Recurring Invoices paid on Checkout forms with PayPal Smart buttons fail to transact on the next bill date due to Paypal data not transferring to the recurring order information
Issue Number: 3149477
Issue Status: Support Researching
Date Reported:
11/17/2023
Estimated Resolution Date: 11/20/2023
Summary:
11/17/23
3:28PM
We have found that in Max/Pro apps, Recurring Invoices paid on Checkout forms with PayPal Smart buttons fail to transact on the next bill date due to Paypal data not transferring to the recurring order information
Alternative Solution:
None
Product Line: Keap
Some KBL messages fail when the KBL number isn't 10DLC registered
Issue Number: 3069454
Issue Status: In Progress
Date Reported:
07/20/2023
Estimated Resolution Date: 8/10/2023
Summary:
9/14/23 11:00 AM POST
Our development team, and other teams, have made several product updates and communications to ensure users are aware of industry changes with local phone numbers and 10DLC registration. Many users have successfully registered their phone numbers and are no longer experiencing this issue. Work is continuing to register any remaining users and to improve the registration process for future users.
8/8/23 5:45 PM PST
Thank you everyone for your patience. our development team is still working with our carrier to resolve this issue. Updates will be provided here as they become available.
7/20/23 3:13 PM PST
When an application uses a local phone number for their KBL, and their number isn't 10DLC registered, then some messages are not received. Our development team is aware of this and are working towards a solution.
Alternative Solution:
This issue shouldn't happen to all messages so a possible workaround is for customers to resend the message.
Product Line: Keap
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
Keap Mobile: Unable to log into Mobile App
Issue Number: 3110530
Issue Status: Support Researching
Date Reported:
09/22/2023
Estimated Resolution Date: 10/13/2023
Summary:
When users type in their email to log into their mobile app, they are logged out.
Alternative Solution:
Log into desktop or use another device that allows Touch Id
Product Line: Keap
Some verified KBL Numbers cannot text to T-Mobile
Issue Number: 3131486
Date Reported:
10/25/2023
Summary:
10/30/23 5pm MST
Update: We are still working with our Carrier on this issue.
We are aware of an issue with our text messaging service where some verified local KBL numbers are still having trouble sending messages to customers who use T-Mobile or its affiliates as their carrier. We are working with our providers to resolve this issue.
Product Line: Keap
Some Toll-Free Keap Business Line Numbers are Temporarily Unable to Send Text Messages
Issue Number: 3142433
Date Reported:
11/08/2023
Summary:
We are aware of an issue with our text messaging service where some Toll-Free Keap business Line numbers are unable to send text messages while they are pending verification. We are working with our provider to quickly restore this functionality and provide a clear indication of each phone number's Verification status and ability to send text messages.
Product Line: Keap
Clicking Request review in the lower left corner of the Reviews dashboard widget displays an empty pop up that will not close
Issue Number: 3087858
Issue Status: In Progress
Date Reported:
08/17/2023
Estimated Resolution Date: 9/28/2023
Summary:
11/17/2023 8:29 AM MST
Our developers are continuing to investigate and determine the root cause of this issue. Another update will be provided as soon as the cause is found
10/24/2023 12:55 PM PST
Our developers are still investigating to determine the cause of this issue
08/17/2023 9:27 AM PST
We have received reports of clicking the Request review in the lower left corner of the Reviews dashboard widget, displaying an empty pop up that will not close. We are investigating.
Alternative Solution:
The best workaround is to use the Copy link option in the lower right corner of the widget, and send an email to the contact containing the link
Product Line: Keap
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/Pro - emails being delivered to Outlook on Windows stretch out the appointment button
Issue Number: 3117028
Issue Status: Support Researching
Date Reported:
10/03/2023
Summary:
6/47 PM
10/3/23
We have found with our primary email builder if you use the appointment button, it will be stretched in Outlook emails on Windows computers.
Alternative Solution:
None
Product Line: Keap
Merge Defaults do not work in New Email Builder
Issue Number: 3151884
Issue Status: Support Researching
Date Reported:
11/21/2023
Estimated Resolution Date: 1/2/2024
Summary:
11/29/23
After investigating this issue, we found that the merge defaults only work for the old builder. They are not compatible with the new builder. The workaround to use defaults is to use the dynamic content section under the marketing column and create a default merge field.
When a user has their merge default set to a specific term, if that merge field is blank in the new email builder, it does not show what is set in the merge default settings. For example, if a user has the merge default for first name set to "Friend" in the new email builder if a contact's first name field is blank when the email is sent out, that field will be empty instead of showing "Friend."
Alternative Solution:
Use Dynamic Content under the marketing column to create merge defaults.
Product Line: Keap & Max Classic
Accessing Convrrt 2.0 landing page builder doesnt load the builder unless you toggle to mobile and back to desktop
Issue Number: 3161387
Issue Status: Support Researching
Date Reported:
12/04/2023
Estimated Resolution Date: 1/15/2024
Summary:
When accessing the Convrrt 2.0 landing page builder once you pick a template or start from scratch the builder loads a white page like its trying to load but never does.
Alternative Solution:
When the builder gets to the loading page click the mobile option at the top and click back to desktop to load the builder.
Product Line: Keap & Max Classic
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 |