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Order.add rest hook notification occasionally not being sent

Apps/API

Issue Number: 1929868

Issue Status: Stage

Date Reported:
01/22/2020

Estimated Resolution Date: 7/16/2020

Summary:
July 13, 2020 We are currently testing a fix for this issue. January 22, 2020 We have received a report that the rest hook for the order.add event type appears to be occasionally not sending the notification it should be sending.

Alternative Solution:
None at this time.

Product Line: Infusionsoft

Wordpress Infusionsoft Landing page plugin isnt displaying any landing pages

Apps/API

Issue Number: 2117294

Issue Status: Support Researching

Date Reported:
07/29/2020

Estimated Resolution Date: 8/19/2020

Summary:
Some users are experiencing an issue with Wordpress Plugin: "Infusionsoft Landing Pages" not displaying any published Landing pages. and can not add new ones within wordpress.

Product Line: Infusionsoft

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

Some Apps: Broadcast is significantly delayed when it is scheduled on Sundays

Broadcast

Issue Number: 2115691

Issue Status: In Development

Date Reported:
07/28/2020

Estimated Resolution Date: 8/21/2020

Summary:
August 17th 2020 3:30 pm MST Our Development Team is has identified the cause of this issue and are working on a solution. We have had several reports of Broadcasts being significantly delayed from sending on Sundays. Our Development Team is investigating the cause of this issue.

Alternative Solution:
When possible, schedule broadcasts on another day of the week.

Product Line: Infusionsoft

Checkout Pages assume USD for a 'starting price' when using the currency dropdown during the checkout process

Issue Number: 2141040

Date Reported:
08/26/2020

Summary:
August 26, 2020: We have identified an issue where checkout pages display in USD by default, regardless of the app's currency setting. This is resulting in checkout pages allowing products to be purchased for a different value than listed in-app if the application is not set to use USD by default.

Product Line: Infusionsoft & Keap

Exports Delivered in Emails fail to download when sent from Keap apps

Issue Number: 2130716

Issue Status: In Progress

Date Reported:
08/14/2020

Estimated Resolution Date: 9/4/2020

Summary:
We have seen an issue with some Keap apps not being able to download exports that are delivered to them via email.

Product Line: Keap

Contact record is displaying a "No Records were found" error when campaign emails are sent to the email on file.

Campaign Builder

Issue Number: 2148286

Issue Status: In Progress

Date Reported:
09/02/2020

Estimated Resolution Date: 9/23/2020

Summary:
Wednesday, September 9th, 2020 We have received reports that customers are sometimes seeing a "No Records were found for this prepared statement" error in contact campaign history for some campaign emails that were sent to the contact. We are currently investigating this.

Product Line: Infusionsoft

Legacy Webform Radio Button snippet producing error when saving configuration

Legacy

Issue Number: 2157163

Issue Status: Support Researching

Date Reported:
09/11/2020

Estimated Resolution Date: 10/2/2020

Summary:
We have received a report of the Radio Button snippet in the Legacy Webform builder is showing an error "All radio options must have a unique label and an action" when you try to save it. We are currently investigating.

Alternative Solution:
Radio buttons will still function when being added to web forms built in the campaign builder, so a web form can be created there.

Product Line: Infusionsoft

Keap: Date Custom Fields not keeping correct date format when set manually via contact record or through smart form

CRM

Issue Number: 2160264

Issue Status: Support Researching

Date Reported:
09/15/2020

Estimated Resolution Date: 10/6/2020

Summary:
September 15th, 2020 9:40am Phoenix, Arizona We have received reports regarding date custom fields not saving in the correct format when manually selecting the date from the record or when selecting the date for the field when utilizing a smart form. We are currently looking into these reports and investigating the issue.

Alternative Solution:
A web form from a campaign can be used to set the field correctly. Using the date picker for the field on a web form will save the date in a way that it appears correctly on the contact record. This can be used as a work around as long as the email address you enter in the form matches the one on the record.

Product Line: Keap

Order forms charge the incorrect price when the product is a subscription and a product option is selected

E-Commerce Setup

Issue Number: 2162738

Date Reported:
09/17/2020

Summary:
September 17th 2020 9:59 AM MST When selecting a product option on a order form with a subscription product, the price changes to the one-time price. We have identified where the cause lies in our code. Our development team is continuing to research this issue.

Product Line: Infusionsoft

Campaign Field timers do not always allowing multiple "Before" timers connected in sequence based on certain selected timer criteria

Campaign Builder

Issue Number: 2163729

Issue Status: Support Researching

Date Reported:
09/18/2020

Estimated Resolution Date: 10/9/2020

Summary:
September 18th, 2020 7:40am Phoenix, Arizona We have received a report that when utilizing field timers in a campaign, sometimes you cannot connect multiple field timers in a row when they are set to certain criteria even if it does sequentially appear to be correct, because a prompt will appear that states "Must configure this timer to occur after previous timers.". We are currently looking into this matter.

Alternative Solution:
If you experience this, you can split up the timers between multiple sequences instead of directly connecting them in line within a single sequence, this will allow your campaign to perform how you would like it to, and work around the current issue being experienced.

Product Line: Infusionsoft & Keap

Unable to add contact from Messages if associated contact was previously deleted

Issue Number: 2163826

Issue Status: Support Researching

Date Reported:
09/18/2020

Estimated Resolution Date: 10/9/2020

Summary:
September 18, 2020 We have identified an issue related to adding contact who have texted the Keap Business Line. If the number texting the app had previously been linked to a contact which has since been deleted, the received message will not prompt the user to add the phone number as a new contact. Our developers are investigating this and working on a resolution.

Alternative Solution:
Add the contact manually, then send a text from the contact record itself. This will link the text under Messages to the newly added contact.

Product Line: Keap

Landing Page mobile view image resize slider not changing the size of images

Campaign Builder

Issue Number: 2164317

Issue Status: Support Researching

Date Reported:
09/18/2020

Estimated Resolution Date: 10/9/2020

Summary:
We have received a report that when editing an image in the mobile view for Landing Pages, the resize slider is not actually changing the side of the image on the published page. We are currently looking into this.

Product Line: Infusionsoft & Keap

In Keap, messages are empty when clicking the messages card in a contact, and also messages are missing when clicking messages from the left navigation bar.

Issue Number: 2170263

Issue Status: In Progress

Date Reported:
09/24/2020

Estimated Resolution Date: 10/15/2020

Summary:
September 24th 2020 1:33 PM MST Clicking the messages card in a contact record opens an empty message thread. Sometimes clicking messages in the left nav displays no messages as well. Our development team is currently investigating the cause of this issue, but we've confirmed this is a display issue only. The messages are not deleted.

Alternative Solution:
Sometimes messages do appear when clicking messages in the left nav. If they do, opening the message there seems to resolve the issue until the next login

Product Line: Keap

Email restrictions at Microsoft

Broadcast

Issue Number: 2139339

Issue Status: Support Researching

Date Reported:
08/24/2020

Estimated Resolution Date: 9/16/2020

Summary:
9/10/2020 Update: Currently Microsoft is accepting around 20% of email to recipients of 100+ unengaged days. We are still in communication with Microsoft regarding a solution. Again, please note that this does NOT affect all email to Microsoft domains and frequently engaged contacts are having email accepted and inboxed at consistently high levels. 9/1/2020 Update: Comment: Our analysis shows Microsoft is now blocking almost all emails to recipients of 100+ unengaged days. We are in communication with Microsoft and are working to find a solution. Please note that this does NOT affect all emails to Microsoft domains and frequently engaged contacts are having email accepted and inboxed at consistently high levels. 8/24/2020 We are currently seeing some issues with email being blocked when sending to Microsoft related email addresses (msn.com, hotmail.com, etc.). This is affecting about 15% of the mail we send to them. We are working closely with Microsoft to get this lifted ASAP but there is no current ETA for when this issue will be resolved. The primary cause for this blocking issue is that a significant number of Keap customers are sending email marketing to unengaged or even inactive email addresses. In some cases the email is being sent to Microsoft controlled spam traps. While we work on this issue, we need all Keap customers to do a review of their email sending practices and make sure that they are sending email marketing only to their most active and engaged contacts. A good rule of thumb is that email should generally not be sent to email addresses that have not opened an email from you in more than 90 days. By working together, we can get this blocking situation resolved quickly. You can read more about email sending best practices here: https://keap.com/business-success-blog/marketing/email-marketing/why-does-my-email-go-to-spam Thank you for you efforts and patience. Domains that are possibly affected by the block are (xxx = any top level domain e.g . .com, .co.uk etc): live.xxx outlook.xxx msn.xxx hotmail.xxx webtv.xxx windowslive.xxx microsoft.xxx We will post additional information as it becomes available.

Product Line: Infusionsoft & Keap

Shipping Options do not display if shipping cost is $0.00

E-Commerce Setup

Issue Number: 2115235

Issue Status: Support Researching

Date Reported:
07/27/2020

Estimated Resolution Date: 9/7/2020

Summary:
Shipping Option does not display if shipping cost is $0.00. This is for Order Forms and the Shopping Cart. This will not allow for placing orders or checking out if shipping is required for any of the products being purchased.

Alternative Solution:
Setup a shipping discount at 100% and have a shipping method that is greater than $0.

Product Line: Infusionsoft

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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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Priority

Priority is used to estimate resolution time:

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