Last Updated Priority Category

Unable to determine SSO redirect URL error when accessing View/Update Billing Info

Last Updated: 01/27/2016

Summary:
We are currently experiencing an issue with accessing billing information through the Infusionsoft application under Admin > Infusionsoft Account. Accessing this page returns an error stating "Unable to determine the SSO redirect URL".

Date Reported:
01/14/2016

Workaround:
If you wish to make billing changes at this time, please feel free to reach out to our support line with the contact information listed here to have an internal request created for Accounts Receivable to reach out: http://help.infusionsoft.com/contact-us

Stage: Researching

Issue Number: 278575

r50: Unable to save landing page if you have more than 1 radio snippet on the landing page

Last Updated: 02/05/2016

Summary:
r50: Unable to save Landing Page if you have more than 1 Radio Snippet on the Landing Page Workaround: Use custom radio buttons via the "Other" Snippet instead of using more than 1 Radio Snippet

Date Reported:
01/21/2016

Workaround:
Use custom radio buttons via the "Other" Snippet instead of using more than 1 Radio Snippet

Stage: Researching

Issue Number: 287643

The Title, Subtitle, and Text colors do not correctly match the Style being used

Broadcast
Last Updated: 02/05/2016

Summary:
The colors of the Title, Subtitle and Text are not matching what is in the style. The color is black (#000000) and will not change.

Date Reported:
02/02/2016

Workaround:
Use the format tab/editor. Highlight text and then change the color from the format tab.

Stage: Researching

Issue Number: 301660

Feature: Sending a Broadcast

Function: Email Builder

Time is not displaying in contact record

Last Updated: 01/26/2016

Summary:
The time is not being displayed in the contact record in the top right corner.

Date Reported:
01/26/2016

Workaround:
At this time we would suggest adding addtional clocks to you computer clock or using a third party.

Stage: Researching

Issue Number: 292111

Campaign Tab errors when loading content if field value has been deleted but is still set in Campaign.

Last Updated: 02/03/2016

Summary:
The Campaigns tab in a contact record is showing "There was an error loading content" if the campaign the contact was in has a process of "Set Field Value" and the field value that was being set has been deleted. This occurs if the field value in the campaign shows # (invalid).

Date Reported:
01/27/2016

Workaround:
Fix the campaign so that there is not a invalid value.

Stage: Researching

Issue Number: 294092

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

Marketing
Last Updated: 02/04/2016

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

Adding Company Contact Inside Company Record Not Populating Address Info From Company Fields

Last Updated: 02/04/2016

Summary:
When clicking "Create Company Contact" in the Contacts tab in a Company Record, the Billing Address information fields are not carried over anymore from the Company address fields.

Date Reported:
02/01/2016

Stage: Researching

Issue Number: 300291

R50: Unable to upload files from Single email attachments

CRM
Last Updated: 02/04/2016

Summary:
When sending single emails from a contact record and attempting to attach files, new files cannot be uploaded using the "Upload & Attach" function.

Date Reported:
02/01/2016

Workaround:
Upload file to contact's filebox, then attach to single email.

Stage: Researching

Issue Number: 299793

Feature: Contacts

Function: Contact Actions

Beta Email Builder - "From" Email Address pulls default user instead of logged in user

Broadcast
Last Updated: 02/09/2016

Summary:
When selecting "logged-in user in the Beta Email Builder, the system uses the "default user" that isfound under Marketing> Settings> Template Defaults.

Date Reported:
02/08/2016

Workaround:
Select user that email should "Send" from.

Stage: Researching

Issue Number: 309230

Feature: Sending a Broadcast

Function: Email Builder BETA

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

Firefox Not allowing unsecure applications to be installed

Last Updated: 02/03/2016

Summary:
Firefox is preventing Unsecure applications from being installed. This includes Gmail Sync.

Date Reported:
01/04/2016

Workaround:
use chrome.

Stage: Researching

Issue Number: 265055

Campaign resend button not working in chrome

Last Updated: 01/13/2016

Summary:
If using Chrome, when in a contact record on the Campaign tab and clicking "resend" for and email or other campaign process the button does not work.

Date Reported:
01/13/2016

Workaround:
Use Firefox browser. You will encounter another issue but the email or action will process.

Stage: Researching

Issue Number: 277435

Issue When Sending Single Emails

CRM
Last Updated: 10/21/2015

Summary:
Users with limited permissions may not be able to send emails from a contact record if the email template they are sending with was originally set to be from another user, or set to be from a non-user email address. After clicking Send, it will either show "You do not have permission to send emails from this address" (meaning the template is set with an email address for another user), or "'From' address is not a valid Infusionsoft user" (which means the template is configured to be from an email address that's not set as the email for another user). Recent updates to comply with PCI and email standards have updated how the From field operates when sending as a single email -- More information on that change can be found here: http://help.infusionsoft.com/release-notes/october-update-2015#Client

Date Reported:
10/06/2015

Workaround:
Setting the "Can See Other Users" permission under Application to Yes will allow email templates to send (this will also let this user see other users in the application). Also, setting the email template itself to be from this user will also allow that to send out.

Stage: In Development

Issue Number: 4528

Feature: Contacts

Cannot Send single emails when User's Name contains a special character.

CRM
Last Updated: 11/12/2015

Summary:
If the User's Name contains a special character such as a comma or a parentheses and then attempts to send a single email and error will pop up that states: Error:fromAddress must be a valid email address or contain a merge field

Date Reported:
10/07/2015

Workaround:
Send email as a broadcast, or remove special character from User's Name.

Stage: In Development

Issue Number: 4535

Feature: Contacts

Function: Contact Actions

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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      Medium means approximately one month to resolution

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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.