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jonnynicholls85-
May 31, 2024
Question

Some of my categories have disappeared, then they reappeared for a day and now they have gone again. I have not changed any settings

  • May 31, 2024
  • 1 reply
  • 0 views
Original commenter did not share additional details

1 reply

J
JorgetteG
May 31, 2024

Thank you for reaching out to the Community, Jonny. I appreciate you bringing this issue to our attention, and I want to ensure that we address this matter right away.

 

Can you please specify which categories were missing or affected when using your QuickBooks Online? Any additional information will help identify the root cause of the issue.

 

In the meantime, I recommend using a private browser or incognito window to eliminate any errors or glitches that may be occurring in the system. Here are the keyboard shortcuts for different browsers:

 

  • Google Chrome: Ctrl + Shift + N 
  • Safari 11 or newer: ⌘ + Shift + N
  • Mozilla Firefox: Shift + Ctrl + P
  • Microsoft Edge: Ctrl + Shift + N

 

Once it works, proceed to your regular browser and clear its cache to refresh your website's preferences. Also, you may use another supported browser, as the current version of QuickBooks you're using might be experiencing a temporary malfunction. 

 

Lastly, I'm adding some articles that could help you manage and organize your products and services and provide helpful insights when you run reports in QuickBooks Online:

 

 

I'm available to help with managing your QuickBooks Online categories or anything else. Just reply below, and I'll circle back to help you.

C
Claire Armer
June 22, 2024

Hi I am having trouble with this too. All my categories have disappeared and when I try to scroll down in categorised transactions it just crashes and goes off the app, I’ve tried to make new categories but it says they already exist, even transactions I have originally categorised now say no category 

I
IrizA
June 22, 2024

I understand the urgency of resolving this, Claire. Let me provide troubleshooting steps and a workaround to help you categorize your transactions.

 

Since you've mentioned that your categories disappeared as you use the QuickBooks Mobile app, I recommend performing these troubleshooting steps first:

 

For Android users:

 

  1. Go to Menu ☰, then tap More Options ⋮
  2. Select Settings, then Refresh Data.
  3. Click YES to confirm.
  4. Uninstall and reinstall the app if needed.

 

For iOS devices:

 

  1. Tap the Menu ☰ and click the Help & Feedback.
  2. Click the Refresh Data.
  3. To confirm, click Refresh.
  4. Uninstall and reinstall the app if needed.

 

If the issue persists and you're using an iOS device, I suggest contacting our support team since I found an ongoing investigation related to this concern. By contacting our representative, they can add you as one of the affected users, and you'll receive updates on the progress of the investigation.

 

Please know that our product engineers are fully aware of this issue and are working to resolve it. I appreciate your understanding as we work to address this matter.

 

Here's how:

 

  1. In your QBO account, select Help (?).
  2. Choose the Search tab.
  3. At the bottom of your screen, click Contact Us.  
  4. Type your concern. Then click Continue.
  5. You can choose to Callback, Appointment, or Chat to connect with us.
  6. Kindly fill out the provided fields, such as your First name, Last name, Email address, and Phone number.
  7. Depending on what you choose as your way to connect with us, click Callback, Schedule an appointment, or Chat.

 

As a workaround, you can log in and categorize your transactions in any available web browser you have. You can also use your PC/Laptop at this moment.

 

To learn more about the available hours of our support, you can see this article:  QuickBooks Online Support.

 

After categorizing, and when you're ready to reconcile, you can use this article: Reconcile an account in QuickBooks Online.

 

We're still here to provide the necessary assistance whenever you need us. Just let us know by posting here in the Community forum or leaving your concerns in the comment section. 

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