Issue Number: 3539291

Date Reported:
11/13/2025

Summary:
Update 11:35am MST - We have identified the root cause of the issue and are actively working on a fix. When attempting to load the Sales tab from the main Keap navigation, users are instead redirected to the Dashboard and unable to access the Sales sub-menu. This seems to only affect apps with Keap Pay enabled.

Alternative Solution:
- Users can revert back to Max Classic UI by navigating to Settings -> General Application Settings and toggling "Enable Keap Ultimate Navigation?" to "No"

Product Line: Keap Pro/Max

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: 3481229

Issue Status: Support Researching

Date Reported:
04/22/2025

Summary:
08/13/2025 – 10:00 AM In the past week, we’ve seen encouraging progress with Microsoft’s handling of our mail. More messages are being accepted, and the volume of permanent (hard) bounces has decreased. In many cases, Microsoft is now issuing temporary (soft) bounces with rate-limit responses, which typically deliver on retry. While these improvements are promising, individual users may still see similar levels of impact if their sending practices are not fully compliant. Microsoft’s filtering remains strict, but it has stabilized and become more consistent. We continue to see higher filtering on high-risk IP groups, with some spillover to lower-risk IPs—especially those sharing reputation space with higher-risk senders. This collateral impact is decreasing but not yet resolved. Microsoft maintains a zero-tolerance policy toward violations, and their enforcement reflects this stance. Ongoing Root Causes Key factors contributing to these deliverability challenges include: -Sending to invalid or outdated addresses -Triggering spam traps -Generating high complaint rates -Sending large volumes to unengaged contacts (most significant) These behaviors damage overall sending reputation and now affect even historically lower-risk traffic. Our Remediation Efforts To improve deliverability, we are implementing restrictions on sending to unengaged contacts. Beginning in mid to late August, any contact without engagement in the past 18+ months will no longer be sent email from the Keap email Network. More details and timelines will be sent via email in the coming weeks. We appreciate your continued commitment to sending best practices and supporting our work to restore full deliverability with Microsoft. If you have questions or need help with engagement strategies or compliance, please reach out to our team. 07/08/2025 9:00AM Microsoft continues to strictly enforce its updated sending requirements, which officially took effect on May 5, 2025—though we began seeing enforcement as early as February. While we initially made meaningful progress with improved acceptance rates across the Keap network, a recent, unrelated issue led to a significant spike in unsolicited mail targeting Microsoft users. This setback impacted our overall network reputation and delayed further progress. Currently, Microsoft’s filtering behavior remains volatile—changing by the hour—and users may experience varying levels of impact based on their individual sender reputation. While the most severe filtering continues to occur on high-risk IP groups, we’re also seeing collateral impact on lower-risk IPs, especially those adjacent to or sharing reputation space with higher-risk senders. Microsoft is holding a zero-tolerance stance on policy violations, and their enforcement reflects this posture. Root Causes of Ongoing Issues The key drivers behind these deliverability challenges continue to be: -Sending to invalid or outdated email addresses -Hitting spam traps -Generating high complaint rates -Most significantly, sending large volumes to unengaged contacts These behaviors degrade our overall sending reputation and are now affecting even traditionally lower-risk traffic. What We’re Doing We are actively investigating and addressing these issues across the network. As part of our remediation efforts, we are implementing new safeguards to limit sending to unengaged contacts beyond a defined period of inactivity. More details and timelines on this change will be communicated via email in the coming weeks. We appreciate your continued efforts to follow sending best practices and support our work in restoring full deliverability with Microsoft. Please don’t hesitate to reach out if you have questions or need guidance on engagement strategies or compliance. 05/14/2025 8:30AM We are continuing to experience delivery issues across the network. Late yesterday, Microsoft provided some relief for low-risk IPs; however, they are not granting any leniency for high-risk IPs(121+ days with no engagement contacts). Below is their response to our delisting request: "These IP(s) have previously received mitigations from deliverability support, and have failed to maintain patterns within our guidelines, so they are ineligible for additional mitigation at this time. Please note: This outcome indicates behavior that misses standards" Microsoft is maintaining a strict stance, with near-zero tolerance for any infractions. This approach aligns with the updated requirements that officially took effect on May 5, 2025, though we began seeing signs of enforcement earlier. The primary root causes of these issues include: -Sending to invalid email addresses -Hitting spam traps -Generating abuse complaints -Most significantly, sending high volumes of email to unengaged contacts These ongoing poor practices have carried over and are contributing to sending issues even on the lower-risk IP ranges. We are continuing to investigate and address these issues to improve deliverability. 04/30/2025 12:45PM Last week and over the weekend, Microsoft granted us a temporary reprieve for IPs within the low-risk pools. As a result, we've seen a significant drop in bounce rates—down to nearly zero—except for isolated cases involving users who are not following email best practices. However, we're still experiencing notable delivery issues across the high-risk IP ranges. These issues primarily affect mail sent to contacts who have not engaged in 121+ days, as well as to leads who have never interacted with any emails during their time in a user’s app. While Microsoft did reduce bounce rates across these high-risk groups over the weekend, the current levels may shift following the big sending volume days of the start of the week—Tuesday being our highest-volume day. We continue to address the root causes on our side. These include: -Excessive spam/abuse reports from Microsoft recipients, -High volumes of mail sent to invalid or deactivated addresses, -Large-scale sends to unengaged users, -And mail hitting Microsoft-managed spam traps. We are proactively identifying the worst offending users in these areas and requiring them to undergo a thorough review and overhaul of their sending practices. This includes improvements in list management, content relevance, opt-in transparency, and overall adherence to email compliance standards. As we take corrective action across more users, we’re seeing gradual improvements and incremental IP delistings from Microsoft. While we still have work to do, we are seeing early signs that our efforts are having a positive impact. We will continue to share updates as we gather more data and monitor progress. 04/22/2025 We are currently experiencing delivery challenges affecting emails sent to Microsoft-hosted domains (including @hotmail.com, @outlook.com, @live.com, and @msn.com) from several of our shared IP addresses. Impacted messages are being blocked by Microsoft’s filtering systems, resulting in permanent delivery failures (hard bounces). Issue Summary The majority of these delivery blocks are occurring on our high-risk IP addresses. These IPs typically serve senders who are mailing to unengaged recipients—those who have not interacted with messages in over 120 days. The primary driver of the IP reputation issues is mail sent to unengaged users that are either: - Reporting the messages as spam or abusive, or - Associated with spam traps. We are also observing similar, though less severe, delivery issues on some lower-risk IPs. Current Status We are actively engaging with Microsoft to address this issue. However, their diagnostic feedback does not currently align with the data observed on our end, and discussions are ongoing to reconcile these discrepancies. A temporary improvement in deliverability was noted on April 17 and 18, but the issue has since reverted to previous levels. In the meantime, we are implementing enhanced monitoring across the network and proactively flagging accounts that: - Generate high volumes of bounces, - Receive excessive abuse complaints, or - Trigger spam trap hits. Accounts identified with problematic sending behaviors—particularly toward Microsoft domains—are being required to take immediate remedial action. How to Identify Affected Emails Hard bounces related to this issue may include error responses such as: 550 5.7.1 Unfortunately, messages from [35.227.130.???] weren't sent. Please contact your Internet service provider since part of their network is on our block list (S3140). You can also refer your provider to http://mail.live.com/mail/troubleshooting.aspx#errors. [Name=Protocol Filter Agent][AGT=PFA][MxId=11BAFDC738C11B14] [CY4PEPF0000E9D3.namprd03.prod.outlook.com 2025-04-22T03:26:01.277Z 08DD7EE39EE752BC] What You Can Do Improving email deliverability across the network requires the collective effort of all senders. Please review your sending practices to ensure optimal list hygiene and recipient engagement. Specifically: - Send only to active and engaged contacts. Avoid mailing users who have not opened or clicked in the past 90–120 days. Maintain clean lists. Regularly remove inactive or bounced addresses. Industry standards suggest that 25% of email contacts become inactive each year. - Audit your opt-in process. Set clear expectations at the point of signup regarding: - - Who the emails will be from - - The nature of the content - - How frequently messages will be sent - - The value subscribers can expect - Honor opt-in expectations. Consistency between your stated practices and actual sending behavior builds trust and improves long-term engagement. We will continue to closely monitor this situation and provide updates as new information becomes available. Thank you for your cooperation and commitment to responsible email sending.

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: 3509474

Issue Status: Support Researching

Date Reported:
07/31/2025

Estimated Resolution Date: 8/21/2025

Summary:
When accessing an already published landing page, we have seen reports of the landing page builder showing a blank page with no content in it, as if it were a brand new landing page. The URL of the landing page will still be live and have content

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: 3528119

Issue Status: In Queue

Date Reported:
10/02/2025

Estimated Resolution Date: 10/23/2025

Summary:
We have identified some wording regarding the recurring payment end/final payment date that is inaccurate on the recurring payment banner for invoices and also when initially configuring a recurring payment. We are currently looking into correcting that wording regarding the end/final payment date and making it accurate and more clear for users. The end/final payment date is showing as one additional cycle/occurrence later. This is a visual issue with the text only and your recurring charges will still run for the correct amount of occurrences you initially set them to.

Product Line: Keap Pro/Max

Issue Number: 3523063

Date Reported:
09/17/2025

Summary:
When a user creates a task via the mobile application, it fails to display upon accessing the desktop version of the app.

Alternative Solution:
Create the task in the desktop version

Product Line: Keap Pro/Max

Issue Number: 3530563

Date Reported:
10/10/2025

Estimated Resolution Date: 10/31/2025

Summary:
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) 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: 3534353

Date Reported:
10/24/2025

Estimated Resolution Date: 11/14/2025

Summary:
We have identified an issue within the New Automation Builder where if users attempt to use the Set Field Value process and they select "Set field value" or "Overwrite field value" with a Text Area custom field, the save button does not function and does not save the configuration. We are currently investigating.

Alternative Solution:
Users can toggle off the new automation builder, then configure the Set Field Value process using the old automation builder and publish. They can then toggle the new automation builder back on to continue working on the rest of their automation. However, this will need to be done anytime a change is needed to that Set Field Value process, and once it is configured and published the value being set still does not appear in the new automation builder, but the process will still run and set/overwrite the field correctly once it is configured and published from the old automation builder.

Product Line: Keap Pro/Max

Issue Number: 3535106

Date Reported:
10/28/2025

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: 3536960

Issue Status: Deployed

Date Reported:
11/04/2025

Summary:
When calls are made using DataService.query to the CreditCard table, Keap Pay payment methods that show as valid in-app and are able to process payments will return a Status value of 1, indicating "Error" rather than the expected status of 3 ("Okay"). For users of iMember360 and other integrations that use this query as part of their card validation workflow, this results in Keap customers being unable to process transactions with Keap Pay through the integration.

Product Line: Keap Pro/Max

Issue Number: 3539654

Date Reported:
11/14/2025

Summary:
We have identified an issue where when toggled to the Max Classic interface and creating a new custom field through form settings, the field name displays a 150 character limit when it should actually display a 64 character limit. The correct limit for custom field names is 64 characters.

Alternative Solution:
None - this is a visual issue and the actual limit is correct at 64 characters.

Product Line: Keap Pro/Max

Issue Number: 3540802

Date Reported:
11/19/2025

Estimated Resolution Date: 12/10/2025

Summary:
We have received reports that some applications are having contacts encounter the error "There was a problem validating your checkout session. Order placement is cancelled. Please start over and place your order again" when they try and check out via the shopping cart. We are currently investigating these reports.

Alternative Solution:
If you are experiencing this in your application, please reach out to Customer Support via Chat or by Phone for further assistance.

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