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SAP Carpentry
January 19, 2019
Question

Mobile app

  • January 19, 2019
  • 2 replies
  • 0 views

Would anyone be able to help me with a problem I keep getting with the mobile app. I’m using quickbooks online in conjunction with the mobile app and I have my bank account linked with it but for some reason it keep saying transaction can not be completed, we ran into a problem. It’s fine if I do it on the main computer anyone have the same issue? 

    2 replies

    J
    JamesDuanT
    January 21, 2019

    Hello SAP Carpentry,

     

    Since the Banking page is working properly when logging in to a computer browser, let's do a few troubleshooting steps to get this working on your mobile. Here are the things that we can do:

    • Restart your phone and launch again the app.
    • Update your phone's operating system.
    • Uninstall/Reinstall the app.

    These troubleshooting steps will help us refresh the compatibility of the application to your mobile phone.

     

    Let me know how this goes so we can further assist you. Thanks!

    S
    SAP CarpentryAuthor
    January 21, 2019

    Thank you for the response, but unfortunately none of you suggested methods to get it working helped. My phone is up to date and I have reset my phone and deleted the app and reinstalled it. 

     

    Im running an iPhone 6s Plus if this helps in any way. So far it’s the only problem I’m having as everything else seems to be working fine 

    R
    Rasa-LilaM
    January 22, 2019

    Hello again @SAP Carpentry.


    I appreciate you following the troubleshooting steps provided by @JamesDuanT. Allow me to step in and add some more information about the error.


    We received reports that some customers are unable to accept transactions via IOS App. Our product engineers are currently investigating the root cause of this issue and implementing a fix.


    While waiting for the permanent resolution, I suggest contacting our QuickBooks Customer Care Team. They can add you to our list of affected users, and you'll receive an email notification once an update is available.


    You can reach them through the following link and going directly to the Help and Support section: Contact QuickBooks.

     

    In the meantime, access your account using a browser and accept transactions from there.

     

    I appreciate your patience while we look into this. Should you have any other concerns, please leave me comment. I'm always happy to help.

     

    S
    SAP CarpentryAuthor
    March 20, 2019

    I am still having problems accepting transactions via the mobile app and this problem has been going on for too long now. I pay for this program to allow me to be able to do my accounts on the go and I am still unable to do so. Please can you shed some light on why this is still a problem and what you are doing to resolve the issue as it’s making me not want to use your software 

     

    regards 

    Shaun 

      R
      RaymondJayO
      March 21, 2019

      Thanks for getting back to us, @SAP Carpentry. 

       

      I've checked here the investigation about the error you're getting when accepting transactions, as provided by my colleague above, is still open. Our product engineers are working hard to find ways with getting a permanent fix as soon as possible.

       

      As an alternative, you can change the time setting in iOS to 24-hr time. This way, you'll be able to match transactions on the mobile app. Here's how: 

       

      1. Launch the Settings app on your iOS device.
      2. Go to General, then select Date & Time.
      3. Choose 24 Hour Time, and set it to On. 

       

      If you haven't contacted us yet to have your account to the affected list of companies, I suggest you to do so. You can reach out to our support team through this link: Contact QuickBooks Online Customer Care Team. 

       

      We thank you for your patience. Rest assured, I'll update this thread as soon as I receive any updates from our product engineers, @SAP Carpentry. Stay positive always!

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