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Keap Pro/Max: When deleting a pipeline stage and using the prompt to move the deals from that stage to a different stage, easy automation does not trigger when the deal is moved into the new stage.

Issue Number: 3108931

Issue Status: Support Researching

Date Reported:
09/21/2023

Estimated Resolution Date: 10/12/2023

Summary:
We have identified an issue where easy automation triggered by deals moving into a stage is not triggered when a a user deletes a stage from the pipeline, and uses the prompt to move the deals from that stage into a different stage. If deals moving into that new stage would normally trigger easy automation, it does not if these specific steps are taken. We are currently investigating this issue.

Alternative Solution:
The workaround for this would be to move the deals manually from the stage you want to delete into the stages where you want them to go prior to deleting the stage, if there are easy automations triggered by those deals entering the other stages.

Product Line: Keap

Classic: Report User Permissions Set at No Still Allows Access to Reports

Issue Number: 3073559

Issue Status: In Queue

Date Reported:
07/27/2023

Estimated Resolution Date: 8/17/2023

Summary:
When setting the permissions to "No" for "Can view: Marketing, Sales, Order, Referral Partner, and Administrative Reports", it is still allowing access to those reports in the Reports column.

Product Line: Max Classic

Pipeline deal activity history is not displaying converted, created, and sent invoices related to the deal

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

Payments made via Invoice or Checkout Form are not updating existing credit card records in Authorize.net

Issue Number: 3298917

Issue Status: Support Researching

Date Reported:
05/23/2024

Estimated Resolution Date: 6/13/2024

Summary:
We have identified an issue with CC Payments made via Invoices (Ultimate and Max, not affecting order forms or the shopping cart) and Check Out Forms (Max) are not updating the credit card record in the Authorize.net customer information manager (CIM). We are currently investigating this issue.

Alternative Solution:
- For Max Classic/Ultimate: Either have the customer update their CC info via order form or shopping cart, or inside of their Keap contact on the "Orders" tab, open the updated CC record and then click "Save". This will update the info on the Authorize.net CIM credit card record. - For Pro/Max: There is no current work around.

Product Line: Keap Pro/Max/Ultimate

Keap Mobile App: Scan business card feature interface is not displaying correctly

Issue Number: 3301277

Issue Status: Support Researching

Date Reported:
05/28/2024

Estimated Resolution Date: 6/18/2024

Summary:
We have identified an issue where the interface for the "Scan business card" option of adding a contact is not displaying correctly. It does seem that an image can still be captured and the functionality is there, but the interface makes doing so confusing. We are currently investigating.

Alternative Solution:
Currently no work around to fix the interface, but images can still be captured using the circle in the top left and can be chosen to be imported.

Product Line: Keap Pro/Max/Ultimate

Pro/Max: Keap Pay Transactions Don't go Through Invoices with a Future Date

Issue Number: 3301961

Issue Status: In Queue

Date Reported:
05/29/2024

Estimated Resolution Date: 6/19/2024

Summary:
When a user has Keap Pay and send out invoices that have a future dues on them, when a customer tries to pay them early they will get an error, "There was an error processing your payment".

Alternative Solution:
Have the user pay manually in the application, or change the due date.

Product Line: Keap Pro/Max

Delays in loading contacts in the mobile application

Marketing

Issue Number: 3266464

Issue Status: Support Researching

Date Reported:
04/05/2024

Estimated Resolution Date: 8/16/2024

Summary:
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

Adding new credit card on contact record triggers "Auth failed for 'Keap Payments'" error for apps not using Keap Pay

E-Commerce

Issue Number: 3303277

Issue Status: Review

Date Reported:
05/30/2024

Estimated Resolution Date: 6/21/2024

Summary:
For apps that previously connected to WePay through InfusionPay and are not connected to Keap Pay, adding a new credit card onto the contact record prompts an error to appear stating "Auth failed for 'Keap Payments'". This will not prevent the credit card from adding onto the contact record, and will not prevent that credit card from being used normally.

Product Line: Keap Ultimate

Pro/Max: Unable to Receive Voice Messages and Voicemail Notification

Issue Number: 3313647

Date Reported:
06/14/2024

Summary:
When a contact is leaving a voice message users are not getting a voicemail notification on their phone. And in the comms section of both mobile and desktop users are unable to access the voice message.

Product Line: Keap Pro/Max

Zoom integration button missing in Creating Appointment Links

Issue Number: 3314891

Issue Status: Deployed

Date Reported:
06/17/2024

Summary:
***This feature is currently under maintenance. We will notify you when there are updates. For now, this option is not available.*** When creating an Appointment Type with an online meeting the button to automatically add a zoom link has been removed as it was inserting the logged in user's Zoom link and not the Appointment owner's link.

Alternative Solution:
Manually paste the Appointment Owner's Zoom link into the provided edit field

Product Line: Keap Pro/Max

When Trying to Load Any Drop Down Field with Over 1K Values/Options the Page Crashes Showing, "Aw Snap!"

Issue Number: 3315610

Issue Status: In Queue

Date Reported:
06/18/2024

Estimated Resolution Date: 7/9/2024

Summary:
When a user has a field with over 1K values/options the list will not load, instead they will be reverted to a page with the error code: Status _Breakpoint.

Product Line: Keap Ultimate

Users with Limited Admin or Manager roles cannot see appointment types in My Day, or create new appointment types

Issue Number: 3323491

Issue Status: Support Researching

Date Reported:
06/28/2024

Estimated Resolution Date: 7/19/2024

Summary:
06/28/2024 12:20 PM MST Users with a Limited Admin or Manager role cannot see appointment types in My Day, or create new appointment types. We are investigating

Alternative Solution:
Making the user an admin

Product Line: Keap Pro/Max

Pro/Max: Unable to Pull List of Recurring Payments

Issue Number: 3326652

Issue Status: In Progress

Date Reported:
07/03/2024

Estimated Resolution Date: 7/24/2024

Summary:
When a user goes to their recurring payments page their list of recurring payments does not load on the page.

Product Line: Keap Pro/Max

Pro/Max: Unable to Download files Under Contact's Record the First Time

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

Keap Ultimate: The Task/Appointment reminder notification pop-up window does not appear in apps using the new Ultimate interface toggle

Issue Number: 3203030

Issue Status: In Queue

Date Reported:
01/19/2024

Estimated Resolution Date: 3/1/2024

Summary:
We have identified an issue with the new Keap Ultimate interface where the task/appointment reminder notification pop-up window does not appear. We are currently investigating this issue.

Alternative Solution:
Currently, the only way to get this reminder window to appear again is to toggle back to the Max Classic interface from the Ultimate interface.

Product Line: Keap Ultimate

Landing pages on Pro applications are not able to create additional pages/thank you pages

Issue Number: 3274694

Issue Status: In Progress

Date Reported:
04/17/2024

Estimated Resolution Date: 5/29/2024

Summary:
When attempting to make a new sub page in the Landing page builder, if you are doing so in a keap pro application, then there will not be the option to create additional pages/thank you pages

Product Line: Keap Pro/Max

Referral partner clicks and opt ins are sometimes not being tracked via mobile phone

CRM

Issue Number: 3135819

Issue Status: In Queue

Date Reported:
10/31/2023

Estimated Resolution Date: 12/12/2023

Summary:
11:32AM 10/31/23 We have found that if someone opts in via a referral partner tracking link via phone, the reports do not always register the clicks, nor do the partners appear on the contact records

Product Line: Keap Ultimate

Unable to load or view tasks within the Keap mobile app

Marketing

Issue Number: 3311435

Issue Status: Support Researching

Date Reported:
06/11/2024

Estimated Resolution Date: 7/23/2024

Summary:
Within the Keap mobile app, task previews display on the individual contact's activity feed card and nowhere else. Clicking on the Tasks card from the contact record will take you to a page that says "Whoops… Looks like we couldn't load any tasks." This same error message will display when loading the tasks tab directly.

Product Line: Keap Pro/Max/Ultimate

Keap Ultimate: Viewing sequence contact reporting results in the report displaying "An unexpected error has occurred" on the first attempt

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

When attempting to export a large number of contacts and fields in Ultimate, the email containing the download link does not send

CRM

Issue Number: 3232906

Issue Status: In Queue

Date Reported:
02/21/2024

Estimated Resolution Date: 8/31/2024

Summary:
02/21/2024 9:33 AM MST When attempting to export a large number of contacts and fields in Ultimate, the email containing the download link does not send. We are investigating

Alternative Solution:
The best workaround is to export contacts in smaller batches

Product Line: Keap Ultimate

Unable to Copy Link for Appointments

Issue Number: 3337266

Issue Status: In Progress

Date Reported:
07/19/2024

Estimated Resolution Date: 8/30/2024

Summary:
When clicking to copy the link of an appointment, even though the pop that the link was copied, when trying to paste in a browser tab the link will not appear.

Product Line: Keap Pro/Max

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.

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Click the title of a known issue to read more details including workarounds if they exist.

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Priority

Priority is used to estimate resolution time:

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