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Some Apps: Some Credit cards being marked as expired when they are still valid

E-Commerce
Last Updated: 02/19/2019

Issue Number: 1527375

Date Reported:
02/12/2019

Summary:
We are investigating the cause of some credit cards appearing as [Expired] when the expiration date is set in the future. This can cause system auto charges to not attempt. Please check back here for updates.

Alternative Solution:
Re-saving the credit card will set the status back to an active state.

Dec 19th Update: Gmail Calendar Sync Error

Apps/API
Last Updated: 02/21/2019

Issue Number: 1273610

Date Reported:
08/10/2018

Summary:
Wednesday, Dec 19th 2018 After investigating the current open issues affecting the Gmail Sync tool, we have discovered the fix requires a complete re-architecture of the tool. We are actively working on this redesign and anticipate having an update within Q1 of 2019. 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.

Dec 19th Update: Gmail Sync: Emails are not syncing to Gmail or Infusionsoft

Apps/API
Last Updated: 02/21/2019

Issue Number: 1324188

Date Reported:
09/17/2018

Summary:
Wednesday, Dec 19th 2018 After investigating the current open issues affecting the Gmail Sync tool, we have discovered the fix requires a complete re-architecture of the tool. We are actively working on this redesign and anticipate having an update within Q1 of 2019. Emails are not syncing to Gmail or Infusionsoft application. We are actively investigating the cause.

Custom Statistics Widget Calculates first 10k rows only

Last Updated: 02/21/2019

Issue Number: 902649

Date Reported:
09/27/2017

Summary:
Custom Statistics Widget Calculates first 10k rows only

Dec 19 Update: Gmail Sync sidebar is cut off in the new Gmail on desktop

Apps/API
Last Updated: 02/21/2019

Issue Number: 1310487

Date Reported:
09/06/2018

Summary:
Wednesday, Dec 19th 2018 After investigating the current open issues affecting the Gmail Sync tool, we have discovered the fix requires a complete re-architecture of the tool. We are actively working on this redesign and anticipate having an update within Q1 of 2019. The Gmail Sync sidebar is partially cut off. We are actively investigating.

Weather/Time widget is not loading on contact records

Last Updated: 02/26/2019

Issue Number: 1474320

Date Reported:
01/04/2019

Summary:
February, 1st 2019 The Weather Integration owner, Yahoo, has discontinued this service. We are researching weather service integration from other providers. There is no ETA for resolution yet. We will post updates as they become available. Weather/Time widget is not loading on contact records We are currently investigating the cause of the weather/time widget not displaying on contact records.

Voice Broadcast Recording Failure

Marketing
Last Updated: 02/26/2019

Issue Number: 1311934

Date Reported:
09/07/2018

Summary:
January 22nd, 2019 We have added a pop up notification when creating new voice broadcasts warning users that voice broadcasts are limited to 30 seconds. We will continue to investigate alternative solutions. for this issue. Dec 19th 2018 8:30am We have an open case with our Voice Broadcast provider. We are investigating the cause of Voice Broadcast Recording Failure errors.

New Landing Pages: Templates not loading in Chrome

Campaign Builder
Last Updated: 02/26/2019

Issue Number: 1484547

Date Reported:
01/11/2019

Summary:
Templates in the new landing page builder are loading only the first five templates.

Alternative Solution:
Readjusting the screen size or reloading the template page (refresh or f5). The issue is not affecting Firefox.

New landing pages not honoring submitted timezone

Campaign Builder
Last Updated: 02/26/2019

Issue Number: 1235253

Date Reported:
07/13/2018

Summary:
New landing pages not honoring submitted timezone

Web page automation goal not working for all pages

Campaign Builder
Last Updated: 02/26/2019

Issue Number: 1525146

Date Reported:
02/11/2019

Summary:
We are currently investigating why the Web page automation goal is not triggering for all pages. Our initial investigation shows if an Infusionsoft/Keap hosted web form is visited, or the page is visited by clicking a link from an Infusionsoft/Keap delivered email, the goal will trigger. If the page visited is on an external website and not visited via a link click, then it will not be triggered.

In Contact record email history is displaying merge fields with "[[]]" instead of "~~"

CRM
Last Updated: 02/27/2019

Issue Number: 1542877

Date Reported:
02/25/2019

Summary:
In a contact records email history if you view the email you will see the merge fields that were used are displaying with "[[]]" around the field itself instead of "~~". This is just an internal display issue. The emails are being sent correctly and contact will not see a problem.

Pop Inbox doesnt show folders anymore

Admin
Last Updated: 03/01/2019

Issue Number: 1545898

Date Reported:
02/27/2019

Summary:
When you access the pop inbox the folder that normally show on the left side of the inbox are no longer showing.

Unknown item errors causing some campaign goals and process to skip

Campaign Builder
Last Updated: 03/06/2019

Issue Number: 1460815

Date Reported:
12/20/2018

Summary:
We are in the process of developing a fix for some campaign goals and processes skipping due to an unknown item error. As a user, you will likely receive an email regarding a campaign failing to publish and/or a contact's campaign history will display unknown item: tag in a red banner.

Alternative Solution:
If you've received an email regarding a campaign failing to publish then republishing the campaign again should resolve the issue. If you're seeing an unknown item error in a contact's campaign history, then reach out to support via phone/chat. We should be able to correct this issue on our end.

A/B broadcast stats are mirroring the stats of the winner email.

Broadcast
Last Updated: 03/07/2019

Issue Number: 1542771

Date Reported:
02/25/2019

Summary:
3/7/19 - The Development Team is continuing to investigate this issue and determine the cause and fix. When viewing the broadcast report of an A/B Split Test the winning email shows the same statistics (Opens, clicks, opt outs) for both the original email and the secondary email. The stats for the original email are correct. The stats for the non winning emails are also correct.

Alternative Solution:
There is not a workaround for this issue.

Emails are not displaying in mobile format on mobile devices

Last Updated: 03/08/2019

Issue Number: 1538828

Date Reported:
02/21/2019

Summary:
Friday, March 8th, 2019 8:00 am mst - We have identified a fix and are in the process of testing the solution. We are anticipating all applications will receive the update by early next week. If this issue was previously reported for your app, you may have received an email stating a change has been deployed. Please disregard this email as it was sent in error. Thursday, February 21st 2019 We are actively investigating the cause of emails not displaying on mobile format on mobile devices.

Verizon Media group(Verizon, AOL, Yahoo) email Deliverability

Last Updated: 03/11/2019

Issue Number: 1550662

Date Reported:
03/04/2019

Summary:
Monday, March 11th, 2019 - Currently the percentage of affected emails to Yahoo, AOL, Verizon is less than 1%. We continue to work towards 100% resolution. Please check back here for updates. Wednesday, March 6th, 2019 We have identified the cause as high spam rates being reported by the email recipients. This issue is causing some emails sent to Verizon domains to bounce. Once an email bounces, we will automatically attempt to resend the bounced emails every few minutes. As part of our mitigation efforts we have adjusted email volumes from the affected ip addresses and are reaching out to applications with high complaints rates with Verizon Media Group. Monday, March 4th, 2019 We are experiencing some mail loss from three of our email sender ip addresses to Verizon Media group domains (Verizon, AOL, Yahoo). We are actively working with Verizon Media Group to address the issue and implement remediation. Please check back here for updates.

Microsoft Email Deliverability

Last Updated: 03/12/2019

Issue Number: 1483817

Date Reported:
01/11/2019

Summary:
Tuesday, March 12th, 2019 - Currently the percentage of affected emails to Microsoft domains is less than 1% (hotmail/live/outlook etc). The issue affecting Optimum emails is on-going and has been decoupled from this issue. Wednesday, March 6th, 2019 Microsoft update: Over the past 24 hours we have seen less than 200 emails bounce and less than 2,000 delayed due to rate limiting. We continue to work towards 100% resolution. Tuesday, February 26th, 2019 9:00am mst We continue to work with Microsoft and Optimum for full resolution. Tuesday, February 19th, 2019 3:45pm mst We continue to work with Microsoft and Optimum for full resolution and continue to see reduction in mail loss. Monday, February 11th, 2019 10:00am mst We continue to work with Microsoft and Optimum for full resolution and continue to see reduction in mail loss. Tuesday, February 5th, 2019 9:00am mst We continue to work with Microsoft and Optimum for full resolution and continue to see reduction in mail loss. Friday, February 1st, 2019 We continue to work with Microsoft and Optimum for full resolution and continue to see reduction in mail loss. Monday, January 28th 12:00pm mst We continue to work with Microsoft and Optimum for full resolution and continue to see reduction in mail loss. Monday, January 22nd 5:00pm mst We continue to work with Microsoft and Optimum for full resolution and continue to see reduction in mail loss. Monday, January 14th 8:30am mst Mitigation efforts are in progress with the Microsoft domains and we have seen significant reduction in mail loss. We are continuing to work with Optimum and anticipate an update within 48 hours. Friday, January 11th 8:00am mst We are actively investigating some emails bouncing with Optimum and Microsoft domains. Our Email Operations team has been in contact with each company and are taking steps to reduce the impact to our customers. We are continuing to monitor and work through these issues and are aiming to have full resolution ASAP.

Optimum Email Deliverability

Last Updated: 03/12/2019

Issue Number: 1562646

Date Reported:
03/12/2019

Summary:
March 12th, 2019 We are continuing to work towards resolution with Optimum not accepting all emails from the infusionmail domain. Please check back here for updates.

Merge fields are added as {{ contact.first_name }} in sent emails

Broadcast
Last Updated: 03/15/2019

Issue Number: 1567352

Date Reported:
03/15/2019

Summary:
We are actively investigating the cause of some emails are not merging information when sent. Instead the merge field shows in double curly brackets in the email received by the contact

Keap Applications: Appointment link does not update if the User's name is updated

Main Nav
Last Updated: 03/20/2019

Issue Number: 1432987

Date Reported:
11/30/2018

Summary:
Keap Applications: The appointment link does not update if the User's name is altered/changed after the appointment setup has been completed.

Email Builder: Group Block Images not loading/Text not wrapping/not displaying in mobile format

Last Updated: 03/20/2019

Issue Number: 1537497

Date Reported:
02/20/2019

Summary:
Friday, March 8th, 2019 8:00 am mst - We have identified a fix and are in the process of testing the solution. We are anticipating all applications will receive the update by early next week. If this issue was previously reported for your app, you may have received an email stating a change has been deployed. Please disregard this email as it was sent in error. Bard Emails: Group Block Images not loading/Text not wrapping/not displaying in mobile format

About this page 

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

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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.