Last Updated Priority Category

Gmail Calendar Sync Error

Apps/API
Last Updated: 08/17/2018

Issue Number: 1273610

Date Reported:
08/10/2018

Summary:
When you try to connect your calendar to Gmail sync it errors {Sign in with Google temporarily disabled for this app} We are actively investigating.

Custom Statistics Widget Calculates first 10k rows only

Last Updated: 09/10/2018

Issue Number: 902649

Date Reported:
09/27/2017

Summary:
Custom Statistics Widget Calculates first 10k rows only

New landing pages not honoring submitted timezone

Campaign Builder
Last Updated: 09/10/2018

Issue Number: 1235253

Date Reported:
07/13/2018

Summary:
New landing pages not honoring submitted timezone

Gmail Sync sidebar is cut off in the new Gmail on desktop

Apps/API
Last Updated: 10/01/2018

Issue Number: 1310487

Date Reported:
09/06/2018

Summary:
The Gmail Sync sidebar is partially cut off. We are actively investigating.

Gmail Sync: Emails are not syncing to Gmail or Infusionsoft

Apps/API
Last Updated: 10/01/2018

Issue Number: 1324188

Date Reported:
09/17/2018

Summary:
Emails are not syncing to Gmail or Infusionsoft application. We are actively investigating the cause.

Landing Page thank you pages are not working with WP Plugin

Apps/API
Last Updated: 10/18/2018

Issue Number: 1233436

Date Reported:
07/12/2018

Summary:
When submitting a Landing Page that is using the WordPress Embed option of the Plugin, the thank you page is saying that it is not live yet.

Alternative Solution:
Use the hosted version or use a url thank you page.

CustomerHub: Members unable to Login if Invalid Credit Card is present

Last Updated: 10/18/2018

Issue Number: 1354550

Date Reported:
10/10/2018

Summary:
CustomerHub: Members unable to Login if the Contact Record has an Invalid Credit Card

Alternative Solution:
There is a workaround to resolve this issue 1- Delete the invalid credit cards from the Contact Record in Infusionsoft 2- Delete the Member Record from CustomerHub [under CH - Members] Deleting members records will not alter any data 3 - Re-add the Contact to CH from Infusionsoft [contacts can be manually re-added by following the steps here https://classic-infusionsoft.knowledgeowl.com/help/manually-give-members-access-to-your-customerhub-website or by adding the contact to a campaign with the [add to CH] process]

Classic Infusionsoft: Pop Inbox not displaying controls/unable to view emails

Last Updated: 10/18/2018

Issue Number: 1356436

Date Reported:
10/11/2018

Summary:
Pop Inbox is not displaying controls Clicking to view emails will display an error message

Voice Broadcast Recording Failure

Marketing
Last Updated: 10/18/2018

Issue Number: 1311934

Date Reported:
09/07/2018

Summary:
Voice Broadcast Recording Failure

String index out of range: -1 error for emails

Broadcast
Last Updated: 10/29/2018

Issue Number: 1384420

Date Reported:
10/29/2018

Summary:
We are seeing the error [String index out of range: -1] error for emails on some broadcasts and campaign emails. Some contacts are successfully receiving emails while others are being skipped. Please check back here for updates

Sequence & Email Report in campaigns do not match the performance view of campaigns

Campaign Builder
Last Updated: 11/01/2018

Issue Number: 1339918

Date Reported:
09/28/2018

Summary:
Sequence & Email Report in campaigns do not match the performance view of campaigns

Classic IS: Custom Field values from search results page displays {error: Bad request}

CRM
Last Updated: 11/01/2018

Issue Number: 1389607

Date Reported:
11/01/2018

Summary:
When editing Contact or Opportunity custom field values from the search results page, and error {error: Bad request} is displayed. This error is not affecting standard fields

Alternative Solution:
Custom field values can successfully be edited from within the contact/opportunity record.

Open rates aren't reporting properly in some split a/b test emails.

Broadcast
Last Updated: 11/05/2018

Issue Number: 1136746

Date Reported:
05/01/2018

Summary:
Split test broadcasts are not reporting open rates for some broadcasts sent to large lists.

Unable to save snippets in Legacy Web Forms

Marketing
Last Updated: 11/07/2018

Issue Number: 1395423

Date Reported:
11/05/2018

Summary:
Unable to save snippets in legacy web forms. The save button will highlight but no changes occur within form.

Image list drop down missing from the classic email builder

Marketing
Last Updated: 11/07/2018

Issue Number: 1381492

Date Reported:
10/26/2018

Summary:
When using the classic email builder and clicking to add an image, the drop down used to select an image from the Files are is missing

Alternative Solution:
Upload the image to the file box, then copy the image URL. Paste the image URL into the [Image URL] section of the classic builder.

Unable to add a file to an email when using the Classic Broadcast Drag and Drop Email builder.

Last Updated: 11/07/2018

Issue Number: 1395679

Date Reported:
11/05/2018

Summary:
After adding the [File] Snippet you should be able to select a file and then click [Save] to save that selection. The [Save] button does not perform any actions and you can only click [Cancel] to close the [Attachment Settings] window.

Billing automation for shopping cart and order form orders is not consistently processing

E-Commerce
Last Updated: 11/07/2018

Issue Number: 1390642

Date Reported:
11/01/2018

Summary:
Billing automation for shopping cart and order form orders is not consistently processing

Unable to save some snippets in Drag and Drop builder

Marketing
Last Updated: 11/07/2018

Issue Number: 1395423

Date Reported:
11/05/2018

Summary:
The Drag and Drop builders used within Email Broadcasts, Marketing Templates, and Legacy Web Forms is currently experiencing an issue affecting the ability to save some snippets within the templates. The snippets affected are as follows: - File snippet - YouTube snippet - Social snippet - Signature snippet - Spacer snippet - HTML snippet

Alternative Solution:
Emails and web forms within Campaign Builder are unaffected. Until this issue is resolved we suggest utilizing the campaign builder as the workaround.

Task notification checkbox

CRM
Last Updated: 11/09/2018

Issue Number: 1402189

Date Reported:
11/09/2018

Summary:
When a task is edited the checkbox for Notify contacts owner will appear checked each time the task is opened.

Alternative Solution:
Uncheck the checkbox each time the task is saved.

ISSUE RESOLVED: Application Service interruption / Unable to Access your Infusionsoft application

Last Updated: 11/13/2018

Issue Number: 1406422

Date Reported:
11/12/2018

Summary:
Mon November 12th 3:30pm MST - Cloudflare has resolved the issue. If you continue to get a 522 error, please try flushing your DNS https://documentation.cpanel.net/display/CKB/How+To+Clear+Your+DNS+Cache When trying to login to your application, you may get an error message stating: Error 522: Connection timeout. We are aware of the issue and believe this is due to an Internet Service provider and network issues on their end. https://www.cloudflarestatus.com/incidents/ckmppprdmcp0

DataService.update on the RecurringOrder table wipes MerchantAccountId selection

Last Updated: 11/14/2018

Issue Number: 1401033

Date Reported:
11/08/2018

Summary:
If you use DataService.update on the RecurringOrder table to update a particular field on a subscription record, it will also inadvertently wipe out whatever value was selected for the MerchantAccountId field on the front-end. If you DataService.query the RecurringOrder though, it shows the merchant account is still in-fact selected.

Alternative Solution:
In your DataService.update call, specifically update the MerchantAccountId in addition to the other field(s) you want to update

Appointment/Task time is displaying incorrectly based on browser timezone and app timezone

CRM
Last Updated: 11/16/2018

Issue Number: 1358534

Date Reported:
10/12/2018

Summary:
Appointment/Task time is displaying incorrectly based on browser timezone and app timezone

About This Page 

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

How to Use

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

Priority is used to estimate resolution time:

      Low means approximately four months to resolution

      Medium means approximately one month to resolution

      High means immediately

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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.