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Some Keap Mobile Android users cannot make outbound calls

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Issue Number: 2837112

Issue Status: In Queue

Date Reported:

Estimated Resolution Date: 12/9/2022

September 27th 2022 12:25 PM PST Our development team believes they have identified the cause of this issue and are working to get it corrected. We've also determined this should only impact Android users which have a mobile operating system of Android 12 or higher. September 27th 2022 11:00 AM PST We have received several reports that attempting to make outbound phone calls using the Keap Mobile App is failing. Our development team is investigating this issue.

Product Line: Keap

Keap Pro/Max: Invoices with recurring payments display that the contact will be billed in the future even if their initial payment has failed and no active recurring payment was successfully created

Issue Number: 2891103

Issue Status: Support Researching

Date Reported:

Estimated Resolution Date: 1/9/2023

We have determined that if a contact receives an invoice from a Keap Pro/Max app with a recurring product and their initial payment attempt fails, then they try again and are successful, an active recurring payment does not get created (which is normal). However, the invoice itself still shows that the contact will be billed on the set recurring schedule even though they will not since the Recurring Payment is not actually set up. This can cause users to believe contacts will be billed in the future when they may not actually get billed. We are currently investigating this.

Product Line: Keap

Some Users: Selecting a company does not display the linked contacts our company details


Issue Number: 2892337

Issue Status: In Progress

Date Reported:

Estimated Resolution Date: 12/20/2022

11/29/2022 1:40 PM MST We have identified the cause to be related to browser cache that is using outdated information, after updates were deployed to the application between 11/09/2022-11/10/2022. The simplest way to resolve this will be to clear your browsers cache, and choose a new option to sort your contacts. We are investigating whether or not we are going to be able to identify when outdated information is being used, and ignore it. This should prevent outdated information in your browsers cache from causing this behavior in the future. 11/29/2022 11:16 AM MST Some users are not seeing linked contacts or company details when selecting a company. We are investigating.

Alternative Solution:
Clearing browser cache for all time, and selecting a new sort order option will be needed to resolve the issue

Product Line: Keap

Disconnecting, removing, and reconnecting email sync causes the sync to stop working


Issue Number: 2893406

Date Reported:

Estimated Resolution Date: 12/8/2022

We have determined that when email sync integration tokens expire, the Disconnect and Remove, then 'Connect' process does not clear all the necessary data to clear out the entire token. This causes email sync to stop working (and keep the status as either pending or connected).

Alternative Solution:
Unfortunately there is no workaround except to call into Keap support and request a manual refresh via the Email team. This does not affect all customers, only ones that have had internal tokens expire

Product Line: Keap & Max Classic

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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 is used to estimate resolution time:

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