Valentina Akpan: Founder of Rellatech, providing administrative and operations support to executives, founders, business owners and teams. Her background combines technical support, customer success, administration and operations.
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If your Keap login is not working, start with the error message on screen. Most of what I get called about is not a forgotten password. It is an old URL, an expired admin account, or MFA set up on a phone that no longer exists.
The old URL problem got bigger after Keap became part of Thryv. At the time of this update, signin.infusionsoft.com no longer signs anyone in. It shows a notice that the Keap sign-in has moved, with a button to the Thryv sign-in page. Every bookmark and saved password that pointed at the old page needs updating. Sign-in pages change, so treat keap.com and Keap's own help centre as the source of truth for the current address rather than any URL you find in a search result, including this one.
Below is the checklist I run on every Keap account I inherit, sorted by the message you are seeing.
The right URL for each Keap product
- ●Keap Pro, Keap Max and Keap Max Classic: start at keap.com and click Sign in, or click the Sign in to Keap button on the notice at signin.infusionsoft.com. Either route takes you to the Thryv sign-in page, login.labs.thryv.com. Bookmark that page, not the old one
- ●Keap Max Classic (formerly Infusionsoft): after the Thryv sign-in, pick your app from the list if you have more than one
- ●Old bookmarks: signin.infusionsoft.com and yourapp.infusionsoft.com no longer sign you in. Replace them with the Thryv page once you have reached it
- ●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
Fixes by error message
- ●'Invalid credentials' or 'The email or password you entered is incorrect': reset the password from the sign-in page rather than retrying. Repeated failed attempts can lock the account for a period. Keap's help centre has the current lockout rules
- ●'Your account has been locked': stop guessing. Wait for the lockout to clear, then use the password reset link. If it does not clear, contact Keap support through the official channels
- ●'Keap sign-in has moved' or 'This sign-in page is no longer available': you are on the retired Infusionsoft page. Click Sign in to Keap on that notice, or start from keap.com, and update the bookmark
- ●'App not found' or 'This app does not exist': the app was archived or renamed. Sign in through the Thryv page and pick the app from the list rather than typing the old subdomain
- ●'Your app is suspended': this is a billing problem, not a password problem. Whoever owns the card on file needs to contact Keap
- ●'Invalid authentication code': your phone clock has drifted. Set the phone to automatic time and request a new code
- ●'You do not have permission to access this app': your user record was deactivated. Another admin has to re-enable it
- ●Page reloads with no message at all: browser cookies or an extension are blocking the sign-in script
Resetting your Keap password
Use the Forgot password link on the Thryv sign-in page, not the old Infusionsoft one, and enter the email tied to your user record, not the company billing email. Reset links expire, so open it as soon as it arrives. If nothing arrives within a few minutes, check spam and confirm your email is not filtering messages from thryv.com, keap.com or infusionsoft.com. If the address itself is no longer valid, password reset will not help and you need an admin to change the email on your user record first. Never send your password to anyone, including a consultant, to 'test' it. Recovery goes through the reset link and Keap support, not through a third party.
Why the login page keeps looping
If you enter the right password and the page just reloads with no error, 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 thryv.com, keap.com and infusionsoft.com in your normal browser. A saved password for the old sign-in page can also fill the wrong form, so type the password once by hand. Ad blockers and strict tracking protection are the usual culprit.
Multi-factor authentication problems
- ●Lost the phone that had the MFA code: MFA cannot be reset from the login screen. Keap support resets it after verifying that you own the account. Check Keap's help centre for the current MFA reset procedure and what they will ask for
- ●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 without a message 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. Keap support can help, but they will ask you to prove you own the account before they change anything. Expect questions about the billing details on file, the app ID and the original signup email. Check Keap's help centre for the current list before you contact them, and gather those details first.
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 contact Keap 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
- ●Use the support contact details published on keap.com or inside the app. Do not use a phone number or email from a search advert, and do not give your password to anyone who asks for it
FAQ
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