Last Updated Priority Category

ISSUE RESOLVED: Unable to Log Into Application

Last Updated: 10/10/2018

Issue Number: 1346401

Date Reported:
10/03/2018

Summary:
Wednesday, October 3rd 8:55PM We have resolved the issue preventing Users from accessing their applications. We apologize for the inconvenience this may have caused. Wednesday, October 3rd 8:45 Pm Arizona time - We have implemented changes to reduce the login errors. We are continuing to work towards 100% resolution. Please check back here for updates. Wednesday, October 3rd 8:20PM Arizona time - We are investigating new reports of users being unable to log into applications. As of 8:00pm Arizona time, the issue has been resolved. Wednesday, October 3rd 7:40pm Arizona Time We are actively working on an issue which is preventing users from accessing their applications. We will post updates here as soon as we receive them. Please check back here for updates.

Legacy Landing pages and Web forms not submitting in Internet Explorer or displaying the thank you page

Campaign Builder
Last Updated: 09/27/2018

Issue Number: 1260877

Date Reported:
08/01/2018

Summary:
Legacy Landing pages and Web forms not submitting in Internet Explorer or displaying the thank you page

One-time orders report action to apply a tag is throwing opps error

E-Commerce
Last Updated: 09/27/2018

Issue Number: 1270889

Date Reported:
08/08/2018

Summary:
Using the actions button to apply a tag in the one-time orders report throws an opps error for id field does not exist.

Receipts are being sent on all orders when [Enable payment collection on Invoices] is enabled.

E-Commerce
Last Updated: 09/27/2018

Issue Number: 1311578

Date Reported:
09/07/2018

Summary:
Receipts are being sent on all orders when [Enable payment collection on Invoices] is enabled.

Alternative Solution:
Set [Enable payment collection on invoices] to [No]

Case Notification Emails

Last Updated: 10/04/2018

Issue Number: 1343736

Date Reported:
10/02/2018

Summary:
Tuesday, October 2nd 2018 8:00 am Arizona time Over the past 12 hours one of our case management software errantly sent [Case Update Notification] emails to customers that opened support cases 2-3 years ago. The emails were triggered due to a settings update/change made on our end. We have implemented changes to prevent this issue from occurring again. These email notifications can be safely disregarded.

Subscriptions not triggering purchase goals

Campaign Builder
Last Updated: 09/27/2018

Issue Number: 1334058

Date Reported:
09/25/2018

Summary:
We are actively investigating the cause of purchase goals not being achieve when a subscription with a plan is purchased. The issue began at approx 8:00pm on Monday September 25th Arizona time

Alternative Solution:
As a temporary solution we recommend applying a tag when the subscription is purchase. Tags can be applied via product specific purchase actions, billing automation, or using Order search/reports to identify contacts that have purchased.

Subscriptions are no longer appearing under Recent Orders on contact records

Last Updated: 10/01/2018

Issue Number: 1334738

Date Reported:
09/25/2018

Summary:
Subscriptions are no longer appearing under Recent Orders on contact records This is a display issue only and the order records are successfully being created. Orders can be accessed via Order Search/Reports or via the subscription directly.

Subscriptions are triggering purchase goal on 2nd Invoice

Campaign Builder
Last Updated: 10/10/2018

Issue Number: 1345169

Date Reported:
10/03/2018

Summary:
Subscriptions are triggering the purchase goal on initial purchase from Shopping Cart and Order form orders as designed. We discovered an issue where the second invoice on the subscription will also trigger purchase goals. We are actively researching the cause and potential solution.

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

Campaign Builder
Last Updated: 10/18/2018

Issue Number: 1339918

Date Reported:
09/28/2018

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

SOME APPS: Javascript Embed Code IFrame Not Expanding to Encompass Entire Length of Web Form

Campaign Builder
Last Updated: 09/27/2018

Issue Number: 696769

Date Reported:
02/08/2017

Summary:
When you embed a web form on your website using Javascript, for some apps it does not expand the iframe to the entire length of the web form, causing it to be cut off. There are no scroll bars either.

Alternative Solution:
Use HTML Embed Code

Each email link click is creating a new row in the [Recent Email History] section of the contact record

Campaign Builder
Last Updated: 10/18/2018

Issue Number: 1348102

Date Reported:
10/04/2018

Summary:
Each email link click is creating a new row in the [Recent Email History} section of the contact record The emails are not sending multiple times but will appear like they do in the email history

Javascript embed code not loading forms on sites

Campaign Builder
Last Updated: 10/12/2018

Issue Number: 1356049

Date Reported:
10/11/2018

Summary:
Javascript embed code not loading forms on sites

Alternative Solution:
For an immediate workaround we recommend using the HTML or HTML Unstyled code

New Landing Page submissions are not triggering campaign goals

Last Updated: 10/12/2018

Issue Number: 1356407

Date Reported:
10/11/2018

Summary:
New Landing page submissions are not triggering campaign goals Information submitted via a New Landing Page is captured and contact records are successfully being created/updated

New Landing Page submissions are not triggering campaign goals

Last Updated: 10/19/2018

Issue Number: 1363205

Date Reported:
10/16/2018

Summary:
Friday, October 19th 2018 We have successfully deployed the fix to all applications. Thursday, October 18th 2018 We have identified a solution and will deploy to fix to all applications by 10:00pm Arizona time October 18th. Thursday, October 18th 2018 We continue to work towards developing a solution for the issue affecting campaign goals. Please check back here for updates. New Landing page submissions are not triggering campaign goals Information submitted via a New Landing Page is captured and contact records are successfully being created/updated The issue began on Monday, October 15th at approx. 7:00pm Arizona time

Some Internal forms not displaying Owner field when trying to add a contact.

Campaign Builder
Last Updated: 10/10/2018

Issue Number: 1051545

Date Reported:
02/21/2018

Summary:
Some apps: Some internal webforms with the Owner field added to them do not display the Owner field in the Quick Add menu or in the Add Contact page.

Alternative Solution:
Republishing the Campaign that the Internal webform resides in will usually fix this.

Application time zone is not respected for tasks and appointments created via campaign builder

Campaign Builder
Last Updated: 10/18/2018

Issue Number: 1316257

Date Reported:
09/11/2018

Summary:
Application time zone is not respected for tasks and appointments created via campaign builder

ISSUE RESOLVED: WorldPay Payment Attempts Returning Error Code: 1 Internal error

Last Updated: 10/02/2018

Issue Number: 1340343

Date Reported:
09/29/2018

Summary:
We are working on an issue impacting WorldPay users where payments are failing and returning Error Code: 1 Internal error UPDATE: A fix for this issue has been deployed. Depending on the auto-charge settings of your application, no action will be needed. If an order has reached the max charge attempts, manually adding the payment will be required.

CustomerHub Intermittently Not Accessible

CustomerHub
Last Updated: 09/28/2018

Issue Number: 1339076

Date Reported:
09/28/2018

Summary:
Friday, 8:30am Arizona Time - We are investigating additional reports of some Users and Members being unable to access the applications. Please check back here for updates. We are investigating an issue impacting some customers, preventing users or members from accessing CustomerHub. UPDATE: As of ~6:00pm MST, the necessary DNS changes were made, but these changes may take additional time to propagate depending on DNS servers and settings. During this propagation window, some of your customers may still be unable to access your site.

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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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.