Sort:   Filter:

Domain/IP Reputation: Contains an URL listed in the URIBL blacklist warning appearing in spam checker

Broadcast

Issue Number: 2464839

Issue Status: Support Researching

Date Reported:
06/29/2021

Estimated Resolution Date: 8/10/2021

Summary:
Tuesday, June 29th, 2021 8:10AM PHX: This issue has been resolved on our end, however the warning may still appear in the email builder for the next couple of hours. Users can still send their email broadcast even if the warning does appear. We have received many reports from users regarding seeing the spam checker warning "Domain/IP Reputation: Contains an URL listed in the URIBL blacklist" when composing an email in the broadcast builder. This looks to be related to any links that would use keap.app which can also include images inserted into the email and the signature block. Users should still able to send their email despite the warning appearing.

Alternative Solution:
Since this is just a warning, users can still send their email even though the warning appears. Simply follow the usual steps to send the broadcast and it should still send correctly.

Product Line: Keap & Max Classic

User's Mail Account tabs are throwing a "There was an error while loading content" error

Admin

Issue Number: 2467177

Issue Status: Deployed

Date Reported:
07/01/2021

Estimated Resolution Date: 7/22/2021

Summary:
7/1/21 4:14 PM We have found that in app ZE202 all of the users have "There was an error while loading content" error showing up on his/her Mail Accounts tab

Alternative Solution:
None

Product Line: Max Classic

Checkbox custom field selections do not save to contact record when submitted via Keap Public Form

CRM

Issue Number: 2469931

Issue Status: Deployed

Date Reported:
07/06/2021

Estimated Resolution Date: 7/27/2021

Summary:
We have received a report regarding checkbox custom fields with Keap Public Forms. It appears the selections made for the checkboxes are not being saved to the contact record that is created when the public form is submitted. We're currently looking into this issue.

Alternative Solution:
None currently for using checkboxes on public forms.

Product Line: Keap

New users are unable to signup for a free trial app

Issue Number: 2486829

Issue Status: In Progress

Date Reported:
07/21/2021

Estimated Resolution Date: 7/21/2021

Summary:
July 21st 2021 1:35 PM PHX This issue has been resolved for any future attempts to sign up. Our development team is working to identify the users which submitted failed attempts and are discussing the best way to handle those. July 21st 2021 11:27 AM PHX Our developers have identified the cause of this issue and have created a fix. We are in the process of testing to confirm this fix before we make updates. July 21st 2021 10:32 AM PHX Our development team was alerted to an issue with new free trial applications. When a new user attempts to signup for a free trial, the attempt fails. The user will likely see a message explaining Keap does not have an app ready, or that the app couldn't be created and asks the user to contact sales. The invite email will also not be sent.

Product Line: Keap

Users in Keap Max and Pro apps are unable to login starting at about 10:00 AM on 07/22/2021

Issue Number: 2487824

Issue Status: Deployed

Date Reported:
07/22/2021

Estimated Resolution Date: 7/22/2021

Summary:
07/22/2021 10:01 AM MST We have received reports that users are unable to login to Keap Max and Keap Pro apps. 07/22/2021 10:04 AM MST Our teams are working to identify the cause of the issue 07/22/2021 10:12 AM MST The issue has been identified, and a fix is currently in progress 07/22/2021 10:32 AM MST A fix has been deployed and users should no longer be seeing login issues

Alternative Solution:
There is currently no workaround at this time

Product Line: Keap

Some Campaign and Email Broadcast URL custom field merge links are redirecting to a 404 Error when there's a Question Mark in URL

Campaign Builder

Issue Number: 2499868

Issue Status: Integration

Date Reported:
08/06/2021

Estimated Resolution Date: 8/28/2021

Summary:
8/10/21 1:30 PM PST This issue has been resolved. 8/10/21 12:24 PM PST Our development team has identified the cause of this issue and is working to get it fixed as soon as possible. 8/6/21 6:23 PM PST We have found that some campaign and email broadcast URL custom field merge links are opening their redirect links in emails to an Error 404 page if there is a question mark in the URL.

Alternative Solution:
If you can use an email broadcast or hotlink directly to the url rather than using the merge field.

Product Line: Max Classic

Product Specific Purchase Actions are not triggering on manual Credit Card (charge now) payments added to an order after the initial payment

E-Commerce

Issue Number: 2502998

Issue Status: Deployed

Date Reported:
08/10/2021

Estimated Resolution Date: 8/31/2021

Summary:
We have received a report that Product Specific Purchase Actions are not triggering on CC Charge Now payments added after the initial payment. We are currently looking into this issue.

Alternative Solution:
There is not currently a workaround for getting the product specific purchase action to trigger on additional manual Credit Card (charge now) payments added to an order after the initial payment has been made.

Product Line: Max Classic

Subscription Bombing AKA List bombing

Marketing

Issue Number: 2511370

Issue Status: Support Researching

Date Reported:
08/19/2021

Estimated Resolution Date: 9/30/2021

Summary:
We are seeing an ongoing subscription bomb happening that is affecting users who have lead capture forms embedded on their Word press or Drupal based sites. Automated bot is submitting email address to 100s and maybe even 1000s of opt-in forms. As a result of this, unsolicited email is being sent out to these addresses because they were not expecting to receive the email marketing. This is generating high volumes of spam/abuse complaints from these recipients. These email addresses are valid in appearance and status as in they belong to real people and are not spam traps. However, the issue is the email addresses where submitted to lead capture forms without the knowledge or permission of the address owner. For this issue you might see higher bounce rates from primarily google recipients as well as some other domains like yahoo, AOL, Hotmail addresses. If you find addresses that have suddenly Hard Bounced and know that they should be good please contact support so that we can remove them from the block list. We do expect to see some found meeting these criteria but please make sure to verify that these are actual customers that you had recent engagement with them. There is a risk with these though, and it that some of these addresses might not be good to send mail to anymore due to them now getting an overload of email sent to them because they have been subscribed to so many lists. For more information on what a Subscription bomb is and how to cleanup your leads please visit: https://help.infusionsoft.com/help/subscriptionbomb

Product Line: Keap & Max Classic

Error displayed in Contact activity when phone number contains less than or more than 10 digits

Issue Number: 2508348

Issue Status: Deployed

Date Reported:
08/16/2021

Estimated Resolution Date: 9/6/2021

Summary:
09/10/2021 8:56 AM MST Our development team is currently working on a fix for this error 08/16/2021 12:34 PM MST When a contact has less than or more than 10 digits entered for the phone number, Contact activity displays this error "There was a problem loading this contact's marketing message activity"

Product Line: Keap

Opportunities in stages with more than 1 checklist item cannot have their stage edited from the interactive search view

CRM

Issue Number: 2521473

Issue Status: Deployed

Date Reported:
09/01/2021

Estimated Resolution Date: 9/22/2021

Summary:
We have received reports of customers being unable to change the stages of opportunities in certain stages from the interactive search view. It has been determined that this issue occurs if an opportunity is in a stage that has more than 1 checklist item, and a user clicks to edit the stage of the opportunity from the interactive search view. When this occurs, the dropdown for the stages does not appear and instead users will see a small white box. We are currently looking into this issue.

Alternative Solution:
Users can still open the opportunity normally and change the stage from the opportunity page as a workaround.

Product Line: Max Classic

Unable to configure form submitted goals in Keap

Campaign Builder

Issue Number: 2522331

Issue Status: Support Researching

Date Reported:
09/02/2021

Estimated Resolution Date: 9/2/2021

Summary:
Sept 2nd 2021 3:18 PM MST This issue has been resolved. Sept 2nd 2021 2:49 PM MST Our development team has identified the cause of this issue and are working to get this fixed asap. Sept 2nd 2021 12:53 PM MST When a user opens a form goal inside advanced automations, their list of forms do not load. Instead the drop down shows pending.

Alternative Solution:
This issue is related to newly created forms. If you created a new public or internal form today, then you can delete that form to correct the goal. If you need to add a new form, we recommend using a web form submitted goal, or a landing page within advanced automations until this issue is resolved.

Product Line: Keap

Landing pages show a connection is not private error

Campaign Builder

Issue Number: 2529898

Issue Status: Support Researching

Date Reported:
09/12/2021

Estimated Resolution Date: 9/12/2021

Summary:
Sept 12th 9:15 PM PST This issue has been fixed. Sept 12th 9:00 PM PST The fix is taking longer than expected. Will update as soon as possible. Sept 12th 8:10 PM PST We are expecting to have this fixed before 9:00 PM PST. Sept 12th 7:41 PM PST Our development team is actively working to get this fixed as soon as possible. Sept 12th 2021 7:00 PM PST When contacts or visitors access a published landing page they are presented with a your connection is not private warning.

Product Line: Keap & Max Classic

Some Keap Lite/Pro/Max apps cannot grant customer support access to their apps

Issue Number: 2530215

Issue Status: Support Researching

Date Reported:
09/13/2021

Estimated Resolution Date: 9/16/2021

Summary:
Update - Monday, 9/13/2021 10:27 am MST: We have resolved this issue as of this update. We are aware that users with Keap Lite/Pro/Max are currently unable to grant our customer support team access to their applications at this time. When the email from our support team requesting access is received and the link to grant access is clicked, an error page is appearing. We are currently investigating this issue.

Alternative Solution:
No workaround is available to get support access to these apps at this time as Keap apps that are not Max Classic edition need to use the link to grant support access. However, support reps can still troubleshoot with customers using screen sharing software if they need to see into the application.

Product Line: Keap

Unusual Phishing Email sent from [email protected]

Issue Number: 2531476

Date Reported:
09/14/2021

Summary:
We have been seeing reports of an email coming from [email protected] asking users to download and review a document, and right now we ask that Users delete the email and not click into it. We've already addressed the issue and no further emails should be sending out.

Product Line: Keap & Max Classic

Easy automations are creating an infinite number of tasks, emails, and other processes

Issue Number: 2533325

Issue Status: Support Researching

Date Reported:
09/16/2021

Estimated Resolution Date: 9/16/2021

Summary:
Sept 16th 2021 1:38 PM PST This problem has stopped. We will be reaching out to users which were impacted by this issue to help cleanup duplicate tasks, deals, etc. Sept 16th 2021 1:07 PM PST Our developers have identified the cause of this issue and believe they have corrected this issue. We are working to confirm this issue has stopped. Sept 16th 2021 12:50 PM PST We have confirmed this issue is impacting other easy automation processes too. For example, emails. Our developers are investigating the cause of this issue. Sept 16th 2021 12:45 PM PST When a contact starts the create task process in an easy automation, the process doesn't not stop creating tasks for the same contact.

Product Line: Keap

New users are unable to use HelloSign, Constant Contact Import and Mail Chimp Import

Issue Number: 2534096

Issue Status: Support Researching

Date Reported:
09/17/2021

Summary:
Sept 17th 12:58 PM PST We are still monitoring this to ensure this is fixed for everyone. Sept 17th 11:36 AM PST The cause has been identified and users should see start to see this working now. Sept 17th 2021 10:53 AM PST Our development team was alerted to an issue that is preventing new users from using HelloSign, Constant Contact Import, and the Mail Chimp Import features. Users which have already connected to these features should not be impacted.

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.

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