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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

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

Exports failing more than usual

CRM

Issue Number: 2010560

Issue Status: In Progress

Date Reported:
04/14/2020

Summary:
Exports are timing out and displaying the message Connection Failed.

Alternative Solution:
We have found creating smaller exports will still work. If possible limit the number of fields or items that are being exporting.

Product Line: Infusionsoft & Keap

When "Having trouble viewing this email? Click here" is used to view an email, unsubscribe and confirmation links display the merge code, instead of a link

Marketing

Issue Number: 2028540

Issue Status: Support Researching

Date Reported:
04/30/2020

Summary:
April 30th 2020 2:40 PM MST When an email is viewed in a browser using the hosted email feature, unsubscribe and confirmation links do not get rendered as links but text with the values of the merge field names. Our developers are investigating the cause of this issue.

Product Line: Infusionsoft

"Links" window in Drag and Drop builder cuts off the ability to insert and delete links when a link name is too long

Marketing

Issue Number: 2048032

Issue Status: In Progress

Date Reported:
05/19/2020

Summary:
We received a report that when using the "Links" button in the Drag and Drop builder to insert automation links into emails, the window is not able to be scrolled or resized and will cut off the insert and delete options if a link name is too long.

Alternative Solution:
At this time, the current workaround is to go to Marketing -> Settings -> Automation Links and edit any automation links with longer names so that they do not push features such as "insert" and "delete" past the edge of the window.

Product Line: Infusionsoft

Checkout Pages fail to capture new orders when using Keap Payments

Issue Number: 2055840

Issue Status: In Queue

Date Reported:
05/26/2020

Summary:
May 26, 2020: We have identified an issue where checkout pages display the error message "Email address associated with the credit card is required in order to complete transaction." when the application's default merchant account is Keap Payments.

Product Line: Infusionsoft

Sequences Not Being Skipped When Campaign Goal Achieved

Issue Number: 2076150

Issue Status: In Progress

Date Reported:
06/15/2020

Summary:
At least for some campaign setups, achieving a goal will not cause contacts to skip over sequences located between their active sequence and the goal.

Product Line: Infusionsoft & Keap

KEAP: Appointment booking links appear in Israel Time instead of Irish Standard Time when using Mac

Issue Number: 2077708

Issue Status: Integration

Date Reported:
06/17/2020

Summary:
June 17, 2020: We have identified an issue where the appointment booking links reflect the wrong timezone when viewed on devices in Ireland's timezone (Irish Standard Time)

Product Line: Keap

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:
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

Call Forwarding on Android devices does not work properly

Issue Number: 2079355

Issue Status: In Queue

Date Reported:
06/18/2020

Summary:
Call Forwarding on Android devices does not work properly

Product Line: Keap

Unique/Total click discrepancy in A/B testing broadcast reporting

Broadcast

Issue Number: 2079827

Issue Status: In Progress

Date Reported:
06/19/2020

Summary:
We have received a few reports of the unique clicks on some A/B test email variants showing as 0 even though the total number of clicks shows that there have been clicks registered. This does not appear to be affecting all broadcasts of this nature, and we are investigating.

Alternative Solution:
There is no current workaround for this reporting discrepancy.

Product Line: Infusionsoft & Keap

Some letters are downloaded as .jsp files instead of .doc files

Main Nav

Issue Number: 2082090

Issue Status: In Queue

Date Reported:
06/22/2020

Summary:
June 22nd 2020 11:24 AM MST When working through the fulfillment jobs widget on the dashboard, some letters are downloading as a .jsp file instead of a .doc file

Alternative Solution:
Recreating the process which generates the letter has been correcting this issue.

Product Line: Infusionsoft

Place Order button is not appearing on Order Forms when Paypal Smart Buttons is the only method of payment

E-Commerce

Issue Number: 2085324

Issue Status: In Queue

Date Reported:
06/25/2020

Summary:
Thursday June 25th, 2020 7:30am Phoenix, AZ Local Time We have received a report that when using PayPal Smart Buttons as the only means of checking out/the only method of taking payment, if a contact tries to check out via an order form they will be directed to PayPal to enter their account info, and when they are redirected back to the order form the Place Order button does not appear. We are currently investigating this.

Alternative Solution:
This only occurs if PayPal Smart Buttons is the only selected method of payment in the Payment Methods page. If you configure another merchant option, even if you do not use it, you can set the order forms specifically to use PayPal and this should work around the issue for the time being.

Product Line: Infusionsoft

Contact list is truncated during export when using the updated export

Issue Number: 2086329

Issue Status: In Progress

Date Reported:
06/26/2020

Summary:
6/26/2020: We have identified an issue where exports will fail to include all results when using the updated export process.

Product Line: Infusionsoft

User Interface issues when using "Create a Custom Field..." option via the "Other" field snippet on Web Forms

Campaign Builder

Issue Number: 2086401

Issue Status: In Progress

Date Reported:
06/26/2020

Summary:
We have received reports of some user interface issues when designing a web form and using the "Other" field snippet to create a new custom field. It can still create the custom field, but the interface has text overlapping the "Field Name" field so text is partially obscured, the "Field Type" drop down does not visually reflect your selection in the drop down menu, and only the bottom "Save" button is functioning. Once the "Save" button is clicked, the field doesn't get added correctly to the web form, but it does still get created in the system. We are currently looking into these reports.

Alternative Solution:
After you fill out the fields for the new custom field and click the bottom "Save" button, If you close the blank window and then drag out another "Other" snippet onto the web form and then look in the drop down, you will see the custom field you created and can select it there.

Product Line: Infusionsoft & Keap

Emails created when using the "New" drop down at the top of the page display error when trying to add attachments

Marketing

Issue Number: 2090849

Issue Status: Support Researching

Date Reported:
07/01/2020

Summary:
We have received a report that when creating a new email in Keap by using the "New" drop down menu and selecting "Email" and attempting to add an attachment, the error "Sorry, something went wrong. Please try again. Your file type may not be supported".

Alternative Solution:
If you experience this issue, you can open an existing contact record in the application and click the "Email" icon. When the email appears, you can attach the file to this email, which will function without the error appearing. Once you have done that, you can attach files to emails without seeing the error until the next time you log out and log back in.

Product Line: Keap

Updating an existing contact via PUT with Rest API is not updating social_accounts fields on a contact record

Apps/API

Issue Number: 2090861

Issue Status: Support Researching

Date Reported:
07/01/2020

Summary:
We have received a report that when using the REST API, if you are attempting to update a contact records social account fields using the PUT call, it is not updating those fields. If you are using the PUT call to create a new contact, it will fill in those fields, but it will not change the values of the fields on an existing contact.

Alternative Solution:
The PATCH call can be used to to update the social_accounts fields on a contact record and it will function correctly. More can be found on the PATCH call here: https://developer.infusionsoft.com/docs/rest/#!/Contact/updatePropertiesOnContactUsingPATCH_1

Product Line: Infusionsoft & Keap

Right-Click spellcheck does not function when using text areas in the Landing Page builder

Issue Number: 2091923

Date Reported:
07/02/2020

Summary:
July 2, 2020: We have identified an issue where the right click 'spell check' functionality of the browser is blocked while editing text in the landing page builder

Alternative Solution:
Misspelled words can be copied and placed into another word processor to identify the correct spelling, or recommended spellings

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

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

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

Birthdays and Anniversary dates are showing a value of one day earlier when merged into emails.

Campaign Builder

Issue Number: 2041297

Issue Status: Review

Date Reported:
05/12/2020

Summary:
We tested using custom Date fields and those seemed to work fine. Also the Campaign steps scheduled correctly if they were based on the Birthday values in the Campaigns. So if they had a step scheduled to run on a contacts Birthday, the upcoming Campaign steps for the contacts scheduled correctly.

Product Line: Infusionsoft

Keap Broadcasts display a "scheduled" time offset by 3 hours when viewing the complete list of broadcasts

Issue Number: 2051542

Issue Status: Support Researching

Date Reported:
05/21/2020

Summary:
May 21, 2020: We have I identified an issue where the broadcast page in Keap shows a "scheduled" time for broadcasts 3:00 hours earlier than expected

Product Line: Keap

KEAP: Campaign Builder displays double the true number of current active contacts

Issue Number: 2078106

Issue Status: In Queue

Date Reported:
06/17/2020

Summary:
June 17, 2020: We have identified an issue where Keap campaigns display two times the correct number of active contacts in specific cases

Product Line: Keap

"HTTP Status 404 - Not Found" When attempting login

Admin

Issue Number: 2078905

Issue Status: In Queue

Date Reported:
06/18/2020

Summary:
We are seeing reports of this error when users are attempting to login. This is being caused by the user records preference for "Default Start Page" is set to "graphly". Graphly is aware of this issue and addressing it. You can contact Graphly for additional details. If there is another user in the account they can go to your user record and change the start page setting so you can login. You can also try removing the Graphly plugin from the browser and try readding it. Then try logging in again.

Alternative Solution:
Another user can change the Default start page setting or you can remove and readd the graphly browser plugin.

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