Last Updated Priority Category

Company name field in Contact, Company, and User records auto-capitalize the first letter

Last Updated: 10/13/2017

Issue Number: 892805

Date Reported:
09/15/2017

Summary:
Company fields in the app for Contact, Company, and User record automatically capitalize the first letter of the name entered into the field.

Product Name and Short Description Length Causing Spacing/Display Issues in One Column Shopping Cart

E-Commerce Setup
Last Updated: 08/30/2017

Issue Number: 834294

Date Reported:
07/17/2017

Summary:
In some cases where the product name and short description for a product on the Shopping Cart are longer than normal but within the maximum character limit, the short description may run underneath images for products below it when using certain One-Column themes. Some themes may cut off a portion of the short description.

Alternative Solution:
Using the Sapphire or Glow one-column themes may reduce display issues.

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

CAS
Last Updated: 11/17/2017

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 apps direct login URL (Example: appnamehere.infusionsoft.com).

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

Broadcast
Last Updated: 11/16/2017

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). ** Please Note that Outlook and Hotmail 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. **

Alternative Solution:
Please Note that Outlook and Hotmail 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.

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: 07/20/2017

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.

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

Broadcast
Last Updated: 11/08/2017

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.

Campaign Opportunities Created in Stage with Multiple Checklist Items will Display Duplicates

Campaign Builder
Last Updated: 11/16/2017

Issue Number: 807415

Date Reported:
06/15/2017

Summary:
Opportunities created from Campaign into a stage that has a Checklist with multiple options, will create the Opportunity and display duplicates of those checklist options.

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

Campaign Builder
Last Updated: 07/20/2017

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.

Date picker appearing below Date or Date/Time custom fields

Campaign Builder
Last Updated: 10/13/2017

Issue Number: 910552

Date Reported:
10/06/2017

Summary:
When editing a web form, and adding a date or date/time custom field to the form, the date picker is appearing below the date field instead of to the right of the field.

Decision Diamonds are not honoring the letter L

Campaign Builder
Last Updated: 08/30/2017

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.

Order Forms are not Requiring State Field in Internet Explorer 11

E-Commerce Setup
Last Updated: 10/13/2017

Issue Number: 915943

Date Reported:
10/12/2017

Summary:
By default, Infusionsoft order forms will require the State field be filled out when submitting an order. In Internet Explorer 11, the State field is not shown as required with an asterisk. Other browsers, such as Chrome and Firefox, will show the State field with an asterisk indicating it is a required field.

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

E-Commerce
Last Updated: 08/30/2017

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

In new builder, the email body background does not extend the entire length of the email.

Broadcast
Last Updated: 08/07/2017

Issue Number: 836722

Date Reported:
07/19/2017

Summary:
In new builder, the white email body background does not extend the entire length of the email. This is visible when the Email Background Color is set to a color besides white and images are included below a certain point in the email. We are currently investigating the cause.

Copied campaigns with unconfigured decision diamonds will not publish

Campaign Builder
Last Updated: 10/13/2017

Issue Number: 898239

Date Reported:
09/21/2017

Summary:
When copying a campaign with an unconfigured decision diamond, the copied campaign will never be able to open the decision diamond and will never be able to publish.

Custom Statistics Widget Calculates first 10k rows only

Last Updated: 10/13/2017

Issue Number: 902649

Date Reported:
09/27/2017

Summary:
Custom Statistics Widget Calculates first 10k rows only

Unable to upload files to campaign fulfillment lists

Campaign Builder
Last Updated: 07/26/2017

Issue Number: 687013

Date Reported:
01/30/2017

Summary:
Clicking the "upload" button to upload an attachement for a campaign fulfillment list does not populate a window to select a file. Instead, the screen goes grey and no edits are able to be made to the campaign unless the page is refreshed.

Alternative Solution:
Files are still able to be uploaded via the app's Filebox and then attached to Fulfillment Lists by selecting the file from the dropdown menu.

Web Page Automation Goal Still Not Working for some apps

Last Updated: 11/16/2017

Issue Number: 782645

Date Reported:
05/16/2017

Summary:
In some apps, web page automation goals are not being achieved when a contact visits the pertinent web page. Web Profile tab of contact record shows they viewed the page, but the goal does not trigger.

Duplicate receipt or invoice is being sent out when settings are configured as particular way and the API is used to add a payment

Apps/API
Last Updated: 11/16/2017

Issue Number: 868054

Date Reported:
08/21/2017

Summary:
If the [Enable payment collection on Invoice] is set to yes AND a receipt email address is specified AND a receipt subject line is specified then a duplicate receipt is sent out if the API is used to add a payment. A duplicate invoice will be sent out if the If the Enable payment collection on Invoices is set to no.

Alternative Solution:
By erasing the email address or subject line, the duplicate invoice will not be sent.

Campaign Purchase Goals Not Running for Legacy Order Forms if Products or Tax are Configured a Certain Way

Legacy
Last Updated: 10/13/2017

Issue Number: 871084

Date Reported:
08/23/2017

Summary:
If a Legacy Order form is configured with a one-time product with a subscription or tax, purchasing the product will not trigger campaign purchase goals. The payment plan in the order may not have the one-time product as the first item charged, which may have an effect on how goals trigger. If the order form does not charge sales tax, or if the order form is just selling a subscription, the purchase goals will trigger.

Alternative Solution:
Success actions on Legacy Order Forms will still trigger, so a tag can be applied there and that can trigger a campaign.

Certain New Email Builder Saved Templates Will Not Open When Clicked

Broadcast
Last Updated: 11/08/2017

Issue Number: 948913

Date Reported:
11/08/2017

Summary:
When attempting to use a previously saved template in Campaign Builder or in a Broadcast and using the New Email Builder, certain templates may not open. Clicking to use the template does not refresh the screen, or navigate to the template.

Alternative Solution:
Clicking to use the template should also create a draft of the email under Drafts, which can be used in the meantime. If it does not show right away under Drafts, refreshing the page may have it appear there.

504 Gateway Timeout Errors -- RESOLVED

Last Updated: 11/18/2017

Issue Number: 958556

Date Reported:
11/17/2017

Summary:
At about 4:47PM MST, we identified a problem causing 504 Gateway Timeout Errors, preventing users from accessing their applications. As of 5:16PM MST, the problem was resolved, and all applications should be functioning normally

Rescheduled: Infusionsoft System Maintenance Friday, November 17th

Last Updated: 11/18/2017

Issue Number: 958183

Date Reported:
11/17/2017

Summary:
Friday, November 17th - We have rescheduled the planned system maintenance to a future date (tbd). We will prior to the maintenance we will post an inapp notification. In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Friday, November 17th from 10:30pm to 1:00am MST. You may experience intermittent issues accessing Infusionsoft during this time. Please check back here to stay informed on any status updates. We apologize for the inconvenience and appreciate your patience.

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

Twitter Updates




Contact Us

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.