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Email addresses using the protonmail domains; pm.me, were inadvertently added to the Restricted Domains list

Broadcast

Issue Number: 2788206

Issue Status: Done

Date Reported:
08/09/2022

Estimated Resolution Date: 8/30/2022

Summary:
8/11/22 9:55AM All affected addresses are now updated. 8/9/22 11:09AM Email addresses using the protonmail domains; pm.me, were inadvertently added to the Restricted Domains list. This prevents sending to all these addresses and marks them as Opt-out: System. We are in the process of removing the block and updating any existing contacts to Unconfirmed (sendable) status. Updates will be posted here. 3:00PM Update: The protonmail/pm.me domains have now been removed from the Restricted Domains list. New contacts and unaffected will now send correctly (unless restricted due to other individual factors per address). We are continuing to process affected existing contact addresses. Update to follow.

Product Line: Keap & Max Classic

Keap Mobile App: Invoice links are sometimes sending to incorrect contacts via text conversations

Issue Number: 2788366

Issue Status: Support Researching

Date Reported:
08/09/2022

Estimated Resolution Date: 8/30/2022

Summary:
We have been made aware of an issue that occurs where a text invoice may be sent to the incorrect contact if specific steps are taken in the mobile app. If you create a new text conversation, and you send an invoice in that conversation without first sending any other messages, the message with the link to the invoice itself may be sent to a contact in a previous text conversation instead. We are currently investigating this.

Alternative Solution:
The workaround for this is thankfully straight forward. If you open a new text conversation in the mobile app and you send a normal text in the conversation before you go through the process to send the invoice, the invoice will send correctly. The issue will only occur if a new conversation is opened and the invoice being sent is the first communication in the new conversation.

Product Line: Keap

Manually updating the credit card on a Recurring Payment in Keap does not save changes to the name on the card

E-Commerce

Issue Number: 2824718

Issue Status: Support Researching

Date Reported:
09/15/2022

Estimated Resolution Date: 10/27/2022

Summary:
We have been notified of an issue with updating credit card information in Keap Recurring Payments. When updating the card information on a Recurring Payment via the Sales->Recurring Payments page or via the Contact Record->Sales->Recurring Payments area, we have found that the name on the card does not update, but the rest of the card information does update correctly. If the name on the card does not need to be changed when updating the card on file, then users will not need to be concerned about this issue. If the name on the card does need to be changed when updating the card on file, users will need to follow the workaround listed below.

Alternative Solution:
At this time, if a user needs to manually update the card on file for a Recurring Payment in Keap and they need to put a different name on the card, they will need to mark the recurring payment inactive, and create a new Recurring Payment and either manually enter the new card information themselves or send it to their contact/customer to enter their new card information. This will generate a new recurring payment with the new card information to be billed going forward.

Product Line: Keap

SOME APPS: Unable to publish some Landing Pages

Issue Number: 2827908

Issue Status: Support Researching

Date Reported:
09/19/2022

Estimated Resolution Date: 10/10/2022

Summary:
Unable to publish some Unlayer Landing Page when going through the normal click steps. There are reports of the LP Builder redirecting Users back to the Dashboard when trying to publish an LP or republishing an already published LP.

Product Line: Keap

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 reports are not opening and showing "We were unable to retrieve the results"

Marketing

Issue Number: 2831696

Issue Status: Support Researching

Date Reported:
09/23/2022

Estimated Resolution Date: 10/14/2022

Summary:
September 26th 8:30 AM PST We are still investigating the cause of this issue. We've found that navigating to CRM > Settings and resaving the page should resolve the issue. September 23rd 2022 3:20 PM PST The deployment of our fix has been completed. Some initial testing suggests there may be more work that needs to be done. We will post another update when it becomes available. September 23rd 2022 12:45 PM PST We have a fix which is currently being deployed. We are expecting to have this issue resolved very soon. September 23rd 2022 11:22 AM PST Our developers are investigating the cause. September 23rd 2022 10:00 AM PST When users try to open some reports, they are directed to the dashboard and see a banner at the top which says "We were unable to retrieve the results you were looking for. Please try again."

Alternative Solution:
Navigate to CRM > Settings and click save.

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

Legacy internal, web forms, and landing pages are throwing 640 errors

Campaign Builder

Issue Number: 2837765

Issue Status: Support Researching

Date Reported:
09/27/2022

Estimated Resolution Date: 10/19/2022

Summary:
6:00 PM 9/27/22 We have found that in some apps legacy forms (internal, Landing page, and web forms) are throwing 640 errors.

Alternative Solution:
Goto CRM>Settings and Save page. Note this might only be a temporary fix.

Product Line: Max Classic

Button links in Emails built with the New Email Builder in Keap are not applying tags or tracking

Marketing

Issue Number: 2840058

Issue Status: Support Researching

Date Reported:
09/29/2022

Estimated Resolution Date: 10/20/2022

Summary:
Update Thursday 9/29/2022 12:50 pm PHX It has been determined that the scope of this issue is much smaller than initially believed. We have downgraded the priority on this issue as it is only affecting contacts viewing these specific emails through a Windows based Microsoft Outlook desktop client. We will continue to work on resolving this issue going forward. We have received reports of Button links not applying tags or tracking for emails built with the New Email Builder in Keap. We are currently investigating this issue.

Alternative Solution:
To work around this, users will can change the buttons which tag contacts in their emails built with the new email builder into normal text links which tag the contacts.

Product Line: Keap

Chrome users are unable to add new blocks into legacy email broadcasts

Broadcast

Issue Number: 2840143

Issue Status: Support Researching

Date Reported:
09/29/2022

Estimated Resolution Date: 10/20/2022

Summary:
September 30th 2022 3:56 PM PST Our development team is continuing to investigate this issue. We're seeing other software companies reporting similar behavior to Google after the most recent Chrome update. There's a very strong possibility that this issue is being caused by a defect in Chrome. September 29th 2022 8:54 AM PST We have identified that Chrome users which have updated their browser to the most recent version (106.0.5249.62) are unable to add blocks to a legacy email broadcast. Our development team is currently investigating this issue.

Alternative Solution:
The legacy email builder inside campaign builder and advanced automations do not experience this issue. Until this is resolved we recommend using campaign emails instead.

Product Line: Keap & Max Classic

Unable to cancel Keap appointments via the email link

Issue Number: 2830692

Issue Status: Integration

Date Reported:
09/22/2022

Estimated Resolution Date: 10/13/2022

Summary:
In Keap when a contact clicks the red "Yes, cancel it" button to cancel their appointment it fails. The contact sees a "There was an issue cancelling the appointment, please try again in a few minutes" banner at the top of the page.

Product Line: Keap

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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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Priority

Priority is used to estimate resolution time:

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