem and are continuing to research and test. November 7th 2019 7:51 AM MST Our developers are continuing to investigate the cause of this issue. October 22nd 2019 7:40 AM MST We are currently investigating the reason form fields are sometimes not displaying when opening a webform, or internal form, in campaign builder.

Alternative Solution:
Hovering your mouse over the area where form fields should appear, or selecting the Actions dropdown are ways to force the page to load the fields.

Product Line: Infusionsoft & Keap

ClientLogin page displaying CSRF error

E-Commerce

Issue Number: 1858951

Issue Status: Final Testing

Date Reported:
11/15/2019

Summary:
January 7th 2020 11:28 AM MST We are still expecting to deploy a fix for this issue soon. December 19th 2019 10:42 AM MST We have identified the cause and developed a fix for this issue. The fix is currently waiting to be deployed to all applications. November 15th 2019 1:25PM MST We are currently investigating why a cross-site referencing error displays when attempting to log into appname.infusionsoft.com/ClientLogin/login.jsp

Product Line: Infusionsoft

In Keap, orders created via campaign builder show as Draft instead of Sent

Campaign Builder

Issue Number: 1877419

Issue Status: Support Researching

Date Reported:
12/02/2019

Summary:
January 3rd 2020 11:57 AM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. December 2nd 2019 10:52 AM MST When an order is created via a campaign in Keap the order on the contact record shows as draft, even though an email was sent to the contact. We are currently investigating this issue.

Product Line: Keap

Automation links page shows hidden links when it shouldn't

Marketing

Issue Number: 1879574

Issue Status: In Development

Date Reported:
12/03/2019

Summary:
December 11th 2019 2:01 PM MST We have created a fix for this and are testing to confirm it works correctly. December 5th 2019 2:34 PM MST Our developers have identified the cause of this issue. December 3rd 2019 4:18 PM MST We have heard some reports regarding the number of links increasing in Marketing > Settings > Automation Links. We found this increase is caused by system generated automation links are now displaying on that page. Previously they were hidden. We are currently investigating the cause of this issue.

Product Line: Infusionsoft

Quickbooks Online and Keap are not syncing

Apps/API

Issue Number: 1904605

Issue Status: Support Researching

Date Reported:
12/27/2019

Estimated Resolution Date: 2/7/2020

Summary:
The connection says it has successfully synced but it really didn't sync.

Product Line: Keap

API Retrieve contact endpoint and Create contact Endpoint not consistent

Apps/API

Issue Number: 1865589

Issue Status: In Queue

Date Reported:
11/21/2019

Summary:
12/27/19 3:00pm MST: The development team is still reviewing this issue. Updates will be posted here when they become available. API Retrieve contact endpoint and Create contact Endpoint not consistent

Product Line: Infusionsoft

Language and time zone field on a contact shows (invalid) when the value is set by an action set

Marketing

Issue Number: 1904625

Issue Status: Review

Date Reported:
12/27/2019

Estimated Resolution Date: 2/7/2020

Summary:
January 14th 2020 10:07 AM MST We are continuing to work on this issue. December 27th 3:00 PM MST We have identified that when an action set for set field value is used to set the contact's language, the field shows (invalid). We are looking into the cause of this issue.

Product Line: Infusionsoft

When attempting to edit or view the credentials for eWay merchant account type in app, an error is produced.

E-Commerce

Issue Number: 1857652

Issue Status: In Queue

Date Reported:
11/14/2019

Summary:
12/27/19 3:00pm MST : Development team is still looking into the root cause of this issue. Updates will be posted here as they become available. When attempting to edit your eWay merchant account there is an error thrown. If anyone is trying to process a payment using the eWay merchant account a "login error" will be thrown. We are looking into the root cause of this. But we can fix these in a one off basis. Please reach out to support to have this resolved if you are experiencing this error.

Alternative Solution:
If you get an error trying to access the payment types or trying to process a payment with the eWay merchant please reach out to support. We can fix these in a one off basis until the root problem is found and resolved.

Product Line: Infusionsoft

Rogue Decision Diamonds

Campaign Builder

Issue Number: 1855834

Issue Status: In Queue

Date Reported:
11/13/2019

Summary:
By Rogue Decision diamonds we mean diamonds that are by themselves. No sequence attached to them. This shouldn't be possible but we are getting reports of this popping up and are looking into the cause. Updates will be posted here. If you see this it is very possible that the other diamonds found in the same campaign will not function. So if you see a rogue diamond please reach out to support so we can record this and remove the rogue.

Alternative Solution:
Please reach out to support so we can record the instance and remove the rogue diamond.

Product Line: Infusionsoft

Campaign Reporting widget displaying different numbers that campaign reporting

Main Nav

Issue Number: 1849695

Issue Status: In Queue

Date Reported:
11/07/2019

Summary:
12/27/19 3:00pm MST : The development team is still looking into these reports to optimize all of them. Updates will be posted here as they become available. Campaign Reporting widget displaying different numbers that campaign reporting

Product Line: Infusionsoft

When a contact is sent an email to a custom email field and the email links to a URL which merges in contact details, the contact's information is not merged into the URL

Campaign Builder

Issue Number: 1897994

Issue Status: Support Researching

Date Reported:
12/18/2019

Estimated Resolution Date: 1/29/2020

Summary:
This is a very specific situation. Here is an example: Contact A has "Email A" in the email 1 field. Contact A has "Email B" in a Custom Email Field. In a Campaign > Sequence > Email set to go to Custom Email Field. In the email is a link which directs to "Website.com?contactid=~Contact.Id~". Contact is dropped into the campaign, Email is sent to the custom email field. From the email client click on the link. See the contact id merge field displays as "contactId=0". This only seems to happen with "Link merge fields" and "email being sent to the custom email field". If you send the email to "Email 2" or "Email 3" it functions normally. If you put the contact id merge field in the body of the email and send it to the custom email field it also displays the correct contact id. Updates will be posted here once they become available.

Product Line: Infusionsoft

Some recurring orders in apps toggled to Keap will show a complete status when they are not completed

E-Commerce

Issue Number: 1907721

Issue Status: Support Researching

Date Reported:
12/31/2019

Estimated Resolution Date: 2/11/2020

Summary:
January 2nd 2020 9:15 AM MST Our developers have confirmed that there has not been a change to the functionality of subscriptions in Infusionsoft and recurring orders in Keap. So this was not something which was working correctly and stopped. We're working on identifying where changes need to be made to resolve this problem. December 31st 2019 4:35 PM MST If a subscription order in Infusionsoft does not have an end date, and the app is toggled to Keap, the subscription status will show complete, when it is not completed. This should not impact the functionality of the recurring order, but this display issue does cause confusion.

Product Line: Keap

Referral partner commission program shows level 1 as not set within the list of commission programs in CRM > Referral partners

CRM

Issue Number: 1912368

Issue Status: Support Researching

Date Reported:
01/06/2020

Estimated Resolution Date: 2/17/2020

Summary:
referral commission program shows level 1 as not set. seems to be related to how many levels you pay out on. This is just a visual issue. the payouts are still happening and display correctly in the referral partners record. This is just in the commission program section itself it shows as not set.

Alternative Solution:
No workaround needed as this is just a visual issue. But if you want it to show correctly you can go to CRM Settings and change how many levels to payout to 2 instead of 1 and it will show correctly.

Product Line: Infusionsoft

Infusionsoft Mobile App: Error code 604 when trying to upload business cards

Apps/API

Issue Number: 1917396

Issue Status: Support Researching

Date Reported:
01/10/2020

Estimated Resolution Date: 2/21/2020

Summary:
There is currently an error when a business card is scanned to be entered as a contact.

Alternative Solution:
We have seen success for some mobile devices by deleting the Infusionsoft Mobile app and then reinstalling.

Product Line: Infusionsoft

Smart Forms populate date fields with values one day in the past when submitted by devices set to any timezone >UTC +0

Issue Number: 1922314

Issue Status: Support Researching

Date Reported:
01/15/2020

Estimated Resolution Date: 2/26/2020

Summary:
January 15, 2020 7:00 AM: We have identified an issue with smart forms where incorrect dates are being entered into date fields. We have observed the issue manifest as dates appearing one day earlier than they should when smart forms are submitted from a device set to any timezone UTC +1 or greater.

Product Line: Keap

Text area custom field cuts off at 2000 characters

Issue Number: 1924316

Issue Status: Support Researching

Date Reported:
01/16/2020

Estimated Resolution Date: 2/27/2020

Summary:
The Text Area custom field is documented to save up to 65,000 characters but currently only saves the first 2000.

Product Line: Keap

Unable to change the TO email field on invoices in Keap

E-Commerce

Issue Number: 1929972

Issue Status: Support Researching

Date Reported:
01/22/2020

Estimated Resolution Date: 3/4/2020

Summary:
January 22nd 2020 5:11 PM MSTS We have confirmed a change was made which stopped the TO email field from being editable. This change happened when the email which sends invoices was updated. We are looking into the best way to solve this issue. January 22nd 2020 8:25 AM MST When sending an invoice to a contact in Keap, the TO email field is supposed to be editable, per the help center, but it is not editable.We are in the process of confirming if our help article is incorrect, or if there was a change made to the functionality of the TO email field in Keap invoices.

Product Line: Keap

Sending a test invoice in some keap apps are not editable

Issue Number: 1931004

Issue Status: Support Researching

Date Reported:
01/23/2020

Estimated Resolution Date: 3/5/2020

Summary:
Sending a test invoice in some keap apps are not editable. The invoice will display with a blank bill to field and that field is not editable.

Alternative Solution:
If you see a blank test invoice in the money section of Keap. The invoice will come up to edit but have a blank bill to field and that field will be uneditable. Instead click to create an invoice and send that to a test contact as your test.

Product Line: Keap

Submitting Internal form via Quick Add Sets the "Submitted By" to System, Instead of User Who Submitted Form

Issue Number: 1914153

Issue Status: In Progress

Date Reported:
01/07/2020

Estimated Resolution Date: 2/19/2020

Summary:
When you submit an Internal Form via Quick Add, it sets the "Submitted By" for the form to System, when it should set it to the user who submitted the form. The correct "created by" on the contact record is also set when Quick Adding, so this is solely a problem with the "submitted by" for the form submission

Alternative Solution:
Submitting the internal form any other way besides Quick Add works as expected. For instance, via CRM --> Contacts --> Add a Contact.

Product Line: Infusionsoft

Stop Button For Scheduled Actions Does Not Function

Issue Number: 1901957

Issue Status: Internal Review

Date Reported:
12/23/2019

Estimated Resolution Date: 2/3/2020

Summary:
When a mass action starts running, you'll see a progress bar with two buttons -- "Stop" and "Cancel". The "Stop" button doesn't actually stop the action, whereas the "Cancel" button will stop the action immediately. We are working on a fix to rename the "Stop" button to "Run Last", which will allow other actions you've scheduled to run first.

Alternative Solution:
Press the "Cancel" button to halt the action from continuing to run

Product Line: Infusionsoft

Task/appointment due date does not reflect the time chosen during the task/appointment creation process

CRM

Issue Number: 1931410

Issue Status: Support Researching

Date Reported:
01/23/2020

Estimated Resolution Date: 3/5/2020

Summary:
When creating a task or appointment via contact record, myday, and contact list view the time selected for due day is acting like it is being submited in EST and then is converted to the User timezone. So if you submit at noon and your user is set to MST then the appointment will display 2 hours prior to the time you selected.

Alternative Solution:
If the task/appointment was created via contact record, or myday then open teh task/appointment within the contact record to see the time you expected it to be at. If the campaign was created via the campaign builder the time listed in the contact record will be the time the campaign is set to.

Product Line: Infusionsoft

Click Through Percentage reports do not load in large apps

Marketing

Issue Number: 1497430

Issue Status: Support Researching

Date Reported:
01/21/2019

Summary:
When running Click Through Percentage reports (by contact or by email) in applications with a high volume of contacts and email activity, the report will time out and produce no results. Improvements to reporting performance are being researched to resolve this issue.

Product Line: Infusionsoft

About this page 

This page is an active list of known product or service issues affecting Keap users. Not all issues are necessarily posted here, but we'll do our best effort to update this page in a timely manner.

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Click the title of a known issue to read more details including workarounds if they exist.

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If you have an urgent problem that is not documented here, please call us at 1-866-800-0004 or chat online with our support team. For non-urgent questions, please submit a case online via the Help menu in your app.


Priority

Priority is used to estimate resolution time:

Priority SLA
Critical ASAP
Urgent 3 days
High 3 weeks
Medium 6 weeks
Low 8 weeks