What are the known limitations of the Keap Infusionsoft integration? – Help Center

When sending Infusionsoft data to ChartMogul, we strongly recommend setting your churn recognition setting in ChartMogul to When the subscription ends in your billing system (default). This allows us to properly set the churn date that the billing system provides. This is a global setting and will affect all data sources.
Due to global rate limit constraints imposed by Keap, we set the Trial Started At date in ChartMogul to the date the contact was created.
A subscription can be billed at a different interval from the product interval in Keap. At this time, we currently use the product interval.
The "end date" field on a subscription is what is used to churn a customer. This field is a date only field without time. It can be set to any date in the future and we use this date plus midnight (UTC) as the time of the churn.
If no end date is specified but the subscription is marked inactive, we use the next scheduled bill date as the churn date.
Because Infusionsoft doesn't validate email addresses upon data entry, invalid email addresses will not be synced to ChartMogul. If a customer record has an invalid email in Keap, the record will sync to ChartMogul but because the email address fails validation it is not stored in ChartMogul.
If a contact ID changes on a subscription (you move a subscription from one Contact to another), it will lead to duplicated subscriptions in ChartMogul.
If a user's subscription is cancelled due to failed payment and the user pays the open order eventually, the subscription will not be reactivated in ChartMogul until a new order is synced. You can remove cancellations manually under Data Platform in ChartMogul. To do this:

1. 1. Go to the affected Customer’s Profile
  2. Click on the Customer’s Infusionsoft External ID Link in the Customer Details section
  3. Click on the Cancellations Tab
  4. Check the box of the cancellation(s) that should be removed
  5. Finally, click “Delete Selected Row(s)”