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Common Problems with Infusionsoft

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I'm not seeing my Tag in the drop-down menu

If you're not seeing your Tag listed, search for the tag name in the field and click the "Check Infusionsoft & reload to bring in new choices" option:

Tags are loaded from Infusionsoft 30 at a time so if you have a large number of tags in your account it might require more than one click in order for it to show up:

Why aren't my Contacts updating from Opt-Out to Opt-In when using the Create/Update Contact action?

In the Create/Update Contact action, the "Opt-In" field shows. However, this only works when the contact is first created. At this time, it is not possible to update a contact's opt-in/marketable status through Zapier. More information on that here.

What kind of country code does Infusionsoft by Keap accept?

Infusionsoft by Keap requires a country code to be set if you are entering values in the state field. The accepted format is ISO 3166 alpha 3 codes - it uses three characters, so "USA" needs to be entered instead of US. See more information here.

Here's a list of codes:

My Contacts Aren't Being Marked as Marketable in Infusionsoft?

If your contacts aren't being marked as marketable, you likely need to flip the email opt-in field to "yes" in your Action.

Infusionsoft marketable

One may also see a reference to non-marketable as "Do Not Mail" as well, and the above solution should solve this problem for you.

Can I send HTML Emails with the Send Email action?

Yes! Infusionsoft's "Send Email" action supports HTML messages. You'll choose whether you want HTML or plain text when configuring your action.

Tagged contacts aren't triggering my Zap!

It's not uncommon for the “Tag Added to Contact” trigger not behaving quite the way you expect. There are a few potential causes for this error:

Was the tag was already on the contact when the Zap was turned on, then removed and re-added?

Your Zap will only trigger if it's never seen the tag on the contact. One workaround is to turn the Zap off, remove the tag, turn the Zap on, and then re-add the tag.
Do you have many tags selected in your trigger?
If the your Zap is watching for a bunch of tags, like so: the Zap will only trigger the first time that_any_ of those tags is added. So, in this example, if the contact is tagged with Zapier_Update_1, then is tagged with Zapier_Update_2 a week later, only the first tag will trigger the zap.

Do about 500 contacts or more have this tag in your Infusionsoft account? And/or did you receive a READ ReadTimeout DNSHTTPSConnectionPool(host='api.infusionsoft.com', port=443): Read timed out. (read timeout=39) error via email or when testing?

This usually happens when there are a significant number of Contacts under the same Tag.

To get around this, you can use a temporary Tag to trigger your Zap. Then, you can add an extra step at the end of your Zap that uses the "Create/Update Contact" Action to remove this temporary Tag. The goal is to keep the number of Contacts with this temporary "trigger Tag" as low as possible.

Was the tag was added to more than 300 contacts at once?

Unfortunately, a Zap can only trigger on 300 tagged contacts at a time. Try tagging fewer contacts and see if that helps!

Do you have more than one tag with the same name?

If you've got more than one tag of the same name, your Zap will have trouble triggering. To fix this, clean up your tags in Infusionsoft, and then try reselecting your tag in your trigger setup.


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