Last Updated Priority Category

R50: Update and Update/Opt-Out links are directing to unsubscribe page

Marketing
Last Updated: 02/18/2016

Summary:
Automation links for Update and Update/ opt-out are only giving the option to unsubscribe.

Date Reported:
02/01/2016

Workaround:
Use a link to a web form for updating information.

Stage: Researching

Issue Number: 299737

Feature: Marketing Settings

Function: Automation Links

Credit Card Report "Ran" and "Total Charged" Columns Displaying Inaccurate Totals

Last Updated: 03/25/2016

Summary:
When opening the Credit Card Report under E-Commerce > Reports and running a search for cards, the "Ran" and "Total Charged" columns are showing inaccurate totals for contacts that appear on the report. Some contacts may have a much larger number under "Ran" than they show on their contact record for "Charges Run", and the "Total Charged" may be off as well compared to the order totals on their record.

Date Reported:
03/17/2016

Stage: Researching

Issue Number: 354774

Weather widget is no longer displaying information

CRM
Last Updated: 04/25/2016

Summary:
The widget in the top right corner of a contact record is not showing the weather, city and state. It displays "Weather information is unavailable"

Date Reported:
03/29/2016

Workaround:
City and state still display in the contacts fields. For weather information you will want to use a third party.

Stage: Researching

Issue Number: 365609

Feature: Contacts

Fax broadcasts that show error code of -3 show successfully sent but no files appear to be sent

Last Updated: 04/27/2016

Summary:
When customers schedule a fax broadcast, the broadcast will attempt to send and most items will show as successfully sent. When the status for those broadcasts is queried from the application though, some of the attempts may show an error of "-3". The broadcasts are counted as sent but zero pages were sent for those ones with that error.

Date Reported:
04/01/2016

Stage: Researching

Issue Number: 369790

Sales and Lead Referral Partners on Orders Not Displaying

Last Updated: 04/19/2016

Summary:
Orders are not displaying/saving the Sale or Lead Referral Partner names when saved manually or set by a referral tracking link. Commissions continue to generate so if an order is placed from a tracking link the appropriate partner will get credit, however the order shows no referral partner assigned.

Date Reported:
04/01/2016

Stage: Researching

Issue Number: 369915

Unable to mark a 'Set Field Value' process in a campaign as Ready if the process is a copy

Campaign Builder
Last Updated: 04/08/2016

Summary:
If an existing 'Set Field Value' process within a campaign sequence is copied; either by the campaign being copied, the sequence, or only the process, the copy is not able to be set to "Ready". This only occurs if the 'Field Value' dropdown in the copy is not changed.

Date Reported:
03/30/2016

Workaround:
Changing the 'Field Value' dropdown to a different field, then back to the desired field, will allow the process to be set to "Ready"

Stage: Researching

Issue Number: 367171

Feature: Sequence - Process

Function: Other Processes

ISSUE RESOLVED: Gmail Sync Connection Issue - Page not loading

Apps/API
Last Updated: 04/18/2016

Summary:
4/15/16 *The issue we experienced withGmail Sync tool being unable to connect has been resolved* We are seeing this inside of the gmail sync when it is trying to load. It is giving a connection error type page. We are seeing this across all browsers and versions of said browsers. We are currently looking into this we apologize for the inconvenience

Date Reported:
04/05/2016

Workaround:
There is no current workaround at this time.

Stage: Researching

Issue Number: 372784

Feature: Infusionsoft Apps

Function: Sync for Gmail

Issue Resolved: Order custom fields are not saving values

E-Commerce
Last Updated: 04/21/2016

Summary:
4/6 10:00 AM - The issue we experienced with Order Custom Fields not saving values has been resolved. - When manually entering Order Custom Fields values on an order record, a system message displays "Order Updated Successfully" message but the values are not retained.

Date Reported:
03/23/2016

Workaround:
4/6 10:00 AM - The issue we experienced with Order Custom Fields not saving values has been resolved.

Stage: Researching

Issue Number: 360334

Feature: Orders

Function: Order Information

API: Credit cards added via the API are giving an error due to no CVV number entered even though value was entered

Apps/API
Last Updated: 04/25/2016

Summary:
4:00PM AZ - We have identified the root cause of the issue and plan to implement a fix beginning tonight through tomorrow morning. The fix will allow credit cards added via the API to successfully tokenize. - Cards added during the affected period(beginning late last week) will remain un-tokenized however we are working to resolve issue and are looking to have a fix later this week. - Credit Cards will also no longer give an error due to “Name on card” value being missing however they will not tokenize without this value. - We are currently investigating an issue with credit cards being added via the API giving the error "FAILED_VALIDATION: The charge was null, payment failed validation". If you are experiencing this error, please submit a support case via the application http://help.infusionsoft.com/userguides/get-started/initial-setup-checklist/get-more-help-and-support

Date Reported:
04/08/2016

Workaround:
If you need to process a new credit card immediately, credit cards added via the application will not receive this error.

Stage: Researching

Issue Number: 377499

Inform: Authorize.Net Developer Account Change

Last Updated: 04/28/2016

Summary:
Authorize.Net has sent out an email letting customers know of a change that is coming. Infusionsoft has already tested to ensure that no further action is needed for this change. The email would look like this: Dear Authorize.Net Merchant: Thank you for using Authorize.Net for your transaction processing. Authorize.Net is now using Akamai to optimize our Internet traffic routing, which includes your transaction requests. Akamai helps safeguard against interruptions caused by issues beyond Authorize.Net’s direct control, such as Internet congestion, fiber cable cuts and other similar issues. Using Akamai is currently optional, but will be mandatory for all merchants on June 30th. Upgrade your website or payment solution today to take immediate advantage of Akamai’s benefits. The new Akamai transaction URLs that are available now are: • Authorize.Net API, XML/JSON format: https://api2.authorize.net/xml/v1/request.api • Authorize.Net API, SOAP format: https://api2.authorize.net/soap/v1/Service.asmx • AIM/SIM merchants, name/value pair format: https://secure2.authorize.net/gateway/transact.dll If you have not already, please review the announcement and the Akamai FAQs to determine what action you should take for your particular solution. If your solution uses a firewall, please pay particular attention to this section of the FAQs to avoid disruptions to your transaction processing.

Date Reported:
04/28/2016

Stage: Researching

Issue Number: 414081

INFORM: Having multiple tabs open can cause information to be saved to the incorrect record

E-Commerce
Last Updated: 12/03/2015

Summary:
Multi-tab usage on a browser may causes data to mix when saving. Most notably when viewing and editing multiple orders on multiple browser tabs.

Date Reported:
06/30/2014

Workaround:
When editing and saving new content, make sure to only have a single tab open in the browser accessing your Infusionsoft account.

Stage: Researching

Issue Number: 2869

Feature: Orders

Function: View/Edit Orders

Viewing Historical Data in Campaign Opens Report With Incomplete Criteria

Last Updated: 04/06/2016

Summary:
When in the Performance view in a campaign, clicking either the "Historical 24 hours" or "Historical 30 days" will show that past history for the range selected on the sequence, however clicking the blue icon that redirects to the Campaign Contacts report to show the contacts does not pull up the correct criteria. All results for the sequence will be shown, since the Stop Date criteria is not being set when viewing the report.

Date Reported:
03/15/2016

Workaround:
The correct information can be pulled up by clicking "Edit Criteria/Columns" for those results, and a Stop Date range can be set there (for example, 02/01/2016-03/01/2016). Clicking OK after setting a date range will pull campaign contact history for the date range entered.

Stage: Researching

Issue Number: 351636

Subscription Revenue Summary Report "Number" Column Displaying Inaccurate total

Last Updated: 03/11/2016

Summary:
The Subscription Revenue Summary Report under E-Commerce > Reports is displaying a much larger subscription total for the "Number" column than it should. The report appears to be including the applied tag amounts to contacts tied to subscriptions listed in the report.

Date Reported:
03/11/2016

Workaround:
To see an accurate total of subscriptions in the application per product in the meantime, you can do so by running a search under E-Commerce > Orders > View Subscriptions, and select the product you wish to see the total for.

Stage: Researching

Issue Number: 348233

Black boxes showing up on Landing Pages

Campaign Builder
Last Updated: 04/08/2016

Summary:
A black box will show up in place of the "Quote" option from the layout area when using a default style.

Date Reported:
03/11/2016

Workaround:
Save as a new style and this will display the quote option as it should.

Stage: Researching

Issue Number: 347362

Feature: Forms / Landing Page

Function: Design / Format

PayPal lightbox showing up down below order where you can't see it

E-Commerce
Last Updated: 04/14/2016

Summary:
When on an order form or shopping cart and you click "pay with PayPal" the light box shows up at the bottom causing you to have to scroll in order to see the box to continue.

Date Reported:
03/11/2016

Workaround:
Scroll down to see the box.

Stage: Researching

Issue Number: 347445

Feature: Orders

Function: Payments

UPS shipping options not showing

E-Commerce Setup
Last Updated: 04/19/2016

Summary:
UPS made some changes to their API and the integration with Infusionsoft is not working. Shipping will not work/show for any current UPS shipping methods.

Date Reported:
03/09/2016

Workaround:
Set up another shipping method that is not UPS.

Stage: Researching

Issue Number: 345184

Feature: Shipping Options

About This Page 

This page is an active list of known product or service issues affecting Infusionsoft 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.

Priority is used to estimate resolution time:

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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.