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Pro/Max: Web Form Submitted goal is missing from new Advanced Automations and exiting automations containing the goal display a "Sorry, but your version of Keap does not support this" error when trying to access the goal

Issue Number: 3312501

Issue Status: In Progress

Date Reported:
06/13/2024

Estimated Resolution Date: 6/16/2024

Summary:
6/13/24 6:14pm MST A potential fix for this issue has been identified and has begun the testing/verification process. The next update will occur after this fix is tested. We have identified an issue in Keap Pro/Max where the Web Form Submitted goal is missing from new Advanced Automations and exiting automations containing the goal display a "Sorry, but your version of Keap does not support this" error when trying to access the goal. We are currently investigating.

Alternative Solution:
No current work around.

Product Line: Keap Pro/Max

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

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

E-Commerce

Issue Number: 3149477

Issue Status: Done

Date Reported:
11/17/2023

Estimated Resolution Date: 12/8/2023

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 Pro/Max

WordPress Official Optin Plugin cannot be downloaded

Marketing

Issue Number: 3195050

Issue Status: Support Researching

Date Reported:
01/11/2024

Estimated Resolution Date: 2/1/2024

Summary:
When users go to https://wordpress.org/plugins/infusionsoft-official-opt-in-forms there is a red banner at the top of the page which reads: This plugin has been closed as of January 19, 2024 and is not available for download. This closure is temporary, pending a full review.

Product Line: Keap Pro/Max/Ultimate

Pipeline deal activity history is not displaying converted, created, and sent invoices related to the deal

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

Unable to record new custom voicemail greeting in Keap Mobile app

Connected Apps

Issue Number: 3264124

Issue Status: Integration

Date Reported:
04/02/2024

Estimated Resolution Date: 4/23/2024

Summary:
In the Keap mobile app, click Settings -> My business line -> Voicemail greetings -> Add a custom voicemail greeting. The record button will either fail to respond, or switch to "record" and rapidly alternate between a number of seconds that it has been "recording" and a different count-up timer that shows the current MM:SS of the phone's clock time. Upon clicking to end the recording, it will state "Tap to play preview" and then include either the MM:SS or the recording time, depending on which one was showing when the button was pressed. The play button on this screen has no effect.

Product Line: Keap Pro/Max

Keap Pay customers are Unable to type letters into the postal code field when attempting to use an international credit card

E-Commerce

Issue Number: 3264017

Issue Status: In Progress

Date Reported:
04/02/2024

Estimated Resolution Date: 4/23/2024

Summary:
When using a card with letters in their zip code and keap pay as the processor, letters cannot be used for postal codes as it only accepts numerical characters

Alternative Solution:
all Zeros will work as a substitute for postal codes that include letters.

Product Line: Keap Ultimate

Payments made via Invoice or Checkout Form are not updating existing credit card records in Authorize.net

Issue Number: 3298917

Issue Status: Support Researching

Date Reported:
05/23/2024

Estimated Resolution Date: 6/13/2024

Summary:
We have identified an issue with CC Payments made via Invoices (Ultimate and Max, not affecting order forms or the shopping cart) and Check Out Forms (Max) are not updating the credit card record in the Authorize.net customer information manager (CIM). We are currently investigating this issue.

Alternative Solution:
- For Max Classic/Ultimate: Either have the customer update their CC info via order form or shopping cart, or inside of their Keap contact on the "Orders" tab, open the updated CC record and then click "Save". This will update the info on the Authorize.net CIM credit card record. - For Pro/Max: There is no current work around.

Product Line: Keap Pro/Max/Ultimate

Keap Mobile App: Scan business card feature interface is not displaying correctly

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

Pro/Max: Keap Pay Transactions Don't go Through Invoices with a Future Date

Issue Number: 3301961

Issue Status: In Queue

Date Reported:
05/29/2024

Estimated Resolution Date: 6/19/2024

Summary:
When a user has Keap Pay and send out invoices that have a future dues on them, when a customer tries to pay them early they will get an error, "There was an error processing your payment".

Alternative Solution:
Have the user pay manually in the application, or change the due date.

Product Line: Keap Pro/Max

Delays in loading contacts in the mobile application

Marketing

Issue Number: 3266464

Issue Status: Support Researching

Date Reported:
04/05/2024

Estimated Resolution Date: 7/12/2024

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

Merging contacts causes payment methods for Keap Pay to be unusable

CRM

Issue Number: 3287287

Issue Status: Integration

Date Reported:
05/06/2024

Estimated Resolution Date: 6/21/2024

Summary:
06/12/2024 10:45 AM MST Our product team has identified the cause, and a solution to fix this issue without causing a failure when merging contacts. A fix is planned to be released by 06/21/2024 06/11/2024 4:48 PM MST We have discovered an issue with users being unable to merge contacts. That issue was caused by the fix we released for this issue. To remedy the new issue we discovered, we have rolled back the fix for this issue, and we have re-opened this issue. Our product team is investigating 06/10/2024 7:39 PM MST All Keap Pay payment methods that were unusable because of this issue have been fixed 06/06/2024 11:59 AM MST A fix has been deployed, and this issue should no longer occur moving forward. Our product team is actively identifying affected payment methods, and fixing those payment methods. Another update will be provided after all unusable payment methods have been corrected 05/23/2024 3:09 PM MST Our product team has identified the cause and are currently testing a fix 05/06/2024 11:37 AM MST Merging contacts causes payment methods for Keap Pay to be unusable. We are investigating

Product Line: Keap Pro/Max/Ultimate

Adding new credit card on contact record triggers "Auth failed for 'Keap Payments'" error for apps not using Keap Pay

E-Commerce

Issue Number: 3303277

Issue Status: Review

Date Reported:
05/30/2024

Estimated Resolution Date: 6/21/2024

Summary:
For apps that previously connected to WePay through InfusionPay and are not connected to Keap Pay, adding a new credit card onto the contact record prompts an error to appear stating "Auth failed for 'Keap Payments'". This will not prevent the credit card from adding onto the contact record, and will not prevent that credit card from being used normally.

Product Line: Keap Ultimate

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 Ultimate: The Task/Appointment reminder notification pop-up window does not appear in apps using the new Ultimate interface toggle

Issue Number: 3203030

Issue Status: In Queue

Date Reported:
01/19/2024

Estimated Resolution Date: 3/1/2024

Summary:
We have identified an issue with the new Keap Ultimate interface where the task/appointment reminder notification pop-up window does not appear. We are currently investigating this issue.

Alternative Solution:
Currently, the only way to get this reminder window to appear again is to toggle back to the Max Classic interface from the Ultimate interface.

Product Line: Keap Ultimate

Changes in new email builder can fail to save most recent changes when quickly clicking "Save and Exit"

Marketing

Issue Number: 3274874

Issue Status: In Queue

Date Reported:
04/17/2024

Estimated Resolution Date: 5/30/2024

Summary:
When working quickly within the new email builder and then quickly clicking "Save and Exit", the most recent changes to the email will intermittently fail to get saved. This can happen in both the broadcast content editor and the new email builder within automations.

Alternative Solution:
Before clicking "Save and Exit", click anywhere outside of the text box in which you were working. The text box should be deselected before you click "Save and Exit"

Product Line: Keap Pro/Max/Ultimate

Landing pages on Pro applications are not able to create additional pages/thank you pages

Issue Number: 3274694

Issue Status: In Progress

Date Reported:
04/17/2024

Estimated Resolution Date: 5/29/2024

Summary:
When attempting to make a new sub page in the Landing page builder, if you are doing so in a keap pro application, then there will not be the option to create additional pages/thank you pages

Product Line: Keap Pro/Max

Referral partner clicks and opt ins are sometimes not being tracked via mobile phone

CRM

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

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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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