Valentina Akpan: Founder, Rellatech. Admin and technical virtual assistant for businesses and startups with teams.
Half the Keap login problems I get asked about are not really login problems. They are old URLs, expired admin accounts, or MFA that got set up on a phone that no longer exists. This post is the short list of what to check before you open a support ticket.
I run this same checklist on every new Keap client account I inherit.
The right URL for each Keap product
- ●Keap Pro and Keap Max: sign in at signin.infusionsoft.com
- ●Keap Max Classic (formerly Infusionsoft): sign in at signin.infusionsoft.com and pick your app from the list
- ●Keap mobile app: use the same email and password as the web login, not a separate password
- ●Partner and affiliate portals: those live at a different URL and are not the same account as your CRM login
Why the login page keeps looping
If you enter the right password and the page just reloads, it is almost always a cookie or third-party script problem in the browser. Open a private window, sign in there, and if that works, clear cookies for infusionsoft.com in your normal browser. Ad blockers and strict tracking protection are the usual culprit.
Multi-factor authentication problems
- ●Lost the phone that had the MFA code: only a Keap support agent can reset MFA on your account, and they will ask for account verification questions
- ●Never set up MFA and want to: turn it on from your user profile inside Keap, not from the login screen
- ●MFA code says invalid: check that your phone clock is set to automatic time. Authenticator codes fail silently when the phone clock drifts
Locked out because an old admin left
This is the one nobody plans for. The founder set up Keap years ago, a staff member became the sole admin, that person left, and now nobody can add users or change billing. Support can help, but they need a photo of the credit card on file, the app ID, and often the original signup email. Gather those before you call.
If you are the owner of the business, you should always be listed as an admin on the Keap account, even if you never log in. Fix this today, not the day someone quits.
When to just call support
- ●You get a message that says your app is suspended: this is billing, not password
- ●You see 'App not found' after entering the URL: the app was archived or the URL changed
- ●You know the password is right and MFA is off and it still fails: something is wrong on the account, not the browser
FAQ
Work with Rellatech
Keap and Infusionsoft (Keap Max Classic) work is a regular part of what I do. If any of the above sounds like your account, a short call is the fastest way to see whether it's a fit. Scope and pricing live on the Keap & Infusionsoft Consultant service page.
Contact MeNot ready for a call? Take the free operations assessment and I will send you a written breakdown within 24 hours.