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Wordpress Infusionsoft Landing page plugin isnt displaying any landing pages

Apps/API

Issue Number: 2117294

Issue Status: In Progress

Date Reported:
07/29/2020

Estimated Resolution Date: 8/19/2020

Summary:
7/8/2021 The development team is still working on a resolution for this issue. No ETA for resolution yet. 5/21/2021 The development team is still working on a resolution for this issue 12/07/2020 The Development team is still investigating this issue. 10/01/2020 The team will be addressing this issue in Q4 of this year. 7/29/2020 Some users are experiencing an issue with Wordpress Plugin: "Infusionsoft Landing Pages" not displaying any published Landing pages. and can not add new ones within wordpress.

Product Line: Max Classic

Manually sent confirmation emails in Keap sometimes contain the wrong user signature

Issue Number: 2256510

Issue Status: In Queue

Date Reported:
12/16/2020

Estimated Resolution Date: 1/7/2021

Summary:
The email confirmation template used when manually sending a confirmation email is stored in the Branding Center. Which is only accessible in Max Classic. The from email address on the template is configured to send from the contact's owner, but the signature is confirmed to send from a specific user. In some circumstances, this causes the from address and signature to be show different users.

Product Line: Keap

Some apps lead scores score activity doesnt show link click activity

CRM

Issue Number: 2288779

Issue Status: Support Researching

Date Reported:
01/15/2021

Estimated Resolution Date: 2/6/2021

Summary:
In some applications we are seeing lead score link click activity disappearing off the contacts history but the score count and flames still count the click. It just doesnt display anymore. the time frame to it falling off is less than a day. So if you have a contact that clicked a link and you see it in the recent activity but not in the score activity then it is related. If there is any questions please contact support to have the issue confirmed.

Product Line: Infusionsoft

Yahoo/AOL Email Rate Limiting

Broadcast

Issue Number: 2505632

Issue Status: In Progress

Date Reported:
08/12/2021

Estimated Resolution Date: 12/4/2021

Summary:
Update - Thursday 12/02/2021: Thank you for your patience as we navigate through Stage 4 with a focus of reducing engagement filters. Since our last update, all Yahoo! contacts that have engaged in 180 days or less are receiving mail. If you have a Yahoo! contact who has engaged in the last 180 days and is still not receiving mail, please contact support so that it can be investigated separately. We are not seeing any rate limiting from Yahoo! for contacts within that time frame. We are working towards being able to send email to contacts added in the last 30 days that are unengaged. As a reminder, engagement is tracked by a contact submitting a webform, opening an email or clicking a link in an email. This new cohort will be contacts who have done none of those things. We know from experience that mail to unengaged contacts has a higher likelihood of being rejected. Your continued efforts in sustaining list hygiene and best practices remains critical in our transition to Stage 5 - full volume delivery regardless of engagement status. The Keap team continues to work directly with customers to improve their email reputation by implementing best sending practices. Our next update will be Tuesday 12/7. Update - Tuesday - 11/30/2021: Thanks to some very encouraging results over the important Black Friday/Cyber Monday period, we’ve been able to move to Stage 4 out of 5 in the Yahoo! email acceptance resolution plan. During the holiday weekend, we saw no disruption in Yahoo! Email delivery to contacts engaged within 120 days. As a result, we have widened engagement filters from 120 days to 180 days for contacts with Yahoo-related emails (meaning any contact who has submitted a webform, opened an email or clicked a link in an email within 180 days) and will continue to monitor to see if Yahoo implements any throttling of mail. Use of these engagement filters are the defining strategy for Stage 4 of our resolution plan. Our resolution plan specifics include: Stage 4: Reduction of engagement filters used to maintain email reputation integrity. Stage 5: Issue resolved, Full volume email delivery (user behavior will continue to impact results) We will continue our filter expansion from most engaged to full volume assuming Yahoo acceptance rates remain high. Your participation in list hygiene and best practices remain crucial to our transition to Stage 5. We will also continue our ongoing work with all customers to align their email campaigns with best sending practices. As you create your 2022 email strategy please remember that email content, personal domain reputation, and recent engagement are still major players in deliverability. As your partner, rest assured Keap is doing their due diligence to resolve this issue as fast as possible. Our next update will be Thursday 12/2. Update - Friday - 11/26/2021: Since our last update we wanted to share some promising statistics regarding our progress with Yahoo! and Black Friday communications. We have been monitoring outbound emails and there has been no further throttling from Yahoo! A massive increase in deliverability has resulted in over 99% of emails being sent out across providers since midnight. Email content, personal domain reputation, and recent engagement is still a factor in deliverability. In order to maintain our positive reputation, we are delivering emails to contacts that have engaged in the last 120 days. Thank you to everyone who has taken the time to review their sending practices and list hygiene. This has helped immensely as we have worked to improve our standing with Yahoo!. Maintaining and improving our reputation is paramount in keeping our deliverability rates trending upward. Keap will continue to monitor Yahoo’s acceptance delivery rates and provide resources for its users. Our next update will be Tuesday 12/30. Update - Wednesday 11/24/2021: We have some encouraging news just in time for the holiday weekend! The Keap team has been working tirelessly on repairing our Yahoo! reputation. As of last night, we have made new progress with Yahoo!’s postmaster and believe that we will be able to reliably deliver email to contacts that have engaged in the last 120 days. This represents approximately 50% of our regular email volume. As a reminder, engagement is created when a contact: Submits a webform Opens an email Clicks a link in an email Email content and personal domain reputation are a factor, but overall we are seeing a significant boost in deliverability to Yahoo associated domains. We will continue to strengthen guidelines to ensure email best practices are met by all customers and work to further improve email reputation. Thanksgiving is almost here in the U.S., which means phone support will not be available on 11/25 and 11/26. Please be advised that 24/7 chat support will be available on those days and throughout the weekend as normal. To equip you for the holiday shopping season, we have created a convenient checklist to help you prepare your email campaigns, including a few things to do and not to do here. It was shared in our last update, but is something worth reviewing to prepare for Black Friday. Here is a link to that again for your convenience. https://pages.keap.com/rs/836-CLB-587/images/MS-11547%20Black%20Friday%20Checklist%20Update%20for%20Keap%20and%20Infu%20Newsletters.pdf Thank you for everyone’s patience and support as we have navigated this issue together. Our next update will be this Friday, November 26th. Update - Tuesday - 11/23/2021: We appreciate your understanding as we navigate Yahoo!’s email acceptance issue. We are still working closely with Yahoo to understand why they are not accepting email from Keap apps and these conversations are taking place at the executive level. Fluctuation in the volume and type of mail that Yahoo is accepting is expected. As we troubleshoot our way through this issue, we ask for your continued support. Black Friday and Cyber Monday represent one of the busiest sending periods, so it’s crucial we all take steps to ensure deliverability. Our email operations team will be monitoring the Yahoo acceptance issue as well as acceptance rates of other ESPs throughout the weekend as we work to get as much email delivered as possible. As we approach Thanksgiving here in the U.S., please be advised that 24/7 chat support will be available throughout the weekend. To help guide you through the important holiday shopping season, we have created a handy, concise checklist to help you prepare your email campaigns, including a few things to do and not to do here. https://pages.keap.com/rs/836-CLB-587/images/MS-11547%20Black%20Friday%20Checklist%20Update%20for%20Keap%20and%20Infu%20Newsletters.pdf Our next update will be Friday, November 26th. Update - Friday - 11/19/2021: Keap’s efforts towards resolving the Yahoo! acceptance issue are moving forward. In the last couple of days, we have seen a 40% increase in the number of emails accepted by Yahoo. This is off a low base so we have a ways to go but we have now moved to Stage 3 of our resolution plan. Yahoo is currently accepting emails for contacts that are double opted-in or those who have engaged within 10 days. Again, we thank you for your patience as we move towards a solution. We appreciate our dedicated partners like Adrian Savage and Evan Samurin, who continue to support our users during this challenging period. They recently went on Facebook LIVE and provided helpful tips for improving email deliverability. https://www.facebook.com/groups/keapusergroup/posts/5104616569559733/ ( Please feel free to join our group to view this video.) We encourage the utilization of these helpful tips and continued effort to use email marketing best practices. We continue to work every day to address customer accounts that could be negatively impacting our email acceptance rates and are working closely with ESP Postmasters to improve acceptance and inboxing our customer's emails. Our next update will be Tuesday, November 23rd. Update - Tuesday - 11/16/2021 Yahoo Rate Limiting: Resolving Yahoo’s email acceptance issue remains a priority here at Keap. We appreciate your patience as we continue to work with Yahoo to resolve this issue. We are seeing some progress as we navigate Stage 2 of our resolution plan and both the volume of email accepted by Yahoo and the percentage that is landing in contact inboxes is increasing We appreciate your continued efforts in tending to email list hygiene. Your efforts have been noticed and are a critical piece of our resolution plan and have supported advances made thus far. For some of you, the upcoming holiday season is an important period for your business and your ability to market to your prospects and customers. We do anticipate that email deliverability will remain an issue into this timeframe and encourage you to plan alternate means to reach contacts with Yahoo-related emails. To assist in identifying those contacts, we’ve compiled a Google Sheet listing affected domains. There has also been confusion over when we mark contacts as unmarketable and, therefore, will not deliver emails to them. Currently, the standard is that contacts become unmarketable if they have not opened or clicked on an email or have not submitted a web form within 180 days. Because Yahoo’s current issue could lead to contacts becoming unmarketable by that definition, we are also working on a solution to tag contacts that may be affected so we can revert their status to marketable once Yahoo improves their email acceptance rates. We’ll provide a further update on Friday, November 19. Update - Thursday - 11/11/2021: Our email operations team has been working non-stop to address the ongoing Yahoo deliverability issues. Over the past few days we have seen a significant improvement in Yahoo’s acceptance of email directed at contacts that are double opted in and have engaged in the last 30 days or less. They are currently accepting 99% of this type of mail. This has pushed us into stage 2 of our resolution plan where we are working to expand the acceptance rates of mail to less engaged contacts. That work is ongoing. Our email operations team is also actively flagging Keap users whose email practices don’t align with industry best practices and we are working with those customers to improve their standards. We are also enacting tighter policies regarding acceptable email sending practices and, in some cases, freezing a customer’s ability to send email until they comply with those practices. Finally, we continue to develop a tagging plan to ensure that contacts don’t become unmarketable due to the continued delays. We will identify contacts in your database that may be affected by these deliverability issues and tag them so we can revert their status once this issue is resolved. You will be alerted before this happens. In the meantime, there are a variety of resources available that we encourage our customers to leverage. Adrian Savage, a Keap partner, has graciously stepped up to help. Many users have found success in using his product WeDeliver to reroute mail sent to affected domains until this issue is resolved. Getting these deliverability issues resolved remains a top priority for us. We will continue to keep you informed as we navigate getting deliverability back to normal. You can expect our next update on Tuesday. Update - Monday - 11/08/2021: We continue to address email deliverability issues with Yahoo. Some good news, since our last update, we have progressed from stage 1 to stage 2 of our Yahoo deliverability resolution plan. We’ll have more detail on our stages coming later this week. In the meantime, we have an additional resource and recommendation to help you navigate the current challenges. We’ve identified affected domains that are associated with Yahoo’s email provider service and created a Google Sheet so that you can assess whether an individual domain is being impacted. As mentioned last week, we will be using this list to automatically tag any contacts that may become undeliverable so that we can reset them to a marketable status when the current issue is resolved. The details of that plan are being finalized and will be shared later this week. Finally, we recommend that all customers work with their contacts to request any emails they have sent be moved out of spam/junk folders. This tells providers like Yahoo that the email is wanted and increases the reputation score for the sender. Small steps like this can have a positive impact for the individual as well as Keap as a whole. Thank you for your continued patience and we’ll have further updates on Thursday, November 11, 2021. Here is a link to the Google Sheet mentioned https://docs.google.com/spreadsheets/d/1mhhUb1AX3eRRANzbOCMWbajY9APvuY0pC0NW-JFZNYQ/edit?usp=sharing Update - Wednesday - 11/03/2021: As promised, our team wanted to update you on the ongoing Yahoo Deliverability issue. This remains a top priority issue for us. As sales and marketing software providers we pride ourselves in adapting to the ever changing field of email marketing. Unfortunately, email blocking decisions made by email providers like Yahoo and others are not a new issue and periodically create issues for those in our industry. These decisions are often ambiguous and unannounced and recovering email reputation with these providers can be long and difficult. To improve email reputation, we have identified customers whose email practices don’t align with best practices and have suspended email distribution for them while we work to improve their email marketing. We are in the midst of adapting our delivery strategies to improve delivery rates as email service providers adjust their rules and tolerance levels regarding email engagement and complaints. Some customers have asked if the current issue will result in their contacts and leads being flagged as “unengaged” and as a result become non-marketable. Keap is monitoring these contacts and will ensure it does not affect your overall engagement score. We are working on a way to tag those with Yahoo! related domains so that we can ensure they don’t end up becoming non-marketable. We’ll provide further updates on the specifics of this process next week. As of now, no action on the contact record is required on your part. Our next update will be November 8th, 2021 Update - Thursday -10/28/2021: We appreciate your continued patience as we overcome the most recent deliverability issue together. We want to reiterate how dedicated we are to solving this issue. Our teams are continuing to work around the clock to serve you, our Customers. As email providers navigate through new standards implemented; we request your participation in enforcing email best practices such as: Quality- Content Integrity Cleansing your lists- Unsubscribers, Spam, Hard bounces, Stale subscribers Relationship - Frequency and Engagement Thank you to everyone who is doing their part to maintain their list as it allows our Team to focus on the issue at hand. If you need guidance in List Hygeine, please refer to the Articles and Steps mentioned in our earlier posts below. Keap is committed to providing you resources to help you adapt in the ever changing landscape of digital marketing. As your partner, rest assured Keap is doing their due diligence to resolve this issue as fast as possible. We currently do not have additional information to share but continue our promise of transparency. We will be providing an update by 11/3/21 at 5 pm MST. Update - Wednesday - 10/27/2021 Hello everyone. We just wanted to let you know that we've heard all your concerns about not releasing enough information regarding this issue. We also understand that this is impacting many of you. We don't have any updates at this time other than ensuring that we are continuing to work around the clock to flag and disable email capability for apps that are exacerbating this issue. As we've discussed previously Yahoo's Postmaster has shared with us a list of apps whose content they have flagged. They gave us this list as a personal favor to our Postmaster and we are using it to our advantage. I also wanted to take the time to thank each and every one of you who has taken steps to clean their list and look over their sending practices. It is very much appreciated. Our next update will be released Friday at 5 pm. Thank you for your understanding as we navigate this issue together.** Update - Wednesday 10/20/2021 1:45pm MST: Yahoo/AOL rate limiting has increased again and is in a very serious state. We continue to actively work with Yahoo on the issue and have had recent communication that has provided some insight into the current spike in deferred or delayed delivery for email to their network. While we are working on identifying some of the problem areas the best thing we can all do is make sure we are all using the best or practices when sending email. The way this will get fixed is to decrease the amount of Yahoo/AOL users that report spam to their postmaster, stop sending to unengaged addresses, stop hitting their spam traps, and don’t send mail with spammy content/subject lines. Update - Wednesday 9/15/2021 9:50am MST: We are working closely with the postmasters to get some relief on some of the limiting. Another update will be made when more information is available. We are currently seeing rate limiting on our email network related to any mail sent to Yahoo or AOL related domains. What this means is that mail to any recipient on the Yahoo/AOL network can see the delivery delayed for 30 minutes or more. Also, you could see an increase number of bounced mail in your app from mail sent to the related domains. In most cases we are seeing that the mail does deliver on successive retries however there are also some pieces of mail that do not deliver in the 12-hour time frame in which we make the retry attempts. This mail will not be sent after this time frame expires. Any address that is affected by the rate limiting will NOT see any changes to the email status so they will stay in a marketable status. We are working with the Yahoo postmaster to get the network back on track to get this resolved. We have already identified some problem users and working with them to fix the issues they are seeing as well. The IPs that where seeing the biggest impact have been removed from rotation to give our users the best chance to get their mail delivered as soon as possible.

Alternative Solution:
There is currently no workaround for this issue, but we are working to resolve it as soon as possible.

Product Line: Keap & Max Classic

New Email Builder Limitations

Campaign Builder

Issue Number: 2571755

Date Reported:
10/29/2021

Estimated Resolution Date: 12/31/2021

Summary:
Partners Note: Content Publishing is currently being worked on in Q4 for Email Templates. Templates created in the new builder will not be able to be exported/pushed as part of a Campaign to other apps. 1. Template migration - can I use existing templates in the new builder? Currently no but we have a project in progress to automatically migrate existing templates to the new builder. This is not a small lift and comms will be sent throughout Q4. 2. If I have a new user that I share a Campaign that uses templates from existing builders will it still work? Yes. Even though by default the existing builder is not in the Control Panel in a Campaign Sequence any Email Flow Items on the Canvas will automatically open and be editable in the builder it was created in. So effectively we are simply hiding the Builder rather than removing it. 3. Hosted File Download is missing. This was a missed requirement and is being expedited now - will be added in Q4 4. Tagging a contact that clicked a link is missing. This was known and is on the backlog for adding in Q4 5. Send a test email that is missing. This was known and we felt should not delay the release (workaround is to just send yourself a broadcast) and should be available in mid-Nov. 6. Sending from a custom address is not available This was deliberate as this had the potential for spoofed/fraudulent emails to be sent. We are working on implementing this around sending from a domain associated with the app - more to follow. 7. AB Testing is missing Usage stats showed less than 1% of Keap Pro/Max users use this. We are researching why this is a low utilized feature and will update when the findings are complete. This is a large effort to implement and if there are usability/discovery issues then we will address these before implementing. This is something we currently plan to add into the Max Classic edition (as usage is much higher). 8. Where are global fonts/settings Font type and other globals can be found in the 'Body' section in the right had navigation bar 9. What is Line 1, Line 2… Line 5 in the Contact Merge Fields? Line 1 and 2 are the Billing Address and Apt/Suite/Other fields off the Contact Record respectively. Lines 3,4 and 5 are not used. This is a defect and will be fixed ASAP. 10. Where are Campaign Merge fields in Campaign Builder? Campaign merge fields are not selectable in the builder but will resolve. If you copy them from another (old builder) template or type them in, they will resolve. This is on our backlog. 11. Campaign links cannot be accessed while looking at the email builder. 12. Custom merge fields are not supported. This is to be added in Q4

Product Line: Keap & Max Classic

Add to sequence Action is displaying incorrectly

CRM

Issue Number: 2580730

Issue Status: Review

Date Reported:
11/09/2021

Estimated Resolution Date: 11/19/2021

Summary:
When you click on the campaign tab in a contact record and click to add to sequence, This pop up is the window that is displaying incorrectly. This is just a visual issue. the functionality should be the same. the Save button is a little hard to click.

Alternative Solution:
You can try to zoom out in your browser to help with the display

Product Line: Max Classic

Promo Code field does not display on public Checkout Forms for apps with certain Keap edition

E-Commerce

Issue Number: 2583519

Issue Status: Support Researching

Date Reported:
11/12/2021

Estimated Resolution Date: 12/24/2021

Summary:
We are aware some apps are experiencing a display issue on public Checkout forms where the promo code field does not appear on the form even though the application is an edition of Keap that should have access to promo codes. We are currently looking into this.

Alternative Solution:
None at this time.

Product Line: Keap

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