Sort:   Filter:

Keap Mobile App Comms tab showing persistent unread notification with no unread items

Issue Number: 2829943

Issue Status: Support Researching

Date Reported:
09/21/2022

Estimated Resolution Date: 10/12/2022

Summary:
We have received a few reports of users experiencing a notification on the comms tab of their Keap Mobile App that will not clear even though it appears there are no unread messages. We are currently investigating the reports of this issue.

Alternative Solution:
No current work around at this time.

Product Line: Keap

Checkout page Unable to get to checkout from button

E-Commerce

Issue Number: 2832087

Issue Status: Support Researching

Date Reported:
09/23/2022

Estimated Resolution Date: 10/14/2022

Summary:
We have found that on Checkout forms if you use the "Link to checkout" option on the forms it only refreshes the page and does not take you to the checkout page Note this only affects new Checkout Forms, not previously published forms.

Product Line: Max Classic

Some Keap Mobile Android users cannot make outbound calls

Issue Number: 2837112

Issue Status: Support Researching

Date Reported:
09/27/2022

Estimated Resolution Date: 10/18/2022

Summary:
September 27th 2022 12:25 PM PST Our development team believes they have identified the cause of this issue and are working to get it corrected. We've also determined this should only impact Android users which have a mobile operating system of Android 12 or higher. September 27th 2022 11:00 AM PST We have received several reports that attempting to make outbound phone calls using the Keap Mobile App is failing. Our development team is investigating this issue.

Product Line: Keap

Tags are not applied from landing pages (legacy) under specific circumstances

Campaign Builder

Issue Number: 2856068

Issue Status: In Progress

Date Reported:
10/18/2022

Estimated Resolution Date: 11/8/2022

Summary:
11/18/2022 9:35 AM MST Our developers are still working on a fix for this issue. We will have another update soon 10/18/2022 8:56 AM MST We have received reports that tags are not applied from legacy landing pages, when a global tag and tag from a virtual field option should be applied at the same time . We are investigating.

Product Line: Keap & Max Classic

Increasing the quantity on the shopping cart and order forms in Max Classic sometimes doesn't work

E-Commerce

Issue Number: 2865725

Issue Status: Support Researching

Date Reported:
10/28/2022

Estimated Resolution Date: 11/18/2022

Summary:
When a person is trying to increase the quantity of a product on the shopping cart, sometimes all of the objects on the page disappear and the page shows an error loading content instead. On order forms sometimes when a person tries to update the quantity, the qty field reverts the number back to one.

Product Line: Max Classic

Keap: Some Custom Fields on the Custom Field settings page show a value for "This field is being used to store data by X contacts" which does not match contact list filter results

Issue Number: 2868591

Issue Status: Support Researching

Date Reported:
11/01/2022

Estimated Resolution Date: 11/22/2022

Summary:
We have been made aware of an issue in Keap where sometimes the information shown on the custom field settings page when viewing a custom field, "This field is being used to store data by X contacts", does not always seem to line up with contact list filter results. For example, the page may say that the field is being used to store data for 5 contacts, but when filtering the contact list in app to contacts that have the field filled no results appear. We are looking into this issue further.

Product Line: Keap

Some payments made with the Stripe merchant account cannot be refunded

Issue Number: 2876647

Issue Status: Support Researching

Date Reported:
11/10/2022

Estimated Resolution Date: 12/23/2022

Summary:
We have received reports of users being unable to refund some payments which were made via the Stripe merchant integration within Keap Pro/Max/Max Classic. In Max Classic, the refund will show as Skipped with a message of "null". In Pro/Max, you will see an error when trying to process the refund which reads "Something went wrong and we couldn't refund your order. Please try again." We are currently investigating the cause of this issue.

Alternative Solution:
There is no current work around for this issue at this time. Users can process the refunds outside of Keap if needed (through their Stripe account), but they cannot be initiated within Keap at this time.

Product Line: Keap & Max Classic

Keap Pro/Max: Unable to add a manual credit card payment directly to invoices with recurring items

Issue Number: 2877413

Issue Status: Support Researching

Date Reported:
11/11/2022

Estimated Resolution Date: 12/2/2022

Summary:
When attempting to add a manual payment directly to an invoice with a recurring item while viewing the invoice in Keap Pro/Max, the pop-up to add the payment is currently not displaying the fields for entering a credit card. We are currently investigating this issue.

Alternative Solution:
Users can go to the Sales->Invoices page directly, and then click the "Add a payment" link in the top right. In the pop up, they can choose the contact they want to add the payment for, and choose the invoice they want to add it to. This will allow manual payments to be processed. This can also be done from the contact's record by clicking "More" and then on Add payment, invoice, or quote->Add a payment. The same pop-up will appear, and the payment can be processed the same way.

Product Line: Keap

SOME APPS: Unable to send or reply to texts

Issue Number: 2876634

Issue Status: Support Researching

Date Reported:
11/10/2022

Estimated Resolution Date: 12/23/2022

Summary:
Text messages get stuck in the Sending animation, or display an error message saying the message was not sent, regardless if they are for existing contacts or new texts for numbers not in their application. Seems to be occurring in Browser and Mobile apps.

Alternative Solution:
Text Message Broadcast should be able to be used as an alternative.

Product Line: 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