Issue Number: 3358878

Issue Status: Support Researching

Date Reported:
08/21/2024

Summary:
09/03/2024 10:00 AM MST The block has been lifted for about 190 domains, but we're still working with providers in Australia to unblock the remaining domains. These remaining domains are listed here: https://docs.google.com/spreadsheets/d/1PEpYFX1QAHxfjmUWTIAKuZKYTELz2P8g 8/26/2024 9:20 PM MST The initial problem network was incorrect as they did not control the sending. We have worked with 5 networks to find the correct email provider that control the network doing all the blocking. We are now in contact with them now and working on the next steps to get this block lifted. 08/21/2024 10:20 AM MST We are currently seeing mail sent to the email network The Messaging Company in Australia is currently blocking mail based on our sending domain/address [email protected]. This is the bounce message you will see: 550 mfrm-502: Sender mailer_infusionmail.com blocked due to abuse\r\n This is affecting all mail to that network which 282 domains that they host/send mail for. We have already sent initial communications to them to request for additional information and for delisting. Currently we are awaiting their reply so do not have an ETA on resolution.

Product Line: Keap Pro/Max

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

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: 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

Issue Number: 3266464

Issue Status: In Queue

Date Reported:
04/05/2024

Estimated Resolution Date: 9/27/2024

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

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

Issue Number: 3314891

Issue Status: Support Researching

Date Reported:
06/17/2024

Estimated Resolution Date: 8/30/2024

Summary:
***This feature is currently under maintenance. We will notify you when there are updates. For now, this option is not available.*** ***8/5/24*** The resolution date for this to back up is 8/30/24 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

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

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

Issue Number: 3091343

Issue Status: Done

Date Reported:
08/23/2023

Estimated Resolution Date: 9/13/2023

Summary:
***CALL INTO SUPPORT*** When initially onboarding with Stripe through Keap, Keap will reach out to get the default currency of their account to give to Keap system. However, our system does not gather the currency change after connecting the application and Stripe. Therefore, when an order is processed through Keap, Keap will send the request parameter with the original currency and not the changed/preferred currency. After changing the currency, there needs to be a data change through the Keap development team. You will need to call into support and have this task done. Before the task is sent to the development team you will need the following: • Request parameter from Keap to Stripe showing the wrong currency (Can be found in Stripe) • Show the correct currency in the currency locale from e-commerce -> settings -> orders Once that information is obtained and provided to support the task will be sent up to our development to for the data change.

Product Line: Keap Pro/Max/Ultimate

Issue Number: 3355166

Issue Status: Review

Date Reported:
08/15/2024

Estimated Resolution Date: 9/5/2024

Summary:
2:15 PM MST: We have a temporary fix for this issue. As of now, we have reverted the automation list view back to the original view until we can fix the redirect error. When a user is in Ulitmate, they enter and exit an automation. If they try to navigate to another page, they will get this error: "signin.infusionsoft.com redirected you too many times." or they will get the login page in the application.

Alternative Solution:
Change the URL from keap.app to app.infusionsoft.com. Or leave the application and sign back in.

Product Line: Keap Pro/Max

Issue Number: 3340919

Issue Status: Support Researching

Date Reported:
07/25/2024

Estimated Resolution Date: 8/15/2024

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.

Alternative Solution:
Keap Support can disable the multiuser appointment booking links feature. This allows all users to create and manage their own booking links, but prevents ALL users from being able to use the new multiuser feature to view others' booking links and appointment types.

Product Line: Keap Pro/Max

Issue Number: 3376053

Date Reported:
09/15/2024

Summary:
We are seeing issues with the complaints report on the Email Health Widget on the dashboard and in the Recent Complaints report. In these reports there are contacts showing multiple spam complaints that are listed as being from the Provider and they occurred on the same date. This is also causing a spike in the Spam complaint rate on the Email Health widget. We are currently looking into this issue.

Alternative Solution:
There is no known workaround at this time, but these false complaints will not cause email compliance tickets. Additionally, we will not shut off the ability to send emails for apps with excessive complaints due to this issue.

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: 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

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

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: 3346764

Issue Status: Support Researching

Date Reported:
08/02/2024

Estimated Resolution Date: 9/14/2024

Summary:
When a newer Keap Public Form is set up with the option "Redirect to URL" on form submission, that form will submit, but fail to redirect properly when filled out using an iPhone. If popups are fully blocked, this may look like nothing happened after clicking "submit". If popups are at least partially enabled, it will show that a popup has been blocked or work as intended. So far this behavior seems to be limited to iPhones, as we were not able to replicate with popup-blocker browser extensions. Visitors can redirect as intended by allowing popups.

Product Line: Keap Pro/Max

Issue Number: 3288246

Issue Status: In Queue

Date Reported:
05/07/2024

Estimated Resolution Date: 6/18/2024

Summary:
When attempting to view email broadcast reports via Comms>Email Broadcasts with the Ultimate toggle enabled, if the accessing user is not an admin then the report will instead redirect to the home page

Product Line: Keap Ultimate

Issue Number: 3341755

Issue Status: Support Researching

Date Reported:
07/26/2024

Estimated Resolution Date: 9/30/2024

Summary:
07/26/2024 11:57 AM MST Unable to move a custom field to a new tab when editing a custom field in Ultimate. We are investigating

Alternative Solution:
The only workaround is to disable Ultimate temporarily in order to move the custom field to a new tab

Product Line: Keap Pro/Max

Issue Number: 3357984

Issue Status: Support Researching

Date Reported:
08/20/2024

Estimated Resolution Date: 10/1/2024

Summary:
We are aware of an issue that is preventing some users from being able to log into the Max Classic mobile app after they have enabled 2FA on their Max Classic accounts. These users are seeing an error message in the mobile app telling them they do not have the correct login credentials.

Alternative Solution:
The Max Classic mobile app will be sunset later this year. We advise mobile app users to migrate to using the Keap Mobile App instead.

Product Line: Keap Pro/Max