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Some contacts are seeing a privacy message when clicking email links

Broadcast

Issue Number: 1921120

Issue Status: Stage

Date Reported:
01/14/2020

Estimated Resolution Date: 4/29/2020

Summary:
April 2nd 2020 1:43 PM We are still gradually rolling out the new tracking link and will post more updates when they become available. February 21st 2020 8:34 AM MST “The updates to the Google certificates and security updates seemed to have propagated though the Internet. We have completed the work to switch out our Tracking Links Domain from a Google owned one (appspot) to our own domain. We need to build reputation very slowly with the new domain and so over the next 60 days we will gradually roll out the new domain for Link Tracking for all emails. Please submit a report you experience any Malicious link blocks (especially from Office 365) and we will monitor the reputation of the new Link Tracking URL” February 04, 2020 2:30 PM MST: We have been able to narrow down an issue is occurring between the link click and the connection to Google cloud service. Normally, Google cloud would report back to us that the link has been clicked. The reason only "certain apps" are experiencing this is due to several factors, including the "client's" (customer's customer) browser, router, and ISP security certifications, and DNS resolution. An application could be impacted if a client is in any way affected by one of those parts. It is a statistical limitation to say "all apps" when not all clients are reporting it to the app owner and may not have been affected. We recognize the optics of our customer's customer reporting that these links are broken, and how this appears to be an issue with the Keap product. We have not seen a statistical decrease in open/click rates, so although this is extremely worrisome, we believe that the vast majority of recipients are not affected. In order to expedite the resolution, we are gathering any data we can and are escalating those details to Google. January 31, 2020, 1:59 PM MST: Based on our data, we have identified that the error arises between the link click and Google's tracking service which we utilize. Our engineers our working with affected customers and ISPs to continue identifying the root cause and solution to this issue. We will continue to update this known issue as more information is available. Next update by: February 4, 2020 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 use the "Submit Report" to report your issue. 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

"Birthday" and "Anniversary" fields merge in the format YYYY-MM-DD'T'hh:mmTZD instead of a date-only format

Issue Number: 1941197

Issue Status: Stage

Date Reported:
02/05/2020

Estimated Resolution Date: 4/8/2020

Summary:
April 6, 2020 We are currently testing a fix for this issue. February 5, 2020 We have identified an issue where the merge value for birthday and anniversary are appearing in a format that includes Time, even though the field itself does not have a time associated. We have escalated this issue to our developers

Product Line: Infusionsoft & Keap

API Settings disappearing from Admin Settings

Issue Number: 1841235

Issue Status: Support Researching

Date Reported:
10/31/2019

Summary:
February 11, 2020: We are continuing to research this issue and will update this location with further details as they become available. November 21, 2019: We have observed cases where, in some situations, applications experience a temporary disappearance of the API settings from the admin section of the application. This can lead to API calls being rejected until the settings reappear.

Product Line: Infusionsoft

Some applications are still attempting to autocharge PayPal accounts on orders which have been cancelled through PayPal already.

Issue Number: 1948613

Issue Status: In Progress

Date Reported:
02/13/2020

Summary:
Paypal payment plans are attempting to charge after agreement was cancelled.

Product Line: Infusionsoft

UNPROCESSABLE_ENTITY PayPal error when trying to process payment

E-Commerce

Issue Number: 1949430

Issue Status: In Progress

Date Reported:
02/14/2020

Summary:
April 9, 2020 We continue to work on a resolution to this error. We have been able to determine that these errors are typically occurring when credit cards are processed manually on orders through PayPal Commerce. We will post further updates as they become available. Februray 14, 2020 After setting up the new PayPal Commerce, there are some transactions that are declined with the error of UNPROCESSABLE_ENTITY.

Alternative Solution:
Attempt processing a different credit card for the order, or a different merchant account can be attempted as well.

Product Line: Infusionsoft

Some Merge Field Default values fail to populate when merging empty values into marketing emails

Issue Number: 1953040

Issue Status: Support Researching

Date Reported:
02/19/2020

Summary:
February 19, 2020: We have identified an issue where the first name, last name, and phone number default merge field values (such as "friend" for first name) are not populating in campaign and broadcast emails.

Product Line: Infusionsoft

Fields show escaped text in a contact search, and when exporting contacts

CRM

Issue Number: 1954230

Issue Status: Review

Date Reported:
02/20/2020

Summary:
March 25th 2020 1:59 PM MST We have made necessary adjustments and performing more elaborate testing. March 11th 2020 12:27 AM MST A fix has been developed for this issue, but during testing we found it was causing problems with phone number fields. We're working on making some adjustments before we release this fix. February 20th 2020 3:08 PM MST In CRM > Contacts, search results show escaped text (") for First Name, Last Name, Last 4 SSN, and Middle Name fields. If the contact is exported the CSV file contains escaped text for all fields except for website and drop downs.

Product Line: Infusionsoft

Order totals which contain more than 7 digits round the balance due to the 7th digit

E-Commerce

Issue Number: 1955095

Issue Status: Stage

Date Reported:
02/21/2020

Estimated Resolution Date: 4/8/2020

Summary:
April 6, 2020 We are currently testing a fix for this issue. February 21st 2020 11:16 AM MST When an order contains a total that exceeds 7 digits, for example $123,456.71 the balance due rounds to the 7th digit. So an order total of $123,456.71 will show $123,456.70 as the balance due.

Product Line: Infusionsoft

Null value appearing in some contact fields when ContactService.addwithDupCheck is used

Apps/API

Issue Number: 1962510

Issue Status: Support Researching

Date Reported:
02/28/2020

Summary:
February 28th 2020 4:10 PM MST If a ContactService.addwithDupCheck API call is used after a user manually updates a contact, some fields which are not included in the API call are set to null instead of remaining empty.

Product Line: Infusionsoft

Some apps are seeing an error loading content when accessing searches and reports

CRM

Issue Number: 1970536

Issue Status: In Progress

Date Reported:
03/07/2020

Summary:
March 7th 2020 10:33 AM MST We have heard some reports of users seeing "error loading content" when accessing some reports and searches. At this time, the issue appears to only be impacting users accessing areas of the application, and not the functionality of automation.

Alternative Solution:
Some users are reporting this issue resolving itself while others need to contact chat support to have their application reloaded. If you experience this issue and it does not resolve itself, please try clearing your cache and cookies or use a Chrome Incognito window. If that doesn't help you can contact our support team so we can reload your application.

Product Line: Infusionsoft

Some Apps: Unable to login to app

Issue Number: 1980716

Issue Status: Stage

Date Reported:
03/18/2020

Estimated Resolution Date: 4/8/2020

Summary:
April 6, 2020 We are currently testing a fix for this issue. March 18, 2020: Very infrequently users have reported issues where they are unable to access the application for a short amount to time. Our developers are looking into the cause of this, but expect that it will appear very rarely.

Alternative Solution:
Users can reach out to support for assistance regaining access

Product Line: Infusionsoft

Unable to create tasks if a contact owner is deactivated

Issue Number: 1981174

Issue Status: Support Researching

Date Reported:
03/18/2020

Summary:
March 18, 2020 We have identified an issue relating to task creation. If the owner of a contact record is inactive, tasks wil not be able to be created from the contact record and will produce an error. We are investigating this issue and will provide updates as they become available.

Alternative Solution:
When deactivating users, reassign contacts and/or leads to a new user.

Product Line: Infusionsoft

Webforms fail tocapture data or redirect to thank you pages when using HTML versions of the form embedded in an iframe

Issue Number: 1987669

Issue Status: In Queue

Date Reported:
03/24/2020

Estimated Resolution Date: 4/14/2020

Summary:
March 24, 2020: We have identified an issue where Webforms encounter an error screen upon submission instead of redirecting the contact to the form's thank you page when the form is submitted from within an iframe

Alternative Solution:
Using the version of the form hosted on the infusionsoft.com domain will correctly redirect and gather contact data, as will embedding the HTML version of the form in the main body of your webpage, rather than within a frame.

Product Line: Infusionsoft

Web Form does not display in Chrome when using Javascript snippet

Issue Number: 1983601

Issue Status: In Progress

Date Reported:
03/20/2020

Estimated Resolution Date: 4/10/2020

Summary:
March 24, 2020 We have identified an issue when embedding web forms on web pages using the javascript snippet code. Some individuals viewing the page in Google Chrome browsers are not able to see the form. Our developers are currently researching the cause. Updates will be posted as they become available.

Alternative Solution:
Using the styled html code for the form instead of the javascript snippet allows the form to display normally in all browsers.

Product Line: Infusionsoft & Keap

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:
March 25th 2020 1:17 PM MST There are no new updates at this time. February 26th 2020 8:04 AM MST Work is still being done to prepare for this upgrade. We are currently expecting the upgrade to be ready for release in Q2 2020. February 18th 2020 4:45 PM MST Our developers are working on improving responsiveness of this feature with a major upgrade. Once these upgrades take effect this problem should be resolved. January 14th 2020 3:42 PM MST We have identified the cause of this issue to be the responsiveness of the content risk service the spam checker tool uses. 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

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 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

Users are unable to view or select over 1000 tag records in Keap

Issue Number: 1995520

Issue Status: Support Researching

Date Reported:
03/31/2020

Estimated Resolution Date: 4/21/2020

Summary:
March 31, 2020: We have identified an issue where Keap applications do not allow users to access tags they have created in excess of the first 1000

Product Line: Keap

Sales tax not charged when the billing address is in Czech Republic

Issue Number: 1996051

Issue Status: Support Researching

Date Reported:
03/31/2020

Estimated Resolution Date: 4/21/2020

Summary:
Sales tax not charged when the billing address is in Czech Republic

Product Line: Infusionsoft

Voice broadcasts fail to send if the caller Id number uses area code 833

Broadcast

Issue Number: 1999966

Issue Status: Support Researching

Date Reported:
04/03/2020

Summary:
April 3rd 2020 2:00 PM MST If the Caller Id Phone Number in Marketing > Settings > Voice & Fax starts with 833, for example 1 (833) 123-4567, the voice broadcast will fail with an invalid number error. We are reviewing this issue to determine if there is a defect, or if that area code is being blocked.

Product Line: Infusionsoft

Receipts are not sending upon successful payment when the order was created via InvoiceService.createBlankOrder

E-Commerce

Issue Number: 2002209

Issue Status: Support Researching

Date Reported:
04/06/2020

Estimated Resolution Date: 4/27/2020

Summary:
April 6th 2020 3:03 PM MST We have heard a few reports of order receipts are not sending, even though the default setting in E-Commerce > Settings > Orders is set to Yes. After investigating we've determined this is occurring with orders created via the InvoiceService.createBlankOrder method.

Alternative Solution:
The cause of email receipts not sending is from the checkbox for "Email the invoice..." on the order. Although the box appears to be checked when viewing the order, it is not checked on orders created via InvoiceService.createBlankOrder. If a payment has not been made on the order, then re-saving the order will ensure the checkbox is checked, before a payment is applied. If payment has already been applied, then receipts should be sent manually until this issue is resolved.

Product Line: Infusionsoft

SOME APPS: Paypal not charging when using old Cart or order form themes with express checkout

E-Commerce Setup

Issue Number: 2003387

Issue Status: Support Researching

Date Reported:
04/07/2020

Estimated Resolution Date: 4/28/2020

Summary:
Some applications have themes that have not been updated to a newer once since before out last PayPal integration enhancement. If orders are present with payments for PayPal and the notes read Transaction Id null, you will want to update your theme. No money was actually collected and payment will need to be collected is an alternative method.

Alternative Solution:
A new theme will need to be created and this will resolve the issue of contacts not being directed to PayPal. Upgrading to PayPal Commerce will also resolve this issue but you will still want to create a new theme to make sure the PayPal Smart buttons can be used.

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:
March 27th 2020 1:30 PM MST Our recent deployments have resolved the majority of link tracking issues, however we have identified some additional blockers impacting this issue. Our developers continue to work towards a complete resolution. March 3rd 2020 8:15 AM Our developers have created a fix and are currently testing to confirm. January 27th 2020 9:18 AM MST There are no new updates at this time but we are continuing to work on this problem. January 15th 2020 10:34 AM MST We are still working on email reporting and specifically this issue. The root cause identified in October was only one instance of why this may happen. 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

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

E-Commerce

Issue Number: 1903748

Issue Status: Stage

Date Reported:
12/26/2019

Estimated Resolution Date: 4/8/2020

Summary:
4/2/20 8:12am MST The integration with authorize.net doesnt allow for a 3d secure option. this is a setting in authorize.net. When this setting is on transactions will go into a pending status in Keap. and when approved will not be posted to Keap. You as the user will have to manually mark the transaction as paid or disable 3d secure in authorize.net. We are updating the fail message to be more accurate to what happened so you will know what the next steps need to be. 12/2619 4:17pm 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: In Progress

Date Reported:
10/17/2019

Summary:
February 18th 2020 2:43 PM MST We believe we have identified the cause of this problem as some mismatched times in our database. Our developers are continuing to investigate when those times are captured so we can work towards a solution. 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

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: In Queue

Date Reported:
11/25/2019

Summary:
April 1st 2020 3:24 PM MST There are no new updates at this time. March 12th 2020 10:50 AM MST We have created and tested a fix for this specific issue. The underlying cause is related to other issues and changes which are still in progress. Once those are completed we will deploy the fix for this, along with other changes. February 18th 2020 1:59 PM MST Our developers are working to improve email reporting in multiple areas. This defect is included in that project. 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

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: Stage

Date Reported:
12/18/2019

Estimated Resolution Date: 4/8/2020

Summary:
February 19th 2020 7:00 AM MST We have developed more internal logging and have deployed those logs to one of our test environments. This should catch when this issue occurs and point out what is failing to process correctly. January 28th 2020 7:59 AM MST There are no new updates at this time but we are continuing to troubleshoot the cause. January 17th 2020 11:02 AM MST We are continuing to investigate the source of this problem. 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

Quickbooks Online and Keap are not syncing

Apps/API

Issue Number: 1904605

Issue Status: In Queue

Date Reported:
12/27/2019

Summary:
3/30/20 11:30am MST The Development team is still working on the Fix. Keep an eye out here for updates as they become available. 12/27/19 2:30pm MST The connection says it has successfully synced but it really didn't sync.

Product Line: 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

Upload error when trying to scan business cards using the Infusionsoft Mobile app

Apps/API

Issue Number: 1917396

Issue Status: Support Researching

Date Reported:
01/10/2020

Estimated Resolution Date: 1/31/2020

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

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

Summary:
April 3rd 2020 4:16 PM MST We have confirmed the root cause of this issue and have begun developing a fix for it. We're expecting a fix to be developed and be ready for testing next week. Due to this issue being related to unsubscribe links, we will be taking extra steps when testing our changes. This may delay the fix from being deployed as quickly as other issues. April 2nd 2020 4:34 PM MST Our developers have narrowed down the cause of this issue and continuing their testing to trace where the additional unsubscribe link is coming from. April 2nd 2020 1:47 PM MST There are no new updates at this time. 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

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

CRM

Issue Number: 1881782

Issue Status: In Progress

Date Reported:
12/05/2019

Summary:
December 5, 2019 We have received reports 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.

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

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

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: Support Researching

Date Reported:
08/30/2019

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

REST API calls which should return payment_plan details per REST documentation do not return payment_plan details

Issue Number: 1933028

Issue Status: Stage

Date Reported:
01/27/2020

Estimated Resolution Date: 4/8/2020

Summary:
April 6, 2020 We are currently testing a fix for this issue. January 27, 2020: We have identified an issue where some REST calls are not returning complete order-specific details

Product Line: Infusionsoft & Keap

List Unsubscribe status not triggering Opt-out email status automation.

Marketing

Issue Number: 1933955

Issue Status: In Queue

Date Reported:
01/28/2020

Estimated Resolution Date: 4/8/2020

Summary:
April 6, 2020 We are currently testing a fix for this issue. January 28, 2020 We have received a report that when a contact's email status switches to List Unsubscribe, it is not triggering any Email Status Automation set to run when a contact's email status switches to Opt-out. We have confirmed this to be the case and are investigating this.

Alternative Solution:
Customers will need to use the email status search to find anyone in this status and then run actions on them which they would normally be running via Email Status Automation triggers, if they are using them.

Product Line: Infusionsoft

Order Form Thank You Page Attachment Snippet Throws Broken Link Error

E-Commerce

Issue Number: 1882296

Issue Status: In Progress

Date Reported:
12/05/2019

Summary:
Order Form Thank You Page Attachment Snippet Throws Broken Link Error

Product Line: Infusionsoft

Quotes do not display address when one field value is empty

E-Commerce Setup

Issue Number: 1899042

Issue Status: In Queue

Date Reported:
12/19/2019

Estimated Resolution Date: 4/8/2020

Summary:
April 6, 2020 We are currently testing a fix for this issue. December 19, 2019 Quotes are not displaying the address when one field value of the address is empty

Alternative Solution:
Ensure all fields have values for the address.

Product Line: Infusionsoft

PayPal Radio Button Displaying and will not display new PayPal Smart Buttons due to old order form/shopping cart themes verisons

E-Commerce

Issue Number: 1949495

Issue Status: Support Researching

Date Reported:
02/14/2020

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

Product Line: Infusionsoft

Orders that have a payment plan and a past due payment display the past due payment as an upcoming payment on invoices

E-Commerce

Issue Number: 1968924

Issue Status: Stage

Date Reported:
03/05/2020

Estimated Resolution Date: 4/8/2020

Summary:
April 6, 2020 We are currently testing a fix for this issue. March 5, 2020 Orders that have a payment plan and a past due payment display the past due payment as an upcoming payment on invoices. And do not show the past due payment as Due Today.

Alternative Solution:
Editing the Payment Plan so there is a Payment that is actually due in the future or on the same date you edit it, will change the Payments due on the invoice for you. But that will also change the payment plan dates on the order overall, so please consider that before hand.

Product Line: Infusionsoft & Keap

Small Web forms embedded with javascript have extra space below the end of the form

Campaign Builder

Issue Number: 1812910

Issue Status: Support Researching

Date Reported:
10/04/2019

Estimated Resolution Date: 11/15/2019

Summary:
4/2/20 2:00pm MST A fix is still being developed. We will post new updates here as they become available. 10/4/2019 3:55pm MST When using a small webform, meaning very few fields if using the javascript code to place on your website the form will display with a large chunk of white space at the end of the form. This space is to incorporate the captcha code when it appears. This white space should only appear for the captcha code.

Product Line: Infusionsoft

Actions to change an Opportunity stage doesn't change when a win/lost reason is required

CRM

Issue Number: 1959560

Issue Status: In Progress

Date Reported:
02/26/2020

Estimated Resolution Date: 4/8/2020

Summary:
When attempting to edit Opportunity stage via actions and there is a win/lost reason there is no way to select that reason so the stage move doesnt happen. But there is a success message which is incorrect.

Alternative Solution:
To change stage of an opportunity with a win lost reason you will have to access the opportunity record itself to see the reasons and save the record successfully.

Product Line: Infusionsoft

Searching for contacts does not work if parenthesis are included in the criteria for some fields

Issue Number: 1999851

Issue Status: Done

Date Reported:
04/03/2020

Estimated Resolution Date: 5/15/2020

Summary:
Using parenthesis in a search and filter under "Fax 1", for example: (xxx) xxx-xxxx, will bring up zero search results regardless of the field values match

Product Line: Infusionsoft

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

Campaign Builder

Issue Number: 1830859

Issue Status: Support Researching

Date Reported:
10/22/2019

Summary:
February 18th 2020 1:42 PM MST We are currently working on improvements to the web form builder and are expecting those improvements to either resolve, or pinpoint the source of this problem. 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

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: Review

Date Reported:
12/31/2019

Summary:
March 31st 2020 8:26 AM MST We have made some code changes which should resolve this issue. Those changes are currently being tested before we deploy the update to all applications. 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

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

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