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API Settings disappearing from Admin Settings

Issue Number: 1841235

Issue Status: Deployed

Date Reported:
10/31/2019

Summary:
February 11, 2020: We are continuing to research this issue and will update this location with further details as they become available. November 21, 2019: We have observed cases where, in some situations, applications experience a temporary disappearance of the API settings from the admin section of the application. This can lead to API calls being rejected until the settings reappear.

Product Line: Infusionsoft

"Links" window in Drag and Drop builder cuts off the ability to insert and delete links when a link name is too long

Marketing

Issue Number: 2048032

Issue Status: Deployed

Date Reported:
05/19/2020

Summary:
We received a report that when using the "Links" button in the Drag and Drop builder to insert automation links into emails, the window is not able to be scrolled or resized and will cut off the insert and delete options if a link name is too long.

Alternative Solution:
At this time, the current workaround is to go to Marketing -> Settings -> Automation Links and edit any automation links with longer names so that they do not push features such as "insert" and "delete" past the edge of the window.

Product Line: Infusionsoft

RESOLVED: Landing Pages are not creating/updating contacts

Campaign Builder

Issue Number: 2061529

Issue Status: Deployed

Date Reported:
06/01/2020

Estimated Resolution Date: 6/1/2020

Summary:
June 1st 2020 2:00 PM All submissions have been cleared out of the queue and new submissions should be showing almost immediately. June 1st 2020 1:15 PM We are still seeing submissions in the queue backed up. We do not have and expected time for this to be completed at this time. We will update again once the queue is empty. June 1st 2020 12:15 PM The queue for the submissions is about two thirds complete. We currently are estimating that all Landing Page submissions will be caught up by 1:00 PM MST June 1st 2020 10:15 AM We have made the changes necessary. New Landing Pages can be created. Existing pages can be edited with access to changing the fields and tags. Contact data was not lost but there is a backlog of data that will take some time to work through. June 1st 2020 9:45 AM We have identified the cause of the issue and are making the necessary changes to get the issue resolved. Data from the submissions stopped transmitting around 12 pm May 30th 2020. June 1st 2020 8:15 AM Our Development teams are investigating this issue June 1st 2020 6:15 AM (MST) We are receiving reports of Landing Pages not creating/updating contacts. Also at this time you will not be able to edit existing Landing Pages fields and tags.

Alternative Solution:
Legacy Landing Pages and Web Forms can be used and will create contacts in the application.

Product Line: Infusionsoft & Keap

Sequences Not Being Skipped When Campaign Goal Achieved

Issue Number: 2076150

Issue Status: Deployed

Date Reported:
06/15/2020

Summary:
At least for some campaign setups, achieving a goal will not cause contacts to skip over sequences located between their active sequence and the goal.

Product Line: Infusionsoft & Keap

User Interface issues when using "Create a Custom Field..." option via the "Other" field snippet on Web Forms

Campaign Builder

Issue Number: 2086401

Issue Status: Deployed

Date Reported:
06/26/2020

Summary:
We have received reports of some user interface issues when designing a web form and using the "Other" field snippet to create a new custom field. It can still create the custom field, but the interface has text overlapping the "Field Name" field so text is partially obscured, the "Field Type" drop down does not visually reflect your selection in the drop down menu, and only the bottom "Save" button is functioning. Once the "Save" button is clicked, the field doesn't get added correctly to the web form, but it does still get created in the system. We are currently looking into these reports.

Alternative Solution:
After you fill out the fields for the new custom field and click the bottom "Save" button, If you close the blank window and then drag out another "Other" snippet onto the web form and then look in the drop down, you will see the custom field you created and can select it there.

Product Line: Infusionsoft & Keap

Emails created when using the "New" drop down at the top of the page display error when trying to add attachments

Marketing

Issue Number: 2090849

Issue Status: Deployed

Date Reported:
07/01/2020

Estimated Resolution Date: 7/16/2020

Summary:
July 13, 2020 We are currently testing a fix for this issue. July 1, 2020 We have received a report that when creating a new email in Keap by using the "New" drop down menu and selecting "Email" and attempting to add an attachment, the error "Sorry, something went wrong. Please try again. Your file type may not be supported".

Alternative Solution:
If you experience this issue, you can open an existing contact record in the application and click the "Email" icon. When the email appears, you can attach the file to this email, which will function without the error appearing. Once you have done that, you can attach files to emails without seeing the error until the next time you log out and log back in.

Product Line: Keap

Updating an existing contact via PUT with Rest API is not updating social_accounts fields on a contact record

Apps/API

Issue Number: 2090861

Issue Status: Deployed

Date Reported:
07/01/2020

Summary:
We have received a report that when using the REST API, if you are attempting to update a contact records social account fields using the PUT call, it is not updating those fields. If you are using the PUT call to create a new contact, it will fill in those fields, but it will not change the values of the fields on an existing contact.

Alternative Solution:
The PATCH call can be used to to update the social_accounts fields on a contact record and it will function correctly. More can be found on the PATCH call here: https://developer.infusionsoft.com/docs/rest/#!/Contact/updatePropertiesOnContactUsingPATCH_1

Product Line: Infusionsoft & Keap

Subscriptions due on 7/1/2020 charged on both 6/30 and 7/1

Issue Number: 2094772

Issue Status: Deployed

Date Reported:
07/06/2020

Estimated Resolution Date: 7/27/2020

Summary:
July 6, 2020: We have identified an issue where subscriptions with a 'next bill date' of 7/1 were charged both on 6/30 and 7/1. The issue appears to be specific to applicaitons in timezones east of UTC +0

Product Line: Infusionsoft

Actions on the Referral Partner Ledgers report does not honor input date range

Issue Number: 2050026

Issue Status: Deployed

Date Reported:
05/20/2020

Estimated Resolution Date: 7/16/2020

Summary:
July 13, 2020 We are currently testing a fix for this issue. May 20, 2020 When you run a referral partner ledger report and input a specific date range, if you select the Action > print referral partner ledgers, it doesn't respect the date range you input and instead only prints from the beginning of the month to the end of the month

Product Line: Infusionsoft

Favorites links open in a new window even when they are configured to open in "this window"

Issue Number: 2029963

Issue Status: Deployed

Date Reported:
05/01/2020

Estimated Resolution Date: 7/16/2020

Summary:
July 13, 2020 We are currently testing a fix for this issue. May 1, 2020 When setting up a favorites link, it can be set up to either open "this window" or "new window". Currently, regardless of the setting, it will always open in a different window.

Product Line: Infusionsoft

PayPal Button Not Appearing on Order Forms for Users Who Have Not Updated to PayPal Commerce/PayPal Smart Buttons

Issue Number: 2098879

Issue Status: Deployed

Date Reported:
07/09/2020

Estimated Resolution Date: 7/31/2020

Summary:
7/9/2020 8:00PM: We have identified an issue where applications which have not updated to the PayPal Commerce integration and are still using the old PayPal Express Checkout integration are experiencing an issue where the button to checkout with PayPal is not appearing on their order forms

Alternative Solution:
Update integration to PayPal Commerce, via E-Commerce --> E-Commerce Setup --> Payment Types

Product Line: Infusionsoft

Contact Record is left aligned In Keap

CRM

Issue Number: 2099835

Issue Status: Deployed

Date Reported:
07/10/2020

Estimated Resolution Date: 8/21/2020

Summary:
Contact Record is left aligned, This is just a visual issue. all functionality is still there.

Product Line: Keap

B2C Free Consultation template fails to load in landing pages

Campaign Builder

Issue Number: 2104500

Issue Status: Deployed

Date Reported:
07/15/2020

Estimated Resolution Date: 8/5/2020

Summary:
July 15th 2020 1:37 PM MST When attempting to use the B2C Free Consultation template in landing pages a "something went wrong" error appears and the template does not load

Product Line: Infusionsoft & Keap

Landing Pages Aren't Going Live or Publishing Changes

Issue Number: 2104697

Issue Status: Done

Date Reported:
07/15/2020

Estimated Resolution Date: 8/5/2020

Summary:
After publishing a campaign, the landing page doesn't go live. It shows a "page is not live error". This also appears to be impacting changes to a currently existing/published landing page. Changes are not going live even after publishing.

Product Line: Infusionsoft

Set field value in campaigns cannot be made ready

Campaign Builder

Issue Number: 2105300

Issue Status: Deployed

Date Reported:
07/16/2020

Estimated Resolution Date: 7/19/2020

Summary:
July 16th 4:27 PM MST Changes have been fully deployed and this issue is resolved for all applications. July 16th 2020 2:26 PM MST This issue has been resolved for some apps. We're still in the process of deploying updates. July 16th 2020 12:56 PM MST We have begun deploying changes which will continue for several hours. July 16th 2020 11:28 AM MST We expect to deploy changes which resolves this issue today. July 16th 2020 9:48 AM MST We have determined the root cause of this issue, and confirmed the fix has already been created. Our development team is working on a strategy to deploy changes as soon as possible. July 16th 2020 9:01 AM MST Our development team is aware of the issue and believe they have a fix already created. More details will be posted when they become available. July 16th 2020 8:28 AM MST When changing a set field value process from draft to ready, the process does not stay marked as ready. The set field value does not change to green, and when re-opening the process it still shows as a draft. Initial testing has confirmed that only the set field value campaign process is being impacted, and processes which are currently published are working.

Alternative Solution:
Avoid making updates to existing set field value processes if possible. If you're unable to wait until this issue is resolved, you can use a legacy action set in your campaign instead.

Product Line: Infusionsoft & Keap

Email status incorrectly set to Hard Bounced for some contacts

CRM

Issue Number: 2105675

Issue Status: Review

Date Reported:
07/16/2020

Estimated Resolution Date: 8/6/2020

Summary:
July 17th, 2020 11:00AM (Phoenix, Arizona) We have confirmed this has been resolved and the affected contacts have had their email status corrected. July 16th, 2020 1:15 PM (Phoenix, Arizona) We have found that from July 1st, 2020 forward, a small percentage of email addresses had been incorrectly classified as Hard Bounced. We have identified and fixed the issue so this will not affect any email address statuses moving forward. We are now working on identifying and reverting any email status updates in affected apps. We expect this to be complete by July 17th, 2020.

Alternative Solution:
There is no customer work around at this time, the email statuses are being corrected by our team.

Product Line: Infusionsoft & Keap

Unable to export some reports

Marketing

Issue Number: 2106570

Issue Status: Deployed

Date Reported:
07/17/2020

Estimated Resolution Date: 8/7/2020

Summary:
July 17th 2020 9:13 AM Attempting to export some reports, for example Email Broadcasts, or Sales Totals (By Product) directs users to a blank white page.

Product Line: Infusionsoft

Keap and Infusionsoft Service Disruption/Connection Issues

Main Nav

Issue Number: 2106996

Issue Status: Support Researching

Date Reported:
07/17/2020

Estimated Resolution Date: 8/28/2020

Summary:
July 17th 2020 4:39PM (Phoenix, Arizona) This issue has been resolved. Cloudflare is reporting all system are operational. July 17th 2020 3:11PM (Phoenix, Arizona) Cloudflare believes they have fixed the cause of this issue and are monitoring to make sure their systems are stable. July 17th 2020 2:50PM (Phoenix, Arizona) It appears that this was caused due to service outages/degradation with Cloudflare, which they have acknowledged and are working on at this time. Cloudflare is posting updates on their status page: https://www.cloudflarestatus.com/ July 17th 2020 2:30PM (Phoenix, Arizona) We are currently investigating reports of service interruptions/connection issues with the Keap and Infusionsoft products. Updates will be posted here as they are available.

Alternative Solution:
None at this time.

Product Line: Infusionsoft & Keap

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.

How to use

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

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.


Priority

Priority is used to estimate resolution time:

Priority SLA
Critical ASAP
Urgent 3 days
High 3 weeks
Medium 6 weeks
Low 8 weeks