Some payments can be flagged as Suspicious Transactions by Authorize.net when a Keap IP address is included in place of a contact's IP address
Issue Number: 2941246
Issue Status: Support Researching
Date Reported:
01/26/2023
Estimated Resolution Date: 2/16/2023
Summary:
We have been made aware of an issue in which some payments sent to Authorize.net may be flagged as Suspicious Transactions when a Keap IP address is sent with the payment instead of the customer's IP address. This can happen when orders are created in ways where the contact is not directly performing the transaction, such as orders created via the Create Order process in a campaign sequence, Order action sets, and so on. We are currently investigating this.
Product Line: Keap & Max Classic
Purchasing a recurring product/payment via a Keap Checkout Form causes duplicate recurring payments to be created when Stripe is the payment processor
Issue Number: 2978134
Issue Status: Support Researching
Date Reported:
03/09/2023
Estimated Resolution Date: 3/30/2023
Summary:
We are aware of an issue affecting Keap Checkout Forms in Pro/Max for users using Stripe as their payment processor. When a customer attempts to purchase a recurring product through a Keap Checkout Form and they are using a 3dsecure credit card, duplicate recurring payments are being set up. We are currently investigating this issue.
Alternative Solution:
At this time, the workaround would be for a user to email an invoice to the customer for the recurring payment, instead of having them use a Checkout Form. This issue is not occurring when paying via an invoice directly, even with a 3dsecure card and Stripe as the payment processor. It is only happening when utilizing a Checkout Form to process the payment.
Product Line: Keap
Intermittently, when setting up a Keap Business Line number, the application still prompts to set up a Keap Business Line
Issue Number: 2941308
Issue Status: Support Researching
Date Reported:
01/26/2023
Estimated Resolution Date: 2/16/2023
Summary:
03/20/2023 9:00 AM MST
Our developers are still working on identifying the cause for this issue
01/26/2023 3:38 PM MST
We have received reports of some users still being prompted to set up a Keap Business Line, after completing the steps to set up a Keap Business Line Number. We are investigating
Alternative Solution:
The only workaround is to choose a new number. But taking this step will cause an issue with attempting to verify the trusted number, as it will display an error "This number is already registered". The only way to fix this additional issue is to download the Keap Mobile App, add an additional trusted number, remove the original trusted number, add the original trusted number again, verify the original trusted number, and remove the additional trusted number.
Product Line: Keap
Some recurring orders created between Jan 19th and Feb 2nd using Stripe, are not attempting to charge future cycles
Issue Number: 2961592
Issue Status: Support Researching
Date Reported:
02/17/2023
Estimated Resolution Date: 3/8/2023
Summary:
For some recurring orders paid using Stripe, and created between Jan 19th and Feb 2nd 2023, the initial payment is successful but the next cycle doesn't attempt to charge.
Product Line: Keap
Unable to port numbers into the Keap Business Line
Issue Number: 2829895
Issue Status: In Progress
Date Reported:
09/21/2022
Summary:
When users complete the eligibility check, LOA, billing agreement, and submit a port in request via the mobile app, they see a success message, but the request isn't fully submitted, and the porting process isn't started.
Product Line: Keap
Keap Pro/Max: Partial payment attempts were charging the full invoice total amount when using a Stripe merchant account
Issue Number: 2948451
Issue Status: Support Researching
Date Reported:
02/03/2023
Estimated Resolution Date: 3/17/2023
Summary:
We became aware of an issue users experienced where their contacts were actually being charged the full total of an invoice when the user was only trying to process a partial payment and not the full amount. To be clear, this issue is not currently occurring at this time, as we have undone some changes that were made which looked to be the root cause of this. If users often process partial payments on invoices and you use Stripe, users can cross check recent orders in your Stripe account to see if you experienced any instances of this.
Alternative Solution:
A work around is not currently needed at this time because the issue is no longer occurring.
Product Line: Keap
Referral Partner Sale/Lead notifications are not currently being sent
Issue Number: 2970092
Issue Status: Support Researching
Date Reported:
02/27/2023
Estimated Resolution Date: 4/10/2023
Summary:
We have been made aware of an issue that is occurring where Referral Partners do not appear to be receiving email notifications of Leads and Sales, even when the settings within the application are set correctly to notify them. Everything else regarding the functionality of Referral Partners is working correctly (assigning to contacts, assigning to sales, generating commissions, etc). This only appears to be an issue with the email notifications. We are currently investigating this issue.
Alternative Solution:
There is no direct workaround within the Referral Partners features at this time.
Product Line: Max Classic
Keap Pro/Max: Landing Page Apply Effects "Corners" option only allows one saved edit, after that the corners become pixelated
Issue Number: 2976358
Issue Status: Support Researching
Date Reported:
03/07/2023
Estimated Resolution Date: 4/18/2023
Summary:
3/7/23
12:22 PM
Keap Pro/Max: Landing Page Apply Effects "Corners" option only allows one saved edit, after that the corners become pixelated. Replacing the image directly from the block will then also have the same edges get pixilated.
Alternative Solution:
You will need to create a new image block and replace it with the existing one.
Product Line: Keap
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 |