Last Updated Priority Category

Paypal Payflow Pro Credentials are not being saved

E-Commerce Setup
Last Updated: 04/27/2017

Issue Number: 765500

Date Reported:
04/27/2017

Summary:
When entering credentials into the paypal payflow pro fields in payment types and saving the page, then the page returns as saved but the credentials are not saved. If you currently have Payflow Pro credentials entered this will not impact you. But please do not save the payment types page until this is resolved.

IS Mobile Card Reader Maintenance Friday 4/28 3:00-4:00pm PST

E-Commerce
Last Updated: 04/27/2017

Issue Number: 764305

Date Reported:
04/26/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft Payments is performing brief maintenance to the Mobile Card Reader system on Friday, April 28th from 3:00pm to 4:00pm PST During this time card reader transactions will result in an error message. This maintenance will not affect transactions run via your Infusionsoft application. We apologize for the inconvenience and appreciate your patience.

Merge Fields do not Work in the To Address Field in the New Email Builder

Campaign Builder
Last Updated: 04/25/2017

Issue Number: 763156

Date Reported:
04/25/2017

Summary:
When creating or editing an email using the new email builder, the To field does not allow for using a merge field. It will display an error stating to use a valid email address instead.

Company Custom Fields are not showing in the Company Records

Last Updated: 04/21/2017

Issue Number: 759374

Date Reported:
04/20/2017

Summary:
We are currently investigating the cause of Company Custom Fields not showing in the Company Records for some applications.

May Release: Unable to [Edit] or [Add new] merchant account in FF from the Payments Options area in E-commerce Setup

Last Updated: 04/21/2017

Issue Number: 760438

Date Reported:
04/21/2017

Summary:
We are currently investigating and issue where users are unable to [Edit] or [Add new] merchant account in FF from the Payments Options area in E-commerce Setup

Alternative Solution:
This issue only affects applications currently on the May Release. Please use Chrome as a temporary solution.

DKIM sometimes fails to 3rd parties with a body hash mismatch error

Marketing
Last Updated: 04/17/2017

Issue Number: 755301

Date Reported:
04/17/2017

Summary:
We are currently investigating the cause of DKIM sometimes failing with a body hash error. Gmail (and other providers) will show the [via infusionmail.com] when DKIM does not validate.

Error Initializing The Campaign Appearing When Loading Certain Campaigns

Last Updated: 04/13/2017

Issue Number: 753777

Date Reported:
04/13/2017

Summary:
Attempting to access some campaigns produces the error "Error Initializing The Campaign"

Alternative Solution:
After entering campaign, navigate to the Reporting view of the campaign, then back to the Edit view.

Clicking Manage Accounts for Infusionsoft ID Displays an Error on Some Accounts

CAS
Last Updated: 04/11/2017

Issue Number: 735423

Date Reported:
03/23/2017

Summary:
We are seeing a trend of Infusionsoft IDs displaying an error stating There was a problem processing your request when accessing the Manage Accounts area.

Alternative Solution:
Accessing that specific page right now may or may not be possible intermittently, however applications can still be accessed manually by navigating to the app's direct login URL (Example: appnamehere.infusionsoft.com).

Decision Diamonds are not honoring the letter L

Campaign Builder
Last Updated: 04/11/2017

Issue Number: 705725

Date Reported:
02/17/2017

Summary:
When a decision diamond is created and the logic is setup to look for a specific character the L will not be accepted. For example if the logic is looking for contacts cities that start with specific letters and that letter is L it will not be accepted.

Some reports/searches criteria is reset after using [Back to report] links

Broadcast
Last Updated: 04/11/2017

Issue Number: 642261

Date Reported:
12/12/2016

Summary:
In some reports and searches, when a record is opened and a [Back to report] link is used to navigate back, the reports criteria is reset instead of the results being repopulated

Users are unable to clone contacts if permission to delete contacts is set to NO

Admin
Last Updated: 04/11/2017

Issue Number: 679886

Date Reported:
01/23/2017

Summary:
If a user permission to delete contact records is set to [No], then the user will not be able to clone contacts. The clone button will appear within contact records but clicking the button takes no action.

New Email Builder not recognizing change when a tag is added/removed to an exiting url

Campaign Builder
Last Updated: 04/11/2017

Issue Number: 678111

Date Reported:
01/20/2017

Summary:
Adding tags to an email will not mark the email as needing to be published

Alternative Solution:
Making any change to the email will allow it to be published. For example, adding a space and removing it will trigger the change.

Emails sent to hotmail and outlook email addresses display in mobile format on outlook.live.com

Broadcast
Last Updated: 04/11/2017

Issue Number: 503411

Date Reported:
07/26/2016

Summary:
Sending email from the Beta builder to contacts with hotmail.com or outlook.com addresses (and possibly msn.com and live.com) will only display the email in it's mobile format when accessing them from Outlook Mail (outlook.live.com).

Alternative Solution:
There is no ETA for resolution for this issue. Outlook's and Hotmail's web applications have limitations that do not allow for Infusionsoft to alter the way the emails are displayed. When they open access, we will develop a solution.

Set Field Value in Campaign Builder Cannot be set to Ready When Using a Date/Time Custom Field

Campaign Builder
Last Updated: 04/10/2017

Issue Number: 250502

Date Reported:
09/25/2015

Summary:
When adding a Set Field Value Process in our Campaign Builder, it cannot be set to Ready status when you are using it to set a value in a Date/Time Custom Field.

Alternative Solution:
Drag over the Set Field Value object and use it to set the value of a different field type, such as a Text custom field. Make it Ready, and then click the Back to Sequence button. Open the Set Field Value object once more and then switch it to your Custom date field. The Ready status should remain on it and allow you to publish it as well.

Legacy Order Form Orders Achieve Purchase Goals Twice

Campaign Builder
Last Updated: 04/10/2017

Issue Number: 511047

Date Reported:
08/02/2016

Summary:
Clear and Concise Description: When you place an order via a legacy order form, it will achieve Campaign Purchase Goals twice. This does not happen with non-legacy order forms, non-legacy shopping cart orders, or legacy shopping cart orders.

Some Touchscreen Devices Are Unable to Click Blue Reporting Icons in Campaign Builder

Campaign Builder
Last Updated: 04/10/2017

Issue Number: 750343

Date Reported:
04/10/2017

Summary:
We are seeing reports of touchscreen computers unable to select the blue icons to view reporting in Campaign Builder. The icons do not appear, even when a mouse is being used.

Alternative Solution:
Disabling Touch Events API in Chrome allows the icons to appear and function when using a mouse. Disabling touch functions in Firefox, or disabling the touchscreen function on the computer will also allow the icons to function.

Clicking on Timers in sequences under the Campaign Reporting tab will throw up a 'Page Not Found' or display lines of code.

Campaign Builder
Last Updated: 04/10/2017

Issue Number: 635375

Date Reported:
12/05/2016

Summary:
Clicking on a Sequence Timer in a Campaign Sequence under the Reporting tab will display Page Not Found Error or will display lines of code.

Alternative Solution:
You can find the Contacts under the Campaign by using the Campaign Contacts Waiting Report under the Marketing Reports.

Test Emails from Campaign Builder are intermittently not attempting to send

Campaign Builder
Last Updated: 04/10/2017

Issue Number: 559920

Date Reported:
09/19/2016

Summary:
Campaign builder test emails are failing to send when using the default builder.

Alternative Solution:
We recommend creating a test contact and adding them to the campaign. Campaign items can be selected to "send now" from the contact record campaign tab.

Emojis inserted in emails will cut off the email

Broadcast
Last Updated: 04/06/2017

Issue Number: 747616

Date Reported:
04/06/2017

Summary:
If an emoji is present in an email it will cut off the rest of the email including the Unsubscribe link

Alternative Solution:
Please do not use emojis in emails at this time.

Unknown Error Appearing on Campaign History, Campaign Batch Errors in Some Apps

Campaign Builder
Last Updated: 04/05/2017

Issue Number: 746952

Date Reported:
04/05/2017

Summary:
Some applications are seeing an Unknown error in Campaign History, which may be causing some emails triggered by Campaigns to not process correctly.

Lead Source Not Being Set on Form Submissions

Campaign Builder
Last Updated: 03/29/2017

Issue Number: 740712

Date Reported:
03/29/2017

Summary:
When a web form is submitted by a customer, and a lead source is supposed to be set or shown, the lead source is not set for that field for the customer.

Alternative Solution:
Lead Source can be set by adding the Lead Source field to the form and a lead source ID is populated in there, however this will always set that same selected lead source.

Including Custom Field Columns in Email Status Search Produces Error

Marketing
Last Updated: 03/13/2017

Issue Number: 724269

Date Reported:
03/10/2017

Summary:
When including the column of a custom field in the search results of an Email Status Search, no results populate and a message appears stating an unexpected error has occurred. Any saved searches that contain custom field columns will not open and will produce an error.

Alternative Solution:
When running the Email Status Search, remove or do not include columns of custom fields.

Editing a Copied Web Form Will Also Edit the Original Web Form

Last Updated: 03/06/2017

Issue Number: 719319

Date Reported:
03/06/2017

Summary:
Intermittently, when you copy a web form and edit the copy of the web form, it will also edit the original web form.

Alternative Solution:
Exit campaign builder after you copy the form but before you edit the copy

Merge Fields do not work in the From: address for NEW email Builder.

Broadcast
Last Updated: 02/15/2017

Issue Number: 633087

Date Reported:
12/01/2016

Summary:
Merge Fields do not work in the "from" address for NEW email Builder.

Alternative Solution:
If you need to use a merge field for the "From:" address you will need to use the classic emails.

Special Characters Changing/Appearing in Campaign Builder Sequence/Goal Names

Campaign Builder
Last Updated: 02/15/2017

Issue Number: 649419

Date Reported:
12/19/2016

Summary:
There are special characters that are now showing in some campaign sequence and goal names in multiple applications that were not present prior. Most examples show special characters, such as  are being added to the names of the sequence/goal, and other examples showing other special characters being converted from something like ä to ä.

Alternative Solution:
The characters can be deleted from the description by clicking on the name, and making the change to the text.

Email Status search only returning one result

Marketing
Last Updated: 02/08/2017

Issue Number: 424198

Date Reported:
05/09/2016

Summary:
Pulling up an Email Status Search with with the [Products] column displaying on report results in only one result populating for report.

Alternative Solution:
Remove the "Products" column from the report columns and the report should return correct results.

Subscription revenue summary report is not taking into account quantity in its calculation

E-Commerce
Last Updated: 02/08/2017

Issue Number: 664709

Date Reported:
01/06/2017

Summary:
When you have a subscription added to a record with a quantity higher than 1 it reads it as 1 in the amount and total billed in the subscription revenue summary report. So say the product is $1.00 and they customer has a quantity of 5. The subscription revenue summary report will display the amount and amount billed as $1.00 not $5.00.

Unable to adjust width of responsive landing page fields

Campaign Builder
Last Updated: 02/08/2017

Issue Number: 439937

Date Reported:
05/24/2016

Summary:
Using the [Field Width] setting under Layout & Settings in responsive landing pages no longer changes the width of the fields added to landing pages; fields fill the entire width of available areas

HTML code for a web form does not include Snippets

Campaign Builder
Last Updated: 01/20/2017

Issue Number: 677118

Date Reported:
01/19/2017

Summary:
Any of the items on the snippets tab of a web form are not actually included in the HTML for the web form. After adding one of these snippets and publishing the web form the HTML code sytled or unsytled are not included.

Alternative Solution:
Use the javascript or hosted version of the web form.

ID number is no longer present when doing a contact quick search.

CRM
Last Updated: 01/18/2017

Issue Number: 675221

Date Reported:
01/18/2017

Summary:
ID number is no longer present when doing a contact quick search.

Alternative Solution:
Use the advanced search or main search option to obtain the ID number of contacts

Billing address with Parentheses in name are causing error (invalid country/state) when sent to some merchants

E-Commerce
Last Updated: 12/14/2016

Issue Number: 645236

Date Reported:
12/14/2016

Summary:
intermittently billing address with parentheses in name are causing error (invalid country/state) when sent to some merchants

Clicking the Reset Failed Attempts button does not allow orders to attempt another charge.

E-Commerce
Last Updated: 10/27/2016

Issue Number: 515381

Date Reported:
08/05/2016

Summary:
The Reset Failed Attempts Button on Order Records Isn't Resetting Failed Attempts, Causing Orders To Not Continue Autocharging After clicking the Reset Failed Attempts button on an order record, the system shows an Invoice pay attempts reset successfully message, but if you wait for the system to auto-charge, stealth payment attempt history shows Exceeded max number of charge attempts, meaning it doesn't seem to actually reset the failed attempts.

If Users are utilizing the same email address within application the FROM field in a single email will only display the most recently added user

CRM
Last Updated: 09/29/2016

Issue Number: 408597

Date Reported:
04/27/2016

Summary:
If user records are utilizing the same primary email address then single emails only acknowledge the highest user ID. Campaign and broadcast FROM dropdowns still show all users.

Fields labels not appearing in responsive landing pages for some custom field types

Campaign Builder
Last Updated: 09/19/2016

Issue Number: 323665

Date Reported:
02/19/2016

Summary:
Fields labels not appearing in the newer responsive Landing Pages for some custom field types when you drag a field into the Landing Page. Here is a list of custom fields that are affected: Date Date/Time Day of Week Drilldown Month List Box Radio Dropdown State User User List Box Yes/No

Alternative Solution:
You can add a Paragraph snippet just above the custom field. And utilize that Paragraph as a label for the Custom Field.

Firefox preventing Gmail sync from being downloaded

Apps/API
Last Updated: 09/14/2016

Issue Number: 555001

Date Reported:
09/14/2016

Summary:
Firefox Add on signing is preventing the Sync for Gmail Plugin from being downloaded. The developers are looking into getting this resolved.

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.