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R
rph_1959
April 7, 2021
Question

When I enter an amount on my QB app then move on the amount disappears?

  • April 7, 2021
  • 1 reply
  • 0 views
Why does the amount disappear on my QB app?

1 reply

E
EmmaM
April 7, 2021

Hello Rph_1959,  We just need to clarify a few things to investigate this further. Is this when you enter an expense or income transaction? Does the same thing happen if you access QuickBooks via a browser and is it the android or ios app you are using?Thanks

R
rph_1959Author
April 7, 2021

Hi there,

  • Android phone (Samsung)
  • Been using the app for nearly two years with no problem, until today
  • All ok on desktop
  • Open app
  • Select 'Expense'
  • Enter amount
  • Enter method of payment
  • Amount dissapears
  • Have uninstalled / re-installed app to no avail
BettyJaneB
BettyJaneB
April 7, 2021

I appreciate the details that you gave, @rph_1959.

 

I'd like to add some more information to get this app behavior sorted out. This way, we can have the amount appear again on your transactions.

 

When utilizing the mobile app, make sure that you have the latest version of the app. An outdated one can be the reason behind the missing amount. You may download the updates from the Google Play Store.

 

You may also follow the update steps below:

 

For Android devices: 

  1. Go to your Settings, then About device.
  2. Click on Update, then Check for Updates.
  3. Choose Install.

You must be logged into QuickBooks Online mobile app as an administrator to access the settings.

 

However, if the problem continues after performing the process, I recommend reaching out to our Customer Care Team. They have the tools that can help investigate the root cause of this matter and apply a fix.

 

To reach them:

  1. ck the (?) Help icon in the upper right-hand corner of the Dashboard.
  2. Select Talk to a Human.
  3. Enter a short description of your concern and press Enter.
  4. Click I still need a human.
  5. Select Contact Us to connect with our live support.
  6. Choose Get a callback.undefined

 

To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST.

 

Lastly, you can always scan through this reference that talks about the different steps that you can perform when you encounter unexpected issues while using the app: Here are some quick steps to fix most app-related issues.

 

Please keep me updated on how it goes as I want to ensure that you're all set. Have a great day!

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