Issue Number: 3275175

Issue Status: Support Researching

Date Reported:
04/18/2024

Estimated Resolution Date: 5/9/2024

Summary:
We are currently investigating an issue where the activity history in a Pipeline deal is not showing activity lines for quotes being converted to invoices, invoices being created, and invoices being sent.

Product Line: Keap Pro/Max

Issue Number: 3505471

Issue Status: In Progress

Date Reported:
07/17/2025

Estimated Resolution Date: 8/7/2025

Summary:
August 8th 2025 3:00 PM PDT The Comcast and affiliates ISP has been Resolved. There are other ISPs that are being reviewed. If you experience this issue Still please reach out to our support team as we will need to capture data from you. and reporting the Known issue here will not allow you to provide more details. July 28th 2025 12:00 PM PDT Most users should no longer be affected by this issue. If you are still experiencing this issue, please reach out to Keap support and provide your ISP, the specific error you're seeing, whether the same error shows when visiting https://keap.app directly, and whether the issue still occurs when using incognito and if possible different devices on the same network. July 24th 2025 7:45 AM PDT The website unblocking request with Comcast was approved. Affected users should be able to access keap.app with the Advanced Security feature active within the next 48 hours. July 19th 2025 11:40 AM PDT After more investigation we've identified that security tools used by the affected ISPs have mistakenly categorized keap.app as malicious, and have blocked keap.app. We are working with them to remove this block and the malicious categorization of our domain as soon as possible. To work around this, please work with your ISP as necessary to allow traffic to keap.app domains in your ISP's Advanced Security settings. July 18th 2025 8:50 AM PDT We started receiving additional reports of the issue, indicating the workaround may not have resolved the issue. We are continuing to investigate. If you are still experiencing this issue, please reach out to your ISP to allow keap.app domains through Advanced Security on your account as a workaround, and assist with troubleshooting from their end. July 18th 2025 7:20 AM PDT As of 11:50pm last night, we mitigated the issue by proxying keap.app through another service provider. We re-tested with a Comcast Xfinity connection to confirm the fix. Please retest as this should theoretically resolve the issue. July 17th 2025 8:50 PM PDT We're continuing to investigate the cause of this issue and will be posting more updates tomorrow. July 17th 2025 5:45 PM PDT Our development team is looking into this issue and are opening a ticket with Google Support. July 17th 2025 4:50 PM PDT Users may find that they’re unable to login to their Keap application, seeing an error at the keap.app domain. The error message may vary between browsers, but will be some variant of ERR_SSL_PROTOCOL_ERROR in Chrome, or SSL_ERROR_RX_RECORD_TOO_LONG in Firefox. Users have been able to workaround this issue by connecting to a VPN, mobile hotspot, or in some cases turning off advanced security toggles in their ISP’s account settings. At this point, a definitive root cause is still unknown

Alternative Solution:
Using a VPN, mobile hotspot, or adjusting security settings within your ISP's account settings may help. This issue appears is related to Advanced Security feature of your ISP blocking the keap.app domain. Please consult with your ISP before turning off any account security settings that you're unfamiliar with. They should be able to assist with allowing traffic to keap.app domains without turning off Advanced Security all together. These resources may be helpful depending on your ISP https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security https://www.t-mobile.com/support/home-internet/advanced-cyber-security

Product Line: Keap Pro/Max

Issue Number: 3266464

Issue Status: In Development

Date Reported:
04/05/2024

Estimated Resolution Date: 10/31/2025

Summary:
02/06/2025 9:58 AM MST The team has continued to make incremental performance improvements to speed up the loading time of contacts in the mobile application. Additional improvements will be released in the coming months 05/30/2024 11:14 AM MST The performance improvements that were included in the 2.9.16 release did not resolve the issue. Our developers are working to create a new fix to address this issue 05/16/2024 11:46 AM MST A fix to improve performance will be included in our next release with app version 2.9.16 04/05/2024 9:14 AM PST We have received reports of user experiencing delays in loading contacts in the mobile application. We are investigating

Product Line: Keap Pro/Max

Issue Number: 3522677

Date Reported:
09/16/2025

Summary:
When a tries to view or submit a ticket in the developer portal they will be redirected to a blank page.

Alternative Solution:
First, log in to your Account Central at https://accounts.infusionsoft.com. Once logged in, head over to the Developer Portal: https://developer.infusionsoft.com. Navigate to the “Get Support” section. From there, you can choose to "View My Tickets" or "Submit a Ticket". You’ll be able to manage all your support requests from that page.

Product Line: Keap Pro/Max

Issue Number: 3530563

Date Reported:
10/10/2025

Estimated Resolution Date: 10/31/2025

Summary:
Update 11/24: This issue still appears to be happening for certain apps. The development team is actively working to find a solution. Please still verify everything below before attaching new cases. Update 10/28: This issue should be resolved. Please contact Keap Support before attaching. Additionally, please reference KI 03535138 to help determine which issue you are experiencing. When attempting to make calls from the Keap Mobile App to contacts with valid phone numbers, certain apps are experiencing issues where the outbound call immediately fails, and an automated message plays stating that the call could not be completed. Reports have shown that this automated message may vary. Users experiencing this issue are able to successfully make outbound calls from the normal Keap desktop app. Please take note of the outbound routing number, generally a number starting with +1308 (US) or +1807 (CA), and share it with Keap customer support. This number should show as the dialed number when you attempt to make an outbound call from the Keap mobile app to one of your contacts.

Alternative Solution:
Outbound calls can be completed using the desktop app

Product Line: Keap Pro/Max

Issue Number: 3535106

Date Reported:
10/28/2025

Estimated Resolution Date: 11/18/2025

Summary:
Ultimate: The "Save Preferences" button does not function when editing user preferences in Users & Permissions

Alternative Solution:
Users can toggle from the Ultimate interface back to the Classic interface and edit these user preference settings there without any issues.

Product Line: Keap Pro/Max

Issue Number: 3535138

Date Reported:
10/28/2025

Estimated Resolution Date: 11/18/2025

Summary:
When users in the Keap mobile app attempt to initiate a call from an existing conversation, the phone receiver icon fails to respond to presses. When pressed, the button animates to grey but fails to initiate the outbound call flow. The tri-dot menu icon in the upper right behaves similarly. The back arrow icon is both unresponsive and may have display issues, overlapping both the phone number display and the contact icon in the upper left. This issue is only present on conversations in the Comms tab of the app; users are still able to make outbound calls from Contact records under the Contacts tab.

Alternative Solution:
For making outbound calls: - Initiate calls from the Contact record, under the Contacts tab of the mobile app - Initiate calls by For navigating back out of the conversation: - Use the "back" gesture or navigation icon native to your phone

Product Line: Keap Pro/Max

Issue Number: 3549400

Date Reported:
01/05/2026

Summary:
UPDATE: Please chat or call in to report this issue and provide if the onboarding setup has been completed or not, so we can clear the pending status to help get connected When users attempted to connect to Stripe between December 18th and 31st, their connection status remained stuck on “Pending,” and any attempt to reconnect redirected them back to their Keap dashboard.

Product Line: Keap Pro/Max

Issue Number: 3430899

Issue Status: Support Researching

Date Reported:
12/05/2024

Estimated Resolution Date: 1/16/2025

Summary:
When a user is toggled to Ultimate and they try to log out, they will get a brief 401 error pop-up message and be redirected to their application.

Alternative Solution:
Logout under the Classic interface

Product Line: Keap Pro/Max

Issue Number: 2402290

Issue Status: In Progress

Date Reported:
04/16/2021

Estimated Resolution Date: 5/29/2021

Summary:
4/16/21 5:53PM We have found that when you try to duplicate check a large number of contacts (150K+) the action will error out with an error "ERROR: Didn't process enough"

Alternative Solution:
Don't use multiple dupe check parameters and use only contacts that haven't been searched before to help shrink the number of contacts that the system has to search This is a visual issue. the duplicate check does work but visually provides an error. so if you process and see the error the dup check still worked.

Product Line: Keap Ultimate