Last Updated Priority Category

Infusionsoft Community Maintenance

Apps/API
Last Updated: 10/27/2016

Issue Number: 552671

Date Reported:
09/12/2016

Summary:
The Infusionsoft Community page, including forums, is currently undergoing maintenance. This maintenance includes security features and updates. At this time we do not have an ETA on when the site changes will be completed. Please check back here for updates.

Certain Contact Records Not Accessible, Showing Error Invoking Getter OOPS

CRM
Last Updated: 01/18/2017

Issue Number: 660229

Date Reported:
01/03/2017

Summary:
When accessing certain contacts in some applications, the contact record cannot be opened and the application displays an OOPS error. We are currently working to determine the cause of the issue and look to have this issues resolved as soon as possible. Once the cause has been determined we will begin developing a solution. Please check back here for updates.

Alternative Solution:
Most functionality is still available via the Interactive View from the contact record search page. Alternatively a contact record can be manually created and merged once the issue has been resolved.

Oops Error When Comma Present in Product Price for Manual Payments

Last Updated: 01/17/2017

Issue Number: 674356

Date Reported:
01/17/2017

Summary:
If there is a comma present in the Amount field when entering a manual payment, it will result in an Oops error and not allow you to add the payment. This affects USD for instance if the price is $1,000.00 and affects other currencies as well, for instance R1,00 (1 south african rand)

Alternative Solution:
Remove the comma from the Amount field when adding a manual payment. For instance instead of $1,000.00 USD enter $1000.00 or instead of R1,00 (South African Rand) enter 1

ISSUE RESOLVED: API and Customerhub timeouts

CustomerHub
Last Updated: 01/18/2017

Issue Number: 674636

Date Reported:
01/17/2017

Summary:
1/18 - We have determined the source of this issue was related to some ISP outages in certain areas of the US. We saw a decrease in timeouts beginning around 1:30pm 1/17/2017 We are currently investigating the cause of API timeouts and Customerhub applications being unable to connect. This is not affecting all applications and appears to be related to a Level 3 outage located in the eastern US. Please check back here for status updates.

Time Zone field not present in Web Form

Campaign Builder
Last Updated: 12/15/2016

Issue Number: 645302

Date Reported:
12/14/2016

Summary:
Time Zone field not present in Web Forms with Titles that have a line break. If the Title of the web form is in two lines or contains a line break the hidden field to collect time zone is not present on the form and therefore cannot collect the time zone information of the contact filling out the form.

Alternative Solution:
Use a shorter title for your forms or do not create a line break in the title of your form.

INVOICES QUOTES - Logo appears stretched instead of centered on the Invoice Email

Admin
Last Updated: 12/15/2016

Issue Number: 529810

Date Reported:
08/19/2016

Summary:
When viewing quotes or invoices in Outlook the image is stretched out or distorted.

Alternative Solution:
In most cases, resizing the image outside of Infusionsoft to smaller dimensions will resolve the issue. Our recommended logo parameters can be found on our help center: http://help.infusionsoft.com/userguides/get-started/initial-setup-checklist/upload-your-company-logo

Clicking on Timers in sequences under the Campaign Reporting tab will throw up a 'Page Not Found' error.

Campaign Builder
Last Updated: 12/15/2016

Issue Number: 635375

Date Reported:
12/05/2016

Summary:
If you click on a Sequence Timer in a Campaign Sequence under the Reporting tab, you will be presented with a "Page Not Found Error".

Alternative Solution:
You can find the Contacts under the Campaign by using the Campaign Contacts Waiting Report under the Marketing Reports.

Address Block not consistently updated when using BARD emails

Campaign Builder
Last Updated: 11/16/2016

Issue Number: 611656

Date Reported:
11/08/2016

Summary:
*Clear and concise description of the problem: In SOME instances of copied campaigns, the address block doesn't actually update in the new Email Builder until the email is modified and republished. It displays with the new address block inside of the actual builder, but when previewing, or sending the email, the old address block displays. We are working on this as a high priority, but please look for updates on this page.

Set Field Value in Campaign Builder Cannot be set to Ready When Using a Date/Time Custom Field

Campaign Builder
Last Updated: 10/27/2016

Issue Number: 250502

Date Reported:
09/25/2015

Summary:
When adding a Set Field Value Process in our Campaign Builder, it cannot be set to Ready status when you are using it to set a value in a Date/Time Custom Field.

Alternative Solution:
Drag over the Set Field Value object and use it to set the value of a different field type, such as a Text custom field. Make it Ready, and then click the Back to Sequence button. Open the Set Field Value object once more and then switch it to your Custom date field. The Ready status should remain on it and allow you to publish it as well.

Firefox preventing Gmail sync from being downloaded

Apps/API
Last Updated: 09/14/2016

Issue Number: 555001

Date Reported:
09/14/2016

Summary:
Firefox Add on signing is preventing the Sync for Gmail Plugin from being downloaded. The developers are looking into getting this resolved.

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

E-Commerce
Last Updated: 12/03/2015

Issue Number: 2869

Date Reported:
06/30/2014

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.

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

Special Characters Changing/Appearing in Campaign Builder Sequence/Goal Names

Campaign Builder
Last Updated: 12/20/2016

Issue Number: 649419

Date Reported:
12/19/2016

Summary:
There are special characters that are now showing in some campaign sequence and goal names in multiple applications that were not present prior. Most examples show special characters, such as  are being added to the names of the sequence/goal, and other examples showing other special characters being converted from something like ä to ä.

Alternative Solution:
The characters can be deleted from the description by clicking on the name, and making the change to the text.

Legacy Order Form Orders Achieve Purchase Goals Twice

Campaign Builder
Last Updated: 09/14/2016

Issue Number: 511047

Date Reported:
08/02/2016

Summary:
Clear and Concise Description: When you place an order via a legacy order form, it will achieve Campaign Purchase Goals twice. This does not happen with non-legacy order forms, non-legacy shopping cart orders, or legacy shopping cart orders.

Billing address with Parentheses in name are causing error (invalid country/state) when sent to some merchants

E-Commerce
Last Updated: 12/14/2016

Issue Number: 645236

Date Reported:
12/14/2016

Summary:
intermittently billing address with parentheses in name are causing error (invalid country/state) when sent to some merchants

Merge Fields do not work in the From: address for NEW email Builder.

Broadcast
Last Updated: 12/04/2016

Issue Number: 633087

Date Reported:
12/01/2016

Summary:
Merge Fields do not work in the "from" address for NEW email Builder.

Alternative Solution:
If you need to use a merge field for the "From:" address you will need to use the classic emails.

Clicking the Reset Failed Attempts button does not allow orders to attempt another charge.

E-Commerce
Last Updated: 10/27/2016

Issue Number: 515381

Date Reported:
08/05/2016

Summary:
The Reset Failed Attempts Button on Order Records Isn't Resetting Failed Attempts, Causing Orders To Not Continue Autocharging After clicking the Reset Failed Attempts button on an order record, the system shows an Invoice pay attempts reset successfully message, but if you wait for the system to auto-charge, stealth payment attempt history shows Exceeded max number of charge attempts, meaning it doesn't seem to actually reset the failed attempts.

Cannot Export Transaction Report in Infusionsoft Payments

E-Commerce
Last Updated: 01/06/2017

Issue Number: 664606

Date Reported:
01/06/2017

Summary:
Clicking the "Download Report" button in the Infusionsoft Payments dashboard is emailing an error stating that there was a problem with generating the report, and the report is not sent.

Alternative Solution:
If you would like a transaction report from the Infusionsoft Payments dashboard, please contact Customer Support with the date range you wish to run on this report. Please allow 24-48 hours for the results to generated and submitted.

Responsive HTML emails are not creating Track IDs for hyperlinks

Marketing
Last Updated: 01/04/2017

Issue Number: 589719

Date Reported:
10/17/2016

Summary:
This issue is scheduled to be resolved with the January Release. All applications will have the January update in approx 2 weeks We are currently investigating an issue with HTML responsive emails not appending a class=inf-track-###.

Alternative Solution:
At this time there is no alternative solution for tracking clicks in HTML styled emails. This issue does not affect Legacy Email HTML builders.

Subscription revenue summary report is not taking into account quantity in its calculation

E-Commerce
Last Updated: 01/06/2017

Issue Number: 664709

Date Reported:
01/06/2017

Summary:
When you have a subscription added to a record with a quantity higher than 1 it reads it as 1 in the amount and total billed in the subscription revenue summary report. So say the product is $1.00 and they customer has a quantity of 5. The subscription revenue summary report will display the amount and amount billed as $1.00 not $5.00.

Campaign Builder emails built using the new email builder are displaying double CAN SPAM addresses in the footer when sent

Campaign Builder
Last Updated: 01/07/2017

Issue Number: 595199

Date Reported:
10/21/2016

Summary:
Some emails sent from campaign builder using the new email builder will display a double CAN SPAM address in the footer of the email.

Alternative Solution:
In some cases, making a minor change to the unsubscribe block and republishing the campaign will resolve the issue for sent emails. The email preview, from campaign builder and the contact record, will still display the double footer.

ID number is no longer present when doing a contact quick search.

CRM
Last Updated: 01/18/2017

Issue Number: 675221

Date Reported:
01/18/2017

Summary:
ID number is no longer present when doing a contact quick search.

Alternative Solution:
Use the advanced search or main search option to obtain the ID number of contacts

When multiple sequences are connected to a Link Click goal, only emails in the last sequence connected to the goal can be selected to achieve the goal.

Campaign Builder
Last Updated: 01/18/2017

Issue Number: 670583

Date Reported:
01/12/2017

Summary:
When multiple sequences are connected to a Link Click goal, only emails in the last sequence connected to the goal can be selected to achieve the goal.

Unable to copy web form from campaigns

Last Updated: 01/18/2017

Issue Number: 670371

Date Reported:
01/12/2017

Summary:
When clicking ACTIONS in a web form and selecting to COPY FROM CAMPAIGN, after copying web form displays error that reads "there was an error loading content"

Email Status search only returning one result

Marketing
Last Updated: 08/25/2016

Issue Number: 424198

Date Reported:
05/09/2016

Summary:
Pulling up an Email Status Search with with the "Products" column displaying on report results in only one result populating for report.

Alternative Solution:
Remove the "Products" column from the report columns and the report should return correct results.

Modify existing records search is displaying an oops error

Admin
Last Updated: 08/25/2016

Issue Number: 416652

Date Reported:
05/02/2016

Summary:
In some applications, navigating Data Cleanup, Modify Existing Records, then clicking "Go" produces an error page and does not allow the user to proceed to the import.

Alternative Solution:
There is a setting on the backend that can allow access to this import until the issue has been properly resolved. If you are experiencing this, please reach out to support via phone, chat, or online ticket submission with the details of your issue so they can implement the workaround.

Fields labels not appearing in responsive landing pages for some custom field types

Campaign Builder
Last Updated: 09/19/2016

Issue Number: 323665

Date Reported:
02/19/2016

Summary:
Fields labels not appearing in the newer responsive Landing Pages for some custom field types when you drag a field into the Landing Page. Here is a list of custom fields that are affected: Date Date/Time Day of Week Drilldown Month List Box Radio Dropdown State User User List Box Yes/No

Alternative Solution:
You can add a Paragraph snippet just above the custom field. And utilize that Paragraph as a label for the Custom Field.

Emails sent to hotmail and outlook email addresses display in mobile format on outlook.live.com

Broadcast
Last Updated: 09/29/2016

Issue Number: 503411

Date Reported:
07/26/2016

Summary:
Sending email from the Beta builder to contacts with hotmail.com or outlook.com addresses (and possibly msn.com and live.com) will only display the email in it's mobile format when accessing them from Outlook Mail (outlook.live.com).

Unable to adjust width of responsive landing page fields

Campaign Builder
Last Updated: 09/14/2016

Issue Number: 439937

Date Reported:
05/24/2016

Summary:
Using the FIELD WIDTH setting under Layout & Settings in responsive landing pages no longer changes the width of the fields added to landing pages; fields fill the entire width of available areas

If Users are utilizing the same email address within application the FROM field in a single email will only display the most recently added user

CRM
Last Updated: 09/29/2016

Issue Number: 408597

Date Reported:
04/27/2016

Summary:
If user records are utilizing the same primary email address then single emails only acknowledge the highest user ID. Campaign and broadcast FROM dropdowns still show all users.

Deleting user's signature image inhibits the ability to edit the user record

Admin
Last Updated: 10/26/2016

Issue Number: 559524

Date Reported:
09/19/2016

Summary:
Using the new signature feature: If an image is added for a user and then deleted from the application's filebox, the user record will no longer be accessible. The user will still be able to login and user the application, but will not be able to edit the user record.

Alternative Solution:
Support can escalate a case to our database team to fix the user record.

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.

How to Use

Click the title of a known issue to read more details including workarounds if they exist.

Priority is used to estimate resolution time:

      Low means approximately four months to resolution

      Medium means approximately one month to resolution

      High means immediately

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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.