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: 3266464

Issue Status: In Queue

Date Reported:
04/05/2024

Estimated Resolution Date: 5/30/2025

Summary:
02/06/25 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: 3413767

Issue Status: In Progress

Date Reported:
11/07/2024

Estimated Resolution Date: 11/28/2024

Summary:
There was a recent change with regards to how reports are accessed. This change has either caused or brought into focus an issue where, when a reports search has only one result, the Open Report option from the "more" (3 dots) button next to the report is inaccessible, being covered by the webpage's footer.

Product Line: Keap Pro/Max

Issue Number: 3416357

Issue Status: Review

Date Reported:
11/11/2024

Estimated Resolution Date: 12/23/2024

Summary:
On November 6th, changes to the reports page were implemented which resulted in rows no longer being clickable on the Reports page. Instead, users now have to click on the 3 dots to the right of the report name and open the report from that menu.

Product Line: Keap Pro/Max

Issue Number: 3452227

Issue Status: In Queue

Date Reported:
02/03/2025

Estimated Resolution Date: 2/25/2025

Summary:
In Ultimate apps with PayPal Smart Buttons enabled, $0 order forms may fail to submit, instead redirecting to an error page that states "Oops! looks like there's a little problem…". This issue occurs only when a newer Mobile Responsive theme is selected for the order form.

Alternative Solution:
Option 1: Change the theme on your $0 order forms such that it's not using a mobile responsive theme. If needed, new themes can be created by navigating to Ecommerce setup -> Order Form themes. This option will not work for apps using Keap Pay, as Keap Pay requires using a newer Mobile Responsive theme with any Order Forms. Option 2: If you do not wish to utilize the PayPal Smart Buttons, they can be turned off for the application under Ecommerce setup -> Payment processing.

Product Line: Keap Pro/Max

Issue Number: 3466826

Issue Status: In Queue

Date Reported:
03/12/2025

Estimated Resolution Date: 6/20/2025

Summary:
03/12/2025 2:26 PM MST Emails sent by the Send Notification step in an Easy Automation are sending hours after the email should send. We are investigating

Product Line: Keap Pro/Max

Issue Number: 3475988

Issue Status: Support Researching

Date Reported:
04/04/2025

Estimated Resolution Date: 4/25/2025

Summary:
We have identified an issue with the XMLRPC API call "ContactService.addWithDupCheck", where it will not set the value of Date type custom fields on existing contacts (if it finds one when dupe checking). We are currently investigating.

Alternative Solution:
Users would need to use other API calls to update the date custom field value on the contact, such as a ContactService.update XMLRPC API call for example.

Product Line: Keap Pro/Max

Issue Number: 3476717

Issue Status: Support Researching

Date Reported:
04/07/2025

Estimated Resolution Date: 4/28/2025

Summary:
When users set up using the new payments API integration Configuration and are trying to process orders using the PaymentMethodID instead of CreditCardID, they get an error code, "FAILED_VALIDATION." When you submit a ticket you will received an email verifying the issue is with PaymentMethod ID in your API call.

Alternative Solution:
Must use the CreditCardID instead of the PaymentMethodID in the REST V1 and XMLRPC calls

Product Line: Keap Pro/Max

Issue Number: 3481229

Issue Status: Support Researching

Date Reported:
04/22/2025

Summary:
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: 3473267

Issue Status: In Queue

Date Reported:
03/28/2025

Estimated Resolution Date: 4/18/2025

Summary:
When some users are navigating to their appointments they are unable to view or create Appointment Booking Links. They will get an error message saying, "Problem loading the calendar details for all active users. You won't be able to manage user's booking links at this time. Reload the page or contact support if the problem continues." Attempting to create a new booking link will proceed as normal until Step 3, where it errors. This issue has identical symptoms to CUS-11780, but may be caused by a slightly different root cause than we solved for in the original case.

Product Line: Keap Pro/Max

Issue Number: 3488250

Issue Status: Support Researching

Date Reported:
05/15/2025

Estimated Resolution Date: 6/5/2025

Summary:
In Classic, when users try to add a subpage into a landing page click the plus doesn't work. Additionally, the plus symbol displays 1/true before it.

Alternative Solution:
This issue does not occur when in Ultimate, so we recommend to toggling your application to Ultimate when needing to add subpages.

Product Line: Keap Pro/Max

Issue Number: 2991782

Issue Status: In Queue

Date Reported:
03/28/2023

Summary:
When trying to download a file under a records the first time, it will redirect to the home page. Will have to go back and try again for it to work.

Product Line: Keap

Issue Number: 3245339

Issue Status: Stage

Date Reported:
03/08/2024

Estimated Resolution Date: 4/19/2024

Summary:
We have identified an issue which occurs specifically when using the new Keap Ultimate interface. If you enter an automation and you view the reporting, then try to view the active contacts, queued contacts, or contacts that have gone through the sequence recently, the first time the application runs the report you are met with an error which reads "An unexpected error has occurred. If this problem persists please contact support". If you click the "Back to Campaign" link at the top of the page and try to view the report again, it will work correctly until you leave and re-enter the automation builder. We are currently investigating.

Alternative Solution:
If users click the "Back to Campaign" link at the top of the page and then try to view the report again, it will work correctly for sequences in the automation until they leave and re-enter the same automation, or a different one.

Product Line: Keap Ultimate

Issue Number: 3321934

Issue Status: In Progress

Date Reported:
06/26/2024

Summary:
If a user makes a change to an automation, and then clicks to exit the automation too quickly, the recent changes may not be saved.

Alternative Solution:
Wait until the "Saved at ..." appears before exiting the automation. This may take up to a minute.

Product Line: Keap Ultimate

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: 3469605

Issue Status: Support Researching

Date Reported:
03/20/2025

Estimated Resolution Date: 5/1/2025

Summary:
When adding a YouTube video link to a Video element in the new builder, occasionally users will encounter an error message stating "There was a problem trying to upload your image. Please try again.". Instead of the video thumbnail populating, the video element will display a loading icon.

Alternative Solution:
Remove the YouTube URL from the video element, then paste it in again. You may have to repeat this process several times, or wait a few minutes then try again because the error may be due to rate limiting.

Product Line: Keap Pro/Max

Issue Number: 3474744

Issue Status: Support Researching

Date Reported:
04/01/2025

Estimated Resolution Date: 5/13/2025

Summary:
When applying tags to a button or hyperlink in the new email builder, users experience lag when opening the dropdown or searching tags. This occurs in all app versions and will get worse as more tags are added to the app. The lag is barely noticeable when the app has a couple hundred tags, is obvious but usable when the app has a thousand tags, and interrupts a user's work when there are thousands of tags.

Product Line: Keap Pro/Max

Issue Number: 3468623

Issue Status: Support Researching

Date Reported:
03/18/2025

Estimated Resolution Date: 4/29/2025

Summary:
Quick Books is not connecting - err: something went wrong loading your current quickbooks online integration, please try again.

Product Line: Keap Pro/Max

Issue Number: 3428052

Issue Status: In Queue

Date Reported:
12/02/2024

Estimated Resolution Date: 1/14/2025

Summary:
When a broadcast is scheduled using the contact's time zone, the schedule time displays hours different than the actual scheduled time. Once the broadcast sends, the send time inside the broadcast report is still incorrect, but the send time on the broadcasts list corrects itself.

Product Line: Keap Pro/Max