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Unknown Item error causing campaign processes to fail

Campaign Builder

Issue Number: 1819188

Issue Status: Deployed

Date Reported:
10/10/2019

Summary:
We are investigating the reason some campaign processes fail to run, and "Unknown Item" appears in a contact's recent campaign history. Initial research is leading us to believe this sometimes occurs when updates are being deployed. The campaign will run a backend check during the deployment and think there is a problem, so the campaign will mark itself as broken. While the campaign is in a broken state, some processes fail to run.

Alternative Solution:
Republishing the campaign will clear the error, return the campaign to a non broken state, and processes will begin running again. This has been confirmed during testing.

Product Line: Infusionsoft

Broadcasts are not showing the correct scheduled time on the broadcasts list, or in the individual broadcast report

Broadcast

Issue Number: 1869845

Issue Status: Deployed

Date Reported:
11/25/2019

Summary:
May 15, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. April 1st 2020 3:24 PM MST There are no new updates at this time. March 12th 2020 10:50 AM MST We have created and tested a fix for this specific issue. The underlying cause is related to other issues and changes which are still in progress. Once those are completed we will deploy the fix for this, along with other changes. February 18th 2020 1:59 PM MST Our developers are working to improve email reporting in multiple areas. This defect is included in that project. November 25th 2019 2:23 PM When scheduling a broadcast the time on the broadcasts list and the individual broadcast report do not match, even when the application time zone and the browser time zone do match. We are currently investigating this issue.

Alternative Solution:
Initial testing in Infusionsoft has confirmed that the time displayed on the broadcast list is always in Eastern time zone, and the times displayed in the individual broadcast report used the time zone selected in Admin > Settings.

Product Line: Infusionsoft & Keap

Quickbooks Online and Keap are not syncing

Apps/API

Issue Number: 1904605

Issue Status: Deployed

Date Reported:
12/27/2019

Estimated Resolution Date: 5/7/2020

Summary:
May 7, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 4, 2020 We are currently testing a fix for this issue. 3/30/20 11:30am MST The Development team is still working on the Fix. Keep an eye out here for updates as they become available. 12/27/19 2:30pm MST The connection says it has successfully synced but it really didn't sync.

Product Line: Keap

Task/appointment due date does not reflect the time chosen during the task/appointment creation process

CRM

Issue Number: 1931410

Issue Status: Deployed

Date Reported:
01/23/2020

Summary:
May 21, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. 4/10/20 4:31pm MST The Development team is still working on the resolution. Updates will be posted here as they become available. 1/23/20 2:27pm MST When creating a task or appointment via contact record, myday, and contact list view the time selected for due day is acting like it is being submited in EST and then is converted to the User timezone. So if you submit at noon and your user is set to MST then the appointment will display 2 hours prior to the time you selected.

Alternative Solution:
If the task/appointment was created via contact record, or myday then open teh task/appointment within the contact record to see the time you expected it to be at. If the campaign was created via the campaign builder the time listed in the contact record will be the time the campaign is set to.

Product Line: Infusionsoft

Order Form Thank You Page Attachment Snippet Throws Broken Link Error

E-Commerce

Issue Number: 1882296

Issue Status: Deployed

Date Reported:
12/05/2019

Estimated Resolution Date: 5/14/2020

Summary:
May 14, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 8, 2020 We are currently testing a fix for this issue. December 5, 2019 Order Form Thank You Page Attachment Snippet Throws Broken Link Error

Product Line: Infusionsoft

Some applications are still attempting to autocharge PayPal accounts on orders which have been cancelled through PayPal already.

Issue Number: 1948613

Issue Status: Deployed

Date Reported:
02/13/2020

Estimated Resolution Date: 4/16/2020

Summary:
May 7, 2020 We are investigating reports of this still occurring and we will readdress this again. April 14, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. April 10, 2020 We are currently testing a fix for this issue. February 13, 2020 Some Paypal payment plans are attempting to charge after agreement was cancelled.

Product Line: Infusionsoft

Fields show escaped text in a contact search, and when exporting contacts

CRM

Issue Number: 1954230

Issue Status: Deployed

Date Reported:
02/20/2020

Estimated Resolution Date: 5/7/2020

Summary:
May 7, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. March 25th 2020 1:59 PM MST We have made necessary adjustments and performing more elaborate testing. March 11th 2020 12:27 AM MST A fix has been developed for this issue, but during testing we found it was causing problems with phone number fields. We're working on making some adjustments before we release this fix. February 20th 2020 3:08 PM MST In CRM > Contacts, search results show escaped text (") for First Name, Last Name, Last 4 SSN, and Middle Name fields. If the contact is exported the CSV file contains escaped text for all fields except for website and drop downs.

Product Line: Infusionsoft

Enable simple left click reverts back to NO after changing to YES for some apps

Admin

Issue Number: 1973256

Issue Status: Deployed

Date Reported:
03/10/2020

Estimated Resolution Date: 5/14/2020

Summary:
May 14, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. April 24, 2020 We are currently testing a new fix for this issue. April 14, 2020 We are receiving new reports of this behavior still occurring and are reopening this issue to investigate it further. April 3, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. March 10th 2020 10:25 AM MST For some applications, the Enable Simple Left Click option at the bottom of the Admin > Settings page doesn't stay enabled when users click YES and SAVE. We are currently investigating the cause of this issue.

Product Line: Infusionsoft

Actions to change an Opportunity stage doesn't change when a win/lost reason is required

CRM

Issue Number: 1959560

Issue Status: Deployed

Date Reported:
02/26/2020

Estimated Resolution Date: 5/14/2020

Summary:
May 14, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. April 10, 2020 4:40pm MST The development team has moved onto testing the resolution. Updates will be posted here as they become available. February 26, 2020 When attempting to edit Opportunity stage via actions and there is a win/lost reason there is no way to select that reason so the stage move doesnt happen. But there is a success message which is incorrect.

Alternative Solution:
To change stage of an opportunity with a win lost reason you will have to access the opportunity record itself to see the reasons and save the record successfully.

Product Line: Infusionsoft

Voice broadcasts fail to send if the caller Id number uses area code 833

Broadcast

Issue Number: 1999966

Issue Status: Deployed

Date Reported:
04/03/2020

Estimated Resolution Date: 5/14/2020

Summary:
May 14, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 8, 2020 We are currently testing a fix for this issue. April 3rd 2020 2:00 PM MST If the Caller Id Phone Number in Marketing > Settings > Voice & Fax starts with 833, for example 1 (833) 123-4567, the voice broadcast will fail with an invalid number error. We are reviewing this issue to determine if there is a defect, or if that area code is being blocked.

Product Line: Infusionsoft

SOME APPS: Paypal not charging when using old Cart or order form themes with express checkout

E-Commerce Setup

Issue Number: 2003387

Issue Status: Deployed

Date Reported:
04/07/2020

Estimated Resolution Date: 5/28/2020

Summary:
May 28, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 8, 2020 We are currently testing a fix for this issue. April 7, 2020 Some applications have themes that have not been updated to a newer once since before out last PayPal integration enhancement. If orders are present with payments for PayPal and the notes read Transaction Id null, you will want to update your theme. No money was actually collected and payment will need to be collected is an alternative method.

Alternative Solution:
A new theme will need to be created and this will resolve the issue of contacts not being directed to PayPal. Upgrading to PayPal Commerce will also resolve this issue but you will still want to create a new theme to make sure the PayPal Smart buttons can be used.

Product Line: Infusionsoft

Orders prevent the payment of 0.01 when the order total ends in .99, .10, or .60 and falls between 64 and 100

Issue Number: 2010606

Issue Status: Deployed

Date Reported:
04/14/2020

Estimated Resolution Date: 5/7/2020

Summary:
May 7, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 4, 2020 We are currently testing a fix for this issue. April 14, 2020: We have identified an issue where orders do not allow full payment for orders between 64.99 and 99.99, inclusive, if the order total ends in .99, .10, or .60. Instead, users are seeing that the payable balance is 0.01 less than the expected value

Alternative Solution:
Users may add an "initial payment" of 0.01 for a set date using the "edit payment plan" option at the bottom of the order to force the system to allow charging the extra 0.01.

Product Line: Infusionsoft

Unable to send test voice broadcast from a campaign when the Voice element is not yet fully published

Issue Number: 2010723

Issue Status: Done

Date Reported:
04/14/2020

Summary:
April 14, 2020: We have identified an issue where voice broadcasts cannot be tested until they are completely published in a campaign.

Alternative Solution:
Publishing the campaign with the voice element readied will allow testing of the voice broadcast

Product Line: Infusionsoft

Web form and landing page date pickers display improperly on mobile

Issue Number: 2014205

Issue Status: Deployed

Date Reported:
04/17/2020

Summary:
May 15, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. April 17, 2020 We have identified an issue with how date pickers for date fields display on web forms and legacy landing pages when viewed on mobile devices. The date pickers remain functional, however they will either be cut off or the dates will align vertically rather than horizontally. Our developers are currently researching the cause. Updates will be posted as they become available.

Alternative Solution:
Dates can be typed in manually

Product Line: Infusionsoft & Keap

Quickbooks Online integration intermittently errors when you set it up

Issue Number: 2016401

Issue Status: Done

Date Reported:
04/20/2020

Summary:
May 9, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. April 20, 2020 When connecting QBO to Keap, users may encounter an error - "We could not complete your Quickbooks Online setup. Please try again."

Alternative Solution:
Try connecting again

Product Line: Keap

Some custom field types are not being created by set field values when included in campaigns imported from the Marketplace

Campaign Builder

Issue Number: 2018128

Issue Status: Deployed

Date Reported:
04/21/2020

Summary:
May 21, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. April 21st 2020 3:41 PM MST We have heard some reports and after initial testing have identified that some custom field types are not being created from campaigns imported from the Marketplace. Our developers are investigating the cause of this issue.

Product Line: Infusionsoft & Keap

Keap Mobile App occasionally throws Critical Error messages when on Android devices

Issue Number: 2021292

Issue Status: Deployed

Date Reported:
04/24/2020

Summary:
May 13, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. April 24, 2020: An issue has been identified where the Keap Mobile App for Android occasionally throws critical error messages on primarily login and logout screens.

Alternative Solution:
Uninstalling and reinstalling the application has been found to correct issues preventing access to the application

Product Line: Keap

Prev and Next buttons are disabled when viewing recipients before sending in the modern email builder

Broadcast

Issue Number: 2029350

Issue Status: Deployed

Date Reported:
05/01/2020

Estimated Resolution Date: 5/28/2020

Summary:
May 28, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 26, 2020 We are currently testing a fix for this issue. May 1st 2020 9:43 AM MST When building an email within the modern email builder, and after adding recipients, you're unable to switch between pages when viewing the recipients list, as the buttons are not clickable.

Product Line: Infusionsoft & Keap

Social snippet in Legacy email builder is not linking to Facebook

Issue Number: 2031905

Issue Status: Deployed

Date Reported:
05/04/2020

Summary:
May 21, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 4, 2020 We have identified an issue with he Social Snippet in legacy email builders When the snippet is configured to link to a Facebook ID, the links are not properly created, resulting in broken links. We are investigating the cause and will pos updates as they become available.

Product Line: Infusionsoft

Unable to move Deal Stage from Contact record

Issue Number: 2031973

Issue Status: Deployed

Date Reported:
05/04/2020

Estimated Resolution Date: 5/14/2020

Summary:
May 14, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 8, 2020 We are currently testing a fix for this issue. May 4, 2020 If a Deal is created by a campaign for a contact which had been added o the system via an API call, attempts to move the deals stage directly from the contact record produce an error. We are investigating the cause of this issue. More updates will be posted as they become available.

Product Line: Keap

Unable to send "Buy Now" links from opportunity records

Issue Number: 2032048

Issue Status: In Queue

Date Reported:
05/04/2020

Estimated Resolution Date: 6/15/2020

Summary:
May 4, 2020: We have identified an issue where users are unable to send buy now links directly from opportunity records.

Alternative Solution:
Users experiencing this issue will need to direct customers to order forms or a shopping cart instead of using the buy now link

Product Line: Infusionsoft

Application slowness and 502 errors

Issue Number: 2032547

Date Reported:
05/04/2020

Estimated Resolution Date: 5/5/2020

Summary:
May 4, 2020 10:41 PM PDT A deployment has been pushed out to update our monitoring and logging. Applications may experience intermittent slowness and/or 502 errors during this time; however these should resolve within 10 minutes of their occurrence. 10:24 PM PDT We are investigating reports of application slowness and 502 errors. Updates will be posted as they become available.

Product Line: Infusionsoft & Keap

Unable to open campaigns in some applications

Campaign Builder

Issue Number: 2032823

Issue Status: Deployed

Date Reported:
05/05/2020

Estimated Resolution Date: 5/5/2020

Summary:
April 5th, 2020 This issue has been resolved by our development team. April 5th, 2020 We have received reports that some applications are unable to open campaigns and are seeing an "Oops! looks like there's a little problem..." error page. We are currently investigating this matter and will post an update as soon as one is available.

Alternative Solution:
None at this time.

Product Line: Infusionsoft & Keap

Some Apps: Orders fail to receive payment plans when created with a "sale referral partner"

Issue Number: 2033748

Issue Status: Deployed

Date Reported:
05/05/2020

Estimated Resolution Date: 5/26/2020

Summary:
May 7, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 5, 2020: Users have reported seeing orders generated customer purchases appear with no payment plan attached - causing errors when attempting to process payments. Customers are seeing that they are redirected to a failed page when attempting to complete a purchase.

Alternative Solution:
Removing the 'sale referral partner' from the order appears to correct the issue once the order is already created, however, there does not seem to be a workaround once a customer has already clicked a tracking link.

Product Line: Infusionsoft

BuyNow opportunity link is producing an error

CRM

Issue Number: 2028072

Issue Status: Deployed

Date Reported:
04/30/2020

Estimated Resolution Date: 5/7/2020

Summary:
May 7, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 4, 2020 We are currently testing a fix for this issue. April 30, 2020 We have identified an issue when attempting to access BuyNow links created for Opportunity records. Attempts to load these links are currently resulting in errors. We are investigating the cause and working on a solution.

Alternative Solution:
Users experiencing this issue will need to direct customers to an order form, a shopping cart link, or send a quote instead of using the buy now link.

Product Line: Infusionsoft

Subscription not invoicing when using authorize.net

E-Commerce

Issue Number: 2029931

Issue Status: Deployed

Date Reported:
05/01/2020

Estimated Resolution Date: 5/4/2020

Summary:
05/06/20 5:00pm MST Fix was released to reported apps and we have confirmed the subscriptions have invoiced and continued like normal. Full deployment is going out tonight to all apps to prevent this from happening again. 05/06/20 9:00am MST We are continuing to investigate the issue. When updates become available they will be posted here. 05/01/20 4:50pm MST Issue reported to Development and started to be reviewed.

Alternative Solution:
Click the invoice button on the subscription that hasnt invoiced. This will create and charge the invoice that was missed.

Product Line: Infusionsoft

Subscriptions billed on back to back days

E-Commerce

Issue Number: 2044263

Issue Status: Deployed

Date Reported:
05/15/2020

Estimated Resolution Date: 5/15/2020

Summary:
May 18th 12:00 PM MST We have created the tag "Duplicated Subscription Invoice" and applied it to all contacts with subscriptions which created a duplicate invoice. To locate any affected contacts and their invoices: - Navigate to CRM > Contacts and begin a new contact search for the tag "Duplicated Subscription Invoice" - Open the contact record and click on the "Orders" tab - Subscription invoices are located under "Recent Recurring Charges. The invoices created by the issue will either be dated May 14 or May 15. A refund can be processed for the duplicate invoice by clicking on the date and then following the instructions to issue a refund from our help article: https://help.infusionsoft.com/help/issue-a-refund **Please note: some merchants do not support refunds through our integration. If your merchant service doesn’t allow this, you will need to refund the payments directly from your merchant service for funds to be returned. If you require any assistance in locating these invoices or have any questions, please reach out to our Support team. May 18th, 2020 8:00 AM MS Our engineers have cleared any duplicated invoices which were unpaid; preventing any future payment attempts. We have identified all duplicated invoices which successfully processed payments and are working to apply tags to the affected contacts. Once this is completed, we will be communicating with affected apps how to identify and refund these invoices. May 15th 2020 11:00 AM MST We have identified a small amount of applications that were affected by this issue and are working on a communication plan to make the users aware and the actions that need to be taken. There will be action needed on the duplicate orders in terms of a void, refund or credit. May 15th 2020 9:00 AM MST We have identified the cause of the issue and investigating to conclude what further actions need to be taken. Currently this has been identified as a one time event and no more back to back charges should occur. May 15th 2020 7:20 AM MST Our Development Team is currently investigating the issue. May 15th 2020 6:30 AM MST We have reports of Weekly and Monthly Subscriptions that have billed on back to back days.

Alternative Solution:
N/A

Product Line: Infusionsoft

Email status search returning incorrect results or error messages when searching with "Last Engagement" criteria

Issue Number: 2044419

Issue Status: Deployed

Date Reported:
05/15/2020

Estimated Resolution Date: 5/18/2020

Summary:
May 17, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. 5/16/2020 10:00pm MST: The deployment to resolve this issue is in progress, and is expected to complete in the next 2-8 hours 5/15/2020 9:50am MST: Our engineers have identified the cause of this issue and are currently working on a fix. 5/15/2020: We have verified that the Email Status Search has been returning error messages when "Last Engagement Date" criteria is set, or failing to return results within the date range selected when "Last Engagement Interval" criteria is set

Alternative Solution:
Currently, the only existing workaround is to export or manually run through the results of the full email status search (sorted by last engagement date) and manage contacts on a one-off basis

Product Line: Infusionsoft & Keap

Orders are failing to charge immediately when an application's time zone is set to certain time zones

E-Commerce

Issue Number: 2045021

Issue Status: Deployed

Date Reported:
05/15/2020

Estimated Resolution Date: 5/18/2020

Summary:
May 17, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 16 2020 10:00pm MST The deployment to resolve this issue is in progress, and is expected to complete in the next 2-8 hours May 16th 2020 4:00 PM MST Out of an abundance of caution, we are running additional tests to ensure the fix does not have any unintended consequences. We still plan to deploy a fix today after confirming the test results are successful, and we will post an additional update once we have a more concrete ETA for when the fix will be pushed out. May 15th 2020 7:55 PM MST We are in the process of testing a fix and expect to have a fix deployed tomorrow. We will post additional updates as they become available. May 15th 2020 4:42 PM MST Our engineers are confident on what needs to be fixed, but are discussing the best way to fix this issue. We know automation and receipts are still being triggered, so contacts should still be getting emails, products, etc, but there is the potential for a contact to get a successful payment message, when in fact their payment will fail. It is similar to a 1 day free trial. The order is created and triggers automation. The initial payment date and plan start date are set to tomorrow. When tomorrow comes and the payment is attempted it could be successful or fail. May 15th 2020 3:40 PM MST We have confirmed the reason orders are not charging immediately, is because the initial payment date and the plan start date are not being set to the current date. We are working to fix this as quickly as possible. As a workaround, the dates in the payment plan can be changed to today's date and the order should autocharge on it's own within a few hours. May 15th 2020 3:12 PM MST We've identified an issue where orders are not attempting to charge immediately. On orders submitted via forms, and likely some methods of API. This is occurring when an application's time zone is set to a specific option. For example, applications which are set to Syndey will experience the issue, whereas apps set to Phoenix time will not. There are likely other time zones which will experience this as well. This is a very high priority issue and we expect to have this resolved quickly.

Alternative Solution:
The dates in the payment plan can be changed to today's date and the order should autocharge on it's own within a few hours.

Product Line: Infusionsoft

Some KEAP Users unable to authenticate into applications.

Issue Number: 2050008

Issue Status: Deployed

Date Reported:
05/20/2020

Estimated Resolution Date: 5/28/2020

Summary:
May 28, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 26, 2020 We are currently testing a fix for this issue. May 20, 2020 Some KEAP application users are unable to login, with this error shows on user's screen AFTER they sign in into the Account Central page and attempt to go into their application. https://www.screencast.com/t/1FtgayCfROm4 "Oops! Looks like you tried to log in to an app for which you aren't a user. " We are diligently working on resolving this issue.

Product Line: Infusionsoft & Keap

Unable to log into applications, showing 'too many redirects'

Issue Number: 2050095

Issue Status: Done

Date Reported:
05/20/2020

Summary:
May 20, 2020 1:00pm: We have identified multiple applications which are experiencing and issue logging in. Users see a browser error indicating 'too many redirects'. We are currently looking into the cause of this issue.

Alternative Solution:
Currently there is no workaround to the issue

Product Line: Infusionsoft & Keap

Unable to open/edit emails in campaigns, receiving "Aw, Snap! Something went wrong while displaying this webpage" error message

Issue Number: 2051345

Issue Status: Deployed

Date Reported:
05/21/2020

Summary:
May 27th 2020 The team was able to find a solution to reduce the memory usage to help resolve the issue with being unable to edit/open emails in the campaign builder for users on the updated version of Chrome. This change will be available to your application within the next hour. Thank you all again for your patience while the team worked to get this solution out as fast as possible. May 26th 2020 Our team has been working on options for us to reduce the memory usage to help with the issue with being unable to edit/open emails in the campaign builder. We have identified a few options to improve the builder's memory usage to avoid the tab from crashing. We are testing those adjustments now, and will update everyone once the testing is completed/successful with the possible next steps. Again, thank you for your patience while we work to find a solution around Chrome's latest update. May 23rd 2020 We apologize for the inconvenience this issue is causing and we realize the roadblocks some users are experiencing from this. Since the issue was introduced by a Chrome update, it is additionally difficult to identify changes we can make to help resolve this problem. This behavior has been reported on other sites and platforms as well. We assure you that if we're able to make updates on our end, we will. This page will also be updated when more information is available. May 22nd 2020 6:08 PM MST Our developers are working to identify if there are changes we can make to prevent this issue. We believe this is occurring as the result of changes made regarding memory in the most recent Chrome version. May 22nd 2020 4:55 PM MST We are continuing to investigate this issue. May 21st 2020 11:34 AM MST Emails in the campaign builder can't be opened and will instead display an error message. We have had reports that since users have updated their version of Chrome they are no longer able to open/edit emails in their campaign builder. - Previous version: 81.0.4044.138 - Current version: 83.0.4103.61

Alternative Solution:
Since this is a memory related issue, some steps you can take to work-around this are: - Minimize the number of tabs, and Chrome windows which are open - Temporarily use a different browser such as Safari, Edge, Brave - Clearing cache and cookies regularly while working in the campaigns and email builders - Revert the Chrome version to a previous version. Here are a couple articles with more information: https://support.google.com/chrome/a/answer/6350036#rollback https://support.google.com/chrome/a/answer/7125792 We have had some reports that Chrome Canary is another browser that has seen success: https://www.google.com/chrome/canary/

Product Line: Infusionsoft

Last bill date and next bill date did not update on subscriptions which invoiced on May 14th and May 15th

E-Commerce

Issue Number: 2051306

Issue Status: Deployed

Date Reported:
05/21/2020

Estimated Resolution Date: 7/2/2020

Summary:
May 21st 2020 5:00 PM MST We have completed the work necessary to update the last bill date and next bill dates to the corrected values on the impacted subscriptions. May 20th 2020 2:39 PM MST We have received reports of the last bill date and next bill date not changing for subscriptions which invoiced on 05/14/2020 and 05/15/2020. The root cause of this issue has been fixed, and should not be occurring for new invoices. Our development team is working to identify the applications which were impacted and correct these dates so future subscription cycles charge correctly.

Product Line: Infusionsoft

Receivables and All Sales Itemized report are not pulling by correct time

E-Commerce

Issue Number: 2051573

Issue Status: Deployed

Date Reported:
05/21/2020

Estimated Resolution Date: 5/28/2020

Summary:
May 28, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 26, 2020 We are currently testing a fix for this issue. May 21, 2020 When pulling a Receivables or All Sales Itemized report the due dates will be displaying as 1 day prior.

Product Line: Infusionsoft

"Live chat" button missing in some Keap apps

Issue Number: 2024243

Issue Status: Deployed

Date Reported:
04/27/2020

Estimated Resolution Date: 5/28/2020

Summary:
May 28, 2020 A fix for this issue has been deployed. If you continue to experience an issue, please reach out to our Support team for further investigation and troubleshooting. May 26, 2020 We are currently testing a fix for this issue. April 27, 2020 In some Keap apps, the "Live chat" link is missing.

Product Line: Keap

Prices of products in existing action sets that create orders have been changed to $0.00

CRM

Issue Number: 2055110

Issue Status: Deployed

Date Reported:
05/26/2020

Estimated Resolution Date: 6/16/2020

Summary:
May 26th 2020 8:18 AM Phoenix time This issue has been resolved and the action sets affected by it should now have the product prices showing the original amounts. May 26th 2020 7:00 AM Phoenix time We have received a report that the issue of previously existing action sets in the application which create and charge orders to customers having the product prices set to $0.00 has occurred again. We are currently looking into this.

Alternative Solution:
Currently there is no work around for this, however you can go into the action set and correct the price of the product being added on the order that the action set creates.

Product Line: Infusionsoft

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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.


Priority

Priority is used to estimate resolution time:

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