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 Development

Date Reported:
04/05/2024

Estimated Resolution Date: 10/3/2024

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: 3314891

Issue Status: In Queue

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.*** **9/27/24*** This feature is still under maintenance. We are still working on getting this backup. ***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: 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: 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: 3377548

Issue Status: In Progress

Date Reported:
09/17/2024

Estimated Resolution Date: 10/8/2024

Summary:
9/30/24 10:08 AM MST Updating this because the issue is not only happening with text message, other actions that would trigger a push notification is not happening. For example, push notifications for public forms submissions, appointments, easy automation, etc. When a user has a contact sending them an text message through their KBL they are not receiving a text notification on their mobile device.

Alternative Solution:
Will have to check in the mobile or desktop if a user received a text

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: In Queue

Date Reported:
06/11/2024

Estimated Resolution Date: 10/3/2024

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: 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

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: 3384889

Issue Status: Support Researching

Date Reported:
09/27/2024

Estimated Resolution Date: 11/8/2024

Summary:
When using the new email builder in the automation builder, if a Legacy Email Template is shown under templates and the preview button of the template is clicked, then the preview will not be displayed

Alternative Solution:
the Email Broadcast builder under the Marketing Tab still shows the preview as intended

Product Line: Keap Pro/Max